I recently read a blog post noting that a recent study showed that the so-called “praise sandwich” performance management technique does not work. (The praise sandwich is when you want to serve up some criticism but precede it and follow it with praise.) Why? Because many employees won’t hear the criticism, but will hear only the praise.
That really struck me because if I were served a praise sandwich, I would hear only the criticism!
Be that as it may, I decided to look into the praise sandwich and found that it is quite a controversial issue. At least in the employee management blogosphere. Who knew?
First, a little more on how it works. You want to tell an employee that her written work is sloppy: typos, poor grammar, disorganization. So you go in and say something along the lines of, “ I really appreciate your willingness to dive in and get done what needs to be done in our department. One area that could use some improvement, however, is your reports, which need some work. [more details]. Otherwise, I again want to tell you that you are a really valuable member of our team.”
What’s wrong – or right – with this approach? Here are some pros and cons.
Cons (in addition to the one noted above):
(1) It’s dishonest and the employee sees right through it.
(2) It’s disrespectful and manipulative because you are controlling the employee instead of being transparent;
(3) The employee is more uncomfortable rather than less because they always know the boom is sure to follow;
(4) It devalues the positive feedback because it’s not genuine and is just being used to soften the negative.
(5) If the praise is more meaty than the criticism (which an uncomfortable manager might do), the criticism is lost in the shuffle.
And now the Pros:
(1) If the praise is relevant and genuine, it allows the employee to save face and retain their self-esteem.
(2) It immediately addresses the employee’s unspoken anxiety: “Am I about to be fired?”
(3) There usually is something positive to say that’s relevant and it’s right to acknowledge it.
(4) Focusing on the positive is a better way to help employees change their behaviors.
(5) An open-faced sandwich is best: Praise – Criticism – Helpful Advice.
Ultimately, of course, the best approach will depend on the circumstances, the employee, and past events. Whichever way you go, it requires honesty, helpfulness, and a positive attitude on the part of the manager dishing the feedback.
What are your thoughts on the “praise sandwich”? ~Amy Stephson