Today’s Agenda

What is feedback

The benefits of effective feedback

Barriers to giving performance feedback

Techniques for giving feedback

Essential communication skills when giving feedback

An Effective Manager

Treats staff with respect Values them for their input and ideas Is honest with them Discusses with them what is working and what is not Guides them through the harder issues Sets clear expectations of what is required Holds staff accountable for delivery of what is expected Leads by example

What is feedback?

“Feedback is an opportunity to acknowledge the value that a person adds and to highlight their potential areas for development.”

Effective Feedback

Effective feedback should either reinforce or redirect another person’s behaviour.

JobPerformanceRedirect …………………….Reinforce

Without FeedbackWithout Feedback

Good Good Behaviour is Behaviour is

not reinforcednot reinforced

Mistakes GoMistakes GoUncorrectedUncorrected

Learner will make Learner will make assumptionsassumptions

Without Feedback

“Silence” may indicate:

Approval - “No news is good news…”

Or…

Disapproval - “They probably all think I’m hopeless….”

Barriers to Giving Feedback

Time Failure to obtain first hand data and specific examples Lack of perceived value Previous negative experiences Unclear performance expectations Culture of ignoring poor performers Lack of training in how to give and receive feedback Afraid of the fallout from giving feedback

Four Communication Styles

Driver - is direct and task-oriented Collaborator - is enthusiastic and

relationship-oriented Contributor - is supportive and avoids

change and confrontation Investigator - is accurate and detail-

oriented

Guidelines for Giving Feedback

PrepareIdentify performance or skill shortfallAnalyse cause of deficitInvite employee to assess their own

performanceAsk permission to propose solutionsEstablish goals and action plansFollow-up

DASR Process

DESCRIBE what you observed in terms of behaviour. Use factual information.

ACKNOWLEDGE your reactions to what happened or the impact of the behaviour.

SPECIFY - Ask explicitly for a different, specific behaviour.

REAFFIRM their worth and ability to correct their behaviour.

Steps to Active Listening

Set the stage

Insure mutual understanding

Understand body language

Suspend judgement

Barriers to Effective Listening

Questioning Techniques

Effective Questioning:

Facilitates learning and development Stimulates staff to accept responsibility for their

learning and development Access knowledge, understanding, experience

and attitudes Allows individuals to express feelings, thoughts

and opinions

Types of Questions

Open-ended

Closed

Powerful

Giving Reinforcement or Praise

Describe the behaviour or performance

you want to reinforce

Explain the positive impact that act has had

on the organisation

Help your feedback recipient take credit

for his or her success

Thank your recipient and encourage

similar acts in the future

Questions