6 min read

Your Intergenerational Team Deserves Better Communication.

Updated: Oct 23

Here’s How You Can Deliver Positive Feedback with the STAR Method and even AI.

Communication plays a pivotal role in fostering a positive and productive environment. However, generational differences can create communication gaps that impact team engagement and morale. Gen Z, in particular, thrives on frequent feedback, while Boomer and Gen X managers may not be accustomed to offering regular positive reinforcement. They, grew up in a more hierarchical and less feedback-centric work culture, may feel that if an employee is doing well, they don’t need to be told. This “no news is good news” approach doesn’t resonate with Gen Z. They thrive on positive reinforcement to feel engaged and valued.

This gap can be bridged using simple methods like the STAR framework, and even tools like ChatGPT, which can model good communication and help managers tailor feedback to their team’s needs.

The Importance of Positive Feedback

Positive feedback is essential for several reasons. It boosts employee morale, increases engagement, and strengthens the overall culture of appreciation in the workplace. For Gen Z employees, feedback isn’t just nice to have; it’s expected. They’ve grown up in a fast-paced digital environment where constant feedback is the norm — whether it’s likes on social media or instant performance updates in online games.

According to a Gallup poll, employees who receive regular positive feedback are 3x more engaged, and this engagement can lead to increased productivity and retention. For many managers, however, especially those from older generations, feedback is often viewed as something that should be given only when correcting behavior. But research shows that positive reinforcement, even when given alone, can have a powerful impact.

Here’s why it doesn’t have to be accompanied by criticism or “constructive” feedback:

1. Affirming Strengths: When you give positive feedback without pairing it with something negative, you’re highlighting and affirming the employee’s strengths. This focus on their abilities helps them build confidence and encourages them to continue excelling in those areas.

2. Building Trust: Continuous positive feedback builds trust between managers and their teams. Employees feel more valued and less defensive when they’re not constantly anticipating a follow-up critique. This can create an environment where employees feel safer to take risks and be more creative.

3. Improving Performance: Studies show that employees are more likely to repeat a behavior if they are praised for it. Positive reinforcement encourages them to continue the behaviors that contribute to the success of the team.

For example, a simple phrase like, “I really appreciated the way you handled that client meeting,” can go a long way in reinforcing good habits. You don’t always have to pair it with, “but next time, try to…”

Generational Differences in Feedback

Gen Z employees are not only comfortable with regular feedback — they thrive on it. A study by LinkedIn showed that 60% of Gen Z employees want multiple check-ins from their managers, either weekly or even daily. However, for Boomers or Gen X managers, who may have come from a “no news is good news” environment, giving frequent feedback may feel unnecessary or even uncomfortable.

For Boomers and Gen X feedback was often something that only came in response to mistakes. These generations tend to focus on what went wrong, offering constructive criticism in an effort to improve performance. Positive feedback, when given, was often vague — something like, “Good job,” or “Keep up the good work.” These statements are well-meaning but lack the specificity and personal touch that makes feedback truly meaningful.

The STAR Method: A Tool for Delivering Positive Feedback Effectively

To bridge this gap and deliver the kind of feedback that resonates with all generations — especially Gen Z — managers need to embrace a more structured approach. This is where the STAR method comes in.

The STAR method stands for:

• Situation

• Task

• Action

• Result

This framework allows managers to give feedback that is specific, actionable, and tied to outcomes. It’s an easy-to-follow formula that takes the guesswork out of offering praise and helps ensure that feedback is grounded in real accomplishments. Here’s how it works:

1. Situation: Describe the context in which the behaviour occurred.

2. Task: Explain the task or responsibility the employee was handling.

3. Action: Outline the specific actions the employee took.

4. Result: Highlight the result or impact of their actions.

Let’s look at some examples of how this can be applied in a professional setting:

Example 1:

• Situation: “During last week’s team meeting, we had a tight deadline to finish the project plan.”

• Task: “You were responsible for coordinating between the design and marketing teams to finalise the branding guidelines.”

• Action: “You took the initiative to organise a quick, collaborative brainstorming session and led the team through it, ensuring everyone’s input was included.”

• Result: “Thanks to your leadership, we not only met the deadline, but we also received glowing feedback from the client on the creativity and cohesion of the branding.”

Example 2:

• Situation: “Last month, when we were preparing for the product launch, the customer service team was stretched thin.”

• Task: “You were managing the customer queries and complaints coming through our online platform.”

• Action: “You personally followed up on every major customer issue, ensuring no one felt ignored, and went above and beyond by checking in after the issues were resolved.”

• Result: “Your attention to detail and empathy led to a 20% increase in customer satisfaction, and several customers mentioned your excellent service in their reviews.”

These examples not only show what the employee did well, but they also tie the feedback to a specific result, making it much more meaningful than a simple “good job.”

How ChatGPT Can Help Model Positive Feedback

For managers who aren’t used to giving regular positive feedback, tools like ChatGPT can be game-changers. Available in your pocket and accessible at any time, ChatGPT can provide templates, suggestions, and examples of how to phrase positive feedback effectively. By simply inputting details about an employee’s actions, ChatGPT can generate a well-structured piece of feedback that’s specific and encouraging.

For example, if you’re unsure of how to give feedback, you could ask ChatGPT:

“I need to give feedback to my team member who handled the client presentation well but missed a key point. How should I phrase it?”

ChatGPT could generate a response that starts by highlighting the positive aspects, before gently introducing areas for improvement, helping managers find the right balance.

In fact, even when you’re not certain about a team member’s emotional state — perhaps you’ve noticed they seem unmotivated or distant — you could ask ChatGPT for advice:

“One of my team members seems disengaged. How can I approach them?”

ChatGPT might suggest strategies like open-ended questions, empathetic language, and constructive conversations that help get to the root of the issue without confrontation.

Using ChatGPT to Boost Emotional Intelligence

Emotional intelligence (EI) is a critical skill for leaders, and tools like ChatGPT can help managers navigate difficult conversations with more empathy. If you’re unsure of how to approach a situation or respond to an emotional cue, you can ask ChatGPT for advice on the best course of action.

For example, if a team member seems stressed, you might consult ChatGPT to get a sense of how to address the issue:

“What’s the best way to talk to my employee who seems overwhelmed?”

ChatGPT can guide you on language to use, how to show understanding, and even provide questions to ask that might help uncover underlying issues like burnout or lack of motivation.

No More Sandwiches! 🥪

The “sandwich method” of giving feedback, where positive feedback is followed by constructive criticism and then closed with another positive comment, has long been a popular approach in the workplace. However, this method is increasingly seen as outdated and ineffective for a number of reasons. One of the key problems is that employees have become familiar with this pattern, and as soon as they hear the initial praise, they know the “but” is coming. This anticipation can dilute the impact of both the positive feedback and the constructive criticism

Action Plan:

By using frameworks like the STAR method and leveraging tools like ChatGPT, managers from any generation can improve how they communicate with their teams, particularly when it comes to positive feedback. This can lead to stronger relationships, higher engagement, and a more positive work culture.

As we move forward in the ever-evolving workplace, it’s essential to stay adaptable and embrace the technology and strategies that help us grow as leaders. By combining the right tools with a focus on positive reinforcement, you can ensure that your team feels seen, valued, and motivated to give their best.

🗓️ Reminder: feedback doesn’t always have to be constructive and positive feedback doesn’t have to be accompanied by something negative.

Unlock Your Potential with Emotional Intelligence:

Join my Udemy course, Master Emotional Intelligence for Effective Management, where you’ll learn how to harness emotional intelligence to foster better relationships, improve communication, and drive team success.

What's your biggest challenge when giving feedback as a manager?