Falling into a Feedback Loop

On the benefits of constant critique at work

Abby Farson Pratt
Jul 24, 2017 · 5 min read

When I started working at Journey Group, I quickly learned that these people were relentless in their devotion to a few things: Fresh coffee. Macbooks. And feedback. Lots and lots of feedback.

“Feedback” fell into common parlance when Americans started using microphones in the early 20th century. The squeal of feedback was a bad noise, but it was useful. It told you something was broken.

Similarly, we rely on feedback to refine our work at Journey Group, whether it’s a web application or a glossy periodical. We want to know what’s not working. Because feedback — the art of giving and receiving constructive criticism — makes every project, partnership and person stronger.

Creating a feedback culture

On my first day, the Journey Group team already believed in me, even though I hadn’t “proved” myself to anyone yet. That confidence and graciousness made me feel even more inspired and committed to my role and my daily work.

Because of this culture of trust and openness at Journey Group, when I receive constructive criticism, I know that it is coming from a place of sincere encouragement. I can accept the feedback as it was intended, to construct, to build the work up — not tear me down.

We can all agree that having a feedback-friendly environment sounds like a great thing. But how do you create that culture in your office, if it’s absent?

Kindness and trust can grow anywhere. You don’t have to be the CEO to model a culture of encouragement and constructive critique. Build credibility with your coworkers by praising their good work. Mention how much you appreciated their effort on a stressful project. Point out something you love about that layout they designed. Tell them you notice how hard they’ve been working to meet that deadline.

Kindness and trust can grow anywhere. You don’t have to be the CEO to model a culture of encouragement and constructive critique.

It takes time to create this feedback ecosystem. But once it’s established, healthy roots grow throughout a team or organization. Then, when the time comes to share a critique, the message falls on receptive soil.

Here are some things we’ve learned in our 25 years as a design agency about how to give and receive feedback at work.

How to give feedback

  1. Give it often. Set up expectations that feedback is given and received on a regular basis. Every Wednesday at Journey Group, we gather for lunch and “creative review.” At creative review, we share inspiration, challenges or recent projects and ask for input. It’s a safe space to brainstorm and test ideas. During the rest of the week, we continue asking each other for feedback, and this frequency reduces our anxiety about receiving it. If critique is a normal part of the day, it’s not surprising or disconcerting when it’s offered.
  2. Lead with a kind word. Unsurprisingly, people like to be encouraged: 67% of employees whose managers focus on their strengths feel more engaged with their jobs. And employees whose managers focus on their weaknesses do not tend to feel as engaged (Gallup). Encouragement is a powerful motivator for good work. Open the conversation on a positive note.
  3. But avoid empty praise. People can tell when you’re being false or when the praise rings hollow. Don’t fabricate a compliment just to have something positive to say. Be sincere. Separate the person from the performance.
  4. Lead with questions. When you need to share criticism, questions can help soften the message. Questions are less threatening than declarative statements. And questions invite your coworker to be an equal part of the conversation — rather than feel like she is on the receiving end of a lecture.
  5. Give feedback face to face, as often as you can. This isn’t always possible, with the increasing number of teams that work remotely, but criticism via email is often received poorly. In-person critiques, with all the accompanying nuances of body language and verbal expression, are more likely to be received well than criticism by text or Slack.
  6. End with gratitude. After you share your feedback, whether it’s positive or negative, express your thankfulness for your coworker’s effort, receptivity or commitment to the project.

Now, for the harder part: How can we receive constructive criticism graciously? Here are a few things we’ve learned.

How to receive feedback

  1. Ask for it often. Invite feedback from your manager and coworkers. This makes the work better, of course, but when the critique comes, you’re not shocked or hurt by it: You asked for it, and you believe that feedback will improve the project.
  2. Separate the work from yourself. Psychologically, we’re prone to receive criticism as a personal threat (Fast Co.). And we tend to overemphasize and fixate on the negative aspects of feedback. Instead, trust that constructive critique is not a criticism of you. This can be hard to do. But choose to believe it anyway. (Pro tip: Human brains are obliging and easily tricked.)
  3. Evaluate it privately and ask for some time to ponder. Not all feedback is created equal. Sometimes, you may get conflicting information or advice. Learn how to filter it out and weigh what you’ve heard against your instincts.
  4. Acknowledge your mistakes. Own your errors and don’t offer excuses or cast blame. And don’t beat yourself up: Self-flagellation doesn’t improve the outcome of the work or your relationship with your team.
  5. Learn from your mistakes. It’s one thing to acknowledge your mistakes; it’s another to learn from them. Reflect on your intentions and the outcome. Determine what adjustments, small or large, you can make in the future.
  6. End with gratitude. Say “thank you.” Mean it. Persuade yourself that the comments are coming from a good place. They probably are. And even if they aren’t, you’ve been sharpened in the process.

We become better designers, writers, strategists and developers when we evaluate our work and encourage one another on a regular basis.

Believe in your team. Trust each other to do good work. And with a healthy environment of constructive criticism, you will.


Interested in what we’re up to? Follow Journey Group on Facebook, Twitter and Instagram.

Journey Group

Exploring the practical, daily questions we encounter in the world of editorial design.

Abby Farson Pratt

Written by

Content strategist at @JourneyGroup by day. Calligrapher by night.

Journey Group

Exploring the practical, daily questions we encounter in the world of editorial design.

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