PREVNEXTSUBMITMenuResourcesGlossaryTranscriptClear and return to MenuSearch ResultsFilterSlide TextNotesSearch in:Check to includeSearch...TermsDefinitionFINISHfinishdefinitionresourcessearchpauseplayreplaysubmitnextpreviousvolumeSkip Navigation. Hit enter to return to the slide.SUBMIT ALLsubmit allQuestion ListMore infoSend an emailCloseBioExit<html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Click on the video and consider Maya’s situation.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>[Video Script]</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>I’ve been waiting 30 minutes for Edison to arrive. This is the third time he has not shown up for a scheduled meeting. I’m beginning to feel he is not respecting my time or commitment to the work. I’m struggling with how to give him some feedback. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>As Maya what would you say to Edison? </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Providing feedback can be difficult, uncomfortable and time consuming, so we often avoid it.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>The key to providing feedback is supporting others in order to help them improve. You can do this by providing information about a person’s specific behavior to help them meet their goals.</textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Watch this video of Anthony and Hannah and be ready to describe what you observe.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>[Video Script]</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Time for a coffee break (pause). Eh.(sigh)…I can’t get comfortable (pause). Here we go...Ah- h-h..that’s more like it (loud, long SLURP). You need to wait, I can’t look at that right now.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>How would you describe what you observed? </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Useful feedback focuses on specific behaviors, rather than attitudes and judgment. It is goal-oriented and is always given in the spirit of mutual support. </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>It can be difficult separating behavior statements from judgments. Click on each to learn more.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Behavior statements identify a specific action that can be observed. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Judgments are a conclusion that we make from the actions we observed. They convey personal feelings or emotion. </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Take a moment to review your description.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Did you identify what you specifically observed or did you use judgments? </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Take a moment to review your description.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Did you identify what you specifically observed or did you use judgments? </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Take a moment to check your knowledge. Which of the following are behavior statements and which are judgments? </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Considering what you just learned about behaviors vs. judgments, take a moment to review your response for Edison. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Did you make statements about Edison’s specific behavior or make judgments about what you thought about his behavior? </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Considering what you just learned about behaviors vs. judgments, take a moment to review your response for Edison. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Did you make statements about Edison’s specific behavior or make judgments about what you thought about his behavior? </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Useful feedback focuses on specific behaviors to reinforce or redirect another. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Reinforcing and redirecting feedback isn’t positive or negative. It’s simply information to improve another’s performance. Click on each type of feedback to learn more.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Reinforcing feedback identifies specific behaviors that contribute to achieving goals and encourages the person to repeat and develop those behaviors. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Redirecting feedback identifies specific behaviors that do not contribute to achieving the goals. It “redirects” the person to develop alternative strategies before a pattern builds. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>The more reinforcing feedback you provide, the less redirecting feedback you’ll need to provide.</textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Take a moment to check your knowledge.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Nolan has approached you several times to discuss a promotion. He is not effective in the core functions of his position; specifically, he is not able to identify key project steps and milestones. His last project missed a key project step that delayed other teams from getting their work completed. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Would this situation require reinforcing or redirecting feedback?</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Correct!</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Nolan needs redirecting feedback. Redirecting feedback identifies behavior that does not contribute to achieving the goals. It “redirects” the person to develop alternative strategies before a pattern builds.</textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Take a moment to check your knowledge.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>At a sales presentation Christine gave this past week, she made it a point to be early and introduce herself to each person as they arrived. Her presentation went smoothly and she was able to get the group to participate quickly. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Would this situation require reinforcing or redirecting feedback? </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Correct!</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Christine needs reinforcing feedback. Reinforcing feedback identifies the behavior that contributes to achieving goals. It encourages the person to continue to develop those behaviors.</textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>To deliver objective feedback that has an impact use the 3-step formula Situation-Behavior-Impact (or "SBI"). SBI is a way to deliver direct and objective comments on a person’s actions without personal attack, incorrect judgments, vague statements or slighting others. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Click on each colored section in the statement to learn more. </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Take a moment to check your knowledge.</textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Take a moment to check your knowledge.</textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Take a moment to check your knowledge.</textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Now take a moment to review your feedback statement regarding Maya and Edison. Edit your statement and clearly state the situation, behavior and impact. Be sure not to include any judgment statements. </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Now take a moment to review your feedback statement regarding Maya and Edison. Edit your statement and clearly state the situation, behavior and impact. Be sure not to include any judgment statements. </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Whether providing reinforcing or redirecting feedback, here are some additional guidelines for useful and effective delivery. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Be timely: Feedback is most effective when given as close to the behavior as possible.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'> </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Select an appropriate location: Select the best place for the feedback, considering the feedback type and the recipient’s preferences. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Convey support: Remain nonjudgmental and respectful when providing feedback. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Assume positive intent: Most people want to do the right work and do it well. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Be specific: Describe what you saw or heard and the impact. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Make it relevant: Feedback should not relate to things a person cannot control. </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Clarify expectations: Be sure you’ve clearly defined success going forward.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Feedback is both a gift and a critical business practice. Determine the type of feedback you will use for a particular situation, follow the guidelines and deliver your feedback via SBI. As necessary restate expectations and check for clarity. </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>This demo provides a preview of a course designed for professionals to learn more about providing effective feedback. It has been modified for demonstration purposes to highlight the use Level 3 interaction features. Including , the use of professional narration; video used for learner engagement and also used to tie course learning objectives to authentic application; custom illustrations, characters and graphics based on the clients branding style guide, and the use of programming to collect learner responses to various exercises that the learner revisits and revises through-out the presentation. </textformat></html><html><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Do you ever find that providing feedback is uncomfortable, difficult and time-consuming? Does the feedback that you provide have a positive impact? Do you ever avoid giving feedback? </textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>Imagine if it were made easy… and effective.</textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'></textformat><textformat leading='0' tabstops='[0, 48, 96, 144]' blockindent='0' indent='0'>In this training module you’ll gain the confidence and skills to provide consistent, useful feedback that supports another person’s development.</textformat></html>