Feedback Skills Case Study

Providing feedback skills for a major federal government institution

The challenge

Since 2009, CMA has partnered with a major government institution in Australia to deliver tailored training to its managers in the areas of performance feedback and difficult conversations. Our training is synchronised with our client’s performance appraisal cycle so that we can provide the managers with just-in-time support to get the most out of the performance appraisals. The program has been extended to include graduates, as part of a holistic approach to feedback conversations.

CMA’s Solution


CMA’s tailored program cultivates key leadership skills within our client’s organisation by developing the managers’ ability to:

  • understand and manage the different types of feedback conversations, beyond formal performance appraisals
  • prepare for feedback conversations more systematically
  • conduct feedback conversations with greater confidence
  • build and maintain better working relationships with colleagues and direct reports, even when delivering ‘difficult’ messages
  • improve staff performance and morale

The Results

After swiftly implementing their newly found skills, the participants who engaged in CMA’s feedback and difficult conversations training noted a hugely positive shift in the performance appraisals they conducted. Specifically, these participants were able to have deeper conversations that resulted in improved employee satisfaction. One participant mentioned that they felt like, “we were finally talking the same language”.