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Il feedback è solo una (semplice) scusa per aggiustare le cose (complesse) che non funzionano

Il feedback è solo una (semplice) scusa per aggiustare le cose (complesse) che non funzionano

Dare feedback è duro

Ieri mattina una mia ex-collega che andrà in pensione alla fine del mese, mi ha inviato un messaggio con una foto di un mini-seminario che avevo fatto in azienda nel 2009: «Dare e ricevere un feedback: parlare semplicemente di cose difficili». Che carino. Quasi mi faccio tenerezza.

La didascalia diceva: «Sto facendo ordine».
E io le ho risposto: «Butta».

Perché il feedback continua a essere di moda?

Sono passati 11 anni e ancora oggi su LinkedIn vedi professionisti che condividono consigli su come dare feedback e ne parlano come se fosse innovazione alla decima potenza.

Queste tecniche erano già vecchie 10 anni fa. Trite come le lenzuola del corredo della nonna.

In un commento a un post di LinkedIn sulla cultura agile, ho fatto un’osservazione simile e mi è stato risposto “Se una teoria ha dieci anni, non vuol dire che non sia applicabile”. È vero: non critico il feedback in sé, critico l’uso che ne si fa.

La strumentalizzazione del feedback

Perché promuoviamo il feedback in azienda?

Semplice, perché la gente non si parla.
Non si parla veramente, intendo.

Molti manager ritengono che fermarsi a parlare con un collaboratore sia una perdita di tempo: se le cose funzionano, perché dovrei?
Per altri, invece, sollevare questioni difficili è impossibile: non ne hanno il coraggio, non ne hanno la voglia o ne temono le conseguenze.

Il primo passo, quindi, non dovrebbe essere quello di assumere consulenti (come me) per “insegnare” ai manager a dare feedback; la prima cosa da fare è cercare di creare un’organizzazione che sia portata in modo naturale alla condivisione. La condivisione del sapere, delle differenze, delle idee.

Ma è molto più facile percorrere la solita strada dell’approccio formativo: qualcosa manca, perché non l’abbiamo spiegato/insegnato. È un modo di ragionare comune, perché è figlio di un altro flagello, ovvero l’esaltazione del problem solving – che ci porta a dover creare problemi complessi, per adottare soluzioni semplici e soddisfare quindi il loop del creo e risolvo problemi – cosa che mi fa sentire utile.

Sono pochi i consulenti che vi contraddiranno, perché è l’incapacità dei leader di creare un buon ambiente di lavoro a farci campare.

Quindi, care e cari capi d’azienda: se non avete a cuore (veramente) il benessere dei vostri collaboratori, non risolverete mai il problema alla radice.

Perché non dobbiamo parlare di felicità e di produttività

Abbiamo sentito tutti che il feedback rende il collaboratore più soddisfatto e quindi più produttivo. Ecco, l’equazione felicità = produttività è un abominio. L’argomento è valido, ma, quando viene utilizzato per spiegare l’utilità di un intervento, come quello di creare una cultura del feedback, è semplicemente un argomento di vendita.

Un argomento di vendita che è stato confezionato per le orecchie di chi capisce solo il linguaggio economico del secolo scorso. Aumenta la produttività? Oh, allora vale la pena fare l’investimento.

Invece, il problema di base che abbiamo nelle aziende è la paura.
Per i collaboratori, parlare con il proprio capo è spesso un’impresa titanica: si deve prendere appuntamento, aspettare una risposta, trovare il momento giusto – e magari quello che avevamo da dire è già passato o si è già cristallizzato in risentimento profondo.

Quando la situazione diventa insopportabile, ecco che parte il mail pieno di rancore e di rimostranze. Al quale il capo deve rispondere. E la risposta varia: dal colloquio finalmente concesso, al mail di risposta incendiario, oppure, spesso, al non fare nulla. Neanche rispondere. Limitarsi a dire: «vedremo».

Perché anche il capo ha paura.
Di cosa? Di creare maggiore insoddisfazione. Di demotivare. Di incentivare il collaboratore a mettersi in malattia. Di abbassare la produttività, insomma.

La condivisione è la soluzione

In un contesto di questo tipo, che è altamente disfunzionale, arriviamo noi risorse umane con le nostre teorie del feedback, che sono utilissime ma che hanno la stessa valenza del consiglio dato a un bimbo di tre anni: prima di rubare i biscotti, chiedi se te ne dà uno. Magari funziona.

Ecco: magari funziona.
Allora spieghiamo tecniche di facilitazione, di come dire le cose, di quali tempi trovare, di dove è meglio dare un riscontro, come se ci fosse un culto del feedback, organizzato con luoghi e rituali.

Magari ti interessa
cancel culture e fallimento

In realtà quello che basterebbe che le persone facessero è… parlarsi.
Parlarsi regolarmente, semplicemente, e senza paura.

Sebbene una formazione su come dare (e ricevere) feedback possa essere utile, la maggior parte di noi ha la capacità di darlo in modo naturale. Non abbiamo bisogno di imparare tecniche sofisticate. Ma a una condizione: la paura deve essere trasformata nella convinzione che questo sia un modo di aiutare l’altro.

Non a essere più produttivo. Aiutare l’altro. Punto. Fermiamoci allo stadio in cui la nostra azione è disinteressata.

Le buone intenzioni…

I momenti di feedback e le valutazioni annuali o semestrali o trimestrali sono semplicemente un modo che abbiamo trovato per obbligare la gente a sedersi e parlare. Almeno una volta.

Però sarete d’accordo con me che sarebbe stato molto più facile dirsi le cose davanti a un caffè la mattina, piuttosto che tirare fuori un taccuino con tutte le problematiche degli ultimi dodici mesi, no?

L’approccio che va per la maggiore, invece, è quello di cercare di mitigare la difficoltà di dare feedback; in pratica, il feedback strutturato diventa la lima con cui si cerca di smussare gli angoli della paura di dirsi le cose.

Vanno in questo senso anche i vari Feedback a 360° che garantiscono l’anonimato, o le app che raccolgono il feedback dei collaboratori in tempo reale: sono utili in termini di raccolta dati, ma creano uno scudo tra chi ha la responsabilità di dare un feedback e chi dovrebbe riceverlo.

In pratica, con la scusa di rendere il feedback pervasivo e democratico, quello che facciamo è dare il messaggio inverso: dare feedback di persona è talmente duro che abbiamo smesso di provarci.

E i manager disinteressati (veramente) alle persone ringraziano – e pagano, di nuovo, noi consulenti per un intervento essenzialmente estetico (e li ringraziamo, per questo, pur sapendo che andremo all’inferno).

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