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How to give feedback when somebody's wrong

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Find out why negative feedback is necessary for success, and how you can make it a win-win scenario every time.

Published in: Education

How to give feedback when somebody's wrong

  1. 1. HOW TO GIVE FEEDBACK WHEN SOMEBODY’S WRONG
  2. 2. DO YOU DREAD GIVING NEGATIVE/CORRECTIVE/ CONSTRUCTIVE FEEDBACK?
  3. 3. DO YOU DREAD GIVING NEGATIVE/CORRECTIVE/ CONSTRUCTIVE FEEDBACK? Here’s how to ensure it’s a win-win for both of you.
  4. 4. FIRSTLY, CLEAR YOUR CONSCIENCE Understand it’s okay to give negative feedback. 1
  5. 5. A Gallup Inc. study found that employees who receive negative feedback from their managers are 20 times more likely to be engaged at work than their co-workers who are receiving little to no feedback. DID YOU KNOW 1 • CLEAR YOUR CONSCIENCE
  6. 6. 1 • CLEAR YOUR CONSCIENCE TAKE IT FROM BILL: We all need people who will give us feedback. That’s how we improve. -BILL GATES
  7. 7. 1 • CLEAR YOUR CONSCIENCE TAKE IT FROM BILL: We all need people who will give us feedback. That’s how we improve. -BILL GATES OR FROM STEVE IF YOU WISH: My job is not to be easy on people. My job is to make them better. -STEVE JOBS
  8. 8. AND IF YOU’RE STILL NOT CONVINCED... ...in the Harvard Business Review, a survey of 900 global employees found that 57% of respondents prefer corrective feedback to praise and recognition. 1 • CLEAR YOUR CONSCIENCE1 • CLEAR YOUR CONSCIENCE
  9. 9. 1 • CLEAR YOUR CONSCIENCE Feedback is the breakfast of champions. - AUTHOR AND MANAGEMENT EXPERT, KEN BLANCHARD 1 • CLEAR YOUR CONSCIENCE
  10. 10. 1 • CLEAR YOUR CONSCIENCE Feedback is the breakfast of champions. - AUTHOR AND MANAGEMENT EXPERT, KEN BLANCHARD YOU JUST NEED TO SERVE IT RIGHT. 1 • CLEAR YOUR CONSCIENCE
  11. 11. THESE INGREDIENTS ARE OUT: 1 • CLEAR YOUR CONSCIENCE
  12. 12. THESE INGREDIENTS ARE OUT: • Assigning blame • Sugarcoating • Beating around the bush • Passive-aggression • Sarcasm • Indirect threats • “I’m right, you’re wrong” • One-way conversations • Character assassinations 1 • CLEAR YOUR CONSCIENCE
  13. 13. THESE INGREDIENTS ARE IN: 1 • CLEAR YOUR CONSCIENCE
  14. 14. THESE INGREDIENTS ARE IN: • Honest • Straightforward • Immediate 1 • CLEAR YOUR CONSCIENCE
  15. 15. Criticism may not be agreeable, but it is necessary. It fulfils the same function as pain in the human body. It calls attention to an unhealthy state of things. – WINSTON CHURCHILL
  16. 16. PICK THE RIGHT CHANNEL Use the channel that’ll give you maximum room for honesty, and minimum room for misunderstandings. 2
  17. 17. WHAT NOT TO USE: Email 2 • PICK THE RIGHT CHANNEL
  18. 18. WHAT NOT TO USE: Email Phone 2 • PICK THE RIGHT CHANNEL
  19. 19. WHAT NOT TO USE: Words can be misconstrued, and the message can easily be received in a negative way. Email Phone Social Media 2 • PICK THE RIGHT CHANNEL
  20. 20. TO ENSURE A POSITIVE OUTCOME, GO SOMEWHERE PRIVATE AND TALK TO THEM FACE-TO-FACE.
  21. 21. THROW THE OLD SANDWICH AWAY It will do more harm than good. 3
  22. 22. POSITIVE FEEDBACK 3 • THROW THE OLD SANDWICH AWAY
  23. 23. POSITIVE FEEDBACK NEGATIVE FEEDBACK 3 • THROW THE OLD SANDWICH AWAY
  24. 24. POSITIVE FEEDBACK NEGATIVE FEEDBACK POSITIVE FEEDBACK 3 • THROW THE OLD SANDWICH AWAY
  25. 25. THE SANDWICH TECHNIQUE: “Thanks for getting that article back to me on time. Unfortunately the whole thing was wrong and you’ll have to start over. But you have been doing so well this week and I’m really proud of you. “ 3 • THROW THE OLD SANDWICH AWAY
  26. 26. THE SANDWICH TECHNIQUE: “Thanks for getting that article back to me on time. Unfortunately the whole thing was wrong and you’ll have to start over. But you have been doing so well this week and I’m really proud of you. “ Rather get straight to the point 3 • THROW THE OLD SANDWICH AWAY
  27. 27. TOO MANY PEOPLE SEE THROUGH THE “SANDWICH” NOW. IT MAKES YOU SOUND INSINCERE, AND DILUTES THE MESSAGE.
  28. 28. GIVE THEM AN SBI Use the Situation Behaviour Impact Technique. 4
  29. 29. SITUATION Put the feedback into context by telling them where and when the situation occurred. 4 • GIVE THEM AN SBI
  30. 30. SITUATION Put the feedback into context by telling them where and when the situation occurred. Yesterday afternoon, when we were having our weekly meeting… 4 • GIVE THEM AN SBI
  31. 31. BEHAVIOUR Describe the specific behaviour that took place. 4 • GIVE THEM AN SBI
  32. 32. BEHAVIOUR Describe the specific behaviour that took place. ...I noticed you struggled to find your notes, and came ten minutes late. 4 • GIVE THEM AN SBI
  33. 33. BEHAVIOUR Describe the specific behaviour that took place. ...I noticed you struggled to find your notes, and came ten minutes late. Always focus on the behaviour never the person. This keeps things from getting personal. TIP 4 • GIVE THEM AN SBI
  34. 34. IMPACT Use “I” statements to describe how their behaviour has affected you or the team. 4 • GIVE THEM AN SBI
  35. 35. IMPACT Use “I” statements to describe how their behaviour has affected you or the team. I felt embarrassed because the entire board was there. I’m concerned this has impacted the team’s reputation. 4 • GIVE THEM AN SBI
  36. 36. IMPACT Use “I” statements to describe how their behaviour has affected you or the team. I felt embarrassed because the entire board was there. I’m concerned this has impacted the team’s reputation. Don’t hide behind “we” statements. Always speak from your point of view. This keeps it honest. TIP 4 • GIVE THEM AN SBI
  37. 37. Negative feedback can make us bitter or better. – ROBIN SHARMA
  38. 38. STICK TO THE FACTS COGNITION > EMOTION Don’t let your sentiments derail the conversation. Stay objective by backing your feedback with facts. 5
  39. 39. DONT SAY: “Your bad behaviour is getting on everybody’s nerves!” 5 • STICK TO THE FACTS
  40. 40. RATHER SAY:DONT SAY: “Your bad behaviour is getting on everybody’s nerves!” “Over the past two days, I’ve received five complaints about you sleeping at your desk.” 5 • STICK TO THE FACTS
  41. 41. Raise your words,not your voice. It is the rain that grows flowers, not thunder. – RUMI
  42. 42. USE THE MAGICAL PHRASE Understand that every word you weave into your feedback can have a powerful effect. 6
  43. 43. A team of psychologists from Yale, Columbia, Stanford, and elsewhere, found that this simple phrase makes feedback 40% more effective: “I’m giving you these comments because I have very high expectations and I know that you can reach them.” DID YOU KNOW 6 • USE THE MAGICAL PHRASE
  44. 44. IT WORKS BECAUSE IT SIGNALS TO THEM: They’re part of a team 1 2 3 6 • USE THE MAGICAL PHRASE
  45. 45. IT WORKS BECAUSE IT SIGNALS TO THEM: They’re part of a team There are high standards 1 2 3 6 • USE THE MAGICAL PHRASE
  46. 46. IT WORKS BECAUSE IT SIGNALS TO THEM: They’re part of a team There are high standards You believe they can reach those standards 1 2 3 6 • USE THE MAGICAL PHRASE
  47. 47. It has long been an axiom of mine that the little things are infinitely the most important. – ARTHUR CONAN DOYLE
  48. 48. OFFER A CLEAR SOLUTION Leave them with specific directions as to how they can rectify their behaviour. 7
  49. 49. DONT SAY: “Don’t ever do that again.” 7 • OFFER A CLEAR SOLUTION
  50. 50. DONT SAY: “Don’t ever do that again.” RATHER SAY: "I want you to follow the guidelines word for word in future." 7 • OFFER A CLEAR SOLUTION
  51. 51. Problem talk creates problems. Solutions talk creates solutions. – AUTHOR AND PSYCHOTHERAPIST, STEVE DE SHAZER
  52. 52. FINALLY, LEVEL THE PLAYING FIELD Mastering feedback isn’t just about giving it. 8
  53. 53. Forbes found that employees are 74% more engaged when their managers ask for feedback on their performance. DID YOU KNOW 8 • FINALLY, LEVEL THE PLAYING FIELD
  54. 54. IF YOU REALLY WANT TO GROW A FEEDBACK CULTURE, LEAD BY EXAMPLE, AND INVITE IT.
  55. 55. WHAT ELSE DO YOU WANT TO LEARN TODAY?
  56. 56. www.getsmarter.ac IMPROVING LIVES THROUGH BETTER EDUCATION

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