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Delivering Constructive Feedback - A Delicate Art

Delivering Constructive Criticism is one of the most challenging things for anyone. Through this workshop your participants will gain valuable knowledge and skills that will assist them with this challenging task. When an employee commits an action that requires feedback or criticism it needs to be handled in a very specific way.

Constructive Criticism if done correctly will provide great benefits to your organization. It provides the ability for management to nullify problematic behaviors and develop well rounded and productive employees. Constructive feedback shows an employee that management cares about them and will invest time and effort into their careers.

Objective

By the end of the workshop you will be able to:

• Understand when feedback should take place
• Learn how to prepare and plan to deliver constructive criticism
• Determine the appropriate atmosphere in which it should take place
• Identify the proper steps to be taken during the session
• Know how emotions and certain actions can negatively impact the effects of the session
• Recognize the importance of setting goals and the method used to set them
• Uncover the best techniques for following up with the employee after the session

Outline

Module 1: When Should Feedback Occur?

• Repeated Events or Behaviour
• Breaches in Company Policy
• When Informal Feedback Has Not Worked
• Immediately After the Occurrence

Module 2: Preparing and Planning

• Gather Facts on the Issue
• Practice Your Tone
• Create an Action Plan
• Keep Written Records

Module 3: Choosing a Time and Place

• Check the Ego at the Door
• Criticize in Private, Praise in Public
• It Has to Be Face to Face
• Create a Safe Atmosphere

Module 4: During the Session

• The Feedback Sandwich
• Monitor Body Language
• Check for Understanding
• Practice Active Listening
• Set Goals
• Be Collaborative
• Ask for a Self-Assessment
• Always Keep Emotions in Check

Module 5: Setting Goals

• SMART Goals
• The Three P’s
• Ask for Their Input
• Be as Specific as Possible

Module 6: Diffusing Anger or Negative Emotions

• Choose the Correct Words
• Stay on Topic
• Empathize
• Try to Avoid "You Messages"

Module 7: What Not to Do

• Attacking or Blaming
• Not Giving Them a Chance to Speak
• Talking Down
• Becoming Emotional

Module 8: After the Session

• Set a Follow-Up Meeting
• Make Yourself Available
• Be Very Specific with the Instructions
• Provide Support and Resources
• Focus on the Future
• Measuring Results
• Was the Action Plan Followed?
• If Improvement is Not Seen, Then What?

Who should attend

Those who wants to gain valuable knowledge and skills in delivering criticism effectively and positively. For management to annul difficult and challenging behaviors and develop positive and productive staff.

Methodology

Participants will experience the theory and practice of what they learn with the use of:
Lecturing, Case study, Group Discussions & Sharing, Role Play, Activities & Reflection

Profile of Ivan Phua

A dedicated professional in Learning and Development, Ivan has been involved with the design, development and implementation of Leadership and People Management and Service Excellence training programmes in various industries. An ACTA Certified Trainer and a Certified Executive Transformation Coach, he is also a Certified Behavioural and Career Consultant (CBCC), Certified Advanced Behavioural Analyst (CABA), Certified CareerKeys™ and PersonalityKeys™ trainer and Certified The Leadership Challenge (TLC) facilitator.

He has conducted numerous Corporate and Public Workshops, Learning Journeys for Institutes of Higher Learning (IHL), coaching sessions, Personality and Career Profiling and consultations.

Ivan has trained staff from different industries on Critical Thinking, Stakeholder Engagement, Leadership and Influence, Appreciative Inquiry, Change Management, Customer Service Excellence, Public Speaking, Presentation Skills, Conflict Resolution, Team Building and Stress Management. His clientele ranges from Corporations, ATOs, CET Centres, F&B, Retail and Service Chains, Education Institutions and others.

ADDITIONAL QUALIFICATION
Executive Transformation Coach (ICF)
Ministry of Education (MOE) accredited Trainer, Singapore.
Family Life Education (FLE) Facilitator, Ministry of Social and Family Development (MSF).
Marriage Preparation Course (MPC) Facilitator.
"Prepare/Enrich" Psychometric Profiling Facilitator.
BSc (Hons) Upper, Psychology, University of Derby.