Better Today, Issue 2
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Better Today
Improvements you can make today
Welcome to Issue 2 of our e-zine, Better Today.
No matter what sector you're working in, it's essential
to continuously assess the way you do things, to ensure you're getting
the best return possible, particularly in the current downturn. It's
our aim to bring you interesting, helpful information to help you spot where you could do better, and how to do it better.
Summary of Articles
Giving Feedback
In previous articles we have been looking at some
quick, cost effective tools for improving your business in a tough
climate. In this article we are going to look at giving feedback,
which (if used correctly) is a tool anybody can use, at any time, with
little cost (other than time), that will make definite, long term
improvements to the business. It can be used to correct behaviour or
to praise good performance. But like any tool there is a right and
wrong way to use it. Read the rest of the article here.
Business Improvement Techniques
We know that using improvement techniques work, but
if you'd like to read another person's viewpoint, we found Roy
Coldwell's article "Business Improvement Techniques" very interesting. He states, "Embracing lean processes can improve efficiency and increase output by around 10-20% in any business,
without the need for further investment." Roy is director of
operations at PICME Limited, and the article appeared in December's
issue of the Strategic Planning Society "Strategy Magazine". This article has been reprinted with permission from the Strategic Planning Society.
North East Regional Business Fair
What a great opportunity for businesses in the North East to promote your
products and services to new customers across the UK! The Business Fair is a "Meet the Buyers"
event, combined with a series of practical free seminars, a support and advice
zone and a business exhibition. Come to our free seminar and vist us there on Stand 22. Read more about the NE Regional Business Fair here.
Articles
Giving Feedback
The RIGHT way:
Remember the reason for giving feedback is to correct an individuals behaviour - not to vent your emotions
Describe the specific behaviours / results youhave observed, and explain the impact on the business, the team and you.
Check your observations are correct
Are there any mitigating circumstances ( remember to actively listen)
Describe the behaviours / results you are looking for (be accurate and concise)
Together, search for a solution
Check the individual will do it (beware of "I'll try", which translates as, "I'm not going to do it")
Thank them in advance
Give regular updates and stay focused on their behaviour / results.
The process for giving feedback on good performance is very similar:
Describe the specific behaviours / results you are praising
Explain how you feel about the results / behaviours
Look at how the outcome was achieved and how it can be applied in other situations
Thank them, and give further encouragement
For any feedback to be successful it needs to be
specific, descriptive and factual, and delivered in a non-judgemental
manner. You need to focus on the actual behaviours and results, not
the individual. If necessary prepare beforehand and gather any
information / evidence you need.
Be careful though, feedback will fail if you use any sort of:
Personal criticism e.g. "you're not good enough" or "you're too sloppy at work" - it will make them defensive
Assumptions about a person's mental state e.g.
"you've a bad attitude" or "you're lazy" -this will make them both
resentful and defensive
Generalisations e.g. "you're always late" or "you're always missing your deadlines" - if you exaggerate, they won't believe you
Contaminated praise e.g. "that was quite good...for
you" or "that report was very thorough...apart from the obvious
mistake" - they won't know if they are being praised or criticised
And avoid at all costs statements like "pull your socks up" which give's someone no idea of how you want them to improve.
Remember the purpose of giving feedback to a poor
performer is to have a specific effect on their behaviour. This will
enable them to improve their performance, the team's performance, which
will be seen to improve your performance. It is never easy, but if
done correctly it isn't unpleasant.
In the next article we will be looking at how to receive
feedback, which for a person to be a truly effective communicator, is
just as important as giving feedback.
The event takes place over two days, Wednesday 25
February and Thursday 26 February at Gosforth Park's Newcastle
Racecourse. We will be delivering a seminar on
"Improving Business Efficiency" on Wednesday morning at 10.30am. If
you're interested in finding out more
about how to improve your processes, remove inefficiencies and
eliminate waste
to increase your productivity, this is the ideal opportunity. You will
learn about some of the tools and
techniques to identify waste / inefficiencies, as well as simple steps
you can
take to eliminate these wastes, while engaging your staff in the whole
process.
We also
have an exhibition stand, so if you have any questions or comments about
"process improvement" or any of the training and consultancy we provide, you can
come and have an informal chat with us - we'll be on Stand
22.
If you're unable to attend the event, we'll make the presentation available to you with the next edition of "Better Today".
We're always keen to receive feedback about our
E-zine. Is there anything in particular you'd like to read about? How
can we improve this service? Please send any feedback to Carol Hogg.
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