![Feedback: The Four Phases of Emotional Reactions Giving feedback through a megaphone](assets/images/2/Feedback-vier-phasen-zweikern-cf503c82.jpg)
Feedback: The Four Phases of Emotional Reactions
Many employees and executives are surprised by the results of a 360-degree feedback. Some are completely unaware of how others perceive them and struggle to handle critical feedback about themselves. They often experience the same range of emotions as those grieving the loss of a loved one. We can recognize these emotions in any type of dramatic change in our lives. The English acronym SARA describes this process, which consists of Shock, Anger, Resistance, and Acceptance. Read more about the four phases of emotional reactions to feedback below.
The Four Phases of Emotional Reactions: 360-Degree Feedback and the SARA Model.
360-degree feedback is a tool for personal development that is particularly useful for evaluating the performance of managers. It is a system or process in which employees and managers receive confidential, anonymous feedback from the individuals they work with. This typically includes superiors, colleagues, and direct reports. The feedback forms consist of questions that are rated on a scale and also prompt the respondents to provide written comments. The person receiving the feedback also completes a self-assessment survey that includes the same questions as the other individuals in their forms. While these feedback rounds often yield positive results, there are usually areas that are not as strong.
But what should you do if the feedback is more negative than expected? Emotional reactions to negative feedback are normal and follow a specific pattern often referred to as the SARA model in grief work. SARA is an acronym that stands for shock, anger, resistance, and acceptance. Managers processing feedback often need to go through this process before they are able to effectively use the feedback to make improvements in their lives. Some steps may be skipped or multiple emotions may be experienced simultaneously. The intensity of the experience is directly related to the impact the change has on a person.
Shock
The first phase of the SARA model is shock. Our initial response to feedback can be shock or rejection, especially when what we hear is unexpected or contradicts our own views. When people are shocked, they may say things like "This report can't be right" or "What? I don't understand this report."
Anger
When we realize what the feedback means, the shock can turn into anger or fear, especially when we understand the extent of the feedback. During the anger phase, one might say things like, "Who even said that?!" or "This report just doesn't fit my current situation."
Resistance
When feedback points to the need for change, we may experience a phase of resistance. Changes can be challenging or at least uncomfortable. People reacting with resistance might say, "That's just how I am, take it or leave it" or "I understand it, but I don't like it."
Acceptance
The final step of the SARA model is acceptance. As we process the feedback, we reach a point of acceptance that brings us to a better position than where we started. When a person finally accepts their feedback, you might hear them say, "What can I do to improve?" or "How can I best utilize this feedback?"
Another step that is sometimes mentioned is hope/healing. One finds things in the feedback that one can accept and understand, and then determines a course of action. Some models also call this final step honest effort to accept the fact that even with genuine willingness to change, failures can occur. It takes time to change habits and behaviors. After all, we are only human.
Not Everyone Reacts the same Way...
Research by Dr. Barbara Annis, an expert in gender-specific intelligence, suggests that men and women go through these phases at different paces. Men tend to perceive unusual or surprising situations as problems to be solved. When a problem is solvable, men are more inclined to take action and solve it quickly. If a problem cannot be solved, men tend to move into a state of acceptance: recognizing that they cannot change the current situation, it is most sensible to let it go. On the other hand, women tend to spend more time in a contemplative phase. They cannot transition to acceptance as quickly, but instead linger longer in a state of rejection and rationalization. They wonder what they could have done differently or ponder what happened in the situation and what the possible consequences are, going through this thought pattern over an extended period of time.
Conclusion on the Four Phases of Emotional Reactions
Critical or unexpected feedback can shock, unsettle, and even anger us for days or weeks. Dealing with feedback from someone important to us (e.g., supervisors, spouses, friends) can be particularly challenging. The good news is that those who initially react to feedback with shock or anger and work through the SARA model often show greater commitment to change and improvement in the end. As a critic, it is helpful to know where someone is on the change curve of the SARAH model in order to tailor the message or approach. With the right message, you can encourage people to better manage their emotions.
Good feedback is the key to improvement.
by Bill Gates
Add a comment