Effective Communication and Feedback Skills

The Feedback Model

• Lecture and discussion about the feed-back process and what makes feedback more effective, what can undermine giving effective feedback, together with the benefits of being able to give and receive feedback effectively. Includes a discussion about different types of feedback – e.g. reinforcing, redirecting, and the best approach to take according to the situation.

Feedback and Emotions

• Lecture and discussion about the role of emotions in both giving and receiving feedback, and how to manage emotions when giving and receiving feedback.

Language, Trust and Authenticity

• Lecture and discussion about how to choose the right language, tone, and words to use when giving feedback, and the role of trust, authenticity, and accountability in giving effective feedback.

Feedback and Communication Style

• Lecture and discussion about feedback and communication style – exploring how different personality styles both give and receive feedback, and how to identify different personality styles and adapting one’s approach to giving effective feedback.

Structure of Effective Feedback

• Drawing on past experiences, participants explore the development of a model for effective feedback, including intent and approach. Principles include:

1. Constructive
2. Focused on demonstrated actions or behavior, not attitude
3. Future focused
4. Goal oriented
5. Involves two-way conversation
6. Supportive
7. Owned by the giver Participants use a recent feedback

Preparing to Give Feedback

• Participants continue to build their feedback example by exploring the following topics:

1. Picking the right topic
2. The purpose of providing the feedback
3. The desired results
4. Picking the right time
5. Making it visible to the person (clarity and detail)
6. Asking questions to gain commitment
7. Handing over ownership

Topic: Receiving Feedback

• Lecture and discussion about the importance of receiving feedback gracefully, and the role of active listening. Includes principles for receiving feedback. Elements include:

1. Assume feedback is well intended even if it is not well delivered
2. Ask for details
3. Ask questions for clarification
4. Say thank-you
5. Take ownership
6. If necessary seek feedback from others
7. Take action

Practical Application and Reflection to Embed Learning

• Participants identify a situation that would benefit from providing feedback, work through preparing to give the feedback, and role-play giving the feedback. In this exercise participants also receive feedback from their colleagues, to practice the principles of receiving feedback

Conclusion and Action Planning

• Participants review the topics covered in the day. Participants are also asked to state their key learnings from the course, and to reflect on and write down one new thing they intend to put into practice upon returning to their workplace. They are encouraged to share this “one thing” with an accountability partner in the class, and with their manager/supervisor.