Positive feedback "real play" practice
Purpose:
Practice giving and receiving positive feedback using the feedback model. Create an environment where everyone will have the opportunity to give positive feedback to other team members. This feedback practice will use the feedback model as the conversation template using real life positive feedback situations; i.e. this is a real play, not a role play.
Background:
The most powerful route to building strong relationships and developing a high-performance organizational culture is to create an environment where individuals openly give and receive feedback. Information will always flow, whether it’s verbally or electronically. To create true communication there must be a looping of information from sender and receiver. There must be continuous clarification and summarization. The most effective way to achieve precision levels of communication is through the flow of information from sender and receiver creating a feedback loop.
The feedback model provides a powerful communication template to improve the effectiveness of our dialogue. Each step is important. It may feel awkward and outside of your comfort zone at first, yet stay with the model. Use the steps and structure to improve your communication.
Set up:
First: Have all participants read this month’s article, “Creating a Culture of Feedback.” Explain the purpose of feedback and openly discuss the challenges and barriers to effective communication (e.g. poor listening, perceptions, emotions, assumptions, etc.).
Second: Hand out a copy of the feedback model to all participants and have one copy of the feedback model on a flip chart or large screen in front of the classroom (see model below). Take time to explain the feedback model to all participants.
Third: Use the example below to demonstrate a positive feedback interaction.
Positive Feedback Example
Giving Feedback (Michael)
Behavior: Sarah, I want to thank you for all your help on the newsletter project. You have organized the information in an easy to read format, added compelling graphics, and even took the time to learn new software.
Impact: This created a product of tremendous content and value for all of our clients to enjoy on a monthly basis and will assist them in applying the training in their organization. Learning the software will help produce the newsletter in a timely and cost efficient manner.
Suggestion: Please continue to produce this powerful newsletter in the months to come and continue to look for ways to keep it interesting and exciting!
Receiving Feedback (Sarah)
Summarize: Thank you Michael for letting me know how my work on the newsletter has positively impacted our clients and our organization. I also appreciate you recognizing the newsletter layout and my effort with the new software.
Clarify: What type of graphics would you like to see going forward? (A dialogue would now take place between Michael and Sarah. Michael says, “Keep the graphics colorful and vibrant please.”)
Respond: I will definitely keep the newsletter dynamic with content and graphics as we move forward. Thanks for the feedback Michael!
Process:
Step 1:
Have the participants in the room partner up with someone that they interact with in the organization. Have each person write out a REAL positive feedback dialogue using all three steps: Behavior, Impact, and Suggestion. (Note: participants will not write out the receiving feedback portion. The receiving feedback will be completed in the actual real play.)
Step 2:
Once everyone has completed writing their giving positive feedback script, have two volunteers come to the front of the room to demonstrate. The facilitator will guide the two volunteer participants as needed. After the demonstration, allow the observing participants to discuss and comment on the effectiveness of the feedback interaction.
Step 3:
Now it’s time to have the partnered-up participants spread throughout the room and begin to practice their real play feedback. (Remember, we do not refer to this as role play because this feedback practice should be honest and sincere positive feedback based on a real life situation).
After the first feedback interaction is completed, the partner will switch roles from giver to receiver. Each person will have the opportunity to give and receive feedback.
Step 4:
When everyone has completed their feedback interactions, begin a group discussion and debrief the experience. Use the following questions for debriefing the positive feedback practice:
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How did it feel to give positive feedback?
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How did it feel to receive positive feedback?
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Was the giver of feedback specific about the behavior and impact?
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Did the receiver of feedback summarize both the behavior and impact?
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How can you apply this feedback on a daily basis?
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What impact will feedback have on our business culture?
Step 5 (optional):
Feedback Mingle
Have the participants stand up and spread around the room with a new partner. Tell them that they are going to repeat their previous practice by giving positive feedback to each other using the feedback model. Both participants will give and receive positive feedback and then look for new partners. Tell them to give positive feedback to as many individuals as possible in 15 minutes. Have participants stick to the model.
Conclusion:
The positive feedback practice is a great way to begin to learn the feedback model. As the participants get good at giving and receiving positive feedback, then they can evolve into giving feedback for improvement. The model will often feel mechanical and outside the comfort zone of the participants, especially when summarizing the feedback. Summarizing is not the norm for most individuals and yet it is one of the most important steps for improving an individual’s listening skills. Encourage everyone to keep practicing and eventually they will not even realize that they are using a model – it will simply be powerful conversation and positive dialogue. This is when communication becomes magical and your culture is untouchable!
Important! If you or the presenter of this process needs help in learning the feedback model and facilitating the process, please call your Leadership Training Advisor (LTA) or another Rapport team member. We will be happy to assist you in applying this powerful communication tool!
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