Page 43 - IHG Global Etiquette_Compendium_S7_flipbook

GLOBAL ETIQUETTE COMPENDIUM

FEEDBACK AND RECOGNITION

Luxury service never stands still so look for
opportunities to give your colleagues feedback as often
as possible.

The emphasis on this should be on recognition of what
your colleagues do well. That is not to say that you
should not give them feedback for how to improve but
research shows that people are much more likely to
change if they receive a ratio of 5:1 in terms of positive
recognition vs areas for development.

In other words, positive reinforcement is often even
more effective in terms of shaping the right behaviours.
You may already be familiar with the SBI framework.
Here’s a reminder:

S SITUATION Start any feedback by defining the where and the when of the SITUATION.
This helps to give the feedback into some context. Make sure the example
is a recent example. Feedback works best when it is timely.
B BEHAVIOUR Then describe the specific BEHAVIOUR that you want to address. It’s
important to give feedback on what you have observed directly but don’t
make assumptions about why this might have happened. Remember this can
be about positive behaviour – not just behaviour that isn’t quite right.
I IMPACT What was the IMPACT of your team member’s behaviour or action.
Particularly focus on the guest outcome. Perhaps as a result of their
intervention, a guest clearly felt particularly looked after. Or as a result of
your team member’s behaviour, a guest felt confused. The impact might be
positive or negative – but it helps to explain why a behaviour is positive or
why it might need to change. Encourage your team member to think about
what they might continue doing or change.

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