The ABCs of Effective Feedback: A Guide for Caring Professionals / Edition 1

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Overview

Chart a Course to Excellence

Sponsored by The American College of Physician Executives

A much-needed, practical guide to giving and receiving feedback . . . a guide that is essential to the successful conduct of one of humanity's most important activities?productive conversation.
—Edgar H. Schein, Sloan Fellows professor of management emeritus, MIT Sloan School of Management

Managing relationships, building trust, and communicating effectively are all essential skills to improving performance and ensuring the quality of patient care. This timely book offers the tools and techniques necessary to face the challenges of being a leader and resolving conflicts to produce win-win outcomes.

Irwin M. Rubin and Thomas Campbell show how to eliminate the pitfalls of traditional feedback approaches and enhance the win-win quality of all communication. With vignettes, a case study, and pithy cartoons, the authors detail two dynamic tools to help chart a course to excellence in giving and receiving championship-level feedback. Their integrated four-phase feedback model and practical behavioral tools provide the ingredients essential to plan for and learn from our daily experiences.

The book contains black-and-white illustrations.

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Editorial Reviews

Doody's Review Service
Reviewer: Sharon E. Hoffman, MBA, PhD (Medical College of Wisconsin)
Description: This book provides the conceptual framework and the tools for giving and receiving effective feedback for professionals. The authors provide a four-phase feedback model to communicate effectively and develop the skills necessary in resolving conflicts and producing what they call "win-win" outcomes.
Purpose: The authors propose that feedback is the key to organizational and individual excellence and that without this effective process, we are destined to fail. The purpose of this book is to enable readers both to receive and give "championship-level feedback." The objectives are worthy, but the ABCs are neither simple nor comprehensive.
Audience: It is written for professionals, with particular emphasis on healthcare teams. The authors often cite healthcare case studies and use examples that affect quality patient care outcomes. Although the book's primary audience is working professionals, it could also be used in educational environments, particularly those characterized by one-on-one learning. The two authors are seasoned professionals with much experience in providing and receiving feedback. Dr. Rubin is particularly well known for his many texts in organizational behavior.
Features: Two tools are provided: a four-phase feedback model and behavioral compass points. The four-phase feedback model requires the receiver to remove past experiences with feedback and consciously "work" to understand, not defend against, the messages. The model includes negotiating boundaries in the beginning and a mutual debriefing time at the end. The ABCs Behavioral Compass requires practice and debriefing with an evaluation by both parties.
Assessment: This book offers insights and a solution into the difficult career development process of giving and receiving feedback. It is not a simple rendition of the usual evaluation conference, but a rather lengthy and somewhat complex model for providing feedback.
Sharon E. Hoffman
This book provides the conceptual framework and the tools for giving and receiving effective feedback for professionals. The authors provide a four-phase feedback model to communicate effectively and develop the skills necessary in resolving conflicts and producing what they call ""win-win"" outcomes. The authors propose that feedback is the key to organizational and individual excellence and that without this effective process, we are destined to fail. The purpose of this book is to enable readers both to receive and give ""championship-level feedback."" The objectives are worthy, but the ABCs are neither simple nor comprehensive. It is written for professionals, with particular emphasis on healthcare teams. The authors often cite healthcare case studies and use examples that affect quality patient care outcomes. Although the book's primary audience is working professionals, it could also be used in educational environments, particularly those characterized by one-on-one learning. The two authors are seasoned professionals with much experience in providing and receiving feedback. Dr. Rubin is particularly well known for his many texts in organizational behavior. Two tools are provided: a four-phase feedback model and behavioral compass points. The four-phase feedback model requires the receiver to remove past experiences with feedback and consciously ""work"" to understand, not defend against, the messages. The model includes negotiating boundaries in the beginning and a mutual debriefing time at the end. The ABCs Behavioral Compass requires practice and debriefing with an evaluation by both parties. This book offers insights and a solution into the difficult careerdevelopment process of giving and receiving feedback. It is not a simple rendition of the usual evaluation conference, but a rather lengthy and somewhat complex model for providing feedback.
Booknews
The authors draw on their research with some 10,000 professionals across diverse industries and international cultures to show how to eliminate the pitfalls of traditional feedback approaches and enhance the win-win quality of all communication. They detail practical tools and an integrated four-phase feedback model using vignettes, case studies, and b&w cartoons from the newspaper comics pages. Includes a sample assessment instrument. Written for physicians, nurses, educators, executives, and others on patient care teams. Annotation c. by Book News, Inc., Portland, Or.

3 Stars from Doody
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Product Details

  • ISBN-13: 9780787910778
  • Publisher: Wiley
  • Publication date: 11/14/1997
  • Edition description: 1 ED
  • Edition number: 1
  • Pages: 176
  • Sales rank: 1,031,795
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.56 (d)

Meet the Author

IRWIN M. RUBIN is president of Temenos, Inc. and coauthor of the classic texts Organizational Behavior: An Experiential Approach and My Pulse is Not What it Used to Be: The Leadership Challenges in Health Care. Formerly associated with prestigious institutions such as Sloan School of Management at the Massachusetts Institute of Technology and Harvard Graduate School of Education, he is an honorary member of the American College of Physician Executives. THOMAS CAMPBELL, a group practice consultant, is a board-certified obstetrician and gynecologist and fellow of the American College of Physician Executives. Previously CEO of a multispecialty group practice of over fifty physicians in western Montana, he has held teaching fellowships at the University of Chicago and Sydney University in Sydney, Australia.

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Table of Contents

Preface
Acknowledgments
About the Authors
1 Making the Business Case 1
2 The Many Faces of Feedback 11
3 Initiating Feedback 25
4 Formulating Truths 35
5 Exchanging Messages 45
6 Evaluating the Feedback Process and Outcomes 63
7 Leadership and Feedback 77
8 Evolutionary Change with Revolutionary Effects: A Case Study 89
9 Axioms and Tips 103
10 The Truth of the Consequences 113
Your Feedback on Ours 119
App A Sample Behavior Minder 121
References 151
Index 153
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