Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change This material (Comp17_Unit6) was developed by Johns Hopkins University,

Working in Teams

Articulating Feedback and Feedforward: Tracking Success and Change

This material (Comp17_Unit6) was developed by Johns Hopkins University, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000013.


Learning Objectives

• Develop skills for clear communication and understanding of others.

• Provide appropriate feedback to others.• Develop and deliver appropriate

feedforward. • Communicate in ways that help promote

positive change for your team.

2Health IT Workforce Curriculum Version 3.0/Spring 2012

Working in Teams Articulating Feedback and Feedforward:

Tracking Success and Change

Communicating for Results

• Active listening

• Assertive communication

• Strong “I” statements




Hearing What Is Being Said

• Active listening—it is WORK

– 50% or less “sticks” Why?

– Poor listening

– Poor presenting

• Strategies– Repeating– Acknowledging– Encouraging




Be an Active Listener

There are five key points to active listening:•Pay attention•Show that you are listening•Clarify what you heard•Defer judgment•Respond appropriately




Pay Attention

• Look at the speaker directly. • Put aside distracting thoughts. Don’t mentally

prepare a rebuttal! • Avoid being distracted by environmental factors. • “Listen” to the speaker’s body language. • Refrain from side conversations when listening

in a group setting.




Show That You Are Listening

• Nod occasionally. • Smile and use other facial expressions. • Note your posture and make sure it is open and

inviting. • Encourage the speaker to continue with small

verbal comments like yes, and uh huh.




Clarify What You Heard

• Reflect what has been said by paraphrasing. “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back.

• Ask questions to clarify certain points. “What do you mean when you say…”, “Is this what you mean?”

• Summarize the speaker’s comments periodically.




Defer Judgment

• Allow the speaker to finish. • Don’t interrupt with counter-arguments.




Respond Appropriately

• Be candid, open, and honest in your response.

• Assert your opinions respectfully.

• Treat the other person as he or she would want to be treated.




Key Points—Active Listening

• Concentration and determination • Be deliberate • Remind yourself constantly • No time like the present




Assertive Communication




Why Use Assertive Communication?




Advantages of Assertive Communication

• It helps us feel good about ourselves and others on the team.

• It leads to the development of mutual respect.• It increases our self-esteem.• It helps us achieve our goals.• It minimizes hurting and alienating other people.• It reduces anxiety.• It protects us from being taken advantage of by others. • It enables us to make decisions and free choices in life. • It enables us to express a wide range of feelings and

thoughts.




Elements of Assertive Communication

• Eye contact• Body posture• Gestures• Voice• Timing• Content




Assertive Communication: The Importance of “I” Statements

• “I feel that your interruptions make it difficult for me to fully express my thought.”

• Focus on your personal feelings• Offer a perspective • Illustrates or demonstrates a cause and effect

– Stick with how it effects you• Non accusatory and non-judgmental




Strong “I” Statements: Three Specific Elements

• Behavior

• Feeling

• Tangible effect (consequence to you)

“I feel that your interruptions make it difficult for me to fully express my

thought.”




Providing Feedback

• Constructive feedback versus praise and criticism

• Stick with the former

• Information specific, issue focused, based on observations

– Can be positive or negative in nature




Effective Feedback in Teams/Workplace

• Essential part of company culture and organizational effectiveness.

• Method of delivery—can make or break• Confusion, poor morale, and misunderstanding—

consequences of bad messaging• Three points for effective feedback:

• Timely• Focused on the issue at hand, and only the issue at hand • Feedback is a two-way street




Acceptance of Feedback




Feedforward

• Changing the past is impossible, changing the future is not.

• Proving people to be wrong is less effective than helping them to be right in the first place.

• Feedforward brings out success in people.• Response from anyone who knows about the task• Keep it objective, not personal.• Easier, less incendiary than feedback• Be the helpful person along the path.




Try Feedforward Instead of Feedback

• An essential skill for leaders

• Traditionally, critiques flow from top to bottom

• Focused on the past & not the future

• Turn the tables – make the experience fun instead of like a root canal




Articulating Feedback and Feedforward: Tracking Success and Change Summary

• Develop skills for clear communication and understanding of others.

• Provide appropriate feedback to others.• Develop and deliver appropriate

feedforward. • Communicate in ways that help promote

positive change for your team.





ReferencesReferences

• Hopkins, Lee. Assertive Communication:6 Tips for Effective Use. Available: http://ezinearticles.com/?Assertive-Communication---6-Tips-For-Effective-Use&id=10259

• Mindtools Active Listening: Hear What People Are Saying. Available: http://www.mindtools.com/CommSkll/ActiveListening.htm

• Schaming, Rachel Masterful Listening Skills for You and Me Available at :http://www.noomii.com/articles/85-masterful-listening-skills-for-you-and-me

• Taffinder P. Leadership Crash Course. (2007). Available from: http://www.leadershipcrashcourse.com/cc_seventypes.html

• Trans4Mind. Assertive Communication. Available :http://www.trans4mind.com/explore/communication/Assertive-communication--what-is-it-andwhy- use-it.html





ReferencesImages

• Slide 3: Water Spirit with a Seashell. Image courtesy of France in Photos. CC BY NC_ND 2.0. Available from: http://www.offrench.net/photos/gallery-5_photo-479.php

• Slide 12: "Communication" by DailyPic (Joan M. Mas), under a Creative Commons license on flickr .Available from: http://www.flickr.com/photos/dailypic/1459055735/

• Slide 13: Assertive Communication. FredArmitage/flickr. Reproduced here under a Creative Commons Attribution-Non-Commercial-No Derivative Works 2.0 Generic license. Available from: http://www.infed.org/groupwork/what_is_a_group.htm#cite

• Slide 20: Johari Window. Courtesy of: Wikimedia Commons: Simon Sheck. Available from: http://en.wikipedia.org/wiki/File:Johari_Window.PNG




Documents

Working in Teams Articulating Feedback and Feedforward: Tracking Success and Change This material (Comp17_Unit6) was developed by Johns Hopkins University,