Table of Contents
Read this First 2
How to use this book 5
Part 1 Feedback that Matters 8
Chapter 1 The Myths Surrounding Feedback 12
Skewed beliefs: feedback myths and reality 14
In a world without myths… 20
Key Points 21
Expert's Opinion 22
Chapter 2 About Human Performance 24
What makes us perform? The 3 Cs 25
Capability 27
Characteristics 29
Context 33
Key Points 38
Expert's Opinion 42
Chapter 3 Why Improving is Tough 44
Low self-awareness, or "I don't know" 45
Insufficient motivation, or "I don't care" 48
The strength of habit, or "I can't change" 49
If it were that easy, they'd have improved by now! 50
Key Points 51
Expert's Opinion 52
Chapter 4 Foundational Principles of Feedback 54
Fairness 55
Focus 60
Credibility 61
Key Points 67
Expert's Opinion 68
Chapter 5 Why Feedback? Why Now? Why Not? 70
Why does it matter? 71
Blurred line of sight 72
Erratic environment 73
New worker deal 75
The leader's predicament 77
Key Points 79
Expert's Opinion 80
Part 2 Fairtalk Leader 82
Chapter 6 Deciding 'what's Up?': Diagnosing What Needs to be Improved 86
Identify what matters 88
Check for accuracy 91
Validate your opinion 96
From collecting data to giving FairTalk feedback 103
Key Points 105
Expert's Opinion 106
Chapter 7 The Three Steps to Powerful Feedback 108
Step 1: "Tell me why it matters" 109
Step 2: "Tell me how I'm doing" 113
Step 3: "Tell me what to do" 114
From feedback to coaching 118
Tracking progress 119
Pulling the FairTalk model together 120
Key Points 123
Experts Opinion 124
Chapter 8 Trap 1: Competence. Why do I Get It Wrong? 126
Baffling feedback 129
Bogus feedback 132
Brutal feedback 134
Key Points 137
Expert's Opinion 138
Chapter 9 Trap 2: Emotions. Keep Calm and Give Feedback 140
What makes it emotionally hard? 142
Interpersonal sensitivity 143
Performance anxiety 145
Understanding the emotions of others 147
Using emotions to get even better results 148
Key Points 151
Expert's Opinion 152
Chapter 10 Trap 3: Context. Giving Feedback Across Boundaries 154
Interpersonal boundaries 155
Organizational boundaries 162
From generalization to FairTalk 168
Key Points 169
Expert's Opinion 170
Chapter 11 Anyone Can Change 172
What does the biology say? 173
Adopting the growth mindset 174
Making behaviour change a habit 175
Honing habits through feedback 177
Finally, don't stop 179
Key Point's 179
Expert's Opinion 180
Part 3 Fairtalk Culture 182
Expert's Opinion 186
Chapter 12 Tell Me Why It Matters: Leadership for a Fairtalk Culture 188
Five manifestations of a strong feedback culture 189
Tone at the top 191
Communication 193
Change management 195
Holding others accountable 196
Key Points 198
Expert's Opinion 199
Chapter 13 Tell Me How I'm Doing: Diagnosing Your Fairtalk Culture 202
Everyone has a feedback culture… that isn't the issue! 203
Now what? 208
Key Points 209
Expert's Opinion 210
Chapter 14 Tell Me What to do: Practical Ways to Build a Fairtalk Culture 212
Good policy 213
Strong processes 216
Metrics & Measures 217
Structure & Organization 218
Technology & Tools 222
Competency & Skills 225
Key Points 229
Expert's Opinion 230
Chapter 15 Making the Fairtalk Culture Sustainable 232
Troubleshooting your culture 233
Running counter to the culture 236
Key Points 237
Expert's Opinion 238
Conclusion 240
Notes 246
About the Authors 262
