Feedback

Harish Karkera
Ashish Gundre
Introduction
Feedback describes the situation when output from
an event or phenomenon in the past will influence an
occurrence or occurrences of the same event /
phenomenon in the present or future.
When an event is part of a chain of cause-and-effect
that forms a circuit or loop, then the event is said
to "feed back" into itself

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People won't get great at their jobs unless you do a
great job of giving them feedback.
Feedback is such an important communication tool.
Openness, honesty, Frankness, trust all of these are
hallmarks of high performance teams and
organizations.
Good feedback skills are essential to any relationship.

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Feedback is important because:

It prevents small issues from festering into unmanageable problems.

It builds trust in relationships.

It promotes personal and professional growth.

It acknowledges individual and team accomplishments.

It clears up misunderstandings.

It is a way to acknowledge and recognize team members' skills and contributions.

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Types of Feedback
Understanding
Untimely Infrequent openness Frequent open
surprising awkward
Better feedback
demotivating feedback
performance

Confusion.
Timely. No
Defensiveness.
surprises.
worse
Motivating
performance
Vicious circle Virtuous circle
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Difference Between Good and Bad Feedback
 
Good feedback Bad feedback
Content  Discusses content, process,  Is incomplete
values
 Ignores positives (a classic violation of
 Highlights positives psychology)

 Highlights deficiencies with  Is a witch-hunt or a blame-placing session (With

specific and tested guidelines for no training or improvement offered; no
improvements opportunity for growth)

Direction  Is a two-way street (hence 360  Is one-sided

degrees )
 Domination by one party

 No opportunity for alternative views

Process  Is conducted in an environment  Is hostile
befitting the goal: mutual
 Is personal
understanding and improvement
 Is defensive
 Is not a surprise
 Contains content which is completely unexpected
 If there is a big problem, it must
be discussed beforehand

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Positive feedback
It tends to increase the event that caused it, such as in a
nuclear chain-reaction. It is also known as a self-
reinforcing loop. An event influenced by positive feedback
can increase its output/activation .

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Cont…
Positive feedback is information about what someone did well.
There's a very simple approach you can use when giving
positive feedback.
 Describe what the person actually did or said, and
 Why this statement or action was effective.

Make sure your "What and Why" approach is based on specific,

sincere information.
For example: “Kajal, when you presented the results of the team's
customer satisfaction survey, your charts were very clear and
easy to understand (what). They made it easy to identify which
areas we need to work on to make our customers happier
(why).."
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Negative feedback / Feedback for improvement
It tends to decrease the input signal that caused it, is
also known as a self-correcting or balancing. An event
influenced by negative feedback can decrease its
output/activation .

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Cont…
Feedback for improvement is given about situations which did not go
well, or which could have been better.
In this case, it's important to tell the person specifically what could
have been said or done differently, and why that would have been
more effective.

The approach to giving feedback for improvement is:

 Describe what was said or done,
 Tell what would have been a better approach, and
 Why that would have been better

Make sure your "What, What and Why" approach is based on

specific, sincere information.
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Cont…
For example: “Rahul, when you commented on Raj’s report, I felt your
remarks sounded sarcastic and not specific enough to be helpful
(what). If you tell Raj exactly what additional information is necessary
(what), he'll be able to incorporate the information you feel is needed
when he revises the report (why)..“

Giving negative feedback is never easy, but if done properly it isn't

unpleasant.

What You Need:

 A private place.
 A calm mind.
 Patience.
 Your sense of humor.

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Basic Guidelines for Giving Feedback
Clarity -- Be clear about what you want to say.
Emphasize the positive
Be specific -- Avoid general comments and clarify
pronouns such as “it,” “that,” etc.
Focus on behavior rather than the person.
Refer to behavior that can be changed.
Be descriptive rather than evaluative.
Own the feedback -- Use ‘I’ statements.

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 In organizations
An organization seeking to improve its performance, uses
feedback to make required adjustments.
Feedback serves as motivation for many people in the
work place.
When one receives either negative or positive feedback,
they decide how they will apply it to his or her job.
A person should learn how to accept any kind of feedback,
analyze it in the most positive manner possible, and use it to
further impact future decision making.

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Feedback in organizations
Financial audit
Performance appraisal
Shareholders' meetings
Marketing research
360-degree feedback
Walkouts
Lockouts

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Giving and Receiving Feedback
Giving Feedback Receiving Feedback
1. Provide information intended 1. Make it safe for others to be honest with you by:
to benefit the receiver
 Welcoming the information, even if critical
2. Use "I" statements - own your
 Listening - not defending or justifying
observations and perceptions
 Asking questions, defining the information that
3. Be concise and specific will be useful to you

4. Describe the behaviour - avoid 2. Offer a summary of what you hear

using labels
5. Describe the impact of the
behavior (so what?)
6. Suggest improvements
3. Acknowledge agreement where appropriate; make
note of questions
4. Take some time to think about what you hear -
then decide how to respond.

7. Ask for feedback as well as 5. Offer a different view if it is constructive

giving it

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 Conclusion
Feedback is a gift, a unique learning opportunity. Whether
you agree or not, it has value because it represents a set of
perceptions about you and your behavior.

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