Powerful Leadership Through Coaching

11Coaching and Feedback

Sometimes you can’t see yourself clearly until you see yourself through the eyes of others.

—Ellen DeGeneres, American comedian, television host, actress, gender equality activist, writer, and producer

Amy, the front-desk receptionist, believed that she was the face of the corporation to customers. When people came in, they saw and interacted with her first. She wanted to ensure that every interaction was a positive one. She smiled a lot, laughed a lot, and tried to help everyone who asked her for assistance.

Until the day came when she received the feedback that she was trying too hard to please everyone. Her mindset and feeling about her role shifted. What she once considered to be a positive thing—in fact, her very job—became a source of doubt and discouragement. Negative feedback robbed her of some of her confidence. She still tried to be helpful, but she was not as happy about it.

What is the purpose of feedback? To help people engage fully in their work by leveraging their strengths, skills, competency, motivation, and experience. After all, their success is your success! It is estimated that 70% of a customer’s experience with a company’s brand is through their interaction with front-line employees. We should seek to treat our employees as we do our finest customers.

The Balancing Act of Giving Feedback

Most of us have received job performance feedback throughout our career. Many leaders are equipped with great coaching skills and know how ...