Working Remotely: Best Practices for Giving Feedback Effectively

Recently, we talked about the two styles of communication in remote work collaboration (synchronous and asynchronous), showing How Asynchronous Communication Improves Remote Working Environments.

Here, we're going to talk about another essential subject for remote working: feedback.

I'm not just talking about feedback on professional performance, as managers do. I'm also talking about feedback on the project itself.

This other side of remote working happens between the professional and the client. In many situations, we see clients giving feedback on comments like this: "The about page needs more work" or "I don't like the home page."

This, in many situations, will lead to a spiral of problems, delays, and frustration. In our case, we have clients all over the world, sometimes with wildly different time zones, where you often have zero business hours overlap. This means that each message isn't answered until the next day.

That's why we all need to know how to give good feedback. And the first step is to understand that feedback is contextual.

Context is the key

In any remote working communication, context is the key. After all, the other person may not be as involved in the project as you are. That's why it's important to think about what to say, how to say it, and who to say it to.

Before sending a message, ask yourself: Am I using the best format (text, video, or audio)? Does whoever is receiving this message have all the context they need? Am I communicating clearly so that there is no confusion?

When we start projects, we set objectives and goals that we want to achieve. Feedback sessions have the same needs. So, when you bring people together to give or receive feedback, be specific.

Don't ask:

“What do you think? Thoughts?”

Ask:

“I'd like feedback on the editorial project we're building, in particular on the following elements of...

Technically, this passes the contrast tests, but it looks a bit wrong. What do you think?”

This way, we can provide enough context for the other person to interpret the messages correctly and enable feedback that leads to action so that the other person understands exactly where and how to improve.

Use feedback tools

Another way to make feedback more effective, especially among team members, is to choose good communication tools.

One of the tools we use at CCM is Loom, a tool for recording asynchronous messages. It uses video, audio, and screen recording to make communication more effective by adding more context to it.

Now, if you prefer to send a message by text, email, or Slack, put a little more effort into making sure things are well received. Here are two of the best tips:

• Be very clear with your language. The human brain likes to fill in the gaps with negative assumptions.

• Use emojis—without exaggerating 😉. Our brains perceive emojis in the same way they perceive the reaction of a real human being.

Verbal and written feedback

You can also give feedback verbally, with Loom, or in a real time video call, ensuring that nothing is misinterpreted. After the meeting, provide a written description of your conversation.

Giving feedback in writing and verbally has advantages:

• Some people learn better by listening, others by reading.

• Written feedback is a tangible resource that the team member or client can refer to if they forget your feedback or have questions.

• You are documenting that this feedback has been shared. This is particularly important if it's feedback that you keep repeating.

The right time

In addition to the right place, knowing the right time to give feedback also improves this practice. Centralize the feedback channel for remote work, especially for training events that you may hold as an organization. One of the main keys is to get the feedback before the client leaves the event and summarize the highlights in a Feedback Memo that can be searched and shared internally. From there, create your action points.

Find the balance

When you give feedback, try to balance positive and negative aspects. Kind and constructive feedback is the best way to help someone grow and become a better team member.

Instead of saying: "Thank you for sending such a comprehensive email, but our external contractors shouldn't be in it as it's private company information. I appreciate the initiative, though."

Try simply saying: "Hi, I noticed that you put our external contractors in CC in the email yesterday. I'd rather you consulted me before sending them that message, as the information was internal only. Agreed?"

Do you see that this way allows people to grow and become better team members?

If you have an ideal solution for the feedback you’re sharing, don’t be afraid to offer it. This shows that you’ve thought through the situation, and helps to center the conversation on what can be done to improve.

By putting these tips into practice and focusing on the context, you can communicate feedback more effectively with your clients and team. Try it out, and let us know!