A PRACTICAL GUIDE TO GIVING AND GETTING FEEDBACK
A PRACTICAL GUIDE TO GIVING AND GETTING FEEDBACK
GOALS Understand value of direct communication Identify different audiences Practice receiving feedback Practice giving feedback
HOW TO RECEIVE FEEDBACK
THE BRAIN’S RESPONSE TO FEEDBACK Flight Freeze
WHAT DO THESE RESPONSES FEEL LIKE? Fight • Eye contact • Sit or stand up straight • Feel a lot of energy Flight • Rapid and high breathing • Lots of smiling • Use of qualifiers (maybe, a little) Freeze • Feeling of losing contact with your body • Dizziness • Eyes focus on one point • Seek out auto-pilot type activities
SIX STEPS TO BECOMING A BETTER RECEIVER 1. Know your own tendencies. Do you… � Defend yourself on the facts � Argue about the method of delivery � Strike back � Smile on the outside/seethe on the inside � Cry/become righteously indignant � How does passage of time affect your response?
SIX STEPS TO BECOMING A BETTER RECEIVER 2. 3. 4. 5. 6. Separate the message from the messenger and consider both Sort toward coaching Unpack the feedback Ask for just one thing Engage in small experiments
HOW TO ACCEPT PRAISE Positive feedback deserves the same weight as negative feedback. How do you usually respond? What should you say?
TRYING OUT SPECIFIC STRATEGIES The Eye Contact Option Break eye contact and write the feedback down. (a variation) Stand with your back to the person(s) giving feedback and take notes, so that no one has to make eye contact.
TRYING OUT SPECIFIC STRATEGIES Divide feedback into categories + What worked ? Questions Δ What could be improved ! Ideas
HOW TO GIVE FEEDBACK
GENERAL GUIDELINES FOR GIVING FEEDBACK Feedback should be… Frequent Accurate Specific Timely
FIVE WAYS TO MAKE YOUR FEEDBACK CONSTRUCTIVE 1. 2. 3. 4. 5. Identify your purpose. If it’s not constructive, don’t do it. Focus on description, not judgment. Focus on observation, not inference. Provide a balance of positive and negative feedback. Don’t overload.
STAR MODEL FOR FEEDBACK ON ACTIONS Situation: describe the situation where the behavior occurred Task: describe the task the employee performed Action: describe the action the employee chose in this situation Result: describe the outcome that occurred as a result of the action
STAARR MODEL FOR CONSTRUCTIVE FEEDBACK Situation: describe the situation where the behavior occurred Task: describe the task the employee performed Action: describe the action the employee chose in this situation Alternative Action: suggest an alternative action the employee could have chosen in this situation Result: describe the outcome that occurred as a result of the action Alternative Result: describe the likely outcome that would have occurred as an alternate result of the alternate action
PRACTICING YOUR STAR/STAARR SKILLS 1. For each scenario, assign the following roles (and rotate who does what as you go through the scenarios!): Feedback giver: read through the scenario and consider how you will give feedback to the person described � Feedback recipient: read through the scenario and consider what strategies you will use to receive feedback � Observer: your job is to make sure that the feedback giver is following the STAR/STAARR model, and notice the strategies the recipient uses � 2. 3. 4. 5. 6. Run through the scenario, playing your chosen roles of feedback giver and recipient. Once you’ve completed the conversation, the observer should recount what she/he saw. Discuss as a group how effective the conversation was, and what you might do differently if you were to replay the conversation. Move on to the next scenario, rotating roles. Repeat until everyone has had an opportunity to complete all three roles.
ONE MORE THING Feedforward: what you are going to do in the future?
- Slides: 17