Feedback in organization

Feed Back – “The response of a receiver to sender’s message ” – Verbal – Non Verbal

Kinds of feedback • Positive feedback – It is probably what you prefer. It feels good. – it proves that
you are on the right track and that you are successful at what you are doing. I know I did it. WOW…!
Man.

Two kinds of feedback • Negative feedback – Nobody likes it. – It lets you know that you are on the
wrong track and you need to change direction or make adjustments.

Why to give Feedback •

Feedback is powerful as it helps people get on track. • It serves as a guide to assist people to know
how they and others perceive their performance. • Feedback can also be very motivating and
energizing.

Effects of Feedback •

Research from Barbara Fredrickson, Ph.D. – Principal Investigator of the Positive Emotions and
Psychophysiology at the University of North Carolina. • Positive emotions: – Increase cognitive
functioning – Big Picture focus – Psychological resilience-undo harmful – Residual effects of
negative emotions

Negative emotions: – Narrow focus – Lead to rigidity and defensiveness

Its role in organizations • Feedback is essential in business. Lack of feedback can lead to frustrated
customers, unmotivated employees and a negative corporate culture. Everyone communicates, but
not everyone communicates effectively.

Customers – Customer feedback consists of communication that a customer provides to a company

on the performance of its products and services The feedback can come through the form of
surveys, comment cards or simply through a customer's comment while already speaking with a
company representative.

For Example: – For example, at a time before Jelly Bellys became famous, a little girl once asked gift
shop operator Daina Johnson why she didn't sell them. Daina picked up on this feedback and
became one of the very the first Jelly Belly retailers. For years Jelly Bellys brought throngs of
customers into the shop.

Corporate Culture – With a lack of feedback, the corporate culture can become bleak and
unmotivated. Every business has a particular culture which can be the result of the communication
systems set in place. – Feedback allows both customers and employees to voice their opinion,
creating a healthy corporate environment which leads to greater productivity and motivation •

Employees – It has strong links to employee satisfaction and productivity. – People like to feel
involved and identified with their organization and feedback can help achieve that state.