FEEDBACK IN COMMUNICATION

Prof. Pooja Mohanty

Feedback in Communication

Feedback ensures that communication made is clearly understood. The process of feedback completes a communication cycle. In written communication, feedback is delayed and is often not received at all. In oral communication, feedback is received at least through facial expressions or body language.

Application in Business

In business organizations, the process of feedback is built into the policies and procedures, in the form of appraisals and analysis meetings. Feedback is given only to help the concerned person. If it is given for any other purpose it is not feedbackit is criticism or judgment.

Barriers to feedback
Getting feedback: Dislike of getting a bad newsregarding ones performance. Tendency to become less and less receptive to feedback. Feeling of authority Not taking time to listen

Giving feedback

Feelings of envy and insecuritywhile giving a helpful feedback. Discomfort about the other persons reaction. Improper feedback made on the basis of the givers subjective feeling. Reliability of the givers intention. Fear of a change in the relationship

Possible Reactions of Feedback

Selective reception and selective perception, that is, noting only some favourable part of it and missing the rest. Doubting the feedback givers motive and not taking it. Denying validity of the data- not accepting the information as correct. Rationalizing the behaviour that has been criticized. Verbally attacking the feedback provider.

While getting feedback

The speaker may have to make efforts to get feedback by giving enough time to the listener. Getting feedback from nonverbal communication- Feedback of the emotional reaction. Availability of open communication climate in the organization. Inviting questions.

While receiving feedback

It is different from getting feedback. Getting and accepting feedback without feeling defensive. There are a few steps of successfully receiving feedback.

Steps of receiving feedback

1. 2. 3.

4.
5. 6. 7.

Seek and receive feedback as a desire to improve. Overcome the feeling of getting defensive. Keep a note of what has been agreed. Listening attentively- listening without evaluating. Asking for clarification. Paraphrasing, summarising. Getting the validation of the feedback by checking with other sources.

While giving feedback

This is the responsibility of the receiver of the message. The skill of expressing ones response honestly and nonemotionally and without giving offence is required.

Steps of giving feedback.

1.

2.

Feedback should be given immediately. It is easier to remember the immediate feedback. Delayed feedback is often useless; if negative it might look like faultfinding. Feedback should be given in a positive manner- it becomes easy for the other person to accept it.

Contd.
3. The feedback must be specific, not general or vague or accusing. Example: The introduction is good but it would look better if you could give a heading to each section. Instead of : Cant you set out your reports more clearly.

Contd.
4. Feedback must not be evaluative or judgemental. It should be descriptive. Example: You have made a mess of this. Instead say, This page of the leaflet is not as clear as it could be.

Contd.
5. Feedback should not be given on those aspects where the receiver has limitations. 6. Feedback should be limited to one or two at one time- too many feedbacks given at a time would confuse, as well as depress the receiver.

Contd.

7. Feedback must be constructive. Also suggest acceptable alternatives in the process. 8. One must be sure of ones own motive of giving feedback. 9. Positive feedback is as important as negative feedback because everyone likes to be praised.

Manager-to-subordinates

1. Subordinates who are competent but are unaware of their competence.- provide challengescreates confidence. 2. Subordinates who are competent and are aware of it. give affirmation- gives encouragement.

Contd.

3. Subordinates who are incompetent and are aware of it. provide motivation through feedback. 4. Subordinates who are incompetent and are not aware of it. make them understand their shortcomings carefully.

360 Degree Feedback

In an organization, employees need personal development. Hence an all round feedback is required. This multiple feedback is called a 360 degree assessment.

Benefits of a 360 degree feedback

It gives an individual an opportunity to learn how different colleagues perceive him/her. It encourages self development. It promotes the understanding of what required for personal and organizational effectiveness. It increases communication within the organization.

Contd.

It encourages a more open culture, where giving and receiving is an accepted norm. It can be a trigger for important changes in individuals, as well as, in the organization.