It may be one of the most popular approaches to delivering difficult feedback, but in many cases the shit sandwich feedback model is just that – shit.
What is the shit sandwich approach? It’s sandwiching negative feedback between two positive points.
A slice of praise, the real feedback acting as the meat in the middle, and then another slice of positivity to round it out.
Criticism squeezed between compliments. Positive, negative, positive.
The idea behind the sandwich approach is that it softens the blow and protects people’s feelings; that it encourages and highlight’s someone’s strengths, while also suggesting room for improvement. And look, if that’s what you’re genuinely trying to do, then the sandwich method is appropriate. It’s not always shit.
But if the intention of your feedback is to address a serious concern, poor behaviour or negative performance issue, couching your feedback in praise is not your best bet.
Here are two reasons why:
The recipient will often see the praise as disingenuous. They know (or think they know) the praise is only there to soften the blow and they resent it. They focus on the negative feedback and discard the positive. They become frustrated and angry you couldn’t just tell them what was on your mind and in future don’t believe the compliments you give, feeling that it’s a lie. Rather than make the feedback more palatable, your sandwich approach damages your relationship and their trust in you is undermined.
The opposite can be even more problematic. Rather than discard the positives that form either end of your sandwich, some people will hold onto them firmly and ignore the ‘shit’ in the middle – the real feedback you wanted to convey. They gloss over the problem and figure it’s not that serious given you had so many nice things to say as well.
This can lead to the recipient remaining oblivious to the problem or believing it’s simply a minor issue and not something that needs immediate attention.
The alternative…
So if the sandwich approach is on the nose, what is the best way to give feedback?
Well, the first thing to understand is there’s not a one-size-fits-all approach. Different people have different personalities, preferences and communication styles and this will affect the way they like to receive feedback.
Some people like their feedback direct, others do like a softer approach.
But either way, when it comes to delivering negative or difficult feedback the key is to stay hard on the issue and soft on the person. It’s about delivering your message in a clear, specific and concise way, while also using warmth, empathy and tact.
Here are 10 pointers to help you do it well:
Next time you deliver difficult feedback, throw the sandwich in the bin and try this instead.
Leah Mether is a communications specialist, trainer, author, professional speaker and director of Methmac Communications.
She helps people get out of their own way and step up for success with the development of soft skills (which are actually really hard).
To find out more about Leah’s work, visit www.leahmether.com.au.
Leah Mether is a communication and soft skills trainer obsessed with making the people part of leadership and work life easier.
With more than 15 years’ experience working with thousands of clients, and an acclaimed book to her name, Leah knows what it takes to communicate under pressure. Like you, she knows the challenge of conflict, personality clashes, and difficult conversations.
Leah is renowned for her practical, engaging, straight-shooting style. Utilising her Five Cs® model of communication, she helps leaders and teams shift from knowing to doing, and radically improve their effectiveness.