TUF Workshop Blog

How to give good feedback

Many of the TUF principles that front line staff use are for quick customer interactions where the customer will leave after a few minutes. Mostly you can't ask them to change their behaviour. You just need to work out ways to live with it and be able to respond to them.

But what about the difficult internal customer? How do you ask them to change their unwanted behaviour when they are going to be with you every day?

Transactional Analysis has a method they call the 'stroke sandwich'. That is positive negative positive.

Positive
Say something positive about the person, what you appreciate about their work, them or their ability.

Negative
Tell them what part of their behaviour is unacceptable to you

Positive
Reaffirm you desire to work well with them, mention something positive you can truthfully say about them.