giving and receiving feedback
TRANSCRIPT
Communications Lab 2:Giving & Receiving Feedback
Kevin R. ThomasManager, Training & Development
Introductions
• Name• Your relationship to
Williams• Time when you
received helpful feedback. How did they do it? What was the impact?
Objectives
• Learn and practice effective strategies for giving and receiving feedback.
• Focus on feedback, rather than on discipline or evaluation.
Norms
• Confidentiality• Participation• Listening• Self-care
Agenda
1• Giving Feedback
2• Receiving Feedback
Agenda
1• Giving Feedback
2• Receiving Feedback
Giving Feedback:General Principles
– Consider the setting• Public vs. private• Spontaneous vs. planned
– Clear content• Specific descriptions of behavior, not abstract labeling of the
person– Neutral Tone
• Spock – Temperate Phrasing
• Avoid triggering language– Future focused
• Collaborating to create a positive future together.
Separate the Person from the BehaviorLabeling the Person Describe the Behavior
Bad Attitude • Speaks in a sarcastic tone• Crosses arms, frowns, avoids eye
contact• Makes comments under his breath at
team meetings• Rolls his eyes at team meetings
Lazy • Avoids or resists certain tasks• Disappears and cannot be found• Arrives at work tardy, returns late
from breaks.• Takes longer than needed to
complete tasks
Giving Feedback
• Positive Feedback• Constructive Feedback
Positive Feedback Formula
Behavior ImpactBest
chance for repeated behavior
Example
• I was really impressed with your presentation yesterday. You arrived early and tested your presentation so you were sure it would be ready to go on time. You used an assertive yet friendly tone. Your messages were articulated clearly and you coordinated the slideshow with your presentation flawlessly. After the program, the client spoke to me personally and told me how impressed they were. Well done!
Your Turn!
• Complete the positive feedback worksheet.• With a partner, practice giving the feedback.
Giving Feedback
• Positive Feedback• Constructive Feedback
Constructive Feedback Steps
Collect Data
Create an Invitation
Use the Formula
Collaborate for
Change
Constructive Feedback Steps
Collect Data
Create an Invitation
Use the Formula
Collaborate for
Change
Collect Data
• What has happened that has led you to believe the person may need to change their behavior?
• What else could you find out before speaking with the person?
• What other factors could have contributed to the problem?
• Is the person aware of the problem? How might they see it?
Constructive Feedback Steps
Collect Data
Create an Opening
Use the Formula
Collaborate for
Change
Create the Invitation
• Describe what led you to want to give the person feedback.
• Say you’d like to share what you’ve learned about the issue so far.
• Say you’d like to hear their point of view.• Say you’d like to work collaboratively with the
person towards a better outcome in the future.
Create the Invitation: Example
• “Judy, I’d like to discuss what happened on your customer call earlier this week. I’d first like to share the information I have about the situation, and then I want to hear your point of view. After that, we can discuss what to do next. How does that sound to you?”
Create the Invitation: Your Turn
• Complete the “Create the Invitation” Worksheet
Constructive Feedback Steps
Collect Data
Create an Invitation
Use the Formula
Collaborate for
Change
Use the Formula
Behavior ImpactPositive Future
Alternative
Best chance for changed behavior
Example
• You arrived 10 minutes late for an important meeting with your client. You began your presentation with an apology for your tardiness. You had technical difficulties getting your slides up, and then apologized again as they were out of order. I’m concerned that our client won’t want to do business with us as a result. I’d like to talk about how we can work together so that future meetings leave our clients feeling confident about the professionalism of our organization.
Your Turn
• Complete the Constructive Feedback Formula worksheet
Constructive Feedback Steps
Collect Data Create an Invitation
Use the Formula
Collaborate for Change
Collaborate for Change
• Ensure agreement on a joint vision for the future.(Ex: “Do we both agree that we want our customers to keep coming back?”)
• Brainstorm possible changes both of you might make that could improve the outcome.
• Plan to follow up to assess the outcome.
Putting It All Together: Role Play
• Pair up.• Decide who will give feedback.• Give the other person a minimum amount of
background about the situation (timed)• Role play the feedback conversation, starting
from your opening.
Agenda
1 •Giving Feedback
2 •Receiving Feedback
Receiving Feedback Tips
• Stay in listening mode as long as possible. Keep asking questions until you understand the other person’s perspective completely.
• Listen for the “signal in the noise”. What about this feedback could possibly be true?
• Notice feelings without acting on them. Breathe.• Use questions to guide the person to give their
feedback more skillfully. Ex: “What specific behaviors have you noticed that have led you to believe I have a bad attitude?”
Resources and Next Steps
• Program Page• Remaining Communications
Labs– Difficult Personalities
Tuesday, November 17, 20151:00 p.m. – 2:30 p.m.
– The High Stakes ConversationTuesday, December 15, 20151:00 p.m. – 2:30 p.m.Hollander 317
Kevin R. ThomasManager, Training & Development
• Program evaluation link will be sent by email.• You’ll get a link to a course page with all the materials.