How to Give Feedback to Manage Performance

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Author: Kate Tammemagi

Receiving feedback on your effort, your attitude or your performance is the way that you learn, improve or are motivated to maintain a good performance. Giving feedback effectively and frequently is a key requirement of the role of Manager or Supervisor. Giving and receiving feedback should be a normal part of the Leader and Team Member relationship, a process that both parties understand and accept. It is best practice for the Supervisor to begin giving feedback as part of the initial training period, and to continue this in regular performance coaching sessions throughout the employee’s career.

Positive Feedback
Positive feedback can be given any time, either in public or private. Positive feedback is where we praise a desired attitude, behaviour or performance. The effect of positive feedback is that the person is encouraged to repeat this behaviour and is also motivated to improve. It also builds self confidence and self esteem in the Team Member.

The reverse is also true! Lack of positive feedback is discouraging, demotivating and will lead to a poor performance level. The employee gets the impression that no-one cares whether they do well or not, and that their work has no value!

Giving Constructive  Feedback

The other type of feedback is Constructive Feedback, or Corrective Feedback. Again, this is essential to performance and motivation. Do not think in terms of NEGATIVE feedback as this is not a useful thought. The aim is not to point out the negative or the bad. If you do this, you will find that the person does not improve. You will find yourself saying the same things over and over again.

Giving constructive feedback is about TRAINING the other person to change or improve. If you do this well, you training is successful and will see the desired result. Giving constructive feedback is about identifying an area for improvement and working out solutions to improve or correct this. In giving the feedback, first identify the current goal or task and why this is important to the Company and to the role. Secondly, state clearly the undesirable attitude, behaviour or performance, with factual evidence. Thirdly, state the desired attitude, behaviour or performance, or better still, ask encouraging questions to help the other person make constructive suggestions. Lastly, work with them to put a strategy in place for achieving the desired goal.

Guidelines for giving Feedback Effectively

1. Understand that the feedback is primarily a training need. Be aware that you are the supervisor, and are ultimately responsible for this staff’s behaviour. This feedback is aimed at improving knowledge and behaviour.

2. The key is to talk about the behaviour, performance or attitude rather than the person.

3. Have a good working knowledge of your own learning style and the other types of learning styles. This will help you avoid the pitfall of explaining in a way only YOU would understand. Other people are not always like you!

4. Know your Team Member, their personality style and their unique learning style – Are they a visual, verbal, reading & writing, tactile? Do they have language and cultural complexities?

5. Know your own limitations – If you are giving feedback on a volatile situation, make sure you can recognize your own emotions, and are aware that you may need to calm down before feedback.

6. Give constructive feedback in private – Never give constructive feedback in a group. You would not want to receive it in front of your staff!

7. Always start with positive – When giving feedback you always start with at least two positive observations. This will start the meeting off on a positive note

8. Look at the individual – make eye contact, don’t avoid. If you do, they may question the validity of your session.

9. No apologies, do not apologize for their actions that need correction. Don’t say, “I’m sorry to tell you this, but…”

10. Give constructive feedback in an honest and diplomatic way – that is, while pinpointing the target behaviour, state the constructive measures to change the behaviour. Remember, constructive feedback is a means to improving situations by finding a solution to the problem. Give a due date for follow up. The point is to teach a new skill where there was a deficiency.

11. End with a positive – If it was a particularly lengthy/ gruesome session, interact with the staff to make sure things are ok. Be sure that you have checked in with them before you leave for the day. You want to make sure they are not going home disappointed.

12. Ask if they have any questions – if you have given a feedback session, you may not have realised that you were the only one talking for quite some time. Always give the staff the opportunity to seek further knowledge or assistance.
Kate Tammemagi specialises in Management Training in Ireland. She designs and delivers People Management Training and Customer Care Training.
Article Source: http://www.articlealley.com/how-to-give-feedback-to-manage-performance-1335512.html

About the Author: Kate Tammemagi is Trainer and Consultant in Ireland. She specialises in delivering customised Customer Service Training Courses and Leadership Development Training Courses  in businesses,  call centres and professional environments.

http://www.focustraining.ie

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6 Tips For Building and Maintaining Rapport

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Rapport building is the art of helping another person minimize their perceived difference between themself and yourself. This can be achieved by tactfully allowing the other party to see the common ground in your personality or point of view. Rapport happens at the subconscious level but here are a few ways that you can consciously help the process along.

1. Rapport Starts At The Beginning

The best time to start building rapport is when you interact with a person for the first time. Then each subsequent time that you meet ensure that you start by re-establishing rapport.

2. Give Appreciation and Importance To Others

Accept that the most important person in the world in the eyes of most people is themself.

When interacting with someone else allow them to feel important. The easiest way to do this is to learn their name and use it often during your conversations.

If you are involved in some task with others, you can help them feel important by trusting them with appropriate responsibility and showing appreciation for their contribution. In fact, why not make a habit of showing genuine appreciation for things well done in all interactions with others.

3. The Skill Of Asking Questions

Remember that the person asking the questions is leading the direction of the conversation. Ask interesting questions that allow the other person to talk about themself or their interests and then listen attentively to what they are saying.

4. Active Listening

Listening is a skill and it’s easiest learned if you develop the habit of being genuinely interested in other people.

Allow the other person to do most of the talking unless they are specifically asking for your contribution or opinion.

Give them positive feedback followed by non-threatening questions that allow them to expand on what they are saying.

5. Keep Your Ego Under Control

Ego has been responsible for breaking rapport on more occasions that any other behaviour. Ego is a sign of low self worth. If you develop a strong feeling of self worth then you will not have the need to allow your ego to get in your way.
Be willing to admit you are wrong when you are. Do so quickly and happily and gratefully acknowledge the other person’s role in helping you see your error.

Be willing to allow others to take credit for your good ideas if it helps you achieve your desired end goal.

Rather than argue for your point of view every time you are challenged, encourage the other person to express their point of view. If you do have to state an opposing point of view, acknowledge the value of their point of view first and then tactfully promote the additional benefits of your ideas. Gently lead them to your desired outcome by concentrating on the ways in which they would receive benefits, that they really want, from adopting the point of view that you are promoting.

6. Friendliness

Nothing breeds friendliness like friendliness.

Develop a friendly nature and establish a habit of smiling often. A friend is generally much more valuable than an enemy and your life will travel a lot smoother if people like you.

Rapport building is an easy skill to learn and it is extremely valuable in both your personal and your business life. People like to help people that they like and people like to do business with people that they like. It all starts with building rapport.
Author : bollrakanth

Article Source: http://www.articlealley.com/article_1044778_24.html

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