Giving Feedback - Dealing with Emotions

Feedback can trigger very strong emotional reactions. People receiving feedback might experience shock, anger, defensiveness, or they may become highly upset. If this happens, don't shut the conversation down (even if uncomfortable). Listen to them and encourage them to talk. Let them vent. As they do so, the emotional temperature will begin dropping and they will gradually calm down. Then resume the discussion.

• Recognize that giving feedback can release a person's emotions.
• Learn to deal with emotions like shock, anger and upset when giving feedback.
• Listen, encourage, and show understanding to help calm the person.
• Don't wind up the conversation because a person is emotional.
• Take some responsibility for the situation if appropriate.
• Give the person time and encouragement to express their feelings, then resume the feedback discussion.