A Spoonful of Positive helps the Feedback go down! Impact future QA/QI performance in the most insightful way.

Monday, August 8, 2022

3:30 PM – 4:30 PM

Location: Anaheim Convention Center, 207 A-C

CE: 1 CEU

Main Presenter(s)

Leslie Devey, APCO EMD Manager, APCO EMD & PST Instructor

EMD Manager/Training-QA Coordinator
Salt Lake Valley Emergency Communications Center
West Valley City, Utah

Co-Presenter(s)

MW

Missy Widdison

Salt Lake Valley Emergency Communications Center

Presentation Description: In every call that must be reviewed, there is an element of excellence. You'll find the strength and snap! The job's a game. And every review you undertake, becomes a piece of cake. Feed Forward! Strength based! It's very clear to see that a Spoonful of positive helps the feedback go down, in a most impactful way. Does your feedback cause more harm than good? Are you viewed as the villain? A pocketful of ideas from strength-based feed-forward methods will impact future performance in the most delightful way! Take call performance to the highest heights and get them soaring!

Learning Objectives:

This presentation combines three styles of giving and constructing feedback to influence the perception of receiver. Using the information provided the participant will be able to replace the traditional way of focusing on the past in giving feedback and look to the future (feed forward), distinguish the strengths of the telecommunicator (strength based feedback), and demonstrate targeted effective feedback (ask-tell-ask).
At the culmination of this session, the participant will be able to utilize the methodologies of feed forward, strength based feedback, and "Ask-Tell-Ask" to provide feedback in an effective and positive manner when reviewing calls and coaching telecommunicators through a Quality Assurance program.
The participant can discover the ultimate goal of feedback, in conjunction with quality assurance, is to become better.