The ABCs of Effective Feedback A Guide for Caring Professionals

by Rubin, Irwin M.; Campbell, Thomas J.

• ISBN13: 9780787910778
• ISBN10: 0787910775
• Edition: 1st
• Format: Hardcover
• Copyright: 1997-12-16
• Publisher: Jossey-Bass

Summary

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.

Author Biography

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.

Table of Contents

Preface	ix	(4)
Acknowledgments	xiii	(2)
About the Authors	xv
1. Making the Business Case	1	(10)
2. The Many Faces of Feedback	11	(14)
3. Initiating Feedback	25	(10)
4. Formulating Truths	35	(10)
5. Exchanging Messages	45	(18)
6. Evaluating the Feedback Process and Outcomes	63	(14)
7. Leadership and Feedback	77	(12)
8. Evolutionary Change with Revolutionary Effects: A Case Study	89	(14)
9. Axioms and Tips	103	(10)
10. The Truth of the Consequences	113	(6)
Your Feedback on Ours	119	(2)
Appendix: A Sample Behavior Minder(R)	121	(30)
References	151	(2)
Index	153