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No feedback at all is more demoralizing to employees than either positive or negative feedback.

No feedback at all is more demoralizing to employees than either positive or negative feedback. - Richardson, 1992. Textbook Communication model Sources of distortion Small group networks and effectiveness Channel richness Effective listening. Concepts and Terms. Lecture

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No feedback at all is more demoralizing to employees than either positive or negative feedback.

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  1. No feedback at all is more demoralizing to employees than either positive or negative feedback. - Richardson, 1992.

  2. Textbook Communication model Sources of distortion Small group networks and effectiveness Channel richness Effective listening Concepts and Terms Lecture • Tips on giving and receiving feedback • Tips on effective managerial communication • Influence of culture • Non-verbals • E-mail

  3. Key Topics in Communication • Giving and Receiving Feedback • Following Guidelines for Managerial Communication • Using Strategic Communication

  4. Two Types of Feedback • Evaluative - focus on past • Performance Appraisals (business) • Grades (school) • Developmental - focus on future • 360 Feedback Programs (business) • Constructive feedback (school) • Problem: Receiver usually sees developmental feedback as evaluative.

  5. Tips for Giving Constructive Feedback • Focus on a few specific behaviors (not too many, not on attitudes) • Offer examples. • Comment on positive as well as negative. • Ask questions. • Respect feelings - use privacy.

  6. Tips for Receiving Constructive Feedback • Listen attentively • Avoid being defensive - don’t argue! • Ask for examples and specific suggestions. • Never consider retribution. • Focus on key issues.

  7. Giving/Receiving Feedback Activity

  8. Giving/Receiving Feedback • Two “players” who will follow information on handout! Others observe. • Answer these three questions: • Did the player giving feedback follow the tips for providing constructive feedback? • How did that seem to make the receiver feel? • Did the player receiving feedback follow the tips for receiving constructive feedback? • Rewrite the dialogue to be more consistent with the tips.

  9. Course Feedback Feedback Activity

  10. Tips on How To Communicate Effectively as a Manager • “Walk the talk.” • Explain the “why” behind decisions. • Give info immediately, continuously. • Link the “little” picture with the “big.” • Don’t tell people how they should feel. • Avoid ambiguity & use clear language. • Finally, be strategic and use this process...

  11. Tips, cont’d • Consider communication objective (intended response) and choose appropriate strategy: • Communicator--what is your credibility? • Audience--what do they know & feel? • Message--how to organize? • Channel Choice--how to send it? • Remember Cultural Context!!

  12. Cultural Context • Research addresses two dominant issues • Gender • National Culture • These issues should be considered as part of an audience analysis, but whenever you deal with unfamiliar groups reconsider all decisions within the cultural context!

  13. Culture in Communication • Cultural norms vary with respect to: • How quickly you should get to your point versus attend to the social elements. • To what extent emotions are expected. • To what extent disagreement can occur. • What gives a speaker credibility. • Interpretation of non-verbal communication.

  14. Misc. Topics -- E-mail • Increased use of e-mail has not been accompanied by understanding of the channel. Keep in mind: • It is a public record • Format, grammar, and spelling contribute to an overall impression of you • Humor (esp. sarcasm) comes across cold • There are “norms” and “customs” see http://www.albion.com/netiquette/

  15. Summary and Next Time • Summary • Giving and receiving feedback • Tips on managerial feedback • Strategic communication, issues • Misc: Culture, e-mail

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