Decoding the Feedback Puzzle: The Three Keys to Unlocking Collaborative Success in City Management

As we continue our journey through “Thanks for the Feedback” by Douglas Stone and Sheila Heen, today we’re diving into one of the book’s most powerful insights: the three distinct types of feedback. Understanding these types is crucial for city managers looking to transform criticism into collaboration and fuel municipal success.

The Feedback Trio: Appreciation, Coaching, and Evaluation

Stone and Heen identify three types of feedback, each serving a unique purpose:

1. Appreciation: “Thanks for your hard work.”
2. Coaching: “Here’s a way to do it better.”
3. Evaluation: “Here’s where you stand.”

Let’s explore how each type applies in the municipal leadership context and how understanding them can help you turn potential criticism into collaborative fuel.

1. Appreciation: The Motivational Spark

Appreciation is about recognizing effort, acknowledging results, and making people feel valued. In a municipal setting, this might look like:

• Thanking a department head for their thorough budget report
• Recognizing a team’s effort in successfully implementing a new city program
• Acknowledging a staff member’s extra hours during a crisis

Why it matters: Appreciation builds trust, boosts morale, and creates a positive work environment. When people feel valued, they’re more likely to engage in collaborative problem-solving and embrace constructive feedback.

Collaboration Tip: Make appreciation specific and authentic. Instead of a generic “good job,” try “Your detailed analysis in the budget report really helped the council understand our financial position. Thank you for your thoroughness.”

2. Coaching: The Growth Catalyst

Coaching feedback aims to help the receiver improve their skills, knowledge, or capabilities. For city managers, this could involve:

• Suggesting ways to improve communication with difficult council members
• Offering strategies to enhance public speaking skills for town hall meetings
• Providing guidance on navigating complex political situations

Why it matters: Coaching feedback fosters a culture of continuous improvement and learning. It shows investment in your team’s growth and can turn potential weaknesses into strengths.

Collaboration Tip: Frame coaching feedback as a partnership. Instead of “You need to improve your public speaking,” try “Let’s work together on enhancing your presentation skills for the upcoming town hall. I have some strategies that might help.”

3. Evaluation: The Reality Check

Evaluation feedback assesses performance against a set standard. In municipal leadership, this might include:

• Annual performance reviews for department heads
• Assessments of project outcomes against initial goals
• Feedback on adherence to city policies and procedures

Why it matters: Evaluation provides clarity on where individuals and teams stand. It helps align expectations and can motivate improvement when done constructively.

Collaboration Tip: Use evaluation as a springboard for dialogue. After providing an assessment, ask, “What are your thoughts on this evaluation? How can we work together to build on your strengths and address areas for improvement?”

Putting It All Together: The Collaborative Feedback Loop

Understanding these three types of feedback allows you to:

1. Identify what type of feedback you’re receiving or giving, reducing misunderstandings
2. Ensure you’re providing a balanced mix of all three types to your team
3. Recognize when you need a specific type of feedback and ask for it explicitly

By mastering this trio, you can create a feedback ecosystem in your municipality that nurtures growth, clarity, and collaboration. Instead of dreading feedback sessions, your team will come to see them as opportunities for shared success.

Your Feedback Challenge

This week, try to consciously incorporate all three types of feedback in your interactions. Pay attention to how your staff responds to each type. Which seems to spark the most collaborative energy? Share your experiences in the comments on our LinkedIn post. You can find me here or our company page, HaltingWinter, here.

Remember, every piece of feedback, whether it’s appreciation, coaching, or evaluation, is an opportunity to fuel collaboration and drive your municipality toward excellence.

Stay tuned for tomorrow’s post, where we’ll explore how to overcome emotional triggers that can derail productive feedback conversations. And don’t forget to check out this week’s podcast episode, “Feedback Revolution: Transforming City Hall Conversations,” for more insights on mastering the art of feedback in municipal leadership.