Workbook - How to Give Effective Performance Feedback to Employees
How to give awesome, effective feedback
-
Upload
meryl-runion-rose -
Category
Business
-
view
2.090 -
download
0
description
Transcript of How to give awesome, effective feedback
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
There may be a hundred ways to get there, but turning into oncoming traffic isn’t one of them.
You made a wrong turn.
Turn right NOW
SpeakStrong and a GPS Guide to awesome, effective feedback
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Why is the GPS metaphor useful?
• It helps visualize the distinction between guiding and driving
• Your GPS is well-informed but fallible – just like us• We sometimes give our GPSes too much authority over
us• Everyone knows GPS feedback isn’t personal and yet
people still take it personally• GPSes need help to help• When we trust ourselves and our GPS, we feel freer to
explore and aspire
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
The limits to the metaphor are instructive, too
• We don’t expect a GPS to care, appreciate our brilliance or adapt when we’re having a really bad day. We like some of that from people.
• GPSes have a lot of data and little imagination
I’m sensing you need the scenic route today.
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Why did I invite my community to submit GPS phrases for sensitive people?
The exercise required imagination – just like great feedback does
The exercise required working with principles of good feedback in a playful way
The exercise was fun and funny. I loved the input
What would a sensitive GPS say?
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Why did I invite my community to rate and comment on the phrases?
For a shared experienceof what happens with feedback. For example:
– The contributions were light-hearted and creative– Rating is inherently left-brained which set the stage
for…– Comments on ratings with a very different tone from the
contributions
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Walking across the coals of feedback requires the right state of mind
Working WITH instead of playing gotcha AGAINST
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Some comments shifted the conversation from a creative,
imaginative state to:
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
The GPS Metaphor at its best:“You’re the driver and I navigate”
• I tell you what I see• I lay out options and
probable outcomes• I recalibrate when
necessary• I may SpeakStrong
about the effect and probable impact of your choices, but I respect your right to choose
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
GPSes know a lot but aren’t infallible
People who offer great feedback trust their knowledge and still listen to feedback.
In fact, they likely trust their knowledge BECAUSE they listen to feedback.
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
We sometimes give our GPSes too much authority over us
“You need to get a smarter GPS or think for yourself a little more.”
Who’s ultimately responsible for the results?
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Everyone knows GPS feedback isn’t personal and yet people still take it personally
I’d love to go that way, but my GPS lady will yell at me if I do.
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
GPSes need help to help
• Keep them updated• Learn how they
communicate and how they work
• Express our routing and communication preferences
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
When we trust ourselves and our GPS we’re freer to explore and aspire
I’d love to go that way, and my GPS lady
will help me do it.
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
The qualities of the contributions and the qualities of great feedback*
Prioritizes1. With me, it's not the journey that matters but the destination.
13. The question is …does your choice of track take you in the direction you want to go?
Encourages1. You go girl!
15. It is great how self-sufficient you are. I’ll follow your lead. *I’m not suggesting these examples are perfect. I am suggesting the demonstrate a quality or some qualities of effective feedback.
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Contribution and feedback qualities
Joining3. …we'll get through this together.
14. Oops! We made a wrong turn.
Discerning4. You made a mistake but you’re not a mistake.
24. You may have made a bad turn, but that doesn't make you a bad person.
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Contribution and feedback qualities
Adaptive9. Great, let's take this route instead. You can... 10. You just discovered a new way to get there.
Offers perspective 5. Five years from now this will not matter.
21. It's just a missed turn. It's not failure, it's feedback.
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Contribution and feedback qualities
Playful and positive17. You are one wrong turn closer to a right one.
26. Two wrongs don’t make a right, but three lefts do!
Process-oriented23. I like the way this is unfolding – even though it wasn’t in the plan.
27. Everything teaches you something. What are you learning from your wrong turn?
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Contribution and feedback qualities
Affirms the positive quality behind the error29. Innovators rarely do what they're told!
Acknowledges the potential “GPS” error20. I'm sorry. Perhaps I wasn't clear. You were supposed to turn back there.
Feeds forward31. Ah Ha! I see you are taking the Super-Ultra Route! I will re-route us based on your turns.
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Contribution and feedback qualities
Addresses roles11. You're the driver and there are many different ways to get to the same destination.
19. Wow. I never thought about getting there this way. Would you prefer I reroute you, or get you back on the previous route?
Addresses stress response to error25. Calm down, take a deep breath and let's try this again.
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Prepare to offer feedback
1. Create the right state. Center and ground. Know and choose where you’re coming from– When someone pushes on you, what do you
want to do? Push back! Don’t GIVE feedback, offer it.
– Think: “This isn’t about me. It’s about helping them see themselves, their choices and options”
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Adopt a mindset of appreciation
“No one cares how much you know until they know how much you care”
Teddy Roosevelt
“Regarding giving effective feedback, being in a genuinely Loving space is hugely valuable for both giver and receiver…. When Love is, in fact, present for us these qualities are spontaneously there and flow out of their own, no effort required. Teaching people to get in touch with *THAT*... hmm... there's a worthy challenge.”
Bill Constantino
“If our Emotional Bank Account is high, credibility is no longer an issue.” Stephen Covey
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Prepare to offer feedback
2. Know the person you’re offering feedback to
– What do they want to achieve? – What is their learning style? – How much input can they handle? – What is it like to be them at this moment?
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Use your imagination to put yourself in their shoes
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
• Short• Specific• Targeted • Solution-oriented• Sincerely say what you mean• Personal• Gracious • Consistent• Joining• Humble
• Wordy• Vague• Random• Problem-oriented• Brutally honest• Clinical, impersonal • Condemning• Problem-focused• Judging • Arrogant, teachy preachy
Are Avoid being
3. Prepare phrases that…
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Phrase checklist
Factual, informative and true Aligned, and resonant Useful, forward focused
HeadHeartWill
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
George Davidson School: “Whenever deposits were made, hearts were added to the bulletin board. But when withdrawals were
made, hearts were removed.”
Deposits Withdrawals
Kindness and courtesy Unkindness and discourtesy
Keeping promises Breaking Promises
Clarifying and Honoring Expectations
Violating Expectations
Loyalty to the absent Disloyalty/Duplicity
Making apologies Pride, Conceit, Arrogance
Clear Expectations Unclear Expectations
Accepting Responsibility Blaming Others
Seeking First to understand Seeking First to be understood
Honesty and openness Manipulation
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Feedback is as strong as it needs to be and no stronger
Feedback is as long as it needs to be and no longer
SpeakStrong Principles
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
4. SpeakStrong:
Say what you mean and mean what you say without being
mean when you say it
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
There may be a hundred ways to get there, but turning into oncoming traffic isn’t one of them.
You made a wrong turn.
Turn right NOW
Be sensitive but don’t pander
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Cookie and the Cocoa Puffs:
• Limit: 3• Slow down to
speed up• Don’t think you’re
playing catch when they’re playing dodge ball
• Don’t make them drink from a fire hose
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Which way are you feeding it?
• Back? Be a mirror– What do you
mirror?
• Forward? Be a guide, scout and resource
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
5. Listen to their feedback about your feedback and adjust
If the student hasn’t learned, the teacher hasn’t taught
Resistance to feedback is feedback
Everything says something
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Some feedback/feed-forward phrases
• What kind of input would you like from me?• If it were me…• From where I sit…• Here’s where we are now. Moving forward I picture…• Here’s the effect. Is that your intention?• Here’s something I’d like to see you try and see how it
works.• From the angle of (example: a word person) I’d like to
hear you (recommendation).
Meryl Runion Rose, Chief Iteration Officer, SpeakStrong Please share freely with credit.
Remember:
• Feedback is a gift we offer• Everything tells you something, and
everything you do communicates • The best feedback feeds forward• Talk more about what you desire to create
than what you desire to eliminate