Deck 17: Coaching and Providing Feedback for Improved Performance

Question 1

Why is coaching and providing feedback so important in the current environment?

Answer 1

There are good managers in the organization which helps their business to succeed. Team leaders and good managers take regular care of their team members to give them proper advise, guidance and necessary information which helps them to excel in their work.
We have seen in the case study that person's manager had some concern. We feel that his manager didn't provide adequate support for person S to improve because he was earlier working as a sales team and based upon his performance was transferred to the management department. His manager didn't guide him how to develop inputs or plans for running a branch office or how to deal with the issues which are associated with managing his office. Person S has been working with the sales team and has recently promoted to the management team. He had no managerial skills to run the branch office and his manager didn't bothered to offer him some guidance or coaching to excel his managerial capabilities. Person S should have been provided proper training, guidelines, insights through regular interactions which could have enhanced his managerial skills and capabilities.

Question 2

You have just been promoted to supervisor of bank teller operations. Recently, your bank has been trying to become more product focused; in other words, instead of just performing transactions, the tellers have been asked to inform customers about various loan "products" in the hope of increasing the more profitable products and services of the bank's business. Transaction fees don't pay the bills like they used to. How would you go about your new role, taking into account elements of coaching and providing feedback?

Answer 2

Feedback is an information which enables any individual or groups to compare their actual performance over the given expected or standard results. In this modern era of business environment, companies are involved in giving suggestions to improve the performances of their employees.
The key issues or problem concerning giving and receiving feedback are as follows:
• Making feedback personal: Most of the time managers does not give or accept negative feedback or discuss regarding the performance weakness as it leads to criticisms. Many individuals often use more passive and general language which leads to misinterpretation of the actual feedback.
• Criticisms: Often feedback leads to criticisms which can be very harmful for the working environment of the company. Also, many employees see receiving feedback as a criticism which makes them defensive and emotional.
• Time-consuming: Giving or receiving feedback to the large number of employees is very time consuming. With research to be conducted before providing effective feedback, managers may feel that they are unable to give or receive feedback which can be effective.

Question 3

Discuss the meaning of the opening quote, "Many receive advice; only the wise profit from it."

Answer 3

Feedback is an information which enables any individual or groups to compare their actual performance over the given expected or standard results. In this modern era of business environment, companies are involved in giving suggestions to improve the performances of their employees.
Person S expects a positive feedback from person A which can help him to gain some confidence at the next meeting. Getting a positive feedback will certainly boost his confidence by reinforcing his efforts. Providing him the feedback which are directed to improve his areas where he needs improvement. Person A should also provide feedback which will help person S to understand his blind spots and weakness which he is not aware of. The corporate office needs to provide him proper training, guidelines and insight regarding what is expected from him for the managerial post. He also wants that the corporate office does not de-promote him back to the sales department. From his co-workers he wants a bit a guidance and encouragement which will help him to develop skills and reinforce positive behaviour. From the other branch manager, he needs cooperation, collaboration, partnership and a sense of mutual growth. Person S expects that the other branch managers should initiate and structure the discussions and actions by providing him regular feedback and analysing the issues and concerns.

Question 4

We generally think of feedback coming from another person. However, there are at least two other sources. What are they and how do they work?

Question 5

Discuss the effectiveness of this performance feedback: "Mary, your work is outstanding! Keep it up and you may get that promotion sooner than you think!"