Giving feedback

Aim: To determine the principles of effective feedback

Roleplay Dr/patient (Mrs Hamilton scenario) + observer in fishbowl. Observer gives feedback to patient
Group gives feedback to observer

Who should give feedback?
When should feedback be given?

Constructive criticism:

Praising is easy
Criticising is even easier
Constructive criticism requires
1. Listening skills
2. Criticising skills

Listening skills
- Non-verbal behaviour: attention/eye-contact/positive feedback
- Focus comments on the experience to the speaker
- Accepting ideas and feelings & not dismissing explanations
- Empathy
- Probing ("you said that.." "tell me more about...")
- Summarising to check understanding
- Widen discussion by suggesting alternatives
Criticising skills
- Let the person in the hot seat speak first - often is realistic!
- Good points first
- Plan a solution to the problem
- Be sensitive to the person
- Show interest and involvement
- Be constructive
  - Show that the problem exists
  - Encourage suggestions of improvements
- One point at a time
- Criticise the act not the individual

Giving Feedback

The process of review is important to us all - we can all learn from both our mistakes and our successes. Successful review requires an ability to give and receive feedback honestly, clearly and effectively.

Feedback should always be positive and supportive.
Feedback is non-judgemental, clear information to the other person.
Your own thoughts, feelings and opinions by making 'I' statements (rather than 'you' statements).
You speak directly to the other person (rather than talking about them to others).
You comment on the behaviour, not the person.
You are specific in your comments.
You may suggest constructive ways of improving behaviour/ performance.

Receiving Feedback

When you are receiving feedback from others, whether criticism or praise, do not let your feelings get in the way of using the important information which is being offered.

Listen actively without comment until the other person has finished speaking (avoid interrupting with explanation or defence).
Accept compliments assertively - own Your strengths.
If the feedback is 'loaded' in some way, do not immediately rise to the defensive or crumple in dismay. Express your feelings about the statement: 'I feel angry/upset/confused when you say that'.
Ask for comment on your behaviour rather than your personality.
If the feedback is vague, ambiguous or generalised, ask the speaker to be more specific: 'What exactly was it about my behaviour in the situation which you liked/disliked?'
Ask the speaker how they would rather have you behave.

Do not swallow criticism whole; look for consistent feedback from a number of people before you do. Take responsibility for which aspects of the feedback you will act on - it is your choice to change your behaviour.

Listen to the feedback rather than immediately rejecting it or arguing with it.
Be clear about what is being said.
Check it out with others rather than relying on only one source.
Ask for feedback you want but don't get.
Decide what you will do as a result of the feedback.