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The Importance of Feedback

This article aims to persuade you that feedback is important for people working in charities and to tries to convince you that we should do more of it. 

When talking to people about the importance of feedback, the response is typically positive. After all, it is hard to disagree that feedback provides valuable insights into areas for development and that it facilitates growth by offering perspectives from different viewpoints. Feedback also enhances communication and strengthens relationships by promoting open dialogue and understanding.

However, when it comes to the practical reality of giving or receiving feedback, it can feel somewhat different. For example, it is easy to take it personally when we hear others’ thoughts on how we might improve our performance. The person giving the feedback may think they are saying, ‘it is good… but it would be even better if…’, but the person receiving the feedback often hears, ‘what I did wasn’t good enough’.

When this in in the context of a charity volunteer, the effect can become amplified, since it is understandable to fall into a mindset of, ‘I am a volunteer, so the organisation should be grateful for the time I am giving them, not criticising me’.

It can even be difficult when the feedback is positive, because although people might be pleased with this, they can find it difficult to respond to. For example, some people say things like, ‘I’m not good at taking compliments’. 

So, if we accept the premise that feedback is useful, how can we as individuals become better at it? The key is to create the right conditions and a culture that promotes and encourages feedback. It requires a charity to have a culture of what Google refer to as psychological safety. This is about having an environment where everyone feels comfortable expressing themselves and sharing their views without the fear of negative consequences. It’s where everyone feels accepted, respected and valued, which enables the charity’s staff and volunteers to take risks, to share ideas, and to provide much-needed feedback without feeling threatened or judged. 

A key aspect of feedback is listening. In fact, let’s go further than that and say active listening. Through active listening, people can more effectively understand each other’s perspectives, thereby building stronger relationships based on trust that contribute to becoming a  more effective charity. 

Giving and receiving feedback where there is trust is simpler and more effective. Perhaps we should think of this as connection before correction and the great news is that it’s something we can all achieve.