1. July 9, 2011 Giving and receiving feedback By A.V. Vedpuriswar

2. What is feedback? Feedback is simply the sharing of observations about job performance or work-related behaviors. Feedback is not a judgment about another person. Feedback is meant to be an objective message about behavior and its consequences. Feedback is to recognize a job well done or to suggest how to improve performance. Feedback should encourage the recipient to learn, grow and change in a positive direction. 1

3. How feedback helps Awareness: We can improve our understanding of the impact of our own behavior and actions on others. Work process: We can get new perspectives on the ways we can get work done. Relationships: By listening and being open during feedback sessions, we can improve our relationships with team members. Results: We can achieve better results. 2

4. Feedback during Performance appraisal What needs to be achieved Contribution How it needs to be achieved Competency 3

5. Inherent Conflicts Manager - Judge - Coach Employee - Wants feedback - Senstitive to negative comments Manager vs Employee So feedback must be delinked from performance appraisal as far as possible. Feedback is best given in small doses through the year. 4

6. Steps in giving feedback Establish clarity on the work expectations and objectives Have all the necessary details. Begin in a positive way. Describe the behavior and its impact. Listen carefully to each response. Check for understanding Agree on next steps. 5

7. The S B I D Framework Situation Behaviour Impact Desirable behaviour 6

8. Approaches to giving feedback Tell and sell Tell and listen Problem solving 7

9. Avoiding pitfalls Do homework Have facts & figures at finger tips Recall Critical incidents Avoid general comments Avoid sweeping remarks Focus on behaviour Comment on specific situations 8

10. Tips for giving better feedback Reduce power distance Make it a two way process Separate development from appraisal Start with positive acknowledgement Come up with specific action plans Do not get emotional 9

11. Barriers to giving feedback Belief that feedback is negative and unhelpful. Feeling that the other person will not be able to take it. Thinking the relationship may get spoiled. In the past, the receiver didn’t change or was hostile to feedback. The feedback is just not worth the risk. 10

12. Steps for receiving feedback Visualise how you will receive the feedback. Stay open to the feedback given. Seek clarifications wherever appropriate. Say thank you to the person giving feedback. Reflect Identify what you can learn from the feedback. Set up an action plan with milestones and time lines. Be clear about what you believe you cannot accomplish. 11

13. Barriers to receiving feedback I have the urge to rationalize, since the criticism makes me uncomfortable. My self-worth will be diminished by suggestions for improvement. In the past, feedback was unhelpful or unjustified. 12

14. Overcoming the fear of feedback Recognise your responses and emotions. Get support. Reframe the feedback Break the task. 13

15. Useful Tips for receiving feedback. Listen actively. Paraphrase what you hear. Ask questions when you don’t understand. Be attentive to suggestions you can act on. 14

16. Responding to vague feedback Ask questions to clarify feedback. For example, “What specifically made my presentation ineffective?” Don’t let your frustration show. Keep your voice even and calm. Use appropriate body language. Persist politely until you have the details that you need. 15

17. Situation 1 Hari is a sales manager. His boss has told him that he is not sociable enough with his customers. The criticism has hurt Ravi badly. How should he respond? 16

18. Action Plan Introspect and Reflect Am I unsociable? Am I willing to change? Should I take up a new role? 17

19. Situation 2 Sheela has been told by her manager that her work is good. But her presentations are boring. Sheila accepts the feedback. How should she frame her development plan? 18

20. Action plan Work on content Improve delivery Understand the audience Work on the opening remarks Understand where to emphasise Think of stories to tell Observe other good speakers 19

21. Thank You