Appendix 2: Workplace Mentor Tips
45 Chapter 5: Workplace Mentor Tips
5.1 Workplace Mentor Tip
Points to focus on: The feedback sandwich, active listening, and reacting to feedback
The feedback sandwich
Feedback is often given using a technique called the Feedback Sandwich. People who use this technique give feedback in the following way:
Start by making positive statements.
Discuss area(s) for improvement.
Finish by making positive statements.
How Sima uses the Feedback Sandwich.
When Sima gives feedback in the video, she uses the Feedback Sandwich. See how she does this:
| Starts by making positive statements | In all my observations, I found you to be approachable and responsive to our customers and tenants. We have had very good feedback about this. |
|---|---|
| Discusses areas for improvement | However, there were two instances—one with Security over the matter of the strollers in our West building, and the other with Maintenance over the issue of fixing the water leaks in one of our food court outlets. We have briefly discussed both incidents before at our check-in meeting. In both cases, the personnel involved could not complete the task and the paperwork because some of the expectations were not clear. You gave the basic instructions in both cases, but it is important to be very explicit. You might want to work on being more explicit on your instructions and expectations. |
| Finishes by making positive statements | Other than this, on the guest side of things, we find your communication to be excellent. In fact, on two occasions, we got email messages complimenting you specifically. |
The Feedback Sandwich technique is a popular way of giving feedback in many workplaces in Canada. When people are not aware of this technique, they may focus only on the positive statements and miss out on the areas for improvement. Another point that causes some confusion when receiving feedback is that the person who gives the feedback often uses indirect
language. The person may say, “You might want to …” This does not mean they are necessarily giving you a choice. They are
actually saying “You need to …” or “You must …”
Active listening
Listening is a very important skill, and it is a very important part of communication. A listener does the following to show that he or she is listening actively:
a) The listener demonstrates that he or she is paying attention by facing the speaker, making eye contact, and nodding appropriately.
b) He or she takes notes about important points, but still pays attention to the speaker. Taking notes may not always be appropriate and will depend on the situation; for example, it is appropriate at meetings, but not necessarily when one is having a casual conversation.
c) The listener verbally clarifies and confirms information by restating or paraphrasing the information from the speaker, or by asking questions.
Active listening is very important when receiving feedback. It shows the speaker that you value what he or she is