Stop Spending, Start Managing: Strategies to Transform Wasteful Habits by Tanya Menon & Leigh Thompson

Author:Tanya Menon & Leigh Thompson
Language: eng
Format: mobi
ISBN: 9781625270559
Publisher: Harvard Business Review Press
Published: 2016-07-25T14:00:00+00:00

Send the Signal and Make It Clear

In addition to avoiding giving feedback entirely, we’ve too often heard managers dilute their negative messages by cushioning them within the so-called “compliment sandwich” (compliment to soften the message, then criticize, then compliment again). Unfortunately, this rarely overcomes the employee’s defensiveness: the compliments seem phony, and the negative feedback can be drowned out to the point of ineffectiveness. In order to make sure your message is getting across, throw away the sandwich and instead feed the “vegetables” first, and the “dessert” later. Psychologist Robert Cialdini prescribes using the negative message to grab attention, and then the positive message to shape the solution.46 Consider two versions of the same messages:

Laura, you’ve been one of the most careful members of the team for many years, and we’d like to keep it that way. But it’s come to our attention that you’ve not been answering the phones. We need to talk, because you’re at risk of losing your job.

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