Faculty of

Hotel & Tourism

Management
Committed to Nurturing
Talent, Passion and Innovation

1
CHAPTER TWO

360-DEGREE FEEDBACK
 WELCOME
CREATIVE

ZURENA@RENA SHAHRIL, PhD

300K
Friday, October 30, 2020 l 9.00AM

03-32587764/ 012-3480875
zurena511@uitm.edu.my
 Topic 1
What is 360 degree
feedback?
PRESENTATION
OUTLINE
CREATIVE Topic 2
360 degree feedback
advantages
360 Degree Feedback:
Everything You Need to Know

Topic 3
Blueprint for a
successful 360 degree
feedback program
 Topic 1
What is 360 degree feedback?
What is 360 degree feedback?
• A benchmark measuring tool to gather feedback from different
people for the objective assessment of an individual performance

• The sources for 360 degree feedback include; colleagues,

subordinates, supervisors, etc

• May also include external stakeholders such as customers, suppliers

or other relevant stakeholders
What is 360 degree feedback?
• Using a predefined appraisal form which is aimed at determining
the performance of the employee against expected competencies

• The mechanism helps organizations determine the performance of

an employee, as well as to develop skills and behaviors which might
help them improve
When to use 360 degree feedback?

Commonly used for performance appraisals

1. Determining the pay and promotion prospects of
employees
2. Determine the utility of employees
# review is often unnerving for employees, even
people from the senior management; since it can
easily ruin their prospects or result in termination on the
basis of poor performance.
# The goal is to help members understand their
strengths and weaknesses and to highlight the areas
where they need professional development.

8
 Topic 2
360 degree feedback advantages
 Increases Improves Encourage Improves Relationship
Accountability Performanc Personal Development between Colleagues
e
360 degree feedback advantages
Increases Accountability

• Regardless of the performance and ability of an employee, the need to be

accountable, both in terms of performance and behavior towards other colleagues
is important

• The purpose of 360 degree feedback not only entails enhanced performance but
also to help improve employee relationships at the workplace and to hold them
accountable for bad behavior or recklessness

• For example, aspects like bad behavior with subordinates, excessive use of
company resources or limiting opportunities for people down the hierarchy are
often commonly observed where there is an abuse of power by senior officials
360 degree feedback advantages
Improves Performance

• A 360 degree evaluation can help employees improve their skills, relationship with
peers

• To seek out improvements due to increased accountability, which can help them
enhance performance
360 degree feedback advantages
Encourage Personal Development

• The 360 degree feedback tool ensures that employees can no longer continue
working in isolation or get away with bad behavior with colleagues

• The need to satisfy multiple stakeholders can help enhance performance and
encourage personal development
360 degree feedback advantages
Improves Relationship between Colleagues

• It is inevitable that 360 degree feedback, if done correctly will lead to at least
some improvement in relationships between colleagues

• While this might not necessarily be due to the mere benevolence of individuals

• a 360 degree evaluation can definitely make one think about how they will be
evaluated by colleagues and help improve coordination and overall conduct
 Topic 3
Blueprint for a successful 360 degree feedback program
 BLUEPRINT FOR A SUCCESSFUL 360 DEGREE FEEDBACK PROGRAM
CREATIVE

Component one

Communication and
1 4 Component four

Confidentiality and
Change Management Anonymity

Component two

Development, not
2 5 Component five

Reliable and Valid

appraisal

Component three

All questions are not

3 6 Component six

Norms
created equal
 BLUEPRINT FOR A SUCCESSFUL 360 DEGREE FEEDBACK PROGRAM
CREATIVE

Component seven

Coaching, Mentoring,
7 9 Component nine

Reassessment
and Training

Component eight

Development or
8
Action Plan
360 degree feedback program
Communication and Change Management

• Preparing your population for a 360 is extremely important to ensuring the

feedback is accurate and is acted upon

• The goals of the program, the process, what the participant is accountable for, all
these should be addressed in a communication plan
360 degree feedback program
Development, not appraisal

• An organization should make sure that it is doing 360 feedback for the right
reasons

• It is strongly recommended to only use 360s for developmental and not appraisal
purposes

• The two purposes are incompatible

360 degree feedback program
All questions are not created equal

• Survey questions should be clearly focused and specific around a particular set of
skills, competencies, or behaviors that are trainable

• It’s crucial to measure behaviors that are relevant to the role and others can see
(observable)

• Why waste everyone’s time asking a bunch of poorly worded, double-barreled

questions that aren’t role-specific and under the control of the person to change?
360 degree feedback program
Confidentiality and Anonymity

• Imagine having a supervisor who is always demeaning and threatens to fire you
when you challenge his/her ideas

• Then you get an invitation to take a survey about your supervisor’s leadership skills

• If you have little confidence your feedback will be confidential then would you be
honest?

• Probably not, if you need your job

360 degree feedback program
Confidentiality and Anonymity

• This is one example of why anonymity and confidentiality is a vital component of

the 360 process

• Raters need to know providing honest ratings, no matter how good or bad they
may be, will not threaten their job

• For the individual being rated, receiving feedback that is not accurate will focus
development efforts on the wrong skills, effectively derailing the development
process
360 degree feedback program
Reliable and Valid

• Reliability is the overall consistency of a measure

• A measure is said to have high reliability if it produces similar results under

consistent conditions

• Validity means the 360 should measure what it was designed to measure

• For an instrument to be valid it needs to be compared to another measure

360 degree feedback program
Reliable and Valid

• If there is consistent high correlation between an assessment measure and the

performance measures internally then the instrument is valid

• Types of validation, including face, content, and construct validity

360 degree feedback program
Norms

• Comparing individual results with those in a similar role is a great way to see how
competitive they are

• Rather than relying completely upon raw scores when analyzing feedback, a
combination of norms and centiles is often recommended
360 degree feedback program
Norms

• Norms can be thought of as performance benchmarks to help interpret results of

the feedback more effectively

• Viewing the feedback in context of a larger population of managers or leaders is

essential for a full understanding of the data
360 degree feedback program
Coaching, Mentoring and Training

• A qualified coach can help defuse those emotional responses, putting the feedback
in context of their role and environment

• The coach can also be a competent sounding board to help organize key priorities

• Brainstorm next steps to navigate the challenges the individual is facing, ultimately
leading them down the road of behavioral improvement
360 degree feedback program
Development or Action Plan

• Accountability! Strongly consider requiring the participants to build an action plan

and share it with their direct manager/ supervisor

• What knowledge has the individual being rated taken away from this process and
what are they going to do with it?

• Without this important step there’s no accountability, no personal commitment

360 degree feedback program
Reassessment

• An individual’s first 360 can provide invaluable insights into their strengths and
blind spots

• Comparing scores over time, knowing that continuous improvement requires

ongoing measurement, gives the participants the knowledge to adjust their
development plan on a regular basis
 THANK YOU
FOR YOUR ATTENTION