The document discusses the importance of feedback in organizational development and change processes. It describes desired characteristics for feedback content, which should be relevant, understandable, descriptive, verifiable, timely, limited to significant issues, and allow for comparisons. It also describes characteristics for effective feedback meetings, noting they work best when participants are motivated, meetings are well-structured, and involve the right people. Additionally, it outlines the survey feedback process and some potential limitations.

1. Organization Development and Change
Thomas G. Cummings
Christopher G. Worley
Feeding Back
Diagnostic Information

2. Cummings & Worley, 8e
(c)2005 Thomson/South-Western
8-2
Learning Objectives
for Chapter Eight
• To understand the importance of data
feedback in the OD process
• To describe the desired characteristics of
feedback content
• To describe the desired characteristics of
the feedback process

3. Cummings & Worley, 8e
(c)2005 Thomson/South-Western
8-3
Possible Effects of Feedback
Feedback occurs
What is the direction
of the feedback?
Is the energy created
by the feedback?
No
Change
Do structures and
processes turn
energy
into action?
Change
Failure,
frustration,
no change
Anxiety,
resistance,
no change
Energy to use
data to identify
and
solve problems
Energy
to deny or
fight data
NO
YES
NO
YES

4. Cummings & Worley, 8e
(c)2005 Thomson/South-Western
8-4
Determining the
Content of Feedback
• Relevant
• Understandable
• Descriptive
• Verifiable
• Timely
• Limited
• Significant
• Comparative
• Unfinalized

5. Cummings & Worley, 8e
(c)2005 Thomson/South-Western
8-5
Effective Feedback Meetings
• People are motivated to work with the data
• The meeting is appropriately structured
• The right people are in attendance
– knowledge
– power and influence
– interest
• The meeting is facilitated

6. Cummings & Worley, 8e
(c)2005 Thomson/South-Western
8-6
Survey Feedback Process
• Members involved in designing the survey
• The survey is administered to the
organization
• The data is analyzed and summarized
• The data is presented to the stakeholders
• The stakeholders work with the data to
solve problems or achieve vision

7. Cummings & Worley, 8e
(c)2005 Thomson/South-Western
8-7
Limitations of Survey
Feedback
• Ambiguity of Purpose
• Distrust
• Unacceptable Topics
• Organizational Disturbances