Feedback Wrap: What, how, where and why to apply it?
The what, how, where and what for of an observation can make all the difference between getting a high quality service delivery and one in which you have to invest extra time in corrections. Also between gaining a permanent ally and having to look for another collaborator.
Feedback is one of the most important pillars of continuous improvement, it increases the efficiency of processes and keeps people motivated.
In a study of 65,672 employees in 2018, Gallup found that those who received positive feedback had turnover rates that were 14.9% lower than for employees who did not receive that feedback.
An important fact to know, considering that in this time the context changed and we must adjust to the new normality. Ensuring quality connection with the different team members.
Let me tell you a little bit about the origin of this article: Working in a financial services company, I had the opportunity to work with 4 Agile Methodology Squads (46 people in total), who were with the Scrum framework and whose objective is the development of software for the Bank. My role as a facilitator of agile methodologies, is to consolidate the professional skills of the 4 Scrum Master, among other activities. All the above described, under the figure “online”. (Covid-19 does not allow face-to-face work at this time).
I decided to apply the Feedback Wrap tool of Management 3.0, when I observed a recurrent behavior of a Scrum Master when he did not comply correctly with the Daily Meeting.
The Feedback Wrap is a tool that allows a complete and constructive feedback in 5 phases. The objective of this practice is to develop in the Scrum Master the ability to take responsibility for the Daily Meeting without deviation from good practice.
To do this, these are the different steps to be taken:
- Prepare the power point presentation with the ingredients of the Wrap (The usual flat breads are the wheat tortillas; the filling usually consists of chopped lettuce, diced tomato, onions and a sauce, such as honey mustard or ranchera).
- The meeting is called for next Friday at 9:00 AM, and will last a maximum of 45 minutes. (Via Zoom)
- Explanation of the Feedback Wrap and each of its 5 phases
- They were told that they had to fill each phase separately, estimated time per phase between 3 to 5 minutes. We work at www.miro.com
- We began by explaining the purpose of the activity, that from there we must leave aligned in the fulfillment of the Scrum methodology and their respective times for the Daily Meeting.
- That in Phase 1, (When you grab the wheat tortilla), the context is described: In a specific way to increase the level of understanding. At this point the key is assertive communication, so that the reason for the meeting is understood exactly.
- In Phase 2, (When you put the lettuce on), a list of your observations is made: Avoid personal judgments and assessments, be objective, specific and concrete. The correct thing to say is: in the last 3 weeks you were 5 minutes late to the Daily Meeting, on Thursday and Friday. The wrong thing: It seems to me that you are arriving late and I believe that this situation is not well seen by your colleagues. Generalizations should be avoided (everyone, never, nothing, etc.).
- Phase 3,(You place the tomato squares), your emotions and feelings are explained: you comment on how you felt and the impact this situation had on you. By being aware of how the situation affects our emotions and being able to express them, it allows us to generate some actions to control it, increasing the interpellation among the team. Example: I was concerned about the recurrence of your late arrival at the meeting.
- Phase 4, (Is putting the onion) Explain your needs, what you really need to achieve with this meeting. Empathize with the people involved, to fully understand and comprehend what is going on. Indicate the benefits and / or consequences of compliance or not of what is agreed in this meeting. Example: It is necessary to build the credibility of your actions with the fulfillment of good practices of Scrum (responsibility), to continue developing your profile as a Scrum Master within the organization.
- Phase 5, (The elaboration of the Wrap is completed by adding the sauces to your taste) Suggestions are made: Give suggestions and/or recommendations that add value; that the person receiving the feedback understands and makes corrections immediately. If you consider it necessary to give more than one suggestion, you can do so and the important thing is that the person receiving the feedback indicates whether he or she agrees or not with the recommendations. Example: If you arrive on time at the Daily Meeting, you will be able to observe all the benefits that will be produced with the rest of your colleagues, your credibility and leadership will increase.
- At the end of all the phases, each participant shares what has been developed. And the person who is receiving the feedback, takes a group of recommendations that will serve to have a better performance. In this practice, the person who received the Feedback Wrap takes away a group of recommendations and suggestions. There he indicated, which will be the first 5 he will execute. A commitment was created on his part with the team. The idea is to follow up on a weekly basis.
- A total of 45 minutes were used in the development of the whole activity (30 minutes in the interactions of the phases, average of 6 minutes in each one). The rest of the time in explanations of the methodology was used).
As a facilitator of the Feedback Wrap of Management 3.0 I learned the importance of giving accurate feedback, objectively indicating the facts, commenting on the influence of emotions and feelings of the situation, defining what is needed in a concrete way and finally, indicating the recommendations that are considered appropriate to enable the person involved, to comply with what was agreed.
The Scrum Master team was grateful with this new tool, they believe that it will facilitate in the future to make necessary corrections to the members of the Squad.
In a next opportunity, I would like to do it in physics. I felt a bit distant doing it online, but that’s my appreciation. The team commented that they felt accompanied at all times.
In my role as a facilitator I would remain the same if it was online. If it is face-to-face, I would share with the team some wrap, so that they can live the whole experience.
The team obtained as a result: security and confidence in making a feedback wrap.
If you lead any team, I recommend this wonderful tool: Feedback Wrap of Management 3.0, it simplifies your management as a leader and increases your interrelation with the rest of the team. You will save a lot of time communicating correctly and concretely with your team.
There are 5 phases required to give a Feedback Wrap, I consider that it is to go from the complex to the simple in a structured way. I invite you to try it with your team, I know you will be surprised by the positive results.
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Ph. D. Rolando Jurado
Doctor of Management
Instagram: @RolandoCoach
