managing performance. workshop outcomes, participants will: racma partnering for performance 2010...

Managing Performance

Workshop outcomes, participants will:

RACMA Partnering for Performance 2010

Understand benefits of appropriate performance management

Understand the process of feedbackHave increased confidence about giving and

receiving feedback

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Program outline


Session One: Introduction Session Two: Providing Practical FeedbackSession Three: Documentation of the

feedback processSession Four: Review and development of

action plans

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INTRODUCTIONS CONCERNS ABOUT THE PROCESS


Session OneWhat is Performance

Management ?4

Implementation


Write down 4 concerns you have regarding the performance management process for doctors on 4 post it notes

Discuss and categorise them with your group

Are there any recurring themes?

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PRINCIPLES OF FEEDBACKPURPOSE OF FEEDBACK

PRACTICAL FEEDBACK TECHNIQUESFEEDBACK CONVERSATIONS


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Session Two: Providing practical feedback

Experiences of feedback

Reflect on your experiences both in giving feedback and receiving feedback in your professional role:

What have you learnt about: Defining what feedback is Principles of effective feedback The purpose of feedback Effective and practical feedback techniques- what

works and what doesn’t Documentation of feedback

Discuss these and document in your group


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What is feedback?

Letting someone know on a timely and ongoing basis how they are performing,

Includes both positive and negative observations

This feedback should be given independent of any formal performance review process


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Why give feedback?

People often do not know how well they are doing

People assume that they are doing a good job if no- one tells them differently They may be outstanding at what they do and should be

encouraged to continue in this way and teach others They may be sub-standard and not realise they need to

improve their performance

Managers need to make effective feedback a normal part of their work with others so as to continuously improve standards of care and service delivery


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Principles of giving effective feedback


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Should be given uninterrupted time to do wellShould be given in relation to a specific goal or

actionAvoid judgemental languageBe direct and clearConsider the needs of both the giver and receiverNeed to plan how to give effective feedbackShould be aimed at enhancing performance- Cover

both things that are being done well and those that may need improvement

Encourage feedback from others

Principles of receiving feedback

Actively ask for feedback in specific areas or your workListen to the feedback and clarify you have understoodTry not to react defensively to negative feedback or be

ungracious with positive feedback – impacts on the giver in being able to honestly do this in the future

Focus on your behaviour and its impact rather than on detailed explanations

Remember that feedback is that person’s perception rather than a universal truth ( if a lot of people feed back the same thing- then it may be a universal truth!)

Show appreciation for the feedbackIndicate what you will do to change


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Purpose of Feedback


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Feedback is of no value unless the person receiving the feedback perceives it as appropriate and is prepared to change their behaviour as a result But - being prepared to change behaviour is not enough The next step is actually making the change

In addition, feedback should also be positive where deserved The aim of this is to reinforce and maintain acceptable

behaviour and to enhance motivationResearch has shown that developing a moderate strength

into a significant strength is often of more value than fixing the negatives

Feedback is often seen as a threat

Why is feedback threatening?For the person fed back to:

No- one likes to be considered incompetent- especially doctors who have always been at the upper echelons of intelligence

People are not good at receiving negative feedback- get defensive, blame the messenger for negative feedback

Do not know how to be gracious about positive feedback

For the person feeding back Feedback is seen by many as “unnatural” especially at peer

level Many people feel they do not have the skills to give

effective feedback


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Using feedback to enhance competence

Everyone likes to feel they do everything wellHowever none of us is expert at everythingWe are all better at some things than others and

this is related to many factors such as natural ability, opportunity to learn and enhance skills, personal interests, career path etc

Effective feedback- whether aimed at praising superior skills or focusing on areas for improvement- provides an opportunity for doing our work better and contributing to enhanced patient care and service delivery


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Feedback conversations

Two types of feedback conversations Occur as a result of a specific event Form part of a regular formal performance

conversation


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Read through the case study and make notes on how you would approach this conversation

Discuss in your group and come to a consensus approach


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Feedback techniques


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Positive feedback Indicate what the person did – specifically Tell them that you liked what they did

E.g. “That meeting was so well run. We got all of the

outcomes we planned and more! Thanks you did a great job.”

“I can’t believe how well you managed that difficult complaint. It was obvious the patient and their family went away feeling they had been heard. I really appreciate your efforts and would like you to get involved in teaching others your techniques.”

Practical Feedback Techniques


Negative feedback Don’t do in the heat of the moment, work out an

approach and do in private and face to face Do in a timely manner- close to the event Agree the facts Be specific about the behaviour that needs to be

addressed and why this is so Allow the other party to explain and listen to their

point of view Come to an agreement about what needs to be

improved End on a positive note

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Prepare for the conversation ( both parties involved) Time/ location/ what to say/ how to say it/ examples to be

provided/ relationship to organisational goals etc

Ensure positives are coveredLook to the future when discussing areas for

improvement Focus on the partnership between the parties

aimed at providing better care and service deliveryDocument appropriately

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Emotional Intelligence and Feedback

EQ is the key to both giving and receiving feedbackThose who are good at both had a clear insight

(Self Awareness) into themselves and demonstrate: Integrity and honesty (Self Management ) Consideration and concern for others ( Social Awareness) Valuing differences between people (Relationship

Management ) Development of others (Relationship Management ) Optimism (Self Management ) Willingness to set stretch goals (Self Management ) Listening (Social Awareness)


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Break


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DEVELOPMENT OF DATA FOR GOALS AND POSITION DESCRIPTIONS

PERFORMANCE TEMPLATESPRINCIPLES AND PURPOSE OF DOCUMENTATION

Session Three: Documenting the feedback

process


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Examples of data in performance review

Goal 1. Prepare written documentation for a common procedure and

assess with patients and families2. Attend a course in communication to improve working

relationships with referring practitioners3. Gain an understanding of the expectations of colleagues

who refer patients with a view to contributing to a superlative service

Data for assessment1. Document prepared/ survey of patients and families with

changes to document2. Course attended and review of referring practitioners

demonstrates improvement3. Survey or referrers with action taken on improvements

required


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Using data for performance assessment

Position description criteria:1. Functions as an integral member of the health services

team2. Contributes to improvement in clinical practice in the

unit3. Documents appropriately in the patient record

Assessment criteria examples1. Attends at least 80% of team meetings/ clear contributor

to team meetings2. Develops improved processes for effective functioning of

the unit3. Audit of patient record demonstrates over 80%

compliance with criteria


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Using data for performance assessment

Assess the provided goals and position descriptions and develop possible data sets that would aid in assessment

Work with your group to develop an agreed data set and a means of data collection


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Documentation of Conversations

Analyse the feedback form provided against the position description How well does it reflect the PD? How useful would this be for assessing this

position? How practical would it be in a real- life

situation? What improvements could be made to the

template? How would an informal review be documented?


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REVIEW OF CONCERNSDEVELOPMENT OF ACTIONS

Session Four: Review and Action plans


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Actions

Are there still any outstanding concerns? Discuss these with the group and develop

a way to overcome theseWrite down one action you will undertake in

the next 2 weeks as a result of this workshop?


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