Giving effective feedback
Open, honest and constructive communication is integral to effective working relationships. This includes giving and receiving effective feedback, which may involve affirming positive messages but can also be a tool to address particular aspects of behaviour. As highlighted in the principles of RPD, issues or concerns that have not yet been discussed with the reviewee shouldn’t be raised for the first time, unless an incident has just occurred prior to the time of the RPD conversation. It is expected that conversations concerning performance are ongoing and issues addressed as they arise.
In either instance, feedback should be offered constructively, with the view to develop and improve performance. However, if feedback is not delivered effectively, it can be perceived as negative by an individual and reduce self-confidence, a balanced approach is most effective, see the model below:
The COIN feedback model below is a useful way to ensure feedback is given effectively:
Context - Describe the situation
Be as specific as possible and in a timely way
Observed Behaviour - Describe the behaviour
Be as clear as possible and avoid drawing conclusions
Impact - What were the results of this behaviour
Positive or negative
Next steps - What specific behaviour should be changed or repeated?
Why should this change be made?
Positive feedback could be given like this, if using the model above:
Yesterday when Alex stopped by your office…
I saw you put down the budget you had been working on and go to our website to get some information. You then got up and walked Alex from your office towards the office that could help…
Alex stopped by later to tell me how helpful you had been. Your flexibility and willingness to go out of your way to help really models our commitment to customer service…
I really appreciate that you’ll continue to do this. It shows your commitment to customer service.