Give Me Your Honest Feedback…. I Can Take It!
09/03/2021
As consultants we have probably all heard the request from a client that goes something like, “Please give me your honest feedback, even if it hurts… I can take it…”
While we appreciate their desire for frankness, there are some areas that can be deeply personal and hard to share. It’s easy to show them a set of financial numbers, field reports, historical data and other objective information. But when we have to talk to them about difficulties in their own behaviors, attitude, management and leadership styles, we know we have to approach them with tactfulness.
I attended a conference in west central Illinois for pork producers recently, and much of the focus of the conference was employee retention. A speaker from one of the largest hog producers in the country shared that the owner of the business is very keen to be certain their actions match their words. A phrase that is used often in their conversations is, “Do the actions in the halls match the words on the walls?” We’ve all been in those hallways, break rooms and conference rooms where there are thought-provoking posters that communicate the values of the business. The question is, do people behave consistently with those words as they go about their jobs.
Perhaps when we are confronted with a question that requires a high level of tactfulness because we know the answers will be hard for them to hear, we can ask a few questions of our own. One of those questions in this situation might be, “Help me understand how your actions on a day-to-day basis match the words that you use?” and then follow that with, “What evidence can you show me that you are consistent between your words and actions?”
We have to be prepared to share what we know from our own interactions with them, and perhaps what we have heard from others in this regard. If we have developed a level of confidentiality, honesty and influence with a client, we should be able to speak to them about areas they need to improve—especially if they ask for it.
What are some techniques you use to communicate difficult information to a client?
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Don Tyler
Tyler & Associates
These opinions and commentary are Don Tyler’s own. They are not necessarily those of ASAC or its members.
As consultants we have probably all heard the request from a client that goes something like, “Please give me your honest feedback, even if it hurts… I can take it…”
While we appreciate their desire for frankness, there are some areas that can be deeply personal and hard to share. It’s easy to show them a set of financial numbers, field reports, historical data and other objective information. But when we have to talk to them about difficulties in their own behaviors, attitude, management and leadership styles, we know we have to approach them with tactfulness.
I attended a conference in west central Illinois for pork producers recently, and much of the focus of the conference was employee retention. A speaker from one of the largest hog producers in the country shared that the owner of the business is very keen to be certain their actions match their words. A phrase that is used often in their conversations is, “Do the actions in the halls match the words on the walls?” We’ve all been in those hallways, break rooms and conference rooms where there are thought-provoking posters that communicate the values of the business. The question is, do people behave consistently with those words as they go about their jobs.
Perhaps when we are confronted with a question that requires a high level of tactfulness because we know the answers will be hard for them to hear, we can ask a few questions of our own. One of those questions in this situation might be, “Help me understand how your actions on a day-to-day basis match the words that you use?” and then follow that with, “What evidence can you show me that you are consistent between your words and actions?”
We have to be prepared to share what we know from our own interactions with them, and perhaps what we have heard from others in this regard. If we have developed a level of confidentiality, honesty and influence with a client, we should be able to speak to them about areas they need to improve—especially if they ask for it.
What are some techniques you use to communicate difficult information to a client?
= = = = = =
Don Tyler
Tyler & Associates
These opinions and commentary are Don Tyler’s own. They are not necessarily those of ASAC or its members.
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