No feedback at all is more demoralizing to employees than either positive or negative feedback.
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No feedback at all is more demoralizing to employees than either positive or negative feedback. - Richardson, 1992. Textbook Communication model Sources of distortion Small group networks and effectiveness Channel richness Effective listening. Concepts and Terms. Lecture

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No feedback at all is more demoralizing to employees than either positive or negative feedback.

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No feedback at all is more demoralizing to employees than either positive or negative feedback

No feedback at all is more demoralizing to employees than either positive or negative feedback.

- Richardson, 1992.


Concepts and terms

Textbook

Communication model

Sources of distortion

Small group networks and effectiveness

Channel richness

Effective listening

Concepts and Terms

Lecture

  • Tips on giving and receiving feedback

  • Tips on effective managerial communication

  • Influence of culture

  • Non-verbals

  • E-mail


Key topics in communication

Key Topics in Communication

  • Giving and Receiving Feedback

  • Following Guidelines for Managerial Communication

  • Using Strategic Communication


Two types of feedback

Two Types of Feedback

  • Evaluative - focus on past

    • Performance Appraisals (business)

    • Grades (school)

  • Developmental - focus on future

    • 360 Feedback Programs (business)

    • Constructive feedback (school)

  • Problem: Receiver usually sees developmental feedback as evaluative.


Tips for giving constructive feedback

Tips for Giving Constructive Feedback

  • Focus on a few specific behaviors (not too many, not on attitudes)

  • Offer examples.

  • Comment on positive as well as negative.

  • Ask questions.

  • Respect feelings - use privacy.


Tips for receiving constructive feedback

Tips for Receiving Constructive Feedback

  • Listen attentively

  • Avoid being defensive - don’t argue!

  • Ask for examples and specific suggestions.

  • Never consider retribution.

  • Focus on key issues.


Activity

Giving/Receiving Feedback

Activity


Giving receiving feedback

Giving/Receiving Feedback

  • Two “players” who will follow information on handout! Others observe.

  • Answer these three questions:

    • Did the player giving feedback follow the tips for providing constructive feedback?

    • How did that seem to make the receiver feel?

    • Did the player receiving feedback follow the tips for receiving constructive feedback?

  • Rewrite the dialogue to be more consistent with the tips.


Course feedback

Course Feedback

Feedback Activity


Tips on how to communicate effectively as a manager

Tips on How To Communicate Effectively as a Manager

  • “Walk the talk.”

  • Explain the “why” behind decisions.

  • Give info immediately, continuously.

  • Link the “little” picture with the “big.”

  • Don’t tell people how they should feel.

  • Avoid ambiguity & use clear language.

  • Finally, be strategic and use this process...


Tips cont d

Tips, cont’d

  • Consider communication objective (intended response) and choose appropriate strategy:

    • Communicator--what is your credibility?

    • Audience--what do they know & feel?

    • Message--how to organize?

    • Channel Choice--how to send it?

  • Remember Cultural Context!!


Cultural context

Cultural Context

  • Research addresses two dominant issues

    • Gender

    • National Culture

  • These issues should be considered as part of an audience analysis, but whenever you deal with unfamiliar groups reconsider all decisions within the cultural context!


Culture in communication

Culture in Communication

  • Cultural norms vary with respect to:

    • How quickly you should get to your point versus attend to the social elements.

    • To what extent emotions are expected.

    • To what extent disagreement can occur.

    • What gives a speaker credibility.

    • Interpretation of non-verbal communication.


Misc topics e mail

Misc. Topics -- E-mail

  • Increased use of e-mail has not been accompanied by understanding of the channel. Keep in mind:

    • It is a public record

    • Format, grammar, and spelling contribute to an overall impression of you

    • Humor (esp. sarcasm) comes across cold

    • There are “norms” and “customs”

      see http://www.albion.com/netiquette/


Summary and next time

Summary and Next Time

  • Summary

    • Giving and receiving feedback

    • Tips on managerial feedback

    • Strategic communication, issues

    • Misc: Culture, e-mail


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