Educational Solutions for Workforce Development Multidisciplinary Listening and Feedback Rhona M...
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Transcript of Educational Solutions for Workforce Development Multidisciplinary Listening and Feedback Rhona M...
Educational Solutions for Workforce Development
Multidisciplinary
Listening and Feedback
Rhona M McMillan AA (CPD) Glasgow
Educational Solutions for Workforce Development
Multidisciplinary
ACTIVE LISTENING
Educational Solutions for Workforce Development
MultidisciplinaryTALKING
Versus
LISTENING
Educational Solutions for Workforce Development
Multidisciplinary
Active ListeningWhy?
• Establish a good relationship
• Demonstrate to colleague/ trainee you have taken views, thoughts and feelings on board
• Reduce arguments re poorly understood concepts
• Reduce sterile arguments
Educational Solutions for Workforce Development
MultidisciplinaryBENEFITS
• Colleague/ trainee feels valued
• Colleague/ trainee feels understood
• Colleague/ trainee able to express thoughts clearly
• Colleague/ trainee given opportunity to correct any misunderstanding
• Cues picked up
• Both have clear idea of colleague/ trainee ’s ideas, worries and expectations
• Saves time
Educational Solutions for Workforce Development
MultidisciplinaryHOW to listen actively
• Give full attention, don’t interrupt
• Non verbal
• Reflect content
• Reflect feelings
• Summarise and Clarify
• Interpret
Educational Solutions for Workforce Development
MultidisciplinaryAfterwards
If you have been actively listening for any length of time, you will be
TIRED
Educational Solutions for Workforce Development
Multidisciplinary
Feedback
Educational Solutions for Workforce Development
MultidisciplinaryWhat is Feedback?
“structured information that one person offers to another, about the impact of their actions or behaviour”
Educational Solutions for Workforce Development
Multidisciplinary
Discuss feedback that you have been given, which has been helpful
Discuss feedback that you have been given, which has been unhelpful or even harmful
Educational Solutions for Workforce Development
MultidisciplinaryFeedback
Is important
Is vital for our self esteem
Is a key factor in enabling an individual to pick up new skills
Educational Solutions for Workforce Development
Multidisciplinary
In what situations at work do you need to give feedback?
• Verbal feedback
• Written feedback
Educational Solutions for Workforce Development
MultidisciplinaryWhy give feedback?
Influence
Recognise and reward
Improve quality
Build and maintain relationships
Clarify experiences
Motivate
Manage performance
Educational Solutions for Workforce Development
MultidisciplinaryFeedback v Criticism
“criticism is one person’s judgement of another person, or their work”
It is often an unprepared reaction to people who aren’t behaving in the way one wants them to
Educational Solutions for Workforce Development
MultidisciplinaryWhen is Feedback Effective?
DescriptivePerformance (not person) focussedClear and directOffered (not imposed)OwnedSpecificBalancedTimely and regularSolution focussedBoth parties believe feedback has a positive intent
Educational Solutions for Workforce Development
MultidisciplinaryReceiving Feedback
High Value information
-so listen with active, full attention to be;
aware how you are getting on
get ideas how to plan your own development
have a “reality check”
Educational Solutions for Workforce Development
MultidisciplinaryReceiving Feedback
Listen openly and carefully
Ask questions
Check what you have heard
Reflect
Educational Solutions for Workforce Development
Multidisciplinary
What should you do with your feedback?
Ask questions
What feedback are you looking for, be specific
Encourage people to give you feedback
Give person TIME to think about feedback, do not put on spot
Educational Solutions for Workforce Development
Multidisciplinary
What should you do with your feedback?
Listen
Listen openly and carefully
Do not interrupt or digress
Ask for clarification if you do not understand
Try NOT to be defensive
Take notes
Educational Solutions for Workforce Development
Multidisciplinary
What should you do with your feedback?
Check
Check what you’ve heard, ask for examples
Give your reaction, if you want to
Ask for time to think about it, if you want to
Ask for suggestions for improvement
Educational Solutions for Workforce Development
Multidisciplinary
What should you do with your feedback?
Reflect
Feedback is information for you to use, no obligation to change
? Validity, check with others
Decide what you want to do, and what your options are
Work out what you are going to do, with time parameters
Educational Solutions for Workforce Development
MultidisciplinaryOPTIONS
Reflect and consider
Check with others
Try doing things differently
Disregard feedback
Educational Solutions for Workforce Development
MultidisciplinaryPitfalls to Avoid
Defensive
Prove them wrong
Feel you have to change YOURSELF
Try to justify
Dismiss information, without thought
Attack person giving feedback
Generalise message
Feel bad about everything
Think you are perfect!
Educational Solutions for Workforce Development
Multidisciplinary
Turn criticism in to useful feedback
Question to find out issue underlying criticism
Ask for specifics, what you did or said
Ask for clarification if you do not understand
Be clear about what would help YOU
Ask for suggestions, “do you have any idea how I could do this differently?”
Ask person to focus on issue, not you.
Educational Solutions for Workforce Development
MultidisciplinaryGiving Feedback
Effective feedback between two people ensures that both parties have a clear understanding of each others expectations and responsibilities.
Educational Solutions for Workforce Development
MultidisciplinaryDelivering effective feedback
Give the message
Resolve and close
Prepare to talk
Reach understanding
Educational Solutions for Workforce Development
MultidisciplinaryPrepare to talk
Prepare your message
Choose appropriate time and place
Create calm, relaxed atmosphere
Ensure no interruptions
Be aware of your own body language
Educational Solutions for Workforce Development
MultidisciplinaryFeedback skills
Active listening
Observation
Clear verbal expression
Structure you message
Plan and prepare
Timing
Self awareness (own feelings)
Resilience
assertiveness
Educational Solutions for Workforce Development
MultidisciplinaryTop tips for giving feedback
Before you meet
Prepare
Be aware of YOUR intentions
Think of examples, suggestions
Educational Solutions for Workforce Development
MultidisciplinaryTop tips for giving feedback
During Discussion
Ensure two–way conversation
Be ready for resistance
Don’t take negativity personally
Use pauses, give person time and space to think
Find a way to end on a positive
Sum up at conclusion
Educational Solutions for Workforce Development
MultidisciplinaryTop tips for giving feedback
Afterwards
Don’t expect instant (or any) change, feedback is information, not an instruction list
Follow up on your conversation (?when)
Educational Solutions for Workforce Development
MultidisciplinaryPoor feedback
Feedback is NOT to
Get something off your chest
Manage a performance issue or grievance
Educational Solutions for Workforce Development
MultidisciplinaryWritten Feedback
Strengths
This should be full and inclusive, with descriptions and examples
Areas for development and suggestions for change
Take care with language, reflect, be specific with examples
Perhaps, suggest, try etc
Educational Solutions for Workforce Development
Multidisciplinary
Flatter me, and I may not believe you.
Criticize me, and I may not like you.
Ignore me, and I may not forgive you.
Encourage me, and I may not forget you.’
William Arthur Ward (1921-94)