I was having a conversation with someone about a concept known as 5:1 feedback, the concept that (1) there is an ideal praise-to-criticism ration and (2) that ratio is 5:1. I've posted about this concept before (see Gratitude). Providing feedback well is a critical leadership skill (see also, Real leaders say "thank you" a lot... and Magical Feedback). But what is so special about 5:1 feedback? Let me explain by talking about one of my favorite movies, the 1993 film Gettysburg based on Michael Shaara's superb historical novel, The Killer Angels.
There is a scene about half way through the movie (see "Lee Chews Out Stuart" for the clip). It's the evening after the second day, July 2 of the three-day battle. The Confederate Army of Northern Virginia under General Robert E. Lee has invaded the North. General J.E.B. Stuart commands the Confederate cavalry - one could say that he has been gallivanting around "getting his name in the papers" while the Army of Northern Virginia confronts the Union Army of the Potomac at the Pennsylvania town of Gettysburg. There have been multiple casualties on both sides, but the battle has not gone well for the Confederates. It's important to realize that during the Civil War, the cavalry would protect the infantry's flanks and provide intelligence on the whereabouts of the enemy. Many historians feel that Stuart did not fulfill his responsibilities, which forced the Confederates to fight a battle that Lee would rather have not fought.
During the scene, General Lee provides a textbook example of outstanding feedback. He first gives the facts, explaining what Stuart's mission was and why he did not fulfill that mission. He tells Stuart, "You sir, with your cavalry, are the eyes of this army. Without your cavalry, we are made blind. That has already happened once. It must never, never happen again."
Stuart responds by trying to offer General Lee his sword (basically resigning his commission). Lee, of course refuses. He then compliments General Stuart, "You must take what I have told you and learn from it as a man does. There has been a mistake. It will not happen again. I know your quality. You are one of the finest cavalry officers I have ever known, and your service to this army has been invaluable. Now, let us speak no more of this. The matter is concluded. Good night General."
Criticism followed immediately by praise. Lee knew that Stuart had made a mistake. He wanted to make sure that Stuart understood that mistake, but he also wanted him to learn from it. Lee also knew that Stuart was a very good officer, and he couldn't afford to lose another officer. So he refused his resignation, he made sure that he softened the blow, and he made his point. And then he moved on, "The matter is concluded."
It is absolutely one of my favorite scenes in the movie, and it provides a textbook lesson in leadership. Discipline (which, incidentally, comes from the Latin word discipulus meaning pupil, in other words, to teach or instruct) is about providing positive feedback (i.e. praise). We should recognize, first and foremost, that all humans make mistakes. We shouldn't punish individuals for making a mistake - but we should teach them what to do the next time in order to prevent that same mistake from happening again. Discipline also requires that we hold individuals accountable for bad behavior.
The whole purpose of 5:1 feedback is to make sure that we have the kind of "just culture" that allows our teams to learn from their mistakes and be recognized when they are doing a good job. It also allows leaders to correct bad behavior (for example, if someone does not follow standard operating procedures or willfully does something that is widely accepted, such as washing their hands before seeing a patient). If we are providing praise, it's really difficult to provide criticism. Five-to-one feedback establishes the kind of psychological safety that we need to build a just culture.
Now, "let us speak no more of this. The matter is concluded."
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