Giving And Receiving Feedback: A New ImperativeIdeas For Employees and Managers

@ocbermudez

By Omar Bermudez

Agenda

• Determine why feedback is important• Realize when a feedback works• Avoid 4 low performance feedback patterns• Understand 6 tips to receive feedback• Learn 9 techniques for giving/asking feedback

Let’s think about it…

What are the top 3 reasons to give a great feedback?

Individual(30’’)Group(30’’)Relayer (Shout it out!)

@ocbermudez

Agenda

• Determine why feedback is important• Realize when a feedback works• Avoid 4 low performance feedback patterns• Understand 6 tips to receive feedback• Learn 9 techniques for giving/asking feedback

Why Feedback is Important…

• Feedback is there all the time• Feedback is just another word for effective listening• Feedback is an opportunity to motivate• Feedback is essential to develop performance• Feedback is a way to keep learning

Why Feedback is Tough…

Level 1: I don’t get what are you talking about.

Level 2: I don’t like it.

Level 3: I don’t like you.

Agenda

• Determine why feedback is important• Realize when a feedback works• Avoid 4 low performance feedback patterns• Understand 6 tips to receive feedback• Learn 9 techniques for giving/asking feedback

When feedback works

• VALIDATE your intentions first.• Just do it!• Give feedback frequently and informally.• Focus in the customer or task or behavior (Don’t focus in the person).

• Keep people in the loop.• Seek feedback.• Build a foundation.

Agenda

• Determine why feedback is important• Realize when a feedback works• Avoid 4 low performance feedback patterns• Understand 6 tips to receive feedback• Learn 9 techniques for giving/asking feedback

Let’s review 4 interesting patterns…#1: The question feedback…

Result

Let’s review 4 interesting patterns…#2: The “but” feedback…

Result

Let’s review 4 interesting patterns…#3: The color mindset feedback…

Result

Let’s review 4 interesting patterns…#4: Everything is fine feedback…

Result

Agenda

• Determine why feedback is important• Realize when a feedback works• Avoid 4 low performance feedback patterns• Understand 6 tips to receive feedback• Learn 9 techniques for giving/asking feedback

Tips for Receiving feedback

• Place clear boundaries • Listen beneath the words• Explore gently • Don’t defend yourself• Express your thanks• Follow up

Don’t forget S.A.R.A

•Surprise•Anger•Rationalization•Acceptance

Agenda

• Determine why feedback is important• Realize when a feedback works• Avoid 4 low performance feedback patterns• Understand 6 tips to receive feedback• Learn 9 techniques for giving/asking feedback

Technique: Positive Feedback

• Target: Group

• I respect…• I like…• I appreciate…• I admire…• I love…

Technique: Acid Reflux – Tough feedback

• Target: Group/Individual

1. Introduce the conversation…2. I have noticed/perceived…3. Let’s talk him/her…4. Communicate the impact…5. Build the plan…6. Set expectations… (follow up)

(stay calm and show empathy)

Technique: Open Book Management• Target: Group• Best applicable in Kaizen/Lean/Six Sigma meetings

• What are the critical numbers that people need to know?• What’s a good way to get this information to people in a timely manner?• What’s my plan for ensuring that people make the connection between the

numbers and their own work?• How will we keep ourselves accountable?

Technique: Expectations Exchange

• Target: Group/Individual

1. More of… because…[impact]2. Less of… because…[impact]3. Keep on doing…because…[impact]

Technique: How’s Our Team Doing?

• Target: Group• Ideally for virtual teams…• Scale from 1 to 5

Clarity of our missionHow well we meet our goalsClarity of our respective rolesProvide feedback to each otherHow well we handle…

(Engage the dialogue and build action plan)

Technique: Feedback From Your Boss

• What is the potential benefits for your boss for giving you feedback?

• Clear and Specific • Listen the answer • Be curious (don’t listen to answer)• Engage dialog (SARA?)• Plan for action• Acknowledge

Technique: Ask-Tell-Ask

• Ask employee for self assessment• Tell them the behavior/performance you observe and how it

differs to what you expect.• Ask employee how they think they could improve and what

action they can take.

Technique: Perfection Game

• You (the reviewer) rate the work on a scale from 1 to 10, based on how much value you can add. 10 means that the work is perfect for you.

• You explain why you rated the work like you did. What makes up this number? What did you like about it? What should be kept?

• You give concrete suggestions for improvement

Technique: Feedback Door

I liked it/I enjoyed it

So…So..

We have to improve…

Let’s Try The Feedback Door

Agenda

Avoid 4 low performance feedback patterns Realize when a feedback worksDetermine why feedback is importantUnderstand 6 tips to receive feedbackLearn 9 techniques for giving/asking feedback

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Let’s talk if you:

Want to create a culture of feedback in your organization …Want to create an ownership and responsibility culture in your team or organization…Want to create leaders at all levels …Want to address organizational changes in a completely different way, without resistance and/or conflicts …

Omar C. Bermudezomar@zettago.comwww.zettago.com

@ocbermudez

(blog) www.agilecafe.org