Nicole Bruskewitz, Education Consultant

Foster a two-way dialogue

How can feedback from counterparts  be converted into real decisions? Well, I think the first thing is to understand how to frame the conversation with those counterparts. I believe there are three ways to interact with other stakeholders.

The first is usually unidirectional, meaning understanding that stakeholders are information recipients, using the classic newsletter or report that one sends to them.

Second, they could be treated as our customers. We are focused on the satisfaction rate, and on ensuring that they have a good experience. We are constantly surveying them about how their experience is going.

But I actually believe that the third way of framing a conversation is the most powerful way to extract relevant information for decision-making. And it is treating our counterparts as strategic partners. This puts us in a framework for dialogue.

When people feel that we are conversing, and that they are not only providing answers, but they are also heard and feedback is considered; like when you really talk to someone, such as a friend or a teammate. People tend to say deeper things, much more authentic, and therefore more useful for decision-making.

Build trust first

There are strategies that can help us get there, and one that has worked very well for me is to putting ourselves on the same level as humans talking to humans, is to start the meeting not with the objective, but with a very simple, very direct, and very honest question, Which is: "How are you?”

And it sounds like a simple strategy, but I promise you it is a strategy that shifts the tone of the conversation toward our shared humanity. And it doesn't just focus on what we are here to get. This strategy invites trust and connection, and allows authentic information to emerge from the beginning of the conversation.

Use data rigorously 

Well, part of the art is to gather good information, but the task does not end there. One must review that information rigorously and systematically. The temptation could be to take the data and glance over it, and jump to a decision or interpretation and act on that first interpretation.

My recommendation always is that there should be more than two eyes looking at the information, bringing different perspectives to the exercise. To the extent that different stakeholder groups can be involved in these information and data review routines,  the richer the perspective will be and the more nuanced the decision-making is given all these perspectives.

Key takeaways 

• Dialogue beats one-way communication. Treat stakeholders as partners, not audiences.

• Build trust first, human connection unlocks authentic feedback.

• Review data rigorously and incorporate multiple perspectives before making a decision.