2. Today’s Agenda What is feedback The benefits of effective feedback Barriers to giving performance feedback Techniques for giving feedback Essential communication skills when giving feedback

3. An Effective Manager  Treats staff with respect  Values them for their input and ideas  Is honest with them  Discusses with them what is working and what is not  Guides them through the harder issues  Sets clear expectations of what is required  Holds staff accountable for delivery of what is expected  Leads by example

4. What is feedback? “Feedback is an opportunity to acknowledge the value that a person adds and to highlight their potential areas for development.”

5. Effective Feedback  Effective feedback should either reinforce or redirect another person ’ s behaviour. Job Performance Redirect …………………….Reinforce

6. Without Feedback Good Behaviour is not reinforced Mistakes Go Uncorrected Learner will make assumptions

7. Without Feedback “Silence” may indicate:  Approval - “No news is good news…” Or…  Disapproval - “They probably all think I’m hopeless….”

8. Barriers to Giving Feedback  Time  Failure to obtain first hand data and specific examples  Lack of perceived value  Previous negative experiences  Unclear performance expectations  Culture of ignoring poor performers  Lack of training in how to give and receive feedback  Afraid of the fallout from giving feedback

9. Four Communication Styles  Driver - is direct and task-oriented  Collaborator - is enthusiastic and relationship- oriented  Contributor - is supportive and avoids change and confrontation  Investigator - is accurate and detail- oriented

10. Guidelines for Giving Feedback Prepare Identify performance or skill shortfall Analyse cause of deficit Invite employee to assess their own performance Ask permission to propose solutions Establish goals and action plans Follow-up

11. DASR Process  DESCRIBE what you observed in terms of behaviour. Use factual information.  ACKNOWLEDGE your reactions to what happened or the impact of the behaviour.  SPECIFY - Ask explicitly for a different, specific behaviour.  REAFFIRM their worth and ability to correct their behaviour.

12. Steps to Active Listening Set the stage Insure mutual understanding Understand body language Suspend judgement

13. Barriers to Effective Listening

14. Questioning Techniques Effective Questioning:  Facilitates learning and development  Stimulates staff to accept responsibility for their learning and development  Access knowledge, understanding, experience and attitudes  Allows individuals to express feelings, thoughts and opinions

15. Types of Questions  Open-ended  Closed  Powerful

16. Giving Reinforcement or Praise Describe the behaviour or performance you want to reinforce Explain the positive impact that act has had on the organisation Help your feedback recipient take credit for his or her success Thank your recipient and encourage similar acts in the future

17. Questions