The worst feedback I've ever had

We’d just finished the first of a 3-module programme and the L&D manager and I were looking through the feedback together.  

The main comments from participants were ‘confusing’ and ‘difficult’. The module scored 2s and 3s out of 5. I hadn’t seen anything worse, from anyone. Ever.

The conversation that followed wasn't easy because, despite the feedback, I was sure we were looking at one of the best programmes I’d worked on.

We'd spent months designing it together. We had senior managers involved, internal and external specialists, contributions from clients, three two-day modules and a follow-up session. It was ambitious, but considered, and I believed, exactly what the business needed.

Looking back, I realised we were seeing this point in the programme through very different eyes. I'd already seen this pattern play out many times before. At this stage of a simulation, uncertainty, frustration and a little confusion weren't warning signs to me – they were expected. I'd become used to watching people wrestle with difficult decisions before everything began to make sense.

But what felt like a familiar stage in the process to me carried much greater jeopardy for the L&D Manager. They weren't seeing years of previous programmes. They were seeing a high profile programme that looked to be going badly wrong.

In order for the simulation to remain challenging and meaningful throughout, it had needed to feel confusing and difficult early on. If participants immediately understood everything, there would be little judgement involved. The uncertainty was deliberate.

The end of the second round of the simulation would be a natural low point. And it was precisely this point in time where the first piece of feedback would be given. As the programme continued, the fog gradually lifted. Participants started to understand what had happened and why. Decisions became clearer. Discussions became richer. What had felt confusing slowly became enjoyable.

The feedback from the second module had moved from disastrous to quite good, with the 3^rd module as we’d originally hoped. And most importantly of all, the programme delivered on its original promise of measurable improvements in the business.

I'm used to seeing participants struggle in the simulation and, although I probably shouldn't admit it, I like to see it. It's a sign they're wrestling with something meaningful, and I know what usually comes next. What I sometimes forget is how uncomfortable that same uncertainty feels when you're on the receiving end. When the outcomes matter to you and when other people are relying on your judgements.