• Recognize the difference between various types of feedback used in business
• Understand how to write feedback messages for people outside your organization
• Understand how to write feedback messages for people inside your organization

Feedback in the Workplace

Feedback is constructive information or suggestions provided with the intent of promoting growth and improvement. The words feedback and criticism are often used interchangeably. Criticism in the workplace is generally imagined as situations around a manager and a subordinate, but it is not limited to that. You can also give constructive feedback about the actions of colleagues, customers, or vendors.

How do you write about issues in the workplace that are negative or need improvement? When putting feedback or criticism into writing, the technique will vary based on the situation—who is giving the feedback and who or what is being criticized. Written feedback in the workplace may be approached in a direct versus indirect style, a constructive style, or an active versus passive voice style.

Here are some examples of active voice versus passive voice style:

Active voice: I cannot authorize your entertainment entries on your expense report.

Passive voice: Entertainment entries are no longer covered in our expense policy.

 

Active voice: Company policy prevents us from offering direct deposit until employees have been on the job for 3 months.

Passive voice: Direct deposit is offered only after employees have been on the job for 3 months.

Constructive Criticism

The goal of constructive criticism is to improve the behavior or the behavioral results of a person while consciously avoiding personal attacks and blaming. This kind of criticism is carefully framed in language acceptable to the target person, often acknowledging that the critics themselves could be wrong. Insulting and hostile language is avoided, and phrases are used such as, “I feel…” and “It’s my understanding that…” and so on. Constructive critics try to stand in the shoes of the person being criticized and consider what the situation would look like from their perspective.

Direct vs. Indirect Feedback

Direct and indirect written feedback differ in the order that the criticism, the reasons for the criticism, the buffer, and the close are organized in the message. Using the indirect style is best for reducing resentment and keeping employees open to receiving bad news constructively.

Here is an example of direct-style written feedback:

To: Soraya Turner

From: Vivian Wesley

Subject: Your Social Media Use At Work

Dear Soraya,

[Criticism] You must cease your social media use during business hours immediately.

[Reasons] Company management believes that it is too great a risk to allow employees to use social media while on the job. They worry that you could compromise sensitive company information. At the very least, much time is being wasted online when productive work could be done.

[Close] We appreciate your compliance.

Best regards,

Vivian Wesley

VP Marketing

Here is an example of indirect-style written criticism:

To: Soraya Turner

From: Vivian Wesley

Subject: Your Social Media Use At Work

Dear Soraya,

[Buffer] The company greatly appreciates the insights gained from your activity on social media. The information has been quite helpful in revising our future product plans.

[Reasons] However, management has seen cases from other companies where sensitive information has inadvertently been shared with the public. The interactivity of social media has raised concerns that even well-intentioned use could be risky, and usage by employees could be more of a personal rather than professional nature.

[Criticism] For these reasons, we ask that you refrain from using social media while on the job.

[Close] You are a great employee, and we sincerely value you and your hard work for the company.

Best regards,

Vivian Wesley

VP Marketing