A well-known concept in the world of feedback is the sandwich technique. What exactly is this, what do you achieve with it and how do you apply it properly?
What is the sandwich technique?
In my articles Feedback or criticism? and Receiving Feedback, I have already explained some things about giving and receiving feedback. We have already seen that feedback can easily come across as criticism. You can limit this risk by using the sandwich technique. This means starting and ending by mentioning things that went well. In the middle are the things that could possibly be improved. This method can help you convey a less pleasant message in an acceptable way. So the order is positive feedback – constructive
criticism – positive feedback.
How does it work?
You put the recipient of the message in a positive mood by starting with what went well. Someone who is in a positive mood is more likely to contribute ideas and is less likely to feel threatened or attacked. Secondly, the matters that need improvement are formulated objectively and without judgement. Finally, you express the possibilities you see to improve the situation.
A properly implemented sandwich could look like this:
- After reading your manuscript, I immediately approached a number of publishers to ask if they would like to publish it.
- Unfortunately, I didn’t find a publisher who was willing to do that.
- We may consider publishing it ourselves.
Or:
- In the past we have always had a very pleasant experience doing business with your company.
- However, it has happened a few times now that you deliver too late, and items still turn out to be unavailable after delivery.
- We count on you to take steps to avoid these problems with our next order.
Not for bad news conversations!
In general, this is an appropriate form of feedback if the news is not too bad. The worse and more personal the news, the less suitable this method is. So don’t use this technique for bad news conversations. For example, if you have to tell someone that he has a terminal illness, the sandwich technique is not suitable. In that case it is difficult, if not impossible, to start and end on a positive note.
When?
Use this conversation technique for business conversations such as a performance review or a conversation about the progress of a contract. This technique is also useful for more or less neutral criticism in the personal sphere. For example, if you think that your partner can improve his parenting techniques, if you want to make it clear that you want to visit your parents-in-law less often, or if you tell your neighbors that loud music bothers you.
Prepare yourself
Do not try to use this technique spontaneously in a conversation. The power of the sandwich technique lies in the positive opening and closing. So prepare it well, because if you realize halfway through your sentence that there is no positive ending, you will miss your goal.