Evaluation - Learning to Give and Receive Feedback
Presented by Terri Trevino
Objective: After session, attendees will identify the three key components for giving and receiving oral and written constructive feedback.
Be descriptive
Add constructive feedback to help focus areas of possible improvement
Help people hear and accept your compliments.
How often do give and receive feedback? Right, we should do it all the time
When is the right time to give feedback?
· As soon after the event/incident as possible.
· Ask first – “I would like to give you some feedback about _____, is this a good time for you?”
If the answer is no, set a time to get together and share your feedback. Avoid delaying just because you do not want to deal with the feedback.
Let’s talk about how you handle verbal feedback if you’re on the receiving end.
Have you ever had this happen? Phone rings, you answer and your boss says, “come to my office right away.” What generally happens to your body? You go to the “flight or fight” mentality – heart rate increases, muscles tense, vision narrows, etc. You don’t know why the boss wants to see you, and you are gearing up for anything.
So what can do you to insure that you hear the feedback you are being provided?
Breathe – many times we hold our breath almost expecting the worst. Deep breaths allow our bodies to relax and our minds remain alert
Listen carefully to the feedback: Don’t interrupt or discourage feedback
Ask clarifying questions – Ask for specific examples so the feedback received is clear to you.
Acknowledge the feedback - Say thank you. Paraphrase negative feedback in your own words to show you understood the feedback
Another form of feedback is the written evaluation form. This is usually given out at the end of an event, just as everyone is attempting to get out the door and the quality of the feedback generally quick and vague.
Before considering a meeting evaluation, ask yourself, “Is the evaluation necessary? Will the results be used to improve future events?”
· If the answers are no, then an evaluation is a waste of time and resources.
· If the answers are yes, determine the objectives of the evaluation and decide what specific components need to be examined.
According to the Professional Convention Management Association Manual, 4th Edition, there are five general areas that should be evaluated:
1. Program, including topics, substance and speakers
2. Meeting site, including facilities and local services
3. Special activities, including entertainment and social programs
4. Attendee profile, including demographics
5. If there is an exhibit, then exhibitor profile, showing floor traffic patterns, product interest, and buying plans.
Also according to PCMA, the following points apply to a variety of data types, question format and collection methods.
Guidelines for Questionnaires
· Ask specific questions
· Make completing evaluations easy
· Make returning evaluations convenient
· Design questions consistently
· Pay attention to formatting
· Capture data to measure trends
So, when do you review the comments from the evaluations, and what do you do about them?
· Review the evaluations when it is comfortable for you. Some like to review them right after an event, others like to wait a day or two.
· Review the evaluations with you a co-worker or your supervisor. Discuss if or what revisions may be needed.
· Review the comments before deciding to make major changes to your plan. Remember people have different opinions and one comment does not reflect the entire group.
In summary - what is important to remember when receiving feedback?
· Breathe
· Listen carefully
· Ask clarifying questions
· Say thank you
What is important to remember when giving feedback?
· Be descriptive.
· Add constructive feedback so others will know on what area(s) they need to focus.
· Help people hear and accept your compliments
The question to ask before considering a meeting evaluation is, “Will the results be used to improve future events?” If yes, do the evaluation. If no, skip it.
Feedback is one of the most powerful tools you have. You use it in your personal and professional life, and used correctly, you can create an environment where improvement is encouraged. Use feedback not as a club to beat others up with, but as a way to polish and brighten what is working well, and wipe away the dirt.
We now want to get your feedback about the chapter. We have a couple of key questions we are going to place before you, and will be charting your answers. The board then will be using your feedback to help us in planning over the next several months.
1. What ideas for monthly educational topics do you have?
2. Fund-raising is a key issue for the chapter over the next two years. What ideas for fund-raising events do you have?
3. What would add value to membership in SGMP for you or your organization?
4. What ideas do you have for getting more planners to attend the Fall Education Conference?
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