The Feedback Converter: Transforming Even the Toughest Criticism into Municipal Gold

Welcome to day four of our deep dive into “Thanks for the Feedback” by Douglas Stone and Sheila Heen. Today, we’re focusing on a game-changing skill for city managers: becoming a masterful receiver of feedback. This ability can turn even the most challenging criticism into valuable insights for your municipality.

The Art of Receiving: From Defense to Discovery

As leaders in the public eye, you’re no stranger to feedback – both solicited and unsolicited. The key to leveraging all input for growth lies not in the giving, but in the receiving. Let’s explore how to shift from a defensive stance to one of curiosity and learning.

1. Adopt a Learning Mindset

The Challenge: It’s easy to fall into the trap of seeing feedback as a performance evaluation rather than a learning opportunity.

The Shift: Approach each piece of feedback as a chance to gain new perspectives on your city’s operations and your leadership.

Practical Application:

• When receiving feedback, ask yourself, “What can I learn from this?” rather than “How can I prove this wrong?”
• Use phrases like, “That’s an interesting point. Can you help me understand how you came to that conclusion?”

2. Disentangle Intent from Impact

The Challenge: Often, we react to what we assume is the feedback giver’s intent, rather than the actual content of their message.

The Shift: Separate the impact of the feedback on you from the assumed intentions of the giver.

Practical Application:

• When a council member criticizes a policy decision, focus on their specific concerns rather than assuming they’re trying to undermine your authority.
• Practice saying, “I understand this decision had [X] impact. Can you tell me more about your concerns?”

3. Cultivate Feedback Resilience

The Challenge: Constant exposure to criticism can wear down even the most thick-skinned leader.

The Shift: Build your capacity to engage with difficult feedback without becoming defensive or discouraged.

Practical Application:

• Develop a “feedback support system” of trusted colleagues or mentors who can help you process tough input.
• Regularly reflect on past instances where critical feedback led to positive changes, reinforcing the value of the process.

4. Master the Art of Feedback Pulling

The Challenge: Often, the feedback you receive is vague or not particularly helpful.

The Shift: Take an active role in shaping the feedback you receive to make it more specific and actionable.

Practical Application:

• When given general feedback like “Communication needs improvement,” ask for specific instances and examples.
• Request feedback on particular aspects of your performance: “What’s one thing I could do to make our council meetings more effective?”

5. Create a Personal Feedback Filter

The Challenge: Not all feedback is created equal, and trying to act on every piece of input can be overwhelming and counterproductive.

The Shift: Develop a system for evaluating and prioritizing the feedback you receive.

Practical Application:

• Create categories for feedback: Urgent/Important, Consider for Long-term, and Not Applicable.
• Look for patterns in feedback from multiple sources to identify key areas for focus.

The Feedback Integration Loop: From Receiving to Results

Becoming a skilled receiver is just the first step. To truly leverage feedback for municipal success, consider implementing this feedback integration loop:

1. Receive: Practice the skills above to take in feedback effectively.
2. Reflect: Take time to process the feedback, identifying key insights and potential actions.
3. Respond: Communicate back to the feedback giver about what you’ve heard and any actions you plan to take.
4. Revise: Implement changes based on the feedback, where appropriate.
5. Review: Circle back to assess the impact of the changes and gather new feedback.

Your Feedback Receiving Challenge

This week, focus on improving your receiving skills. When you get a piece of feedback, practice asking two follow-up questions to deepen your understanding before responding.

Share your experiences or questions in the comments on our LinkedIn post. You can find me on LinkedIn here or our company page, HaltingWinter, here. What’s the most valuable piece of feedback you’ve received recently, and how did your receiving skills impact your ability to use it?

Remember, as a city manager, your ability to receive and integrate feedback effectively sets the tone for your entire organization. By mastering this skill, you’re not just improving your own leadership – you’re fostering a culture of openness, growth, and collaboration that can transform your entire municipality.

Stay tuned for tomorrow’s final post in this series, where we’ll tie everything together and provide a roadmap for implementing these feedback strategies in your day-to-day operations. And don’t miss this week’s podcast episode, “Feedback Revolution: Transforming City Hall Conversations,” for more insights on mastering the art of feedback in municipal leadership.

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Seth Winterhalter is President of HaltingWinter Municipal Solutions, dedicated to making stronger cities through stronger leaders. Through executive coaching, consulting, and the Municipal Leadership Development Circle (MLDC), HaltingWinter helps city managers and municipal leaders transform their leadership impact and their organizational culture.