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© 2011 Center for Creative Leadership. All Rights Reserved.
© 2011 Center for Creative Leadership. All Rights Reserved.©2011 Center for Creative Leadership. All Rights Reserved.
Feedback
That Works
© 2011 Center for Creative Leadership. All Rights Reserved.
What Is Feedback?
Information you receive in response to
actions you have taken or behaviors
you have shown others.
© 2011 Center for Creative Leadership. All Rights Reserved.
Why Give Feedback?
© 2011 Center for Creative Leadership. All Rights Reserved.
Why Give Feedback
• To motivate someone to:
• Continue a behavior that increases
their impact and effectiveness
• Stop using a behavior that reduces
their impact and effectiveness
• Begin or modify a behavior that increases
their impact and effectiveness
© 2011 Center for Creative Leadership. All Rights Reserved.
Things We Know About
Feedback
• Feedback is difficult
• It is a skill that must be developed
• It is an essential and a powerful
developmental tool
• Employees expect feedback from their leaders
• Leaders may resist giving feedback
• Feedback helps leaders become agile
learners and skillful leaders
© 2011 Center for Creative Leadership. All Rights Reserved.
Effective Feedback
• Makes information useful to others
• Allows you to replicate and improve performance
• Is developmental in nature
• Is direct
• Is Behaviorally anchored
• Is non-evaluative
© 2011 Center for Creative Leadership. All Rights Reserved.
How To Give Effective Feedback:
The SBI Model
• Situation
• Behavior
• Impact
© 2011 Center for Creative Leadership. All Rights Reserved.
The SBI Feedback Model
• Situation is:
• The specific event or circumstance
• Behavior is:
• Observable actions
• Verbal comments
• Nonverbal behaviors and signals
• Mannerisms
• Impact is:
• What I (or others) think, feel, or do as a result
• I felt … I thought …
• It is not an interpretation or judgment on motivation or intent
© 2011 Center for Creative Leadership. All Rights Reserved.
Situation
• Anchors feedback in time and place
• Helps person to whom the feedback is being given
understand the context
Example: “When you presented our team’s
analysis and recommendations to the senior
management team last Thursday, …”
© 2011 Center for Creative Leadership. All Rights Reserved.
Behavior
• Allows person receiving feedback to know
specifically how they behaved
• Behaviors are things that can be recorded —
visually or aurally
Example: “… You spoke clearly and concisely. You
provided details when making your point and you
answered questions directly …”
© 2011 Center for Creative Leadership. All Rights Reserved.
Impact
• Thoughts, feelings, and actions we take as a
result of people’s Behaviors
• Emotionally
• On the task
• On the group
Example: “… Consequently, the Director
approved the plan and gave it full funding.
I was proud of you.”
© 2011 Center for Creative Leadership. All Rights Reserved.
Pop Quiz – Identify the
Behavior
• Overconfident
• Very aggressive
• Needs to be less tactical and more strategic
• Arrogant
• Analytical; extremely logical in his/her approach
• Good team player who cares about the people in his/her
department
• Extremely productive
• Excellent all-around manager
• Decisive
© 2011 Center for Creative Leadership. All Rights Reserved.
Suggestions for Gathering Feedback
o Collect at least two observations per person
o Notice behaviors from class and social settings
o Record observations as soon as possible
o Look for the positive
o Look for the developmental
o Stick to SBI Model
© 2011 Center for Creative Leadership. All Rights Reserved.
SBI Practice
• Situation
• Behavior
• Impact
© 2011 Center for Creative Leadership. All Rights Reserved.
When Giving Feedback
• Be as specific as possible
• Focus on the changeable
• Speak for yourself
• Speak directly to the person; look at them
• Provide balanced feedback
• Don’t explain away
• Be honest; be kind
• Avoid prescriptions and “shoulds” or “musts”
• Use the Situation-Behavior-Impact (SBI) model
© 2011 Center for Creative Leadership. All Rights Reserved.
• Look at the person giving you feedback.
• Listen for themes and patterns.
• You do not have to agree with the feedback , just
understand what is being said. Remember, people are
sharing their perceptions and are trying to do their best.
• Do not defend, justify, or explain away. Listen!!
• The person receiving the feedback can only ask
questions of clarification when receiving the feedback.
This is not a time for debate.
• Feedback is a gift so after you have received it say:
Thank you!
When Receiving Feedback
© 2011 Center for Creative Leadership. All Rights Reserved.

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Feedback That Works

  • 1. © 2011 Center for Creative Leadership. All Rights Reserved.
  • 2. © 2011 Center for Creative Leadership. All Rights Reserved.©2011 Center for Creative Leadership. All Rights Reserved. Feedback That Works
  • 3. © 2011 Center for Creative Leadership. All Rights Reserved. What Is Feedback? Information you receive in response to actions you have taken or behaviors you have shown others.
  • 4. © 2011 Center for Creative Leadership. All Rights Reserved. Why Give Feedback?
  • 5. © 2011 Center for Creative Leadership. All Rights Reserved. Why Give Feedback • To motivate someone to: • Continue a behavior that increases their impact and effectiveness • Stop using a behavior that reduces their impact and effectiveness • Begin or modify a behavior that increases their impact and effectiveness
  • 6. © 2011 Center for Creative Leadership. All Rights Reserved. Things We Know About Feedback • Feedback is difficult • It is a skill that must be developed • It is an essential and a powerful developmental tool • Employees expect feedback from their leaders • Leaders may resist giving feedback • Feedback helps leaders become agile learners and skillful leaders
  • 7. © 2011 Center for Creative Leadership. All Rights Reserved. Effective Feedback • Makes information useful to others • Allows you to replicate and improve performance • Is developmental in nature • Is direct • Is Behaviorally anchored • Is non-evaluative
  • 8. © 2011 Center for Creative Leadership. All Rights Reserved. How To Give Effective Feedback: The SBI Model • Situation • Behavior • Impact
  • 9. © 2011 Center for Creative Leadership. All Rights Reserved. The SBI Feedback Model • Situation is: • The specific event or circumstance • Behavior is: • Observable actions • Verbal comments • Nonverbal behaviors and signals • Mannerisms • Impact is: • What I (or others) think, feel, or do as a result • I felt … I thought … • It is not an interpretation or judgment on motivation or intent
  • 10. © 2011 Center for Creative Leadership. All Rights Reserved. Situation • Anchors feedback in time and place • Helps person to whom the feedback is being given understand the context Example: “When you presented our team’s analysis and recommendations to the senior management team last Thursday, …”
  • 11. © 2011 Center for Creative Leadership. All Rights Reserved. Behavior • Allows person receiving feedback to know specifically how they behaved • Behaviors are things that can be recorded — visually or aurally Example: “… You spoke clearly and concisely. You provided details when making your point and you answered questions directly …”
  • 12. © 2011 Center for Creative Leadership. All Rights Reserved. Impact • Thoughts, feelings, and actions we take as a result of people’s Behaviors • Emotionally • On the task • On the group Example: “… Consequently, the Director approved the plan and gave it full funding. I was proud of you.”
  • 13. © 2011 Center for Creative Leadership. All Rights Reserved. Pop Quiz – Identify the Behavior • Overconfident • Very aggressive • Needs to be less tactical and more strategic • Arrogant • Analytical; extremely logical in his/her approach • Good team player who cares about the people in his/her department • Extremely productive • Excellent all-around manager • Decisive
  • 14. © 2011 Center for Creative Leadership. All Rights Reserved. Suggestions for Gathering Feedback o Collect at least two observations per person o Notice behaviors from class and social settings o Record observations as soon as possible o Look for the positive o Look for the developmental o Stick to SBI Model
  • 15. © 2011 Center for Creative Leadership. All Rights Reserved. SBI Practice • Situation • Behavior • Impact
  • 16. © 2011 Center for Creative Leadership. All Rights Reserved. When Giving Feedback • Be as specific as possible • Focus on the changeable • Speak for yourself • Speak directly to the person; look at them • Provide balanced feedback • Don’t explain away • Be honest; be kind • Avoid prescriptions and “shoulds” or “musts” • Use the Situation-Behavior-Impact (SBI) model
  • 17. © 2011 Center for Creative Leadership. All Rights Reserved. • Look at the person giving you feedback. • Listen for themes and patterns. • You do not have to agree with the feedback , just understand what is being said. Remember, people are sharing their perceptions and are trying to do their best. • Do not defend, justify, or explain away. Listen!! • The person receiving the feedback can only ask questions of clarification when receiving the feedback. This is not a time for debate. • Feedback is a gift so after you have received it say: Thank you! When Receiving Feedback
  • 18. © 2011 Center for Creative Leadership. All Rights Reserved.