When we collect feedback, how we ask questions matters as much as what we ask. There is an interrelation of how to ask questions verbally to shift power and how that can lead clients to feeling empowered. When people feel heard and empowered, we gather better feedback and thus improve the feedback loop and our programs.

From my experiences working directly with people experiencing homelessness, I believe that successful feedback relies on interacting with people in an empowering way and my intent is to provide a different lens to look at our interactions and reflect deeper.

After working with those experiencing homelessness in varying capacities, I discovered a few simple practices that garnered a more trusting, genuine, and open conversation that led to better feedback. The practices pull from my experiences doing outreach on the street, running intakes in a day center, and listening through difficult stories of trauma. These Three Things can support you to better engage clients and shift power through the environment, how you speak, and your authenticity.

Shift the environment.

While doing street outreach, it was common for us to interact with clients while they were laying down or sitting in a wheelchair. We are taught to crouch and meet someone on the same eye level.

Consider your tone and inflection while asking questions.

Depending on what you emphasize and the rising and falling of your voice, you can change how the message is interpreted.

Be authentic and empower through their story.

To get honest and meaningful feedback, we need to build a certain level of trust with our clients. We must be aware of the space, use appropriate tone, and be authentic in order to create the conditions for quality feedback.

Read the full article about a new lens of interaction by Genevieve Hargrove at FeedbackLabs.