Page 95 - FLL Virtual Binder 2018

Two purposes of feedback for performance management:
1. Reinforcement of behaviours:
2. Redirection of behaviours:
• positive feedback
• coaching when performance
exceeds expectations
• job related behaviours that contribute to organizational goals
• constructive feedback
• coaching when performance does
not meet expectations
• job related behaviours that do not contribute to organizational goals
1. Reinforcement of Behaviour - Coaching When Performance Exceeds Expectations
When an employee’s performance exceeds expectations, coaching can still help the individual grow, learn new skills or behaviours, or prepare for a promotion or “next step” opportunity.
Formula for giving positive feedback to reinforce behaviours:
Be specific:
Describe the specific behaviour or event.
Describe the positive impact:
What was the positive result for the team and/or organization?
Describe the unique contribution:
What unique quality of this individual’s performance contributed to the positive result?
Example: Thank you for getting the necessary information from Finance to complete the report(specific behaviour). This will help our team meet its deadline for the fourth quarter (positive impact). I appreciate your willingness to go the extra mile for the team (contribution).
Reactions to receiving positive feedback include:
• Excitement e.g., the individual has been seeking new opportunities.
• Embarrassment e.g., the individual is uncomfortable receiving “praise”,
especially in front of large groups.
• Denial e.g., the individual views their accomplishments as “just doing my job”.
• Giving others all the credit e.g., the individual is concerned with acknowledging the support of others.
Front Line Leadership Module: Dealing with Differences
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