Working in Teams

1. Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change This material (Comp 17 Unit 3) was developed by Johns Hopkins University, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000013. This material was updated in 2016 by Johns Hopkins University under Award Number 90WT0005. This work is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/4.0/.

2. Articulating Feedback and Feedforward: Tracking Success and ChangeLearning Objectives • Develop skills for clear communication and understanding of others. • Provide appropriate feedback to others. • Develop and deliver appropriate feedforward. • Communicate in ways that help promote positive change for your team.

3. Communicating for Results • Active listening • Assertive communication • Strong “I” statements

4. Hearing What Is Being Said • Active listening—it is WORK • 50% or less “sticks” Why? • Poor listening • Poor presenting • Strategies • Repeating • Acknowledging • Encouraging

5. Be an Active Listener There are five key points to active listening: • Pay attention • Show that you are listening • Clarify what you heard • Defer judgment • Respond appropriately

6. Pay Attention • Look at the speaker directly. • Put aside distracting thoughts. Don’t mentally prepare a rebuttal! • Avoid being distracted by environmental factors. • “Listen” to the speaker’s body language. • Refrain from side conversations when listening in a group setting.

7. Show That You Are Listening • Nod occasionally. • Smile and use other facial expressions. • Note your posture and make sure it is open and inviting. • Encourage the speaker to continue with small verbal comments like yes, and uh huh.

8. Clarify What You Heard • Reflect what has been said by paraphrasing. “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back. • Ask questions to clarify certain points. “What do you mean when you say…”, “Is this what you mean?” • Summarize the speaker’s comments periodically.

9. Defer Judgment • Allow the speaker to finish. • Don’t interrupt with counter-arguments.

10. Respond Appropriately • Be candid, open, and honest in your response. • Assert your opinions respectfully. • Treat the other person as he or she would want to be treated.

11. Key Points—Active Listening • Concentration and determination • Be deliberate • Remind yourself constantly • No time like the present

12. Assertive Communication

13. Why Use Assertive Communication?

14. Advantages of Assertive Communication • It helps us feel good about ourselves and others on the team. • It leads to the development of mutual respect. • It increases our self-esteem. • It helps us achieve our goals. • It minimizes hurting and alienating other people. • It reduces anxiety. • It protects us from being taken advantage of by others. • It enables us to make decisions and free choices in life. • It enables us to express a wide range of feelings and thoughts.

15. Elements of Assertive Communication • Eye contact • Body posture • Gestures • Voice • Timing • Content

16. Assertive Communication: The Importance of “I” Statements • “I feel that your interruptions make it difficult for me to fully express my thought.” • Focus on your personal feelings • Offer a perspective • Illustrates or demonstrates a cause and effect • Stick with how it effects you • Non accusatory and non-judgmental

17. Strong “I” Statements: Three Specific Elements • Behavior • Feeling • Tangible effect (consequence to you) “I feel that your interruptions make it difficult for me to fully express my thought.”

18. Providing Feedback • Constructive feedback versus praise and criticism • Stick with the former • Information specific, issue focused, based on observations • Can be positive or negative in nature

19. Effective Feedback in Teams/Workplace • Essential part of company culture and organizational effectiveness. • Method of delivery—can make or break • Confusion, poor morale, and misunderstanding—consequences of bad messaging • Three points for effective feedback: • Timely • Focused on the issue at hand, and only the issue at hand • Feedback is a two-way street

20. Acceptance of Feedback

21. Feedforward • Changing the past is impossible, changing the future is not. • Proving people to be wrong is less effective than helping them to be right in the first place. • Feedforward brings out success in people. • Response from anyone who knows about the task • Keep it objective, not personal. • Easier, less incendiary than feedback • Be the helpful person along the path.

22. Try Feedforward Instead of Feedback • An essential skill for leaders • Traditionally, critiques flow from top to bottom • Focused on the past & not the future • Turn the tables – make the experience fun instead of like a root canal

23. Articulating Feedback and Feedforward: Tracking Success and Change Summary • Develop skills for clear communication and understanding of others. • Provide appropriate feedback to others. • Develop and deliver appropriate feedforward. • Communicate in ways that help promote positive change for your team.

24. Articulating Feedback and Feedforward: Tracking Success and Change References References Hopkins, Lee. Assertive Communication:6 Tips for Effective Use. Available: http://ezinearticles.com/?Assertive-Communication---6-Tips-For-Effective-Use&id=10259 Mindtools Active Listening: Hear What People Are Saying. Available: http://www.mindtools.com/CommSkll/ActiveListening.htm Schaming, Rachel Masterful Listening Skills for You and Me Available at :http://www.noomii.com/articles/85-masterful-listening-skills-for-you-and-me Taffinder P. Leadership Crash Course. (2007). Available from: http://www.leadershipcrashcourse.com/cc_seventypes.html Trans4Mind. Assertive Communication. Available : http://www.trans4mind.com/jamesharveystout/assert.htm

25. Articulating Feedback and Feedforward: Tracking Success and Change References Images Slide 3: Water Spirit with a Seashell. Image courtesy of France in Photos. CC BY NC_ND 2.0. Available from: http://www.offrench.net/photos/gallery-5_photo-479.php Slide 12: "Communication" by DailyPic (Joan M. Mas), under a Creative Commons license on flickr .Available from: http://www.flickr.com/photos/dailypic/1459055735/ Slide 13: Assertive Communication. FredArmitage/flickr. Reproduced here under a Creative Commons Attribution-Non-Commercial-No Derivative Works 2.0 Generic license. Available from: http://www.infed.org/groupwork/what_is_a_group.htm#cite Slide 20: Johari Window. Courtesy of: Wikimedia Commons: Simon Sheck. Available from: http://en.wikipedia.org/wiki/File:Johari_Window.PNG

26. Working in TeamsArticulating Feedback and Feedforward: Tracking Success and Change This material (Comp 17 Unit 3) was developed by Johns Hopkins University, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000013. This material was updated in 2016 by Johns Hopkins University under Award Number 90WT0005.