00:00
Lucy was trying to help Ethel become
a better healthcare provider.
00:06
She was excellent at providing care, but she
consistently was late in documentation.
00:13
Furthermore, when she charted the patient's information,
it was unclear, typically patchy, and undetailed.
00:22
As Lucy tried to tactfully express
her concerns with her friend,
Ethel nodded her head and said "Okay, thanks.
I'll do better."
Unsurprisingly, Ethel did not take the feedback
to heart and she did not improve her performance.
00:39
How likely is Lucy to give feedback to Ethel again?
Too often, we listen for a response.
00:47
We focus on getting our message heard in a noisy world, but
not enough on effective listening in a distracting world.
00:57
And this leads me to another really
important element of performance feedback.
01:03
Engage in active listening
when receiving feedback.
01:08
One way to do this is to be proactive in clearing
distractions like phones, multitasking, loud environments.
01:19
Look at the person and
listen to understand.
01:24
Be mindful of being quiet and
allowing the messenger to speak.
01:31
Listen, just sit, be present, soak
in the feedback that is being given.
01:39
The first step to active listening
is to be quiet and listen.
01:46
After a message is said, one powerful
tool is to repeat back what was said
so that you can clarify the message
and identify any understanding gaps.
02:00
At this moment, don't seek to
add any additional dialogue.
02:05
Be genuine in your
repetition of the message.
02:09
Approach the repeated message with an attitude
of further clarification and understanding.
02:16
Repeat your understanding of what feedback
has been given and allow an opportunity
for the messenger to give any necessary
clarification or additional information.
02:31
You can also ask mindful
clarifying questions.
02:36
When repeating the message or after the feedback has been
delivered, you might still have questions about the message.
02:45
Be mindful and ask
clarifying questions.
02:49
You can ask prompting
questions like
"Can you tell me more? Can you expand?
Please explain."
You can also ask
specific questions like
"When you said you wanted quicker response times,
do you mean within the day or within the hour?"
Ask mindful
clarifying questions.
03:13
So often, we can focus on
the feedback that we give
but we should also be intentional about
the way that we receive feedback.
03:23
So, here's what I
want you to do.
03:26
Next time that someone wants to give you
feedback, try your best to clear distractions.
03:33
Be mindful. Sit and seek to understand. Be
intentional about being an active listener.