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11/20/15
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Give and Take: Attract and Retain “Optimal" Employees through Feedback
By: Suzyn Skaggs BarrientosNov. 17th 2015
My Background: v Fortune 500 and 100 companies and Small to Med Businesses v 17 years Business Consultant in Workforce Development, Sales,
Business, and Education v Performance Consultant for high tech, health care, recreation,
financial, creative, government agencies, and hospitality industry, v Help companies reach their numbers/goals through developing
their people. (Ex: Business Strategy, Leadership, Team Building, and Executive coaching)
v Live in Austin – (My husband, 2 kids and 3 furry kids) v Hobbies Outdoor-‐ Became an athlete in 2009, completed a full
Ironman in 2010-‐ Just started Goju Kenpo a mixed martial arts
Facilitator Bio
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State Agencies undergoing tremendous change -‐ Leadership with great wisdom are retiring -‐ Filling Leadership Gap Challenges-‐ Attracting New Generations -‐ Smaller Budgets and Bigger Goals -‐ Direction is foggy or sometimes very unclear -‐ Can’t go back to what you used to do
Give & Take Feedback
Give & Take Feedback
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Give & Take Feedback
1. Why Feedback Works and is Needed for everyone
2. Leverage the Key drivers for Workforce Buy-‐in and Embracing feedback
3. Provide actionable and timely feedback with diplomacy and respect
4. Create a feedback roadmap for your team/organization
Today’s Agenda
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Why Team Development
Harvard Business Review says:The goal of coaching/feedback is the goal of good management: to make the most of an organization’s valuable resources
Give and Take Feedback What I have learned through feedback ?
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We all Need Feedback
Millennials (1981 to 2000) Sourced by Jeremy Boudinet
• The result: We have no reason to trust institutions, and that goes for employers as well.
• Parents groomed them with heavy emphasis on structure and measuring systems –constant coaching and feedback
• Obsessed in how they are performing spent years being bombarded with constant negative media coverage and daily self-‐promotional social media updates from friends and acquaintances
They: • Crave positive reinforcement and want validate they continually serve the
organization • First to give feedback themselves even though they are not skilled at it • In the absence of feedback they will think everything is okay
Millennials and Feedback
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Baby Boomers (1946 to 1964) want• Public Recognition
• High Need for Control – effective fbhelps feel more in control
• Need for Growth – constructive feedback should be approach as growth opportunity
• Without feedback – they will still be looking interpret behavioral signs usually negatively
Everyone Else and Feedback
Generation X (1965 to 1980)• Gen-‐Xers are motivated more by how their actions contribute
to the organization’s success.
• Feedback should include how their individual progress impacts the company and its achievements.
• Gen-‐Xers also desire ongoing recognition from their boss
• 1st Generation to outwardly want feedback
• If they don’t get feedback they will interpret actions negatively and will look for other opportunities
Everyone Else and Feedback
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In Summary: • All Generations want Positive Reinforcement • Gen X and Millennialswant both positveand negative• Baby Boomers will take negative as long as it is the context
as growth • Baby Boomers and Gen X, If they don’t get feedback, they
will think they are, will interpret actions as negative most likely
• Millennialswill give feedback and will need to constantly validate their value to the organization
Sourced by Holly Green – “How to give 4 generations feedback” Forbes
Give & Take Feedback
#1 Exercise• Introduce yourself, • What you do currently at your job• What you want to be doing at your job
Give & Take Feedback
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#2 ExerciseTalk about a time in your life where you had to overcome some challenges (growing up)
Give & Take Feedback
How did that make you feel? Uncomfortable, Frustrated, Mad, . ..• No Context• No Skin in the game • Doesn’t know you How does this happen at work?
Give & Take Feedback
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Mindset: Everyone has a valid perspective
Coaching and Feedback
“Must Haves” for Feedback System• Buy In – Know about it • Shared Goals with Clear Measurement • Context – Know your people, visit them often• Feedback Loop system 1x every 2 weeks,
Customer feedback, AND
Key Drivers for Workforce Buy-‐in
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“Must Haves” for Feedback System
Establishing a Feedback Organization
Provide actionable and timely feedback with
diplomacy and respect
Give & Take Feedback
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Positive Feedback:95% of Managers Underfeed • Power of Behavior Change through Positive feedback HUGE -‐
• Catching them doing the right thing• Works on Self-‐Esteem • Be specific Tell them what they are doing right • Use 3x as much to correct behavior
Give and Take Feedback
Corrective Feedback:• Best if know their backyard • Talk only about specific behavior • Talk to them in private • Point out a time that they do this right if you
need more frequency • Ask them for their own plan on how to correct it
Give and Take Feedback
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OFNR Method for Corrective Behavior Change1. OBSERVATION2. FEELINGS3. NEEDS4. REQUEST*Source Marshall Rosenberg “Nonviolent Communications”Alice Dendinger – Alice Alliance Group
Providing Feedback
Observation – Exactly how do you see the situation• Observations contain no inferences about other ’s
motives, feelings or thoughts. No diagnose.
He did not reply to my email.(observable behavior)
Vs.He is ignoring me.
(judgment)
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ExactlyWhat Did You Observe? • “When I see you come late to meetings….• “When I hear you say I am unfair……• “When you tell me you can’t get the information right
away….Not…..“When you sneak into the meeting late…..“When you fly off the handle…“When you yell and get in my face…“When you lie about the situation…..
Give & Take Feedback
What are you feeling?Identify your actual feelings
• Feelings are the heart of every interaction.• If people did not have strong feelings about something, they wouldn’t get “care.”
• Expressing your feelings can be vulnerable which can create a culture of trust
Give & Take Feedback
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Give & Take Feedback
Express Your Needs• What did you need that you did not get.• What does the team need in order to meet the goals of the group?
Give & Take Feedback
Make the Request..• “Would you be willing to sit down and discuss your concerns?”
• “Would you be able to make time today at 3:00 pm to talk with me further.”
• Not…“Sit down and listen to me.”“Meet me in my office at 3:00 pm.”
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Make a OFNR
“When I hear you on the phone with a personal phone call, I feel frustrated because I have a need to accomplish our tasks and need your support. Would you be willing to limit your personal phone calls to three minutes or make them on your lunch break.”
Make a OFNRA. Observation: When you do XB. Feel and Need: I feel X because I have a Need of
X__ or the Team has need goal of XC. I need your support. D. Request: Would you be willing to X
Feelings :Aggravated Agitated AngryAnnoyed Bewildered BitterConcerned Confused Disappointed Discouraged Fearful Frustrated• Uncomfortable Worried
Universal Needs:Respect EmpowermentSupport AcknowledgementTrust To give input•Direct Communication Sense of Belonging•Feeling of Security To Manage Stress•To be Heard Peaceful Environment•To Contribute To Celebrate
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Create a Feedback Roadmap for your Team/Organization
Give & Take Feedback
Develop Shared Objectives for People-‐ (Create SMART Goals)
a) Know Thy People-‐ interest, personal goals, strengths, needs, etc.
b) Create 6-‐9 mos Objectives -‐Envision their Success
c) Create Shared SMART Goals and Milestones (Specific, Measurable, Actionable, Realistic, Timely)
Roadmap of Feedback
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Remember the Golden Rules • Feedback System in time • Positive Reinforcement goes farther HBR study• #1 Principal in Attracting and Retaining Employees with Feedback is . . . . .
Give & Take Feedback
#1 Principal in Retaining Optimal Employees and Attracting new Optimal ones is . . . .
Give & Take Feedback
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Establishing a Feedback Org
Thank you!
Suzyn Skaggs Barrientos Suzyn@Solara-‐Performance.comwww.solara-‐performance.comLead the Race you Started!
Build Systems of Mentoring and Feedback
Give & Take Feedback