Linda Dulye presented 7 practices for improving feedback conversations in the workplace: 1) Change paradigms from assuming to polling for feedback; 2) Redesign feedback models for regular two-way communication; 3) Give employees meaningful messages to discuss; 4) Tune into opposing views and encourage constructive feedback; 5) Get a pulse through regular quick polls; 6) Be responsive by quickly sharing and acting on feedback; 7) Create an APP by adapting practices, partnering across teams, piloting, and sharing progress. The presentation provided tools and case studies to implement the 7 practices for more effective feedback conversations.

1. In Search of Feedback 7 Practices to Pump Up Conversations in Your Workplace Jan. 25, 2011 Linda Dulye, president / founder, Dulye & Co.

2. Welcome All Gary Spondike- IABC Detroit Gary Spondike President, IABC Detroit Director-Elect IABC Heritage Region detroit.iabc.com Email: gspondike@skidmorestudio.com

3. Today’s Presenter Linda Dulye | President / Founder

4. In Search of Feedback Overview:Dulye & Co. Conversation Catalysts:Tested tools and actionable practices to improve how to get feedback and how to use it

5. Dulye & Co.

6. 7 Practices to Pump Up Conversations Raise the Bar on Feedback Change paradigms Redesign models Give them something to talk about Tune in opposing views Get a pulse Be responsive Create an APP

7. 1. Change Paradigms Don’t presume, poll.

9. What is feedback?Assess current knowledge / awareness of leaders.

10. Shift to Performance-Based Paradigm Poor Average Great Feedback fuels business results and organizational performance. Employee population Employee productivity Spectator-Filled to Spectator-Free™

12. valuable

14. What’s Your Current State of Feedback Practices How often do senior leaders in your business group or function directly ask employees for feedback? Running on empty

15. Redesign Job Requirements Manager talent development will fuel feedback.

16. Steamroller Factor! 1-WAY CASCADE Roll-outs. Feedback-free design. 1-way culture impedes performance and productivity.

17. Redesign for Maximum Feedback: 4R Cycle Model Elements of effective 2-way communications.

18. Redesign Example: Lunch with the Boss Example

19. New Spectator-Free Model: Lunch with the Boss Example

21. Agendas with built-in listening timeYou have to listen more than ever

22. Redesign Leader Walk-Arounds Your business leader here?

23. Award Winning Model: Elevate Ideas that Add Value More than a stroll! Major innovation and cost savings driver Facility Map with Zones Feedback Notepad Coaching Guide Quality Check Employee Liaisons

24. 3. Give Them Something to Talk About Meaningful messages cut through information overload and connect with ME

25. Nail the Message: Content Planning Tool Engage leaders to plan and prioritize key messages—as a management team. What 3 things do you want people to remember? Understand?

26. Create a Connection with Each Message Key message to communicate What business goal does this support? Why is this important to our dept./co.? Why is this important to your/ our team? Why is this important to our customers? Localize, personalize—and go from ME to WE.

27. Support Messages with Story Telling Supplier Employee at another site Industry Expert Customer Widen perspectives to changes underway in your industry and with competitors

29. Localization guide

30. Hot question for team discussion

31. Feedback capture tool Key Message Toolkit Manager attitude and aptitude directly affects the volume and quality of feedback.

32. 4. Tune in Opposing Views Conflict… averse? receptive? Is diversity truly appreciated?

33. Is it Really Safe to Speak Up? When it comes to listening to feedback that is considered negative or contrary in tone or content, how comfortable are:

34. Elevate Inquiry to Encourage Constructive Feedback Track current questioning techniques—then set a goal to double open-ended questions.

36. Podcasts

37. Peer-to-peer network

38. Help deskEXAMPLE: 3-minute manager tutorial: ‘How to tune in when the conversation gets tough”

39. Reward Constructive Feedback On 3 levels Visual Vocal Written

40. 5. Get a Pulse Supplement surveys with quick polling snapshots

41. The daily business rhythm constantly challenges engagement and productivity 1 = Poor2 = Fair3 = Good 4= Excellent Poor Excellent You Can’t Run a Business with 12-Month Old Feedback

42. Activate a Steady Stream of Feedback

43. Snapshot Tools: In-Seat Pulsing Feedback Form Example Build into meetings Targeted questions: 5-7 multiple choice, 1 open, 1 demographic Conduct online, by PDA or hard copy Complete before meeting adjourns Repeat regularly with consistency in format and metrics

45. Site specific or multi-site representation / Reward different views with selection

46. On-the-job work assignments

47. Serve as instant focus group and filter-free feedback resourceValued and valuable direct connection.

49. Manage Town Hall improvement programCase study available at www.dulye.com.

50. Stop the Silent Treatment! Baseline: 130 global leaders 30 minutes into meeting… you get the picture.

51. Action Team Case Study: Feedback Catalysts

52. Case Study Results: After Action Team Program Leader Poll: Identify biggest improvements in Town Hall Meetings

53. Case Study Results: After Action Teams Leader Poll: Impact of new Town Hall Program

54. 6. Be Responsive Optimize Feedback: Speed to Get it and Use it!

55. Use it or Lose it: Speed Simmers ‘Survey Fatigue’ How quickly do you share feedback from Town Hall Meetings with employees? High Octane!

56. Speed Matters! So Do Reporting Practices. Share results with executives only? Not good enough! Transparency… promotes trust, engagement and fights fatigue(of surveys, snapshots and conversations).

57. Simplify Reporting with Dashboards Fast, Filter-free – live collection and viewing Visually rich –bar charts and pie graphs Captures quantitative and qualitative data (no scrubbing) Multi-purpose: Collect, package, project/communicate Dashboard Tool

61. Partner with line of business leader, other functional group, employee action team

63. Partner

64. PilotHold a practice swap! Share examples & progress

65. Recap: 7 Practices to Pump Up Conversations Change paradigms Redesign models Give them something to talk about Tune in opposing views Get a pulse Be responsive Create an APP

66. IABC Items of Interest February 2011 is Worldwide IABC Membership Month! For new or lapsed members who join/re-join IABC, the $40 application fee is waived Log onto iabc.com for complete details. Mark your calendars for: IABC Heritage Region Conference October 9-11, 2011 Westin Book Cadillac Hotel, Detroit, MI

67. Thanks for Listening. Keep the Dialogue Going… Linda Dulye, President, Dulye & Co. ldulye@dulye.com 845 987 7744 twitter.com/dulye 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.