1. © U PSTREAM A CADEMY 2010 1 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

2. © U PSTREAM A CADEMY 2010 2 “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

3. © U PSTREAM A CADEMY 2010 3 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

4. © U PSTREAM A CADEMY 2010 4 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

5. © U PSTREAM A CADEMY 2010 5  W HAT I S C ONSTRUCTIVE F EEDBACK A ND W HY I S I T S O H ELPFUL ?

6. © U PSTREAM A CADEMY 2010 6 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 ?

7. © U PSTREAM A CADEMY 2010 7 There are two types of constructive feedback: Positive feedback – focused on an effort well done Negative feedback – focused on an effort that needs improvement

8. © U PSTREAM A CADEMY 2010 8 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

9. © U PSTREAM A CADEMY 2010 9 “The absolute worst way to get someone to acknowledge and correct a weakness is to criticize them.” David H. Maister

10. © U PSTREAM A CADEMY 2010 10 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 ?

11. © U PSTREAM A CADEMY 2010 11 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

12. © U PSTREAM A CADEMY 2010 12 W HY C ONSTRUCTIVE F EEDBACK? strengthens the individual and the firm keeps us on a path of continuous improvement

13. © U PSTREAM A CADEMY 2010 13  G IVING C ONSTRUCTIVE F EEDBACK

14. © U PSTREAM A CADEMY 2010 14 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.

15. © U PSTREAM A CADEMY 2010 15 1.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 ?

16. © U PSTREAM A CADEMY 2010 16 3.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 ?

17. © U PSTREAM A CADEMY 2010 17 1.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 ?

18. © U PSTREAM A CADEMY 2010 18 3.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 ?

19. © U PSTREAM A CADEMY 2010 19 6.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 ?

20. © U PSTREAM A CADEMY 2010 20 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 ?

21. © U PSTREAM A CADEMY 2010 21 “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

22. © U PSTREAM A CADEMY 2010 22 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 ?

23. © U PSTREAM A CADEMY 2010 23 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

24. © U PSTREAM A CADEMY 2010 24 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.

25. © U PSTREAM A CADEMY 2010 25  A CCEPTING C ONSTRUCTIVE F EEDBACK

26. © U PSTREAM A CADEMY 2010 26 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.

27. © U PSTREAM A CADEMY 2010 27 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.

28. © U PSTREAM A CADEMY 2010 28 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

29. © U PSTREAM A CADEMY 2010 29 H ELPING O THERS G IVE F EEDBACK Ask non- threatening questions Express appreciation for their help

30. © U PSTREAM A CADEMY 2010 30 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

31. © U PSTREAM A CADEMY 2010 31 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

32. © U PSTREAM A CADEMY 2010 32 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

33. © U PSTREAM A CADEMY 2010 33 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

34. © U PSTREAM A CADEMY 2010 34 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

35. © U PSTREAM A CADEMY 2010 35 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

36. © U PSTREAM A CADEMY 2010 36  ELA P ARTICIPANTS A NSWER K EY Q UESTIONS

37. © U PSTREAM A CADEMY 2010 37 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.

38. © U PSTREAM A CADEMY 2010 38 What can we do to ensure we are receiving (and valuing) regular constructive feedback? Q UESTION

39. © U PSTREAM A CADEMY 2010 39 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

40. © U PSTREAM A CADEMY 2010 40 What are the biggest barriers to providing constructive feedback and how can we overcome these barriers? Q UESTION

41. © U PSTREAM A CADEMY 2010 41 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

42. © U PSTREAM A CADEMY 2010 42 Thank You! tbartz@azworld.com