Giving and Receiving Giving and Receiving FeedbackFeedback

Ann Marie O’Grady, B.Physio, MISCPAnn Marie O’Grady, B.Physio, MISCP

Physiotherapy Manager Physiotherapy Manager April 2007April 2007

DATHs CPD Group “Train the Trainers” Day DATHs CPD Group “Train the Trainers” Day

Acknowledgements• Personal Development Planning

Guidelines and Workbook - Office for Health Management

• Learning Styles Questionnaire – Honey and Mumford

Overview• Benefits of feedback• Learning/Learning Styles• Giving and Receiving Feedback• Difficult Situations/Things to Watch

Out For

Benefits of Feedback• Improves performance• Provides information and insights• Builds better working relationships• Promotes a more open working

environment• Increases job satisfaction

Learning • Learning from experience is fundamental• Need to supplement intuitive learning with

elements that are more conscious and deliberate

• People have different preferential ways of learning – this may impact on:– How they hear feedback– How people interact with each other

Learning Styles

• Activists• Reflectors• Theorists

• Pragmatists

ActivistLike:– To think on their feet– Short sessions– Variety– Opportunity to initiate– To participate and have fun

ReflectorsLike:• To think before acting• Thorough preparation• To research and evaluate• To make decisions in their own time• To listen and observe

TheoristsLike: • Concepts and Models• To see the overall picture• To feel intellectually stretched• Structure and clear objectives• Logical presentation of ideas

PragmatistsLike: • To see relevance of their work• To gain practical advantage from

learning• Credible role models• Proven techniques• Activities to be real

Exercise

1. What feedback have you had that was useful – Why?

2. What was counterproductive – Why?

3. How did YOU react to receiving feedback – Why?

Receiving Feedback

• To be successful, receivers should feel that they can:– Volunteer their ideas and opinions– Discuss problems and express personal feelings

freely – Recognise their performance shortcomings– Discuss their job performance objectively– Accept suggestions and forward direction

Receiving Feedback

• Less likely to be effective if receivers feel:– Defensive– Hostile– Too self confident– Hesitant to air their complaints or discuss

problems openly– That they don’t want the feedback or aren’t

ready to receive it

Dos and Don’ts of Giving & Receiving Feedback

Do • Accept and clarify praise• Repeat positive behaviours• Accept and clarify

criticism• Suggest and identify ways

forward• Ask “What can I learn

from it?”• Ask “How can I use this

information?”

Don’t• Accept vague praise• Minimise or argue praise• Argue or contradict

criticism• Overreact emotionally• Belittle the feedback giver• Treat it as absolute truth

Exercise: Giving Feedback

• What situations/opportunities are there in your job to give feedback?

• Who should you give feedback to?

• When should you give feedback?

Giving Positive FeedbackDos• Be specific and

sincere• Give attention to

progress• Praise efforts and

achievements• Acknowledge

improvements in poor performance

Don’ts• Praise

vaguely/generally• Add “But”• Over praise• Patronise• Be begrudging

Feedback on Areas for Development

Dos• Ask first• Limit to a few points only• Discuss problems early• Confront the issue, not the

person• Identify consequences of

behaviour• Ask for ideas on how to address

problems• Use positive language• Ensure a two way process

Don’ts• Generalise e.g. “you’re always

late”• Be biased• Be judgemental, using words such

as “worst “ or “bad”• Focus on personality issues

Active Listening• Show interest • Don’t interrupt• Clarify and check understanding

• “Knowing what others have said and what they meant to say”

• “Leaving people comfortable that they have had their say”

Questioning Skills

• Open• Probing• Gauging• Cueing• Interjecting

Exercise• What situation(s) do you think might

be the most difficult for you to give or receive feedback in?

Things to Watch Out For• First impressions

• Halo effect

• Horn effect

• Comparing + contrasting

• Being overly lenient/harsh

Potentially Difficult Scenarios

• Quiet, unassertive• Under performer• High flyer• Overstater• Cynical• Emotional• Friend

Remember:

Any New Skill Takes Practice !!!