KSS July Edition eKourier 2025

TRAINING

THE FEEDBACK ADVANTAGE: HOW TO GIVE AND RECEIVE IT LIKE A PRO L et’s talk about one of the most misunderstood and (in many organisations) underused tools

feedback, the same rule applies. Be specific, be respectful, and focus on the behaviour. Instead of saying, “You’re not pulling your weight,” you might say, “Hey, I noticed the lock checks haven’t been done the last two days can you help me understand why that is, do you need a hand making time for them?” It’s a conversation, not a confrontation. TIMING IS EVERYTHING Great feedback isn’t saved for perfor- mance reviews or monthly one-on- ones. The best feedback happens in real time, or close to it. If someone’s done a great job, tell them then and there. If something didn’t go quite right, talk about it as soon as it’s appropriate, ideally while the details are still fresh and emotions are calm. Feedback is most effective when it’s delivered while the moment is still relevant. BUT WHAT ABOUT RECEIVING FEEDBACK? This is where things can get tricky. Even when it’s well-intentioned, feedback can trigger a bit of defensiveness. That little voice inside says, “Wait, did I mess up?” It’s normal, but the real skill is being able to shift from defensive to curious. Take a breath, listen without interrupting, and ask yourself: “What can I learn from this?” Not all feedback will come wrapped perfectly. Sometimes it’s a little rough around the edges. But even then, if you stay open, you might find something valuable inside. Ask clarifying questions, reflect on what was said, and—this is key—say thank you. Feedback takes courage to give, especially when it’s about something that needs improvement. Showing appreciation builds trust and shows maturity.

MAKING FEEDBACK PART OF OUR EVERYDAY CULTURE Here’s the thing, the more often we give and receive feedback, the more normal and helpful it becomes. At Kennards, we don’t want feedback to be some rare event. We want it baked into our daily rhythm. That might mean: • Giving a quick shout-out at the end of the day. • Asking a teammate, “Is there anything I could’ve done better in that situation?” • Offering a small piece of advice in the moment. And don’t forget the power of positive feedback. Catch people doing things well. Celebrate it. It’s easy to focus on what needs fixing, but recognition reinforces the behaviours we want to see more of. When someone feels seen and appreciated, they bring even more to the table. THE FEEDBACK ADVANTAGE IN ACTION Imagine a team where people feel safe to speak up. Where they know they’ll be recognised for their wins and supported through their challenges. Where feedback isn’t personal, it’s purposeful. Whether you’re just starting out or leading a team, developing your feedback skills is one of the most powerful things you can do. Give it with clarity and care. Receive it with openness and curiosity. And above all, see it for what it truly is, a tool for growth, a builder of trust, and a daily habit that helps us all get better together. So next time you see something worth calling out good or not-so-good don’t hold back. Speak up, lean in and embrace the feedback advantage. Wayne Brown Learning & Development Manager

in the workplace, feedback. Just the word itself can make people feel uncomfortable. It’s often associated with awkward conversations, criticism, or a formal sit-down filled with tension. But here’s the truth, feedback, when used properly, is one of the most powerful development tools available. At Kennards Self Storage it’s something we all need to be comfort- able giving and receiving. The good news? Feedback doesn’t need to be scary or formal. It’s not about pointing out flaws or waiting until something’s gone wrong. Feedback is simply about helping each other grow, that includes recognising what’s going well. When feedback is done well, it builds trust, strengthens relation- ships, and makes our teams stronger. Whether you're managing a centre, leading a region or state, or working out of THQ, knowing how to give and receive feedback effectively gives us a real edge—that's the feedback advantage SO, WHAT EXACTLY IS “GOOD” FEEDBACK? At its core, good feedback is specific, timely, and focused on behaviours not personality. Let’s break that down. Imagine someone says to you, “Nice work today.” It feels good, sure, but what did you do that was “nice”? Now compare that to, “I really liked how you handled that upset customer this morning. You stayed calm, asked good questions, and helped them feel heard.” That second version gives clarity, it tells you exactly what you did well and encourages you to do it again. It’s not just a pat on the back, it’s a confidence boost with a lesson built in.

And when it comes to improvement

15 Kennards Kourier July 2025