Effective Feedback

Feedback A way of helping another to consider changing behavior Form of communication with others which gives information about how their behavior affects others

Feedback Feedback can be Verbal or Nonverbal Positive or Negative Destructive or Constructive

Communication Personal communication is the most important tools and skills for managers and supervisors to have Is an ongoing process Ultimate goal is to improve relationship & situation Consider your purpose in entering communication transaction & long-term consequences

Communication Process Key Elements Message Speaker Listener Respond Hear Analyze/evaluate 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 Every message has content & process Content is the “way you say” part The process is “what you say it” Content is nonverbal & process is verbal Content & Process must be consistent

Guidelines in Feedback Plan ahead before enter into it: What is the problem or situation What is your desired outcome, goals, expectations Effect when doing or not doing Restraining forces

Guidelines in Feedback Communicate expectations to employees to understands & visualize the desired outcome Provide coaching to help them move Provide feedback both negative and positive to help them know the situation

Attitudes regarding Feedback People tends to work best when they see their work can help them achieve their own goals I don’t manage jobs but people I don’t manage people but individuals I don’t turn my back in disagreement but I welcome them, difference generate new ideas and new ways of doing things I want to hear what my subordinates think

Effective Person Effective person recognize: Own perceptual limitations Appreciate available resources through interaction with other minds and hearts Difference in interpreting and seeing, add to knowledge Life isn’t dichotomous , 3rd alternative present You see different, help me see what you see

Feedback Guidelines State the constructive purpose ( objective) of your feedback Focus in the situation, issue or behavior (what) not the person (who) Describe specifically what you have observed, avoid generalization, judgments, evaluations (focus on what behavior you want)

Feedback Guidelines Focus on the behavior the person can do Focus on what was done not why Define impact of the behavior on you, work unit, team, .. Describe your reactions and feeling , using “I” message, avoid “you” statements

Feedback Guidelines Give it in calm, unemotional words, tone and body language Summarize conversation and express support

Feedback Guidelines Give the person opportunity to respond, listen to point of view Consider the need of the receiver as your own need to give feedback Don’t overload the person Offer specific suggestions avoid giving advice Choose appropriate time and place 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. Describe the situation What mistakes you made?what you like have done differently? Using 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