posted 05-16-2001 15:08               

Have you ever been surprised--and frustrated--by feedback you received in your annual performance evaluation? In traditional work settings, managers often "hoard" comments until the formal review or offer praise while letting unaddressed problems fester. Such feedback usually lacks reciprocity--employees rarely get to suggest ways for managers to improve their performance. More progressive companies may suffer from a similar lack of communication, because no one wants to create conflict. Over time, untimely guidance and coaching can lead to low productivity and morale.

"Stop, Start, Continue" is a simple technique for fostering respectful and effective communication. In the spirit of learning, one person tells another things she should "stop" doing, things she should "start" doing, and things she should "continue" doing. For example, a manager might recommend that a worker stop using a certain supplier, start tracking time spent on different projects, and continue collaborating with colleagues in other departments. The worker might suggest that his manager stop arriving late to meetings, start delegating more tasks to others, and continue apprising department members about project budgets.

This approach allows both sides to give direct and specific feedback. It ensures that valuable information gets communicated even-handedly, reinforces productive behavior, and provides managers with insight into their employees' capabilities. Teams can also use "Stop, Start, Continue" to develop a list of action items or unearth hidden problems. When colleagues can communicate honestly and collaborate to improve processes, they advance team learning and provide opportunities for developing shared vision.