Effective Feedback Feedback A way of helping another
Effective Feedback
Feedback ØA way of helping another to consider changing behavior ØForm of communication with others which gives information about how their behavior affects others
Feedback can be ØVerbal or Nonverbal ØPositive or Negative ØDestructive or Constructive
Communication ØPersonal communication is the most important tools and skills for managers and supervisors to have ØIs an ongoing process ØUltimate goal is to improve relationship & situation ØConsider your purpose in entering communication transaction & long-term consequences
Communication Process Key Elements Message Speaker Respond Analyze/evaluate Listener Hear Interpret
Advantages § To confirm that the message you sent was the same that received § If not the same, make correction and try again § To find out how someone perceive your work § To tell someone how you receive his work and the effect on you § To tell someone to do something different or change a behavior
The Message sent isn’t always that received § Don’t blame the others and waste time § Focus your attention in clarifying your message § Message pass unintentionally through speaker’s filters of thoughts and must pass through listener’s filter § To make sure that message go through right pass way, ask for feedback
You are Constantly Communicating §You are constantly communicating, verbally or nonverbally § 70% of communication is nonverbally §If verbal isn’t consistent with nonverbal messages, the nonverbal is more likely to be taken seriously §The key to making this principle works is to put negative reactions into words to express them in a responsible way
Principle of Communication ØEvery message has content & process ØContent is the “way you say” part ØThe process is “what you say it” ØContent is nonverbal & process is verbal ØContent & Process must be consistent
Guidelines in Feedback ØPlan ahead before enter into it: ØWhat is the problem or situation ØWhat is your desired outcome, goals, expectations ØEffect when doing or not doing ØRestraining forces
Guidelines in Feedback ØCommunicate expectations to employees to understands & visualize the desired outcome ØProvide coaching to help them move ØProvide feedback both negative and positive to help them know the situation
Attitudes regarding Feedback ØPeople tends to work best when they see their work can help them achieve their own goals ØI don’t manage jobs but people ØI don’t manage people but individuals ØI don’t turn my back in disagreement but I welcome them, difference generate new ideas and new ways of doing things ØI want to hear what my subordinates think
Effective Person Effective person recognize: Ø Own perceptual limitations Ø Appreciate available resources through interaction with other minds and hearts Ø Difference in interpreting and seeing, add to knowledge Ø Life isn’t dichotomous , 3 rd alternative present Ø You see different, help me see what you see
Feedback Guidelines Ø State the constructive purpose ( objective) of your feedback Ø Focus in the situation, issue or behavior (what) not the person (who) Ø Describe specifically what you have observed, avoid generalization, judgments, evaluations (focus on what behavior you want)
Feedback Guidelines Ø Focus on the behavior the person can do Ø Focus on what was done not why Ø Define impact of the behavior on you, work unit, team, . . Ø Describe your reactions and feeling , using “I” message, avoid “you” statements
Feedback Guidelines Ø Give it in calm, unemotional words, tone and body language Ø Summarize conversation and express support
Feedback Guidelines Ø Give the person opportunity to respond, listen to point of view Ø Consider the need of the receiver as your own need to give feedback Ø Don’t overload the person Ø Offer specific suggestions avoid giving advice Ø Choose appropriate time and place Ø It well be effective when solicited & mutual
Feedback Exercise Remember feedback situation you have dealt with before but you weren’t satisfied with the outcome. ØDescribe the situation ØWhat mistakes you made? what you like have done differently? ØUsing guidelines, rewrite the way you could handle the situation
Feedback Practice §What is your constructive purpose? §What specific action do you want? And how to do it? §What are your reactions? §How would you describe the situation if it were fixed? §What suggestions must be helpful? §What are the constrains that need to overcome? §How well you overcome these constrains?
Receiving Feedback §Establish receptive atmosphere §State that you want feedback about §Listen to what others are saying and also what not saying §Ask clarifying questions §Verify what you have heard §Maintain an objective attitude about feedback, don’t argue or get defensive §Don’t overreact
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