Page 101 - FLL Virtual Binder 2018

TIPS FOR GIVING & RECEIVING FEEDBACK
On-the-Job Reference Tool
Giving Feedback
^ Make your feedback specific, fact- based and relevant. Focus on specific and observable behaviours, not on personal characteristics or areas external to their control
^ Acknowledge the other person’s concerns and feelings
^ Be willing to problem-solve and offer ideas
^ Correct any inaccuracies but avoid defending or over-explaining
^ If necessary, take time out before responding
^ Welcome suggestions and viewpoints from the receiver
^ Feedback does not necessarily have to be given on the spot – but as soon as possible
^ Give feedback directly, not hinted at or filtered through a third party or indirect couched language
^ Avoid:
• Being judgmental. Watch for
words such as ‘right’ or ‘wrong’
• Sarcasm or speaking in a
condescending manner
• Words like ‘should’, ‘must’,
‘never’, ‘always’.
^ Always maintain the receiver’s self confidence and self esteem through trust and mutual respect
Receiving Feedback
O Focus on the content, not the person
O Assume the person is raising the concern in good faith
O Listen calmly, patiently and attentively – get the complete picture
O Try to keep negative reactions in check
O Try not to be defensive or make excuses
O Ask for clarification if you do not understand
O Ask a few key questions – avoid antagonizing with too many questions
O Acknowledge the value of feedback
O Summarize and confirm – the positive feedback, desired improvement and next steps
O Reflect on feedback provided and think about how you can apply this learning in future.
Front Line Leadership Module: Dealing with Differences
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