ETS e-book| 1

e-bookExpert guide to 360 degree feedback

© 2015 Expert Training Systems plcwww.etsplc.com

2| ETS e-book

Table of contents

How to guides 3 How to design a global 360 degree feedback programme 4 How to select the right 360 degree feedback raters 5 How to ensure 360 degree feedback leads to behavioural change 6 How to use 360 degree feedback to inform performance appraisals

Case studies 7 BT 360 degree feedback programme 8 Philips 360 degree feedback programme 9 RBS degree feedback programme 10 Tesco 360 degree feedback programme

Infographic 11 The business case for 360 degree feedback

ETS e-book| 3

How to guides

How to design a global 360 degree feedback programme

1. Get the design right

• Have a competency framework in place to ensure results are measured consistently

• Create 360 feedback questionnaires in participants’ first language

• Keep questions short and use simple words that are easy to translate

• Use a frequency rating scale that’s easily observable.

2. Make understanding results easy

• Use a simple and intuitive reporting process to help your participants to act on their 360 feedback

• Use percentile reporting to give context to 360 feedback data in global programmes

• Share action tips with participants and offer guidance in the report outputs they get

• Establish the most culturally-appropriate way to share 360 results your participants.

Click here to view full pdf

4| ETS e-book

How to guides

How to select the right 360 degree feedback raters to provide feedback

1. Offer guidance to 360 participants

• Be clear on the purpose for 360 degree feedback, explaining what the data will be used for

• Offer training on the 360 feedback process covering how to select raters, how to analyse feedback and creating a personal development plan

• ducate participants in the 360 degree feedback programme on the value of obtaining constructive and accurate feedback from impartial raters.

2. Use the right technology

• Make it easy for participants to select the right raters using an intuitive 360 degree appraisal system, which guides them to select people from all the appropriate rater groups

• If using 360 feedback as a performance measure, try formalising the rater selection process by choosing a system that includes line manager approval.

Click here to view full pdf

ETS e-book| 5

How to guides

How to ensure 360 degree feedback leads to behavioural change

1. Clear communication

• Explain the business objective of a 360 feedback programme to participants

• Let people know what will be measured

• Let participants know who’ll have access to the data and what it’ll be used for.

2. Motivate participants

Use both intrinsic and extrinsic motivators to give 360 degree feedback participants the necessary motivation to act on feedback. Intrinsic motivators could include:

• Personal development

• Career advancement.

And extrinsic motivators, could include:

• Peer review process

• Manager scorecards.

3. Encourage a results focus

• Use simple reporting outputs making it easy for people to see top and bottom scoring questions and perceptions gaps to identify development actions

• Offer advice on how to receive feedback possibly training HR teams on guiding participants through 360 feedback reports

• Give clear developmental advice for participants to act on, providing resources such as tool kits.

Click here to view full pdf

6| ETS e-book

How to guides

How to use 360 degree feedback to inform performance appraisals

1. Get the design right

• Use a 5-point rating scale as this helps people spread their ratings, giving more balanced results and avoiding ‘positive bias’

• Offer training on how to use the rating scale, how performance should be rated and how to interpret feedback. This will lead to more consistency in results

• Pilot your 360 degree appraisal. Start with senior leaders as their participation should reassure others.

2. Cultural fit and clear communications

• Establish an appraisal process first, then add 360 degree feedback to complement the existing appraisal process

• Use an online appraisal programme to facilitate the 360 feedback process, which makes reporting results easier

• Communicate how 360 will be used, explaining who’ll complete feedback and how results will be used. This is essential for securing employees’ buy-in.

3. Familiarity with 360 degree feedback

• Ideally, use 360 feedback for development first as employees will already be comfortable with giving and receiving feedback

• Use 360 feedback for either development OR appraisal, but not both. Having the same 360 for development and performance management will be confusing and could compromise data integrity.

Click here to view full pdf

ETS e-book| 7

Case studies

BT 360 degree feedback programme

Challenge: Help evolve the leadership style to drive long-term growth

• Aim was to evolve the leadership style in order to deliver sustainable growth

• Plan to expand future use of the 360 tool led them seek a bespoke solution.

Solution: Designing a 360 programme to fit BT

• Developed a 360 degree feedback system that’s simple but scalable

• Designed the questionnaire around BT’s leadership framework

• Created reports for leaders which include a summary of results, top and bottom-scoring questions, perception gaps and verbatim comments.

Result: Developing leaders globally

• The Group CEO and board members piloted the new tool

• The 360 process has been widely-used with the top 600 executives worldwide and all front line leaders having now participated.

Click here to view full pdf

8| ETS e-book

Case studies

Philips 360 degree feedback programme

Challenge: Better enable employee development in line with key competencies

• Aim was to introduce a 360 process that would better enable employee development

• Need for intuitive system, making it easy to give feedback and interpret results

Solution: Created a 360 feedback programme to focus employee development

• Aligned questionnaire with a new competency framework and leadership behaviours

• Reports are clear and simple, highlighting just a couple of feedback themes and development areas

• ETS delivered training webinars to support HR teams and managers at Philips on running behavioural development conversations.

Result: Powerful business impact, helping develop employees’ capability in line with business strategy

• Very positive response from managers and executives

• Participants are finding that the report format makes it easy to identify action areas.

Click here to view full pdf

ETS e-book| 9

Case studies

RBS 360 degree feedback programme

Challenge: Develop leadership behaviour to deliver a better bank

• RBS was keen to embed a 360 degree appraisal to support its strategic objectives

• The 360 process needed to align closely with the leadership framework and would be used globally by senior managers and executives

• Their complex requirements meant RBS needed a customised system.

Solution: Customised and intuitive 360 system for global use

• Questionnaire was designed in alignment with the leadership capability framework

• The online system includes a self-service administration function. It also features powerful reporting tools and outputs, both for individuals and at a group level

• It has been used by 5,000 senior managers and executives in the last two years

• ETS has provided support via one-to-one sessions helping leaders to act on feedback and training HR business partners in interpretation of feedback and coaching.

Result: Using 360 data to improve leaders and performance

RBS is using 360 results at three levels:

• For individuals, to inform their personal development plans

• For business units, to shape specific leadership development initiatives

• For the Group as a whole, offering an insight into the management culture.

Click here to view full pdf

10| ETS e-book

Case studies

Tesco 360 degree feedback programme

Challenge: Embed new leadership skills to realise a new vision

• Aim to foster a warmer culture where colleagues feel listened to and inspired by their manager - 360 degree feedback is a first step for managers to understand their strengths and development needs.

Solution: Created a 360 feedback programme to best fit Tesco’s culture

• Created an intuitive 360 degree feedback programme

• Designed questions using the same conversational style language use internally by Tesco

• The system enables quick completion with users guided through every step. Reports too are equally user-friendly.

Result: A simple 360 report to inform personal development plans

• 360 feedback being used as a precursor to the ‘Leaders at Tesco’ training programme to highlight strengths and development needs versus the new leadership skills

• 360 is being used to develop other employees and to inform performance appraisals.

Click here to view full pdf

ETS e-book| 11

Infographics

The business case for 360 degree feedback

In this infographic, we outline five compelling reasons for companies to use 360 degree appraisals.

We’ve consulted leading academics, senior HR professionals and our own business psychologists to build a clear rationale for introducing 360 degree feedback.

We use independent research and examples from our clients to show the significant and positive impact 360 feedback can have on:

• Sales and commercial performance

• Employee turnover

• Employee engagement

• Individual performance

• Behaviour change.

Click here to view full pdf £

12| ETS e-book

twitter.com/etsplc

www.linkedin.com

plus.google.com

Call us on +44 (0) 1932 222700

Or e-mail us at info@etsplc.com

We hope you found this e-book useful, feel free to get in touch

© 2015 Expert Training Systems plcwww.etsplc.com