Chapter 1: The Importance of Balanced Feedback

When it comes to delivering constructive criticism, it’s essential to highlight both the positives and the areas needing improvement. Starting with an individual's strengths and citing examples of their excellent work can set a constructive tone.

I had the opportunity to interview Kathryn Lancioni, an internationally acclaimed expert in communications. Recognized in 2023 as one of PR News' "People of the Year," Kathryn brings over 25 years of experience in journalism, public relations, and academia, offering a deep understanding of the intricate relationship between communication and society. She has authored three significant books and hosts the podcast "Practically Speaking."

Thank you for joining us, Kathryn! To kick things off, can you share your journey and how you got started in this field?

I was born in Columbus, Ohio, and raised in Bucks County, Pennsylvania, where my parents were college educators. My mother earned her doctorate in rhetoric, and my father focused on marketing. This unique background fostered my lifelong fascination with communications. In high school, I served as editor for various publications, and while I aimed for a role as the editor of Vogue, my career path took a different turn. During college, I engaged with the student newspaper and radio station, even interning at CNN in London. Eventually, I secured a position as an editorial assistant at Ziff-Davis, working for PC Sources magazine. After pursuing a master’s degree in Journalism at Columbia University, I transitioned into public relations, holding roles at prestigious agencies like Edelman and Ogilvy, and managing diverse teams along the way.

What sets your company, Zant, apart from others in the industry?

Zant's distinctive approach centers on mental wellness rather than merely addressing mental illness. While many organizations emphasize negative emotional challenges, Zant promotes a positive perspective, marking a significant differentiator in the field.

Can you share a memorable experience from your career?

There have been many, but one particularly stands out. During an interview for a high-ranking PR role at a global telecommunications firm, I was unexpectedly offered the position after the previous holder was dismissed. Although this was an incredible opportunity, the company intended to keep the salary and title unchanged. It took three attempts to negotiate before I finally accepted.

What about a humorous mistake you made early in your career?

In the beginning, I thought I could help everyone with everything. One day, I inadvertently took over a task from a mailroom employee, who gently reminded me that I was encroaching on his responsibilities. It was a learning moment about boundaries and collaboration.

What lesson did you draw from that experience?

I learned the importance of focusing on my designated responsibilities. While offering support is valuable, it's crucial to avoid overstepping into others' roles.

What advice would you give to CEOs for supporting their teams and preventing burnout?

Empower your employees without overwhelming them. Identify their strengths and weaknesses, providing opportunities for growth while ensuring a balanced workload. Avoid micromanaging and encourage them to take on new responsibilities, assuring them of your support.

How do you define "leadership"?

To me, leadership involves the ability to motivate, inspire, and mentor others with thoughtfulness and integrity. A true leader embodies the organization’s culture and earns the respect and admiration of their team.

Can you provide an example?

Richard Branson, founder of the Virgin Group, exemplifies this. His intelligence and charisma inspire those around him, making a lasting impact.

Before high-stakes meetings, what do you do to prepare mentally and physically?

Running is my go-to. I run nearly every day, using that time to clear my mind and contemplate challenges. It started during my graduate studies as a way to cope with stress and has remained a vital part of my routine.

Now, let’s delve into feedback. How have you managed teams and provided feedback throughout your career?

In my extensive career, I’ve managed teams ranging from two to fifty members, including in-house staff and external consultants.

Why is honest and direct feedback crucial for effective leadership?

Offering straightforward feedback fosters authenticity and demonstrates genuine care for employees. It shows that you value their growth and are invested in the organizational culture.

What tips can you share for giving constructive criticism, especially to remote employees?

1. Use video calls: Start with casual conversation to ease into the critique.
2. Begin with positives: Highlight strengths before addressing areas for improvement.
3. Be specific: Provide concrete examples of where improvement is needed.
4. Offer suggestions: Frame feedback as options to consider rather than commands.
5. End on a positive note: Always conclude with encouragement to maintain motivation.

How should feedback be handled over email?

Be cautious with written criticism, as it can easily be shared. Offer general feedback and suggest a follow-up meeting to discuss in detail, allowing for better understanding through non-verbal cues.

How can you ensure your email feedback doesn’t come off as harsh?

Focus on a supportive tone, expressing gratitude for the employee’s contributions. Avoid using all caps and strive to start and finish with positivity.

Is there a right time to give feedback?

Timing is situational. Avoid immediate feedback after an incident, but don’t wait too long either. Gather necessary information first, then approach the conversation thoughtfully.

What does it mean to be an exceptional boss?

An exceptional boss embodies humility and consistently expresses gratitude for their team's efforts. They inspire by acknowledging both small and significant contributions.

Can you share a story about an impactful boss you had?

My first boss post-college was remarkable. She regularly thanked me for my work, which felt genuine and inspired me to emulate her leadership style.

If you could inspire a movement for the greater good, what would it be?

I would advocate for public speaking education. The ability to present confidently is a crucial life skill, and many people fear it more than death. A movement to empower individuals in this area would be transformative.

What’s your favorite life lesson quote and its significance to you?

"Everyone wants to ride with you in the limo, but what you want is someone who will take the bus with you when the limo breaks down." – Oprah Winfrey. This quote reflects my desire for genuine connections with people who will support me through challenges, not just during the good times.

How can our readers follow your work online?

You can explore my insights on my website, kathrynlancioni.com, or connect with me on LinkedIn at linkedin.com/in/kathrynlancioni335.

Thank you for sharing these valuable perspectives, Kathryn! We appreciate your time and insights.