1. Giving Receiving Feedback Core Skills Academy

2. 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.

3. 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.

4. Receiving Feedback As 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.

5. 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…..

6. 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…

7. Receiving Feedback (cont.) ❑ Did you listen and try to learn as much as you could? ❑ Did you ask questions to define the information?

8. Receiving Feedback (cont.) Getting the most out of receiving feedback for your on-the –job performance requires specific listening steps.

9. 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

10. 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

11. 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.

12. Giving Feedback There are two kinds of feedback we provide : Job Performance Competency Work-Related Behaviors Task Performance

13. 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.

14. 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

15. 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

16. 6 Steps For Giving Effective Feedback 1) Describe the specific behavior or performance you want to redirect 2) Listen to the reaction of your feedback 3) Explain effect behavior/performance has on organization 4) Help feedback recipient acknowledge that a problem exists and take responsibility 5) Develop plan that helps receiver of feedback adjust to his/her actions 6) Thank feedback recipient for his/her efforts

17. Take Aways for Giving /Receiving Feedback… ❑ What are key points to remember when receiving feedback? ❑ What are key points to remember when giving feedback?

18. 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