Communication, collaboration, and delegation are frequently ...

Communication, collaboration, and delegation are frequently ...

Hi-Touch Healthcare EFFECTIVELY GIVING AND RECEIVING FEEDBACK WHAT TO EXPECT IN THIS PRESENTATION Find the Ball Activity Overview of Feedback

Rules for Effective Feedback Feedback in Healthcare Discussions The In-Law Scenario Reactions to Feedback Rules for Receiving Feedback Sparkling Moments Activity IMPORTANCE OF COMMUNICATION AND SOFT

SKILLS Communication is the skill that can possibly have the greatest impact on effective healthcare delivery. It really is the key to clinical governance and demands as much attention, respect and sustaining as other seemingly harder targets. However, often the mere mention of the importance of communication causes less than positive reactions in healthcare professionals.

(Jelphs, 2006, senior fellow at the Health Services Management Centre at the University of Birmingham) FIND THE BALL ACTIVITY Need 4 volunteers All 4 volunteers will leave the room They will come back, one at a time, to find

the golf ball Volunteers please leave the room FIND THE BALL ACTIVITY Each person will receive a different kind of feedback

Silent Feedback Negative Feedback Positive Feedback Specific Feedback FIND THE BALL ACTIVITY

Need 4 volunteers All 4 volunteers will leave the room They will come back, one at a time, to find the golf ball Volunteers--please leave the room FIND THE BALL DEBRIEF How did you feel while looking for the ball? What did you think/feel as a result of the

feedback you received? How did the feedback you received affect your performance? How did the feedback you received affect how you felt about the individuals giving the feedback? If this was the type of feedback you received every day, how would you feel? Reflect about what type of feedback you have

experienced on the job? How can you improve the feedback practices you have experienced at work? WHAT IS FEEDBACK? Feedback is information Feedback is about performance or behavior Feedback leads to action, development of

performance, or improved behavior PURPOSE OF FEEDBACK Know what they are doing well Know what to change FEEDBACK PERCEPTION

Most people really want to know how they are doing. They want to know if other people approve of what they are doing! Most people also really want to know if there is something they could do better or more effectively. FEEDBACK IS NOT! An end in itself

A solution to problems Praise or blame/approval or disapproval Feedback DOES come from real life interactions. FEEDBACK IN HEALTHCARE DISCUSSION Divide into small groups of 34

Compile a list of factors based on the question on the next slide Brainstorm for 5 minutes FEEDBACK IN HEALTHCARE DISCUSSION What factors about the

healthcare setting need to be considered when giving feedback? RULES FOR EFFECTIVE FEEDBACK Timely Selective Balanced Suggestions (not requirements)

Descriptive Specific EXAMPLE I think youre selfish in that you dont listen to anyone else. I notice that you dont look at people when they are talking to you.

POSITIVE FEEDBACK SANDWICH ASKING FEEDBACK SANDWICH Ask Tell Ask THE IN-LAW SCENARIO

Need 3 volunteers to read a scenario to the group. Narrator Mother-in-law New daughter-in-law THE IN-LAW SCENARIO DEBRIEF What did you observe? In what ways was the mother-in-law

honest? Overall, was the interaction positive or negative? Why? Did the mother-in-law offend the daughterin-law? BEFORE YOU GIVE FEEDBACK PAUSE AND ASK YOURSELF What is my intention behind giving this individual feedback?

How do I feel about giving this feedback? How is the other individual feeling? Is s/he in the right frame of mind to accept this feedback? Both people should feel calm! REACTIONS TO FEEDBACK The individual receiving the feedback can

react with Anger

Denial Blame Rationalization Acceptance Renewed Action RULES FOR RECEIVING FEEDBACK Listen Be receptive

Keep an open mind Investigate Acknowledge WHAT TO DO YOU DO WITH THE FEEDBACK Listen

Understa nd Time Plan SPARKLING MOMENTS ACTIVITY

Break into pairs One person is A and the other is B Each partner follow the directions on the handout SPARKLING MOMENTS ACTIVITY Discussion Phase: Partner A

Partner B Reflect Feedback Phase Partner A Partner B THANK YOU!

Questions? Comments?

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