Beyond the feedback sandwich: a better recipe for workplace communication

Let's be honest, we've all been there. You're sitting in a review meeting, and your manager starts with, "You're such a valuable member of the team, and your work on the Smith project was great..." You brace yourself, because you know what's coming next. It's the dreaded "but".

This is the classic 'feedback sandwich' - a piece of criticism squeezed between two slices of praise. For years, it's been taught as a gentle way to deliver tough messages. The problem? It's often anything but gentle. It can feel artificial, confusing, and most people just ignore the bread and wait for the bitter filling. It’s a communication model that has gone stale.

In today's workplace, especially in the Further Education and Skills sector where continuous improvement is key, we need something better. We need a way to communicate that builds trust, fosters genuine development, and creates a culture of openness. This isn't just about being nice; it's about being effective. It's about building an organisation that is strong from the inside out.

Why the feedback sandwich is past its sell-by date

The intention behind the sandwich is good - to soften the blow. But in practice, it often backfires. Here’s why:

• It erodes trust: When praise is consistently used as a buffer for criticism, it starts to feel insincere. Your team members will learn to be suspicious of any compliment, wondering what critique is about to follow.
• It causes confusion: The main message can get lost. The person might focus on the praise and miss the point for improvement, or the positive bookends might feel so forced that the whole conversation is dismissed.
• It creates anxiety: Instead of opening a dialogue, the sandwich model puts people on the defensive. They learn to listen through the praise, waiting for the inevitable criticism.

Ultimately, it’s a recipe for poor communication, not a tool for growth. It’s time for a new approach - one that is more direct, human, and helpful.

A more human approach: the SBI model

Instead of saving feedback for a formal, nerve-wracking meeting, the goal should be to build a culture where feedback is a normal, continuous part of how you work. Think frequent, small conversations rather than one big, scary one.

A simple and powerful tool for this is the Situation-Behaviour-Impact (SBI) model. It strips away the fluff and gets to the heart of the matter in a clear, non-judgemental way.

Step 1: pinpoint the situation

Be specific about when and where the event occurred. Vague feedback is impossible to act on. Instead of "Your reports have been a bit sloppy lately," try "In the weekly progress report you sent this morning..."

Step 2: describe the behaviour

State what you observed in a factual, objective way. This is about what the person did, not what you think they are. Avoid labels like "You were unprofessional" or "You were careless." Instead, stick to the facts: "...I noticed that the data in the final two columns hadn't been updated from last week's version."

Step 3: explain the impact

This is the crucial step. Explain the consequence of the behaviour. How did it affect the team, the project, or the organisation? For example: "The impact was that we presented incorrect figures to the board, which caused some confusion and meant we had to send a correction later. It undermined our message a little."

After laying this out, the most important part is to make it a conversation. Ask questions like:

• "What was your perspective on that?"
• "Was there anything that made it difficult to get the correct data?"
• "What support do you need to make sure this doesn't happen again?"

This turns a one-way street of criticism into a two-way collaborative a problem-solving dialogue. It’s a coaching moment, not a telling-off.

How great feedback supports a strong Ofsted evaluation

Under the 'Further education and skills inspection toolkit' introduced in September 2025, Ofsted inspectors focus on your organisation's normal, day-to-day business. They want to see how your culture and processes support continuous improvement. A healthy feedback culture is compelling evidence of exactly that, helping you achieve a 'Strong' or even 'Exceptional' grade in key areas.

For 'leadership and governance'

Leaders who foster a culture of open, honest, and developmental feedback are demonstrating highly effective leadership. It shows that you are actively growing your team's capabilities, not just managing their tasks. An inspector seeing this in action-through professional conversations with your staff-will recognise a mature, self-improving organisation. This is the bedrock of a positive evaluation for leadership.

For 'curriculum, teaching and training'

For any provider, the quality of your provision is paramount. How do you ensure your tutors, trainers, and assessors are constantly honing their craft? By giving them specific, actionable feedback on their practice. Using a model like SBI during teaching observations or professional development conversations is a powerful way to drive improvements in the learner experience. It shows you're not just monitoring quality, but actively improving it.

For 'inclusion'

An inclusive workplace is one where everyone feels they have a voice and an opportunity to develop. Inconsistent or biased feedback can leave people feeling marginalised. A structured, fair, and transparent feedback process like SBI ensures everyone is getting the developmental input they need to progress. It helps build psychological safety and shows that you are committed to equity for every single member of your team.

It’s time to change the recipe

Moving beyond the feedback sandwich isn't just a trend; it's a fundamental shift towards more effective leadership and communication. By adopting a more direct, clear, and conversational approach, you're not just improving a single interaction. You're investing in your team's trust, their professional growth, and the overall health of your organisation.

This is the kind of deeply embedded quality that can't be faked when an inspector calls. It's the culture you build every day, one honest conversation at a time.