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Giving and Receiving Feedback
Individual Contributors
Presenter: Parveen Kumar Chadhda
saxbeeconsultants@gmail.com; +91-981838353
January 2016
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Today’s session will help you to:
Gain understanding for how to effectively give and receive
feedback
Identify your role and responsibilities related to giving and
receiving feedback
Familiarize yourself with feedback models and best practices
During this session I will continue to provide information about YOU@PSU
(Penn State’s new performance management program) and review the
immediate next steps in the process.
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Performance Calibration
Process in which supervisors and
managers at the same level in
an organization discuss staff
performance ratings and outcomes to
ensure ratings and development
messages are applied consistently
across the University
Setting Expectations
The process of discussing what is
expected from an employee in terms
of job roles and responsibilities
Goals and Objectives
Desired results each employee aims to
achieve, determined based on
conversations between managers and
employees
Goal Alignment
Process of ensuring individual
goals support the achievement of
department goals and department
goals support the achievement of
University goals
Assessment
Review of goals, objectives,
and other factors, and the
determination of the level of
successful achievement
A: The process of setting expectations, aligning goals, assessing results, and focusing on
staff development through ongoing conversations between managers and their direct
report(s).
Q: What is Performance Management?
Feedback and Development
Focus of the conversations
between managers and
employees in determining
strengths, opportunities for
improvement, and how
to grow and develop
Performance management is not just a once-a-year conversation. It
impacts staff over their entire career at Penn State.
Feedback and Development
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1. Setting Goals
and Expectations
2. Ongoing Review
and Feedback/
Coaching
3. Appraisal &
Reward
Developing
Employees
(Ongoing)
The Performance Management Cycle
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Staff Member
Monitor own performance, seek performance information, apprise supervisor of successes,
shortcomings, and needs
Act on feedback received
Supervisor
Provide clear feedback on an ongoing and often informal basis
Ensure that staff member understands expectations
Shared (Staff Member and Supervisor)
Agree upon a joint feedback process (i.e., when and how feedback will be exchanged on a one-
on-one basis)
Assume best intentions
Institution
Create a consistent language for getting and giving feedback
Establish a “No Fear” culture where staff can feel comfortable sharing and receiving frank
feedback
Ensure supervisors model a feedback culture
Roles in Giving and Receiving Effective Feedback
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Feedback has a direct impact on our work:
Gives us specific information to help us improve
Makes performance expectations clear from the start
Heightens efficiency by reducing resentment, buildup, etc.
Strengthens relationships
What are the benefits for getting positive feedback? Constructive
feedback?
Why Do We Give and Receive Feedback?
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You
Feedback Reflection
Write the initials of the people that you work with in shapes
provided. They can include peers, your manager,
customers/clients, etc. Then for each person, answer the
questions:
• “Are you comfortable receiving direct, constructive
feedback from them?” If so, draw a solid arrow from
their shape to you. If not, draw a dashed arrow.
• “Are you comfortable providing them with direct,
constructive feedback?” If so, draw a solid arrow
from you to their shape. If not, draw a dashed arrow.
• What does your diagram tell you?
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Feedback is an essential component of a learning and performance culture!
The framework assists in preparing to deliver feedback effectively.
Feedback is….
Most beneficial if on-going (which ensures no surprises)
Intended to support employee performance and development
Helpful and applies to both positive and constructive situations
Feedback Framework
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How to Improve the Quality of Feedback Conversations
Are in the past
Are actions you
completed
Are exactly what
others saw, heard,
etc.
Are not assessments
Are explicit or
implicit
Change over time
Build on our
personal and
professional
histories
Are the foundation
for effective
feedback
Are “desired”
and “undesired”
Are known or
possible
Often initiate
action
Affect your work
and interaction
with others
Are unavoidable
Are not facts
Are not observations
Often create
resistance
Can produce a sense
of urgency
Should be “owned”
by the giver
CONSEQUENCES/
OUTCOME
Known or possible
effects of continued
behavior
ASSESSMENTS
Personal interpretations
or evaluations of a set of
observations
OBSERVATIONS
Neutral facts
or occurrences
(behaviors and
outcomes)
EXPECTATIONS
Desired behaviors and
outcomes
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Positive Performance Feedback Example
“Jason, you are expected to make a 15-minute presentation to
students every Friday about the services our office provides.”
EXAMPLE OF COMMENTARY
“I’ve noticed that you are always well prepared, and
consistently arrive several minutes early to greet students and
make them feel welcome.”
“This is excellent and demonstrates a commitment to your job,
representing our office positively, and serving our customers.”
“I’d like to use this as a model for how we conduct all of our
presentations.”
DIMENSION
Expectation
Observation
Assessment
Consequence
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Constructive Performance Feedback Example
“As a member of the Project Team, one of your expectations
is to participate actively in team meetings.”
EXAMPLE OF COMMENTARY
“During the last half dozen meetings, you barely said anything,
although you are clearly listening and taking notes during the
discussions.”
“This doesn’t meet the expectations for your role. You should be
contributing your thoughts and providing insights into how our
recommendations will affect your department.”
“It is important that you be more participative. If this doesn’t
improve fairly quickly, we will have to reconsider your role on the
project team.”
Expectation
DIMENSION
Observation
Assessment
Consequence
Potential Development Plan:
It is important that you take an active, meaningful role in these meetings. Let’s start with some deliberate steps you can take to
become more comfortable participating in the meetings.
Before each meeting, review the agenda and prepare at least three talking points that you would like to discuss. These can be
questions, comments, or additional information that will be helpful to the Project Team. During the meeting, present each of
these talking points and use them to generate discussion.
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Guidelines for Giving Feedback Successfully
Act sooner rather than later
Check your intentions
Dialogue! Treat feedback as a shared responsibility
Confirm mutual understanding and invite new information; probe for facts
Keep your emotions in check
Respect differences
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Ask for feedback on an ongoing basis
Do not reject feedback. Assume best intentions.
Listen for understanding. Clarify what the feedback means.
Respond to feedback. Share your own views. Jointly agree on
ways to improve.
Thank the person for giving the feedback. Show appreciation.
Tips for Receiving Feedback Successfully
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How often do you ask for feedback?
Do you ever get defensive?
Do you ask for more detail?
Are conversations thorough?
Do you ensure that expectations are clear?
Do you set goals for improvement?
Do you follow up to get additional feedback on
progress?
Receiving Feedback Checklist
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Surprise –in the extreme, Shock
Annoyance – in the extreme, Anger
Rationalization – in the extreme, Rejection
Acceptance – acceptance does not equal agreement
Adapted from The Feedback Toolkit, Rick Maurer (1994)
Receiving Feedback: The SARA Model
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The mid-year check in is important as it:
– Allows supervisors to more easily monitor employee performance
and progress
– Gives the employee the opportunity to understand how he/she is
performing and discuss expectations
Next Steps: Conduct Mid-Year Check-In
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Schedule an appointment with your supervisor
Discuss overall performance and review goals; if necessary, adjustments
can be made to goals at this point. No formal evaluation or ratings are
needed for this conversation
Document that the conversation happened and what was discussed.
Adjust goals in the YOU@PSU system if necessary and then your
supervisor will approve these adjustments
Roles & Responsibilities for Mid-Year Check-In
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Thank you for participating in Saxbee Consultants
“We all need people who will give us feedback. That’s how we improve.”
--Bill Gates
If you need more information about how to effectively give and receive
feedback– or have general questions about the program-- please contact
your HR Representative or the YOU@PSU team. We are here to help
you….
Saxbee Consultants voicemail: +91-9818308353
Saxbee Consultants email: saxbeeconsultants@gmail.com
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My Experiences in Indian Seniors
• All Promoters are the same
• They never like the feedback system
• There is no scope of any alternative
• They do not like outside consultancy
• The participated management, E-commerce
and Social media are all Farce
• Right or Wrong The Boss is always right
• Where do we go ?
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For details and bookings contact:-
Parveen Kumar Chadha… THINK TANK
(Founder and C.E.O of Saxbee Consultants & Other-Mother
marketingandcommunicationconsultants.com)
Email :-saxbeeconsultants@gmail.com
Mobile No. +91-9818308353
Address:-First Floor G-20(A), Kirti Nagar, New Delhi India Postal Code-110015