Giving and Receiving

Feedback

Lisa J. Downs

American Society for Training and Development

Feedback Defined

 Feedback is the response by a listener

to a speaker’s message

 It can be verbal or nonverbal, positive or

constructive

 Giving and receiving feedback effectively

is key for good listening
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Feedback Defined

Effective Feedback Is…

 Timely
 Specific
 Descriptive
 Relevant
 Helpful
 Realistic

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Steps for Giving Feedback

1. Ask the person if he or she is open to

receiving feedback

2. Describe the person’s behavior as

specifically and accurately as possible,
focusing on observations

3. Keep the tone of voice positive

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Steps for Giving Feedback

4. Describe the impact of the person’s

behavior

5. Work with the person to identify

alternate behaviors

6. Follow up with the person after an

agreed-upon timeframe
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Tips for Giving Feedback

 Be aware of your own reactions and

feelings; question assumptions

 Avoid rushing to judgment or blame;

keep an open mind

 Use paraphrasing and empathic listening

techniques
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Tips for Giving Feedback

 Consider the person’s recent behavior

 Help the person explore ideas and action

steps

 Be mindful of timing and location for the

feedback conversation

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 Feedback Example

Speaker: “Jim, I’ve noticed something with your behavior in our

team meetings. Would now be a good time to share my
observation with you?”

Listener: “Sure, Kim. I’m at a stopping point in my work right

now.”

Speaker: “Great; thank you. When you don’t seem to have

project updates to share in our meetings, I feel
concerned. Can you help me understand what’s
happening?”

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Steps for Receiving Feedback

1. Ask for feedback to avoid any surprises

2. Consider any feedback as being in your

best interest

3. Concentrate on listening to the other

person

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Steps for Receiving Feedback

4. Paraphrase what you hear to gain

understanding

5. Ask clarifying questions if needed

6. Thank the person for taking an interest

and tell him or her how you will use the
feedback
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Tips for Receiving Feedback

 Avoid becoming defensive; stay focused

on the positive

 Ask for examples or specific

observations if you do not hear any

 Do not ramble; listen more than speak

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Tips for Receiving Feedback

 Do not interrupt the speaker

 Ask for feedback only when you want an

honest response

 Follow through on commitments made

during the conversation and update the
person on progress
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