Overview

Effective Performance Feedback

Effective managers use a variety of means to assess employee
progress and to evaluate performance. One method is constructive
feedback, which can be the most challenging for managers. Timely
and accurate feedback to employees is an integral component of
effective management. However, if your organization or department
is on a 24/7 schedule, it can present challenges in providing
performance feedback to employees who work when you, as the
manager, are not scheduled. You cannot see the employees’ body
language and facial expressions if you discuss issues with them via
the phone and you may not have regularly scheduled meetings to
address issues and concerns as they arise. Therefore, you may have
less frequent opportunities to talk with employees individually. It
is important for managers to be familiar with various types of
feedback and to practice using these techniques for communicating
with employees about their performance and their progress whether
via the phone or in person.

Types of Feedback

Feedback can be either formative, summative, or a combination of
both. Below is information regarding common types of feedback:

Formative Feedback

Formative feedback includes activities undertaken by teachers to
provide feedback to employees about learning activities in which
they are engaged (Black & William, 1998). Formative feedback is
designed to provide diagnostic information to learners and their
managers. It occurs when teachers feed information back to
employees during the module in ways that enable improved learning.
The feedback should identify strengths and weaknesses and help
employees develop strategies for improving their performance.
Formative feedback is commonly regarded as an important assessment
practice.

In providing formative feedback, managers should attempt to:

Be timely in providing guidance. For instance, if an employee
performs a task that is inconsistent with the specifications of the
organization or department, it is important to provide him/her with
feedback as close to the event as possible. Doing so will mitigate
potential conflict with co-workers, or in a more serious case; harm
to a patient.

Relate the feedback to the event by providing specific examples
and/or by using charts or other items used to perform the
job.
Give employees information about how they can enhance their
performance. This should apply to all employees, not just those who
are not performing to expected levels.

Serve as a model of the desired level of performance.

Summative Feedback

Summative feedback is most commonly provided in the form of
performance rankings in order to give employees information about
the level of proficiency they have demonstrated with job
requirements or in the organization/department as a whole.
Summative feedback can serve formative functions, such as when
comments are provided within the text of a performance review. This
form of feedback is designed primarily to help employees as they
continue with their current position. It should illustrate their
strengths and areas for improvement. However, summative feedback is
typically designed to “sum up” employees’ overall performance on a
job or in an organization/department.

Reflect on the Overview information above.