In the Workplace

Giving Receiving

Feedback

Core Skills Academy

What is Feedback?

Feedback is information we receive from others defining their perception of us in terms of looks, actions, or things we have said.

When properly given and received it is an opportunity to expand one’s understanding and can be used as a tool for achieving positive results.

What is Feedback? (cont.)

Feedback is seldom verbal only— it also includes

❑Emotions

❑Timing/ Location

❑Body Language

❑Other Non-verbal Cues.

All contribute to how feedback is received.

Therefore, if the intent of feedback is not positive, it is unlikely that a positive outcome will occur.

Receiving FeedbackAs a healthcare worker

you, undoubtedly, have

received feedback both

formally during yearly

evaluations and

informally during the

normal course of your

work day and week.

Receiving Feedback (cont.)

How do you typically react to

feedback from someone?

Think about the last time you

received feedback from a

supervisor or coworker…

Ask yourself the following

questions…..

Receiving Feedback (cont.)

❑ Did you provide excuses as to

why you acted a certain way?❑ Did you identify other

departments or individuals that contributed to the actions?

❑ Did you simply become defensive?

OR…

Receiving Feedback (cont.)❑ Did you listen and try

to learn as much as

you could?

❑ Did you ask questions

to define the

information?

Receiving Feedback (cont.)

Getting the most out of

receiving feedback for

your on-the –job

performance requires

specific listening steps.

4-steps To Good Listening For Receiving Feedback

Step 1-- Ask for details

Step 2 -- Paraphrase what you think you heard

Step 3-- Seek suggestions for future action

Step 4-- Thank the person giving the feedback

Good Listening For Receiving Feedback (cont.)

In addition to the 4 listening points,

❑Clear your mind of all other business ❑Take time to assess if the criticism is valid

❑Consider your body language- make eye contact, appropriate facial expressions, restrict hand gestures

Giving Feedback

As a healthcare worker you

may be asked to provide

feedback. This means that, in

the workplace, you provide

fellow employees and team

members information about

their acts in order to help

them meet individual, group

and organizational goals.

Giving Feedback

There are two kinds of feedback we provide : Job Performance Competency

Work-Related Behaviors Task Performance

Setting the Environment for Feedback

A large part of providing

feedback is the way in

which the feedback is

given. Prepare yourself

for the feedback session

keeping in mind to treat

the recipient as you would

want to be treated.

Setting the Environment for Feedback(cont.) Before you begin remember:

❑ Ensure positive intent

❑ Plan how to say what needs to be said

❑ Use specifics, not generalities

❑ Use receptive body language

Setting the Environment for Feedback(cont.)❑ Listen!

❑ Do not become emotionally involved

❑ Encourage feedback and clarification from recipient

❑ Make sure recipient talks about him/herself----not others

6 Steps For Giving Effective Feedback

1) Describe the specific behavior or performance you want to redirect

2) Listen to the reaction of your feedback3) Explain effect behavior/performance has on

organization4) Help feedback recipient acknowledge that a problem

exists and take responsibility5) Develop plan that helps receiver of feedback adjust to

his/her actions

6) Thank feedback recipient for his/her efforts

Take Aways for Giving /Receiving Feedback…

❑ What are key points to remember when receiving feedback?

❑ What are key points to remember when giving feedback?

Websites-- Giving/Receiving Feedback http://www.mindtools.com/pages/article/newTMM_98.htm

http://www.dartmouth.edu/~hrs/manager/toolkit/peoplemanagement/feedback.pdf

http://www.uwosh.edu/mentoring/faculty/giving.html