By Rose O. Sherman, EdD, RN, NEA-BC, FAAN
“I feel like I am walking on eggshells with some of my staff. I try to give them direct feedback, and then they tense up and tell me that I am harsh. If I use the feedback sandwich, all they hear is the good stuff and shut out everything else I say. How should I change my approach?”
These comments from a nurse manager are echoed repeatedly in workshops that I conduct. Giving feedback has two essential parts. The first aspect, which I have written about in other blogs, is creating a culture of feedback where staff expect to get feedback about what they need to start, stop, and continue doing to improve professional performance. The second aspect is your approach and choice of words.
Many managers like the one above struggle with this second aspect of feedback, especially with their Generation Z staff. It is helpful to look at the best evidence on feedback to improve your approach. In his new book 10-25: The Science of Motivating Young People, Dr. David Yeager from the University of Texas recommends using the research-tested Wise Feedback Approach to give younger staff (and your kids) feedback. I outline the approach below:
The first statement sets expectations: “I have very high standards about the care that we deliver to our patients on this unit.”
The second statement is designed to create psychological safety, acknowledge ability, and build confidence: You are a bright professional with great potential. I know you can meet these standards, so I am providing you with feedback. I am here to support you.
The third statement provides concrete information about what the staff member needs to start, stop, and continue doing professionally.
Yeager points out that young people today struggle like never before to carve out their place in a turbulent and uncertain world. These struggles may manifest in behaviors that sometimes seem overconfident or very defensive. Young staff may lash out at the feedback they need to avoid derailing. The lack of level-setting expectations and the absence of expert nurses to serve as mentors is why the feedback sandwich may not work with Generation Z.
The WISE feedback approach is widely used in education settings today because it has been proven to work. As I told this manager, “If you keep doing what you are doing, you will keep getting the behaviors you are getting.” Why not try the WISE approach instead?
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