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Performance Feedback Using the Turkey Burger Method “You did it again, Monica,” said the irritated manager to the clerk. “You spelled two words wrong even with the spell checker. When are you going to get your act together? Here, correct this, and get that report back on my desk this morning. Here are four more pages I want typed and added while you’re doing it over.” Monica looked away from the stack of papers the manager threw on her desk. She looked up at the angry face of the woman staring down at her and said, “Nothing I do is ever good enough for you. No matter how long I stay, or how early I come in, you always find something wrong. I can’t meet all the demands of your staff and not be allowed to make mistakes. I guess I am just the wrong person for this job.” You may be thinking, I would never do that. I believe you. Most people know about the varied approaches that can be used to deal with performance. But on some occasion, perhaps due to the stresses of the day, a slip-up may occur. I want to suggest a real simple approach that I call the “turkey burger method.” Anyone who needs to give some meaningful correction can use this strategy inside or outside the office. Why a Turkey Burger? Turkey burgers are low in fat yet taste so good if seasoned right. Our approach to dealing with someone’s performance should be healthy. You want to reduce the possibility of clogging their circulation with a lot of fat. This only slows down work production in the long run. In addition, if we reduce the fat, we get right to the point. We avoid criticizing the person and deal only with the behavior. Do It When Hot Look at the illustration and notice that steam is rising from the burger. Food tastes better when it’s served hot—immediately when it comes off the grill. The same is true when we give feedback. Our response should be immediate. The only time that it should ever get lukewarm is if you, the manager, are too hot at the time. First Layer of Praise This is not always easy. I suggest that you take a deep breath and find some part of the person’s work performance to praise. In the case of Monica, in the example above, the manager could have said, “I appreciate the commitment you show by coming in and staying late everyday.” But or However? Most of us wait for the “but” or “however” so that we can go directly to the meat. Consider saying something different. For example, “I would like to see if improvement could be made with some of the typing output. How can I help?” Now, of course, some of you can come up with something better. I hope so. The idea is that we take the time to form the right words that will take us directly to the meat. The Burger This is the time to provide the areas of improvement needed. Be sure to have recent documentation or observed instances of unacceptable behavior. Place emphasis on your concerns about the behavior and not the person. Allow time for the person to chew the burger. Give them opportunities
to share their perceptions and feelings about the behavior you
have presented. Do active listening. Second Layer of Praise Once again focus on some positive work performance. By ending with an upbeat note, you are assured of having the entire burger digested and remembered for a long time. After all, why should the person remember only the Pepsi or diet Coke they had at lunch and not the main course? Whole Wheat Sesame Seed Bun Nutrition research has validated the importance of fiber in our diets. Plain white bread will not provide the fiber for our bodies the way that whole wheat and seeds can. Our feedback should be good for the person receiving it. Hopefully, it will be remembered positively and acted on right away. What goes in should make an impact on the performance that comes out! Have fun! Rosemary (Rosie) Horner is a New Jersey based Trainer, presentation skills trainer and coach and professional inspirational high-energy speaker. She is the author of The Olympian Woman, 59 Ways to Show Your Clients You Care, and 10 Openings and Closings I Dare You to Use in Your Next Presentation. She is a member of Toastmasters International, professional member of National Speakers Association,, New York Chapter of National Speakers Association, and Charter Member of New Jersey National Speakers Association. Get a copy of the bestselling client service primer, “59 Ways to Show Our Clients We Care at http://rosiehorner.com/products/products03_wecare.htm All Rights Reserved, Horner Associates, 2005 Non exclusive reprint rights are granted as long as links are not in the body of the article and website link is maintained.
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