Α. Τι περιμένεις να κερδίσεις από το παρακάτω άρθρο;
Β. Πως αντιμετωπίζεις την ανατροφοδότηση; Αντιμετωπίζεις δυσκολίες στο να δεχτείς ή να επιζητήσεις την ανατροφοδότηση;
Το παρακάτω άρθρο θα σε βοηθήσει να μάθεις:
- Πως να αντιδράς όταν λαμβάνεις ανατροφοδότηση
- Τι σημαίνει να είσαι καλός ακροατής
- Πως να επιζητάς την ανατροφοδότηση
When we receive feedback we usually go through three stages – we react, we reflect and we respond. For feedback to be useful it is important that we ‘analyse’ the feedback before responding. The following tips provide guidance on how to approach each of these stages:
|React||During this stage we:|
|Reflect||During this stage we:|
|Respond||During this stage we:|
If you are a Supervisor or Manager
As a supervisor or manager, it is really important that we accept feedback from staff in a positive way. Responding negatively is likely to damage the working relationship and discourage the employee from providing you with feedback in the future.
|Take responsibility for the feedback |
|Take time to listen to feedback |
• if it isn’t an appropriate time apologise and schedule a time to discuss the feedback as soon as you can, ie, “I’d really like to talk with you properly about this so can we meet tomorrow at….”
|REACT, REFLECT AND RESPOND (as outlined above) |
» “I’d like to take this afternoon to think this through, let’s meet again tomorrow at…..”
|Talk about solutions/options |
|Take action |
|Thank the person |
• seek feedback on the impact of the changes you have made
How to really listen when giving or receiving feedback
Listening skills have a big impact on feedback discussions. Active listening helps us to:
- understand what the other person is saying and their point of view
- get to know the other person
- know when the other person has understood what we are saying.
Level 1: Internal listening
At this level:
- we may be hearing the words the other person is saying but the focus is on listening to our own thoughts
- we may be:
- » thinking about what we are going to say next
- » focused on what we think or feel about what the other person is saying
- » thinking about something else.
Level 2: Attentive listening
At this level:
- we are totally focused on what the person is saying
- we aren’t distracted and we are able to give them our full attention
- we use active listening techniques such as paraphrasing or asking questions to confirm understanding.
This level allows us to listen for facts, meaning and intention. This level leads to a common understanding about what is being said and what the other person wants to achieve.
Level 3: Observational listening
This is a much deeper level of listening. At this level we are totally focused on what the person is saying and:
- we are attuned to body language, facial expressions and tone of voice
- we are more likely to identify the other person’s feelings
- we are aware of the impact of our communication on the other person.
At this level we are able to help the other person understand their own feelings and views by reflecting what they are saying back to them. This is called a reflective listening technique. For example we may say things like:
- ‘I can see you are worried about this because you have said ……….’
- ‘so what I am hearing is that you really like working in the team because you’ve mentioned …… several times’.
When seeking out feedback:
Sometimes, people may not be forthcoming with feedback so you’ll need to seek it out. When seeking feedback:
- Select someone you trust and the right person for the topic. e.g. If you would like feedback on your managerial skills it would be a good idea to get feedback from someone you manage.
- Give the other person time to prepare for their discussion with you. Don’t expect an immediate answer.
- Be open to the feedback, ask for specific examples and respond after you have reflected on the issues raised. Be prepared for both positive and constructive responses. Respond graciously. Responding defensively to comments will only make the other person uncomfortable giving you feedback.
- Where appropriate, follow through on the advice and suggestions given to you.
- Thank the person for their feedback.
Whether giving or receiving feedback, it is essential that you remain solutions-focused.
Gather your evidence and ensure you follow through on anything you agree to.
Remember, feedback is vital to your organisation’s success. Use your agency’s Performance Management system to set clear goals and expectations for your team members at the start of the year and ensure they are clear about their responsibilities. Constantly review performance and provide ongoing feedback throughout the year. That way, small issues can be dealt with early and easily and performance can be productive for the individual and the agency.
TAKE HOME MESSAGE
- Τι είναι το σημαντικότερο που μάθατε / διδαχτήκατε από αυτό που διαβάσετε;