WARNING Verbal Abuse? Try the “Turkey Burger Method”- Next Time You Give Critical Feedback
Posted: Friday, December 29, 2006
by rosie
horner associates
“You did it again Monica", said the irritated manager to the clerk, "You spelled two words wrong even with the spell checker. When are you going to get your act together? “Here correct this and get that report back on my desk this morning." The manager continued speaking with a snappy tone, “While you're cleaning up that mess here are four more pages I want typed and added while you are doing it over."
You are probably thinking, “I would never do that." I believe you. Most people know about the varied approaches that can be used to deal with performance. But there will be those occasions when a slip-up may occur. Often those lapses in good verbal judgment are due to just the stressors of the day.
Consider a real simple approach; I call the “Turkey Burger Method". This strategy can be used in and outside of the office for any manager or supervisor who needs to give some meaningful correction to a staff member.
WHY A TURKEY BURGER?
Turkey burgers are low in fat yet taste so good if seasoned right. Our approach to dealing someone’s performance should be healthy. You want to reduce the possibility of clogging up their circulation with a lot of fat. This will only slow down work production in the long run.
In addition, if we reduce the fat we can get right to the point. We can avoid criticizing the person and deal only with the behavior.
DO IT WHEN HOT
If you look at a hot turkey burger fresh off the grill you will notice that that there is steam coming from the burger. Food served when it is hot tastes better. The same is true when we are giving feedback. It should be immediate. The only time that it should ever get lukewarm is if you ,the manager ,is too hot at the time.
FIRST LAYER OF PRAISE
This is not always easy. I am suggesting that you take a deep breath and find some part of the person’s work performance to praise. In the case of Monica, in the example above, the manager could have said. “I appreciate the commitment you show by coming in and staying late everyday. “
BUT? OR HOWEVER?
Most of are listeners are waiting for the “but" or “however". Consider saying something different. For example, “ I would like to see if improvement could be made with some of the typing output. How can I help?
Now, of course some of you can come up with something better. I hope so. The idea is that we take the time to form the right words that will take us directly to the meat.
THE BURGER
This is the time to provide the areas of improvement needed. Be sure to have recent documentation or observed instances of unacceptable behavior. Place emphasis on your concerns about the behavior-not the person.
Allow time for the person to chew the burger. Give them opportunities to share their perceptions and feelings about the behavior you have presented. Do active listening.
Thank the person for sharing.
SECOND LAYER OF PRAISE
It is importance to end the session with words of encouragement. Let the person know that you are hopeful and anticipate changes.
Once again focus on the positive aspects of their work performance. By ending on an upbeat note you are assured of having the entire burger digested remembered for a long time.. Monica’s manager could have said, “Monica, I really respect your commitment to this company. I am confident that we can both come up with solutions to improve the work flow."
After all why should the person just remember the Pepsi or diet Coke they had at lunch and not the main course (smile).
WHOLE WHEAT SESEME SEED BUN
Allow me to say a few words about the bun.. I strongly suggest whole grains.
Nutrition research has validated the importance of fiber in our diets. Plain white bread will not provide the fiber for our bodies the way that whole wheat and seeds can.
Our feedback should be good for the person receiving it. Hopefully, it will be positively remembered and acted on right away. Remember what goes in should make an impact on the performance that comes out!
Have fun!
Rosie
Rosemary (Rosie) Horner is a New Jersey based Trainer, presentation skills trainer and coach and professional inspirational high-energy speaker. She is the author of The Olympian Woman, 59 Ways to Show Your Clients You Care, and 10 Openings and Closings I Dare You to Use in Your Next Presentation. She is a member of Toastmasters International, professional member of National Speakers Association,, New York Chapter of National Speakers Association, and Charter Member of New Jersey National Speakers Association..
All Rights Reserved, Horner Associates, 2005
Get a copy of the bestselling client service primer, “59 Ways to Show Our Clients We Care at http://rosiehorner.com/products/products03_wecare.htm
All Rights Reserved, Horner Associates, 2005
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