©telephone doctor, inc, st. louis, mo feedback: fixing performance problems

©Telephone Doctor, Inc, St. Louis, MO www.newmarketlearning.com

Feedback:Fixing Performance Problems

Characters

James – General Manager

Karl – Production Manager

Kine – Administrative Assistant

Li – Printing Press OperatorJudy - Accountant

The problem is poor print quality.

Learning Objectives

You will be able to state the four key principles of giving effective negative feedback and will be able to write a short description of 250 words or less of what is meant by each one.

You will be able to prepare a feedback session and demonstrate the principles and stages in a short role-play which will be observed by your peers.

You will be able to state the five stages of giving effective negative feedback and will be able to explain how to conduct each one in a short written answer of 250 words or less.

How do you think Li will feel?Why do you think Karl did it this way?

What do you think should be the purpose of negative feedback?

Discuss…

Negative feedback improved performance

“There’s no point in doing it otherwise.”

Criticism:

The act of making an unfavorable or severe judgement or comment.

What personal criticisms did James make of Kine?

How did James begin the session?

What do they think the likely effect on Kine was?

How does this compare with the effect that Karl’s approach had on Li?

How did James continue the session?

How did James end the session?

Discuss…

Conclusion: There are four key principles involved in giving effective feedback:

Be clear and precise about the feedback you wish to give.

Focus on the facts, not the person.

Seek agreement.

Review progress.

Prepare…to improve performance

• Define a precise performance problem.

• Plan your opening phrases.

• Collect supporting facts.

I expect this person to process twenty widgets a day. He isprocessing fifteen.

I expect this individual to make fewer than five accountingerrors per week. She is making between ten and fifteen.

I expect this individual to contribute sales in excess of$20,000 per month. He is actually achieving $15,000.

I expect this person to work in a tidy and safe environment.I see a number of potential dangers and considerable mess.

This person really gets on my nerves.

This person has a really sloppy attitude.

This person is unenthusiastic.

This person is uncooperative.

This person is lazy.

This person is incompetent.

• Precise?

• Objective?

• Clear?

• What I had expected to see was….

• What I am actually seeing is….

• Clarify

• Explain

• Discuss

• Agree

• Review

Four principles

• Be clear and precise

• Focus on facts not the person

• Seek agreement

• Review progress

Five stages

• Clarify

• Explain

• Discuss

• Agree

• Review

The purpose of negative feedback..

…..is to improve performance.

(There is no point in doing it, otherwise.)

Feedback:Fixing Performance Problems

©telephone doctor, inc, st. louis, mo feedback: fixing performance problems

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