Session structure 3. Consider the benefits and challenges of feedback continued...
Session aim To explore the why and practise a feedback model
MINS 40
Activity and delivery instructions • Helps break bad habits • Enables teams to work more effectively toward their goals
Supporting tools
• Increases self-awareness • Improves customer service Facilitator note: some of these will be of benefit in both areas Ask: What can make it challenging to give feedback? Look for: (not exhaustive) • Lack of confidence • Not sure how to approach it • Worry that the receiver will not like you • Think the receiver won’t be open to your feedback • Feel that it will cause conflict, ill feelings Acknowledge their responses fill any gaps with the list above sharing thoughts on these amongst the team State: to support with giving feedback I’m going to share a feedback model with you called DESC (refer colleagues to the workbook as you talk through the model) The DESC Feedback Model: • D - Describe the behaviour/action you heard/observed • E - Explain what the impact of this was • S - State what needs to change/continue • C - Consequences of changing/not changing/further instances of these behaviours/actions The DESC model is a technique that allows you to describe behaviour or a performance area and the impact of a particular event in a way that allows the receiver to identify specifically when this happened, and to recognise the changes that need to be made for them to be more effective in their performance.
Open discussion
Workbook page 6
The DESC Feedback Model
Describe the behaviour/action you heard/observed Explain what the impact of this was State what needs to change/continue Consequences of changing/not changing/further instances of these behaviours/actions
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