Date post: | 13-Dec-2015 |
Category: |
Documents |
Upload: | amelia-neal |
View: | 224 times |
Download: | 0 times |
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
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
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