Feedback is a chance for growth
Susan Sloop is an Extension county director for Illinois Extension. She presented Mastering the Art of Feedback for the Joint Council of Extension Professionals Extension Leadership Conference in February 2025 in Savannah.
Susan Sloop is that calm-under-pressure, smile-that-means-it, quietly persuasive person that’s impossible to ignore.
In a room filled with brilliance, she sparkles the brightest.
In her Extension Leadership Conference presentation last week, she reminded us that feedback done well leads to growth and motivation. As county director for three east-central Illinois counties, she encourages a culture of learning and support with authentic feedback that builds up instead of tears down.
Susan is a fan of the FrameWorks Institute and its reframing strategy for changing how people hear us, what they understand, and how they act.
From problem to solution
If the objective of your feedback is to help the staff member get better, then be prepared to work together on possible solutions. I guarantee you, they already know they messed up. If they knew how to fix it, they likely would have already done it.
“In your feedback, shift from pointing out problems to creating solutions,” Susan says.
From you to we
One strategy supervisors can use is incorporating “we” language instead of “you.”
Example
Instead of “You were late on your part of the project.”
Try “Let’s discuss how to manage tasks better.”
“Us/We” acknowledges that the supervisor has a role to play in the staff’s success and is willing to help in their growth. It acknowledges the issue directly and provides strategies for improvement. It also opens the door for staff to share challenges that are interfering with their ability to meet the deadline, such as other pressing deadlines, conflicting priorities, or away-from-office challenges.
From critique to celebration
Feedback shouldn’t only happen when someone’s done something wrong. Acknowledging success builds a culture of respect and teamwork on common goals. Susan’s team nominates colleagues for the “Big I Award” (remember, it’s Illinois, and they like their I branding!). In addition to a traveling trophy, the winning staff member gets positive feedback from peers who recognize their daily actions.
All of us need a pat on the back, no matter how long we’ve done this work.
From vague to specific
Whether the feedback acknowledges missteps or success, it should follow the S-B-I formula developed by the Center for Creative Leadership.
Situation: Be specific about the time, place, and circumstance around the issue.
Behavior: Describe what you observed or heard without judgment. That means “you said …” instead of saying “you were rude.”
Impact: Describe the impact on you, others, and the team.
The S-B-I formula focuses the discussion on the action and reduces the anxiety and defensiveness of the recipient and giver alike.
About Susan: Susan Sloop is the county director for Clark, Crawford, and Edgar counties. She leads a team dedicated to building strong community partnerships, developing impactful programs, and ensuring that Extension services effectively meet the diverse needs of the local communities. In her early career, Susan’s work focused on early childhood development, healthy aging, and family resilience, addressing key areas of social-emotional wellness.. Email Susan.
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