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EI: Courses - Feedback's Fine - Managing the emotions of feedback

Feedback's Fine: Managing the emotions of feedback

Overview

Giving and receiving negative feedback can be an emotionally charged event. Yet the need to provide and receive performance reviews and ongoing feedback is essential in every work environment and for every manager and executive.

However, many people avoid giving honest feedback because of their own discomfort in handling the emotions that may arise.

Many managers, supervisors and directors, (and even CEOs), feel uncomfortable handling the emotions of feedback.

They can feel anxious about giving the tough feedback that their team members need and put it off, avoid it or soften it because it seems too hard.

They may complain that someone is not performing well enough but at a performance review still rate them as satisfactory because they are anxious about upsetting people.

Others dislike giving feedback because they are uncomfortable handling the emotional fallout from the other person, whether it be silence, anger or blame.

Or they may feel so awkward that they present feedback in a blunt harsh way to get it over with.

There may be similar emotional patterns in receiving feedback. Some don't like hearing negative comments about their own work and find themselves getting defensive, upset or argumentative. They may even deny any feedback they receive and instead put the other person down.

It can be easier. By learning how to manage their own emotions and those of others, executives, managers and supervisors can learn to give more effective and honest performance reviews and feedback.

Make giving feedback easier now.

This programme covers EI dimension one: "Emotional self-awareness", EI dimension three: "Emotional awareness of others", EI dimension five: "Emotional self-management" and EI dimension six: "Emotional mnagement of others" on the Genos emotional intelligence model.

Key content and learning outcomes:

Feelings you may experience when giving 'unsatisfactory' as a feedback rating.
Ways to diminish anxiety about giving difficult feedback.
How to become comfortable with uncomfortable emotions.
Handling the emotions of feedback easily so you don't avoid saying what needs to be said.
Electric emotions: what to do when the sparks fly.
How to be prepared for manipulation, crying, hostile silence, sulking, blame, nasty comments, denial, ... and more.
Keeping calm and carrying on.
Understanding the emotions that underlie responses to feedback and how to manage them.
How to avoid the emotional traps of giving and receiving feedback.
What to do when someone cries or gets upset.
How to manage the person going silent.
What to do when someone blames you.
How to manage the person being rude or making personal comments.
What to do when the person complains about the system, policy or organisation.
How not to be swayed by the person's excuses or personal problems.
How to say what needs to be said in the best way possible.
How to increase the chance of the receiver hearing and acting on the feedback.
How to hear people's feedback about yourself without becoming defensive.
Your feedback ready action plan.
Heavenly happiness - enjoying the relief afterwards.

Target Audience

Executives, managers and supervisors who give and receive feedback and conduct performance reviews.
Those who feel uneasy about giving or receiving feedback.
Those who avoid giving feedback because they feel uncomfortable handling emotions.
Anyone who finds their feedback is not acted upon.
People who feel defensive when given feedback.

Meet your presenter:
Rachel Green is an award-winning communication specialist and emotional intelligence coach. She is the author of seven books and 20 CDs amd has tertiary level qualifications in psychology, speech pathology, adult education and the Feldenkrais Method.
She gained lots of practice at giving feedback when she was employed by the ABC for 5 years to train and give feedback to their on-air TV and radio presenters, and when she was an academic at Curtin University and responsible for giving feedback to students. Since then she has delivered feedback regularly to key clients she coaches and trains, including very senior people, and given feedback to, and received it from, her own staff. She has also been on the end of harsh and inappropriately delivered feedback and knows the pitfalls to avoid.
She has conducted the “Emotions of feedback” programme to several key organisations including WestOne, the Shire of Busselton, ACTIV, Gerard Daniels, and more.
Rachel is one of Australia's most dynamic professional speakers and in 2010 was awarded the highest level of accreditation in the professional speaking profession – the CSP. She is entertaining, practical and engaging and promises not to be boring.

How will you learn?
This is an informative, interactive and practical programme that includes:

Significant information presented in an easy-to-learn way.
Role-plays on giving feedback while being coached to follow the seven step process.
Practical and relevant exercises.
High energy and a light-hearted atmosphere.
High levels of interaction, real case scenarios and question and answers.
Developing personal feedback ready action plans.
Prizes to be won.

What do others think?

The Shire of Busselton first employed Rachel to present to our combined Executive and management team in February 2009 on “Consistently Excellent Leadership.” Initially, we only booked her to present this workshop and to sit in on two meetings and give feedback on improvement areas. However, we were so impressed with her skills that we invited her back to give another presentation, and then another one, and then even more follow-up presentations until finally her last presentation wasn't until December 2009. Rachel ended up becoming an integral part of our Leadership development program.
What impressed me in particular was her ability to be flexible to the needs of the group. All presentations were well researched and prepared in advance with extensive opportunities for me to contribute. Rachel always ensured she was clear on the desired outcomes for each session. However, Rachel did not need, as other presenters do, to stick rigidly to a pre-prepared script but instead was able to adjust to the needs of the group as she went.
Maxine Palmer, Manager Economic & Strategic Development, Shire Busselton.

Want to manage the emotions of feedback in an emotionally intelligent way?
Let Rachel show you how. Just pick up the phone and give us a call right now on:

08 9390 1188

Or if you would rather, please email us and we will respond quickly:

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Updated 15-Jul-2011