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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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25

The Art of Interpersonal Feedback

People remember best those things they discover, learn and experience themselves. The only way you help someone accept an idea as his own is to ask a question and let him give the answer back to you.

—Dorothy Leeds

“How am I doing?” questions often have answers that can’t be meaningfully transferred to PowerPoint presentations or graphs on the wall. Interpersonal feedback is the face-to-face, manager-to-employee variation that is indispensable to an employee’s morale, improvement, and growth. Mastering this vital part of your job takes courage, a good grasp of the human psyche, and an overriding belief that coaching is an integral rather than a peripheral function of your role as a manager.

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