18 Comments on Why I Hate the “Sandwich” Technique for Delivering Feedback

Monica Diaz on Thu, 7th May 2009 7:48 am


I have to agree with you on this. I am a big advocate of positive feedback because I truly believe it builds better relationship and reinforces, as you say, practices that we want people to keep up. Plus, I think it is not used enough in the organizational setting. Appreciation should be a daily part of working together, as should be gratitude. That said, it is NOT a good crutch for the “sandwich approach” you describe here, for reason you have eloquently stated. When we build our relationships well, OPENNESS is not only desireable but most people would prefer you say things to them straight (no sugar coating, please). This also builds trust. If not, people are almost skipping the positive feedback thinking “oh, oh… here comes the awful part!” Thanks for a great post.

Art Petty on Thu, 7th May 2009 7:54 am


Monica, thanks for a great comment! I love your perspective on positive feedback and I agree that it is grossly under-utilized. Great point that most people prefer the straight comment. If you are leading a team, your colleagues are fortunate to have someone with such mature perspectives on this topic. -Art

Fred H Schlegel on Thu, 7th May 2009 2:58 pm


Your view that tying positive to negative destroys the effectiveness of the positive is dead on. The cleaner and more professionally you deliver criticism the more useful it is to the person receiving it. Faint praise muddies the water when something needs fixing.

Diana Larsen on Thu, 7th May 2009 3:16 pm


If peers or managers offer feedback effectively, it’s all positive because it builds trust in the working relationship. Sometimes we want to encourage behavior and sometimes we’d like behavior to change or stop. Those times are not the same. I like your point number 1 – the sandwich is for the benefit of the giver, not the receiver. As the recipient of feedback I want clarity about the impact of my behavior on others, not a confusing message, sugar-coated because the giver thinks I can’t take it. Let’s treat adults like adults and give clear, effective feedback. For another good post about feedback, read http://tinyurl.com/dzof5q

Art Petty on Thu, 7th May 2009 3:33 pm


Fred and Diana, thanks for reading the post and adding your comments. It seems as if we are in agreement. Diana, I’m heading over to read your suggested blog post. -Art

Esther Derby on Thu, 7th May 2009 4:12 pm


Art,

Good advice!

I find that many people–including managers–don’t know how to offer feedback in a direct and respectful way. I teach people to use this framework:

Create an opening so you are sure it’s a good time for the person to hear you… not when he’s getting ready for a big meeting or rushing to pick up his kid.

Describe behavior or results. Use neutral language and examples. If the person doesn’t recognize himself in the description or agree with the data, the conversation is over. Labels, comparatives, and absolutes raise defenses.

Describe the impact. If there’ s no impact, why are you having the conversation?

Make a request. You may have a specific behavior in mind, or you may want to engage in problem solving. It depends on the situation.

Finally, don’t sell past the close. If the person gets the point after you describe the behavior, zip it. Otherwise, it feels like you are beating a dead horse.

My experience is that people are likely to accept critical feedback when:

1) the giver or source is believed to be reliable
2) the receiver trusts the intentions of the giver
3)the receiver has a chance provide clarifications
4) the process is fair — both the way the feedback was developed and the way the feedback was communicated

Praise sandwich tends to erode trust in the feedback givers intentions, and once that’s gone, there’s not much chance any useful information will get through.

Art Petty on Thu, 7th May 2009 4:19 pm


Esther, your comment is worthy of a full post and a good course on feedback. Thanks! You’ve included some tremendous suggestions and I love your reiteration of the need for credibility on the part of the giver. Great comment. -Art

CV Harquail on Fri, 8th May 2009 5:06 am


Art, thanks for clarifying these concerns so nicely. I’ve been bothered by this technique also because it’s so easy to see it coming that it doesn’t seem like the person offering it is doing anything more than executing a routine. It doesn’t often feel like the giver is all that mindful.

Patti on Fri, 8th May 2009 11:46 am


Art,

Great post and very well written and stated!

I am reading a great book at the moment called “Made to Stick” by Dan and Chip Heath. In one chapter it talks about the ‘Lead’. Their whole discussion about making something “sticky” or memorable or reinforce the main point is NOT to bury it within extraneous facts.

Start with the main point, make it short, concise, and memorable.

It’s my practice to separate the “developmental” criticism from the celebratory praise. This can be done with respect, dignity and honour of the other person without wrapping it with conversational confusion.

As an employee I want to know what the talk is really about. Confusing the main point with the “bread” can be equally confusing to the employee especially in this global environment in which we find companies more and more involved. Sugar coating the topic with someone who is speaking English as a second language can be harmful to gaining the results you desire.

Thanks for bringing this point forward to your readers!

Art Petty on Fri, 8th May 2009 12:06 pm


Patti, I am enjoying that book as well as I multi-task my way through several at the same time. Great point on making feedback “sticky.” Kudos as well on your approach to maintaining the honor and dignity of the person receiving the developmental feedback. Thanks for reading and for commenting! -Art

Dan McCarthy on Sat, 9th May 2009 4:00 am


Art –
It’s too bad trainers are still recommending this silly approach. Nice job debunking it. It’s shallow and manipulative, but I can see how well intended managers could be drawn to it. Giving critical feedback is hard, and while this technique may make it easier for the manager, it does nothing for the employee.

Art Petty on Sat, 9th May 2009 5:21 am


Dan as a leadership trainer that I hold in high regard, I appreciate your jumping in on this one. Hopefully, this technique is one that we can stamp out as a worst-practice. Thanks for your always welcome comments! -Art

Dealing with Criticism – Be Constructive! (Part II: Giving Criticism) | WHAKATE on Tue, 6th Oct 2009 12:34 am


[...] bloggers include the sandwich approach among their list of ingredients for criticism, Art Petty at Management Excellence begs to differ in “Why I Hate the ‘Sandwich’ Technique for Delivering [...]

Kathleen Carrico on Sat, 20th Feb 2010 7:49 pm


As managers, one must practice direct communication – no sandwiching! Managers who worry about being liked need their own therapy. Managers need to keep in mind they must be FAIR above anything else, and you will still be liked by most. I like to phrase it, “delicately direct” in sensitive situations, but direct nonetheless – great article, thanks for sharing.

Thomas Matthews on Mon, 10th May 2010 12:09 pm


I beg to differ. The Sandwich Technique is not for the giver, it’s for the receiver. Also, anyone in the trenches in management for an extended period understands that to be effective, the giver always tailors the feedback style to the receiver. Most people/receivers are far more receptive when there is a positive opening to discussing charged or negative issues. Your position has a “don’t be a wimp” attitude that is not conducive to being sensitive to each situation, and each person. There are absolutley times when we need to cut to the chase, but I feel you are throwing out the baby with the bath water by simply dismissing one of the tried and true feedback techniques available to us.

Art Petty on Mon, 10th May 2010 12:17 pm


I’ll beg to differ back, but appreciate your chiming in. The most important issue at the end of the day is that feedback is taking place. Nonetheless, I still hate the sandwich technique for the reasons described. -Art

Mike Petrachenko on Sun, 6th Jun 2010 6:58 pm


I liked your post a lot, Art. As a long-time devotee of the sandwich method, it made me stop and reconsider my position. In fact, I am going to stop using the sandwich method whenever I can.

That said, there are many cases where without a spoonful of sugar, the medicine simply would not go down. In my mind, there are two major situations where a “sandwich” feedback approach is the most expedient – and sometimes only – way to get a point across.

First is in giving feedback up the chain of command to an insecure / authoritarian leader. Without baiting the hook, you won’t get the time of day. Unless your harried boss has been recently reminded that (a) they have real strengths and (b) you notice and appreciate those strengths, they won’t take you seriously, writing off your feedback as mere “whining”.

Second is in giving feedback to an insecure co-worker or subordinate. Again, without reminding the individual that (a) they have real value for the organization and (b) that you are well aware of that value – they will just shut down in defensive anger and/or tears when you try to offer constructive criticism.

The issue is that the above two cases are not able to act properly as “adults”. But that doesn’t mean we don’t have to deal with these personalities in the real workplace. Ideally, we could kick them out of a workplace for not having grown up, but that isn’t always practical – or even possible.

Nevertheless, I think that a “sandwich-free” feedback world is a noble goal to work towards. Not only that, although I have a habit of delivering sandwich-formatted feedback (years in Toastmasters made for a hard-to-change habit), I personally prefer to take my feedback straight, and until you put your finger on it, I couldn’t quite figure out why. Thanks for the straight-talk.

Art Petty on Sun, 6th Jun 2010 7:08 pm


Mike, thanks for your remarkably thoughtful and thought-provoking comment. Your two cases are great examples where a bit of “sandwiching” may well be important. -Art

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