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. "The ABCs of Effective Feedback emphasizes what we already suspect is true: poorly managed feedback in the health care setting is at the heart of most personal and organizational problems." --Aspen's Advisory for Nurse Executives "An essential tool for anyone wanting to make the transition from management to leadership." --James A. Autry, author, Love and Profit and Confessions of an Accidental Businessman "A much-needed, practical guide . . . 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 "A conceptual framework and tools that will be of interest to anyone faced with the issue of giving and getting feedback that improves both performance and relationships." --Richard Beckhard, principal, Richard Beckhard Associates and coauthor of Changing the Essence "The ABCs of Effective Feedback will take longer than a minute to read but will yield a lifetime of returns." --Ken Blanchard, coauthor of The One Minute Manager "Rubin and Campbell have fully developed a vital phase of the career development process--the giving and receiving of feedback. If this phase is not fully embraced, the development process proceeds on shaky ground." --Beverly Kaye, author of Up is NOT the Only Way and Developing Workforce Talent Feedback mania is sweeping the business of health care. From hospitals and universities to associations and corporations, giving, receiving, and utilizing feedback plays an ever-increasing role in management practices such as continuous quality improvement, peer case reviews, and career development. But does the current fad of 360-degree feedback really produce the appropriate, constructive learning required to improve the performance of our work, the effectiveness of our organizations, or the quality of our lives? To show how to eliminate the pitfalls of traditional feedback approaches and enhance the win-win quality of all communication, Irwin M. Rubin and Thomas J. Campbell draw on their research with more than 10,000 professionals across diverse industries and international cultures. 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. Managing relationships, building trust, and communicating effectively are all essential skills to improving performance and ensuring the delivery of quality patient care. For physicians, nurses, educators, executives, and other important members on patient care teams, The ABCs of Effective Feedback offers the tools and techniques necessary to face the unique challenges of being a leader and resolving conflicts to produce win-win outcomes. Chart a Course to ExcellenceFrom Dilbert to Murphy Brown--and most of today's workplace professionals in between--everyone has a story to tell about facing performance reviews or feedback encounters with fear and trepidation. The ABCs of Effective Feedback dispels the negative assumptions about giving and receiving direct feedback and shows how to achieve personal and organizational excellence to ensure the delivery of quality patient care. 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 Educati