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The Top Ten Reactions to Feedback and How to Respond

Presenters

Jamie Resker, President Employee Performance Solutions

Jennifer Tabor, Vice President of Human Resources Boston Private Bank

Communicating Expectations
Yes, Im eager to have you tell me about my deficiencies

You need to be here

You are here

What needs to happen to go from here to there?

Would it be useful to talk about why you are at your current level?

How We Respond to Feedback


Under Attack - Thinking brain shuts down - Emotions crank up -Fight or Flight Response -Self-esteem threat -Judgment = recoil response

OVERDRIVE

In the First Place Getting the Best Reaction


Make a request Say what you want Critical. Deficiency Driven

Introducing Feedback
Improve Get better Stop Weakness You never You dont You shouldnt YOURE DEFICIENT Develop the ability to Work on Focus on Put your energy into I need for you to

FUTURE FOCUSED Possibilities

Managing the Conversation


Ill see what I can I know I do What do you need to mean? I have work on GREAT with that customers!
What do you mean? I thought I was good with customers I cant help itcustomers annoy me.
7

Theres just one thing Id like to Im feeling confident have you focus on

Desired Response
Ultimate Goal
Acknowledges

Action Steps

Check In Recognize Progress More Feedback

Acknowledgement
Employee Reaction

Acknowledgement

Managers Response

What will be your first step? What will you do next?

Surprised
Employee Response

11

Surprised

Managers Response

12

Why Didnt You Bring This Up Before?


Employee Response

13

Why Didnt You Bring This Up Before?

Managers Response

14

When I Worked For My Other Manager


Employee Response

You are SO Awesome!

When I Worked For My Other Manager

Managers Response

Excuses
System or Process Issue?
Employee Response

Performance Issue?

Invalid Excuses

Managers Response

I hear what youre saying but I still need for you to be respectful to your colleagues.

Non-Committal
Ill try but I cant make any promises Ill do my best Ill see what I can do
Tone

Employee Response

Non-Committal
Yes, I will.

Managers Response

Sounds like youre hesitant..

This is important
So Im going to give you time to

Silence
Employees Response

21

Silence
Blaa, blaaaa, blaaa and Im noticing more blaaa, that blaaa,
Managers Response

Lets reconnect

Anger
Employees Response

23

Anger

Managers Response

24

Anger

Acknowledge
Managers Response

25

Anger

Managers Response

26

Difficult: First Conversation


Employee Response

Well, people around here should lighten up a little. I cant help it if I she has no sense of humor, etc.

10

15

20

Difficult: First Conversation

Weve been talking for


2

Managers Response

This is important Lets reconnect

Difficult: Numerous Conversations

HR Contact has been involved

Ive outlined exactly


2

If you choose not to

Managers Response

This will lead us to talking about

Resources / Thoughts
Article Organizational Competencies Make a request Ask for what you want Feedback culture

http://www.employeeperforman cesolutions.com/resources/ma naging-employee-performancediscussions/

Boston Private Bank


Feedback Culture
Helping managers deliver appropriate message feedback is encouraged and nurtured

Role of HR at the bank


collaborative meet with managers & supervisors coaching about having conversations to coach poor performers but also ways to support high performers

Boston Private Bank


Encourage Conversations All Year
no one should wait a full year to receive feedback on their performance

Easier/more effective to have more frequent/less formal conversations than waiting until a big conversation is needed Empowering our managers to take action HR available to coach when preparing for a challenging conversation

Boston Private Bank Feedback Tools


Formal Review Process using Halogen
Open Text areas for feedback Built-in coaching and comment help

Boston Private Bank Feedback Tools


Multirater feedback form to collect peer and other feedback Richer more complete view of performance

Boston Private Bank The Road Ahead


Expand the use of our online performance management tool for a more relaxed/informal feedback process Mid-year process to impress value of feedback
Keep HR apprised of challenges and successes

Improved use of feedback notes/performance journals

Q&A
Jamie Resker, Employee Performance Solutions Jamie@employeeperformancesolutions.com 781-210-2049

Jennifer Tabor, Boston Private Bank jtabor@bostonprivatebank.com 617-912-4409


Connie Costigan, Halogen Software ccostigan@halogensoftware.com 613-270-1011