The document discusses feedback and contains three main points: 1. Feedback can be a double-edged sword, as it risks being rejected or the recipient defending themselves instead of being receptive. 2. There is a "feedback stairway" model that outlines different responses to feedback ranging from understanding and processing it to rejecting or defending against it. 3. Research has found that performance went down after feedback in almost 40% of studies, indicating feedback does not always have the intended positive impact.

1. Feedback
A double edged sword
måndag den 22 augusti 2011

2. Can we do better than this?
måndag den 22 augusti 2011

3. CHANGE?
Clarifying question
UNDERSTAND LISTEN & PROCESS
Receptivity is present
EXPLAIN So, what you mean is….
OK, but I……”
Receptivity is absent DEFEND “
“Be that as it may, I still think…”
REJECT
“I won’t accept that, I will not take that from you… .”
Feedback stairway
måndag den 22 augusti 2011

4. The key ingredient of communication is...
Phillip Williams
Chief Negotiator Scotland Yard
måndag den 22 augusti 2011

5. ...the ability to listen
Phillip Williams
Chief Negotiator Scotland Yard
måndag den 22 augusti 2011

6. Do you really listen?
måndag den 22 augusti 2011

7. #Lesson in a tweet
FEEDBACK: Use at your own risk!
«performance went down after feedback in almost 40%
of the studies» Kluger & DeNisi
måndag den 22 augusti 2011