The Top Ten Reactions to Performance Feedback and How to Respond
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Transcript of The Top Ten Reactions to Performance Feedback and How to Respond
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The Top Ten Reactions to Performance Feedback and How to Respond
Jamie Resker
September 5, 2012
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Advising nonprofits in:
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(617) 969-1881
INTEGRATED PLANNING
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Sponsored by: A Service
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Today’s Speaker
Jamie Resker Founder and Practice Leader
Employee Performance Solutions Hosting:
Sam Frank, Synthesis Partnership Assisting with chat questions: Jamie Maloney, Nonprofit Webinars
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5
How to Respond to the Top Ten
Reactions to Performance Feedback
A Program for Leaders Facilitator:
Jamie Resker Founder and Practice Leader
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Unmet Expectations…
6
Aware
Knows How
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You are here…
What needs to happen to go from here to there?
You need to be here…
Would it be useful to talk about why you are at your current level?
Yes, I’m eager to have you tell me about my deficiencies
Communicating Expectations
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How We Respond to Feedback • Under Attack
• Thinking brain shuts
down
• Emotions crank up
• Fight or Flight Response
• Self-esteem threat
• Judgment = recoil
response
OVERDRIVE
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Timing
No Change
Pattern Persists
Apparent Pattern
Single “Thing”
Performing: Reinforcing Feedback
Level 3: Formal Intervention
Level 2: Awareness Intervention
Level 1: Informal Intervention
Level 4: Disciplinary Intervention
Source:
Vanderbilt
University
Medical
Center
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In the First Place…Getting the Best Reaction
• Make a request
• Say what you want
• Critical….
• Deficiency Driven…
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Introducing Feedback…
• Improve… • Get better… • Stop… • Weakness… • You never… • You don’t… • You shouldn’t… YOU’RE DEFICIENT
• Develop the ability to… • Work on… • Focus on… • Put your energy into… • I need for you to… FUTURE FOCUSED Possibilities
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Turn Around
• Makes Mistakes
– Stop making so many mistakes
Develop more accuracy
• Let’s talk about what that would look like…
– On the month end reports…
– For payroll…
– Etc….
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I am struggling to manage someone that is disruptive, chatting frequently, Gets involved in selling things at the workplace, who is loud, very negative etc, but her
work is done well.
1. I wanted to check something out with you. Can we have a conversation?
2. First let me say how happy I am with the work you produce; you’re able to get it all done and the quality is great.
3. This is awkward to bring up but I have to ask you to work in a way that lets others focus fully on and attend to their work.
4. Can I describe to you what I mean by that?
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4. Can I describe to you what I mean by that? (Working in a way that lets others be fully focused on their work)
• This would mean that you can go ahead and keep selling (x) but during the time when it’s lunch time when everyone is taking a break from work.
• And if you have a thought about the work or the environment here and that thought isn’t entirely positive then that’s something you should hold onto (keep under your hat, keep in the thought bubble).
• And the last thing would be to speak at a lower voice volume.
5. The reason I’m asking this of you is because we’ve got so much work and I need for others to be fully focused. Let me assure you that I’m happy with the work you produce. 6. Have I explained things in a clear way? What’s your take on what I’ve asked?
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Managing the Conversation
I’m feeling confident
“There’s just one
thing I’d like to
have you
focus on…”
“I know… I
need to
work on
that…”
“What do you
mean? I thought I
was good with
customers”
“I can’t help
it…customers
annoy me.”
I’ll see what I can do…” What do you
mean? I have
GREAT with
customers!
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Desired Response
Ultimate Goal
Acknowledges
Check In…
Recognize
Progress
More Feedback
Action Steps
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Your Experience…
What are some reactions you’ve received
when giving performance feedback?
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Acknowledgement
Employee
Reaction
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Acknowledgement
Manager’s
Response
What will be your first step? What will
you do next?
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Surprised
21
Employee
Response
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Surprised
Manager’s
Response
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Why Didn’t You Bring This Up
Before?
Employee
Response
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Why Didn’t You Bring This Up
Before?
Manager’s
Response
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When I Worked For My Other
Manager…
Employee
Response
You are SO
Awesome!
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When I Worked For My Other
Manager…
Manager’s
Response
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Excuses
Employee
Response
System or Process Issue?
Performance Issue?
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Invalid Excuses
“I hear what you’re saying
but I still need for you to be
respectful to your
colleagues.”
Manager’s
Response
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Non-Committal
“I’ll try but I can’t make any promises.”
“I’ll do my best.”
“I’ll see what I can do.”
Tone
Employee
Response
? ? ?
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Non-Committal
“Sounds like you’re
hesitant…..
This is important
So I’m going to give you
time to ”
Manager’s
Response
Yes, I will.
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Silence
Employee’s
Response
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Silence
Manager’s
Response
Blaa, blaaaa, blaaa and
more blaaa, blaaa,
I’m noticing that…
Let’s reconnect…
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Anger
Employee’s
Response
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Anger
Manager’s
Response
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Anger
Manager’s
Response
Acknowledge…
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Anger
Manager’s
Response
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Difficult: First Conversation
“Well, people
around here
should lighten
up a little.
I can’t help it if I
she has no sense
of humor, etc.”
Employee
Response
10 15 20
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Difficult: First Conversation
Manager’s
Response
We’ve been talking for …
This is important…
Let’s reconnect…
1
3
2
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Difficult: Numerous Conversations
HR Contact has
been involved
Manager’s
Response
I’ve outlined exactly…
If you choose not to…
This will lead us to talking about…
1
3
2
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Resources Employee Performance Solutions Article
Will be posted on The Voice with webinar recording.
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