3500 fine for a negative review? Really?

Is your feedback starting a conversation or ending one? Having trouble viewing this email? Click here You likely heard about the Utah couple facing a $3,500 fine after posting a negative comment of a company online. (No? Check it out here.) Now there are many lessons in this customer service nightmare, but the first thing that came to my mind was the relationship between feedback and conversation. While there was obviously not much conversation in this particular feedback situation, as leaders it is vital that we understand the importance of the relationship between the two. We often think of feedback as being something we give (or even, deliver) to someone. We, as a coach, have decided what the feedback is – what people have done well or not, and have thought about what feedback to share with the other person. Other times, we understand that there is a place for conversation in a feedback session, but still it is our role to deliver feedback and give advice and wise counsel. In other words, the responsibility for feedback is mostly belongs to the leader. When in reality, all feedback should be delivered as a conversation – in order for the other party to best accept and understand any feedback we have to share, it must be a conversation. When we think about any feedback situation as a conversation rather than a delivery, we: - make the process easier - take much of the pressure out of the situation - reduce the emotions that could be a problem - focus the process on your true intent of helping the other person be more successful So the next time you need to give leadership coaching, think about it as a conversation, and notice how much more successful it will be! Kevin Eikenberry Chief Potential Officer The Kevin Eikenberry Group p.s. Delve further into coaching, feedback and more at the Remarkable Coaching workshop. Check out our agenda and the upcoming schedule of dates and locations here. You can't be a great leader without being a highly effective coach! Push yourself to be a better coach and better leader with Remarkable Coaching – you’ll see the difference in yourself and your team. Learn more here.   My Subscriptions    Update my contact information  click here to unsubscribe   You are receiving this email to this address: alanrussell@princetoncap.com 8021 Westover Drive Indianapolis, Indiana 46268 United States | (317) 387-1424 You are receiving this email to this address: alanrussell@princetoncap.com Change Your Email or Update Your Contact Information Unsubscribe