Over the past few decades, workplaces have experienced significant transformations, passing from hierarchical environments to more horizontal and collaborative models. In this new context, feedback has ceased to be the exclusive responsibility of middle managers and become a shared responsibility that flows in all directions independently of the role performed.
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Feedback has ceased to be the exclusive responsibility of middle managers and become a shared responsibility that flows in all directions.
Giving feedback appropriately has become a fundamental skill. It helps improve the climate at work, strengthens trust and maximizes team performance. Evaluating a person is the easy part. The aim is to try to correct errors without demotivating people, while recognizing successes sincerely, without exaggerating.
Although feedback can be perceived as a threat and generate insecurity or discomfort, it is a necessary task that, well prepared, can become a valuable growth opportunity. Indeed, top professionals learn to solicit evaluations and convert criticism into opportunities to improve.
A very useful technique exists for offering feedback effectively through constructive criticism: the Sandwich Method, which also promotes continuous learning and motivation.
A very useful technique exists for offering feedback effectively through constructive criticism: the Sandwich Method.
The strategy, popularized at the end of the 20th Century in the domain of coaching and performance evaluation, is especially useful for people who struggle to be assertive, since it allows a message to be structured comfortably and without any confrontation. Likewise, it helps comments to be accepted by people who resist change, by reducing their defensiveness.
The Sandwich Method, or technique, got its name through the way it structures the message. The idea is to begin with praise, continue with criticism or consideration of the work at hand, and finally close with another positive comment to reinforce the message. In this way, the criticism is “wrapped” between two positive comments, like the filling in a sandwich.
The idea is to begin with praise, continue with criticism or consideration of the work at hand, and finally close with another positive comment to reinforce the message.
The structure of the Sandwich Method comprises three clearly differentiated parts, each with a specific intention:
- Initial comment or praise. Initiating the conversation by highlighting a positive aspect helps generate trusts and increases receptivity.
- Criticism or suggestion for improvement. Consists of clearly communicating the criticism or proposal for improvement. At this stage, it is convenient not to dilute or soften the message with positive comments, or it will lose effect.
- Positive close. Finish the conversation on a positive note, demonstrating confidence in the person so that they will receive the message in good faith, thus fostering motivation.
The technique is simple, effective and easy to remember. Nevertheless, it is not unusual to commit certain errors which can limit the effectiveness of the message and lessen its impact.
Some important considerations exist for correctly using the Sandwich Method and ensuring that the feedback is clear, useful and well received:
- Proportionate “slices”. If there is too much bread (praise) and little “filling” (useful content), the message tends to evaporate. And vice-versa, if the criticism is excessive, the praise and positive ending lose effect.
- Sincerity. Avoid disproportionate and unlikely praise, as it will remove credibility from the message right from the start.
- Constructive criticism. Dodging or diluting the criticism can contribute to ambiguity in the message. If it is not clear what needs to be improved, it is not feedback.
- Context. Reinforce the feedback by accompanying it with specific, situational information to justify your message. In this respect, it is recommended to avoid general comments such as “it’s good” or “you could do better”.
- Modifiable behavior. Focus on aspects the person can change and that are under their control. If not, it could generate resistance.
- Avoid using “but”. It usually annuls what is said previously in the mind of the recipient and means what was a positive message loses impact. Leave this conjunction out and you will see how it helps construct more balanced feedback.
Finally, it is neither convenient to resort to this strategy systematically, nor repeat it using always the same structure. With time, some people end up by identifying the technique and fail to pay attention, or focus only on the critical part. In this case, the sandwich ceases to function.
Below find two examples, one incorrect and the other appropriate, illustrating how the Sandwich Method is applied effectively:
- X “It’s good, but you delivered late. You know we need this report; your work is important.”
- V “Your reports are always focused, they contribute valuable information and are very complete. On this occasion, it arrived past the deadline, something which is important in this project. I would like you to find a balance between quality and meeting deadlines. I value very much the exhaustive detail of your reports and your commitment.”
The technique, which originated in business leadership, coaching and performance evaluation circles, has gained much weight in other environments, such as education – where it is used to correct pupils – sales and in personal relations, or how to offer criticism without damaging relationships.
In the workplace, the tool is becoming a very powerful strategy to influence others positively, reinforce leadership, foster more constructive relationships and improve communication within the team. It does not only add value to the one issuing the feedback, but also to the one receiving it and the organization itself.
In the company, it contributes to improving the working environment, internal communication, motivation and the commitment of talent. It also reinforces the feeling of belonging by making people feel that they belong to a common project.
The person receiving the feedback is, in many cases, the great beneficiary. The Sandwich Method reinforces positive behavior and highlights aspects to improve with the aim of boosting development. As such, we are enriching the recipient’s self-knowledge, apprenticeship and opening them up to the benefits of constructive criticism.
To offer – and also to solicit – constructive feedback is essential to teamwork. Independently of the position the person occupies, its role in helping the professional development of people is very worthwhile and gratifying.