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About this course
Feedback has become more and more important in organizational life. More than ever, in a distributed workplace we need to give one another feedback effectively to grow trust, develop the team and produce desired outcomes. In this module, you will learn the what, why, and how of Giving Effective Feedback.
From the author
Feedback has become more and more important in organizational life. More than ever, in a distributed workplace we need to give one another feedback effectively to grow trust, develop the team and produce desired outcomes. In this module, you will learn the what, why, and how of Giving Effective Feedback
What you will learn
- What is feedback
- How to give effective feedback with S.T.A.R.S
- Why feedback is important
- Best practice of feedback
Giving Effective Feedback Lessons
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- Giving Effective Feedback
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Giving Effective Feedback course excerpts
Giving Effective Feedback
Learn to give effective feedback with S.T.A.R.S.!Giving Effective Feedback Course - Lesson Excerpt
Giving Effective Feedback
Feedback is important because...
When given correctly it enables Personal Development
It builds Trust as the receiver perceives your good intentions
It increases Engagement as it makes the receiver feel cared for
It boosts motivation as the receiver feels valued
Giving effective feedback with S.T.A.R.S.!
ST for Situation/Time We say when the behaviour took place, e.g. eg 1 “Abena, this afternoon, when you were talking with the hotel guest,..." eg 2 “Taka, in your monthly sales report..."
A for Action We tell the feedback receiver what behaviour (action) we have observed eg 1 "…you folded your arms ….” eg 2 "…you have many errors…”
R for Result We tell the person the impact (result) of his/her behaviour. eg 1 “…That could be interpreted as rudeness by the guest.” eg 2 “…The Customer Relations Department had to spend an extra day to straighten the information and the final report was delayed.”
S for Suggestions We give the feedback receiver suggestions on how to change. eg 1 “Our service standard requires us to hold our hands with our fingers meeting in front of our body.” eg 2 “I suggest that you run your future reports by Ravi before submitting.”
The examples in full: eg 1 “Abena, this afternoon, when you were talking with the hotel guest (S/T), you folded your arms (A). That could be interpreted as rudeness by the guest (R). (Pause) Our service standard requires us to hold our hands with our fingers meeting in front of our body.” (S) eg 2 “Taka, in your monthly sales report (S/T), you have many errors (A). The Customer Relations Department had to spend an extra day to straighten the information and the final report was delayed (R). (Pause) I suggest that you run your future reports by Ravi before submitting. (S)”
Giving Feedback the Right Way
Right Intentions We give feedback to help the receiver to improve. Not to reprimand blame, or humiliate. Our tone will follow the intent.
Right Technique We give feedback with clear structure and concise information using S.T.A.R.S. The receiver will get clear and specific information without confusion.
Right Time We give feedback as soon as we can and at a time that the receiver is not distracted. This will help her/him to focus and recall the situation and behaviour.
Right Mindset We give feedback with both honesty and kindness. Both must exist to encourage real learning.
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Giving Effective Feedback
Dr. PY Lum
Dr. PY Lum is an award-winning mobile microlearning developer. He has been in the Learning and Organization Development space since 1994. Lum is a passionate facilitator and coach who believes that people are autonomous and creative naturally.
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