1. Educational Solutions for Workforce Development Multidisciplinary Listening and Feedback Rhona M McMillan AA (CPD) Glasgow

2. Educational Solutions for Workforce Development Multidisciplinary ACTIVE LISTENING

3. Educational Solutions for Workforce Development Multidisciplinary TALKING Versus LISTENING

4. Educational Solutions for Workforce Development Multidisciplinary Active Listening Why? Establish a good relationship Demonstrate to colleague/ trainee you have taken views, thoughts and feelings on board Reduce arguments re poorly understood concepts Reduce sterile arguments

5. Educational Solutions for Workforce Development Multidisciplinary BENEFITS Colleague/ trainee feels valued Colleague/ trainee feels understood Colleague/ trainee able to express thoughts clearly Colleague/ trainee given opportunity to correct any misunderstanding Cues picked up Both have clear idea of colleague/ trainee ’s ideas, worries and expectations Saves time

6. Educational Solutions for Workforce Development Multidisciplinary HOW to listen actively Give full attention, don’t interrupt Non verbal Reflect content Reflect feelings Summarise and Clarify Interpret

7. Educational Solutions for Workforce Development Multidisciplinary Afterwards If you have been actively listening for any length of time, you will be TIRED

8. Educational Solutions for Workforce Development Multidisciplinary Feedback

9. Educational Solutions for Workforce Development Multidisciplinary What is Feedback? “structured information that one person offers to another, about the impact of their actions or behaviour”

10. Educational Solutions for Workforce Development Multidisciplinary Discuss feedback that you have been given, which has been helpful Discuss feedback that you have been given, which has been unhelpful or even harmful

11. Educational Solutions for Workforce Development Multidisciplinary Feedback Is important Is vital for our self esteem Is a key factor in enabling an individual to pick up new skills

12. Educational Solutions for Workforce Development Multidisciplinary In what situations at work do you need to give feedback? Verbal feedback Written feedback

13. Educational Solutions for Workforce Development Multidisciplinary Why give feedback? Influence Recognise and reward Improve quality Build and maintain relationships Clarify experiences Motivate Manage performance

14. Educational Solutions for Workforce Development Multidisciplinary Feedback v Criticism “criticism is one person’s judgement of another person, or their work” It is often an unprepared reaction to people who aren’t behaving in the way one wants them to

15. Educational Solutions for Workforce Development Multidisciplinary When is Feedback Effective? Descriptive Performance (not person) focussed Clear and direct Offered (not imposed) Owned Specific Balanced Timely and regular Solution focussed Both parties believe feedback has a positive intent

16. Educational Solutions for Workforce Development Multidisciplinary Receiving Feedback High Value information -so listen with active, full attention to be; aware how you are getting on get ideas how to plan your own development have a “reality check”

17. Educational Solutions for Workforce Development Multidisciplinary Receiving Feedback Listen openly and carefully Ask questions Check what you have heard Reflect

18. Educational Solutions for Workforce Development Multidisciplinary What should you do with your feedback? Ask questions What feedback are you looking for, be specific Encourage people to give you feedback Give person TIME to think about feedback, do not put on spot

19. Educational Solutions for Workforce Development Multidisciplinary What should you do with your feedback? Listen Listen openly and carefully Do not interrupt or digress Ask for clarification if you do not understand Try NOT to be defensive Take notes

20. Educational Solutions for Workforce Development Multidisciplinary What should you do with your feedback? Check Check what you’ve heard, ask for examples Give your reaction, if you want to Ask for time to think about it, if you want to Ask for suggestions for improvement

21. Educational Solutions for Workforce Development Multidisciplinary What should you do with your feedback? Reflect Feedback is information for you to use, no obligation to change ? Validity, check with others Decide what you want to do, and what your options are Work out what you are going to do, with time parameters

22. Educational Solutions for Workforce Development Multidisciplinary OPTIONS Reflect and consider Check with others Try doing things differently Disregard feedback

23. Educational Solutions for Workforce Development Multidisciplinary Pitfalls to Avoid Defensive Prove them wrong Feel you have to change YOURSELF Try to justify Dismiss information, without thought Attack person giving feedback Generalise message Feel bad about everything Think you are perfect!

24. Educational Solutions for Workforce Development Multidisciplinary Turn criticism in to useful feedback Question to find out issue underlying criticism Ask for specifics, what you did or said Ask for clarification if you do not understand Be clear about what would help YOU Ask for suggestions, “do you have any idea how I could do this differently?” Ask person to focus on issue, not you.

25. Educational Solutions for Workforce Development Multidisciplinary Giving Feedback Effective feedback between two people ensures that both parties have a clear understanding of each others expectations and responsibilities.

26. Educational Solutions for Workforce Development Multidisciplinary Delivering effective feedback Give the message Reach understandingReach understanding Resolve and close Prepare to talk

27. Educational Solutions for Workforce Development Multidisciplinary Prepare to talk Prepare your message Choose appropriate time and place Create calm, relaxed atmosphere Ensure no interruptions Be aware of your own body language

28. Educational Solutions for Workforce Development Multidisciplinary Feedback skills Active listening Observation Clear verbal expression Structure you message Plan and prepare Timing Self awareness (own feelings) Resilience assertiveness

29. Educational Solutions for Workforce Development Multidisciplinary Top tips for giving feedback Before you meet Prepare Be aware of YOUR intentions Think of examples, suggestions

30. Educational Solutions for Workforce Development Multidisciplinary Top tips for giving feedback During Discussion Ensure two–way conversation Be ready for resistance Don’t take negativity personally Use pauses, give person time and space to think Find a way to end on a positive Sum up at conclusion

31. Educational Solutions for Workforce Development Multidisciplinary Top tips for giving feedback Afterwards Don’t expect instant (or any) change, feedback is information, not an instruction list Follow up on your conversation (?when)

32. Educational Solutions for Workforce Development Multidisciplinary Poor feedback Feedback is NOT to Get something off your chest Manage a performance issue or grievance

33. Educational Solutions for Workforce Development Multidisciplinary Written Feedback Strengths This should be full and inclusive, with descriptions and examples Areas for development and suggestions for change Take care with language, reflect, be specific with examples Perhaps, suggest, try etc

34. Educational Solutions for Workforce Development Multidisciplinary Flatter me, and I may not believe you. Criticize me, and I may not like you. Ignore me, and I may not forgive you. Encourage me, and I may not forget you.’ William Arthur Ward (1921-94)