Group Members

Haris Khan

Imran Khan

Muhammad Zeeshan

BBA 3rd Semester A

Batch 2010- 2014

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Role Of Feedback In OrganisationsRole Of Feedback In Organisations

Contents

• Communication Process

• Definition

• Kinds of feedback

• Why to give Feedback

• Effects of Feedback

• American Study

• Importance for organizations

Communication Process

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Definition:

• Feed Back

– “The response of a receiver to sender’s message ”

– Verbal

– Non Verbal

Kinds of feedback

• Positive feedback

– It is probably what you prefer. It feels good.

– it proves that you are on the right track and that you are successful at what you are doing.

I know I did it.

WOW…! Man.

Two kinds of feedback

• Negative feedback

– Nobody likes it.

– It lets you know that you are on the wrong track and you need to change direction or make adjustments.

Why to give Feedback

• Feedback is powerful as it helps people get on track.

• It serves as a guide to assist people to know how they and others perceive their performance.

• Feedback can also be very motivating and energizing.

Effects of Feedback

• Research from Barbara Fredrickson, Ph.D.– Principal Investigator of the Positive Emotions and Psychophysiology

at the University of North Carolina.

• Positive emotions:– Increase cognitive functioning

– Big Picture focus

– Psychological resilience-undo harmful

– Residual effects of negative emotions

• Negative emotions:

– Narrow focus

– Lead to rigidity and defensiveness

• Study By American Productivity and Quality Centre found that Only 33 percent of workers rated their bosses as good to

excellent regarding the provision of feedback. Even worse 25 percent appraised their bosses as only fair or even poor.

Its role in organizations

• Feedback is essential in business. Lack of feedback can lead to frustrated customers, unmotivated employees and a negative corporate culture. Everyone communicates, but not everyone communicates effectively.

• Customers– Customer feedback consists of communication that a customer

provides to a company on the performance of its products and servicesThe feedback can come through the form of surveys, comment cards or simply through a customer's comment while already speaking with a company representative.

• Response to customer feedback may lead to

– Improvements

– New Products

– Revenue

• For Example:– For example, at a time before Jelly Bellys became famous, a little girl

once asked gift shop operator Daina Johnson why she didn't sell them. Daina picked up on this feedback and became one of the very the first Jelly Belly retailers. For years Jelly Bellys brought throngs of customers into the shop.

• Corporate Culture– With a lack of feedback, the corporate culture can become bleak

and unmotivated. Every business has a particular culture which can be the result of the communication systems set in place.

– Feedback allows both customers and employees to voice their opinion, creating a healthy corporate environment which leads to greater productivity and motivation

•

• Employees

– It has strong links to employee satisfaction and productivity.

– People like to feel involved and identified with their organization and feedback can help achieve that state.

• Video– How to deal with negative feed back.

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