Presented by The Solutions Group

Most difficult conversation? Giving honest feedback Receiving feedback - perception Takes courage & energy Worker gets defensive Results opposite Unfair or off base Poorly timed Poorly delivered

3 Types of Feedback Appreciation Coaching/Instruction Evaluation

Appreciation Make it timely Simple verbal praise or thanks Written expressions by with cc to higher-ups Tangible written note or card Tokens of appreciation Awards

What would your answers be? Question 4: “In the last seven days, have I received recognition or praise for doing good work?” Question 5: “Does my supervisor, or someone at work, seem to care about me as a person?” Question 6: “Is there someone at work who encourages my development?”

Evaluation Reminder – this is about performance rather than a judgment of the person’s character Necessary if one is to maintain level of performance Can serve as motivation

Coaching/Instruction Tips Permission first! How do you know that they know? Always check Coaching/Instruction Feedback When you are the one giving the feedback, always ask for permission. May I show you another way to do this? I have a different method I use. May I share that with you? Would you like to see some other ways to do this?

Asking To Be Coached This is what I have done so far. Could you tell/explain/show me how I might proceed? Here is my understanding of the project. Can you help me with the next step? I am at a point where I could use some help. What do you recommend? Other

Seeking Understanding 1. Take time to interpret the data 2. Share your interpretation 3. Request theirs 4. Use neutral comments and questions

As the giver of feedback, you might be tempted to say: “This is way off! What were you thinking?” OR – you could go for understanding with phrases like: “I’m curious to know how you arrived at this result. Could you walk me through the process you used?”

As the receiver of feedback, you might be tempted to say: “I worked really hard on this project! What do you mean, this didn’t meet expectations?” OR – you could use another approach: “That was not the response I expected. What is needed to make it better?”

Data & Interpretation- employee received 4 out of 5 rating Interpretation by Receiver of Feedback This is the same rating I got last time, and I have worked even harder since then. I also know that I have gained a lot of skill in that time. I guess my hard work is not appreciated around here.

Interpretation from Giver of Feedback No one gets a 5 here. Few people get a 4, and now you have done it twice! You are doing outstanding work.

Sample Responses 1. What does that mean for me? 2. What were the criteria you used? 3. What should I be thinking about or working on? 4. Can you say more about your conclusions? 5. Do you have suggestions for me?

Evaluation Comments

Clear Direction What should I do? Begin? Continue? Stop?

Example – effective direction? “Mike, you are very sensitive to the needs of our clients.” Is this effective feedback?

Polls on Effective Feedback

Clear Communication Receiver of feedback Giver of feedback “What makes you say that?” Back up your comment!

Ask for Feedback Something bothering you? It’s important! Validate and own your feelings Take charge of your destiny and speak up!

What if you are put off when you ask for feedback?

Summary Appreciation, Coaching, Evaluation – use all three! Good feedback contains direction Remember to give feedback to others Ask for feedback for yourself Always aim for understanding

Thank you!