CONTENTS
Message from UFRA
SPRING 2017, Volume 18 Issue 2 To Subscribe: To subscribe to the UFRA Straight Tip magazine, or make changes to your current subscription, call 1-888-5487816 or visit www.uvu.edu/ufra/about/ magazine.html. The UFRA Straight Tip is free of charge to all firefighter and emergency service personnel throughout the state of Utah. UFRA Customer Service Local (801) 863-7700 Toll free 1-888-548-7816 www.uvu.edu/ufra UFRA Straight Tip (ISSN 1932-2356) is published quarterly by Utah Valley University and the Utah Fire & Rescue Academy and distributed throughout the state of Utah. Reproduction without written permission from the publisher is strictly prohibited. Send inquiries or submissions to: UFRA Straight Tip magazine 3131 Mike Jense Parkway Provo, Utah 84601 Phone 1-888-548-7816 ufrastraighttip@uvu.edu Disclaimer: The opinions expressed in the UFRA Straight Tip are those of the authors and may not be construed as those of the staff or management of the UFRA Straight Tip, Utah Fire & Rescue Academy, or Utah Valley University.
Providing Objective Feedback
by Dennis Goudy UFRA Quality Assurance/Risk Management Program Manager
An article in the July–September 2014 edition of the Straight Tip provided information about UFRA’s course evaluations and their importance. The article (“Quality Assurance, You Can Make a Difference”) explained that surveys, although seemingly over distributed do, in fact, contain data entry fields that, if completed, genuinely help ensure that UFRA is delivering the best training for firefighters. Therefore, UFRA management analyzes feedback and reacts positively to realistic, fair, and specific information in the surveys as well as suggestions and recommendations with well-written, viable solutions. Survey packets sent back to UFRA that contain realistic, fair, and specific information are instantly viewed as “objective feedback.” Objective feedback can be interpreted as sincere, bias free, and lacking ulterior motives. In fact, most managers respond vigorously and respectfully to well-written feedback. Good, objective feedback helps to make positive changes regarding a product, system, or training classes much faster than feedback that is vague, rude, or full of biased opinions. So, what are some examples of objective feedback vs. subjective feedback and what does including realistic, specific, well-written information entail? Take a look at the survey feedback examples below to see how each statement varies. Which statements provide enough specific information to pinpoint a gap or area for improvement? The presentation visuals for the class were poor. UFRA cannot make adjustments to problem areas with general comments. The comment would be better understood if specific, objective information were offered. How about this: Unit 1 of the presentation visuals contained outdated information. Some dates were inconsistent with the training manual. I recommend updating. This type of description helps to pinpoint a specific area that can be improved. This response would save time and get the fastest and best response. The instructors were not on time. Most likely not all instructors were late to class. This is too vague and does not help UFRA to pinpoint trends or issues. Is this better? Instructor Joe Snuffy was late to class two days out of the five-day course. This description is specific, objective, and provides data that UFRA can use to address instructor performance. Remember that course surveys are anonymous, so using the name of an instructor should not be any cause for concern when providing feedback. In conclusion, remember that UFRA values what you say. Information and feedback provided by you for any class that you attend is processed and treated fairly and taken very seriously. Our job is to provide the best product anywhere, so please remember this the next time your instructor passes around the surveys. What you say can make a difference!
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