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How to Make a Sandwich Dan North @tastapod

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Part 1: What is feedback?

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@tastapod Formalised in Systems Theory output Simple system input

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@tastapod Formalised in Systems Theory input output Dynamic system feedback

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@tastapod Formalised in Systems Theory input output Dynamic system Delay feedback

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@tastapod Formalised in Systems Theory input output Dynamic system Delay feedback

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Adaptive systems rely on feedback

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@tastapod Reinforcing feedback Accelerating loop - feedback amplifies behaviour - e.g. financial aid, addiction


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@tastapod Reinforcing feedback Accelerating loop - feedback amplifies behaviour - e.g. financial aid, addiction
 “Shifting the Burden”

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@tastapod Reinforcing feedback Diminishing loop - feedback suppresses behaviour - e.g. deterrent, resource starvation


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@tastapod Reinforcing feedback Diminishing loop - feedback suppresses behaviour - e.g. deterrent, resource starvation
 “Tragedy of the Commons”

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@tastapod Stabilising feedback Balancing loop - feedback tends towards stable goal - e.g. cooperation, upstream inlet


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@tastapod Stabilising feedback Balancing loop - feedback tends towards stable goal - e.g. cooperation, upstream inlet
 “Limits to Growth”

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@tastapod Oscillating feedback Thrashing “loop” - feedback flips between states - e.g. shower control, The Beer Game*
 * wikipedia.org/wiki/Beer_distribution_game

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@tastapod Oscillating feedback Thrashing “loop” - feedback flips between states - e.g. shower control, The Beer Game*
 “Boom and Bust” * wikipedia.org/wiki/Beer_distribution_game

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@tastapod Timing is everything

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@tastapod Timing is everything Small and frequent is better than large and infrequent

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@tastapod Timing is everything Small and frequent is better than large and infrequent 
 Delay in feedback increases “drift”

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@tastapod Timing is everything Small and frequent is better than large and infrequent 
 Delay in feedback increases “drift” - reduces system’s responsiveness

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@tastapod Timing is everything Small and frequent is better than large and infrequent 
 Delay in feedback increases “drift” - reduces system’s responsiveness - limits options

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@tastapod Timing is everything Small and frequent is better than large and infrequent 
 Delay in feedback increases “drift” - reduces system’s responsiveness - limits options - increases processing effort


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@tastapod Timing is everything Small and frequent is better than large and infrequent 
 Delay in feedback increases “drift” - reduces system’s responsiveness - limits options - increases processing effort
 This is why Lean Operations prefers small batch size

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@tastapod Why do we ask for feedback?

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@tastapod Why do we ask for feedback? - to improve or modify our behaviour


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@tastapod Why do we ask for feedback? - to improve or modify our behaviour
 - for help when we are stuck


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@tastapod Why do we ask for feedback? - to improve or modify our behaviour
 - for help when we are stuck
 - for recognition when we think we are doing well

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@tastapod Why do we offer feedback?

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@tastapod Why do we offer feedback? - to improve the system of work

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@tastapod Why do we offer feedback? - to improve the system of work - to model a culture of encouraging feedback

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@tastapod Why do we offer feedback? - to improve the system of work - to model a culture of encouraging feedback - to control others

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@tastapod Why do we offer feedback? - to improve the system of work - to model a culture of encouraging feedback - to control others - to demonstrate our superior knowledge

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@tastapod Feedback is a System

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@tastapod Feedback is a System Offered or Sought

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@tastapod Feedback is a System Offered or Sought Heard

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@tastapod Feedback is a System Offered or Sought Heard Actioned

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@tastapod Feedback is a System Offered or Sought Heard Actioned

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Part 2: Delivering feedback

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@tastapod Feedback should be about behaviour

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@tastapod Feedback should be about behaviour Feedback is usually heard at a personal level

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@tastapod Feedback should be about behaviour Feedback is usually heard at a personal level - “Your work is sloppy” heard as “You are a sloppy worker”

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@tastapod Feedback should be about behaviour Feedback is usually heard at a personal level - “Your work is sloppy” heard as “You are a sloppy worker” 
 How about:

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@tastapod Feedback should be about behaviour Feedback is usually heard at a personal level - “Your work is sloppy” heard as “You are a sloppy worker” 
 How about: - Your work has been sloppy recently

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@tastapod Feedback should be about behaviour Feedback is usually heard at a personal level - “Your work is sloppy” heard as “You are a sloppy worker” 
 How about: - Your work has been sloppy recently - On this specific occasion your work was substandard

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@tastapod Feedback should be about behaviour Feedback is usually heard at a personal level - “Your work is sloppy” heard as “You are a sloppy worker” 
 How about: - Your work has been sloppy recently - On this specific occasion your work was substandard - If you did these things your work quality would improve

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@tastapod Feedback should be about behaviour Feedback is usually heard at a personal level - “Your work is sloppy” heard as “You are a sloppy worker” 
 How about: - Your work has been sloppy recently - On this specific occasion your work was substandard - If you did these things your work quality would improve - If you did these things it would make me happier

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@tastapod SBI: a model

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@tastapod SBI: a model Situation

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@tastapod SBI: a model Situation Behaviour

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@tastapod SBI: a model Situation Behaviour Impact

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@tastapod In the team meeting on Friday SBI: a model Behaviour Impact

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@tastapod you spoke across me several times In the team meeting on Friday SBI: a model Impact

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@tastapod so I felt like I wasn’t being allowed to share my opinion with the team you spoke across me several times In the team meeting on Friday SBI: a model

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@tastapod Sidebar: the Ladder of Inference

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Part 3: Structuring feedback

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@tastapod Porpoise feedback

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@tastapod Porpoise feedback Offer specific positive regard

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@tastapod Porpoise feedback Offer specific positive regard Assume everything else will self- correct

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@tastapod Porpoise feedback Offer specific positive regard Assume everything else will self- correct Everything else will self-correct

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@tastapod Sandwich feedback

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@tastapod Sandwich feedback Offer specific positive regard

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@tastapod Sandwich feedback Offer specific positive regard Offer a growing edge

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@tastapod Sandwich feedback Offer specific positive regard End with general positive regard Offer a growing edge

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@tastapod “ Atkins” feedback Offer specific positive regard End with general positive regard Offer a growing edge

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@tastapod “ Atkins” feedback Offer a growing edge

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Part 5: Receiving feedback

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@tastapod Say “Thank you”

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@tastapod There is no step 2 Say “Thank you”

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Concluding thoughts

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@tastapod Feedback affects the system

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@tastapod Feedback affects the system 
 Be honest about your own motives

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@tastapod Feedback affects the system 
 Be honest about your own motives 
 Practise giving and receiving feedback

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@tastapod Feedback affects the system 
 Be honest about your own motives 
 Practise giving and receiving feedback 
 Always say “Thank you”

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@tastapod Thank you