educational solutions for workforce development multidisciplinary listening and feedback rhona m...

Educational Solutions for Workforce Development

Multidisciplinary

Listening and Feedback

Rhona M McMillan AA (CPD) Glasgow

Educational Solutions for Workforce Development

Multidisciplinary

ACTIVE LISTENING

Educational Solutions for Workforce Development

MultidisciplinaryTALKING

Versus

LISTENING

Educational Solutions for Workforce Development

Multidisciplinary

Active ListeningWhy?

• Establish a good relationship

• Demonstrate to colleague/ trainee you have taken views, thoughts and feelings on board

• Reduce arguments re poorly understood concepts

• Reduce sterile arguments

Educational Solutions for Workforce Development

MultidisciplinaryBENEFITS

• Colleague/ trainee feels valued

• Colleague/ trainee feels understood

• Colleague/ trainee able to express thoughts clearly

• Colleague/ trainee given opportunity to correct any misunderstanding

• Cues picked up

• Both have clear idea of colleague/ trainee ’s ideas, worries and expectations

• Saves time

Educational Solutions for Workforce Development

MultidisciplinaryHOW to listen actively

• Give full attention, don’t interrupt

• Non verbal

• Reflect content

• Reflect feelings

• Summarise and Clarify

• Interpret

Educational Solutions for Workforce Development

MultidisciplinaryAfterwards

If you have been actively listening for any length of time, you will be

TIRED

Educational Solutions for Workforce Development

Multidisciplinary

Feedback

Educational Solutions for Workforce Development

MultidisciplinaryWhat is Feedback?

“structured information that one person offers to another, about the impact of their actions or behaviour”

Educational Solutions for Workforce Development

Multidisciplinary

Discuss feedback that you have been given, which has been helpful

Discuss feedback that you have been given, which has been unhelpful or even harmful

Educational Solutions for Workforce Development

MultidisciplinaryFeedback

Is important

Is vital for our self esteem

Is a key factor in enabling an individual to pick up new skills

Educational Solutions for Workforce Development

Multidisciplinary

In what situations at work do you need to give feedback?

• Verbal feedback

• Written feedback

Educational Solutions for Workforce Development

MultidisciplinaryWhy give feedback?

Influence

Recognise and reward

Improve quality

Build and maintain relationships

Clarify experiences

Motivate

Manage performance

Educational Solutions for Workforce Development

MultidisciplinaryFeedback v Criticism

“criticism is one person’s judgement of another person, or their work”

It is often an unprepared reaction to people who aren’t behaving in the way one wants them to

Educational Solutions for Workforce Development

MultidisciplinaryWhen is Feedback Effective?

DescriptivePerformance (not person) focussedClear and directOffered (not imposed)OwnedSpecificBalancedTimely and regularSolution focussedBoth parties believe feedback has a positive intent

Educational Solutions for Workforce Development

MultidisciplinaryReceiving Feedback

High Value information

-so listen with active, full attention to be;

aware how you are getting on

get ideas how to plan your own development

have a “reality check”

Educational Solutions for Workforce Development

MultidisciplinaryReceiving Feedback

Listen openly and carefully

Ask questions

Check what you have heard

Reflect

Educational Solutions for Workforce Development

Multidisciplinary

What should you do with your feedback?

Ask questions

What feedback are you looking for, be specific

Encourage people to give you feedback

Give person TIME to think about feedback, do not put on spot

Educational Solutions for Workforce Development

Multidisciplinary

What should you do with your feedback?

Listen

Listen openly and carefully

Do not interrupt or digress

Ask for clarification if you do not understand

Try NOT to be defensive

Take notes

Educational Solutions for Workforce Development

Multidisciplinary

What should you do with your feedback?

Check

Check what you’ve heard, ask for examples

Give your reaction, if you want to

Ask for time to think about it, if you want to

Ask for suggestions for improvement

Educational Solutions for Workforce Development

Multidisciplinary

What should you do with your feedback?

Reflect

Feedback is information for you to use, no obligation to change

? Validity, check with others

Decide what you want to do, and what your options are

Work out what you are going to do, with time parameters

Educational Solutions for Workforce Development

MultidisciplinaryOPTIONS

Reflect and consider

Check with others

Try doing things differently

Disregard feedback

Educational Solutions for Workforce Development

MultidisciplinaryPitfalls to Avoid

Defensive

Prove them wrong

Feel you have to change YOURSELF

Try to justify

Dismiss information, without thought

Attack person giving feedback

Generalise message

Feel bad about everything

Think you are perfect!

Educational Solutions for Workforce Development

Multidisciplinary

Turn criticism in to useful feedback

Question to find out issue underlying criticism

Ask for specifics, what you did or said

Ask for clarification if you do not understand

Be clear about what would help YOU

Ask for suggestions, “do you have any idea how I could do this differently?”

Ask person to focus on issue, not you.

Educational Solutions for Workforce Development

MultidisciplinaryGiving Feedback

Effective feedback between two people ensures that both parties have a clear understanding of each others expectations and responsibilities.

Educational Solutions for Workforce Development

MultidisciplinaryDelivering effective feedback

Give the message

Resolve and close

Prepare to talk

Reach understanding

Educational Solutions for Workforce Development

MultidisciplinaryPrepare to talk

Prepare your message

Choose appropriate time and place

Create calm, relaxed atmosphere

Ensure no interruptions

Be aware of your own body language

Educational Solutions for Workforce Development

MultidisciplinaryFeedback skills

Active listening

Observation

Clear verbal expression

Structure you message

Plan and prepare

Timing

Self awareness (own feelings)

Resilience

assertiveness

Educational Solutions for Workforce Development

MultidisciplinaryTop tips for giving feedback

Before you meet

Prepare

Be aware of YOUR intentions

Think of examples, suggestions

Educational Solutions for Workforce Development

MultidisciplinaryTop tips for giving feedback

During Discussion

Ensure two–way conversation

Be ready for resistance

Don’t take negativity personally

Use pauses, give person time and space to think

Find a way to end on a positive

Sum up at conclusion

Educational Solutions for Workforce Development

MultidisciplinaryTop tips for giving feedback

Afterwards

Don’t expect instant (or any) change, feedback is information, not an instruction list

Follow up on your conversation (?when)

Educational Solutions for Workforce Development

MultidisciplinaryPoor feedback

Feedback is NOT to

Get something off your chest

Manage a performance issue or grievance

Educational Solutions for Workforce Development

MultidisciplinaryWritten Feedback

Strengths

This should be full and inclusive, with descriptions and examples

Areas for development and suggestions for change

Take care with language, reflect, be specific with examples

Perhaps, suggest, try etc

Educational Solutions for Workforce Development

Multidisciplinary

Flatter me, and I may not believe you.

Criticize me, and I may not like you.

Ignore me, and I may not forgive you.

Encourage me, and I may not forget you.’

William Arthur Ward (1921-94)