Presentation from the training course on how to improve feedback in business communication in Serbia, Belgrade? http://www.businessknowledge.biz/

1. www.businessknowledge.biz
Miodrag Kostić, CMCMiodrag Kostić, CMC
Giving and receiving feedbackGiving and receiving feedback

2. Working for the bestWorking for the best!!

3. Training: “Japanese model for business in Serbia”Training: “Japanese model for business in Serbia”
18.03.2014 - Belgrade Chamber of Commerce18.03.2014 - Belgrade Chamber of Commerce

4. Trening “Timski rad” održan 2012 za klijenta u Crnoj GoriTrening “Timski rad” održan 2012 za klijenta u Crnoj Gori

5. Trening “Timski rad” održan 2012 za klijenta u SrbijiTrening “Timski rad” održan 2012 za klijenta u Srbiji

6. Trening “Lean i motivacija zaposlenih” održan 2015 u VlasotincuTrening “Lean i motivacija zaposlenih” održan 2015 u Vlasotincu

7. Public trainingPublic training:: Business improvements using leanBusiness improvements using lean
methodologymethodology –– Belgrade Chamber of CommerceBelgrade Chamber of Commerce -- March 2016March 2016

9. 1 class 09.00-10.15
Break 10.15-10.30
2 class 10.30-11.45
Break 11.45-12.00
3 class 12.00-13.00
AgendaAgenda

10. WHY this training course?WHY this training course?

11. ““Any fool can know. The point is to understandAny fool can know. The point is to understand.”.”
―― Albert EinsteinAlbert Einstein
How muchHow much dodo we understand what we knowwe understand what we know??

12. What is feedbackWhat is feedback
and how to use itand how to use it??

13. How do we learn – in life – in businessHow do we learn – in life – in business??
When we doWhen we do
learn onlearn on
mistakesmistakes??
Trial and errorTrial and error
NNOTOT

14. What is the biggest problem in communicationWhat is the biggest problem in communication??
Understanding is neverUnderstanding is never 100%100%
ImportantImportant
PROBLEM #1PROBLEM #1

15. ““Easy to understand, hard to applyEasy to understand, hard to apply!”!”
-- Marshal Goldsmith-- Marshal Goldsmith
PROBLEM #2PROBLEM #2

16. Where is the most important opportunity toWhere is the most important opportunity to
improve internal communication at work?improve internal communication at work?
No. 1 isNo. 1 is
FEEDBACKFEEDBACK

17. How do we learn new skillsHow do we learn new skills??
70%70% At workAt work
20%20% FeedbackFeedback
10%10% LearningLearning
Rule 70-20-10Rule 70-20-10

18. How did air travel become safeHow did air travel become safe??

19. Why is good feedback so important?Why is good feedback so important?
Korean Air flight 801 : Seoul - GuamKorean Air flight 801 : Seoul - Guam

20. While driving you noticed your hand brake is upWhile driving you noticed your hand brake is up
What will you doWhat will you do??
Why didn’t you just press on the gas pedalWhy didn’t you just press on the gas pedal??
How your employees react when they see the handHow your employees react when they see the hand
brake is up, do they tell you, or they just press on gasbrake is up, do they tell you, or they just press on gas??
Is it the only option availableIs it the only option available??

21. What is feedbackWhat is feedback??
Feedback is a reaction or response toFeedback is a reaction or response to
a particular process or activitya particular process or activity
The purpose of feedback is to provideThe purpose of feedback is to provide
information about a performanceinformation about a performance

22. What is not FEEDBACKWhat is not FEEDBACK??
FEEDBACK cannot be personalFEEDBACK cannot be personal
IMPORTANTIMPORTANT
You were so stupid …You were so stupid …
Why did you lie to me …Why did you lie to me …
You did this … consequences are ...You did this … consequences are ...
You told me … and the fact isYou told me … and the fact is
……

23. What kind of feedback do you needWhat kind of feedback do you need??

24. What is the most important rule of feedbackWhat is the most important rule of feedback??
Use WHAT not WHYUse WHAT not WHY
VeryVery
IMPORTANTIMPORTANT

25. Should feedback only be a praiseShould feedback only be a praise??
1.1. I appreciateI appreciate ……
2. I wish …2. I wish …

26. ““Search others for their virtues, thyself for thy vices!”Search others for their virtues, thyself for thy vices!”
-- Benjamin Franklin-- Benjamin Franklin

27. How to giveHow to give
feedback?feedback?

28. How to give feedback?How to give feedback?
• Give it carefullyGive it carefully
• Receiver must ask for itReceiver must ask for it
• It must be specific and clearIt must be specific and clear
• Must contain feelingsMust contain feelings
• Show empathyShow empathy
• Speak only factsSpeak only facts
• You must not condemnYou must not condemn
• Focus on changeable behaviorFocus on changeable behavior
• Give it in interaction with othersGive it in interaction with others

29. How to give FEEDBACK?How to give FEEDBACK?
1.1. SSITUATIONITUATION
2.2. IIMPACTMPACT
3.3. BBEHAVIOUREHAVIOUR
SS BBII
Facts andFacts and
evidenceevidence
Impact on othersImpact on others
Corrective actionCorrective action

30. How to give FEEDBACK?How to give FEEDBACK?
1.1. SS
2.2. II
3.3. BB
SS BBII
There was a loud noise from your radioThere was a loud noise from your radio
I couldn’t hear my client talking to meI couldn’t hear my client talking to me
Please turn down volume in the futurePlease turn down volume in the future

31. EXERCISEEXERCISE:: Give proper feedbackGive proper feedback
Divide in pairs, create feedback scenario usingDivide in pairs, create feedback scenario using
SIB steps and role-play feedback to your pair.SIB steps and role-play feedback to your pair.
1.1. SSITUATIONITUATION
2.2. IIMPACTMPACT
3.3. BBEHAVIOUREHAVIOUR

32. ““Don’t argue with your client,Don’t argue with your client,
if you win the argument, you will loose the client!”if you win the argument, you will loose the client!”
-- Alfred Fuller,-- Alfred Fuller, Fuller Brush CompanyFuller Brush Company

33. How to receiveHow to receive
feedback?feedback?

34. How to receive FEEDBACK?How to receive FEEDBACK?
How to handle objection?How to handle objection?
Find out the truth about it!Find out the truth about it!

35. How to receive feedbackHow to receive feedback??
ReplyReplyHOWHOW ReaffirmReaffirm WhatWhat
If I understand you wellIf I understand you well ...... you say thatyou say that ......
Can you explainCan you explain ...... what did you mean bywhat did you mean by ......

36. How to deal with emotionally disturbed peopleHow to deal with emotionally disturbed people??

37. 1. Be silent and listen1. Be silent and listen

38. 2.2. Without emotionsWithout emotions

39. 3.3. ApologizeApologize

40. 4.4. ParaphraseParaphrase

41. 5. Show compassion5. Show compassion

42. ““Successful people ask better questions,Successful people ask better questions,
and as a result, they get better answers!”and as a result, they get better answers!”
-- Tony Robbins-- Tony Robbins

43. What will we remember from the trainingWhat will we remember from the training??
What are theWhat are the LESSIONS LEARNED?LESSIONS LEARNED?

44. This is only a short version of ourThis is only a short version of our fullfull presentationpresentation
50% of our innovation training contains interactive50% of our innovation training contains interactive
exercises and case studies from domestic companiesexercises and case studies from domestic companies
IMPORTANTIMPORTANT

45. ThanksThanks :):)
www.www.businessknowledge.bizbusinessknowledge.biz
www.miodragkostic.comwww.miodragkostic.com