For Busy Feds: Boost Your Feedback Skills and See Powerful Results

Tracey Cairnie and Megan Johnston, NVMS

March 28, 2018

Federal ADR Lunchtime Series Presentation

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Session Goals

Maximize Feedback Effectiveness to Prevent Disputes

Influence workplace productivity and satisfaction through effective feedback

Implement a simple model to deliver and

    receive effective feedback

Apply verbal and non-verbal communication techniques to enhance feedback

2

Individual Activity

Close or lower your eyes while performing task

Listen carefully to the instructions

The goal is to ensure consistency

3

The Cost of Poor Communication

What happened during the activity?

What feedback would you give us to improve consistency?

How would you deliver that feedback?

4

When We Avoid Feedback

Often we are reticent to give or request feedback.

This is strongest when:

We are unsure of expectations;

There is low trust; 

We are concerned with how 

feedback will be received; or

We are unaware of how others 

perceive us.

Why else?

5

Arc of Engagement

Judith Glaser’s Conversational Intelligence

I                                Listening                              WE

Resistor

Skeptic

Wait & See

Experimenter

Co-Creators

Low Trust

Conditional Trust

High Trust

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Chemical Conversations

Judith Glaser’s Conversational Intelligence

Arousal & Stress

Noradrenaline

Adrenaline

Cortisol

Connection, Pleasure & Calm

Oxytocin

Dopamine

Serotonin

GABA

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Chemical Conversations

Judith Glaser’s Conversational Intelligence

Noradrenaline

Adrenaline

Cortisol

Arousal & Stress

Rigid

Worried

Defensive

Upset

Oxytocin

Dopamine

Serotonin

GABA

Connection, Pleasure & Calm

Upbeat

Happy

Positive

Engaged

8

Regulating Feedback Conversations

Judith Glaser’s Conversational Intelligence
| Down regulate |  | Up-regulate |
|---------------|--|-------------|
| Exclude       |  | Include     |
| Judge         |  | Appreciate  |
| Limit         |  | Expand      |
| Withhold      |  | Share       |
| Know          |  | Discover    |
| Dictate       |  | Develop     |
| Criticize     |  | Celebrate   |

Nourishing

C

H

A

N

G

E

Depleting

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Benefits of Effective Feedback and Focusing on Strengths

Employees become more capable and confident

Employees grow and develop

Employees feel valued

Employees are more engaged

High-performing teams provide 

six times more positive feedback

than average teams. 

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Four Steps to Effective, Verbal Feedback

Behavior

Effect

Expectation

Result

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BEER:  Behavior

Identify the behavior you want them to change

Behavior is:

Observable

It is NOT:

An assumption

An interpretation

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BEER: Effect

Inquire as to their perception of the situation

Inquire about their intention

Describe what happens because of the identified behavior

Describe how it interferes with the

    goal(s)

13

BEER: Expectation

Give clear feedback on what you want them to do differently, including 

behaviors you want to 

start, stop or change.

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BEER: Result

Inquire as to their perception of

   the situation’s impact

Inquire about their intention

Identify Potential Benefits and Consequences

If employee changes as requested; or

If current behavior continues.

Schedule follow up to check in

15

BEER Feedback Sample

I have noticed that ____________.

When this happens, ________ is impacted in _______ ways.

I am curious – how do you see it?

Moving forward, I expect ______ in order to achieve _______.

Let’s explore how you could meet this expectation ________ .

So you are agreeing to ______  and you understand, If you continue to do (the initial behavior), I will ________ (e.g. remove you from the project).

Let’s check back in ____________ to see how this is progressing.

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The Rundown Video

https://youtu.be/wRNXAdIFEAM

Video Debrief

Who is responsible for the results you observed in the video?

What feedback could the employee have requested in this situation to save time and uncertainty?

What feedback could the manager have requested from the employee?

What barriers to the sharing of safe and effective feedback did you observe?

18

Nonverbal Elements of Feedback

People learn differently

Verbal

Nonverbal

Physiological

Use a combination of communication methods to ensure your instructions and feedback are received effectively

19

The Importance of Safety in Feedback

Building certain considerations into your feedback delivery will maximize the effectiveness and minimize the risks of negative repercussions

Bodily protection isn’t the only types of safety important to a successful workplace

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Safe Feedback is...

Given at frequent, predictable intervals

About learning (self awareness, observation, and reflection)

Emphasizes areas for improvement with goals and future focus, not criticisms

Given directly to the employee or colleague and without an audience

Reinforced and supported by leader examples

21

Feedback Do’s

DO give feedback often

DO pay attention to your facial expression when giving feedback

DO be specific about what needs to change and how

DO explain the reason for the feedback

DO ask others for feedback

DO start with appreciation

DO use the words “yes, and”

DO approach with empathy

DO smile, even when giving feedback over the phone

DO be authentic

DO see feedback as an opportunity to connect

DO give feedback in a manner likely to be perceived as inclusive and supportive

Yes!

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Feedback Don’ts

DO NOT wait until the annual performance review to give feedback 

DO NOT speak in generalities

DO NOT use an aggressive tone of voice or body language

DO NOT use the imperative (e.g. “do this”)

DO NOT give walk-up negative feedback – prepare them

DO NOT just give a speech – effective feedback delivery will create productive conversations

No!

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Follow the simple BEER process for feedback,

Pay attention to nonverbal delivery, and 

Watch your employees’ productivity improve!

24

Thank you

Tracey Cairnie, tcairnie@corevisionllc.com, (571) 214-3692

Owner, CoreVision, LLC; Trainer, Coach & Mediator, NVMS

Megan Johnston, director@nvms.us, (703) 865-7260

Executive Director, NVMS 

Feel free to contact us with questions!

25

Additional Resources

Glaser, Judith E. Conversational Intelligence. How Great Leaders Build Trust and Get Extraordinary Results.  (2014). 

Kaye, Beverly and Giulioni, Julie Winkle. Help Them Grow or Watch Them Go. (2012).

Stone, Douglas and Heen, Sheila. Thanks for the Feedback: The Science and Art of Receiving Feedback Well. (2015)

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