The Feedback Loop [OETC Summit - October 2019]

C35e01544a0dd94a2cf1619ee8a42ebb?s=47 Claire Lew
October 11, 2019

The Feedback Loop [OETC Summit - October 2019]

Giving and getting feedback well are some of the most-valued – yet difficult to master – skills for any manager. After years of research across hundreds of companies in 25+ countries, Claire Lew, CEO of Know Your Team, shares the playbook for how the most effective managers give and get feedback within their teams.

Get more of our resources at http://knowyourteam.com/

C35e01544a0dd94a2cf1619ee8a42ebb?s=128

Claire Lew

October 11, 2019
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Transcript

  1. 4.
  2. 6.

    As CEO, you’re somehow both the total insider and the

    total outsider at the same time. In some ways you’re at the center of the organization. In other contexts, you’re like the last person to know anything. “ ” -PETER THIEL Cofounder + former CEO of PayPal
  3. 7.

    As CEO, you’re somehow both the total insider and the

    total outsider at the same time. In some ways you’re at the center of the organization. In other contexts, you’re like the last person to know anything. “ ” -PETER THIEL Cofounder + former CEO of PayPal
  4. 10.

    If you’re a leader, you can put yourself in a

    cocoon – a good news cocoon… “ ” -NANDAN NILEKANI Cofounder of Infosys
  5. 12.

    69% (Harris Poll with 2,000+ adults) of US managers say

    the hardest part of managing is “communicating with employees in general"
  6. 13.

    37% (Harris Poll with 2,000+ adults) of managers say they’re

    uncomfortable having to give direct feedback about their employees’ performance
  7. 17.

    GET

  8. 19.
  9. 21.
  10. 23.

    Today Why this matters How to give difficult feedback well

    Key situations Q&A TODAY The cost of not doing this
  11. 24.

    Today Why this matters How to give difficult feedback well

    Key situations Q&A TODAY The cost of not doing this What gets in the way
  12. 25.

    Today Why this matters How to give difficult feedback well

    Key situations Q&A TODAY The cost of not doing this What gets in the way How to do it well
  13. 26.
  14. 27.
  15. 28.

    GET

  16. 33.

    Yes, there’s an area outside my current role where I

    feel I could be contributing. 76% (814 employees responded across 135 different companies through Know Your Team.) “ ”
  17. 34.

    Yes, something is holding me back from me doing my

    best work right now. 58% (1027 employees responded across 144 different companies through Know Your Team.) “ ”
  18. 36.

    Yes, I think we’re behind the curve on something in

    particular. 65% (1,267 employees responded across 190 different companies through Know Your Team.) “ ”
  19. 37.

    Yes, I’ve seen something recently and thought to myself, I

    wish we’d done that. 75% (1,338 employees responded across 209 different companies through Know Your Team.) “ ”
  20. 39.
  21. 40.
  22. 41.

    1.8X Futility is more powerful than fear as an obstacle

    to feedback. (2010 Harvard Business Review article)
  23. 50.

    If you could be proud of one accomplishment between now

    and next year, what would it be? QUESTION
  24. 53.

    In the past month, what rumors have you heard that

    you think I should know about? QUESTION
  25. 58.

    When have you been frustrated in the past year? What

    can I do to help make things less frustrating for you, or get out of your way? TENSION When have you been frustrated in the past year? What can I do to help make things less frustrating for you?
  26. 59.

    When have you been frustrated in the past year? What

    can I do to help make things less frustrating for you, or get out of your way? TENSION When have you felt dejected or demoralized this past year? What can I do to better support you?
  27. 60.

    When have you been frustrated in the past year? What

    can I do to help make things less frustrating for you, or get out of your way? TENSION When have you been disappointed with a decision? Was there an opportunity you think we squandered? How would you have preferred with proceeded?
  28. 61.

    DO THIS Follow up with a question about what you

    + the organization can do going forward.
  29. 63.

    Questions around specific moments of energy ENERGY When have you

    felt excited about what you’ve been working on in the past year? What can I do to provide you with more opportunities so you feel that way?
  30. 64.

    Questions around specific moments of energy ENERGY When have you

    felt most proud being a part of the organization? What can I do to make sure we do things that continue that feeling?
  31. 65.

    Questions around specific moments of energy ENERGY When have you

    felt most motivated about the work you’ve been doing? What can we do to create an environment so you feel like that more often?
  32. 67.
  33. 68.

    What’s a question you’d ask to… • Show you’re “going

    first”? • Is specific? • Is around moments of tension + energy? ASKING FOR FEEDBACK
  34. 71.
  35. 72.

    GET

  36. 73.
  37. 83.
  38. 84.

    TEND TO PREFER TEND TO AVOID 4.7 Receive negative feedback

    2.3 Receive positive feedback -2.3 Give negative feedback 0.1 Give positive feedback (Harvard Business Review 2014)
  39. 85.

    TEND TO PREFER TEND TO AVOID 4.7 Receive negative feedback

    2.3 Receive positive feedback -2.3 Give negative feedback 0.1 Give positive feedback (Harvard Business Review 2014)
  40. 86.

    TEND TO PREFER TEND TO AVOID 4.7 Receive negative feedback

    2.3 Receive positive feedback -2.3 Give negative feedback 0.1 Give positive feedback (Harvard Business Review 2014)
  41. 87.

    How do you say those things kindly yet honestly? Our

    team wants honest feedback! REMEMBER!
  42. 96.
  43. 109.

    Consider: “How does this person feel about my feedback? Was

    there anything I might have misinterpreted or overlooked? Is there anything that I can be doing better to help support the other Giving feedback is a conversation, not a mandate. REMEMBER!
  44. 111.
  45. 119.

    Acknowledge it's only your opinion You can never control another

    person’s reaction – you can only control yourself. REMEMBER!
  46. 125.
  47. 126.
  48. 128.

    GET

  49. 130.