In the previous part of this lesson, we saw an illustration that demonstrated how feedback can be provided in a way that makes it more likely to be accepted and worked upon by people. In this part of the lesson, we will explain the communication model used in the illustration that can help you structure and provide feedback in a better manner.
Browse the video to learn more and don’t forget to take the quiz at the end of the lesson.
The AOA Model for Providing Feedback
In this video, you observed the executive using the AOA model to provide Mrs, Mehra, his superior, with feedback about a lapse on her part, in this case, to respond to his request for certain documents.
AOA is an acronym for:
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- Action: the error, lapse or behaviour being addressed)
- Outcome: the fallout or consequence of the error, lapse or behaviour
- Alternative Action: what you would prefer the person to do instead
He begins, though, by setting the context for the dialogue or feedback. He says “This is about……. A& B… critical…… project”
He then points to the lapse on Mrs Mehra’s part, that is her failure to share the documents with him. *This is the A, Action, in the AOA model.
Next, he states the OUTCOME of her lapse, in this case, the fact that he would be unable to meet the deadline for the MIS reports. He further explains that it takes a full day to complete the MIS report generation exercise and that the deadline is only twenty-four hours away. *
He ends by articulating the ALTERNATIVE Action sought. In this case that the documents be sent to him no later than five pm the same day.*
How Providing Feedback Using the AOA Model Helps
The AOA model of providing feedback represents communication devoid of ambiguity. It is clear, concise, yet complete. It leaves no scope for ambiguity on the behaviour or lapse being addressed, the outcome of this behaviour or lapse and what is the alternative behaviour or action sought.
