© U PSTREAM A CADEMY W ORLD C LASS T RAINING: G ETTING Y OUR F IRM O N T RACK P RESENTED BY S AM M. A LLRED, F OUNDER & D IRECTOR O F U PSTREAM A CADEMY L EARNING T O G IVE A ND R ECEIVE C ONSTRUCTIVE F EEDBACK P RESENTED BY T IM B ARTZ C HAIRMAN OF THE B OARD OF A NDERSON Z UR M UEHLEN

© U PSTREAM A CADEMY “If you really want to be more effective at anything…you have to find a way to get constructive feedback. The absence of complaints is not a dependable indicator of the absence of opportunities to improve.” David Maister

© U PSTREAM A CADEMY One of the keys to becoming more successful in our careers is the desire and willingness to give and accept constructive feedback. “We find comfort among those who agree with us – growth among those who don’t.” Frank A. Clark

© U PSTREAM A CADEMY P RESENTATION R OADMAP 1.What is constructive feedback and why is it so helpful? 2.Giving constructive feedback 3.Accepting constructive feedback 4.ELA participants answer key questions

© U PSTREAM A CADEMY  W HAT I S C ONSTRUCTIVE F EEDBACK A ND W HY I S I T S O H ELPFUL ?

© U PSTREAM A CADEMY Feedback that is provided in an honest, clear and concise manner from one individual to another (or from one individual to a group/team) with the intent to be helpful. W HAT I S C ONSTRUCTIVE F EEDBACK ?

© U PSTREAM A CADEMY There are two types of constructive feedback: Positive feedback – focused on an effort well done Negative feedback – focused on an effort that needs improvement

© U PSTREAM A CADEMY Criticism is judgmental, often vague, frequently personal, and usually designed to injure its recipient. Constructive feedback, on the other hand, is concise, focuses on a particular issue or behavior, is never personal, and is always intended to help another individual. C RITICISM VS. C ONSTRUCTIVE F EEDBACK

© U PSTREAM A CADEMY “The absolute worst way to get someone to acknowledge and correct a weakness is to criticize them.” David H. Maister

© U PSTREAM A CADEMY It is very difficult for people to progress rapidly, consistently, and meaningfully if they don’t receive constructive feedback regarding their performance. Constructive feedback helps an individual to know which behaviors to continue and which behaviors to change. W HY I S F EEDBACK S O H ELPFUL ?

© U PSTREAM A CADEMY Correctly given, constructive feedback: W HY C ONSTRUCTIVE F EEDBACK? helps us see ourselves as others view us guides us in refining existing skills or developing new ones helps us identify which behaviors to continue and which to change builds relationships

© U PSTREAM A CADEMY W HY C ONSTRUCTIVE F EEDBACK? strengthens the individual and the firm keeps us on a path of continuous improvement

© U PSTREAM A CADEMY  G IVING C ONSTRUCTIVE F EEDBACK

© U PSTREAM A CADEMY Giving constructive feedback to another employee is one of the most valuable things a leader can do. Properly given, feedback opens the doors to professional and personal growth.

© U PSTREAM A CADEMY Be specific rather than general. Start each key point with an “I” message, such as “I have heard” or “I have seen.” These “I” messages will help you remain focused on issues and get into specifics. 2.Give the feedback person to person – not through some other medium. Whenever possible, the feedback should be provided privately. W HAT R ULES S HOULD W E F OLLOW ?

© U PSTREAM A CADEMY In positive feedback situations, express appreciation; in negative feedback situations, express concern. 4.Be sincere and direct your feedback toward changeable behaviors. 5.Provide feedback in limited amounts. 6.Provide well thought-out feedback. W HAT R ULES S HOULD W E F OLLOW ?

© U PSTREAM A CADEMY Don’t present feedback when the recipient is unprepared to accept it or you’re unprepared to give it. 2.Feedback can be destructive when it serves only our needs and fails to consider the needs of the person receiving the feedback. W HAT P ITFALLS S HOULD W E A VOID ?

© U PSTREAM A CADEMY Timing – even the best feedback given at an inappropriate time can be harmful. 4.Avoid “need to” phrases, which send messages that the recipient has made a mistake. 5.Avoid giving mixed messages. Be careful about using the words “but,” “however,” and “although.” W HAT P ITFALLS S HOULD W E A VOID ?

© U PSTREAM A CADEMY Don’t give feedback when you are upset or irritated. Take time to cool off and get your thoughts in order. 7.Procrastination worsens the situation. W HAT P ITFALLS S HOULD W E A VOID ?

© U PSTREAM A CADEMY Feedback should be given as soon as possible after the performance incident has occurred, when the events are still fresh in everyone’s minds. W HEN S HOULD F EEDBACK B E G IVEN ?

© U PSTREAM A CADEMY “If you really want to help someone improve, the time to give the feedback is as soon as you spot the need, giving your critique in small bites and with no financial implication.” David H. Maister

© U PSTREAM A CADEMY Whenever possible, the feedback should be provided by an individual’s direct supervisor, coach or mentor. If the proper environment has been created in the firm, individuals will welcome constructive feedback. This broadens the scope of who can provide that feedback. W HO S HOULD G IVE T HE F EEDBACK ?

© U PSTREAM A CADEMY Use constructive feedback regularly to acknowledge good performance and correct poor performance. Regular feedback will open the door to personal improvement. Don’t wait until the annual review to discuss performance issues. F REQUENCY O F F EEDBACK

© U PSTREAM A CADEMY Remember that the focus of constructive feedback is to help the individual improve. We seldom can help others unless we are honest and sincere with them. One of the greatest services a leader can do for someone else is to provide constructive feedback.

© U PSTREAM A CADEMY  A CCEPTING C ONSTRUCTIVE F EEDBACK

© U PSTREAM A CADEMY The ability to accept constructive feedback from others is essential to continuous improvement. Accepting constructive feedback re- quires a sincere desire to get better, a willingness to change, and a high level of trust in the individual offering the feedback.

© U PSTREAM A CADEMY Because of past experience, lack of self- confidence, or other important reasons, some people find it very difficult to accept constructive feedback. Unfortunately, barring the door to helpful feedback regarding our performance also closes many other important doors.

© U PSTREAM A CADEMY H ELPING O THERS G IVE F EEDBACK Many individuals are challenged by giving constructive feedback. Doing the following things will help them. Ask for feedback Let the other person talk Use active listening skills Communicate an attitude of interest

© U PSTREAM A CADEMY H ELPING O THERS G IVE F EEDBACK Ask non- threatening questions Express appreciation for their help

© U PSTREAM A CADEMY Get yourself in the right frame of mind. Don’t forget this is about a better you. Unless you walked on water to get to where you are now, don’t always expect only positive feedback. A CCEPTING C ONSTRUCTIVE F EEDBACK

© U PSTREAM A CADEMY Assume the feedback is coming from people with good motives who are calling it exactly like they see it. Constructive feedback tells you where you are strong and where you can be stronger. A CCEPTING C ONSTRUCTIVE F EEDBACK

© U PSTREAM A CADEMY Assume the feedback you receive is accurate. Remember that real help starts with what you need to hear – rather than what you want to hear. A CCEPTING C ONSTRUCTIVE F EEDBACK

© U PSTREAM A CADEMY Never forget that knowledge is power. When you know what people think, you have the power to enhance or change their perceptions. Don’t defend yourself. It’s not an attack unless you choose to make it one. A CCEPTING C ONSTRUCTIVE F EEDBACK

© U PSTREAM A CADEMY Don’t dwell on the present (how people perceive you now). Understand it, learn from it, and move on. Focus your time, attention, and efforts on how you want to be seen in the future. Remember that no matter how good you are, you can always get better. A CCEPTING C ONSTRUCTIVE F EEDBACK

© U PSTREAM A CADEMY Appreciate the fact that others are giving you something very valuable and they’re taking somewhat of a risk to do it. Don’t forget to thank them. Decide what you will do to benefit from the feedback and set specific, detailed goals to make necessary changes. A CCEPTING C ONSTRUCTIVE F EEDBACK

© U PSTREAM A CADEMY  ELA P ARTICIPANTS A NSWER K EY Q UESTIONS

© U PSTREAM A CADEMY I have asked a number of ELA participants to respond to several questions regarding the importance of constructive feedback. Please know that response to these questions is not limited to those participants who have been contacted in advance.

© U PSTREAM A CADEMY What can we do to ensure we are receiving (and valuing) regular constructive feedback? Q UESTION

© U PSTREAM A CADEMY The tendency to hear what we want to hear can be a powerful force. What can we do to really listen for and hear feedback correctly? Q UESTION

© U PSTREAM A CADEMY What are the biggest barriers to providing constructive feedback and how can we overcome these barriers? Q UESTION

© U PSTREAM A CADEMY We often fail to give honest feedback for fear of offending or hurting someone. However, our failure to provide honest feedback may ultimately hurt them more. What can we do to give honest feedback? Q UESTION

© U PSTREAM A CADEMY Thank You!