In a recent Platforum9 Session, Pat Zamorski, European Director of Leadership Development at Dentons, shared valuable insights on creating a feedback culture in law firms. With 15 years of experience in talent development, Zamorski offered a comprehensive view of the challenges and opportunities in implementing effective feedback processes.

The Importance of Feedback Culture

Zamorski emphasised that feedback is crucial for creating a stable, high-performing team. He stated, “If you want to have a stable, high performing team, you need to make sure that people in that team and more broadly in that organisation, not only can grow and develop, but also are fully engaged and motivated.”

How to Create a Feedback Culture

1. Normalise Feedback: Zamorski stressed the importance of making feedback a regular part of the work environment. “Let’s normalise it. Let’s make it part of our, almost daily, weekly, monthly routine,” he advised.
2. Consistency is Key: “If you’re consistent and deliberate, I’ve seen many examples where if we agree that we want to do it, and we understand the benefits of feedback culture, then it becomes way easier. We normalise this.”
3. Leadership Role: Leaders play a crucial role in shaping the feedback culture. Zamorski noted, “Younger generations emulate the behaviours the partners, bosses, leaders of their team.”
4. Feedback as a Process: “I would recommend that we look at feedback indeed as a process. Very often we see this as kind of a series of one offs and very often disconnected.”

Implementing Feedback Practices

Zamorski provided several practical tips for implementing feedback practices:

1. Start Small: Begin by asking for feedback regularly, even if it feels awkward at first.
2. Be Proactive: For junior lawyers, Zamorski advised, “Don’t be shy, just go and ask me for feedback and do it regularly.”
3. Seek Mentorship: “Go to someone you admire for a certain skill or someone you really respect and just ask them. Hey, would you spare like half an hour, once a month because I’m looking for a mentor.”
4. Set Ground Rules: When establishing a feedback culture, set clear ground rules about honesty, transparency, and confidentiality.
5. Be Consistent: Regular feedback creates clarity and predictability, which is especially important when delivering challenging messages.

Handling Negative Feedback

Whilst everyone enjoys positive feedback, there are often occasions where feedback is negative, and Zamorski acknowledged the difficulty of delivering negative feedback but offered this advice:

1. Build Trust: Consistent, regular feedback builds trust, making it easier to deliver difficult messages.
2. Focus on Growth: Frame feedback as part of the growth and development process.
3. Be Clear and Specific: Provide clear, specific examples rather than general statements.

The Role of HR in the Feedback Process

While HR often initiates formal feedback processes, Zamorski emphasised that feedback should be an ongoing, team-led process, and suggested:

1. Formal Processes: Most organisations have formal feedback processes, often initiated by HR, typically once or twice a year.
2. Informal Processes: Encourage ongoing, informal feedback within teams.
3. Seek Clarity: If formal processes aren’t clear, Zamorski advised, “Go and talk to your HR or talents team and just ask.”

Generational Differences in Feedback Expectations

Zamorski noted that younger generations often expect more frequent feedback. He viewed this positively: “I actually love it. Because, it in a way shows how dynamic that whole structure is.”

The Importance of Emotional Feedback

Zamorski highlighted the need to address both technical and emotional aspects in feedback:

“We are essentially emotional creatures, right? Suppressing your emotions and not being able to express them, especially during feedback sessions, is a big issue.”

Client Feedback

Zamorski also stressed the importance of seeking client feedback:

“It’s almost like an amazing trust and business development tool to get closer to clients. I absolutely recommend that we do as much of this again, regularly, consistently.”

Conclusion

Zamorski concluded with a powerful piece of advice: “Don’t wait to be given feedback, be proactive and ask for it, and you will see how this changes the atmosphere, the environment around you. And essentially, I mean, this is a great tool to grow.”

By implementing these insights, law firms can create a more open, trusting, and growth-oriented environment, leading to better performance, increased employee satisfaction, and stronger client relationships.