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

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Overview

Chart a Course to ExcellenceFrom Dilbert to Murphy Brown—and most of today's workplace professionals in between—everyone has a story to tell about facing performance reviews or feedback encounters with fear and trepidation. The ABCs of Effective Feedback dispels the negative assumptions about giving and receiving direct feedback and shows how to achieve personal and organizational excellence to ensure the delivery of quality patient care.

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.
From the Publisher
"The ABCs of Effective Feedback emphasizes what we already suspect is true: poorly managed feedback in the health care setting is at the heart of most personal and organizational problems." —Aspen's Advisory for Nurse Executives

"An essential tool for anyone wanting to make the transition from management to leadership." —James A. Autry, author, Love and Profit and Confessions of an Accidental Businessman

"A much-needed, practical guide . . . 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

"A conceptual framework and tools that will be of interest to anyone faced with the issue of giving and getting feedback that improves both performance and relationships." —Richard Beckhard, principal, Richard Beckhard Associates and coauthor of Changing the Essence

"The ABCs of Effective Feedback will take longer than a minute to read but will yield a lifetime of returns." —Ken Blanchard, coauthor of The One Minute Manager

"Rubin and Campbell have fully developed a vital phase of the career development process—the giving and receiving of feedback. If this phase is not fully embraced, the development process proceeds on shaky ground." —Beverly Kaye, author of Up is NOT the Only Way and Developing Workforce Talent

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
  • 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

1. Making the Business Case
2. The Many Faces of Feedback
3. Initiating Feedback
4. Formulating Truths
5. Exchanging Messages
6. Evaluating the Feedback Process and Outcomes
7. Leadership and Feedback
8. Evolutionary Change with Revolutionary Effects: A Case Study
9. Axioms and Tips
10. The Truth of the Consequences

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