Managing External Relations - Disaster Management Center ...

Chapter 2
Test your assumptions and use feedback — People generally believe that their assumptions
about other people are correct when they are often only partly correct or perhaps not correct at all.
While it is impossible to eliminate assumptions from our relationships, holding incorrect assumptions
may lead to misunderstandings. It is, therefore, necessary to always test assumptions by asking
directly, or to provide and ask for feedback.
Rather than simply a back and forth exchange, feedback seeks to provide an interpretation of
behaviour. The term ‘feedback’ originates in rocket science when a rocket in space receives and
sends signals and adjusts its course accordingly. Feedback allows us to see ourselves as others see us
and to find out what others perceive and feel. The messages received through feedback assist us to
change our course of action to achieve the desired result. It is important to understand that the only
person an individual can change is him/herself but it is possible to influence the behaviour of others
by providing them with feedback.
Effectively giving and receiving feedback requires trust, acceptance and concern for others. Giving
and receiving feedback is a skill that can be learned and developed for any situation. Feedback
inevitably occurs in all human interactions as part of the information exchange process.
Remember that the feedback process focuses on behaviour not intentions. An individual’s
intentions are private unless he or she explains them. Other people can only speculate about his/her
intentions. Frequently, people tend to give feedback on what they believe are other people’s intentions,
but a person’s intentions may not be what you perceive them to be.
Some guidelines for giving and receiving feedback
♦ Feedback should be descriptive, non-evaluative, and specific and should
embody freedom of choice. In general, if a person reacts defensively to
feedback, it may not have been given constructively. An angry receiver
may reject the feedback simply to protect personal dignity.
♦ Feedback statements are more helpful if they are specific, and tied to
behaviour such as ‘you bumped my arm’ rather than ‘you never watch
where you are going.’
♦ Feedback should be obtained from more than one person as individual
reactions may be quite different.
♦ Feedback should be given in a way that allows the receiver to preserve
his/her self esteem. If handled correctly, anger and conflict can be
positive and growth producing.
♦ Feedback is most useful immediately after an event occurs. Feedback
sessions may also be planned following a meeting or press briefing to
discuss the interactions that transpired.
In what circumstances should you be cautious about using feedback?
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