Using Feedback to Produce High Performers Tony Veeder PTS Training Section
Helpful Feedback The process of giving information to a person or a group in such a way as to help them improve their performance Is a fundamental coaching skill Is an ongoing process 2Using Feedback
Effective Feedback Honors competence and reinforces desired behaviors Aligns expectations and priorities, and is goal oriented Fills knowledge gaps, focused on acts Prompts corrective actions, supportive and continual Alleviates fear, directed at the future 3Using Feedback
Workplace Feedback Redirection o Behaviors and performance that do not contribute to the group or goals o Helps develop alternative strategies Reinforcement o Behaviors and performance that do contribute to the group or goals o Encourages to repeat and develop 4Using Feedback
Reinforcement Almost everyone is comfortable with giving compliments to others Sometimes we forget how important this is to most people All need acceptance, recognition and praise Sparks increased productivity, desire to do better, and improved self-esteem 5Using Feedback
F.A.S.T. Feedback Frequent Accurate Specific Timely 6Using Feedback
Goals + Feedback = Success Activity 4 groups of soldiers 20 kilometer march Each receive different instructions Information during march varied 7Using Feedback
Redirection Many times is dreaded. Why? We are human and all make mistakes Is part of growing and learning but this feedback doesn’t contribute to goals Requires developing solutions Bad feedback experiences affect how you approach feedback to others Must help others improve despite the dread and conflict 8Using Feedback
Redirection Rules Must: Be delivered in private, never public Be directed towards the organization’s goals Be based on behavior, not the person Be presented in a dialogue and must be solution oriented Result in an improvement action plan 9Using Feedback
Useful Feedback Focused on acts, not attitudes Directed toward the future Goal oriented Multidirectional Supportive Continuous 10Using Feedback
Feedback Filters Is it true ? Is it kind ? Is it necessary ? 11Using Feedback
Redirection Checklist Did I use the three filters? Do I have proof or knowledge? Do they know how to do the job? Do they have the needed resources? Is there something interfering with their success? Is this the appropriate time and place to give the feedback? 12Using Feedback
Redirection Considerations It is always done in private. Where should you give it? Is it the best time for it to be given? What triggers their “hot buttons”? Have you considered and planned for how they might react? 13Using Feedback
L.A.S.T. Feedback Listen Align Solve Thank them 14Using Feedback
Putting it All Together You should be: calm timely honest specific goal driven descriptive, not subjective 15Using Feedback
Putting it All Together You should : put the feedback in context not be judgmental speak from the heart assume the best listen focus on the performance 16Using Feedback
Putting it All Together You should : Build a foundation of trust mutually agree on goals recognize improvement be appreciative listen Close the discussion in a professional manner 17Using Feedback
Putting it All Together And most importantly you should: follow up make feedback part of the normal workplace routine 18Using Feedback
Putting it All Together Activity Remember that staff person you thought about at the beginning of the training session? What’s your plan for providing feedback to the person? 19Using Feedback
Summary Feedback…what is it? Effective feedback Types of feedback Reinforcement and F.A.S.T. Redirection and L.A.S.T. Feedback tips Feedback action plan 20Using Feedback
Questions? Thank you for your attention. Please fill out your evaluations. 21Using Feedback