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Giving and Receiving Giving and Receiving FeedbackFeedback
Ann Marie O’Grady, B.Physio, MISCPAnn Marie O’Grady, B.Physio, MISCP
Physiotherapy Manager Physiotherapy Manager April 2007April 2007
DATHs CPD Group “Train the Trainers” Day DATHs CPD Group “Train the Trainers” Day
Acknowledgements• Personal Development Planning
Guidelines and Workbook - Office for Health Management
• Learning Styles Questionnaire – Honey and Mumford
Overview• Benefits of feedback• Learning/Learning Styles• Giving and Receiving Feedback• Difficult Situations/Things to Watch
Out For
Benefits of Feedback• Improves performance• Provides information and insights• Builds better working relationships• Promotes a more open working
environment• Increases job satisfaction
Learning • Learning from experience is fundamental• Need to supplement intuitive learning with
elements that are more conscious and deliberate
• People have different preferential ways of learning – this may impact on:– How they hear feedback– How people interact with each other
ActivistLike:– To think on their feet– Short sessions– Variety– Opportunity to initiate– To participate and have fun
ReflectorsLike:• To think before acting• Thorough preparation• To research and evaluate• To make decisions in their own time• To listen and observe
TheoristsLike: • Concepts and Models• To see the overall picture• To feel intellectually stretched• Structure and clear objectives• Logical presentation of ideas
PragmatistsLike: • To see relevance of their work• To gain practical advantage from
learning• Credible role models• Proven techniques• Activities to be real
Exercise
1. What feedback have you had that was useful – Why?
2. What was counterproductive – Why?
3. How did YOU react to receiving feedback – Why?
Receiving Feedback
• To be successful, receivers should feel that they can:– Volunteer their ideas and opinions– Discuss problems and express personal feelings
freely – Recognise their performance shortcomings– Discuss their job performance objectively– Accept suggestions and forward direction
Receiving Feedback
• Less likely to be effective if receivers feel:– Defensive– Hostile– Too self confident– Hesitant to air their complaints or discuss
problems openly– That they don’t want the feedback or aren’t
ready to receive it
Dos and Don’ts of Giving & Receiving Feedback
Do • Accept and clarify praise• Repeat positive behaviours• Accept and clarify
criticism• Suggest and identify ways
forward• Ask “What can I learn
from it?”• Ask “How can I use this
information?”
Don’t• Accept vague praise• Minimise or argue praise• Argue or contradict
criticism• Overreact emotionally• Belittle the feedback giver• Treat it as absolute truth
Exercise: Giving Feedback
• What situations/opportunities are there in your job to give feedback?
• Who should you give feedback to?
• When should you give feedback?
Giving Positive FeedbackDos• Be specific and
sincere• Give attention to
progress• Praise efforts and
achievements• Acknowledge
improvements in poor performance
Don’ts• Praise
vaguely/generally• Add “But”• Over praise• Patronise• Be begrudging
Feedback on Areas for Development
Dos• Ask first• Limit to a few points only• Discuss problems early• Confront the issue, not the
person• Identify consequences of
behaviour• Ask for ideas on how to address
problems• Use positive language• Ensure a two way process
Don’ts• Generalise e.g. “you’re always
late”• Be biased• Be judgemental, using words such
as “worst “ or “bad”• Focus on personality issues
Active Listening• Show interest • Don’t interrupt• Clarify and check understanding
• “Knowing what others have said and what they meant to say”
• “Leaving people comfortable that they have had their say”
Exercise• What situation(s) do you think might
be the most difficult for you to give or receive feedback in?
Things to Watch Out For• First impressions
• Halo effect
• Horn effect
• Comparing + contrasting
• Being overly lenient/harsh
Potentially Difficult Scenarios
• Quiet, unassertive• Under performer• High flyer• Overstater• Cynical• Emotional• Friend