ONLINE CLASS MATERIAL
SUBJECT : INFORMATION TECHNOLOGY
CLASS-XTH
Part – A (Employability Skills)
Unit – 1 (Communication Skill)
Session – 4 (Communication Cycle and Importance of Feedback)
Feedback is an important part of the communication
cycle. For effective communication, it is important that
the sender receives an acknowledgement from the
receiver about getting the message across. While a
sender sends information, the receiver provides feedback
on the received message. Translated to the work
environment, when you observe someone perform their
work and then, communicate with them to help improve
their performances, you are giving feedback. Feedback
can be positive or negative. A good feedback is always
• specific
• helpful
• kind
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Table 1.5: Types of Feedback
Type of Feedback
Examples
Positive Feedback
• I noticed you finished the work
perfectly. Great job!
• I really appreciate you taking that
call. Can you please also share
the details?
Negative Feedback
• You keep forgetting to smile at the
hotel guests when you talk
to them.
• You take really long to reply to
e-mails!
mails! Are you always so busy?
No Feedback
• It is also a feedback in itself which
indicates disagreement of ideas.
Feedback
Feedback, if shared properly, can help reinforce existing strengths and can increase
the recipient’s abilities to rectify errors. It can have a long-term effect in managing
and achieving goals.
A good feedback is one that is:
• Specific: Avoid general comments. Try to include examples to clarify
your statement. Offering alternatives rather than just giving advice
allows the receiver to decide what to do with your feedback.
• Timely: Being prompt is the key, since feedback loses its impact if delayed
for too long.
• Polite: While it is important to share feedback, the recipient should not
feel offended by the language of the feedback.
• Offering continuing support: Feedback sharing should be a continuous
process. After offering feedback, let recipients know you are available for
support.
Importance of Feedback
Feedback is the final component and one of the most important factors in the
process of communication since it is defined as the response given by the
receiver to the sender. Let us look at certain reasons why feedback is important.
• It validates effective listening: The person providing the feedback knows
they have been understood (or received) and that their feedback provides
some value.
• It motivates: Feedback can motivate people to build better work
relationships and continue the good work that is being appreciated.
• It is always there: Every time you speak to a person, we communicate
feedback so it is impossible not to provide one.
• It boosts learning: Feedback is important to remain focussed on goals,
plan better and develop improved products and services.
• It improves performance: Feedback can help to form better decisions
to improve and increase performance.
Practical Exercise
The teacher will facilitate these activities by showing you the e-learning lesson at
http://www.psscive.ac.in/stud_text_book. html. This will include videos and e-content for the
above topics as well as detailed instructions for some activities below.
Activity 1
Role Play on Providing Feedback
Material required
Notebook, pen
Procedure
• Form groups with five students in each group.
• Two volunteers in the group should act out a role play
of a hotel staff. For example,
Volunteer A can act as a front desk executive and Volunteer B as a guest enquiring
availability of rooms.
• After the role play, remaining members of group will give constructive feedback to both the
volunteers.
Activity 2
Group-Practice on Constructive Feedback
Material required
Notebook, pen
Procedure
• Form groups with five students in each group.
• Each member in the group should write down three sentences showing how feedback should
NOT be given.
• Then, each group forms a circle. One person in the circle starts by saying a sentence or
feedback. The next person in the circle tries to make the feedback more constructive.
• Keep repeating until all written feedback have constructive alternatives.
Check Your Progress
A. Multiple choice questions
Read the questions carefully and circle the letter (a), (b), (c) or (d) that best answers the question.
1.
Which of these are examples of positive feedback?
(a)
(b)
(c)
(d)
2.
Which of these are examples of negative feedback?
(a)
(b)
(c)
(d)
3.
Excellent, your work has improved.
I noticed your dedication towards the project.
You are always doing it the wrong way.
All of the above
I hate to tell you this but your drawing skills are poor.
You can surely improve your drawing.
This is a good drawing but you can do better.
None of the above
Which of the following are effective components of a good feedback?
(a)
(b)
(c)
(d)
Detailed and time consuming
Direct and honest
Specific
Opinion-based
B. Subjective question
1.
What do you mean by feedback? Let’s take a scenario. Radha is your co-worker. Together you are
making a report on how to manage the waste in your store. Since she has not finished her part of
the report on time, the whole report has got delayed and the manager has given you both a warning.
Write down the feedback you would like to give your co-worker on managing time. Try to keep the
feedback specific and polite.