Feedback Messages

Throughout the listening process, a listener gives a speaker feedback– messages sent back to the speaker reacting to what is said. Feedback tells the speaker what effect he or she is having on the listeners). This can take many forms: A frown or a smile, a yea or a nay, a pat on the back or a punch in the mouth are all types of feedback. Sometimes feedback is easy to identify, but sometimes it isn't. Part of the art of effective communication is the ability to discern feedback and to adjust messages on the basis of that feedback. For example, on the basis of feedback, a speaker may adjust messages by strengthening, deemphasizing, or changing the content or form of the messages. These adjustments then serve as feedback to the receiver – who, in response, readjusts his or her feedback messages. The process is a circular one, with one person's feedback serving as the stimulus for the other person's feedback, just as any message serves as the stimulus for another person's message.

Another type of feedback is the feedback you get from listening to yourself: You hear what you say, you feel the way you move, you see what you write. On the basis of this self-feedback you adjust your messages; for example, you may correct a mispronunciation, shorten your story, or increase your volume.

You can view feedback in terms of five important dimensions: positive-negative, person-focused-message-focused, immediate-delayed, low-monitored-high-monitored, and supportive-critical.

Positive-Negative. Positive feedback(smiles, applause, and head nods signifying approval) tells the speaker that the message is being well received and that he or she should continue speaking in the same general mode. Negative feedback(frowns, boos, puzzled looks, gestures signifying disapproval) tells the speaker that something is wrong and that some adjustment needs to be made.

Person-Focused-Message-Focused Feedbackmay center on the person ("You're sweet," "You've got a great smile") or on the message ("Can you repeat that phone number?" "Your argument is a good one").

Immediate-Delayed.In interpersonal situations feedback is most often conveyed immediately after the message is received. In other communication situations, however, the feedback may be delayed; for example, feedback from an interview may come weeks after the interview took place. In media situations some feedback comes immediately – for example, through Nielsen ratings; other feedback comes much later, through consumers' viewing and buying patterns.

Low-Monitored-High-Monitored. Feedback varies from the spontaneous and totally honest reaction (low-monitored feedback) to the carefully constructed response designed to serve a specific purpose (high-monitored feedback). In most interpersonal situations you probably give feedback spontaneously; you allow your responses to show without any monitoring. At other times, however, you may be more guarded, as when your boss asks you how you like your job or when your grandmother asks what you think of her holiday fruitcake.

Supportive-Critical.Supportive feedback confirms the worth of the person and what that person says; it occurs when, for example, you console another or when you encourage the other to talk; it often involves affirmation of the person's self-definition. Critical feedback, on the other hand, is evaluative. When you give critical feedback you judge another's performance – as in, for example, evaluating a speech or coaching someone learning a new skill.

Each feedback opportunity, then, presents you with choices along at least these five dimensions. To use feedback effectively you need to make educated choices along these dimensions. Realize that these categories are not exclusive. Feedback does not have to be either critical or supportive; it can be both. Thus, in teaching someone how to become a more effective interviewer, you might critically evaluate a specific interview but you might also express support for the effort. Similarly, you might respond to a friend's question immediately and then after a day or two elaborate on your response.

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