Giving and Receiving Feedback | December 2015

Giving and Receiving
Feedback
With Tracy Coté and
Jenny McCauley

*
2
Corporate subscribers
Bank of
America
L.E.A.D. for
Women

3
*
Jo Miller
Jo Miller
CEO
Women’s Leadership Coaching, Inc.
• Founding Editor of BeLeaderly.com
• Helps women break into leadership
in industries such as technology,
finance and energy.
• Delivers over 60 speaking
presentations annually to audiences
of up to 1,200 women for women’s
conferences and corporate women’s
initiatives.
• Lives in Cedar Rapids, Iowa, with
husband Chris and two grumpy cats.

4
*
Tracy Coté
Tracy Coté
SVP, Global Human Resources
Genesys
• Global responsibility for all HR-related
activities for Genesys, the market leader
in multi-channel customer experience
(CX) and contact center solutions in the
cloud and on-premises.
• 15 years as a human resources leader in
various industries, including tenure in
software, digital marketing, financial
services and retail.
• Faculty member of San Francisco State
University. Lives in Alameda, CA, with
her husband, two kids, and Lucky the
cat.

5
* Jenny McCauley
SVP, Human Resources
Southwestern Energy
Jenny McCauley
• Member of the executive team with
responsibility for guidance and oversight of
people-related initiatives.
• Oversees an award-winning Corporate
Communications function, responsible for
internal, external and visual communications.
• Bachelors degree in Psychology from St.
Mary's College (Indiana) and Masters in
Psychology - Human Development from The
University of Texas at Dallas.
• Passionate about giving back to the community
and currently sits on the board of Comp-U-Dopt
and volunteers at a variety of organizations in
the Houston area, including Vita-Living and The
Ronald McDonald House.

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@TracyRene @SWN_R2 @Jo_Miller @BeLeaderly

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*
Tracy Coté
Jenny McCauley
What’s your philosophy on giving and
receiving feedback?

“Don’t shy away from feedback.
Give it and receive it often.”
– Jenny McCauley

“Giving and receiving feedback is
not as hard as people think it is.
We just need to have the courage
to do it.”
– Tracy Coté

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11
In This Webinar:
• Receiving feedback
• Giving feedback

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* Tell us about a time when you received
feedback.
Jenny McCauley
COO gave me
feedback that
was difficult to
hear.
Initially
defended my
position as I
thought he
“didn’t
understand”
what I was
saying.
Learned that I
need to listen
all the way
through and
not assume I
know where the
other person is
going.

14
*
Tracy Coté
Tell us about a time when you received
feedback.
A CEO gave
feedback that
surprised me.
At first, it was
hard to accept.
Ultimately it
helped me
become a
better coach.

15
Poll: How often do you receive
feedback on your work performance?

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* What should high performing
employees do to get into the mindset
of being ready to receive feedback?
Jenny McCauley
1. Prepare with
impartial self-
reflection.
2. Don’t take things
personally.
3. Stay focused on
the issue or the
action, not the
person delivering it.
4. Listen until you
have all the
information.

17
*
Tracy Coté
Many people have a hard time
receiving feedback. Why is this so, and
what can be done about this?
• Most of us take feedback personally.
• Emotions get in the way.
• Do the best you can to remove
yourself from the emotion.
• See it objectively through the other
person’s eyes.
• See it as an opportunity to learn.
• Practice!

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* When feedback comes as a complete
surprise, what can a person say and do
to react?
Jenny McCauley
• Accept that the other person has this
perception.
• Acknowledge that it came as a
surprise.
• Be curious.
• Ask broad versus specific questions.

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*
Tracy Coté
What should a person do if they want
feedback, but are not receiving it?

22
* Tell us about a time when you gave
someone feedback.
Gave
feedback to
an introverted
executive
about being
more
engaged with
employees.
Initially the
feedback was
met with
skepticism.
There was a
dramatic
increase in
his
attendance
and
engagement.
He is seen as
more
approachable
and his
approval
ratings rose.

23
* Tell us about a time when you gave
someone feedback.
A peer was being
promoted from a
senior manager to
an executive role.
Gave him feedback
to act the part,
operate as an
executive, “You
have to step up
into the role,”
along with specific
advice.
He gained
confidence, had a
stronger “executive
presence” and
others began to
perceive and treat
him as a well
respected
executive.

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Poll: How often do you give others
feedback?

25
*
Tracy Coté
Many managers have a hard time
giving feedback. Why is this so?

• We want to be popular and be liked.
• Giving feedback feels harsh. It
makes people uncomfortable.
• We’re afraid of how others will react
and how we will be perceived.
• Be conscious of this baggage.
• Trust your instinct and expertise.

27
* What are some of the different types
of feedback that a manager must be
prepared to give?
Jenny McCauley
Performance
PresenceBehavior
Career

28
*
Tracy Coté
What are some common mistakes
managers make when giving feedback?

Wait for the perfect time vs
give feedback in the moment.

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* What are some general suggestions for
giving good feedback?
Jenny McCauley

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32
Prepare. Think
about what you
want to say.
Use the SBI
model: Situation,
Behavior,
Impact.
Be authentic.
Do it! Have the
courage to have
the
conversation.

33
The SBI-I Model, from “Coaching for Greater Effectiveness and Coaching for
Human Resource Professionals,” The Center for Creative Leadership.
SITUATION
• Describe the
situation.
• Be specific about
when and where
it occurred.
BEHAVIOUR
• Describe the
observable
behavior.
• Don’t assume
you know what
the other person
was thinking.
IMPACT
• Describe what
you thought or
felt in reaction to
the behavior.
S B I

“Bad news doesn’t fester well and
good news needs to be heard as
soon you know it.”
– Jenny McCauley

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*
Tracy Coté
As an HR leader, you often give
feedback to people who are more senior
than you. What’s your approach?
• Be direct but not accusatory.
• Explain the behavior without making
it personal.
• Use humor.
• Respect the person.

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* What are some tips for giving peer-to-
peer feedback?
Jenny McCauley
• Ask yourself: Why is this important?
Who gains?
• Understand the relationship so you
can anticipate their response and
prepare.
• Do it live (not by email.)

Q&A
Jo MillerJenny McCauley Tracy Coté

Copyright 2015, Women’s Leadership Coaching, Inc.
38
Poll: What action will you take
after listening to this webinar?

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39
Recommended
Crucial Conversations Tools for Talking When
Stakes Are High, by Kerry Patterson, Joseph
Grenny, Ron McMillan, and Al Switzler.
Help Them Grow or Watch Them Go, by Beverly
Kaye and Julie Winkle Giulioni.
HBR Guide to Giving Effective Feedback by
Phoel, Grady, Gallo, Bielaszka-DuVernay,
Manzoni, Butler, Barsoux, Erickson, Bregman
and Krattenmaker.

Closing Thought
Tracy Coté Jenny McCauley

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*
Anne Cooney
Ask a C-suite Executive
Tuesday, February 23, 2016
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executives think and operate, and how
to work effectively with them? Find out
in this hour-long Q & A discussion.
We’ll cover scenarios from pitching a
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moments.’
Guest speaker: Anne Cooney, COO,
Siemens Healthcare Diagnostics.

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Copyright 2015, Women’s Leadership Coaching, Inc.
43
* Discussion questions
1. Share a time when someone gave you
feedback that made a difference. What
worked well?
2. What are the keys to receiving
feedback?
3. Share a time when you gave someone
feedback that made a difference. What
worked well?
4. What are the keys to giving effective
feedback?

Giving and Receiving Feedback | December 2015

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Giving and Receiving Feedback | December 2015

Editor's Notes