Giving & Receiving
Feedback
September 2015
Workshop Overview
1. Defining Feedback (& the role of feedback in the
working environment)
2. Understanding Communication Styles
3. Giving & Receiving Effective Feedback
4. Difficult Conversations
5. Case Studies
6. Toolkit
Defining Feedback
 What is feedback?
 How can feedback help build positive relationships in
the workplace?
 How can feedback hinder the building of positive
relationships in the workplace?
Words of Wisdom…
We all need people who give
us feedback. That’s how we
improve.
Bill Gates
Understanding Communication
Styles
 If you are giving the feedback you need to consider
how the receiver best receives feedback.
 You also need to be consider your body language.
 Will you be able to read the receiver’s body language?
 It may be important to follow up with an email
summarizing your discussion.
What does it feel like when…
 Your manager sends you an email advising you need to
meet this afternoon to discuss your absenteeism?
 You receive constructive feedback?
 You are nagged?
 You are sent an email with specific feedback on what you
are doing well on and what you could improve upon?
 The feedback provider has no confidence?
 You have to provide feedback to a staff member on a job
well done? Or a job done poorly?
Helpful Hints
 What’s In it for me? WIIFM
 The 50 / 50 Rule
50 / 50 Guidelines
 Set your intention/s (self)
 Prepare for the best outcome (self)
 Be clear about expectations and roles (self)
 Describe the challenge (self then seek confirmation
from receiver)
 Describe your 50% of the solution (be specific)
 Ask for input for their 50% of the solution (receiver)
 Identify how you will both know if you have achieved
the desired outcome (together).
50 / 50 Case Study
A Council member becomes frustrated with administrative
support person and tells them they keep screwing up
meeting minutes.
 Intention
 Desired Outcome
 Expectations & Roles
 50 / 50
 How will know we achieved desired outcome?
50 / 50 Guidelines
 Set your intention/s (self)
 Prepare for the best outcome (self)
 Be clear about expectations and roles (self)
 Describe the challenge (self then seek confirmation)
 Describe your 50%
 Ask for input for their 50%
 Identify how you will both know if you have achieved the
desired outcome (together)
Criteria for Effective Feedback
1. Feedback provider is credible in the eyes of the
feedback receiver.
2. Feedback provider is trusted by the feedback
receiver.
3. Feedback is conveyed with good intentions and is
sincere.
4. Timing is appropriate.
5. Feedback is clear & helpful.
6. There is opportunity for meaningful dialogue.
Helpful Feedback is Specific
 What happened?
 Where and when did it occur?
 Who was involved?
 How did it affect others and the organization?
 How can we move forward?
Hindering Feedback
 Vague
 Aggressive, confrontational
 One way
 Insincere
 Rushed
Conversations…Setting the
Table
• You set a time and stick to it
• There is order
• You have everything you need ready (even within reach)
• You serve food when it is hot, presentation is important
• There are appropriate breaks / rest, water in between
eating
• Time to digest
The Sandwich Technique
 Add your own drawing here:
Top Layer = Positive Feedback, something they are doing
well.
Middle Layer = An area they need to improve on – be
specific
Bottom Layer = wrap up with positive feedback and
concrete steps for moving forward
Case Studies
 Your manager just chewed you out in the staff room in
front of your peers.
 A team member has been late 5 times in the past two
weeks and is delaying work on a deliverable that you
both share.
 A colleague regularly makes several mistakes on their
time sheets that you have to process.
 You witnessed a board member make an offensive joke
in the lunch room.
Toolkit
 7 Tips for Giving & Receiving Feedback
http://orangewhistle.com/7-quick-hacks-to-give-receivefeedback-like-a-winner/
 Fierce Conversations – Susan Scott
 https://www.kenblanchard.com/getattachment/Solutions
/By-Offering/Skill-Training-Modules/GivingFeedback/Giving-Feedback-PW-Look-Inside.pdf
Toolkit
 http://www.hr.ubc.ca/learning-development/odl-servicesolutions/360-feedback/
 http://www.trainingsolutions.com/pdf/feedback.pdf
(Great user friendly workbook)
 Coaching Out of the Box:
www.CoachingOutoftheBox.com
Any Questions?
Nene Kraneveledt
nenekraneveldt@gmail.com