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Give  and  Take:  Attract  and  Retain  “Optimal"  Employees  through  Feedback

By: Suzyn Skaggs BarrientosNov. 17th 2015

My  Background:    v Fortune  500  and  100  companies  and  Small  to  Med  Businesses  v 17  years  Business  Consultant  in  Workforce  Development,  Sales,  

Business,  and  Education  v Performance  Consultant  for  high  tech,  health  care,  recreation,  

financial,  creative,  government  agencies,  and  hospitality  industry,  v Help  companies  reach  their  numbers/goals  through  developing  

their  people.  (Ex:  Business  Strategy,  Leadership,  Team  Building,  and  Executive  coaching)    

v Live  in  Austin  – (My   husband,  2  kids  and  3  furry  kids)  v Hobbies  Outdoor-­‐ Became  an  athlete  in  2009,  completed  a  full  

Ironman  in  2010-­‐ Just  started  Goju Kenpo a  mixed  martial  arts  

Facilitator  Bio

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State  Agencies  undergoing  tremendous  change  -­‐ Leadership  with  great  wisdom  are  retiring  -­‐ Filling  Leadership  Gap  Challenges-­‐ Attracting  New  Generations    -­‐ Smaller  Budgets    and  Bigger  Goals  -­‐ Direction  is  foggy  or  sometimes  very  unclear  -­‐ Can’t  go  back  to  what  you  used  to  do

Give  &  Take  Feedback  

Give  &  Take  Feedback  

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Give  &  Take  Feedback    

1. Why  Feedback  Works   and  is  Needed  for  everyone

2. Leverage  the  Key  drivers  for  Workforce  Buy-­‐in  and  Embracing  feedback  

3. Provide  actionable  and  timely  feedback  with  diplomacy   and  respect  

4. Create  a  feedback  roadmap  for  your  team/organization

Today’s  Agenda  

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Why  Team  Development

Harvard  Business  Review  says:The  goal  of  coaching/feedback  is  the  goal  of  good  management:  to  make  the  most  of  an  organization’s  valuable  resources  

Give  and  Take  Feedback  What  I  have  learned  through  feedback  ?

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We  all  Need  Feedback  

Millennials (1981  to  2000)      Sourced  by  Jeremy  Boudinet

• The  result:  We  have  no  reason  to  trust  institutions,  and  that  goes  for  employers  as  well.

• Parents  groomed  them  with  heavy  emphasis  on  structure  and  measuring  systems  –constant  coaching  and  feedback  

• Obsessed  in  how  they  are  performing  spent  years  being  bombarded  with  constant  negative  media  coverage  and  daily  self-­‐promotional  social  media  updates  from  friends  and  acquaintances

They:  • Crave  positive  reinforcement  and  want  validate   they  continually  serve  the  

organization  • First  to  give  feedback  themselves  even   though  they  are  not  skilled  at  it  • In  the  absence  of  feedback  they  will  think  everything   is  okay  

Millennials and  Feedback

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Baby  Boomers  (1946  to  1964)  want• Public  Recognition

• High  Need  for  Control  – effective  fbhelps  feel  more  in  control  

• Need  for  Growth  – constructive   feedback  should  be  approach  as  growth  opportunity  

• Without  feedback  – they  will  still  be  looking  interpret  behavioral  signs  usually  negatively  

Everyone  Else  and  Feedback

Generation  X  (1965  to  1980)• Gen-­‐Xers are  motivated  more  by  how  their  actions  contribute  

to  the  organization’s  success.  

• Feedback  should  include  how  their  individual  progress  impacts  the  company  and  its  achievements.  

• Gen-­‐Xers also  desire  ongoing  recognition   from  their  boss  

• 1st Generation  to  outwardly  want  feedback

• If  they  don’t  get  feedback  they  will  interpret  actions  negatively  and  will  look  for  other  opportunities  

Everyone  Else  and  Feedback

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In  Summary:  • All  Generations  want  Positive  Reinforcement  • Gen  X  and  Millennialswant  both  positveand  negative• Baby  Boomers  will  take  negative  as  long  as  it  is  the  context  

as  growth  • Baby  Boomers  and  Gen  X,  If  they  don’t  get  feedback,  they  

will  think  they  are,  will  interpret  actions  as  negative  most  likely  

• Millennialswill  give  feedback  and  will  need  to  constantly  validate    their  value  to  the  organization  

Sourced   by  Holly   Green  – “How   to  give  4  generations   feedback”   Forbes

Give  &  Take  Feedback  

#1  Exercise• Introduce  yourself,  • What  you  do  currently  at  your  job• What  you  want  to  be  doing  at  your  job

Give  &  Take  Feedback    

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#2  ExerciseTalk  about  a  time  in  your  life  where  you  had  to  overcome  some  challenges  (growing  up)

Give  &  Take  Feedback    

How  did  that  make  you  feel?  Uncomfortable,  Frustrated,  Mad,    .  ..• No  Context• No  Skin  in  the  game  • Doesn’t  know  you  How  does  this  happen  at  work?  

Give  &  Take  Feedback    

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Mindset:  Everyone  has  a  valid  perspective

Coaching  and  Feedback  

“Must  Haves”  for  Feedback  System• Buy  In  – Know  about   it  • Shared  Goals  with  Clear  Measurement  • Context  – Know  your  people,    visit  them  often• Feedback  Loop  system    1x  every  2  weeks,

Customer  feedback,  AND  

Key  Drivers  for  Workforce  Buy-­‐in  

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“Must  Haves”  for  Feedback  System

Establishing  a  Feedback  Organization    

Provide  actionable  and  timely  feedback  with  

diplomacy  and  respect  

Give  &  Take  Feedback    

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Positive  Feedback:95%  of  Managers  Underfeed  • Power  of  Behavior  Change  through  Positive  feedback  HUGE  -­‐

• Catching  them  doing  the  right  thing• Works  on  Self-­‐Esteem  • Be  specific  Tell  them  what  they  are  doing  right  • Use  3x  as  much  to  correct  behavior  

Give  and  Take  Feedback  

Corrective  Feedback:• Best  if  know  their  backyard  • Talk  only  about  specific  behavior  • Talk  to  them  in  private  • Point  out  a  time  that  they  do  this  right  if  you  

need  more  frequency  • Ask  them  for  their  own  plan  on  how  to  correct  it  

Give  and  Take  Feedback  

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OFNR  Method  for  Corrective  Behavior  Change1. OBSERVATION2. FEELINGS3. NEEDS4. REQUEST*Source  Marshall  Rosenberg    “Nonviolent   Communications”Alice  Dendinger  – Alice  Alliance  Group  

Providing  Feedback

Observation – Exactly  how  do  you  see  the  situation• Observations  contain  no  inferences  about  other ’s  

motives,  feelings  or  thoughts.  No  diagnose.

He  did  not  reply  to  my  email.(observable  behavior)

Vs.He  is  ignoring  me.                                        

(judgment)

Give  &  Take  Feedback  

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ExactlyWhat  Did  You  Observe?  • “When  I  see  you  come  late  to  meetings….• “When  I  hear  you  say  I  am  unfair……• “When  you  tell  me  you  can’t  get  the  information  right  

away….Not…..“When  you  sneak  into  the  meeting  late…..“When  you  fly  off  the  handle…“When  you  yell  and  get  in  my  face…“When  you  lie  about  the  situation…..

Give  &  Take  Feedback  

What  are  you  feeling?Identify  your  actual  feelings

• Feelings  are  the  heart  of  every  interaction.• If  people  did  not  have  strong  feelings  about  something,  they  wouldn’t  get  “care.”

• Expressing  your  feelings  can  be  vulnerable  which  can  create  a  culture  of  trust  

Give  &  Take  Feedback

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Give  &  Take  Feedback

Express  Your  Needs• What  did  you  need  that  you  did  not  get.• What  does  the  team  need  in  order  to  meet  the  goals  of  the  group?

Give  &  Take  Feedback  

Make  the  Request..• “Would  you  be  willing  to  sit  down  and  discuss  your  concerns?”

• “Would  you  be  able  to  make  time  today  at  3:00  pm  to  talk  with  me  further.”

• Not…“Sit  down  and  listen  to  me.”“Meet  me  in  my  office  at  3:00  pm.”

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Make  a  OFNR

“When  I  hear  you  on  the  phone  with  a  personal  phone  call,  I  feel  frustrated because  I  have  a  need  to  accomplish  our  tasks  and  need  your  support.    Would  you  be  willing  to  limit  your    personal  phone  calls  to  three  minutes  or  make  them  on  your  lunch  break.”

Make  a  OFNRA. Observation:      When  you  do  XB. Feel  and  Need:    I  feel    X    because  I  have  a  Need    of  

X__  or  the  Team  has  need  goal  of    XC. I  need  your  support.    D. Request:    Would  you  be  willing  to  X

Feelings  :Aggravated   Agitated                        AngryAnnoyed                    Bewildered BitterConcerned Confused                Disappointed    Discouraged            Fearful Frustrated• Uncomfortable      Worried

Universal  Needs:Respect                 EmpowermentSupport               AcknowledgementTrust   To  give   input•Direct  Communication    Sense  of  Belonging•Feeling  of  Security                To  Manage  Stress•To  be  Heard                                        Peaceful    Environment•To  Contribute To  Celebrate

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Create  a  Feedback  Roadmap  for  your  Team/Organization

Give  &  Take  Feedback  

Develop  Shared  Objectives  for  People-­‐ (Create  SMART  Goals)

a)  Know  Thy  People-­‐ interest,  personal  goals,  strengths,  needs,  etc.

b)  Create  6-­‐9  mos Objectives    -­‐Envision  their  Success

c)  Create  Shared  SMART  Goals  and  Milestones    (Specific,  Measurable,  Actionable,   Realistic,  Timely)

Roadmap  of  Feedback  

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Remember  the  Golden  Rules  • Feedback  System  in  time  • Positive  Reinforcement  goes  farther  HBR  study• #1  Principal  in  Attracting  and  Retaining  Employees  with  Feedback   is  .  .  .  .  .

Give  &  Take  Feedback  

#1  Principal  in  Retaining  Optimal  Employees  and  Attracting  new  Optimal  ones   is    .  .  .  .  

Give  &  Take  Feedback  

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Establishing  a  Feedback  Org  

Thank  you!  

Suzyn  Skaggs  Barrientos  Suzyn@Solara-­‐Performance.comwww.solara-­‐performance.comLead  the  Race  you  Started!

Build  Systems  of  Mentoring  and  Feedback

Give  &  Take  Feedback