Introducing a New Product

Giving and Receiving Feedback

Definition

Feedback is an information that flows between people that has to do with their interaction in the here and now

An effective feedback is :

a. can be heard by the receiver ( without receiver getting defensive)

b. that keeps relationship intact

c. that validates the feedback process in future interaction ( rather than avoiding )

Criteria for effective feedback

Effective:

a. describes behavior...( you're finishing my sentences for me)

b. comes as soon as appropriate after behavior

Ineffective:

a. uses judgemental statements...( you're being rude!)

b. is delayed,saved up and dumped

c. is direct from sender to receiver

d. is owned by the sender and takes responsibility for her thoughts, feelings and reactions

c.indirect/ricocheted...( Tom, how do you feel about Tim's snoring?)

d. ownership is transfered to other people...( use of we instead of I)

e. includes senders real feelings insofar as they are relevant to feedback ...(I get frustrated when I'm trying to make a point and you keep finishing my sentences)

e. feelings are concealed, denied, misinterpreted, and distorted; being sarcastic, sulking etc. ( you're trying to drive me nuts! )

f. is checked for clarity,to ensure that the receiver fully understands what's being conveyed...( Do you understand what I mean when I say....)

f. not checked;sender either assumes clarity or fairly often is not interested in whether receiver understands fully...( Stop interrupting me with....)

g. asks relevant question which seeks information

h. specifies consequences of behavior present and/or future

g. asks questions that are really statements

h. provides vague consequences

i. is solicited or at least desired by receiver

j.Refers to behavior about which the receiver can do something if he or she wants to

i. is imposed on the receiver,often for his own good

j. Refers to behavior over which the receiver has little or no control over

k. takes into account the needs of both sender and receiver; recognition that this is a 'process'

l.Affirms the receiver's existence and worth by acknowledging his right to have reactions.

k. is distorted by the sender's needs....(can't you ever do anything right?)

l.denies or discounts the receiver (by using statistics, abstractions, averages) by refusing to accept his/her feelings.

m. acknowledges and makes use of the fact that a process is going on, that it needs to be monitored and sometimes explored and improved.

m. either does not value the concept of process or does not take time to discuss anything ...consequently does not pay attention to the process which can result to confusion.

Conflict Resolution/Management

Why the need to know about conflict resolution?

The ability to resolve conflict successfully is probably one of the most important social skills that an individual can possess.

Responses to Conflict Situations

Conflict resolution strategies may be classified into three categories:

- Avoidance

Diffusion

Confrontation

Avoidance

People who avoid conflict situation altogether to avoid certain types of conflict;they tend to repress emotional reactions, look the other way or leave the situation entirely ( quit a job, leave school, get divorced )

Avoidance tend to leave doubts and fears about meeting the same type of situation in the future....

Diffusion

This tactic is a delaying action; tries to cool off the situation at least temporarily; or keep issues so unclear

Such tactics work when delay is possible but typically result in feelings of dissatisfaction, anxiety about the future, and concerns about oneself.

Confrontation

Can be subdivided into (1) power strategies (2) negotiation strategies

Power strategies include use of Physical force and punishment; hostility, anxiety, and actual physical damage are usual by-products

Negotiation Strategies resolves conflict with compromise or a solution that mutually satisfies all parties involved in a conflict