Words Hard to Say and Hard to Hear

ADLT 610 – Class Session 8

Giver’s Point of View Receiver’s Point of View

Failure to observe performance first-hand

Lack of clearly defined standards about what constitutes competent performance

Concerns that feedback will elicit an emotional reaction/ be hurtful / or damage the relationship

Bad experiences in the past receiving feedback

Perception that feedback is a statement about personal worth or potential as a physician

Concerns that feedback will elicit an emotional reaction/ be hurtful / or damage the relationship

FeedbackGiver

Feedback Receiver

Feedback in an Ideal Feedback in an Ideal WorldWorld

Feedback in the Real World Feedback in the Real World of Two-Way Communicationof Two-Way Communication

OpenConceale

d

Unknown Blind

Feedback GiverFeedback Giver

OpenConceale

d

Blind Unknown

Feedback ReceiverFeedback Receiver

OpenConcealed

Unknown Blind

Feedback Receiver Feedback Receiver

The Idea Behind Receiving The Idea Behind Receiving Feedback Feedback

The Ultimate Goal of Feedback:The Ultimate Goal of Feedback:To Create a More Open Dialogue To Create a More Open Dialogue Between Giver AND ReceiverBetween Giver AND Receiver

OpenConceale

d

BlindUnknown

Feedback ReceiverFeedback Receiver

Open

Unknown Blind

Feedback GiverFeedback Giver

Concealed

Non-Recommended Recommended Techniques

Based on hearsay

Disrespectful climate

Judgmental approach

Focus on generalities

Too much/too little

Focus on personality

Not goal-based

Thoughts/feelings not elicited

No suggestions for improvement

Based on observations

Respectful climate

Non-judgmental approach

Focus on specifics

Right amount of feedback

Focus on behaviors

Based on agreed upon goals

Thoughts/feelings of receiver elicited

Suggestions for improvement