Mastering the art of giving and receiving feedback in the professional realm empowers individuals and teams to elevate their performance and drive collective success. Unfortunately, not everyone is adept at giving them, more so, receiving them. This webinar delves into the art of delivering consistent and impactful feedback for individual and organizational improvement.
Delivering the presentation is Halcyon Frank, the Director of Training and Development for the Denise Amber Lee Foundation. Halcyon is an Emergency Number Professional who teaches online and in-person dispatch training.
Specifics of Halcyon’s discussion include:
- An overview of Denise Amber Lee’s story and how it prompted the creation of the foundation.
- How feedback can be uncomfortable, especially in professional settings.
- The three phases of the brain and in which phase where feedback provided is likely to stick and be effective.
- The two types of feedback – reinforcing which acknowledges the good and redirecting which suggests change.
- The importance of clarity and specificity in feedback, as it resolves issues and improves relationships.
- Radical Candor: The quadrants and what each of the quadrants looks like, and how radical candor is able to challenge directly while also caring personally.
- The characteristics of and considerations to give effective feedback which look at timing, specificity, preparedness, facts instead of feelings, the fix, explaining the way, and making it two-way.
- Techniques commonly adopted when giving feedback – what these look like and which is not as effective as others as it can come off as manipulative and lacks clarity.
- The common negative reactions to feedback – how these manifest and factors to take into account.
- Respond to The Silent Treatment by asking open-ended questions and creating a safe space for them to share their thoughts.
- Address The Commitment-Phobe by encouraging open communication about concerns and obstacles.
- Manage Anger by remaining calm, using even tones, acknowledging their emotions, and giving them a moment to calm down.
- Deal with Tearful Reactions by showing empathy, asking questions, and framing feedback as an opportunity for growth.
- Handle Playing Defense by gently encouraging open conversation, focusing on facts and solutions, and being firm.
- The value in being able to receive feedback, especially in leadership roles.
- The three critical steps in receiving feedback – accept, clarify, and thank.
- How creating a culture of regular feedback helps with growth, skill mastery, a positive environment, and meeting emotional needs, and avoiding feedback hinders these accordingly.
- How those in supervisory/management roles can facilitate feedback from staff who tend to be hesitant if not downright fearful of providing superiors with feedback.
- How normalizing feedback in daily conversations reduces fear and integrates it into the work routine and is a practice of Radical Candor.
Questions from the webinar audience are about:
- How starting feedback with uncertainty defies the idea of clear is kind.
- Anticipating responses to feedback.
- Giving feedback on minor issues and minute details without coming off as a micromanager.
- Strategies on utilizing feedback to manage up.
- Challenging resistance to feedback and change
- How to effectively give feedback across several issues without overwhelming the receiver
- Avoiding “you” and “why” statements
- Effectiveness of blanket emails when there as specific individual targets.
Other Webinars with this Presenter
- Jan 24: NG911: It’s More than Just the Technology
- Aug 15: How Effective is Your Feedback? (this webinar)
- Dec 5: Dispatch as Incident Command: A Multi-Disciplinary Team Approach
- Feb 15, 2024: Conquering Complacency
- June 6: Positive Vibes Only: Combatting Negativity with Empowerment
- Sept 10: Unlocking the Potential: Understanding How Adults Learn for Public Safety Trainers
Resources and Handouts
- Handout: Denise Amber Lee Brochure
- Handout: Third-Party QA Service
Audience Comments
- “All the tips to make your feedback more effective.” — Sean
- “I identified how I respond to feedback and how I can coach myself in those seemingly difficult times. Thank you so much!!!” — Selahndra
- “It was a very well-rounded presentation. Thank you.” — Simone
- This was a great intro training. I would love another training that provided suggestions for feedback with different scenarios. — Rachel
- Well organized and presented. I love that there was actionable advice given. — Madeline
This webinar is part of the JCH Summer School Program. From June 1-August 31, 2023, attendees will receive a certificate of attendance via email about one hour after the conclusion of a webinar.
Want to join us for other Summer School webinars? Check out our Summer School Calendar and register today!
