Post by Leslie on Oct 27, 2021 15:32:39 GMT
Lesson 2: Giving and Receiving Feedback
1. Report on your PDSA on creating a small test of change around delivering constructive and/or positive feedback.
• What was your Plan?
To develop an agreed approach (based on identified preferences) for giving and receiving constructive feedback.
• What did you Do?
Part I: During our weekly ZOOM check-in, I brought up the topic of being a newly formed team and how we are off to a good start. After reviewing some upcoming activities and said, “I think a small team like ours will need to give and receive feedback from each other on a regular basis”. (Setting expectations) I began by giving my own preferences for how I would like to receive feedback from them in (participatory leadership) and asked what their preferences were? I explained, I wanted to honor their preferences in order to keep us connected by establishing open lines of communication. (Goal setting)
Part II: I asked each to respond to two (2) questions in the Chat. Question #1 – How and when do you prefer to get work-related feedback? Question #2 – On a scale of 1-5 where #1 is “Getting feedback makes me feel like I am in trouble or that I am not living up to expectations” and #5 is “Getting feedback is a helpful tool that helps me to grow” What number are you?
• What did you Study and learn from your test?
I studied team members willingness to be forth coming about their preferences regarding receiving workplace feedback from a supervisor. I also learned my willingness to indicate my own preferences for receiving feedback set a tone and an expectation that I wanted, welcomed and expected feedback from them.
• What is your next Act?
To utilize their stated preferences and give feedback in their preferred manner
PDSA Process Reminder
1. Identify an area or a process that you want to improve – Establishing expectations around communicating effectively and connecting respectfully as a new team.
2. Identify a small test of change – Instead of announcing or dictating the method I would use to give feedback; I established the expectation that giving and receiving feedback would be mutual. We set clear and obtainable goals as a team.
3. Develop a hypothesis on what you think will happen – Establishing mutual expectations for giving and receiving feedback will help us to provide constructive feedback to each other and enhance our ability to build trust while working together.
4. Develop a way to measure if your hypothesis is correct – Everyone was assigned a task for an upcoming event. In our debrief of the event, we will use each team members preferred method for receiving feedback to give feedback and strengthen our performance.
5. Do the small test once. (Cycle one)
6. Ask yourself, was your hypothesis correct, did what you thought would happen, happen? How do you know?
7. Is there a way that you can tweak the test to improve the outcome? Or do you want to do the same test with more people? How will you know it accomplished what you hoped it would accomplish?
8. Do the small test with the modifications as indicated above. (Cycle two)
Worksheet #1
Encouragement or Discouragement
Encouraging the Heart can be used to inspire all types of people, even those with performance problems. Here are some situations that could result in negative consequences, along with the negative feedback that might first occur to us. Looks at what’s good in these people’s
performance and phrase any criticism positively. Avoid giving both positive and negative feedback in the same conversation. Show your trust and encourage these people to do better the next time.
Using the following scenarios, provide a positive response to the situation:
Example:
Your 5 year old child has been trying to do more things by himself but spills milk when pouring
it into a glass.
Negative response: “That’s too hard for you. Why don’t you let me know if for you the next
time?”
Positive response: “You’re getting really good at doing things without my help. Let me see you
pour some milk on your own again and I’ll give you some tips so you can do it by yourself from
now on.”
Scenario #1: Your assistant sent an important memo to your boss that had a number of
embarrassing errors. She’s usually very efficient, but sometimes she does too much at one time
and she’s made mistakes like this before.
Negative response: “From now on I want to proof everything you send.”
Positive response:
Your support getting the memo out was helpful. It freed me up to complete a few tasks that I needed to finish. Our memos are an important part of our communications strategy and effective written communication is key in our business. Each correspondence represents our department’s commitment to excellence. It’s crucial these communications are clear, concise and 100% error free. Please review your last correspondence and identify the areas that require improvement. Do you have any suggestions for how we can both manage our time more efficiently to always hit our 100% error free communications goal?
Scenario #2: You catch some of your team members talking about last night’s football game when they should be working on a very important project that’s due the next day. Everyone’s been working hard on it for a week.
Negative response: “I’ve been working my tail off to get this out and you’re not ready with
your end of it yet. Save the TV talk until your break!”
Positive response:
I really enjoyed last night’s game too. We are in the end zone for our project that is due tomorrow. Can we use that same winning team spirit our Giants had on the field last night to get this project completed. Imagine two wins in one week. That will really give us all something to celebrate. Let’s get this done together. TEAMWORK!!!
Scenario #3: An employee, who’s otherwise reliable has missed a deadline for the second time in a month. This happened before when her mother was sick but this time she didn’t give a hint of any problem until it was too late.
Negative response: “When you miss a deadline, you set back the whole team. If this happens
again you are off this project.”
Positive response:
Keisha, things around here have been pretty busy and we are all under pressure to meet our deadlines. I know you have been pre-occupied with your mom’s illness, and I know it must be taking a toll on you. Your work has always been superior, and your contributions are important to the team’s success. We can make adjustments and reassign tasks if we have advanced notice. Please reach out to me if you need support regarding your role as a caregiver for your mom. You remember, last year when I had to request support through EAP when my grandmother became ill. Long term illness of a loved one is very difficult to handle alone. Let the team support you now. Please let us know how we can support you and we will step up. Please don’t hesitate to reach out. Keeping your mom in my thoughts.
1. Report on your PDSA on creating a small test of change around delivering constructive and/or positive feedback.
• What was your Plan?
To develop an agreed approach (based on identified preferences) for giving and receiving constructive feedback.
• What did you Do?
Part I: During our weekly ZOOM check-in, I brought up the topic of being a newly formed team and how we are off to a good start. After reviewing some upcoming activities and said, “I think a small team like ours will need to give and receive feedback from each other on a regular basis”. (Setting expectations) I began by giving my own preferences for how I would like to receive feedback from them in (participatory leadership) and asked what their preferences were? I explained, I wanted to honor their preferences in order to keep us connected by establishing open lines of communication. (Goal setting)
Part II: I asked each to respond to two (2) questions in the Chat. Question #1 – How and when do you prefer to get work-related feedback? Question #2 – On a scale of 1-5 where #1 is “Getting feedback makes me feel like I am in trouble or that I am not living up to expectations” and #5 is “Getting feedback is a helpful tool that helps me to grow” What number are you?
• What did you Study and learn from your test?
I studied team members willingness to be forth coming about their preferences regarding receiving workplace feedback from a supervisor. I also learned my willingness to indicate my own preferences for receiving feedback set a tone and an expectation that I wanted, welcomed and expected feedback from them.
• What is your next Act?
To utilize their stated preferences and give feedback in their preferred manner
PDSA Process Reminder
1. Identify an area or a process that you want to improve – Establishing expectations around communicating effectively and connecting respectfully as a new team.
2. Identify a small test of change – Instead of announcing or dictating the method I would use to give feedback; I established the expectation that giving and receiving feedback would be mutual. We set clear and obtainable goals as a team.
3. Develop a hypothesis on what you think will happen – Establishing mutual expectations for giving and receiving feedback will help us to provide constructive feedback to each other and enhance our ability to build trust while working together.
4. Develop a way to measure if your hypothesis is correct – Everyone was assigned a task for an upcoming event. In our debrief of the event, we will use each team members preferred method for receiving feedback to give feedback and strengthen our performance.
5. Do the small test once. (Cycle one)
6. Ask yourself, was your hypothesis correct, did what you thought would happen, happen? How do you know?
7. Is there a way that you can tweak the test to improve the outcome? Or do you want to do the same test with more people? How will you know it accomplished what you hoped it would accomplish?
8. Do the small test with the modifications as indicated above. (Cycle two)
Worksheet #1
Encouragement or Discouragement
Encouraging the Heart can be used to inspire all types of people, even those with performance problems. Here are some situations that could result in negative consequences, along with the negative feedback that might first occur to us. Looks at what’s good in these people’s
performance and phrase any criticism positively. Avoid giving both positive and negative feedback in the same conversation. Show your trust and encourage these people to do better the next time.
Using the following scenarios, provide a positive response to the situation:
Example:
Your 5 year old child has been trying to do more things by himself but spills milk when pouring
it into a glass.
Negative response: “That’s too hard for you. Why don’t you let me know if for you the next
time?”
Positive response: “You’re getting really good at doing things without my help. Let me see you
pour some milk on your own again and I’ll give you some tips so you can do it by yourself from
now on.”
Scenario #1: Your assistant sent an important memo to your boss that had a number of
embarrassing errors. She’s usually very efficient, but sometimes she does too much at one time
and she’s made mistakes like this before.
Negative response: “From now on I want to proof everything you send.”
Positive response:
Your support getting the memo out was helpful. It freed me up to complete a few tasks that I needed to finish. Our memos are an important part of our communications strategy and effective written communication is key in our business. Each correspondence represents our department’s commitment to excellence. It’s crucial these communications are clear, concise and 100% error free. Please review your last correspondence and identify the areas that require improvement. Do you have any suggestions for how we can both manage our time more efficiently to always hit our 100% error free communications goal?
Scenario #2: You catch some of your team members talking about last night’s football game when they should be working on a very important project that’s due the next day. Everyone’s been working hard on it for a week.
Negative response: “I’ve been working my tail off to get this out and you’re not ready with
your end of it yet. Save the TV talk until your break!”
Positive response:
I really enjoyed last night’s game too. We are in the end zone for our project that is due tomorrow. Can we use that same winning team spirit our Giants had on the field last night to get this project completed. Imagine two wins in one week. That will really give us all something to celebrate. Let’s get this done together. TEAMWORK!!!
Scenario #3: An employee, who’s otherwise reliable has missed a deadline for the second time in a month. This happened before when her mother was sick but this time she didn’t give a hint of any problem until it was too late.
Negative response: “When you miss a deadline, you set back the whole team. If this happens
again you are off this project.”
Positive response:
Keisha, things around here have been pretty busy and we are all under pressure to meet our deadlines. I know you have been pre-occupied with your mom’s illness, and I know it must be taking a toll on you. Your work has always been superior, and your contributions are important to the team’s success. We can make adjustments and reassign tasks if we have advanced notice. Please reach out to me if you need support regarding your role as a caregiver for your mom. You remember, last year when I had to request support through EAP when my grandmother became ill. Long term illness of a loved one is very difficult to handle alone. Let the team support you now. Please let us know how we can support you and we will step up. Please don’t hesitate to reach out. Keeping your mom in my thoughts.