Feedback "Como dizer à sua tia  o que achou do cafezinho?"
Autor: Marcia Aires | Publicado: 2014-07-19T10:33:00-07:00



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Por
Amélia Meleiro, da Venser Consultoria





Ao
dar feedaback, é necessário agir com delicadeza e respeito.



É
esperado que o gerente não destrate ou humilhe o subordinado

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Meu pai não escondia suas opiniões.
Nunca hesitava, mesmo quando falava diretamente com o responsável pelo assunto
avaliado. Antes de cada visita à casa de parentes e amigos, minha mãe sempre
sugeria que ele agisse com delicadeza ao fazer os comentários. Apesar disso,
cansei de ouvi-lo falar muito mal de cafezinhos servidos por mais da metade das
minhas primas e tias, desrespeitando frontalmente o que fora recomendado ao
sair de casa. Um dia, em conversa com ele, eu defini seu estilo: “Pai, o senhor
é de uma franqueza que beira a falta de educação”. Ele riu, mas não mudou seu
estilo. Continuou, até o fim da vida, implacável nas avaliações.



As diversas abordagens conceituais a
respeito do feedback recomendam, em linhas gerais, que ele seja: preciso,
oportuno, dado logo após o desempenho, bem dirigido à pessoa responsável por
ele. Além disso, é necessário que o comportamento inadequado possa efetivamente
ser mudado. Não adianta, por exemplo, avaliar o desempenho de uma pessoa que
foi colocada para fazer algo para o qual não tinha competência.



No caso do meu pai, ele atendia a
três dessas condições, pecando, somente no aspecto da oportunidade do feedback.
Apesar da sua abordagem, poupá-lo de beber, no futuro, cafezinhos de má
qualidade, ela era um completo desastre do ponto de vista da política da boa
vizinhança.



Essa questão merece um carinho
especial por ser bem mais complexa do que parece. De início, é preciso
verificar se a pessoa reúne condições emocionais para receber uma avaliação
dura logo após ter cometido o erro. Isso ganha maior relevância se a missão
ainda não tiver sido completada. Imaginem o co-piloto que voa pela primeira vez
com um avião de grande porte, recebendo uma pesada avaliação sobre a qualidade
da sua decolagem durante os 200 quilômetros que o separam da aterrisagem. Eu
não gostaria de ser passageiro nessas circunstâncias.



Outro aspecto importante é a
intensidade da avaliação. Muitas vezes, o gerente após a primeira decepção,
generaliza as críticas quando há coisas boas a serem destacadas. Aliás, é
recomendável que se comece falando das coisas que deram certo naquela missão
ou, se o desastre tiver sido total, em momentos anteriores.



Ao dar feedaback, é necessário agir
com delicadeza e respeito. É esperado que o gerente não destrate ou humilhe o
subordinado. Se a pessoa acertou, deve ser elogiada publicamente. Se errou, é
melhor fazer a avaliação de forma privada. Quando há um caso de grave
indisciplina, pode ser necessário informar a todos sobre a advertência ou
punição, mas, mesmo assim, ainda há espaço para fazê-lo de forma respeitosa. Da
mesma forma que o erro, o processo de avaliação do desempenho é uma
oportunidade de aprendizagem.



Muito gerentes ficam indecisos sobre
como conduzir esse processo e acabam adiando para uma outra oportunidade que,
na prática, não vai acontecer. É bom levar em conta que a perfeição não existe.
É melhor transmitir o resultado da avaliação com alguma imperfeição do que não
o fazer. É inútil esperar o momento ideal, pois ele não acontecerá. Não
informar a pessoa sobre seu desempenho é um erro grave porque tira a
oportunidade dela em melhorar seu desempenho. Portanto, dar feedback é uma
forma de demonstrar respeito pela pessoa.



Por último, gostaria de lembrar que o gerente deve
estimular a sua equipe a avaliá-lo para demonstrar que: o feedback é
necessário: ajuda&nbsp; desenvolvimento das
pessoas deve ser feito nas duas direções. O feedback bem feito traz benefícios
para todos.
&nbsp;