Feedback and Encouragement

During a training session trainers need to provide constructive feedback to participants. Constructive feedback can be both positive and negative. Feedback is not a one way process from trainer to participant, it must also be from participant to trainer.

Providing Feedback

Feedback is a vital part of training - everyone likes to know how he or she has done, or you may even be required to provide formal feedback to a supervisor. Giving feedback can be difficult – the key point is to provide constructive feedback and to choose your words carefully.

For example which would you prefer to hear? "That was terrible" or "You have completed the cashing up very well, lets just review the steps in taking the money to the bank.."

It’s easy to forget the powerful impact words can have, so its important to choose the words for feedback very carefully.

Some points to remember when providing feedback:

• Positive/negative/positive - always put a negative comment between two positives
• Maintain the trainees self esteem
• Provide feedback at the appropriate time and place (not publicly)
• Be honest
• Ensure that trainees feel you will maintain confidentiality
• Keep to the point
• Not too much at once

Receiving Feedback

The other side of giving feedback is receiving it. We can all feel uncomfortable about receiving feedback. It’s important not to become defensive. Accept the feedback in the spirit in which it is offered and determine what you can do differently:

• Thank the person for their comments
• Clarify what they have said in your own words
• Reflect on the feedback and maybe check with someone else
• Learn from the experience

Comparing Feedback to Performance

A third aspect of feedback is self-assessment. This is the ability to analyse your own performance when no one else is there to provide it, especially after the training is finished.

To achieve this, encourage trainees to:

• Seek feedback from people they work with
• Think through their performance themselves
• Find someone to talk to about how they can improve or maximise strengths
• Learn from their mistakes

Modifying your training session

Opportunities will exist to modify your training session based on the feedback you receive. Such action is seen as a continual improvement process.

Throughout the training session it is important to check how trainees are progressing. This can be difficult if you don’t listen to the trainees and observe their reactions.

Throughout the session you should be asking what support you can provide trainees.

Do the participants:

• Need more information?
• Need to be reassured they are doing well?
• Need some help?
• Want to tell me something new?
• Need some practice?

If someone seems confused, check what you can do or say to assist.