7 min readConcept sheetOften a 5-mark answer; sometimes a 10-mark essay on both

Giving instructions and feedback

Good instructions are clear, complete and in order, then checked for understanding. Good feedback is specific, timely and about behaviour, not the person.

Instructions answerWhat, who, when, where, how and why

Check understandingAsk the person to explain back or demonstrate

Feedback typesPositive (reinforcing) and constructive (corrective)

A feedback modelSBI: Situation, Behaviour, Impact

How to give clear instructions

1
Plan
Know the task, the result you want and the standard expected.
2
Choose the time and place
Somewhere the person can hear and concentrate.
3
Get attention
Make sure the person is ready to listen.
4
Explain why
People follow instructions better when they know the reason.
5
Give the steps in order
One step at a time, in simple words, in the person's own language.
6
Show, if possible
Demonstrate, or use a picture or checklist.
7
Check understanding
Ask the person to explain back or do it once while you watch.
8
Invite questions
Make it safe to ask.
9
Follow up
Check the work later and give feedback.

Example: written instructions for closing a cash register

Problem

Ruwan Dissanayake, supervisor at Nuwara Fresh Mart (a fictional supermarket), writes day-end instructions for a new cashier. The float to keep in the drawer is Rs. 5,000. Today the drawer holds Rs. 87,450. Write the instructions, step by step, and work out the deposit.

Working

1. At 9.00 p.m., close your counter and place the “Counter closed” sign.
2. Print the day-end sales report from the register.
3. Count all cash in the drawer by note value and write the total on the cash sheet. (Today: Rs. 87,450.)
4. Keep the float of Rs. 5,000 in the drawer for tomorrow.
5. Deposit amount = cash counted − float = Rs. 87,450 − Rs. 5,000 = Rs. 82,450.
6. Check that Rs. 82,450 agrees with the cash sales on the day-end report. Report any difference to the supervisor at once.
7. Put the Rs. 82,450 and the cash sheet in the deposit bag, seal it, and hand it to the supervisor. Both of you sign the cash sheet.

Answer

Seven numbered steps in the order the task is done, each starting with an action word, with the reason for checks made clear. Deposit = Rs. 87,450 − Rs. 5,000 = Rs. 82,450.

Types of feedback

Type	Purpose	Example
Positive (reinforcing)	To encourage good work to continue	“Your report was on time and the figures were exact. Thank you.”
Constructive (corrective)	To improve performance, with respect	“In today's meeting you interrupted the client twice. Let them finish; they will feel heard.”
Destructive (avoid)	Attacks the person, gives no way forward	“You are useless with customers.”

Guidelines for giving feedback

Be specific: describe what happened, not a general label.
Be timely: give it soon after the event.
Focus on behaviour, not personality.
Use the SBI model: the Situation, the Behaviour you saw, and its Impact.
Praise in public, correct in private.
Balance it: notice what is going well as well as what must improve.
Make it two-way: ask for the person's view and agree on next steps.
Follow up to see whether things have improved.

Receiving feedback well

Listen without arguing or making excuses.
Ask for specific examples if the feedback is vague.
Thank the person for the feedback.
Reflect, decide what to change, and act on it.

In Sri Lankan business

On a Sri Lankan factory floor, instructions often pass from managers through supervisors to workers who speak Sinhala or Tamil. Showing the task, using pictures and the worker's own language, and asking the worker to demonstrate it back prevents costly mistakes and accidents.

Exam angle

Structured question: “Explain the guidelines for giving effective instructions.” Plan, choose time and place, explain why, give steps in order in simple words, demonstrate, check understanding, invite questions, follow up.

Short answer: “What is constructive feedback?” Feedback that points out what to improve in a specific, respectful way, focused on behaviour and how to do better.

Essay: “Discuss how a manager can give instructions and feedback effectively.” Steps for clear instructions with a short example, then types of feedback, the SBI model and guidelines, and close on two-way communication.

Remember it

Instructions: tell, show, check (ask them to explain back). Feedback: SBI: Situation, Behaviour, Impact. Praise in public, correct in private.