This document provides guidance on effective communication and feedback techniques for performance management. It discusses the importance of active listening, planning feedback conversations, focusing feedback on observable behaviors, delivering feedback in a constructive manner, involving the employee in problem-solving, setting clear expectations and goals for improvement, and following up to ensure progress is made. The overall message is that regular feedback is essential for employees to learn and develop their skills.

2. • Active Listening
• Giving Feedback
• Positive Feedback
• Improving Performance
• Addressing Ineffective Work Habits

3. Active Listening
• Stop – Pay attention and do not interrupt
• Look – Make eye contact and get onto the same level as the
person
• Listen – Focus on what the person is saying
• Respond – Restate and use open questions for
confirmation.

4. Giving Feedback
• Plan what you intend to say
• Be aware of your emotional state
• Be patient
• Be specific, not general
• Focus on behavior that can be changed.

5. Giving Feedback
Feedback should be:
• Positive, constructive and corrective
• Clear and concise
• Delivered as soon as possible after the action for which it is
being provided.

7. Positive Feedback
• Describe the positive performance result or work habit using
specific details
• Ask the employee to identify elements that contributed to
success.
• Discuss ways in which you and the employee can support
continued positive results.

8. Positive Feedback
• Reinforce for the employee the value of the work and how it fits
in with the goals of the work unit or department.
• Show your appreciation for the positive results and your
confidence that the employee will continue to perform
satisfactorily.

9. Improve Performance
• Describe the issue or problem, referring to specific behaviors or
expectations.
• Involve the employee in the problem-solving process to identify
the problem.
• Brainstorm and write down possible solutions.

10. Improve Performance
• Decide on specific actions to be taken by each of you to correct
the problem.
• Agree on a follow-up date.
• Document key elements of the session.

11. Addressing Ineffective Work Habits
• Describe in detail the poor work habit observed.
• Say why it concerns you, in terms of its specific impact on the
department.
• Ask why it occurred and listen non-judgementally to the
explanation. Describe the need for change and ask for ideas.

12. Addressing Ineffective Work Habits
• Discuss each idea and offer your help.
• Agree on specific actions to be taken and set specific follow-up
date.
• Document key elements of the session.

13. 7 Criteria for Effective Feedback
1. The feedback provider is credible in the eyes of the feedback
recipient.
2. The feedback provider is trusted by the feedback recipient.
3. The feedback is conveyed with good intentions
4. The timing and circumstances of giving the feedback are
appropriate
5. The feedback is given in an interactive manner
6. The feedback message is clear
7. The feedback is helpful to the recipient

14. “Most of life is on-the-job training. Some of the most
important things can be learned in the process of doing
them. You do something and you get feedback – about
what works and what doesn’t. If you don’t do anything for
fear of doing it wrong, poorly, or badly, you never get any
feedback and therefore you never get to improve.”
- Jack Canfield