Presenting Data in the Feedback Meeting

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The discussion in the feedback meeting presents several opportunities to increase or decrease client acceptance of the data. Here are a number of recommendations for managing the feedback session and presenting the data: • Begin with positive data. Encourage the client to accept and appreciate the organization’s strengths. Understanding strengths can be especially helpful when the client can use them to compensate for or to address weaknesses. Ensure that the themes described in the feedback report provide enough detail to be accurately defined and useful. Some consultants pick one or two representative quotes from interviews as an explanation of a particular theme. • Quantitative data can illustrate trends and how widespread agreement is across the organization, but they can also provide too much detail for clients. A healthy sprinkling of statistics may be all that is necessary to illuminate the trends. Language choices are important in presenting the data. Using nonevaluative descriptive language such as “employees mentioned that decision making on the executive team seemed slow” will be feedback that is more likely to be accepted and acted upon than “you are a slow decision maker.” • The practitioner may assume that the client will be angry, hurt, or embarrassed, because that is how the consultant might feel in the same situation. Consequently the practitioner makes assumptions about the client’s feelings instead of focusing on the facts. However painful it may be for the consultant to say or for the client to hear, it is necessary to share. Avoid minimizing the feedback in order to create a harmonious relationship. Doing so can water down the significance of the message and encourage the client not to take it 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