Equipping leaders to ensure that each individual, each community, and each organization the opportunity to maximize its potential.
A leadership Capabilities Framework representing key skills, abilities and knowledge required to self-lead and lead at all levels within an organization.
Leadership involves focusing the efforts of a group of people toward a common goal and enabling them to work as a team. In general terms, leadership is the ability to get things done through others. Respect and trust, rather than fear and submission, are the key elements of effective leadership. Effective leadership is critical to in communicating the vision and motivating and inspiring individuals to achieve high performance.
Leaders are responsible for establishing and maintaining the vision, strategy, and communications; fostering trust in teambuilding; influencing, mentoring, and monitoring; and evaluating the performance of the team.
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THE ART OF GIVING NEGATIVE FEEDBACK: A 7-STEP APPROACH
Giving feedback is an important leadership task but certainly not an easy one, especially when the feedback isn’t all sunshine.
Negative feedback requires a leader to motivate, counsel, and criticize in a way that alerts employees to where the problems lie and what must be done to solve them. Fortunately, it’s a skill that can be learned.
Follow this seven-step method whenever giving negative feedback:
- Tell it like it is. Don’t sidestep the issue; be straightforward and tell the employee exactly your concerns. Example: “I’m troubled by how you deal with customer complaints.”
- Give feedback immediately. Feedback is most useful when given immediately after a particular incident. Effective feedback allows the recipient an opportunity to correct behavior right away.
- Paint a specific picture of how you view the situation. Describe what you see happening by using objective details, not subjective opinions. Example: “When you get calls from irate customers, you become short with them and don’t try to hide your irritation.”
- Give the lowdown of the outcome. Make sure employees understand the connection between their behavior and the negative results. This lets employees know that they can control the consequences. Example: “I’ve received emails from customers threatening to stop using our company if they continue to receive such poor treatment.”
- Give credit where credit is due. That way, employees will know what actions to repeat in the future. Plus, they’ll know you appreciate the effort to do it right. Example: “I know it can be frustrating, but I’m pleased to see that after you quickly pinpoint the problem, you immediately make a return call.”
- Reiterate performance expectations. As a leader, you must try to make employees understand what it takes for job success. Example: “Understand that good customer service begins with fielding the complaint; it isn’t just the result of solving the problem. Frustration-management skills are important in this department.”
- Use feedback as a means of change, not punishment. A positive reaction is a more likely result when you correct negative behavior rather than punish the offender.
Constructive criticism: 4 helpful hints
- Beware of communicating your frustration and anger. Otherwise, the recipient will likely feel frustrated and angry and less receptive to your message.
- Be flexible. Most situations don’t require you to dictate exactly what needs to be done or how. Giving employees room to maneuver and allowing them to make changes on their own reduces resistance to following your feedback.
- Make your point right away. Otherwise, you risk losing focus on the feedback with too much small talk or overwhelming the employee with too many details.
- Put the feedback in writing. It helps reduce misunderstandings, allows you to perfect your message before sending it, and is a smart legal move in case of a lawsuit.
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