Feedback and feedforward messages. Types and functions.
Feedback Messages
Throughout the listening process, a listener gives a speaker feedback – messages sent back to the speaker reacting to what is said. Feedback tells the speaker what effect he or she is having on the listeners.
Positive-Negative. Positive feedback (smiles, applause, and head nods signifying approval) tells the speaker that the message is being well received and that he or she should continue speaking in the same general mode. Negative feedback (frowns, boos, puzzled looks, gestures signifying disapproval) tells the speaker that something is wrong and that some adjustment needs to be made.
Person-Focused-Message-Focused Feedback may center on the person ("You're sweet," "You've got a great smile") or on the message ("Can you repeat that phone number?" "Your argument is a good one").
Immediate-Delayed. In interpersonal situations feedback is most often conveyed immediately after the message is received. In other communication situations, however, the feedback may be delayed; for example, feedback from an interview may come weeks after the interview took place.
Low-Monitored-High-Monitored. Feedback varies from the spontaneous and totally honest reaction (low-monitored feedback) to the carefully constructed response designed to serve a specific purpose (high-monitored feedback). In most interpersonal situations you probably give feedback spontaneously; you allow your responses to show without any monitoring.
Supportive-Critical. Supportive feedback confirms the worth of the person and what that person says; it occurs when, for example, you console another or when you encourage the other to talk; it often involves affirmation of the person's self-definition. Critical feedback, on the other hand, is evaluative. When you give critical feedback you judge another's performance – as in, for example, evaluating a speech or coaching someone learning a new skill.
Feedforward Messages
Feedforward is information you provide before sending your primary messages; it reveals something about the messages to come. Feedforward has four major functions: (1) to open the channels of communication, (2) to preview the message, (3) to altercast, and (4) to disclaim.
To Open the Channels of Communication. Often we preface our messages with comments whose only function is to open the channels of communication. The infamous "opening line" ("Do you come here often?" or "Haven't we met before?") is a clear example of this type of feedforward.
To Preview Future Messages. Feedforward messages frequently preview other messages. Feedforward may, for example, preview the content ("I have news for you"), the importance ("Listen to this before you make a move"), the form or style ("I'll be brief"), or the positive or negative quality of subsequent messages ("You're not going to like this, but here's what I heard").
To Altercast. The type of feedforward known as altercasting asks the receiver to approach your message in a particular role or even as someone else. For example, you might ask a friend, "As a single mother, what do you think of the new child care proposals?" This question casts your friend into the role of single mother (rather than that of teacher, Democrat, or Baptist, for example). It asks your friend to assume a particular perspective.
To Disclaim. A disclaimer is a statement that aims to ensure that your message will not reflect negatively on you. Disclaimers entice the listener to hear your message as you wish it to be heard rather than through some assumption that might reflect negatively on you. For example, to ensure that people listen to you fairly, you might disclaim any thought that you're biased against one gender: