1. Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change This material (Comp17_Unit6) was developed by Johns Hopkins University, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000013.

2. Articulating Feedback and Feedforward: Tracking Success and Change Learning Objectives Develop skills for clear communication and understanding of others. Provide appropriate feedback to others. Develop and deliver appropriate feedforward. Communicate in ways that help promote positive change for your team. 2 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

3. Communicating for Results Active listening Assertive communication Strong “I” statements 3 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

4. Hearing What Is Being Said Active listening—it is WORK –50% or less “sticks” Why? –Poor listening –Poor presenting Strategies –Repeating –Acknowledging –Encouraging 4 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

5. Be an Active Listener There are five key points to active listening: Pay attention Show that you are listening Clarify what you heard Defer judgment Respond appropriately 5 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

6. Pay Attention Look at the speaker directly. Put aside distracting thoughts. Don’t mentally prepare a rebuttal! Avoid being distracted by environmental factors. “Listen” to the speaker’s body language. Refrain from side conversations when listening in a group setting. 6 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

7. Show That You Are Listening Nod occasionally. Smile and use other facial expressions. Note your posture and make sure it is open and inviting. Encourage the speaker to continue with small verbal comments like yes, and uh huh. 7 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

8. Clarify What You Heard Reflect what has been said by paraphrasing. “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back. Ask questions to clarify certain points. “What do you mean when you say…”, “Is this what you mean?” Summarize the speaker’s comments periodically. 8 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

9. Defer Judgment Allow the speaker to finish. Don’t interrupt with counter-arguments. 9 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

10. Respond Appropriately Be candid, open, and honest in your response. Assert your opinions respectfully. Treat the other person as he or she would want to be treated. 10 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

11. Key Points—Active Listening Concentration and determination Be deliberate Remind yourself constantly No time like the present 11 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

12. Assertive Communication 12 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

13. Why Use Assertive Communication? 13 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

14. Advantages of Assertive Communication It helps us feel good about ourselves and others on the team. It leads to the development of mutual respect. It increases our self-esteem. It helps us achieve our goals. It minimizes hurting and alienating other people. It reduces anxiety. It protects us from being taken advantage of by others. It enables us to make decisions and free choices in life. It enables us to express a wide range of feelings and thoughts. 14 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

15. Elements of Assertive Communication Eye contact Body posture Gestures Voice Timing Content 15 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

16. Assertive Communication: The Importance of “I” Statements “I feel that your interruptions make it difficult for me to fully express my thought.” Focus on your personal feelings Offer a perspective Illustrates or demonstrates a cause and effect –Stick with how it effects you Non accusatory and non-judgmental 16 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

17. Strong “I” Statements: Three Specific Elements Behavior Feeling Tangible effect (consequence to you) “I feel that your interruptions make it difficult for me to fully express my thought.” 17 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

18. Providing Feedback Constructive feedback versus praise and criticism Stick with the former Information specific, issue focused, based on observations –Can be positive or negative in nature 18 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

19. Effective Feedback in Teams/Workplace Essential part of company culture and organizational effectiveness. Method of delivery—can make or break Confusion, poor morale, and misunderstanding— consequences of bad messaging Three points for effective feedback: Timely Focused on the issue at hand, and only the issue at hand Feedback is a two-way street 19 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

20. Acceptance of Feedback 20 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

21. Feedforward Changing the past is impossible, changing the future is not. Proving people to be wrong is less effective than helping them to be right in the first place. Feedforward brings out success in people. Response from anyone who knows about the task Keep it objective, not personal. Easier, less incendiary than feedback Be the helpful person along the path. 21 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

22. Try Feedforward Instead of Feedback An essential skill for leaders Traditionally, critiques flow from top to bottom Focused on the past & not the future Turn the tables – make the experience fun instead of like a root canal 22 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

23. Articulating Feedback and Feedforward: Tracking Success and Change Summary Develop skills for clear communication and understanding of others. Provide appropriate feedback to others. Develop and deliver appropriate feedforward. Communicate in ways that help promote positive change for your team. 23 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

24. Articulating Feedback and Feedforward: Tracking Success and Change References References Hopkins, Lee. Assertive Communication:6 Tips for Effective Use. Available: http://ezinearticles.com/?Assertive- Communication---6-Tips-For-Effective-Use&id=10259http://ezinearticles.com/?Assertive- Communication---6-Tips-For-Effective-Use&id=10259 Mindtools Active Listening: Hear What People Are Saying. Available: http://www.mindtools.com/CommSkll/ActiveListening.htm http://www.mindtools.com/CommSkll/ActiveListening.htm Schaming, Rachel Masterful Listening Skills for You and Me Available at :http://www.noomii.com/articles/85- masterful-listening-skills-for-you-and-mehttp://www.noomii.com/articles/85- masterful-listening-skills-for-you-and-me Taffinder P. Leadership Crash Course. (2007). Available from: http://www.leadershipcrashcourse.com/cc_seventypes.html http://www.leadershipcrashcourse.com/cc_seventypes.html Trans4Mind. Assertive Communication. Available :http://www.trans4mind.com/explore/communication/Assertive- communication--what-is-it-andwhy- use-it.htmlhttp://www.trans4mind.com/explore/communication/Assertive- communication--what-is-it-andwhy- use-it.html 24 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change

25. Articulating Feedback and Feedforward: Tracking Success and Change References Images Slide 3: Water Spirit with a Seashell. Image courtesy of France in Photos. CC BY NC_ND 2.0. Available from: http://www.offrench.net/photos/gallery-5_photo-479.php http://www.offrench.net/photos/gallery-5_photo-479.php Slide 12: "Communication" by DailyPic (Joan M. Mas), under a Creative Commons license on flickr.Available from: http://www.flickr.com/photos/dailypic/1459055735/http://www.flickr.com/photos/dailypic/1459055735/ Slide 13: Assertive Communication. FredArmitage/flickr. Reproduced here under a Creative Commons Attribution- Non-Commercial-No Derivative Works 2.0 Generic license. Available from: http://www.infed.org/groupwork/what_is_a_group.htm#cite http://www.infed.org/groupwork/what_is_a_group.htm#cite Slide 20: Johari Window. Courtesy of: Wikimedia Commons: Simon Sheck. Available from: http://en.wikipedia.org/wiki/File:Johari_Window.PNG http://en.wikipedia.org/wiki/File:Johari_Window.PNG 25 Health IT Workforce Curriculum Version 3.0/Spring 2012 Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change