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Feedback & Our Organization’s Culture. Agenda. About our culture Understand what is feedback Who gives us feedback The importance of feedback. Our Culture. Is a system of shared assumptions, values, and beliefs Defines what is of primary importance to us as an organization
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Agenda • About our culture • Understand what is feedback • Who gives us feedback • The importance of feedback
Our Culture • Is a system of shared assumptions, values, and beliefs • Defines what is of primary importance to us as an organization • Prescribes how resources are to be used • Establishes what we can expect from one another • Sets the tone for how team members treat each other • Is how we respond, react and behave
Our Culture • Created by: • Our organization mission, vision and values • Department leaders • Team Members • People we serve • Families • Volunteers • Relationships
One Phrase That Describes Our Culture • INSERT COMMUNITY-SPECIFIC phrases
What is Feedback? • The helpful information or criticism about a prior action or behavior from an individual (or group) • We use that information to adjust and improve our future actions and behaviors • Examples of Feedback: • Residents giving feedback on available coffee, or flavors of food • A team member asking another team member what is wrong and explaining that the team member doesn’t smile, and always appears to be in a hurry.
Importance of Feedback • Provides valuable information to make important decisions • Builds and maintains communication with others • It can motivate • Inspire action • Improve performance • It’s a crucial tool
When is Feedback Given • Training evaluations • New Team Member orientation & onboarding assessments • One-on-one meetings with managers • Team Member development plans • Performance reviews • Chat sessions • Leadership meetings • Satisfaction surveys • Resident care plan meetings • Daily interactions with one another
Using Feedback to Support Our Culture • Providing feedback isn’t solely the team leader’s responsibility • Teams are accountable for achieving collective goals • Individual team members are accountable to each other for their effort and contribution to the team • A team’s open feedback and communication provides mutual support and assistance to both the individual team member and broader team
Phrases to Use • When would you have a few moments, I’d like to share some feedback • I’ve noticed that… • I’m not sure that idea would work because… • The ________ needs to be improved so that... • What do you think is the reason that we had problems with… • Can you tell me more about…
How to Receive Feedback • Welcome the information • Say Thank You • Ask questions to seek to understand • Acknowledge mistakes and quickly correct them • Follow up with individual delivering the message to confirm improvements have been made
How to Keep the Meeting Positive • Listen • Assume good intent • Remember feedback will only help you and others recognize: • Strengths • Weaknesses • Beliefs • Motivations • Emotions
Feedback Culture • As an organization committed to improving and sustaining high quality, feedback has to be a part of who we are as an organization. • We’re a feedback culture!
