Collecting feedback and conducting client debriefs

It’s great to finish a presentation with the aim of always being better and improving with the next presentation. So, being a professional speaker requires reflective practice. However, without metrics that the audience can give feedback on, there is no way for you to reflect on your own performance.

Collecting feedback is a common reflective practice at the end of a presentation. But it’s often jam packed in at the end of the session giving the participant insufficient time to provide meaningful feedback before moving on to their next commitment.

Then comes the debrief with the client. Touching base following an engagement is a useful way to check-in on how the session went. However without structure, these debriefs will feel like an informal catch-up which makes using them to gain repeat business more difficult than it needs to be.

• Do you currently collect feedback at the end of every client engagement, but don’t feel it’s anything more than a tick box exercise?
• Do you run debrief sessions with your clients that don’t really go beyond asking “what went right?” and “what can we improve on?”
• Do you struggle with setting yourself performance metrics in your delivery that can help you improve your technique as a speaker?

If you answered “Yes” to any of these questions; or if you don’t collect this feedback, run debrief sessions or reflect on your performance as a speaker, then this session is for you.

Chris Smoje CSP  will take you through the specific questionnaire he gives all participants at the end of his four-day program. You will learn:

• Pitfalls to look out for in collecting and analysing feedback
• The questions (and specific wording) that can give you honest and valuable insights on what participants thought of the session
• How these questions can be used to guide in-depth discussions after the program that make your debrief meeting a valuable offering to your clients which may lead to future work
• Why these questions are essential for you as a speaker to keep you accountable to the way you deal with clients pre, during, and post engagement ensuring you are seen as a speaking professional

All participants will receive a copy of Chris’s questionnaire which consists of up to 40 questions that you can use, including questions to help you provide feedback to vendors such as venue hire and catering companies.

Following Chris’ presentation there will be an opportunity for Q&A, individual reflection and group discussions on feedback, debrief sessions and performance metrics. Bring any success stories that have worked well with your clients to share with the group. 

About Chris Smoje CSP:

I have always been fascinated about what it means to be of service to others. I’ve seen how this works directly on the frontline, in leadership roles and in the classroom.

In my career, I’m proud to have worked for global service brands like Qantas, where I have been involved in the deployment of significant service culture transformation projects and understanding the difference that this can make.

Learning is also my passion, and in addition to being a qualified educator, I have been most fortunate to have been trained by the Walt Disney Company. This has not only given me exposure to one of the world’s leading service organisations, but it has enabled me to see the patterns and trends that make world-class brands stand out – including how they train their people.

I currently work with organisations to help leaders empower and inspire their people to move from ‘just’ doing their job, to being of service to others. Organisations that I’ve worked with have seen direct uplifts with their service and have been honoured with industry awards in customer service excellence and training excellence.

It is such an exciting time as the world is talking about culture and service and I am grateful for the opportunities to comment on service issues and trends in the media, currently appearing as a regular guest on Foxtel’s “The Couch”.  

Event Details

6.00pm  dinner (at your own cost) at reserved PSA tables at Kailis Bros

(Please note: dinner is not included in the registration fee)

6.45pm  Registration Opens

7.00pm  Meeting begins: Introduction and Welcome

7.10pm  Part 1 - Debrief Questions

7.55pm  Networking and refreshment break

8.10pm Part 2 - Generating repeat revenue / Q&A and Shared stories

8.50pm  Wrap Up and announcements
9.00pm Close (move 100m to the Leederville Hotel/Garden for drinks and networking)

PSA’s Values in Action Policy applies to this Event

FREE PARKING! At 6pm the Kailis staff parking is opened to patrons of Kailis