Using Feedback to Produce High Performers

1. Using Feedback to Produce High Performers Tony Veeder PTS Training Section

2. Helpful Feedback • The process of giving information to a person or a group in such a way as to help them improve their performance • Is a fundamental coaching skill • Is an ongoing process Using Feedback

3. Effective Feedback • Honors competence and reinforces desired behaviors • Aligns expectations and priorities, and is goal oriented • Fills knowledge gaps, focused on acts • Prompts corrective actions, supportive and continual • Alleviates fear, directed at the future Using Feedback

4. Workplace Feedback • Redirection • Behaviors and performance that do not contribute to the group or goals • Helps develop alternative strategies • Reinforcement • Behaviors and performance that do contribute to the group or goals • Encourages to repeat and develop Using Feedback

5. Reinforcement • Almost everyone is comfortable with giving compliments to others • Sometimes we forget how important this is to most people • All need acceptance, recognition and praise • Sparks increased productivity, desire to do better, and improved self-esteem Using Feedback

6. F.A.S.T. Feedback • Frequent • Accurate • Specific • Timely Using Feedback

7. Goals + Feedback = Success Activity • 4 groups of soldiers • 20 kilometer march • Each receive different instructions • Information during march varied Using Feedback

8. Redirection Many times is dreaded. Why? • We are human and all make mistakes • Is part of growing and learning but this feedback doesn’t contribute to goals • Requires developing solutions • Bad feedback experiences affect how you approach feedback to others • Must help others improve despite the dread and conflict Using Feedback

9. Redirection Rules Must: • Be delivered in private, never public • Be directed towards the organization’s goals • Be based on behavior, not the person • Be presented in a dialogue and must be solution oriented • Result in an improvement action plan Using Feedback

10. Useful Feedback • Focused on acts, not attitudes • Directed toward the future • Goal oriented • Multidirectional • Supportive • Continuous Using Feedback

11. Feedback Filters • Is it true? • Is it kind? • Is it necessary? Using Feedback

12. Redirection Checklist • Did I use the three filters? • Do I have proof or knowledge? • Do they know how to do the job? • Do they have the needed resources? • Is there something interfering with their success? • Is this the appropriate time and place to give the feedback? Using Feedback

13. Redirection Considerations • It is always done in private. • Where should you give it? • Is it the best time for it to be given? • What triggers their “hot buttons”? • Have you considered and planned for how they might react? Using Feedback

14. L.A.S.T. Feedback • Listen • Align • Solve • Thank them Using Feedback

15. Putting it All Together You should be: •calm •timely •honest •specific •goal driven •descriptive, not subjective Using Feedback

16. Putting it All Together You should : •put the feedback in context •not be judgmental •speak from the heart•assume the best •listen •focus on the performance Using Feedback

17. Putting it All Together You should : •Build a foundation of trust •mutually agree on goals •recognize improvement•be appreciative •listen •Close the discussion in a professional manner Using Feedback

18. Putting it All Together And most importantly you should: •follow up •make feedback part of the normal workplace routine Using Feedback

19. Putting it All Together Activity • Remember that staff person you thought about at the beginning of the training session? • What’s your plan for providing feedback to the person? Using Feedback

20. Summary • Feedback…what is it? • Effective feedback • Types of feedback • Reinforcement and F.A.S.T. • Redirection and L.A.S.T. • Feedback tips • Feedback action plan Using Feedback

21. Questions? Thank you for your attention. Please fill out your evaluations. Using Feedback