High-Impact Feedback & Listening from edX

What's inside

Learning objectives

At the end of this course, the learner will be able to:
Support colleague's job performance, growth, and development
Build authentic, trusting relationships with colleagues

More wisely choose opportunities to give and seek feedback
Handle, reduce, or eliminate defensiveness or negative emotions that can occur in a feedback discussion
Help create a culture of teamwork, performance & communication

At the end of this course, the learner will be able to:
Support colleague's job performance, growth, and development
Build authentic, trusting relationships with colleagues
More wisely choose opportunities to give and seek feedback
Handle, reduce, or eliminate defensiveness or negative emotions that can occur in a feedback discussion
Help create a culture of teamwork, performance & communication

Syllabus

Introduction: Learners take part in a “fact or myth” activity to gain critical information about giving and receiving feedback. The facilitator introduces the two types of feedback: positive and developmental.

Giving Feedback—Key Principles and STAR: Learners watch a video spoof called “Top Colleague” (a fictitious reality game show) that demonstrates poorly delivered feedback and subsequent poor receptivity to feedback. Learners discuss why the feedback in the video went wrong. The facilitator defines effective feedback skills and leads a discussion on the importance of meeting people’s personal and practical needs. Learners adjust the video judges’ feedback to encourage greater receptivity from the video contestants.

Building Your Listening and Feedback Receptivity Skills: Learners discuss the importance of being aware of Feedback Deflection Traps, Receptivity Techniques, and barriers to listening to accurately understand a message. Learners identify a Receptivity Technique that would help the video contestants demonstrate better listening skills.

The Feedback Discussion Model: Learners watch a video depicting a colleague in need of developmental feedback. The facilitator introduces the Feedback Discussion Model. Learners then watch a video that shows an employee efficiently delivering developmental feedback to the peer depicted in the earlier video.

Skill Practice—Giving and Receiving Feedback: The facilitator introduces the Feedback Planner. In groups of three, learners participate in three rounds of skill practice for delivering developmental feedback.

Applying Your Skills: In pairs, learners describe real-life opportunities they have for delivering either positive or developmental feedback back at work and plan their approach to those discussions.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Develops skills in delivering positive and developmental feedback, which are essential for effective communication and collaboration in professional settings

Teaches techniques to handle defensiveness and negative emotions during feedback discussions, fostering a more constructive and supportive work environment

Emphasizes the importance of listening skills and receptivity to feedback, enabling individuals to accurately understand messages and build stronger relationships

Utilizes video examples and role-playing exercises to provide practical experience in giving and receiving feedback, enhancing skill development and confidence

Explores the Feedback Discussion Model, which provides a structured approach to delivering developmental feedback effectively and efficiently

Requires learners to describe real-life opportunities for delivering feedback, which may require learners to be currently employed or have access to a professional environment

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in High-Impact Feedback & Listening with these activities:

Read 'Thanks for the Feedback'

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Improve your understanding of the psychology behind receiving feedback and learn strategies to become more receptive.

View Difficult Conversations: How to Discuss What... on Amazon

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Obtain a copy of 'Thanks for the Feedback'.
Read the book, focusing on chapters related to defensiveness and active listening.
Reflect on your own experiences with receiving feedback and identify areas for improvement.

Practice Active Listening Techniques

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Sharpen your active listening skills to better understand colleagues' perspectives and improve feedback receptivity.

Browse courses on Active Listening

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Research active listening techniques online.
Practice summarizing and paraphrasing what others say in conversations.
Pay attention to non-verbal cues and body language.

Role-Play Feedback Scenarios

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Practice giving and receiving feedback in a safe environment to build confidence and refine your skills.

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Find a partner or form a small group.
Create realistic feedback scenarios based on workplace situations.
Take turns giving and receiving feedback, focusing on the STAR method and receptivity techniques.
Provide constructive criticism to each other on delivery and receptivity.

Four other activities

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Read 'Difficult Conversations'

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Learn strategies for navigating difficult conversations, including those involving feedback, to improve communication and build stronger relationships.

View Difficult Conversations: How to Discuss What... on Amazon

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Obtain a copy of 'Difficult Conversations'.
Read the book, focusing on chapters related to understanding different perspectives and managing emotions.
Reflect on your own experiences with difficult conversations and identify areas where you can apply the book's principles.

Develop a Feedback Guide

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Synthesize your learning by creating a guide that summarizes key principles and techniques for giving and receiving feedback.

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Outline the key sections of your feedback guide, including giving positive feedback, developmental feedback, and receiving feedback.
Summarize the STAR method and receptivity techniques.
Include examples of effective and ineffective feedback.
Share your guide with colleagues or peers for feedback.

Implement a Feedback System at Work

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Apply your knowledge by designing and implementing a feedback system within your team or organization.

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Assess the current feedback practices in your workplace.
Design a feedback system that incorporates the principles learned in the course.
Pilot the system with a small group and gather feedback.
Refine the system based on feedback and roll it out to a wider audience.

Mentor a Colleague on Feedback Skills

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Reinforce your learning by mentoring a colleague on the principles and techniques of giving and receiving feedback.

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Identify a colleague who is interested in improving their feedback skills.
Share your knowledge and insights from the course.
Provide guidance and support as they practice giving and receiving feedback.
Offer constructive criticism and encouragement.

Career center

Learners who complete High-Impact Feedback & Listening will develop knowledge and skills that may be useful to these careers:

Team Leader

A team leader guides and supports team members, making the ability to give and receive feedback crucial for team success. This course helps a team leader learn how to deliver effective feedback, understand how to optimize individual and team performance, and build a culture of open and honest communication within the team. Understanding how to effectively handle defensiveness and negative emotions during feedback sessions is vital for maintaining a positive team dynamic. Through this course, a team leader will learn how to create an environment where team members feel supported and motivated to improve. The skill practice portion of the course is quite helpful for team leaders.

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Training and Development Specialist

A training and development specialist designs and implements programs to enhance employee skills, making the ability to provide constructive feedback essential. This course directly supports the work of a training and development specialist by teaching methods for delivering both positive and developmental feedback. The insights into building authentic relationships and fostering trust are particularly relevant to creating effective learning environments. In addition, the course's focus on listening skills helps a training and development specialist better understand the needs of learners making the training more effective. The course also helps a training specialist recognize when opportunities for feedback arise. The course helps a training and development specialist to support employee growth and workplace culture.

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Software Engineering Manager

A software engineering manager leads a team of engineers, and so skills in providing and receiving feedback are critical to the role. This course helps a software engineering manager understand how to deliver both positive and developmental feedback, and how to handle defensiveness and reduce negative emotions. The course also helps managers learn how to build authentic, trusting relationships with their software engineers. The skill practice element of this course can also help a software engineering manager grow in their role. This course should help a software engineering manager support their team more effectively.

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Communications Manager

A communications manager guides an organization's messaging, and so they must know how to give and receive feedback. This course helps a communications manager develop the skills required to deliver both positive and developmental feedback to their team, as well as to stakeholders. The ability to handle, reduce or eliminate negative emotions or defensiveness during those discussions is critical to maintaining a positive and productive work environment. The course's emphasis on building trust and listening to understand will also help a communications manager build better relationships with colleagues and stakeholders. A communications manager will find this course to be quite useful.

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Human Resources Specialist

A human resources specialist plays a vital role in employee development and well-being, often facilitating performance reviews and feedback sessions. This course helps a human resources specialist understand how to deliver effective feedback, both positive and developmental, and how to foster a culture of open communication. The course provides useful tools for managing defensiveness during feedback discussions, a skill that is critical for successful performance management, and provides practice in applying these skills. By understanding how to plan feedback discussions and choose opportunities to provide feedback, a human resources specialist can better support employee growth and build strong relationships throughout an organization. The course's emphasis on listening skills also helps a human resources specialist to accurately understand employee concerns and needs.

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Mediator

A mediator helps resolve disputes and facilitate communication between parties, and so the ability to deliver and receive feedback is essential. This course helps a mediator understand how to create an environment where parties can openly share their views. The focus on active listening in this course can help a mediator better understand the core issues of a dispute. The course's emphasis on reducing defensiveness and negative emotions is also crucial for a mediator's work. A mediator may find this course to be especially helpful.

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Sales Manager

A sales manager is responsible for mentoring and guiding a sales team, and so providing effective feedback is critical for success. This course helps a sales manager understand how to deliver both positive and developmental feedback that encourages growth and high performance. This includes learning how to respond to negative emotions and defensiveness during feedback discussions. A sales manager will benefit from the course's focus on building trust and strong relationships, which is key to inspiring a team to perform. Also, the course's focus on listening can help the manager understand the specific challenges facing individual members of their sales team. A sales manager will find the course quite useful.

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Project Manager

A project manager is often responsible for guiding a team towards a common goal, requiring effective feedback skills. This course helps a project manager to understand how to deliver both positive and developmental feedback to team members, optimize team member performance, and foster a culture of open communication. By understanding how to handle defensiveness that may arise during feedback sessions, a project manager can guide teams more smoothly and maintain project momentum. The course also shows ways to build strong, trusting relationships with colleagues, which is key to team collaboration. Skills taught in the course should also help a project manager choose the best opportunities to provide feedback. A project manager will find this course very helpful.

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Organizational Development Consultant

An organizational development consultant works to improve the effectiveness of organizations, and so their success depends on being able to give and receive feedback. This course provides an organizational development consultant with the tools needed to deliver impactful feedback to individuals and groups. The course's focus on active listening also helps an organizational development consultant to better understand the needs and challenges within an organization. The skills taught in the course, such as how to choose the best time to deliver feedback, also allows an organizational development consultant to improve the culture within a client. An organizational development consultant may find this course to be very useful.

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Executive Coach

An executive coach works with leaders to improve their performance and effectiveness, and so providing effective feedback is an essential part of the coaching process. This course provides an executive coach with the techniques needed to deliver feedback clearly and constructively. Specifically, the course will help the coach understand how to handle defensiveness and reduce negative emotions during those discussions. The course also emphasizes how to build trust, which is fundamental to an effective coaching relationship. An executive coach can also use the active listening skills taught to better understand each client's needs, wants, and goals. The course prepares an executive coach to support leaders.

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Management Consultant

A management consultant often works with clients to improve their organizational practices, and so the ability to give and receive feedback makes the difference in a successful engagement. This course provides consultants with insight into how to deliver both positive and developmental feedback in a way that is clear and direct. The course's emphasis on active listening also allows a management consultant to better understand the needs of the client. The course also helps someone in this role prepare for difficult conversations, and reduces negative emotions when they arise. A management consultant may find this course particularly valuable as they work with several different organizations and teams.

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Recruiter

A recruiter is responsible for identifying and selecting top talent, which requires the ability to give and receive feedback from both candidates and hiring managers. This course helps a recruiter understand how to deliver both positive and developmental feedback in a professional manner, and how to be more receptive to input from others. Furthermore, the course's focus on building authentic relationships can help a recruiter establish more trusting relationships with candidates and hiring managers. The active listening skills taught in the course would help a recruiter better understand the needs and concerns of both parties. A recruiter may find this course very helpful.

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Customer Success Manager

A customer success manager seeks to build strong relationships with clients, which requires an ability to give and receive feedback. This course directly supports a customer success manager by helping them learn how to listen to understand the customer's needs and goals. Further, this course helps the customer success manager understand how to offer developmental feedback in a sensitive and constructive way, which may be required to help a client realize the value of services or products. The interpersonal skills taught in the course, such as building trust, are foundational to positive client relationships. A customer success manager may find this course quite useful.

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Instructional Designer

An instructional designer creates learning materials and experiences, and so feedback skills help them understand the needs of learners. This course helps an instructional designer better understand how to give and receive feedback. The course will also help them recognize opportunities to provide feedback and how to reduce defensiveness. The skills taught in the course, such as how to choose the best time to deliver feedback, will help improve the quality of their designs, and improve learning experiences. Ultimately, this course should help an instructional designer optimize their design process and improve their ability to respond to changes. This may be a very useful course for an instructional desginer.

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Teacher

A teacher guides students through a learning process, and so they must know how to give and receive feedback. This course helps a teacher understand how to deliver both positive and developmental feedback that will encourage growth in their students. The ability to handle, reduce, or eliminate defensiveness is particularly helpful when working with students. A teacher can also use the active listening skills taught in the course to better understand each student's specific needs and concerns. This course will make a teacher's job of supporting student development easier and more effective. This may be a very useful course for a teacher.

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Reading list

We've selected one books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in High-Impact Feedback & Listening.

Difficult Conversations

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Provides a comprehensive guide to understanding and improving feedback receptivity. It delves into the psychological and emotional aspects of receiving feedback, offering practical strategies for overcoming defensiveness and fostering a growth mindset. The book's insights directly complement the course's focus on building listening and feedback receptivity skills, making it a valuable resource for learners seeking to enhance their ability to receive and utilize feedback effectively. It is commonly used by professionals and in academic settings.

Difficult Conversations: How to Discuss What...

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High-Impact Feedback & Listening

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Syllabus

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