Mastering Feedback: Essential Lessons For Your Leaders

Feedback is an integral tool in driving growth, accountability, and team cohesion.

It is often described as a ‘management essential’.

But delivering it can feel challenging, particularly when it needs to be constructive or directed upwards.

It is something we often hear from delegates during our leadership and management training courses.

But help is at hand.

In our latest complimentary webinar, industry experts Victoria Smith, Dan Boniface, and Laura Bridgeman shared essential insights from our training courses on delivering effective feedback.

For Learning & Development (L&D), HR professionals, and managers, these lessons provide a robust framework for empowering team members, promoting transparency, and facilitating behavioural change.

Here, we summarise the key takeaways and expert insights on feedback from the masterclass.

Why feedback matters

Feedback, according to Dan Boniface, head of training at The BCF Group, is not only about identifying areas for improvement but also inspiring and empowering individuals.

“Ultimately, it is about growth, development, and driving positive behaviour change,” he said.

“In any workplace, feedback provides a strategy for improvement and can be a significant motivator when delivered well.”

Breaking down the challenges

Delivering feedback, especially when it's constructive, often presents challenges. These include:

• Fear of upsetting the recipient – It is a common concern among managers and colleagues.


• Anxiety around giving feedback upwards – Providing feedback to someone senior or in a higher role can feel intimidating.


• Worry about the feedback being ignored – Sometimes, individuals may not take feedback seriously, especially if they disagree with it.

Laura Bridgeman, head of assessments and an executive coach at The BCF Group, emphasises that understanding and preparing for these challenges can significantly ease the process.

“Think about the person you’re speaking to and what will resonate most with them,” she said, adding that empathy and clarity are crucial components in setting the stage for effective feedback.

Key techniques for effective feedback delivery

Our webinar introduced several tools and frameworks that simplify the process of giving feedback, helping ensure it is received constructively and put into action.

1. The SBI Model (Situation, Behaviour, Impact)

The SBI Model is a powerful framework for giving feedback. Here’s how it works:

• Situation: Describe the specific context where or when the behaviour occurred.
• Behaviour: Focus on the observed actions, avoiding personal judgments.
• Impact: Explain the impact of the behaviour on the team, project, or company.



Laura shared an example to put this into context. She said: “During our meeting, I noticed you interrupted several team members mid-sentence. This behaviour seemed to make some feel undervalued and less motivated to contribute.”

Using this approach ensures feedback remains fact-based and actionable.




2. AMEN: Audience, Message, Examples, Negatives

A plea for divine inspiration?

Not quite.

Preparation is integral to feedback, and the AMEN acronym provides a practical guide for planning and framing it effectively:



• Audience: Tailor the message to the individual, considering their role, personality, and current context.
• Message: Clearly define the purpose.
• Examples: Use specific examples to reinforce the message.
• Negatives: Anticipate any objections or defensiveness, preparing empathetic responses.



This structure allows feedback to be targeted and considerate, fostering a more positive reception.




3. Ask first, tell later

Start by asking the recipient for their thoughts on the subject, rather than jumping straight into feedback.

This technique, as Dan explained, “gives the recipient space to open up and reflect, making them more receptive to what you have to say.”




4. Avoid the bitter taste of the feedback sandwich

The traditional ‘feedback sandwich’ – positive, constructive, positive remark – can dilute the effectiveness of the message.

Dan said: “When feedback is sandwiched, recipients might walk away only remembering the positives and overlooking the main point.”

Instead, be direct and focus on clear, actionable feedback.





Preparing yourself and your team

Preparation on both sides of the feedback process can make a significant difference. Our webinar panel shared insights on cultivating a mindset that facilitates openness and reflection:



• Reframe it as an opportunity. Instead of viewing feedback as criticism, frame it as a positive, growth-oriented interaction. Laura said: “Try thinking of feedback as a brave conversation rather than a difficult one.”


• Cultivate empathy. Understand the other person’s perspective and experiences. This empathy can guide the timing, language, and manner of your feedback, making it more likely to resonate.


• Timing is crucial. Providing feedback immediately after an event might not always be the best approach, particularly if emotions run high. Choosing the right moment can make all the difference.




Top 10 tips for giving effective feedback

During the webinar, the team shared a ‘Top 10 guide to effective feedback’ that encapsulates best practices for leaders and L&D and HR professionals:



• 1. Ensure readiness – Only give feedback when the recipient is ready to hear it.
• 2. Deliver it at all levels – Constructive feedback is valuable for all, regardless of position.
• 3. Ditch the ‘feedback sandwich’ – Be genuine and direct.
• 4. Be concise – Avoid filler words; get to the point.
• 5. Focus on one message at a time – Don’t overload the recipient.
• 6. Adapt to the recipient’s style – Tailor feedback to the individual.
• 7. Address actions, not character – Avoid personal attacks.
• 8. Gauge openness – Ask if the recipient is open to feedback first.
• 9. Be non-judgmental – Avoid making assumptions about the other person’s intent.
• 10. Use the SBI model – Provide context, describe behaviour, and highlight impact.




How to be CALM when receiving feedback

Feedback isn’t only challenging to give.

Receiving it can be just as tricky.

The CALM acronym – Clarify, Acknowledge, Listen, Manage – offers a practical framework for maintaining composure:



• Clarify: If feedback is vague, ask for examples to understand it better.
• Acknowledge: Recognise the other person’s perspective, even if it differs from your opinion.
• Listen: Take time to hear what’s being said, avoiding immediate defensiveness.
• Manage: Regulate your emotions and, if necessary, take a break to process the feedback.



Dan said: “Taking time to listen and reflect helps you fully understand the feedback. Even if you don’t agree, try to find something useful to take away.”





Bridging the feedback gap: Final takeaways

The webinar concluded with a recap of essential strategies for making feedback both constructive and transformative.

Here are the top three takeaways for leaders and L&D and HR professionals:



• 1. Preparation is paramount. Effective feedback requires careful planning. By considering the audience, message, examples, and potential negatives, you can achieve a more positive interaction.


• 2. Stay factual and focused. The SBI model provides a straightforward, non-judgmental approach that is both respectful and impactful.


• 3. Empower change. Feedback should inspire action, not create defensiveness. Tailoring it to the individual, leading with empathy, and maintaining a growth mindset contribute to meaningful change.



Laura said: “Feedback is ultimately about empowerment. Done well, it inspires individuals to take charge of their development, which is the essence of effective leadership.




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The BCF Group has been helping organisations develop their talent, inspire their people and overcome obstacles and challenges for the past 25 years.

We deliver training that makes a difference. Find out more about our business coaching, management training and interpersonal skills options.

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