Building Performance, Fuelling Growth

Duration: 2 Days
Time: 9:00am to 5:00pm

Introduction

Feedback conversations are one of the most powerful leadership tools for shaping performance, building trust, and inspiring growth, for individual, team and organizations.

When done well, they shift the appraisal process from a one-way evaluation into a two-way dialogue that unlocks potential.

Constructive feedback helps employees understand expectations, recognize strengths, and identify opportunities for improvement, while managers gain insight into challenges faced by their teams.

In a fast-paced BPO environment, timely and effective feedback not only boosts motivation and engagement but also creates a culture of continuous learning, accountability, and shared success.

Learning Objectives

• Recognize the MINDSET shift & value of positive and constructive feedback as a continuous growth.
• Practice structured appraisal conversations using role-play and simulations.
• Apply goal-setting frameworks (SMART/CLEAR) aligned to departmental objectives.
• Employee engagement and growth via two ways communications.
• Create an action plan to embed performance discussions in daily leadership practice.

Learning Outcomes / Benefits

By the end of this course, participants will be able to:

• Appreciate & learn timely feedback and emotional bank to build trust in daily operations and performance appraisal conversations.
• Conduct feedback sessions applying SBI and coaching-style questioning, demonstrated through role-play.
• Draft and refine at least three SMART goals relevant to their position and department.
• Motivations and create a safe environment to perform, learn, and grow
• Draft a personal action plan with your partner of accountability.

Key Content

Day 1: Mindset Shift, Building Trust & Conversations

Module 1: Setting the Stage

• Icebreaker game
• Why appraisals matter: linking to growth, not punishment
• Story Telling – Control
• Group reflection: Best & worst appraisal experience (peer sharing)

Module 2: Conversations that Build Trust

• 3 stages of appraisal conversations
• Paired activity: Practice “Opening the Conversation” scripts
• Debrief & group coaching

Module 3: Feedback as Fuel for Growth

• Story Telling - NASA
• SBI feedback model
• Triad role-play: Manager–Employee–Observer rotation
• Reflection journal: What feedback habits I must change

WRAP for Day 1 - Reflection

Day 2: Goals, Motivation & Real Practice

Module 4: Goal Setting Workshop

• Energizer: “Goal Alignment Puzzle” (linking org → dept → individual goals)
• Frameworks: SMART & CLEAR
• Hands-on: Drafting goals by position/department (with peer critique)

Module 5: Motivation in Action

• Game/ activity: “What Motivates Me?” card sort
• intrinsic vs extrinsic motivation strategies
• Geese Leadership Video
• Group design: Motivation plan for their team
• Gallery walk: Each group shares, others give feedback

Module 6: Simulation Lab – The Appraisal Conversation

• Full simulation: conduct a start-to-finish appraisal with peer feedback
• Facilitator feedback & coaching tips
• Reflection circle: What I will apply immediately in my workplace

Wrap-Up & Action Planning

• Individual action plan worksheet
• Partner of Accountability (pair share + large group)
• Closing Reflection and application - “Teach my boss a lesson”

Target Audience

Team leads, Supervisors, Managers and Senior Managers, Individual Contributors who lead projects.

Methodology

• Experiential Learning
• Multi-sensory Learning Environment