HiTouch Healthcare EFFECTIVELY GIVING AND RECEIVING FEEDBACK WHAT

Hi-Touch Healthcare

EFFECTIVELY GIVING AND RECEIVING FEEDBACK

WHAT TO EXPECT IN THIS PRESENTATION Find the Ball Activity Overview of Feedback Rules for Effective Feedback in Healthcare Discussions The In-Law Scenario Reactions to Feedback Rules for Receiving Feedback Sparkling Moments Activity

IMPORTANCE OF COMMUNICATION AND SOFT SKILLS Communication is “the skill that can possibly have the greatest impact on effective healthcare delivery. It really is the key to clinical governance and demands as much attention, respect and sustaining as other seemingly ‘harder’ targets. However, often the mere mention of the importance of communication causes less than positive reactions in healthcare professionals. ” (Jelphs, 2006, senior fellow at the Health Services Management Centre at the University of Birmingham)

FIND THE BALL ACTIVITY Need 4 volunteers All 4 volunteers will leave the room They will come back, one at a time, to find the golf ball Volunteers– please leave the room

FIND THE BALL ACTIVITY Each person will receive a different kind of feedback • • Silent Feedback Negative Feedback Positive Feedback Specific Feedback

FIND THE BALL ACTIVITY Need 4 volunteers All 4 volunteers will leave the room They will come back, one at a time, to find the golf ball Volunteers--please leave the room

FIND THE BALL DEBRIEF How did you feel while looking for the ball? What did you think/feel as a result of the feedback you received? How did the feedback you received affect your performance? How did the feedback you received affect how you felt about the individuals giving the feedback? If this was the type of feedback you received every day, how would you feel? Reflect about what type of feedback you have experienced on the job? How can you improve the feedback practices you have experienced at work?

WHAT IS FEEDBACK? Feedback is information Feedback is about performance or behavior Feedback leads to action, development of performance, or improved behavior

PURPOSE OF FEEDBACK Know what they are doing well Know what to change

FEEDBACK PERCEPTION Most people really want to know how they are doing. They want to know if other people approve of what they are doing! Most people also really want to know if there is something they could do better or more effectively.

FEEDBACK IS NOT! An end in itself A solution to problems Praise or blame/approval or disapproval Feedback DOES come from real life interactions.

FEEDBACK IN HEALTHCARE DISCUSSION Divide into small groups of 3– 4 Compile a list of factors based on the question on the next slide Brainstorm for 5 minutes

FEEDBACK IN HEALTHCARE DISCUSSION What factors about the healthcare setting need to be considered when giving feedback?

RULES FOR EFFECTIVE FEEDBACK Timely Selective Balanced Suggestions (not requirements) Descriptive Specific

EXAMPLE “I think you’re selfish in that you don’t listen to anyone else. ” “I notice that you don’t look at people when they are talking to you. ”

POSITIVE FEEDBACK SANDWICH

ASKING FEEDBACK SANDWICH Ask Tell Ask

THE IN-LAW SCENARIO Need 3 volunteers to read a scenario to the group. • Narrator • Mother-in-law • New daughter-in-law

THE IN-LAW SCENARIO DEBRIEF What did you observe? In what ways was the mother-in-law honest? Overall, was the interaction positive or negative? Why? Did the mother-in-law offend the daughter-in-law?

BEFORE YOU GIVE FEEDBACK – PAUSE AND ASK YOURSELF What is my intention behind giving this individual feedback? How do I feel about giving this feedback? How is the other individual feeling? Is s/he in the right frame of mind to accept this feedback? Both people should feel calm!