Leadership Training Series : Performance Feedback Margaret B. Moss, BA, QMHP, QDDP

Objectives Learner will: understand the importance of feedback on performance understand the two major types of feedback understand tools which can be used in delivery of feedback

Learner will:

understand the importance of feedback on performance

understand the two major types of feedback

understand tools which can be used in delivery of feedback

“ Good management is not only the gift of identifying talent, but the art of selective recognition of strengths and weaknesses, and the proper encouragement of the best in any man or woman.”

Feedback: Defined Information about performance Leads to action or change

Information about performance

Leads to action or change

Feedback : Setting Expectations Job Description Setting Clear and Realistic Expectations Knowing Limitations of Employee

Job Description

Setting Clear and Realistic Expectations

Knowing Limitations of Employee

Feedback: It’s all in the technique Giving feedback is the backbone of good supervision. Provide feedback on behavior you want the employee to keep and behavior you want the employee to change. A feedback sandwich consists of criticism "sandwiched" between praise.

Giving feedback is the backbone of good supervision.

Provide feedback on behavior you want the employee to keep and behavior you want the employee to change.

A feedback sandwich consists of criticism "sandwiched" between praise.

Feedback : Making the “Sandwich” The following example shows how the "sandwiching" technique - combining specific praise and criticism - can be used to give an employee feedback. Praise "You did a good job of reflecting the patient’s emotion. I saw her tear up when you said, 'This diagnosis must feel devastating to you.'" Criticism "When you moved on to the exam, she was still crying. I suggest waiting 30 seconds more in silence. It is healing to have someone give you room to feel." Praise "The patient shared her feelings with you, because you appeared relaxed and comfortable with her emotions."

The following example shows how the "sandwiching" technique - combining specific praise and criticism - can be used to give an employee feedback.

Praise "You did a good job of reflecting the patient’s emotion. I saw her tear up when you said, 'This diagnosis must feel devastating to you.'"

Criticism "When you moved on to the exam, she was still crying. I suggest waiting 30 seconds more in silence. It is healing to have someone give you room to feel."

Praise "The patient shared her feelings with you, because you appeared relaxed and comfortable with her emotions."

ROLE PLAY Supervisor - QP Employee - AP GENERAL SCENARIO : Notes do not justify the time billed. Employee is good with consumer but terrible at documentation

Supervisor - QP

Employee - AP

GENERAL SCENARIO :

Notes do not justify the time billed.

Employee is good with consumer but terrible at documentation

Feedback: Qualities of the Chef Be prepared Suggest Corrections Own your opinions Realize your boundaries Know Yourself Be Dramatic Be Real Provide Closure

Be prepared

Suggest Corrections

Own your opinions

Realize your boundaries

Know Yourself

Be Dramatic

Be Real

Provide Closure

Performance Appraisal Give the employee the tool ahead of time to rate his or her own performance Be familiar with the appraisal tool Be able to justify rating and make comments regarding employees performance

Give the employee the tool ahead of time to rate his or her own performance

Be familiar with the appraisal tool

Be able to justify rating and make comments regarding employees performance

Feedback: Start Practicing Inform AP/PP staff that you will be conducting their performance evaluations Send them the performance appraisal tool Gather information to complete the performance appraisal Schedule time to meet with them to give feedback about performance

Inform AP/PP staff that you will be conducting their performance evaluations

Send them the performance appraisal tool

Gather information to complete the performance appraisal

Schedule time to meet with them to give feedback about performance

THANK YOU!!! MARGARET B. MOSS [email_address]