Recommendations for improving the process and alleviating
threat states
Sam Pollock

Feedback is sent for
two reasons
• Praising work well done
(positive)
• Identifying opportunities for
improvement (negative)

Delivery Method
• Multiple sources:
supervisor, peers,
outside the PCC
• Multiple formats: verbal,
IM, email, PRO S&S
Feedback Form via email

Frequency of
feedback
• Feedback is sent as it is
discovered
• There are no parameters
for when to send

Focus for this report:
Negative feedback provided via the
Feedback Form by email
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The Goal:
Determine if the current feedback process
causes a threat state in PCC reps; and if
so, help determine what aspects could be
causing the threat state

 Key terms
 Defined using current research literature on the topic
 Feedback – identifies errors and spurs learning and improvement
 Threat State – negative emotional response to a stimulus that causes demotivation
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Survey

• All PCC reps were invited to participate in a survey I drafted about the feedback process in the PCC
• Questions focused on identifying if a threat state exists, what could be causing the threat state, and
population data

Coding

• I used coding to analyze the free-form responses obtained through the survey
• Coding helps identify major themes and sentiments

Data
Correlation

• Using Qualtrics (survey software), I created cross tabulations specifically focused on two groupings:
position and emotional responses to feedback, tenure and emotional responses to feedback
• To determine if position and/or tenure played a role in negative responses to feedback

Data
Analysis

• I used various statistics to show how representative the survey responses were to the entire PCC
• Response rate (22%), margin of error (±14 at a 95% confidence interval), and percentages of each
response in relation to total responses per question

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 Feedback on the

Feedback

Form is mostly negative
 73% of PCC reps noted they only

receive feedback for negative reasons
(errors in work, incorrect info provided,
etc.)
 Only 27% of reps noted they have
received positive feedback on the
form

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 73% of PCC reps noted that they associated

negative emotions when receiving negative
feedback via the
form
 45% said it made them feel ashamed or defensive
 45% said it made them feel defeated, punished, and

embarrassed

Yes,
there is a
threat
state!

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Delivery Method

Frequency of Feedback

• 64% said email is preferred
method
• However, 27% said email changes
how they feel about the feedback,
mainly that the feedback feels cold
and impersonal
• 55% reported no affect to their
feelings regarding who sends it
• However, 45% said feedback is
easier to receive when it comes
from their supervisor rather than a
peer or someone outside the PCC
• Data analysis supports this as a
potential cause of the threat state

• 82% reported receiving feedback
1-3 times per month, 9% at 4-6 per
month
• 36% said that the frequency of
feedback negatively changes how
they feel about feedback
• Data analysis supports this as a
potential cause of the threat state

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Feedback Form
• 82% reported no issues/concerns
with the form
• One rep noted the form was
missing a section to call out how
error in their work was found
• No reps commented on visual
layout, color scheme, verbiage,
tone, etc.
• Based on data analysis, not a
cause of the threat state

Delivery Method
• Send completed
Form to
rep’s sup
• Sup will review feedback, then
relay to rep
• 73% of reps noted they expect
feedback to come from their sup
• 45% of reps noted when feedback
comes from someone other than
their sup it increases their negative
emotional reaction
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Frequency
• Sup will review feedback and
deliver in monthly 1:1 with rep
• Deliver sooner depending on the
nature of the feedback
• 36% of reps said that a lower
frequency would reduce their
negative reactions towards
receiving feedback

 The

Feedback Form

 82% said no issue with the form
 1 rep thought the form could be

improved by adding a section to denote
how the error was found
 Directions need to be updated if
recommendations are adopted
 From my own review, overall language
on the form is outdated but the layout of
the form itself is not lacking

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 Implementation
 Make recommended changes to

feedback process within Q3 (FY18)
 In Q1 (FY19) send out survey again to
evaluate if changes were effective in
alleviating threat state
 Future Research
 Look into researching the limitations

mentioned

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Questions?