Feedback….it’s a gift…..

I once worked in an organisation that was big on feedback. It was hardcore. We had a manager join us from another company and when it came to the annual appraisal, she posed the work equivalent of, “does my bum look big in this?”. She asked,

“Is there anything that you think I need to know? That I could be doing better?”


Two weeks later, she was a shaking wreck on the floor. Admitting to me, “I didn’t actually want them to tell me!”.

And that’s the thing. We live in a feedback culture, but so much of the feedback is utterly pointless. I can’t order a product now without getting a request to rate the service, the packaging or the lumbar posture of the delivery person. But does any of this matter, does anyone care and does it make any difference?

I’m no role model here. I’m the guy that reacted to the feedback that I was “low in empathy” by responding, “Do I give a sh*t what they feel?”, but it strikes me that there are two types of reaction to feedback.

Active and inactive.

Yes, it’s as simple as that.

Either do something with it, or don’t bother asking. Don’t make the people sweat it over how to break it to you that you’re a closet Nazi, unless you’re willing to change your ways. Don’t make them lose sleep over how to tell you that you have personal space issues unless you’re willing to…..take a step back.

So before you go through the motion and commission that 360, before you ask those poor suckers that have to work with you what they feel, before you go through the motions…..ask yourself this:

What is the worst thing that I could hear that would really upset me? And would I be willing to accept and act on it, if I heard it said?

Feedback is important. Feedback is a gift. But it can also be the silent, smelly fart in the elevator.

Ask if you want to know. Don’t ask if you don’t.

But never just pretend you care.

Lies, damned lies and business

Business is full of lies. FACT.

Sometimes the lies are big, sometimes the lies are small. Sometimes the lies are inconsequential and sometimes they rock the foundations of the civilised world. But like the urban myth that you’re never more than 8 foot from a rat, in business you’re never more than one cubicle away from a lie.

And that is just the way that it is.

I’m not going to try to argue that the Nick Leeson, the Olympus Corporation, Lehman Brothers or Jérôme Kerviel lies are in any way appropriate or defendable.

But the only difference between these and the others is the size and the consequences, those that make a moral judgment would be better off looking closer to home.

Is it a coincidence that so many public limited companies come in within their stated profit targets every year? Good management or good financial management? Over perform and you run the risk of raising expectations for future years, underperform and you run the risk of your share price being devalued and your tenure being reduced.

If you release provision in a bad year to bolster the bottom line, or take bad news in a good year to managed down profits, are these really lies? Well yes, in the truest sense of the word they are. But they are universally accepted and ignored.

And in the same way how many companies that state “people are their greatest asset” would stand up at the AGM and announce,

“Profits? Shareholder return? Pah…..we’ve got great people….we rock!”

Business is full of lies.

Anyone who has ever answered the question, “Which dress do you prefer?” with a, “they both look great, but I prefer that one because it matches your eyes, not because there is anything wrong with the other one which is perfectly lovely and looks great on you in every single way…..” (you can tell I’ve practised that).  Can easily transfer this to, “you performed really well and we really enjoyed meeting you, unfortunately we need to make a decision and there were candidates who better matched the criteria for the role”.

Likewise the “bijou property with unusual features and scope for improvement” can easily become, “we are committed to the development of all our employees and helping them fulfil their career potential”.

The language of business is a weasel mix of truth and lies, correct. But it isn’t any different from any other part of society. Politicians, Teachers, Doctors, Sportspeople, Charities, Husbands, Wives, Children.  Let he is who without sin etc. etc.

It is very easy for the press, for the public, for the politicians to highlight individual failings and to find a helpful scapegoat.  Business shouldn’t be held to any higher moral standard than we would hold anyone else. We shouldn’t confuse profit-making with profiteering, we shouldn’t engage in duality or assertions of duplicity. We should be open and honest about our imperfections and the societal need for conformity and complicity.

Lies are an everyday part of our lives and in covering over this fact we are of course reasserting its veracity; an inconvenient, but inescapable truth. Just like any other context, business needs lies to survive, it needs lies to maintain balance and it needs lies to underpin its existence. But like in our social lives, like in sport, like in the church, sometimes a lie becomes so big, so grave that it causes damage, hurt and concern. The fact that in business they are reported more sensationally, doesn’t mean that they are more prevalent or indeed any worse.

Business is full of lies. Guilty as charged. But lets face it, it isn’t in the dock all alone.