Management Chapter 4

Direction giving & uncertainty reducing

clarifying goals, tasks, performance measures, and rewards

Tips on receiving feedback

-Ask for feedback in an appropriate time & not during times of change -Request feedback from people you trust -Don't be defensive, make excuses, or blame others -Do not over/under react to feedback -Follow up with feedback provider

Examples of Killer Phrases

-Don't rock the boat -It will never work -Don't be silly -You've got to be kidding -That's the way we've always done it

Positive Response to Feedback:

-Feel positive about feedback -Have a sense of personal control & believe personal change is possible -Set achievable & meaningful goals

Feelings Conversation

-Focuses on emotions -How do I feel about this, how do others feel about this, how much do I protect others feelings

Identity Conversation

-Focuses on the impact of the discussion on the participants self esteem -Am I competent or incompetent, how am I perceived by others

Communication...?

-Reflects reality -Is the real work of managers

HOW TO Create Feedback Friendly Work Environment

-Set clear & measurable performance standards -Give ongoing feedback opposed to performance reviews -Set a tone of openness -Make sure management knows the feedback policies concerning discrimination and sexual harassment. That way feedback has no legal implications

3 Components of 360 Degree Feedback

-anonymously surveying direct reports, peers, bosses to gain info about a specific manager's performance across a standard set of competencies -used almost exclusively for upper level managers and executives -takes A LOT of time, effort, & money

Be yourself

-be natural and don't come across as a trained listener -based on sincere attitude, openness, and respect

Take Responsibility for Completeness

-encourage others to give complete information -ask open ended questions -confirm your understanding by paraphrasing what you heard

Results of 360 Degree Feedback

-enhances performance in only about 1/3 to ½ of cases -Or has no effect or a negative effect in other cases

What happened Convo

-focuses on perceptions of facts -who did what to whom, when, why, who is right

Listen w/ intensity

-give speaker your full attention -ignore technology -don't interrupt or finish other's sentences

People who are more likely to negatively respond to feedback....

-ppl who receive extremely negative feedback may become discouraged & give up on changing behavior

Demonstrate Acceptance

-show you are listening with an open mind -avoid killer phrases "you have got to be kidding me" -avoid judgmental body language. Rolling your eyes

Listen w/ Empathy

-understand the message from the other persons point of view -does not mean agreeing but respecting other persons point of view -suspend stereotypes -don't relate everything to your own experiences

Relationship Building

-use language that connects emotions -sharing feelings and showing you care

The more you listen the more likely you are to hear...?

-what employees need, - learn what customers want, -hear good ideas, -receive bad news, -avoid mistakes -build stronger relationships

2 Classic Communications Skills

1. Active Listening 2. Giving & Receiving Feedback

2 Ways to promote feedback in an organization

1. Create feedback friendly work environment 2. Promote effective feedback techniques

3 Categories of managerial communication that motivates others...

1. Direction giving & uncertainty reducing 2. Relationship Building 3. Meaning-Making

5 steps of Listening Actively

1. Listen w/ intensity 2. Listen w/ empathy 3. Demonstrate acceptance 4. Take responsibility for completeness 5. Be yourself

5 Communication skills that are gaining attention in organizations

1. Motivating Language 2. Communicating across cultures 3. Being aware of how power dynamics are reinforced & changed through communication at work 4. Telling stores that create meaning & mobilize action 5. Communicating through technology

3 Types of Conversations

1. What happened Convo 2. Feelings Convo 3. Identity Convo

Employees say they receive an average of

178 messages and documents a day

The most common used form of Multirater feedback is.....

360 Degree Feedback

Create Feedback Friendly Work Environment

Employees are more likely to seek feedback if they know they will not negatively be evaluated for doing so

Promoting Effective Feedback Techniques

How to create effectiveness in giving feedback -Choose the right time & place -Use appropriate communication -Focus on key performance issues and behavior that the receiver can do something about -Be specific -Be descriptive -Also provide positive feedback

Empathy is both a...?

Perception & Behavioral Skill

Active listening requires....

empathy

Perception Empathy

empathy is understanding each person has a different view of the world

Behavioral Empathy

empathy means responding to another person in a way that validates their perspective

Effective managers spend A LOT of time....

in informal unplanned communication

84% of workers said they are....

interrupted more than 3 times per hour by messages

Active Listening Refers to...

listening to understand another person's point of view without evaluating or judging the person on his views

Meaning-Making

using stories & personal examples that explain the organizations values