Session 4: Communication Cycle and Importance of Feedback

1. Revisiting the Communication Cycle

• Definition: The communication cycle describes how a message travels from a sender to a receiver and back. It is a continuous loop that ensures communication is a two-way process.
• Why a "Cycle"? It's called a cycle because the process doesn't end when the message is received. It only ends when the sender gets a response (feedback), which in turn makes the receiver a new sender.

The Steps in the Cycle (Recap):

1. Sender: Has an idea.
2. Encoding: Forms the idea into a message (words, pictures, etc.).
3. Message: The content to be sent.
4. Channel: The medium used (e.g., voice, email).
5. Receiver: Gets the message.
6. Decoding: Interprets the message.
7. Feedback: The receiver’s response, which travels back to the sender.

The Role of Feedback: Feedback is the final, essential link that closes the loop. Without it, the sender is just talking at someone, not with them.

---

2. What Exactly is Feedback?

• Definition: Feedback is the response or reaction that the receiver gives back to the sender after receiving and understanding a message.
• Purpose: Its primary purpose is to let the sender know if their message was:
  • Received: "Yes, I got your email."
  • Understood: "I understand the instructions."
  • Agreed with: "That's a great idea, I agree."
• In a Work Environment: Feedback is about communicating with someone to help them improve their performance. It's about sharing observations in a helpful way.

---

3. Types of Feedback

Feedback can be categorized into different types based on its nature and intent.

1. Positive Feedback (Reinforcement)

• What it is: This type of feedback is about telling someone what they did well. It focuses on their strengths and praises their good work.
• Purpose: To encourage and motivate the person to continue doing the good things. It builds confidence and reinforces positive behavior.
• Examples:
  • "Great job on the presentation! Your points were very clear."
  • "I really appreciate you helping me with my homework."
  • "You handled that difficult customer very calmly. Well done."

2. Negative Feedback (Constructive Criticism)

• What it is: This type of feedback points out areas for improvement. It is NOT about scolding or blaming someone. It should be delivered constructively.
• Purpose: To help a person understand their weaknesses and guide them on how to improve. The goal is to correct behavior, not to discourage the person.
• Examples:
  • "Your report was good, but next time, please double-check for spelling errors."
  • "You have great ideas, but try to speak a little louder in meetings so everyone can hear you."
  • "You seem to be late in submitting your assignments. Is there a challenge you are facing?"

3. No Feedback

• What it is: When you don't receive any response at all.
• What it means: Silence can also be a form of feedback. It often indicates disagreement, lack of interest, or that the message was not received at all. It can be very confusing and unhelpful for the sender.
• Example: You send an email with a project idea to your team, and no one replies. This "no feedback" might mean they didn't like the idea or are too busy.

---

4. The Importance of Feedback in Communication

Feedback is not just a part of the cycle; it's the fuel that makes the communication engine run smoothly.

1. It Validates Effective Listening: When you give feedback, you are proving to the sender that you were actively listening and understood them. This makes the sender feel heard and respected.

2. It Motivates: Positive feedback is a powerful motivator. When people's hard work is appreciated, they are inspired to perform even better and maintain good relationships.

3. It is a Tool for Learning: Feedback is the foundation of learning. It helps us see what we are doing right and where we are going wrong. Without feedback, we might keep making the same mistakes.

4. It Improves Performance: Constructive feedback helps people and organizations improve. By understanding what needs to change, individuals can make better decisions, develop new skills, and enhance their overall performance.

5. It is Always There: In every interaction, we are constantly giving and receiving feedback, even if it's non-verbal (like a smile or a frown). It's an unavoidable part of communication.

---

5. How to Give Good Feedback: The Four Rules

For feedback to be effective (especially constructive feedback), it must be delivered in the right way.

1. Be Specific, Not General

• Bad (General): "Your work is bad."
• Good (Specific): "The introduction of your essay is a bit confusing. Can you try to state your main point more clearly in the first paragraph?"

2. Be Timely

• Give feedback as soon as possible after the action has occurred. Feedback loses its impact if it is delayed for too long.
• Good: Giving feedback on a presentation right after it ends.
• Bad: Waiting two weeks to tell someone they made a mistake.

3. Be Polite and Kind

• Use respectful language. The goal is to help, not to hurt. The recipient should not feel attacked or offended.
• Bad (Impolite): "You always mess this up."
• Good (Polite): "I noticed a small error here. Let's see how we can fix it together."

4. Offer Continuing Support

• Feedback should be an ongoing conversation. After giving feedback, let the person know you are there to help them.
• Example: "If you need help practicing your speech, just let me know. I'm happy to listen."