Most of us know the importance of feedback. And, we do our best to give it regularly. Holding back your recognition and not jumping in to correct the course when things go wrong causes your agents to disengage with their work. Then, that disengagement brews and spreads, mounting into more attrition in your contact center and a harder hit to your bottom line.
But, identifying and offering the right balance of positive and negative feedback, challenges many managers. With a limited number of hours in the day, how do you share enough feedback with each of your team members?
And how do you strike the right balance between positive and negative feedback? According to research , the ideal praise-to-criticism ratio is Meaning, for every negative comment you make, you need to share five positive comments as well. The original research by Emily Heaphy and Marcial Losada IDed this ratio of positivity to negativity in high-performing business teams. In medium-performing teams, the ratio was about With teams sharing two positive comments for every negative comment.
And, in low-performing teams, the ratio stood at stark contrast. Negative interactions during conflict include being emotionally dismissive or critical, or becoming defensive. Body language such as eye-rolling can be a powerful negative interaction, and it is important to remember that negativity holds a great deal of emotional power, which is why it takes five positive interactions to overcome any one negative interaction.
And these negative interactions happen in healthy marriages, too, but they are quickly repaired and replaced with validation and empathy. Couples who flourish engage in conflict differently than those who eventually break up. Not only do the Masters of marriage start conflict more gently, but they also make repairs in both minor and major ways that highlight the positivity in their relationship.
Below is a list of interactions that stable couples regularly use to maintain positivity and closeness. Be Interested When your partner complains about something, do you listen?
Are you curious about why he or she is so mad? Express Affection Do you hold hands with your partner, offer a romantic kiss, or embrace your partner when greeting them at the end of the day?
Expressions of affection can happen in small ways both within and outside of conflict. Within conflict, displays of physical and verbal affection reduce stress. Bringing up something that is important to your partner, even when you disagree, demonstrates that you are putting their interests on par with yours and shows your partner that you care about them. Not only do we have a built-in partiality toward negative information, but negatives increase disproportionately over positives.
It's not a one-to-one ratio. In other words, one positive cannot offset one negative. When you tell your husband, "Thanks for giving the kids a bath, honey," and five minutes later say, "You forgot to take out the trash—again," the negative drowns out the positive. Our brain needs a higher number of positive entries to counterbalance this built-in negativity bias. And several small, frequent, positive acts pack more punch than one giant-size positive.
The size of the positive doesn't count; quantity does. It's strictly a numbers game. That's why throwing his wife an expensive surprise birthday party at a fine restaurant can't make up for a husband's daily negative behavior and remarks. And a wife's present to her husband of that new riding mower he had his eye on won't compensate for her continual nagging and critical comments. One super-size positive cannot offset multiple negatives.
Many husbands, wives, and children are starving emotionally. Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information. Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies.
It is mandatory to procure user consent prior to running these cookies on your website. The Conversational Chemistry of Leadership Neuroscience is now teaching us that when we face criticism, rejection or fear, when we feel marginalized or minimized, our bodies produce higher levels of cortisol, a hormone triggered by the hypothalamus causing a fight or flight reaction. Our self-talk is the seed bed to our conversations with those we influence, for better or worse: The tongue is a fire, a world of evil among the parts of the body.
Long-Team Success The chemistry of our leadership conversations is vital to keeping ourselves and others encouraged and engaged. Transformation from the Inside Out Dave and Sue provide coaching for real life, personal health, and leadership breakthrough. Connect with Us.
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