Case Study: Enhancing Feedback with the ACCAT Framework
Background
John, a middle manager at a mid-sized software company, is challenged with providing feedback to his team. Committed to maintaining a positive work environment, he hesitates to give constructive criticism, which has led to performance issues, particularly with his direct report, Sarah.
Problem Statement
Sarah, an otherwise skilled developer, has begun to miss deadlines and submit subpar work. John knows this trend needs addressing but fears that direct feedback may create conflict.
Realising the Importance of Feedback
During a leadership development program, John learns about the importance of effective feedback and is introduced to an enhanced ACCAT framework:
Ask, not Tell
Client-Centered, not Coach-Centered
Curious, not Judgmental
Aware of Biases and Judgments
Transparent
Implementing the Enhanced ACCAT Framework
Ask, not Tell
Scenario: John initiates a conversation with Sarah by asking questions to understand her perspective, rather than jumping into advice or directives.
Dialogue: "Sarah, I’d love to hear your thoughts on the recent project outcomes. Can you walk me through how you approached them?"
2. Client-Centered, not Coach-Centered
Scenario: John focuses on Sarah’s needs and perspectives rather than imposing his own solutions, ensuring the dialogue revolves around supporting her growth.
Dialogue: "How do you feel about your current workload and the tools we're using? Is there anything you wish was different?"
3. Curious, not Judgmental
Scenario: By adopting a curious mindset, John seeks to understand the root cause of Sarah’s challenges without making assumptions.
Dialogue: "I’m curious about the challenges you’re facing with the new project management software. What specific aspects are proving difficult?"
4. Aware of Biases and Judgments
Scenario: John remains mindful of any personal biases or judgments that might affect his perception of Sarah’s performance, allowing for a fair and open discussion.
Action: John reflects on his tendency to equate output speed with productivity, recognising that the adaptation to new systems varies for each team member.
5. Transparent
Scenario: John strives for transparency in his expectations and the feedback process, ensuring Sarah understands the why behind the conversation.
Dialogue: "I want to be upfront about the importance of meeting our project deadlines and how it affects the team. Let’s work together on strategies to overcome the hurdles you’re facing."
John’s adoption of the enhanced ACCAT framework transforms the feedback session into a collaborative problem-solving dialogue. Sarah feels valued and understood, leading to increased engagement and improvements in her performance. Together, they implement a plan for additional training and workload adjustments, significantly enhancing project outcomes.
Effective feedback is crucial for team success and individual development. By embracing the enhanced ACCAT framework, John shifted from simply managing performance to fostering a culture of support and growth. This case demonstrates how a client-centred, curious, and transparent approach to feedback can foster better communication and enhance team performance.
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