Performance appraisals and feedback are about helping people gain the momentum they need to improve and succeed. Feedback involves active listening and effective communication. It motivates, enhances performance, and serves as the best tool for continuous learning.
We frequently share these insights with talent management influencers and other specialized contributors whom we admire, discussing how human management is evolving in the 21st century. However, sometimes, even anonymous individuals have the power to inspire us with their unique perspective on what feedback means for them.
Today, we are fortunate to have the perspective of a very special guest who will provide insights into feedback from a field different from Human Resources but equally important: Social Services.
Allow us to introduce Ana Santiago, a real-life well-being superhero, though she humbly identifies herself as a social worker. With her super powers , she enables many people to perform tasks they wouldn't manage on their own, helping them stay at home for as long as possible and avoiding institutionalization. She oversees a team of 27 assistants responsible for 89 users, making continuous communication essential in her role."
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How does feedback influence your work?
Acting as a social worker, active listening is one of the tasks with excellence to successfully interact with service users. In my sector, home help, we also have to add the work of coordinating with a large number of auxiliary technicians. Feedback is essential as a daily communication system with users in order to determine if the service is developing correctly or if they need any changes in tasks, schedules, assistants, etc. As for the auxiliaries, I am, shall we say, "their main point"; from me they need information about tasks, user situation, knowledge about possible complications and quick and efficient resolution of these. This type of interaction without feedback could not happen.
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Do you receive feedback from the employees you coordinate?
Of course I get feedback from the auxiliaries. They are in charge of providing me with direct day-to-day information at home and for me to collect it to decide whether or not I should make changes or the necessary coordination with other entities. In addition to aspects related to the treatment of our patients, they also need to tell me about their personal situation and its influence at work, something that I must always keep in mind.
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Do you receive feedback from your users?
I also get feedback from patients. In this sector, the relationship with the "customers" is very constant and it is necessary to keep a very rigorous follow-up of their demands and needs. For this, our interaction must be fluid and thus be able to "negotiate "constantly different aspects of the service.
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Do you also value negative feedback?
Not only do I value it, but I also consider that without it it is impossible for the positive to be effective. When I or an assistant receive negative feedback it causes an immediate response of correction and self-improvement which in turn will cause feedback in subsequent communications, surely, will be positive.
Learning about how Ana incorporates feedback into her work highlights the universal importance of well-structured evaluations and feedback in any organization. Employees appreciate feeling valued, heard, and having the opportunity to enhance their professional skills. Investing time in asking for and understanding our team's perspective on the organization is time well spent, as it can prevent future issues.
A heartfelt thank you to Ana and her entire team for making people's lives better and for taking the time to share their experiences with all of us!