feedback	  why	  how	  what	  when	  jochen	  gürtler	  january	  15th	  2013	  school	  of	  design	  thinking,	  hpi,	  ...
WHO	  is	  jochen?	     2	  
feedback	  what	  is	  it?	  why	  should	  we	  give	  it?	  why	   do	   we	   need	   it?	   when	   should	   we	   gi...
WHY	  	   do	  we	  talk	  	     about	  	  FEEDBACK?	                              4	  
PEOPLE	  leaving	  their	  comfort	  zones	     5	  
SPACE	  for	  trying	  out,	  going	  wild	  and	  failing	     6	  
itera9ve	  PROCESS	  for	  con9nuously	  learning	     7	  
design	  thinking	  create	                    space	  trus<ul	  atmosphere	  to	  innova>on	  by	  combining	  the	      ...
WHY	  	     do	  we	  	     need	  FEEDBACK?	                        9	  
gain	  acceptance	  of	  ideas	  and	  ourselves	  understand	  others	  &	  be	  understood	  learn	  from	  others	  and...
but	  COMMUNICATION	  can	  be	  tricky	     11	  
SEMANTICS	  influences	  communica9on	     12	  
CULTURE	  influences	  communica9on	     13	  
ENVIRONMENT	  influences	  communica9on	     14	  
psychological	  barriers	               semanZc	  barriers	  idiom,	  slang	  precondi>ons,	  fears,	  desires,	     techn...
paralanguage	  volume,	                     proxemics	  psychical	  distance	  tone,	  pitch,	  inflec>on,	  speed,	      b...
open	  self	  informa>on	  about	            blind	  self	  informa>on	  you	  yourself	  that	  you	  and	  others	      ...
avoid	  misunderstandings	  in	  communica>on	  find	  differences	  between	  your	  self	  percepZon	  and	  the	  percepZ...
HOW	   do	  we	  give	     useful	  FEEDBACK?	                          19	  
55%	  is	  body	  language	  (seeing)	  38%	  is	  tone	  of	  voice	  (listening)	  7%	  is	  based	  solely	  on	  words...
ac>ve	  listeners	  take	                       ac>ve	  listeners	  do	  not	  responsibility	  for	                      ...
define	  the	  context	  or	  situa>on	  explain	  your	  emo>ons.	  talk	  for	  yourself	  suggest	  changes	  or	  impro...
offered	  (not	  imposed)	                 specific	  (not	  general)	  self-­‐centered	  (speak	  for	           Zmely	  yo...
1.	  soil	  (praise)	  I	  like	  your	  vivid	     4.	  suggesZon	  maybe	  you	  can	  presenta>on	  …	                 ...
be	  sure	  to	  taste	  your	  words	   before	  you	  spit	  them	  out.	  before	  your	  start	  your	  FEEDBACK	     ...
HOW	     do	  we	  	     handle	  FEEDBACK?	                        26	  
feedback	  is	  a	  GIFT	     27	  
control	  your	  defensiveness	          check	  with	  others	  to	  listen	  acZvely	  to	  understand	     determine	  ...
“feelings	  are	  much	  like	  waves,	  we	  can´t	  stop	  them	  from	  coming	  but	  we	  can	  choose	  which	  one	...
your	  QUESTIONS	  &	  FEEDBACK	  please	     30	  
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feedback : why - how - what -when

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I gave this presentation during the winter track 2012 / 2013 at the School of Design Thinking in Potsdam.

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feedback : why - how - what -when

  1. 1. feedback  why  how  what  when  jochen  gürtler  january  15th  2013  school  of  design  thinking,  hpi,  potsdam    
  2. 2. WHO  is  jochen?   2  
  3. 3. feedback  what  is  it?  why  should  we  give  it?  why   do   we   need   it?   when   should   we   give   it?   how  should   we   give   it?   what   is   good   feedback?  how   to   handle   feedback?   why  do  we  talk  about  it  at  all?       ABOUT  this  session   3  
  4. 4. WHY     do  we  talk     about    FEEDBACK?   4  
  5. 5. PEOPLE  leaving  their  comfort  zones   5  
  6. 6. SPACE  for  trying  out,  going  wild  and  failing   6  
  7. 7. itera9ve  PROCESS  for  con9nuously  learning   7  
  8. 8. design  thinking  create   space  trus<ul  atmosphere  to  innova>on  by  combining  the   try  things  out  and  to  fail,  open  &  right  people,  the  needed  space   construc>ve  feedback  culture  and  a  suppor>ng  process.   within  teams.    people  leave  comfort  zone  &   process  itera>ons  to  learn  do  things  differently,  learn  and   and  to  further  develop  ideas  grow  during  work  needs   need  feedback  at  any  >me  feedback                           FEEDBACK  is  key  for  design  thinking  work   8  
  9. 9. WHY     do  we     need  FEEDBACK?   9  
  10. 10. gain  acceptance  of  ideas  and  ourselves  understand  others  &  be  understood  learn  from  others  and  teach  others  develop  informa>on  express  feelings  and  emo>ons  clarify  roles  and  responsibili>es  achieve  coordinated  ac>ons   WHY  do  we  communicate  at  all?   10  
  11. 11. but  COMMUNICATION  can  be  tricky   11  
  12. 12. SEMANTICS  influences  communica9on   12  
  13. 13. CULTURE  influences  communica9on   13  
  14. 14. ENVIRONMENT  influences  communica9on   14  
  15. 15. psychological  barriers   semanZc  barriers  idiom,  slang  precondi>ons,  fears,  desires,   techno-­‐blabla,  buss-­‐word  bingo,  “blind  fleck/spots”   language  levels  psychical  barriers  noise,   misconcepZon  barriers  comfort  zone,  viola>ons   misunderstanding  verbal  or  non-­‐social  /  cultural  barriers   verbal  social  status,  cultural   (bad)  Zming      background                       be  aware  of  NOISE  in  your  communica9on   15  
  16. 16. paralanguage  volume,   proxemics  psychical  distance  tone,  pitch,  inflec>on,  speed,   between  the  sender  and  the  non-­‐words   receiver  kineZcs  facial  expression,  eye   chronomics  using  >me  as  a  contact,  body  movement,   communica>on  device  posture   appearance  grooming  and     dress                       be  aware  of  NON-­‐VERBAL  communica9on   16  
  17. 17. open  self  informa>on  about   blind  self  informa>on  you  yourself  that  you  and  others   don´t  know  but  others  know  know   about  you    hidden  self  informa>on  you   unknown  self  informa>on  know  about  yourself  but  others   about  yourself  that  neither  you  don´t   or  others  know                       the  JOHARI  window   17  
  18. 18. avoid  misunderstandings  in  communica>on  find  differences  between  your  self  percepZon  and  the  percepZon  of  others  about  your  learn  about  your  blind  self  learn  and  grow  in  general   good  reasons  for  FEEDBACK   18  
  19. 19. HOW   do  we  give   useful  FEEDBACK?   19  
  20. 20. 55%  is  body  language  (seeing)  38%  is  tone  of  voice  (listening)  7%  is  based  solely  on  words  (reading)   feedback  is  MORE  than  words  we  say   20  
  21. 21. ac>ve  listeners  take   ac>ve  listeners  do  not  responsibility  for   interrupt  understanding  what  the  sender  is  trying  to  communicate   ac>ve  listeners  ask  if  they  ac>ve  listeners  show  interest   do  not  understand  with  words,  mimics  and  gestures      ac>ve  listeners  only  listen                   ACTIVE  LISTENING  is  simplest  feedback   21  
  22. 22. define  the  context  or  situa>on  explain  your  emo>ons.  talk  for  yourself  suggest  changes  or  improvements   3  steps  to  CONSTRUCTIVE  FEEDBACK   22  
  23. 23. offered  (not  imposed)   specific  (not  general)  self-­‐centered  (speak  for   Zmely  yourself)   focused  on  soluZons  (not  focused  on  content  (not  on   problems)  person)   balanced  (not  one-­‐sided,  clear  and  straight   include  posi>ve  aspects  descripZve  (not  judging)   an  honest  offered  to  help     friendly                     WHAT  is  good  feedback?   23  
  24. 24. 1.  soil  (praise)  I  like  your  vivid   4.  suggesZon  maybe  you  can  presenta>on  …   consider  …  ,  have  you  thought  2.  observaZon  i  saw  that  you   about  ……  ,  you  have  men>oned  ...,  you   5. suggested  impact  you  have  pointed  out  …   would  clarify  ...,  your  ideas  3.  impact  it  was  interes>ng  for   would  be  more  compelling  ...  me  to  see  that  …,  i  have  not   6.  tone  altogether  i  enjoyed  it  ..  understood  …   thanks  for  your  efforts.                         enjoy  your  FEEDBACK  BURGER   24  
  25. 25. be  sure  to  taste  your  words   before  you  spit  them  out.  before  your  start  your  FEEDBACK   25  
  26. 26. HOW   do  we     handle  FEEDBACK?   26  
  27. 27. feedback  is  a  GIFT   27  
  28. 28. control  your  defensiveness   check  with  others  to  listen  acZvely  to  understand   determine  the  reliability  of  defer  judgment   the  feedback  respect  what  you  hear   remember  only  you  have  ask  quesZons  to  clarify   the  right  and  the  ability  to   decide  what  to  do  with  be  approachable   your  feedback                       HOW  to  handle  feedback?   28  
  29. 29. “feelings  are  much  like  waves,  we  can´t  stop  them  from  coming  but  we  can  choose  which  one  to  surf.”  -­‐  Jonatan  Mårtensso   NOBODY  can  create  your  emo9ons   29  
  30. 30. your  QUESTIONS  &  FEEDBACK  please   30  

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