There is no learning without feedback. Feedback enables a person to improve their performance or to sustain an already effective performance.

1. Giving & Receiving Feedback
The Methodology

2. What do we mean by feedback?
• Feedback is the sharing of information that points to an area where
current behaviour could be changed in order to improve
performance, or to an area where performance has been particularly
effective.
Why give feedback?
• There is no learning without feedback. Feedback enables a person
to improve their performance or to sustain an already effective
performance.

3. When did you last give feedback?
• What was the context?
• How did you do it?
• How was it received?
• What would you do differently next time?

4. Good feedback…
• Describes the observed behaviour, not the person
• Is concrete and specific as opposed to generic and vague
• Is given at the right time and in the right place

5. Feedback is based on observed behaviours and their
impact
Model for
giving feedback
Describe observed
behaviors
Describe perceived
effects
Pause
Make suggestion
Model for
receiving feedback
Listen actively
Avoid becoming
defensive
Ask clarifying
questions
Show appreciation

6. The 3 levels of communication
• Verbally using language - 7%
 Sentences, choice of words
• Para-verbally using our voice - 38%
 Volume, pitch, speed, melody, duration, pauses
• Non-verbally using our body – 55%
 Gestures, posture, walking, mimicry, eye contact, movements, position
in room, closeness, distance
Levels of Communication

7. Asking for feedback is an important part of increasing
your “Arena”…
arena
facade unknown
blind spot
KnowntoOthersUnknowntoOhers
Known to Self Unknown to Self
Open-up
askfor
feedback
…which help to build trust between people

8. Likely responses to feedback
Shock “I don’t believe it!” “That’s outrageous”
Anger “How dare you say that!”
Rejection “It wasn’t like that, you are wrong”
Acceptance “I do understand your point”
Help “Help me to understand what I could change”

9. 5 approaches to dealing with conflict
CollaboratingCompeting
Cooperativeness Accommodating
Uncooperative
Assertiveness
Unassertive
Compromising
Assertive
Importance of relationship
Importanceofissue
Avoiding
Cooperative

10. 5 approaches to dealing with conflict
• Competing
Someone pursues their own concerns at the expense of the other
• Accommodating
Someone neglects their own concerns to satisfy those of another
• Avoiding
The conflict is not addressed
• Compromising
Focus is on partially satisfying the concerns of both parties
• Collaborating
Focus is on finding a solution that meets the concerns of both
persons

11. Key takeaways
• Giving feedback is a key activity when influencing peoples
behaviours or performance
• Giving good feedback requires preparation and careful management
in order to create a positive outcome
• Feedback can be both positive or negative (Constructive!) and the
right balance is needed
• Different people and circumstances require different approaches
• Poor preparation or execution can lead to a loss of trust and
damage a relationship