Let’s hear what each judge thought about your clapping.
Click on a judge to hear their feedback:
Now, take some time to discuss how each judge’s feedback could help
improve your clapping performance.
Which judge’s feedback would help you the most, and why?
How does each judge’s feedback make you feel?
What makes feedback effective?
The clapping contest showed that the most helpful feedback provides a balanced view, especially when it offers specific ideas for improvement.
Feedback is valuable because it highlights strengths as well as areas for change.
Take 60 seconds to list all the sources of feedback
you can think of at work.
You can use a pen and paper or a whiteboard.
After 60 seconds, discuss the answers with your team.
Click the cards below to reveal some examples:
Have you thought of other sources you can use in the future?
What can you do to get more feedback?
Read the feedback in each scenario, then select the emoji that best represents how you feel:
If you’re together in the room, hold up the emoji from your pack. If you’re on Teams, put your emoji in the chat.
After each scenario, discuss why you chose your emoji, the impact of the feedback, and any ideas for handling similar feedback in the future.
At the end of the visit the customer said:
“I’m really not happy. I’ve taken time off work today expecting this to be fixed, and now you’re leaving without sorting the issue. What a waste of time!”
Which emoji represents how you feel, and why?
Sky Star nomination:
“Just wanted to say a massive congratulations on your Value Conversations, you always try and understand what the customer could benefit from every time and over the last four weeks you've averaged an incredible 58% conversion. Truly outstanding!”
Which emoji represents how you feel, and why?
NPS score of 2 and comment left by a customer:
“The engineer was really unhelpful and very impatient, but they knew what they were doing and got my issue fixed.”
Which emoji represents how you feel, and why?
Leader feedback:
While I’ve been on site with you today, we’ve discussed your STS results and looked at how using open questions can help you learn more about the customer’s lifestyle. This approach can support you in linking to other Sky products. We came up with a few example questions you could start using, especially as your current conversion rate is below target.
Which emoji represents how you feel, and why?
We’ll take 10 minutes now to think about a recent piece of feedback
you’ve received and reflect on it.
Grab a pen and paper and draw a circle in the middle of your page. Inside the circle, write down your piece of feedback.
Draw lines out from the circle, with each line connecting to a question you want to reflect on.
In smaller branches connecting to each question, jot down your answers or thoughts related to each reflection point.
Spend the next 10 minutes reflecting on your feedback.
Use the following questions as a guide, or feel free to come up with your own.
Could I use this skill or behaviour to support others?
Do I need more information to understand it?
Will acting on this feedback help me learn and improve?
Who is responsible for any follow-up actions?
What are the consequences if I choose to ignore it?
What support do I need to act on it?
Once time is up, we’ll come back together to share some of your thoughts so far.
You’ve just spent 10 minutes reflecting on your feedback.
Did you find it useful?
Let’s hear your thoughts and experiences.
Remember, this is just the beginning. You can continue to build on these reflections and bring them to your 1-2-1s for further discussion.
