Creating Harmony Through Feedback: A PM’s Perspective

I’ll start this post honestly. I have historically considered myself a feedback hater, but as a project manager, I've learned to appreciate the power of a strong feedback culture. In the world of digital project management, where collaboration, communication, and constant change are the norm, feedback can be one of our most powerful tools for team success.

By connecting my natural PM skills of empathy and quiet leadership with the project management principle of servant leadership, and with the daily changes brought by AI innovations, I've grown to value the human-first approach of giving kind, clear, direct, and actionable feedback to my teams.

Giving and receiving feedback can be uncomfortable, but it's a skill that improves with practice and authenticity. It's difficult to return from PTO and discover a forgotten task is now weeks overdue, or to address a problematic behavior pattern with a valued colleague when it's affecting a project and team members.

Having experienced diverse workplaces, I've observed both healthy and unhealthy approaches to feedback. In toxic environments, feedback often instills fear, becoming a "gotcha" moment that can diminish one's reputation or even lead to job loss. Conversely, some workplaces lack any structured feedback process, resulting in annual performance reviews where supervisors and employees hold starkly different views on accomplishments and areas for development.

I feel very fortunate to work in an environment where feedback is intentional, frequent, and rooted in care for one another.

Here are some gifts that I recently gained from feedback I’ve received, and given:

Team-First Task Management

This summer was particularly stressful, as most summers tend to be. In addition to my professional responsibilities, I'm a mom to a toddler and am navigating significant household changes. Recent feedback highlighted some "papercuts" impacting my team, prompting me to reframe my approach to daily tasks. Instead of solely focusing on efficient task completion and reacting to constant emails and notifications, I'm now taking a mindful pause.

My priority is now to pass the baton to my teammates thoughtfully. Before handing off a task, I review it carefully, asking myself:

• Is all necessary information included?

• Are the timelines fair and accurate?

• What questions would I have if I were receiving this task?

This shift in perspective has significantly reduced follow-up questions and interruptions, allowing my teammates to maintain their workflow more smoothly.

Mediation

As a project manager, my role involves a constant cross-functional perspective. I understand the distinct interests and stakes of various departments in a project, allowing me to see both sides when teams exchange feedback. Client projects are often complex, and feedback isn't always directed at a single individual. Embracing servant leadership, I sometimes need to de-escalate emotional situations by asking insightful questions that help clarify the situation. It's crucial to separate emotions from facts to identify lessons learned and the client's actual needs. We are all passionate and strive for the best outcomes. I take significant ownership in ensuring every stakeholder feels heard, agrees with the retrospective, and aligns with the client solution. While individual feedback may arise from these situations, my paramount concern as a PM is to restore harmony among colleagues and establish a clear path forward.

Making Amends

Fostering strong relationships with my teams and clients is the cornerstone of my daily work. When I receive feedback, it's crucial for me to take the necessary time to truly digest and reflect before following up. While it can be initially difficult to acknowledge that you've disappointed a coworker, I've discovered that the period immediately following feedback offers the best opportunity to strengthen that relationship and move forward. Just as giving feedback can be challenging, it's equally frustrating for the person providing it if they feel their input was disregarded and nothing has changed. Taking a moment to acknowledge your shortcomings, outline your plan for improvement, and demonstrate genuine care for the person who needs more from you is a significant step. This approach allows you to progress to a stage where you can solve more complex problems together and cultivate deeper mutual respect.

Giving Effective Feedback

This year, my understanding of servant leadership and the benefits of constructive feedback has inspired me to strive for new heights in my personal growth. A crucial aspect of this journey is learning to deliver feedback to my team members with the same care and consideration I hope to receive, ensuring it is well-received and appreciated. I make it a practice to avoid giving feedback while angry, instead allowing myself an evening to reflect on the situation's facts and what I genuinely believe to be the best path forward.

One of my favorite books, Wonder by R.J. Palacio, offers an essential quote for all individuals: "When given the choice between being right or being kind, choose kind." In the context of feedback, this means staying truthful to the facts of a situation, but never prioritizing your desire to be "in the right." The person receiving the feedback should always be the central focus, treated with kindness, dignity, and respect, enabling them to truly listen and grow.

Feedback is never perfect, and it’s never easy. But the more we practice it, with curiosity, courage, and compassion, the more it transforms from a hurdle into a gift.

In healthy teams, feedback isn’t about pointing out what’s wrong, it’s about helping each other become our best. Whether you’re leading a cross-functional agency team or managing client relationships, learning to give and receive feedback with empathy can transform not just your projects, but your professional growth.