10 top reactions to feedback

7/28/2019 10 top reactions to Feedback

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The Top Ten Reactions to Feedback

and How to Respond


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Presenters

Jamie Resker, President

Employee Performance Solutions

Jennifer Tabor, Vice President of Human Resources

Boston Private Bank


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Communicating Expectations

You are here

What needs tohappen to go fromhere to there?

You need to behere

Would it be useful totalk about why youare at your currentlevel?

Yes, Im eager

to have you

tell me about

my deficiencies


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How We Respond to Feedback

4

Under Attack

- Thinking brain shuts

down

- Emotions crank up

-Fight or Flight

Response

-Self-esteem threat

-Judgment = recoilresponse

OVERDRIVE
http://upload.wikimedia.org/wikipedia/commons/5/5c/Brain_limbicsystem.jpghttp://upload.wikimedia.org/wikipedia/commons/5/5c/Brain_limbicsystem.jpg


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In the First Place

Getting the Best Reaction

Make a request

Say what you want

Critical.

Deficiency Driven


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6

Introducing Feedback

Improve

Get better

Stop

Weakness You never

You dont

You shouldnt

YOURE DEFICIENT

Develop the ability to

Work on

Focus on

Put your energy into I need for you to

FUTURE FOCUSED

Possibilities


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7

Managing the Conversation

Im feeling confident

Theres just one

thing Id like to

have you

focus on

I know I

need to

work on

that

What do you

mean? I thought I

was good with

customers

I cant help

itcustomers

annoy me.

Ill see what I can

doWhat do you

mean? I have

GREAT withcustomers!


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Desired Response

Ultimate

Goal

Acknowledges

Check InRecognize

Progress

More Feedback

Action Steps


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Acknowledgement

Employee

Reaction


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Acknowledgement

Managers

Response

What will be your first step? What will

you do next?


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Surprised

11

Employee

Response


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Surprised

12

Managers

Response


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Why Didnt You Bring This Up Before?

13

Employee

Response


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Why Didnt You Bring This Up Before?

14

Managers

Response


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When I Worked For

My Other Manager

Employee

Response

You are SOAwesome!


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When I Worked For

My Other Manager

Managers

Response


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Excuses

Employee

Response

System or Process Issue?

Performance Issue?


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Invalid Excuses

I hear what youre saying

but I still need for you to be

respectful to your

colleagues.

Managers

Response
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Non-Committal

Ill try but I cant make any promises

Ill do my best

Ill see what I can do

Tone

Employee

Response

?? ?


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Non-Committal

Sounds like youre

hesitant..

This is important

So Im going to give you

time to

ManagersResponse

Yes, I will.


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Silence

21

Employees

Response


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Silence

ManagersResponse

Blaa, blaaaa,

blaaa and

more blaaa,

blaaa,

Im noticing

that

Lets

reconnect


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Anger

23

Employees

Response


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Anger

24

Managers

Response


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Anger

25

Managers

Response

Acknowledge


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Anger

26

Managers

Response


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Difficult: First Conversation

Well, people

around here

should lighten

up a little.

I cant help it if Ishe has no sense

of humor, etc.

Employee

Response

10 15 20


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Difficult: First Conversation

Managers

Response

Weve been talking for

This is important

Lets reconnect

1

3

2


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Difficult: Numerous Conversations

HR Contact has

been involved

Managers

Response

Ive outlined exactly

If you choose not to

This will lead us to talking about

1

3

2


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Resources / Thoughts

Article Organizational Competencies

Make a request

Ask for what you want

Feedback culture

http://www.employeeperformancesolutions.com/resources/ma

naging-employee-performance-

discussions/
http://www.employeeperformancesolutions.com/techniques-to-manage-difficult-discussions-article/


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Boston Private Bank

Feedback Culture

Helping managers deliver appropriate message

feedback is encouraged and nurtured

Role of HR at the bank collaborative

meet with managers & supervisors

coaching about having conversations to coachpoor performers

but also ways to support high performers


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Boston Private Bank

Encourage Conversations All Year

no one should wait a full year to receive feedbackon their performance

Easier/more effective to have morefrequent/less formal conversations thanwaiting until a big conversation is needed

Empowering our managers to take action

HR available to coach when preparing for achallenging conversation


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Boston Private Bank Feedback Tools

Formal ReviewProcess usingHalogen

Open Textareas forfeedback

Built-in

coaching andcommenthelp


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Boston Private Bank Feedback Tools

Multirater

feedback form

to collect peer

and otherfeedback

Richer more

complete view

of performance


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Boston Private Bank The Road Ahead

Expand the use of ouronline performancemanagement tool for amore relaxed/informal

feedback process Mid-year process to impress

value of feedback

Keep HR apprised of

challenges and successes Improved use of feedback

notes/performance journals


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Q & A

Jamie Resker, Employee Performance [email protected]

Jennifer Tabor, Boston Private Bank

[email protected]

Connie Costigan, Halogen [email protected]
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]

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