Responding to difficult feedback

When someone in your team raises an issue it can be tough to hear but it's also a great opportunity to change something for the better. 

In most cases this type of feedback will be shared as a  Fix. You can navigate to the Fix tab in either the web or mobile apps to review.  Depending on your notification settings, we'll also let you know when you have new Fixes from your team.

Here's some guidance on how to respond to difficult or negative feedback from your team: 

  • Respond promptly to show the whole team that you're listening. This can easily prevent a little niggle becoming a big issue.  
  • You don't need to give a detailed response straight away – liking the post or writing a short comment is a great first step and shows your team member that you've read their feedback. 
  • Some feedback may need a prompt for more information – don’t be afraid to ask a few questions to get the conversation going. You can do this in person or by commenting on any Fix post. 
  • Some issues may require face-to-face discussion – suggesting that you discuss the issue in the next one-on-one catch-up is a great way to respond to a Fix. 
  • It's not up to you to solve every issue yourself. It's your job to guide your whole team to step up, suggest solutions and then take action to make a change happen.

Keep in mind that acknowledging one person’s feedback can help others in the team feel more comfortable sharing theirs. The more you can get into a habit of responding to your teams feedback, the more normal it will become for the whole team to share open and honest feedback. 

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