1. Presented by The Solutions Group
Effective Feedback
Presented by The Solutions Group

2. 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
Honest feedback is essential in the workplace. However, many people avoid it and allow problems to go unaddressed – sometimes for years! – because they anticipate that it will not be received well. The manager or co-worker who is simply trying to be helpful is met with defensiveness. That can often lead to de-motivation and the exact opposite of the result they wanted to achieve.
If you are the one receiving feedback, it may seem even tougher. Unless the feedback is delivered well, you can view it as an attack on you, your values, and your professional ability.
There must be a way to handle feedback at work in a manner that is respectful, effective, and appropriate. Let’s take a look at some pointers to help you in both giving and receiving feedback.

3. 3 Types of Feedback Appreciation Coaching/Instruction Evaluation
As the centerpiece of our class today, we will look at the three types of feedback outlined in Thanks for the Feedback by Sheila Heen and Douglas Stone:Appreciation, Coaching, and Evaluation.
We need all 3 of those types so that we can be in touch with how we are doing at work. Also – all 3 types can motivate you to greater confidence and better performance.
Let’s take a closer look at each one of the types.

4. 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
Appreciation is fundamentally about relationship and human connection. In addition to “Thanks” it says “I see you,” “I know how hard you’ve been working,” and “You matter to me.” We never outgrow the need for this acknowledgment, and it should happen frequently at work.
Here are some basic tips for giving feedback to others. It is important that the person receiving the feedback can easily connect the appreciation with the specific action he or she took so that they will repeat that praiseworthy behavior. That is why timeliness is so essential. Remember – “Praise is like champagne. It is best served while still bubbling.”
From the list here, what is your favorite kind of feedback?

5. 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?”
In the book First Break All the Rules by Marcus Buckingham and Curt Coffman, the authors frequently reference a Gallup survey that was used to discover common characteristics of successful companies. More than 80,000 employees took this survey (dubbed “The 12”) which contains 3 questions directly related to appreciation. “Yes” answers to these questions correlated with employee satisfaction, high retention, and high productivity. What would your answers be?
Note that there are many different ways to show appreciation: your paycheck, public recognition, kudos at a meeting, tangible small gifts, promotions and titles, knowing that you are a trusted adviser or indispensable player, etc.
Appreciation for You
What would you like to receive for appreciation at work? Include verbal and written examples plus other types of appreciation.

6. 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
Some people are afraid of evaluation and avoid it at all costs. However, it is essential.
Evaluation tells you where you stand. Evaluations are always in some respect comparisons, implicitly or explicitly, against others or against a particular set of standards. (Evaluation naturally leads to coaching for improvement.)
Think of a time when evaluation comments helped to encourage you in the right direction – OR – perhaps they caused you to stop a non-productive activity and change to a better, more effective course of action.
What did you learn from those evaluation type comments?

7. 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?
Coaching is aimed at trying to help someone learn, grow, or change. The focus is on helping the person improve, whether it involves a skill, an idea, knowledge, a particular practice, or that person’s appearance or personality.
Always ask before giving coaching – we have some sample phrases here that you can use.
After you have given that coaching instruction, ask them to tell you to show you what they now understand. Never assume that because you told them, they now understand. You may need to try another approach that will work for that person. We don’t all learn or understand the same way. You can think of that as a plus when the person you are coaching offers a new way to perform whatever the task is.

8. 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
We don’t always automatically get the coaching we need, and we have to ask for it. Here are some ways you can do that. It is especially important when the task is new to you or there is some kind of risk involved – safety, financial risk, reputation, etc.

9. Seeking Understanding
Take time to interpret the data
Share your interpretation
Request theirs
Use neutral comments and questions
As much as we say we want feedback to be objective, this just is not possible. Different human beings are giving and receiving the “data” and interpreting it in their own ways. Each person takes the same data and creates their own story of what it means. What we can strive for is understanding of the other person’s view so that we can be successful in reaching our common goals. Here is a process you can use to help you both give and receive feedback well. Notice that word “neutral” – it is key to having a productive conversation.
If we react to the situation or the feedback in a negative way, we can shut down the chance for further progress toward a satisfactory result. However, if we use neutral questions to get clarification, we can keep the conversation – and the understanding – moving forward.

10. 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 a supervisor or manager, you may feel frustrated about results that you did not expect to see. Try to maintain your composure and objectivity. Although it is hard to believe at times, everyone is trying to do their best. Start with that premise for a more successful interaction with the other person. Remember – you are going for success here.

11. 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?”
Keep your comments objective and neutral. Try to remember that this is not an attack on your character. Instead it is criticism of a behavior – which can be corrected.
The first statement gets the point across that the recipient’s feelings were hurt by the feedback. If you are the receiver of the comments, it is important to separate yourself from the behavior that is being evaluated and commented on. At the point that you hear the feedback – breathe and calm yourself. Then ask for information to improve this particular task.
The second “script” may surprise the person who hears it. What it can do, though, is open the door for meaningful conversation about how to make work performance better.

12. 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.
The quotes shown here are just the beginning of a conversation, and it is important to continue talking and listening so that each person understands the other.

13. 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.
We first saw the reaction of the receiver of feedback. Here is the interpretation from the giver of feedback. These two people need to expand their conversation so that they can hear what the other person is saying and gain a better understanding of each other. This feedback conversation should be the beginning of an expanded conversation rather than a cue for continued bad feelings.

14. Sample Responses What does that mean for me?
What were the criteria you used?
What should I be thinking about or working on?
Can you say more about your conclusions?
Do you have suggestions for me?
If you are the receiver of feedback that surprises, discourages, upsets you…. Ask some questions to get direction. If you don’t know what is wrong, you won’t know what to fix. Remember to stay neutral in your tone of voice. Keep the behavior separate from you as a person.

15. Evaluation Comments
The street sign is meant to make the point that evaluation comments must show direction. Otherwise, they are useless!

16. Clear Direction What should I do? Begin? Continue? Stop?
Effective feedback comments give clear direction to show you what you should begin doing, continue doing, or stop doing.

17. Example – effective direction?
“Mike, you are very sensitive to the needs of our clients.”
Is this effective feedback?
Does Mike get the direction he needs to continue providing good customer service? What comments might help him? What might you observe about Mike’s behavior that would cause you to conclude that Mike is sensitive to the clients? Think of your own workplace and how people interact with both external and internal customers. How could you add to this feedback to make it more useful?

18. Clear Communication Receiver of feedback Giver of feedback
“What makes you say that?”
Back up your comment!
One of the simplest questions you can use if you do not understand criticism is “What makes you say that?” Ask in a neutral voice and try to adopt a curious attitude instead of an angry one.
If you are the one making the feedback, be ready to justify your statement. Offer specific examples and check to see whether the other person understands. While this may look simple, it is not easy. I recommend that you think about previous feedback situations you have experienced and consider how you might use this technique for the next time something similar occurs. Then practice what you will say to keep the conversation moving along productively.
If you are the giver of feedback, be prepared with examples and other information that will support the comments you are making.

19. Ask for Feedback Something bothering you? It’s important!
Validate and own your feelings
Take charge of your destiny and speak up!
We all need feedback whether we recognize it or not. Sometimes that means coming right out and asking for it. This is a bit like asking for directions when you are in a strange town – you will reach your destination much quicker if you ask for help and follow the directions you are given.

20. What if you are put off when you ask for feedback?
What can you do if the person can’t speak to you when you request a meeting or conversation?
It is important to find the best time and place to request feedback. Sometimes the other person will tell us that they don’t have time. What can you do to ensure that you will get the feedback you need? Your ideas?

21. 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
When we think of communication at work, much of it is feedback. Remember that we need all the types of feedback we featured in this class. You can’t avoid any of the types because you think they aren’t needed or you are not comfortable using them. Be aware of how often you are using appreciation, coaching, and evaluation. Look for situations when you can apply them. When you do give feedback, be sure that it contains direction.
Want to receive more feedback? Make a point of giving feedback to others. It’s contagious! And remember to ask – it’s OK.
Frequent, honest, specific feedback can greatly enhance understanding with your co-workers and others.

22. Thank you!