How to Offer ConstructiveHow to Offer Constructive Feedback & RecognitionFeedback & Recognition

Objectives Why Constructive Feedback is Valuable to

Our TeamE i l Ch i i f Gi i F db k Essential Characteristics for Giving Feedback

Steps for Giving Feedback EffectivelyH t H dl R i d F db k How to Handle Received Feedback

Recognize barriers that prevent positive feedbackfeedback

Create and sustain a pattern of recognition

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Thought…

“I h i lif“I have never in my lifelearned anything from any man y g y

who agreed with me”

--Dudley Field Malone

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Wh C t ti F db kWhy Constructive Feedbackis Valuable to Our Team

Core Values Integrity Integrity Teamwork

E ll Excellence

Continuous Quality Improvement Destructive Silence

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U d t d th V l f C d tiUnderstand the Value of Conducting Constructive Feedback Discussions

When managers fail to conduct effective feedback discussions, it often results in…

Source: CLC Learning and Development, Manager-Led Development Effectiveness Survey, 2010.

Add th R t C fAddress the Root Cause of Feedback Discussion IneffectivenessManagers fail to conduct constructive feedback discussions, because they avoid conflicts instead of managing them.

C fli t A id C lConflict Avoidance Cycle

1. We think of conflict as

bad.

5. We handle the conflict

poorly.

2. We get nervous 4. The

conflict about a conflict we

are experiencing.

3. We avoid th fli t

conflict escalates and

must be confronted.

Source: Lulofts, Roxanne S., and Dudley D. Cahn, Conflict: From Theory to Action, Allyn and Bacon, 2000.

the conflict as long as

possible.

L H t H ld C t tiLearn How to Hold Constructive Feedback DiscussionsThree key manager actions impact manager-led development.*

Impact of Action on Manager-Led Development Effectiveness

26%29%

Source: CLC Learning and Development, Manager-Led Development Effectiveness Survey, 2010.

L H t H ld C t tiLearn How to Hold Constructive Feedback Discussions

How do I conduct an open discussion?p How do I conduct an evidence-based

discussion?discussion? How do I conduct a forward-looking

discussion?discussion?

L H t H ld C t tiLearn How to Hold Constructive Feedback Discussions

How do I conduct an open discussion?

Foster an open and positive discussion Make employees feel comfortable Discuss performance weaknesses with your employees Allow employees to give their perspectives

L H t H ld C t tiLearn How to Hold Constructive Feedback Discussions

How do I conduct an evidence-based discussion?

Focus on facts Explain patterns in performance Give clear examples of strengths Explain how strengths positively impact performance

E plain conseq ences of eaknesses Explain consequences of weaknesses

L H t H ld C t tiLearn How to Hold Constructive Feedback DiscussionsHow do I conduct a forward-looking

discussion? Provide tangible steps to address

weaknesses Motivate employees to avoid future mistakes Show how strengths can improve

weaknesses Set concrete steps to resolve consequences

f kof mistakes

P l Ch t i ti fPersonal Characteristics forGiving Constructive Feedback

Becoming a trusted sourceThe “3 B s” The “3 B-s” Benign Beneficial Benevolent

Privacy, dignity and discretion

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Thought…“The right to criticize must be earned,

even if the advice is constructive in nature.Before you are entitled to tinker with anotherBefore you are entitled to tinker with another person’s self-esteem, you are obligated first to

demonstrate your respect for him/her as a person.When a relationship of confidence has been carefully

constructed, you will have earned the right to discuss a potentially threatening topic.p y g p

Your motives will have been thereby clarified.”

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--Dr. James Dobson

B i Th t P t P itiBarriers That Prevent Positive Feedback I don’t have time I don’t know how to do it I don’t want to be

It’s their job to complete assignments, why should I praise them for meeting

I don t want to be perceived as “weak” by praising others

Praising feels awkward

p a se t e o eet gtheir job requirements?

Our employees already know they are doing a good j b Praising feels awkward

Nobody gives me positive feedback; I have no role model

job I feel silly giving positive

feedbackThi l / k i

I have too many employees/ coworkers to do it effectively with all of them

This employee/coworker is motivated and doesn’t need positive feedback

I don’t care whether the

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them My employees will expect a

raise if I praise them

I don t care whether the employee progresses or grows

The Art of Constructive Feedback

Realize that relationships matter Review assumptions Review assumptions Relax and center yourself before the

meetingmeeting Share your intention to contribute to

th th ’the other’s success

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The Art of Constructive Feedback

Clarify expectations Ask questions Ask questions

(and listen to the responses) Speak respectfully Speak respectfully See the positive as well as the negative

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Essentials of Constructive Feedback Describe rather than evaluate Be specific rather than general Focus on the behavior rather than on the person Feedback must reflect the needs of both the receiver

and the giver of feedbackand the giver of feedback Direct your feedback toward behavior the recipient

can do something about The best constructive feedback is solicited rather

than imposedTi i i i t t

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Timing is important

Essentials of Constructive Feedback Share information instead of giving advice The amount of information should be appropriate to

what the receiver can usewhat the receiver can use Focus on what is said and done, or how it is said or

done, not on your assumption of why it was said or donedone

Check to determine the degree of agreement from others

Follow up feedback by paying attention to the consequences of the feedback

Constructive feedback leads to authenticity

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Constructive feedback leads to authenticity

Do’s and Don’ts of Giving Feedback

DO… Be TimelyBe Timely Be Specific Be Open and Offer Suggestions Be Open and Offer Suggestions Create the right environment Check for understanding and buy in Check for understanding and buy-in

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Do’s and Don’ts of Giving Feedback

DON’T… Don’t make it personalDon t make it personal Don’t give feedback only when there’s a

problemp Don’t address multiple issues in one

discussion

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Thought…

“Humility isHumility is…accepting the possibility

that someone elsethat someone elseknows something about methat I don’t know myself”that I don t know myself

Anonymous

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--Anonymous

Types of Employee Recognition

Personal acknowledgement Public acknowledgement Public acknowledgement Free types of rewards

M tl f t f d Mostly free types of rewards Low cost rewards

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Types of Employee Recognition

Personal acknowledgement Spoken Spoken

Nice job Thank you Thank you I like what you’ve done here A f D Ch i t ll Arrange for Dean or Chair to call

Written Personal note or card

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Types of Employee Recognition

Public acknowledgement Give credit for contributions to a Give credit for contributions to a

project Develop a “behind the scenes” award Develop a behind the scenes award

ABCD Award – Achievement Behind Closed DoorsDoors

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Types of Employee Recognition

Mostly-free types of rewards Half-day off Half day off Cook a meal for them (not catered or

store bought but by your own hand)store-bought, but by your own hand)

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Types of Employee Recognition

Low cost rewards Cover their desk with balloonsCover their desk with balloons Find out their hobby and buy some materials

or gift card to relevant storeg Buy lunch for employee and 2-3 coworkers

of his/her choice Attendance at a conference Tickets to USC football, Dodgers, Hollywood , g , y

Bowl26

Employee recognition – rewardingEmployee recognition – rewarding your best people. Identify the people who are critical to

helping you grow your business Determine what incentives are most

important to your key people List all of the reward programs that currently

exist in your company Match the reward to the person Match the reward to the achievement.

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Be timely and specific

Basic Motivating Principles Motivating employee's starts with motivating

yourselfAl k li l f h Always work to align goals of the organization with goals of employees

Motivation of your employees means Motivation of your employees means understanding what motivates each of them

Recognize that supporting employeeRecognize that supporting employee motivation is a process, not a task

Walk the talk

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Criticize behavior, not people

Book recommendation

1001 Ways to Reward Employees: p yMoney Isn’t Everything

By Bob NelsonBy Bob Nelson

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What motivates employees?

Autonomy Mastery

Purpose Purpose

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Activity: Break-Out Groups

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Feedback Challenge

What one new trait of Constructive Feedback will you adoptFeedback will you adopt…

Immediately?I h? In one month?

This year?

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Speaking of feedback…

How did we do?

Contact info Center for Work & Family Life 213 821 0800 213-821-0800 cwfl@usc.edu

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