How to give and receive feedback the good way

OCTO Part of Accenture Digital © 2019 - All rights reserved
How to give and receive feedback the right way
May 2019
1

OCTO Part of Accenture Digital © 2019 - All rights reserved 2
IT Consulting &
Outstanding Software
3
INTERNATIONAL
SUBSIDIARIES
AUSTRALIA –
MOROCCO
SWITZERLAND
HEADQUARTERS
PARIS
650 employees
500 Consultants, Experts and Coaches
all well-versed in technology,
methodology, and sensitive to
professional challenges
OCTO TECHNOLOGY Sydney

3
OUR ECOSYSTEM
Employee 1st company
Diversified contexts to grow
consultants expertise along their
career
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ANALYTICS
SCALING
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& INTEGRATION
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BOT EXPERIENCE
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CRAFTSMANSHIP
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EXPERIENCE
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AND TECHNOLOGIES
NEW DATA
ARCHITECTURE
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APPLICATION
SECURITY

๏ Father of 2
๏ Climbing & Sailing
๏ Organisation coach &
consultant
๏ In Sydney since 3 months!
4
SPEAKER: Romain Vailleux
Romain Vailleux
Senior Consultant / Coach
Email: rva@octo.com
Mobile: +61 468 532 665
Twitter: @rvailleux

THERE IS A BETTER WAY
WHAT IS FEEDBACK?
01
5

In a system, it’s a reaction to some experience or some information.
WHAT IS FEEDBACK (LOOP)?
A makes an
action
B takes an
action given
A
observation
observation
A takes an
action given
B
Every observation is a feedback.

A FEEDBACK LOOP IS EITHER REINFORCING OR BALANCING
Reinforcing
tends to support the
current behavior
Balancing
tends to correct toward
some desired behavior
Use both reinforcing and balancing feedback
to keep the relation healthy

๏ Make people aware of your internal
feelings;
> so that they can know the impact of what
they do/say
> so that they can improve according their
initial intention
๏ Feedback is the only way to optimise
> Relationships
> Product
> Process
> Behavior
๏ Commitment to providing feedback is the
foundation of high performing teams
14
WHY GIVE FEEDBACK IN THE
PROFESSIONAL WORLD?

ORDER
Tell the other to change his/her
behavior
JUDGEMENT
Talking about your good practice while
criticising others
GOSSIP
Commenting the behavior of someone
who isn't present
15
THE DON’TS OF GIVING FEEDBACK
ASSUMING
Trying to guess the other person’s
feelings or thoughts based on his/her
behavior
INDIRECT FEEDBACK
Talking to a ‘messenger’ who would
pass on the feedback on to the
targeted person
AND MAKE OTHERS MAD AT YOU

“The violence begins
with the evaluation”
Marshall Rosenberg, author of

...first of all, about identifying your emotions
and analysing the causes of your feelings
...A two-player game involving a
conversation. It is not unidirectional.
...Being curious about the other, with a
genuine interest in improving the
environment for everyone
...Not a science; there is no special recipe to
successfully give feedback 100% time. It’s
about communication, emotions and
context; you’ll need to adjust.
17
GIVING/RECEIVING FEEDBACK
IS...
IT’S NOT ABOUT CHANGING
THE OTHER’S BEHAVIOR.
IT’S ABOUT IMPROVING THE
WHOLE SITUATION FOR
EVERYONE.

1. Pay attention to yourself
2. Master the situation
3. Find the right moment
4. Drop any judgmental thought
5. Be an observer
6. Be clear & specific
7. Be flexible & genuinely curious
8. Get feedback on your feedback
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8 GOOD PRACTICES FOR GIVING AND RECEIVING FEEDBACK

Observation
What facts could have been recorded by a camera? Be specific and avoid
any judgement
Impact
What are the immediate consequences? How did you feel on the moment?
What did you observe in reaction?
Demand/Acknowledgment
Formulate a wish for the future and the expected results, or simply thank the
other for it’s impact
Listen
Pause for the other to position him/herself and to engage into the conversation.
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A MODEL TO GIVE/EXPLORE FEEDBACK
“Yesterday you stayed until
7pm to finish the wireframes
of the website
“This way you enabled the
UI team to start this morning
otherwise they would have
been idle. We may have
gained a day or so in our
planning.
“I really appreciate that.
Thank you.
...
Example 1

Example 2
20
“You were on your
smartphone more than 75%
of the meeting this morning.
It happens on Monday twice
too.
“ I felt like I was alone in
front of our client. And I
could have seen her
annoyance several times
during the meeting when
you were on your phone. It
makes our meetings less
efficient and we could lose
this client.
“I suggest that you find a
way to be more present
during the meeting.
...
Observation
any judgement
Impact
Listen

Example 3
21
“I talked only 5 min during
the 1:30 meeting, when I
had to take care of the
emergency we had in
production.
“ I felt useless during this
meeting, and I could have
spend my time more wisely
being somewhere else.
“I would like not to be part of
a meeting I’m not needed.
...
Observation
any judgement
Impact
Listen

๏ CHECKOUT
๏ HUMOUR
๏ QUESTIONING YOUR
EMOTIONS OUT LOUD
22
HOW TO DEAL WITH
OVERWHELMING EMOTIONS?

DRAW YOUR PROFILE
02
23

DRAW YOUR PROFILE
Hint: it’s not about your
drawing skills :)
1. Take a A4 paper
2. You have 10 min to
present yourself as a
drawing
3. Then we will share our
profile and…. share some
feedback!
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PRACTICE FEEDBACK
03
25

PRESENTING YOURSELF AND GIVING/RECEIVING FEEDBACK
Group by 7
๏ Present yourself in turns
for 2 min
๏ Then the attendees in
your group provide
feedback for 5 min
(it’s very quick)
26
Observation
Impact
Listen

How to give and receive feedback the good way

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