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Lets complete the exercise on page 23 together

4.Your feedback must be communicated appropriately

It needs to be full

suit the context its given in

Removed from emotion

constructive

It must leave the receiver valued and respected.

1. Your feedback must meet the needs of the recipient.

One or two main points

Specific information

Ideas and information rather than advice

What Situations in the workplace require feedback?

3.Your feedback must respect the rights of the recipient.

Permission to accept or reject

We are all unique, with different needs and if the feedback we give is to be fair and constructive, we need to keep this in mind at all times

Valuable

When giving feedback use appropriate language

Clear communication

How to give feedback

Preferred language

Avoid slang

Individual and community values

Comments on things that we can change

Ethics

Be mindful of your body language

The four rules -

Culture

What is the purpose of feedback?

Plain English

Compete the mindmap in your workbook on page 9

1. Your feedback must meet the needs of the recipient - What are needs of the recipient?

Modulate your voice to suit the content of your feedback

2.Your feedback must be given at a suitable time and place - Should it be given publicly or privately?

3.Your feedback must respect the rights of the recipient.

Think about why you would give feedback and complete the table on page 8

4.Your feedback must be communicated appropriately

2.Your feedback must be given at a suitable time and place.

Should it be given in private?

Timing

Where?

Lets complete the following table on page 18 together

What is Feedback?

As a group lets answer the exercise on page 11

Feedback is evaluative information given to a person or group of persons in response to their action or performance.

Finally....

Responding positively to feedback

What does "Feedback" mean to you?

Evaluate the feedback

It is important when we are receiving feedback about our performance that we respond in a way that will be helpful in maintaining and/or improving our performance and relationships in the work place.

Learn from the feedback

4 Keys to receiving feedback

1. Breathe

2. Be appreciative

3.Be positive about recieving feedback

What do you do next after receiving feedback?

4.Listen attentively

Use your active listening skills from block 2

Ask clarifying questions

Summarise

Paraphrase

Complete the exercise on page 34

How is feedback given and received in a Contact Centre?

Peer assessments

Performance reviews

Training results

Desk Coaching

Group events

Give and Respond to Feedback on Performance

Customer Feedback

Written feedback

Surveys

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