Performance FeedbackPerformance Feedback

One Minute ManagerOne Minute Manager

Agenda Agenda1st Part (90min)One Minute Manager

– One Minute Goal Setting– One Minute Praise– One Minute Redirects– Apprentice: Evaluation

2nd Part (30min)Receiving Feedback

3rd Part (60min)Building Relationship

– Show compassion– Develop Network– Share Knowledge

Know your Colleagues Know your Colleagues Name Birth place Favorite Food Hobbies (2) Mobile Phone

10 Minutes

Background Background 10 Years in Human Resource Development &

Organization Dev

US Hard Disk Manufacturing in Penang(2500 employees) US Fortune 500 Recruitment Agency, KL Malaysian Major Retail Company, KL (4000 employees)

M.A. from University Malaya with Fellowship (Full Time Scholarship) from Malaysian Government (Sociology, Management and Literature)

4 to 5 years in Sales and MarketingBanking, Engineering, Trading & Project Investment

Specialized in Training, Learning Org, Work Process Improvement, Org Dev, Self Managed Team and Facilitation

Ground Rules Ground Rules One Person Talk at a time Ask questions Freedom of movement Sleeping is allowed Mobile Phone on silence mode

Note Note Learning Points Action Plan

Building RelationshipBuilding Relationship

Compassion. Network. Knowledge Compassion. Network. Knowledge

OMM OMM

OMM

EBA

Relationship Building Relationship Building Emotion Bank Account

Emotional and analytical zone

Emotion

Emotion Zone

Analysis Zone

Feel Good Feel Good Must make people to have “good

feelings” about you Concept of “Emotional Bank Account” Three Minute Manager needs

emotional attachment to smoothen the process

Tim Sanders Tim Sanders Three ways to build relationship

(Tim Sanders of Yahoo):

“Love is the Killer App”

Compassion

Knowledge

Network

CompassionCompassion

the human ability to reach out with warmth

SUPPORT & LISTEN

the human ability to reach out with warmth

SUPPORT & LISTEN

1. Help Unconditionally 1. Help Unconditionally Helping others is the way to shape

cooperative environment Wal Mart: Drop your work to support

your colleagues The power of “How can I help?”

WIIFM? WIIFM? Build Network Create Joyful environment Lower resignation rate Create a pleasant experience

2. Listen 2. ListenB. Listening with Compassion

- Listen with intend to understand

- Listen with intent to respond

- rephrase the story

- Interested in them

Tips Tips- Ask – 5W1H

-“Can u tell me more?”

- Pace of speaking

- Imitate their body language

- Focus on their words, body language

Exercise Exercise Hobbies

NetworkNetwork

your entire web of relationships

MATCH PEOPLE

your entire web of relationships

MATCH PEOPLE

Network – Informal Influence Network – Informal Influence

Social resource to build network for employees

Calls to PM Calls to PM How many calls you need to make to

reach Prime Minister?

Process ProcessBusiness/Work Match

Collection Connecting Dissappearing

Collection Collection 1 Prepare yourself – store your card 2. SWAP cards 3. organize card 4. Input data (outlook) 5. Follow Up (send email/phone)

Connecting Connecting Tune your receiver

what they want vs what they need Arrange to meet

Disappearing Disappearing No commission

Circles Circles

Circle of Influence

Circle of Concerns

Change Agent Change Agent "Be the change you wish to see in the

world." “ My life is my message." Mahatma

Gandhi, 1869-1948

WIIFM WIIFM Create trust Enlarge your network To feel useful They listen to you because you have

helped them Reputation

KnowledgeKnowledge

everything you have learned and everything you continue to learn

READ & SHARE

everything you have learned and everything you continue to learn

READ & SHARE

Learn faster Learn faster Our only competitive edge is to learn

faster than our competitor

Capture Capture Build relationships through knowledge

sharing(MBA & Doctor)

Knowledge is social currency for easy conversation (boring or interesting)

Capture in many forms:Internet, Blog, Books, Podcast, Interview, TV, Magazine

Encoding: digest knowldge Encoding: digest knowldge Read for future application Master the reading and learning skills Books are the cheapest form Outline, Org Structure, Index, Browse

Application Application At work Support colleagues

Info Info What information you want to have? How many books are you planning to

read this year?

Concluding Chapter Concluding ChapterThree ways to build emotional

and trust:

Compassion

Network

Knowledge

When you apply OMM, they listen

OMM OMM Pfizer adopt the

OMM worldwide Regional Direction Major Part of

Performance Management

Global Talent Management

Concept originated by Ken Blanchard

Leadership Series Leadership Series One Minute Manager Situational

Leadership II Eight Steps

Coaching

Target Audience Target AudienceNot only for managers

Yourself Employees Family

Performance Management Performance Management

Performance Planning

Coaching and Feedback

Performance Evaluation

OMM

SL II

8 ST

One Minute Goal One Minute Goal Goal Setting Machine Boundary: empty car park Agreement: flicker minded SMART

Steps Steps Establish goals with employees Get both party agreed specifically Check the progress periodically Ask them to do self appraisal:

“things do well”

“things need to improve” Offer help, guidance and ideas

(optional)

SMART SMART Specific & SituationalSpecific & Situational Measurable & MotivatingMeasurable & Motivating Action-oriented & AlignedAction-oriented & Aligned Realistic & RelevantRealistic & Relevant Time-bound & Track ableTime-bound & Track able

Identify Goals Identify Goals Your own career goals Your own personal goals Subordinate goals Family goals

General Specific

Exercise Exercise Write down your

own general goals Write down two

general and specific goals in each category

Goal(general)

Detail(specific)

Date(Deadline)

Own

Colleagues

Personal Life

Applications Applications Brainstorm how the goal setting can

be used in each of the category Your own work? Your employees? Your personal life?

Application Application Self

– monthly review– weekly self reflection– constant reminder– Paste everywhere?– Spend a minute read about your goals

Employees– Follow up– Day to day– Performance review

Family– Coaching– Chit chat

At Work At Work Don’t policing your employees Work is not progress linear Yes….But Assign more work (performance

punishment) Criticizing mercilessly

Meeting F2F Meeting F2F Bring it up in weekly face to face

meeting “How are you doing in this area?” “Anything I can help in this area?” “Done anything special?”

Role Play Role Play Create a scenario Using OM Goals Feedback

Further Action Further Action

Encourage them to do more of the same behaviors

One Minute PraiseOne Minute Praise

Recognizing AchievementRecognizing Achievement

Human Potential Human Potential "If we are going to bring out the

human potential at its best, we must first believe in its existence and its presence."

Viktor Frankl, 1905-1997

Focus on Strengths Focus on Strengths

"The task of leadership is to create an alignment of strengths, making weaknesses irrelevant."

Peter Drucker,

The Father of Modern Management, 1910-2005

People will do what you are rewarding them toPeople will do what you are rewarding them to

Why? Why? Recognition

(human psychology needs) Appreciation

(feel valued; not taken for granted) Encourage positive behaviors

(People do what you are rewarding them to)

Maslow Hierarchy of Needs Maslow Hierarchy of Needs

Basic needs– Physiological needs - food, water– Safety needs

Psychological needs– Need for love and belongingness– Need for esteem - success and

status Self-Actualization

– Realizing one's potential, self-fulfillment, understanding, insight.

Attitudes Attitudes Think well of

yourself

Think well of others

Best

Sunflower

Improve

Dark Cloud

You can choose You can choose You can choose your sun glasses Yellow or Black Yellow = Optimistic Black = Negative Think of one of your good friend

Black sunglasses Yellow sunglasses

Food for Thought Food for Thought Thinking about the one thing

that will make the morning sun a little brighter

Star Buck/ Bugis Junction

One Minute Praise One Minute Praise Get their attention Be specific - sincere Impact to you or othersImpact to you or others Eyes contact – facial expressionEyes contact – facial expression PraisePraise Stop. Let them respondStop. Let them respond Reinforce the behaviorReinforce the behavior Thank the personThank the person

Flashback Flashback How have you applied OM Praise to

yourself in the past? Give your own example

How have you applied OM Praise to yourself in the past ? Give your own example

How have you applied OM Praise to your family in the past? Give your own example

Future Future How to apply OM Praise to yourself in

future? Give your own example

How to apply OM Praise to others in future ? Give your own example

How to apply OM Praise to your family in future? Give your own example

Future Application: Now Future Application: NowTarget Detail

(Incident)

Sentence(Deadline)

Own

Colleagues

Family

One Minute RedirectsOne Minute Redirects

Performance ImprovementPerformance Improvement

Off TrackRedirect

Right Track

Traffic Flow

Redirects Redirects Performance lapse Work not up to expectation Procrastinate report Scold people for no reasons Politicking Take company property Over claims Negative attitudes

Redirects Redirects Personal: Self evaluation

“how can I do better?”

“have I achieved the target?” Employees

“how can you do better?”

“how can I help?” Family

“Any problems?”

“Want some helps?”

It won’t happen often if you It won’t happen often if you Sit down with them in PLANNING

stage FOLLOW UP with them in the middle

of the project or task Provide them TRAINING before the

task DELEGATE properly – resources,

expectation, timeline, authority, methods

Utilize their STRENGHT

Talk and Share Talk and Share

COMMUNICATION

SESSION

Redirects Redirects

Gentle but firm no need to shout or show sour face”

Never do it in the public

When your mood is good

No personal attack “ you are so lazy”

Redirects Redirects No right or wrong Focus on effectiveness

(less time/people/cost) Focus on objective

Old Methods Old Methods

Scold Revenge: bad

increment Sour face Cold storage Ignore Beat/slap

Methods Methods Self Appraisal

– refer to the agreement (OM Goal)– “What went right?– “What could be improved?”

Methods MethodsSuggestion

- Propose the employees some

suggestions- “Would you like to try doing this…|

because. What do you think?

Methods” Methods” Fact Finding

Do your homework (data)Do your homework (data)

* tell the person what they did* tell the person what they did not effective “ I observe….” not effective “ I observe….”• tell the person how you feeltell the person how you feel

and how it affect your work (surprise, and how it affect your work (surprise, disappointed, strange)disappointed, strange)“I feel…because….”“I feel…because….”

* pause (for them to explain)* pause (for them to explain)• Propose an action plan “What would Propose an action plan “What would

you do if same thing happens again?” you do if same thing happens again?” “Would you like to ….?”“Would you like to ….?”

Methods MethodsAffirmationAffirmation• Affirm person’s past performance in Affirm person’s past performance in

this area this area • State the problemState the problem• Ask if help neededAsk if help needed

“how can I help”“how can I help”• Seek for solution Seek for solution

Sharing of other methods Sharing of other methods

Sharing

Taboo TabooDon’t…..Don’t…..

Attack personallyAttack personally

Store up your redirectsStore up your redirects

ThreatenThreaten

Redirect in publicRedirect in public

Redirect a learnerRedirect a learner

Role Play Role Play Remember incident you have to do a

“redirect”. Role Play Observer: give the person feedback

Summary Summary One Minute Goals

What is my goals One Minute Praise

What have I/you done well? One Minute Redirects

What areas I/you need to improve?

Receiving Feedback Receiving Feedback

Self ImprovementSelf Improvement

RISKYBUSINESS

Redirects

Motive must be right Motive must be right

CARE

Care and Risk Care and Risk Body Odor Bad Breath Stinky Stocking

Ratio of Feedback Ratio of Feedback

10%

LogicLogic

Thank the Person

General Reaction General Reaction

ANGRY Embarrass

Emotional and analytical zone

Emotion

Emotion Zone

Analysis Zone

USE QUESTIONS TO REDIRECT THE MIND

Fire Fire

Panic

High Stress

Ask Questions

Experience Experience Share with us your experience of

receiving feedback?

Discuss with the group

Tips Tips 1. Welcome Feedback

2. Don’t Justify; Just LISTEN

3. Ask for detail 5W1H

Tips Tips5. Ask for Guidance

Can you give me some tips how to do it better?

6. Appreciation

Thank you

Question Question

If you receive feedback openly, what would they think of you?

Role Play Role PlayEXERCISE: Role Play Stocking Body Odor Late Procrastinate

SUMMARYSUMMARY

One Minute Manager

Building Relationship

Receive Feedback

One Minute Manager

Building Relationship

Receive Feedback

SharingSharing

New/Good

Application

New/Good

Application

Common Common Common Sense ≠ Common Practice Our challenge is to adopt new

practice