I am of course talking about feedback; you needn’t admit that you were thinking a different word.

Soon the first set of feedback reports will be sent to 2014 Baldrige Award applicants. So I thought this might be a good time to reflect on Baldrige feedback, and feedback in general.

I have always viewed feedback, properly delivered and properly received, as a gift. Nevertheless, we must recognize that feedback, even to a group or organization, is taken personally. Properly delivered, therefore, means with care, recognizing that no matter how accurate or well-documented, we see constructive feedback first as failures on our part. The key is to see it as opportunity. That means being prepared to receive the feedback and knowing that no person or organization is perfect, including you and me. So, the attitude of the recipient should be: I will try to understand the opportunity that is being presented to me.

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