Workplace Gold Ch. 14- Delivering Feedback

Question 1

Feedback can even be neutral (meaning neither recognition nor criticism) when it provides: (3)

Answer 1

1. Instruction
2. Direction; or
3. An opportunity for job related interaction between a subordinate and a supervisor

Question 2

Feedback can be informal or formal. It can be in the form of recognition, or in the form of (blank, blank, or blank)

Answer 2

criticism, correction, or a requirement to improve.

Question 3

Supervisors attempting to provide feedback to their employees should consider the following guidlines: (8)

Answer 3

1. Focus on behaviors, not attitudes.
2. Be specific (about the behavior that you observe that deserves recognition or criticism or requires improvement)
3. Offer solutions when needed, not just criticism
4. Face- to- face (Email should NOT be used to provide so-called constructive criticism, negative feedback, or complaints about behavior and performance.
5. No Email Tag: Do not get sucked into playing email tag with subordinates. The best response to such emails is “Come and see me when you get a chance.” Let the employee know you are willing to have a discussion, just not by email.
6. Empathy- be aware of your impact
7. Keep you goal in mind: It is important to understand that your feedback may not always be appreciated by that employee. It is essential to maintain your professionalism throughout the discussion.
8. Short and Sweet: (or at least concise and professional).

Question 4

Employees make mistakes or fail to do what you ask because of one of three things:

Answer 4

1. They lack resources; supervisor might help in addressing that problem
2. They lack knowledge; may be corrected by formal training or on-the-job instruction
3. They lack desire; criticism and correction may be warranted, but often what is needed most is a caring supervisor that helps find a solution to the problem, or at lest helps the employee find a solution.

Question 5

Face to face, in-person feedback provides the clearest form of communication. Face to face feedback allows your subordinates to hear not only the words spoken, but:

Answer 5

the tone in which they are delivered.

Question 6

Besides increasing the effectiveness of your feedback delivery, face to face feedback allow you the opportunity to:

Answer 6

observe your subordinate’s response.

Question 7

Your goal in providing any negative or corrective feedback is simply to:

Answer 7

improve their future behavior.

Ideally, you identify the problem and help the employee correct the problem, so you do not have to repeat the same discussion in the future.

Question 8

Occasionally, an employee did a great job at something unrelated to your corrective feedback. You might think it a perfect opportunity to give recognition at the same meeting to balance out the negative feedback just delivered. DO NOT:

Answer 8

confuse your message! You are not discussing the employee’s overall behavior or performance. You are discussing a specific situation that you want to prevent from repeating!

Question 10

Feedback:

Focus on behaviors, not:

Answer 10

attitudes.

Question 11

Feedback:

Be specific about the behavior that:

Answer 11

you observe that deserves recognition, or criticism/ requires improvement

Question 12

Feedback:

Offer solutions when needed, not just:

Answer 12

criticism.

Question 13

Do not get sucked into play email tag with a subordinate. The best response to such emails is:

Answer 13

“Come and see me when you get a chance.”

Let the employee know you are willing to have a discussion, just not by email.

Question 14

Feedback

Empathy- be aware of your:

Answer 14

impact.

Question 15

Keep you goal in mind: It is important to understand that your feedback may not always be appreciated by that employee. It is essential to:

Answer 15

maintain your professionalism throughout the discussion.

Question 16

Feedback:

Short and sweet, or at least:

Answer 16

concise and professional.

Question 17

Employees make mistakes or fail to do what you ask because of one of three things:

Answer 17

1. They lack resources
2. The lack knowledge
3. They lack desire

Question 18

Employees make mistakes or fail to do what you ask because of one of three things:

1. They lack resources- a supervisor might:

Answer 18

help in addressing that problem

Question 19

Employees make mistakes or fail to do what you ask because of one of three things:

2. They lack knowledge- may be corrected by:

Answer 19

formal training or on-the-job instruction.

Question 20

Employees make mistakes or fail to do what you ask because of one of three things:

3. They lack desire- Criticism and correction may be required, but often what is most needed is:

Answer 20

a caring supervisor that helps find a solution to the problem, or at lest helps the employee find a solution.

Question 21

What provides the clearest form of communication?

Answer 21

Face to face, in- person feedback.

Question 22

What types of feedback can be provided by a supervisor?

Answer 22

• Informal

-Formal

-Recognition

-Criticism

-Correction

• Neutral

Question 23

What should feedback focus on?

Answer 23

Behaviors.

Question 24

Why should supervisors avoid addressing attitudes in feedback?

Answer 24

They are subjective and difficult to measure.

Question 25

How should feedback be communicated?

Answer 25

Be specific about observed behavior.

Question 26

What should be provided along with criticism when needed?

Answer 26

Solutions.

Question 27

What might likely cause an employee to fail in their tasks?

Answer 27

Lack of resources, knowledge, or desire.

Question 28

What is not a recommended use of email?

Answer 28

Providing negative feedback of constructive criticism.

Question 29

Why should face to face communication be used for negative feedback?

Answer 29

It allows for clear communication and observation of response.

Question 30

What is a drawback of using email for negative feedback?

Answer 30

It can be misunderstood and lead to a loss of trust.

Question 31

How should a supervisor handle an email with aggravating comments from a subordinate?

Answer 31

Invite the employee for a face to face discussion.

Question 32

What impact should supervisors be aware of when giving negative feedback?

Answer 32

The criticism may feel harsh to the employee.

Question 33

What is the primary goal of providing negative or corrective feedback?

Answer 33

To improve future behavior.

Question 34

What should a supervisor avoid expecting from an employee during feedback session?

Answer 34

An apology.

Question 35

What should employees leave with after a feedback session?

Answer 35

Self- respect.

Question 36

How should feedback meetings be conducted?

Answer 36

Concise and professional.

Question 37

What should be avoided in feedback meetings to not dilute the message?

Answer 37

Pointless, feel- good conversations.

Question 38

What type of comments should be avoided at the end of a feedback meeting?

Answer 38

Watering down the message.

Question 39

When is it not appropriate to give recognition during a feedback session?

Answer 39

When trying to balance out negative feedback.

Question 40

What should supervisors avoid mixing in a feedback session?

Answer 40

Recognition and corrective feedback.

Question 41

What phrase is suggested to avoid email tag?

Answer 41

“Come and see me when you get a chance”

Question 42

What is lost when communication is done via email instead of face to face?

Answer 42

Nuances in tone and body language.

Question 43

What is one reason why employees might not respond to negative emails?

Answer 43

To avoid conflict.

Question 44

What should be the tone of the closing comments in a feedback meeting?

Answer 44

Courteous and professional.

Question 45

What should a supervisor do if a subordinate denies making a mistake?

Answer 45

Maintain professionalism and focus on improvement.

Question 46

What is the purpose of corrective feedback?

Answer 46

To improve future performance.

Question 47

What might be a reason for an employee’s failure that a supervisor can help with?

Answer 47

Lack of resources.

Question 48

What should a supervisor do if the employee lacks the desire to do the job?

Answer 48

Provide criticism and correction.

Question 49

What is a potential negative outcome of using email for feedback?

Answer 49

It can lead to misunderstandings.

Question 50

What is a key consideration when providing feedback?

Answer 50

Keeping the discussion professional and concise.