Harvard Business Review 20-Minute Manager Ultimate Boxed Set (16 Books)

Why Feedback Matters

You’ve just received word that one of your direct reports, Judy, an IT help desk provider, was rude to a customer on the phone. You work well with Judy; she is one of your top performers and has never had a complaint filed against her. But the customer was very upset after the call. Is it worth raising the issue with Judy and risking your relationship with her?

Yes. Giving constructive feedback when it’s needed is essential to creating a productive work environment—and it doesn’t have to threaten your relationships. But you must give that feedback in the right way, so that the person receiving it can use what he hears from you to improve his own performance and that of his team and the organization.

Although the prospect ...