“Sticks and Stones May Break My Bones but Words Will Never Hurt me”Â
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If performance feedback was a drug, many of us could be easily sued for malpractice.
One of the most cited research studies on performance feedback is based on meta-analysis by Kluger and DeNisi who reviewed over 3,000 studies (607 effect sizes, 23,633 observations) on performance feedback. They found that although there was a significant effect for feedback interventions (d=.41), one third of all studies showed performance declines ((Kluger, A. & DeNisi (1996). The effects of feedback interventions on performance: A historical review, meta-analysis and preliminary feedback theory. Psychological Bulletin, 119, 254-285)).Â
Although the authors speculated about many reasons why performance feedback led to actual performance declines in 33% of all studies they seemed to suggest that in most cases it leads to individuals feeling hurt, demotivated and emotionally upset.Â
No doubt someone was saying something to you that could have been emotionally hurtful. Well, it seems this old saying really doesn’t have any scientific merit at all. In fact, recent research suggests that indeed feeling emotional hurt, being given critical feedback from your boss, having your ideas rejected by other respected colleagues, being made fun of, or being verbally abused all seem to have the same negative impact on our health.
It seems that emotional pain and physical pain both follow the same neuro pathways in our brain and can both lead to the same outcomes of depression, immune suppression and fatigue. In a nifty study by Naomi Eisenberger and colleagues at UCLA, she was able to use the latest technology to peer into the inner workings of our brain called functional magnetic resonance (fMRI) while a team was involved in a social exercise designed to provoke feelings of social isolation and rejection.
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She studied what part of the brain was activated while a group of subjects played a computer game with other individuals they did not know. She created two possibilities of being rejected–either actively or passively (she told them they couldn’t not continue because of some technical problems). Comparison of fMRI brain activity in the active exclusion group versus inclusion conditions revealed greater activity in the part of the brain that is associated with physical pain (anterior cingulate cortex). Additionally, the subjects who were rejected also reported feeing psychological distress based on self-report measures ((Eisenberger, N., Lieberman, M. and Williams, K. (2003). Does rejection hurt? An fMRI study of social exclusion. Science, 302, 290-292)). Maybe dying of a broken heart isn’t so crazy…..
If Eisenberger and her UCLA researchers are correct in what they are finding (they seem to be replicating their results in several follow up studies), it would appear that indeed feedback in some cases might actually be harmful to your health.Â
How often has critical, negative and awkward feedback been perceived to be hurtful by those we love, admire or even find challenging in your life? Ever had a 360-degree feedback experience that left you feeling a bit numb (OK, you know the real reason for 360-feedback was to “out†the critics and provide supporters a vehicle to share how wonderful you are)? OK, how about a performance evaluation meeting that just plain left you dumbfounded about why your boss mentioned something that might have occurred 10 to 12 months ago but never bothered to mention it to you? We are know that feedback is the key necessary (but not sufficient) condition to create awareness, insight and reflection to help us do things more, less or differently in the future–it really is the only way to enlighten those with the “no clue†gene. We also know the leaders in our lives that seemed to possess the emotional intelligence and skills to say just right thing in the right way to actually motivate us to want to change our behavior.
The big warning about feedback isn’t that some leaders are gifted, innately talented or develop the skill to provide constructive criticism. It’s the scary research about just how often feedback leads to poor performance. Let’s try to put the current research on performance feedback into perspective. You may or may not remember when the anti-inflammatory drug Vioxx was taken off the market–one study in 2004 actually suggested that users of this drug were significantly more likely to develop heart attacks and strokes compared to a placebo. The FDA actually pulled the drug from the market because of the risk for harm to our health.
I only wish I had a dollar for every time I was unable to “pull back†that comment, phrase or email that came from my mouth or fingertips…Be well….
[tags] leadership development, executive development, multi-rater feedback, bullying, performance feedback, emotional intelligence, emotional pain, engagement, retention, kenneth nowack, ken nowack, nowack [/tags]
Ken Nowack
Kenneth Nowack, Ph.D. is a licensed psychologist (PSY13758) and President & Chief Research Officer/Co-Founder of Envisia Learning, is a member of the Consortium for Research on Emotional Intelligence in Organizations. Ken also serves as the Associate Editor of Consulting Psychology Journal: Practice and Research. His recent book Clueless: Coaching People Who Just Don’t Get It is available for free for a limited time by signing up for free blog updates (Learn more at our website)
Ken, this is a very interesting article and research. I can clearly recall feeling the pain of certain feedback. On the other hand, I’ve also received very critical feedback but it was delivered with such care and love from the other person, that the level of pain was lessened considerably; my response to change that behavior was far more active than in other cases.
So, how the feedback is delivered may have a significant impact on recipient’s response.