“ We all Need People who will give us Feedback . That’s how we Improve “– Bill Gates Sandwich Feedback – Positive /Negative / Positive EDGE – Explain – Describe – Give – End Positively Describe – List – Express- Explain – Offer some suggestion etc …… Empower your people to control the feedback agenda by helping them feel confident and comfortable enough to ask for it. Listen (take feedback ) -- Discuss – Instruct ( Pinpointed ) Top Performer Top performers are eager to know how near they are to the top . Show them where they stand, and if you do it well enough, this will motivate them even more. Request to share best Practice Look for his area of interest and plan discussion Ask how can we improve– use words “I am looking for help” Set Correct Expectation Mid Performer Mid Performing contributes to 50% to 60% of the agent's population – agent group is the most important group and helps in Organizational growth When sharing feedback , it's important to sometimes look past accomplishments, instead, spending more time on just how they achieved them -- Discuss on the Challenges Faced -- Look on the small workable achievement– Discuss on the plan , Look at the common opportunities , focus on specific opportunity areas -- Ask agent how they want to implement the plan – what support they want – discuss on the target , target date -- Look for suggestion on how to improve the overall process Effective use of Shame – Shame Technique will help to improve faster Bottom Performer are the detractor to overall performance with two basic issue – Skill and Will Note :- Will is not the option –as will of the agent is skill issue for the leader Set clear metrics to measure performance 1) What is exactly being measured?  2) How will measure it? 3) What is the time interval between measuring? Pointed towards Opportunity List Top 3 opportunity to be worked Set action plan against opportunity S-M-A-R-T Document Discussion with target dates Follow-up discussion on specific interval Daily awareness on performance Bottom Performing agents needs more attention than Top performer -- Top performer on smallest of the opportunity feedback shared with same intensity way its given Bottom performer with common words like “ I didn’t expect error from you “ – “ not happy to see the errors” -- Mid performer discussion /feedback is done on the metric on which target is not met – Metric where target is achieved is not discussed -- Only work on positive feedback without realizing negative feedback can work -- Choice of words – “you don’t know” , “you cant understand basic thing “ – personalizing feedback towards Person rather than process When sharing feedback , it's important to sometimes look past accomplishments, instead, spending more time on just how they achieved them -- Discuss on the Challenges Faced -- Look on the small workable achievement– Discuss on the plan , Look at the common opportunities , focus on specific opportunity areas

1. Quality Journey by Nilesh Jajoo
Quality Journey
Feedback Technique

2. Quality Journey by Nilesh Jajoo
Feedback
“ We all Need People who will give us Feedback . That’s how we Improve “– Bill Gates
Different Feedback Technique Suggested by various leaders –
• Sandwich Feedback – Positive /Negative / Positive
• EDGE – Explain – Describe – Give – End Positively
• Describe – List – Express- Explain – Offer some suggestion etc ……
“My recommendation -- Listen (take feedback ) -- Discuss – Instruct ( Pinpointed )”
Empower your people to control the feedback agenda by helping
them feel confident and comfortable enough to ask for it.

3. Quality Journey by Nilesh Jajoo
Listen (take feedback ) -- Discuss – Instruct ( Pinpointed )
As per the PARETO principle every process will have Top Performer – Mid Performer – Bottom Performer
Every Feedback methodology is good and has it advantages and limitations e.g. Sandwich process – all categories of agents
/employee will get information in the same pattern . However doesn’t have the scope of learning from Employee
experience (Top Performer) , what do practices/step followed which ensures all target are met ,what is expects from his
leader (QA/Trainer /TL) in the form of VOC , what’s his carrier aspiration etc.
Most common errors
-- Bottom Performing agents needs more attention than Top performer
-- Top performer on smallest of the opportunity feedback shared with same
intensity way its given Bottom performer with common words like “ I didn’t
expect error from you “ – “ not happy to see the errors”
-- Mid performer discussion /feedback is done on the metric on which target is
not met – Metric where target is achieved is not discussed
-- Only work on positive feedback without realizing negative feedback can
work
-- Choice of words – “you don’t know” , “you cant understand basic thing “ –
personalizing feedback towards Person rather than process

4. Quality Journey by Nilesh Jajoo
Top Performer
Top performers are eager to know how near they are to the top . Show them where they stand,
and if you do it well enough, this will motivate them even more.
Value high achievers by promoting a dialogue instead of being the only one speaking . Don’t
question on opportunity understand what they think ?
Common question which needs to keep in mind while sharing feedback
-- Focus on process, not just results
-- Set different, not just higher goals
-- Leverage competency matrices
-- Ask them for upward feedback
Request to share best
Practice
Look for his area of interest
and plan discussion
Ask how can we improve– use
words “I am looking for help”
Set Correct Expectation
Note :- 360 degree feedback needs to covered
Set the right expectation – While we use the statement “ I am looking for help” message is should
not been taken wrong – anything wrong needs to corrected immediately
Top performer is like sky walker , feedback will push the person towards “Achiever” or “ Failure “
90:10

5. Quality Journey by Nilesh Jajoo
Mid Performer
Mid Performing contributes to 50% to 60% of the agent's population – agent group is the most
important group and helps in Organizational growth
Make the performance chart for Mid Performer (sample template mentioned below )
-- When sharing feedback , it's important to sometimes look past
accomplishments, instead, spending more time on just how they achieved them
-- Discuss on the Challenges Faced
-- Look on the small workable achievement– Discuss on the plan , Look at the
common opportunities , focus on specific opportunity areas
-- Ask agent how they want to implement the plan – what support they want –
discuss on the target , target date
-- Look for suggestion on how to improve the overall process
60:40
Effective use of Shame – Shame Technique will help to improve faster

6. Quality Journey by Nilesh Jajoo
Bottom Performer
Bottom Performer are the detractor to overall performance with two basic issue – Skill and Will
Note :- Will is not the option –as will of the agent is skill issue for the leader
Set clear metrics to measure performance
1) What is exactly being measured? 2) How will measure it? 3) What is the time interval between measuring?
Pointed towards
Opportunity
List Top 3 opportunity
to be worked
Set action plan against
opportunity
S-M-A-R-T
Document Discussion
with target dates
Follow-up discussion
on specific interval
Daily awareness on
performance
Effective use of Shame – Shame Technique will help to improve faster
25:75

7. Quality Journey by Nilesh Jajoo