In Search of Feedback<br />7 Practices to Pump Up Conversations in Your Workplace<br />Jan. 25, 2011     Linda Dulye, pres...
Welcome All<br />Gary Spondike- IABC Detroit<br />Gary Spondike<br />President, IABC Detroit<br />Director-Elect IABC Heri...
Today’s Presenter<br />Linda Dulye | President / Founder <br />
In Search of Feedback<br />Overview:Dulye & Co.<br />Conversation Catalysts:Tested tools and actionable practices to impro...
Dulye & Co.<br />
7 Practices to Pump Up Conversations <br />Raise the 	Bar on Feedback<br />Change paradigms<br />Redesign models<br />Give...
1. Change Paradigms<br />Don’t presume, poll.<br />
Start with the Basics<br /><ul><li>What is effective communications?
What is feedback?</li></ul>Assess current knowledge / awareness of leaders.<br />
Shift to Performance-Based Paradigm<br />Poor<br />Average<br />Great<br />Feedback fuels business results and organizatio...
 Foundation for Improvement Plans<br />Take the mystery and FEAR out of feedback.<br />See feedback as:<br /><ul><li> esse...
valuable
a gift!  </li></li></ul><li>2. Redesign Models<br />No roll-outs. No cascades.<br />You need a steady rhythm of feedback t...
What’s Your Current State of Feedback Practices<br />How often do senior leaders in your business group or function direct...
Redesign Job Requirements<br />Manager talent development will fuel feedback.<br />
Steamroller Factor!<br />1-WAY<br />CASCADE<br />Roll-outs.<br />Feedback-free<br />design.<br />1-way culture impedes per...
Redesign for Maximum Feedback: 4R Cycle Model<br />Elements of effective 2-way communications.<br />
Redesign Example: Lunch with the Boss Example<br />
New Spectator-Free Model: Lunch with the Boss Example <br />
Redesign to Stimulate Feedback<br />Ramp up listening with:<br /><ul><li>PDA bans and collection bins
 Agendas with built-in listening time</li></ul>You have to listen more than ever<br />
Redesign Leader Walk-Arounds<br />Your business leader here?<br />
Award Winning Model: Elevate Ideas that Add Value <br />More than a stroll! Major innovation and cost savings driver<br />...
3. Give Them Something to Talk About<br />  Meaningful messages 	   cut through information overload and connect with ME<b...
Nail the Message: Content Planning Tool<br />Engage leaders to plan and prioritize key messages—as a management team.<br /...
Create a Connection with Each Message <br />Key message to communicate<br />What business goal does this support?<br />Why...
Support Messages with Story Telling<br />Supplier<br />Employee at another<br />site<br />Industry<br />Expert<br />Custom...
Help Managers Communicate Tough Topics<br /><ul><li>High level messages
Localization guide
Hot question for team discussion
Feedback capture tool </li></ul>Key Message Toolkit<br />Manager attitude and aptitude directly affects the volume and qua...
4. Tune in Opposing Views<br />Conflict…<br />averse?<br />receptive?<br />Is diversity truly appreciated? <br />
Is it Really Safe to Speak Up?<br />When it comes to listening to feedback that is considered negative or contrary in tone...
Elevate Inquiry to Encourage Constructive Feedback<br />Track current questioning techniques—then set a goal to double ope...
Coach Managers to Be a Sponge<br />Mix live and on-demand learning platforms:<br /><ul><li>Webinars
Podcasts
Peer-to-peer network
Help desk</li></ul>EXAMPLE:<br />3-minute manager tutorial: ‘How to tune in when the conversation gets tough” <br />
Reward Constructive Feedback<br />On 3 levels<br />Visual<br />Vocal<br />Written<br />
5. Get a Pulse<br />Supplement surveys with quick polling snapshots<br />
The daily business rhythm constantly challenges engagement and productivity<br />1 = Poor2 = Fair3 = Good	4= Excellent<br ...
Activate a Steady Stream of Feedback<br />
Snapshot Tools: In-Seat Pulsing<br />Feedback Form Example<br />Build into meetings<br />Targeted questions:  5-7 multiple...
Direct Pulsing: Connect through Action Teams<br /><ul><li>Volunteer, diverse, front-line support team to line of business ...
Site specific or multi-site representation / Reward different views with selection
On-the-job work assignments
Serve as instant focus group and filter-free feedback resource</li></ul>Valued and valuable direct connection.<br />
Award-Winning Example: Thermo-Fisher Scientific<br /><ul><li>Supported by Process Excellence program
Manage Town Hall      improvement program</li></ul>Case study available at www.dulye.com.<br />
Stop the Silent Treatment!<br />Baseline: 130 global leaders<br />30 minutes into meeting…<br />you get the picture.<br />
Action Team Case Study: Feedback Catalysts<br />
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Detroit IABC Webinar In Search of Feedback: 7 Practices to Pump Up Conversations in Your Workplace

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Detroit IABC Webinar In Search of Feedback: 7 Practices to Pump Up Conversations in Your Workplace

  1. 1. In Search of Feedback<br />7 Practices to Pump Up Conversations in Your Workplace<br />Jan. 25, 2011 Linda Dulye, president / founder, Dulye & Co.<br />
  2. 2. Welcome All<br />Gary Spondike- IABC Detroit<br />Gary Spondike<br />President, IABC Detroit<br />Director-Elect IABC Heritage Region<br />detroit.iabc.com<br />Email: gspondike@skidmorestudio.com<br />
  3. 3. Today’s Presenter<br />Linda Dulye | President / Founder <br />
  4. 4. In Search of Feedback<br />Overview:Dulye & Co.<br />Conversation Catalysts:Tested tools and actionable practices to improve how to get feedback and how to use it<br />
  5. 5. Dulye & Co.<br />
  6. 6. 7 Practices to Pump Up Conversations <br />Raise the Bar on Feedback<br />Change paradigms<br />Redesign models<br />Give them something to talk about<br />Tune in opposing views<br />Get a pulse<br />Be responsive<br />Create an APP<br />
  7. 7. 1. Change Paradigms<br />Don’t presume, poll.<br />
  8. 8. Start with the Basics<br /><ul><li>What is effective communications?
  9. 9. What is feedback?</li></ul>Assess current knowledge / awareness of leaders.<br />
  10. 10. Shift to Performance-Based Paradigm<br />Poor<br />Average<br />Great<br />Feedback fuels business results and organizational performance.<br />Employee population<br />Employee productivity<br />Spectator-Filled to Spectator-Free™<br />
  11. 11. Foundation for Improvement Plans<br />Take the mystery and FEAR out of feedback.<br />See feedback as:<br /><ul><li> essential
  12. 12. valuable
  13. 13. a gift! </li></li></ul><li>2. Redesign Models<br />No roll-outs. No cascades.<br />You need a steady rhythm of feedback to optimally run a business. <br />
  14. 14. What’s Your Current State of Feedback Practices<br />How often do senior leaders in your business group or function directly ask employees for feedback?<br />Running <br />on empty<br />
  15. 15. Redesign Job Requirements<br />Manager talent development will fuel feedback.<br />
  16. 16. Steamroller Factor!<br />1-WAY<br />CASCADE<br />Roll-outs.<br />Feedback-free<br />design.<br />1-way culture impedes performance and productivity. <br />
  17. 17. Redesign for Maximum Feedback: 4R Cycle Model<br />Elements of effective 2-way communications.<br />
  18. 18. Redesign Example: Lunch with the Boss Example<br />
  19. 19. New Spectator-Free Model: Lunch with the Boss Example <br />
  20. 20. Redesign to Stimulate Feedback<br />Ramp up listening with:<br /><ul><li>PDA bans and collection bins
  21. 21. Agendas with built-in listening time</li></ul>You have to listen more than ever<br />
  22. 22. Redesign Leader Walk-Arounds<br />Your business leader here?<br />
  23. 23. Award Winning Model: Elevate Ideas that Add Value <br />More than a stroll! Major innovation and cost savings driver<br />Facility<br />Map with Zones <br />Feedback<br />Notepad<br />Coaching Guide<br />Quality<br />Check<br />Employee Liaisons<br />
  24. 24. 3. Give Them Something to Talk About<br /> Meaningful messages cut through information overload and connect with ME<br />
  25. 25. Nail the Message: Content Planning Tool<br />Engage leaders to plan and prioritize key messages—as a management team.<br />What 3 things do you want people to remember? Understand?<br />
  26. 26. Create a Connection with Each Message <br />Key message to communicate<br />What business goal does this support?<br />Why is this important to our dept./co.?<br />Why is this important to your/ our team?<br />Why is this important to our customers?<br />Localize, personalize—and go from ME to WE.<br />
  27. 27. Support Messages with Story Telling<br />Supplier<br />Employee at another<br />site<br />Industry<br />Expert<br />Customer<br />Widen perspectives to changes underway in your industry and with competitors<br />
  28. 28. Help Managers Communicate Tough Topics<br /><ul><li>High level messages
  29. 29. Localization guide
  30. 30. Hot question for team discussion
  31. 31. Feedback capture tool </li></ul>Key Message Toolkit<br />Manager attitude and aptitude directly affects the volume and quality of feedback.<br />
  32. 32. 4. Tune in Opposing Views<br />Conflict…<br />averse?<br />receptive?<br />Is diversity truly appreciated? <br />
  33. 33. Is it Really Safe to Speak Up?<br />When it comes to listening to feedback that is considered negative or contrary in tone or content, how comfortable are:<br />
  34. 34. Elevate Inquiry to Encourage Constructive Feedback<br />Track current questioning techniques—then set a goal to double open-ended questions.<br />
  35. 35. Coach Managers to Be a Sponge<br />Mix live and on-demand learning platforms:<br /><ul><li>Webinars
  36. 36. Podcasts
  37. 37. Peer-to-peer network
  38. 38. Help desk</li></ul>EXAMPLE:<br />3-minute manager tutorial: ‘How to tune in when the conversation gets tough” <br />
  39. 39. Reward Constructive Feedback<br />On 3 levels<br />Visual<br />Vocal<br />Written<br />
  40. 40. 5. Get a Pulse<br />Supplement surveys with quick polling snapshots<br />
  41. 41. The daily business rhythm constantly challenges engagement and productivity<br />1 = Poor2 = Fair3 = Good 4= Excellent<br /> Poor Excellent<br /> You Can’t Run a Business with 12-Month Old Feedback<br />
  42. 42. Activate a Steady Stream of Feedback<br />
  43. 43. Snapshot Tools: In-Seat Pulsing<br />Feedback Form Example<br />Build into meetings<br />Targeted questions: 5-7 multiple choice, 1 open, 1 demographic<br />Conduct online, by PDA or hard copy <br />Complete before meeting adjourns<br />Repeat regularly with consistency in format and metrics<br />
  44. 44. Direct Pulsing: Connect through Action Teams<br /><ul><li>Volunteer, diverse, front-line support team to line of business leader and function
  45. 45. Site specific or multi-site representation / Reward different views with selection
  46. 46. On-the-job work assignments
  47. 47. Serve as instant focus group and filter-free feedback resource</li></ul>Valued and valuable direct connection.<br />
  48. 48. Award-Winning Example: Thermo-Fisher Scientific<br /><ul><li>Supported by Process Excellence program
  49. 49. Manage Town Hall improvement program</li></ul>Case study available at www.dulye.com.<br />
  50. 50. Stop the Silent Treatment!<br />Baseline: 130 global leaders<br />30 minutes into meeting…<br />you get the picture.<br />
  51. 51. Action Team Case Study: Feedback Catalysts<br />
  52. 52. Case Study Results: After Action Team Program<br />Leader Poll: Identify biggest improvements in Town Hall Meetings<br />
  53. 53. Case Study Results: After Action Teams<br />Leader Poll: Impact of new Town Hall Program<br />
  54. 54. 6. Be Responsive<br />Optimize Feedback:<br />Speed to Get it and<br />Use it!<br />
  55. 55. Use it or Lose it: Speed Simmers ‘Survey Fatigue’<br />How quickly do you share feedback from Town Hall Meetings with employees?<br />High Octane!<br />
  56. 56. Speed Matters! So Do Reporting Practices.<br />Share results with executives only? Not good enough! <br />Transparency…<br />promotes trust, engagement and fights fatigue(of surveys, snapshots and conversations).<br />
  57. 57. Simplify Reporting with Dashboards<br />Fast, Filter-free – live collection and viewing<br />Visually rich –bar charts and pie graphs<br />Captures quantitative and qualitative data (no scrubbing)<br />Multi-purpose: Collect, package, project/communicate <br />Dashboard Tool<br />
  58. 58. Include Follow-Up Plans for Using Feedback<br /><ul><li>Identify follow-up actions, response time and responsibility </li></ul>Action Planning Tool<br />
  59. 59. Feedback Follow-Up: Leader Road Show Example<br /><ul><li>Rapid feedback capture and same-day results review with business leader</li></li></ul><li> The Gift of Feedback: Take Down Barriers<br />Use feedback to coach leaders and redesign practices create a feedback-friendly culture.<br />Visual<br />Vocal<br />Verbal<br />3V<br />leader<br />
  60. 60. 7. Create an APP<br /><ul><li>Adapt a tool or technique
  61. 61. Partner with line of business leader, other functional group, employee action team
  62. 62. Pilot practice, then expand across business area</li></ul>Create an APP<br /><ul><li>Adapt
  63. 63. Partner
  64. 64. Pilot</li></ul>Hold a practice swap! <br />Share examples & progress<br />
  65. 65. Recap: 7 Practices to Pump Up Conversations <br />Change paradigms<br />Redesign models<br />Give them something to talk about<br />Tune in opposing views<br />Get a pulse<br />Be responsive<br />Create an APP<br />
  66. 66. IABC Items of Interest<br />February 2011 is Worldwide IABC Membership Month! For new or lapsed members who join/re-join IABC, the $40 application fee is waived<br />Log onto iabc.com for complete details.<br />Mark your calendars for:<br />IABC Heritage Region Conference<br />October 9-11, 2011<br />Westin Book Cadillac Hotel, Detroit, MI<br />
  67. 67. Thanks for Listening. Keep the Dialogue Going…<br />Linda Dulye, President, Dulye & Co.<br />ldulye@dulye.com<br />845 987 7744<br />twitter.com/dulye<br />The entire contents of the presentation are proprietary to Dulye & Co. This material may be not be copied or reproduced for any purpose. Any reproduction or disclosure requires the prior consent of Dulye & Co. For more information, please contact Roger Gibboni, Business Manager, at 845-987-7744 or rgibboni@dulye.com.<br />

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