Module: How to Give FeedbackTA Intervention Period Business Metric Intervention Type

Leader M4-M7 YTD Productivity WBT

Learning Objectives • Describe the considerations and rules for giving feedback.• Explain the use of the Good-Improve-Good (GIG) technique for giving feedback.

NLT: 21 minutes

Add a common disclaimer at the beginning of the course as a popup –

“This product is to be strictly used for training TATA AIA professionals. Using this product for any other purpose is barred. All characters and organisations mentioned are fictitious. No association with any real person or company is intended or should be inferred.”

Screen No. 1Screen Title SplashOn-Screen Text

In sync with the first line: Feedback Session

In sync with the second line: Why Give Feedback?

In sync with the rest of the audio in the form of a graphic with Feedback in the centre. Feedback

Communicates what was done well & what could be improvedProvides positive reinforcementHelps discuss issues affecting performanceHelps get a commitment for future actions

How would YOU give feedback?Audio Transcript

Have you conducted feedback sessions for your team or received feedback from your senior recently?

Think about why these sessions are conducted regularly in every organisation.

Feedback communicates what was done well and what could be improved.

It provides positive reinforcement.

It helps discuss issues affecting performance and get a commitment for future actions.

So, how would you give feedback such that it motivates people to improve further?

Let’s take a look!Graphic Description

Use the below images in sync with audioIn sync with the first line: Feedback session

Image ID: 588591356In sync with the second line: Why Give Feedback?

Image ID: 491133702

Create graphic with this text and image:

Image ID: 182222275Feedback Communicates what was done well & what could be improvedProvides positive reinforcementHelps discuss issues affecting performanceHelps get a commitment for future actions

How would YOU give feedback?

Screen No. 2Screen Title MenuOn-Screen • The 5 Ws and H

Text • Feedback Delivery – The Right Technique• Rules of Giving Feedback• Summary• Quiz

i-text Click or tap a topic to begin.Audio Transcript

Click or tap a topic to begin.

Graphic Description

Use the following image for the menu

ID: 588591356

Topic 1: The 5Ws and H

Screen No. 1Screen Title ConsiderationsOn-Screen Text

5 Ws and 1H

Why Why is it necessary to give feedback (Intent and objective)?

Where Where is this decision to provide feedback coming from (Context)?

What What should I know before I decide to give feedback?

When When should this happen?

Who Who does it impact?

How How will I go about giving feedback to this individual? How will communications flow?

Note to Graphics: Show the text highlighted in grey on click of the plus symbols.i-text Click or tap each plus symbol to learn more.Audio Transcript

As a Leader with Tata AIA, one of your key responsibilities will be to develop your team’s capabilities. Providing feedback is an essential component of that process. To provide effective feedback, consider these five Ws and one H.

Click or tap each plus symbol to learn more.Graphic Description

Show this image when the screen loads.

Image ID: 528958676Template

Reference used for content: https://www.isixsigma.com/implementation/basics/using-five-ws-and-one-h-approach-six-sigma/

Screen No. 2Screen Title Module ObjectivesOn-Screen Text By the end of this module, you will be able to:

• Describe the considerations and rules for giving feedback.• Explain the use of the Good-Improve-Good (GIG) technique for giving feedback.

Audio Transcript By the end of this module, you will be able to:

• Describe the considerations and rules for giving feedback.• Explain the use of the Good-Improve-Good (GIG) technique for giving feedback.

Graphic Description

Use the following template

Topic 2: Feedback Delivery – The Right Technique

Screen No. 1Screen Title Balancing Your FeedbackOn-Screen Text

Show the word Feedback. In sync with: “Imagine, if you were the one receiving feedback, what would you like to hear?”

Image ID: 642079280In sync with: The good that you have done or the improvement areas? Label both sides of the balance: Re-enforcement,

Development Areas

Image ID: 486780046

In sync with: “Balanced feedback is a mix of both.” Add a plus sign between Re-enforcement (Behaviour that meets the standards) + Development Areas (Behaviour that does not meet the standards). Below the image place the label Balanced Feedback.

Image ID: 486780046

In sync with: … so that an action plan for improvement can be established.” Label the image Action Plan

Image ID: 504908890

Audio Transcript

Imagine, if you were the one receiving feedback, what would you like to hear? The good that you have done or the improvement areas?

Balanced feedback is a mix of both, re-enforcement of the good that you have done that meets the standards, the desired behaviour that should be repeated AND a reminder of what does not meet the standards, so that an action plan for improvement can be established.

Graphic Please use this image when the screen loads. Remove the bulb in the thought bubble and show the word Feedback. In sync

Description with: “Imagine, if you were the one receiving feedback, what would you like to hear?”

Image ID: 642079280In sync with: The good that you have done or the improvement areas? Label both sides of the balance: Re-enforcement, Development Areas

Image ID: 486780046

In sync with: “Balanced feedback is a mix of both.” Add a plus sign between Re-enforcement (Behaviour that meets the standards) + Development Areas (Behaviour that does not meet the standards). Below the image place the label Balanced Feedback.

Image ID: 486780046

In sync with: … so that an action plan for improvement can be established.” Label the image Action Plan.

Image ID: 504908890

Template

Screen No. 2Screen Title The Good-Improve-Good TechniqueOn-Screen Text

<<Use the slideshow template to show the GIG technique>>Label: Sandwich Technique

Image ID: 474287216

i-text Click or tap the arrows to view the slide show.Frame 1 Label the top part Good, the middle part Improve, the bottom Good.

Highlight this text:

Image ID: 474287216

Show this text below the image on a coloured patch. Good-Improve-Good means start on a positive note, highlight the areas of development and finish again on a positive note. The key, at each step, is to first Seek and then Tell.

Frame 2 Highlight the top layer in the image. Show a speech bubble with this text. Step 1 is to deliver the re-enforcement. Ask what went well (Seek). Then highlight what you think went well, illustrating your feedback with actual examples or facts noted in your observation form (Tell).

Frame 3 Highlight the middle layer in the image. Show a speech bubble with this text. Step 2 is to identify and communicate the areas of development. Ask what could have been done better or what could have been done differently (Seek). Talk about your observations and provide a development plan to fix the gap (Tell).

Frame 4 Highlight the third layer in the image. Show a speech bubble with this text. Step 3 is the end of the feedback session. Gain commitment for actions (Seek). Restate what has been done right and close the session on a positive note (Tell).

Audio Transcript

So, what is the best way of ensuring balanced and fact-based feedback? The Good-Improve-Good or the Sandwich Technique. Let’s take a look.

Click or tap the arrows to view the slide show.Graphic Description

Show this image when the screen loads Label: Sandwich Technique. Label the top part Good, the middle part Improve, the bottom Good.

Image ID: 474287216Template

Screen No. 3Screen Title The Sandwich Technique in Action: Story 1On-Screen Text

<<Use the slideshow template >>

The Story So far

Saumya Nair, a Leader with Tata AIA has accompanied Gaurav from her team on JFW to observe his interaction with the customer. She noted in the observation form, that Gaurav met and greeted the customer with confidence. However, he failed to respond appropriately when the customer insisted that he did not have enough time. Gaurav asked the customer to go through the Tata AIA product brochures on his own and get back to him when he has selected a solution.

The available time was not used appropriately and the customer never called back.

Saumya needs to provide feedback on this JFW. Let’s see how she does this using the GIG technique.

i-text Click or tap the arrows to view the slide show.Frame 1 Soumya: You looked very confident Gaurav. What do you think went well?

Gaurav: I felt quite confident in the first few moments. Although I think the customer should have given us more time.

Soumya: I agree. You thanked the customer for meeting you and introduced yourself. You also spoke briefly about the work that you do.

Frame 2 Soumya: You asked the customer to go through the Tata AIA product brochures on his own and get back to you when he had made a decision. If you are in the same situation again, what would you do differently?

Gaurav: I would probably call just before the meeting and get a confirmation on the customer’s availability before going to meet him.

Soumya: That is a good plan. How could you have utilised these ten minutes so as to achieve the desired outcome?

Gaurav: I guess I should have talked about Tata AIA and given the three promises to create the right impression and gain the customer’s confidence.

Soumya: I agree. What else could you have done?

Gaurav: I should also have asked for a definite time commitment for the next meeting by proposing a suitable date and time. That would have led to a different outcome.

Soumya: What support do you need from me to help you achieve the desired outcomes?

Gaurav: A training on opening a call would benefit me, I’m sure.

Soumya: We have a training planned this week on Friday and next week on Tuesday at 1:30 p.m. What day would you prefer?

Gaurav: I would like to take the training as soon as possible. So Friday, 1:30 p.m. works for me.

Frame 3 Soumya: So how would you sum up the experience of this call?

Gaurav: As I said, I was very confident at the beginning, but the time constraint that the customer had could have been handled better. I am sure the training that you proposed will help.

Soumya: Yes, keep up your confidence. I will share the training details and the notes from this meeting with you right away. Thank-you Gaurav!

Audio Transcript

Meet Saumya Nair, a Leader at Tata AIA. She has accompanied Gaurav from her team on a Joint Field Work or JFW to observe his interaction with the customer. Read her story and how she applies the GIG or Sandwich technique to give feedback to Gaurav.

Click or tap the arrows to view the slide show.Graphic Description

Image for Soumya RaoNair. Please crop and use.

Image ID: 174648103Image for Gaurav

Image ID: 527513365

Template

Screen No. 4Screen Title The Sandwich Technique in Action: Story 2

On-Screen Text

The Story So far

Samit Nayak accompanies his team member Robin Singh for JFW.

The customer has already indicated interest in Tata AIA Life Insurance Sampoorna Raksha +, and they anticipate that the call will end with a sale. The customer has a query about who should ideally be the nominee and Robin advises nominating the customer’s husband. He completes the documentation, advises the customer about the verification call that she would receive, thanks her and prepares to leave.

The customer seems happy with the services but Robin fails to ask for her feedback and references.

Samit needs to share feedback with Robin as his pool of prospects has shrunk in the last five months and his natural market has already been tapped. Let’s see how he does this using the GIG technique.

i-text Click or tap the arrows to view the slide show.

Frame 1 Samit: That was a good call. How do you feel?

Robin: I think it went very well. The customer seemed satisfied and the documentation was smooth.

Samit: I agree. The customer asked you who should be the nominee and you responded promptly. You took all the appropriate steps to close the sale.

Frame 2 Samit: Is there anything about this call that you would change or improve, given the opportunity?

Robin: No, I believe this was a successful meeting. The customer was satisfied. I made the sale successfully, what more could I ask for?

Samit: The customer was certainly happy. How could you have used this opportunity to increase your prospect base? But, with your shrinking pool of prospects you should have asked her for her feedback and for REFERENCES.

Robin: I thought about itasking for references, but it didn’t seem the right time ….

Samit: Remember, your sale is not complete without asking for references. A successful sale is the best time to seek references. What support would you require to help you get over this hesitation? I would recommend a coaching session to help you get over the hesitation you feel.

Robin: Yes. It feels like I’m asking for a favour and I find it embarrassing. Some coaching would be helpful…

Frame 3 Samit: Let me restate that you handled the customer queries, completion of the documentation and explaining of the next steps very well. But you do need to work on asking for feedback and getting references.

Robin: Thanks Samit. I look forward to a coaching session with you.

Samit: I am scheduling it for Wednesday, next week for an hour from 3:00 p.m. to 4:00 p.m. I’m sure we will see positive results in the next JFW. Thanks Robin! Have a great day!

Audio Transcript

Here’s another story. Meet Samit Nayak, a Leader at Tata AIA. He has accompanied Robin from his team on JFW to observe his interaction with the customer. Read his story and how he applies the GIG or Sandwich technique to give feedback to Robin.

Click or tap the arrows to view the slide show.Graphic Description

Crop and use this image for Samit. Other images of the same person are also available if different expressions are required.

Image ID: 499053310Please crop and use this image for Robin.

Image ID: 513103445

Template

Screen No. 5Screen Title Your Take

On-Screen Text

You have learned about the Sandwich Technique. What are some of the things that Lakshmi did right while giving feedback to RishiManoj?

Audio Button

Option 1: She gave negative feedback right at the beginning based on her observation.Option 2: She identified the improvement area and gave a factual example based on the observation form.Option 3: She asked Rishi Manoj what he thought went well in the call first and then told him what she had identified.Option 4: She scheduled a training and follow-up for Rishi Manoj at the end of the feedback session.

Select all the correct options and click or tap Submit.I-text Click or tap the Audio button to hear the conversation.

Audio Transcript

You have learned about the Sandwich Technique. What are some of the things that Lakshmi did right while giving feedback to RishiManoj?

Select all the correct options and click or tap Submit.

Audio 1 Lakshmi: Hello Manoj. Let me start by saying that I was a bit disappointed. Don’t you think you should have responded to the customer’s point that real estate investments give better returns? I have noted in the observation form that you ignored the objection.

Manoj: But the customer said he was quite clear about his financial goals and his investments were in line with his goals.

Lakshmi: Yes, but you could have highlighted the draw backs of real estate investments. You did not stand a chance after that miss.

Manoj: I apologise for the miss. I’m sure the training would help.

Lakshmi: Ok. I will send you a meeting invite for Tuesday, for an hour and schedule the next JFW on Wednesday. Thanks for your time.

Correct feedback

That’s right!

Lakshmi did two things right. Her feedback was based on facts and she scheduled a training and a follow-up on the training in the form of a second JFW.

However, she did not seek before telling or focus on the Good first and again at the end of the meeting. This was not the right approach.

Incorrect feedback

Not quite.

Lakshmi did two things right. Her feedback was based on facts and she scheduled a training and a follow-up on the training in the form of a second JFW.

However, she did not seek before telling or focus on the Good first and again at the end of the meeting. This was not the right approach.

Graphic Description

MMCQ with an audio button.

Screen No. 6Screen Title Your TakeOn-Screen Text

What are some of the things that Khalid did right while giving feedback to Prashant?

Audio Button

Option 1: He asked Prashant to share what he thought went well first.Option 2: He identified the improvement areas and offered coaching for it.Option 3: He identified the positive aspects of the call.Option 4: He scheduled a coaching session for Prashant at the end of the feedback.

Select the correct options and click or tap Submit.I-text Click or tap the Audio button to hear the conversation.

Audio Transcript

What are some of the things that Khalid did right while giving feedback to Prashant?

Select the correct options and click or tap Submit.

Audio 2 Khalid: Hi Prashant! So what do you think about today’s call?

Prashant: Oh Khalid! It was terrible. The customer clearly did not want to disclose any of his financial or personal details. Could I be doing something wrong?

Khalid: I agree that it did not go as expected. He did not like you asking him so many personal questions. You could have talked about Tata AIA and how long we have been in this business. But, despite things not progressing as quickly as we wanted, he did agree to meet you again. You have another opportunity and you must prepare for it.

Prashant: I agree completely. Could you please coach me on asking questions during FHR?

Khalid: I will coach you on how to build trust and ask questions during FHR. I’m scheduling it for tomorrow so that you get enough practice before the next call on Monday. Thanks for your time.

Correct feedback

That’s right!

Khalid identified the improvement area and highlighted the positive outcome of the call in terms of the next appointment that Prashant fixed successfully with the customer. He offered coaching based on his observation and promptly scheduled the session.

However, he did not focus on the Good first by asking what went well. Incorrect feedback

Not quite.

Khalid identified the improvement area and highlighted the positive outcome of the call in terms of the next appointment that Prashant fixed successfully with the customer. He offered coaching based on his observation and promptly scheduled the session.

However, he did not focus on the Good first by asking what went well. Graphic Description

MMCQ

Topic 3: Rules of Giving Feedback

Screen No. 1Screen Title Ground Rules While Giving FeedbackOn-Screen Text • Be clear on objectives/motives

• Work together• Respect the individual• Be honest but tactful• Evaluate behaviour, not person• Be specific and use evidence

i-text Click or tap each plus symbol to learn more.Pop-up 1 Be clear on objectives/motives

For the team member’s professional growth, re-enforce desirable behaviour and identify and develop areas that need improvement.

Pop-up 2 Work together

Offer your support to help the team member improve performance. Be there to help out through required training and repeated feedback sessions.

Pop-up 3 Respect the individual

Do not belittle the person or challenge his/her self-esteem. Ensure that the developmental feedback focuses on behaviour rather than on the individual traits that are not likely to change.

Pop-up 4 Be honest but tactful

You do not want the individual to close himself to your feedback in defence. Empathise. The objective is to help him/her improve and not to make them feel bad about their mistake or failure.

Pop-up 5 Evaluate behaviour, not person

Give feedback on what behaviour was correct or incorrect. Do not be personal.

Pop-up 6 Be specific and use evidenceUse the Standard Observation Form (SOF) as recorded evidence to show what was done well and what was not. Provide fact-based feedback (and not based on what you think had happened).

Note to SME: Does SOF stand for Standard Observation Form? Request you to please validate. If not, please provide the correct expanded form. Thanks.

Audio Transcript

You need to give feedback to Shruti, a new member of your team, for a phone call she made to a prospect for an appointment.

Just as in any other professional interaction, there are some ground rules that you must follow. Here’s a list.

Click or tap each plus symbol to learn more.Graphic Description

Use this image and label it: Shruti, Tata AIA Insurance Professional

Template

Screen No. 2Screen Title Your TakeOn-Screen Text

Rajeev needs to share feedback with one of his team members who has not met his sales targets for the past three months. Which of the following must he do while giving feedback?

• Tell him clearly that he is on his own now and should do whatever he can.• Talk about character and personality traits that are not pleasant and could be putting off customers.• Be completely honest and clear even if the feedback is hurtful.• Highlight the behaviour observed during JFW that could be responsible for prospects not converting to sales.• Keep the data for the past three months handy to show as evidence.

Select all the correct options and click or tap Submit.Audio Transcript

Rajeev needs to share feedback with one of his team members who has not met his sales targets for the past three months. Which of the following must he do while giving feedback?

Select all the correct options and click or tap Submit.Correct feedback

That’s correct! Rajeev should highlight the behaviour observed during JFW that could be responsible for prospects not converting to sales and keep the data for the past three months handy to show as evidence.

He must also work together with his team member, respect him and be honest but tactful.

Incorrect feedback

Not really.

Rajeev should highlight the behaviour observed during JFW that could be responsible for prospects not converting to sales and keep the data for the past three months handy to show as evidence.

He must also work together with his team member, respect him and be honest but tactful.Graphic Description

Please use the standard Your Take template for MMCQ.

Screen No. 3Screen Title Feedback Best PracticesOn-Screen Text

• Prepare for the meeting.• Schedule time and venue.• Follow an agenda.• Discuss observations using facts.• Allow the individual to share thoughts.• Highlight the strengths and development areas.• Agree to action and support the team member.• Set S.M.A.R.T. Goals.• Note and summarise the agreed points.• Agree on the next meeting and thank the team member.

Audio Before you begin, here’s a list of best practices to make your feedback session fruitful.

• Prepare for the meeting• Schedule the time and venue• Follow an agenda• Discuss observations using facts• Allow the individual to share his or her thoughts• Highlight the strengths and development areas• Agree to action and support the team member• Set S.M.A.R.T. goals• Note and summarise the agreed points

• Agree on the next meeting and thank the team member

Graphic Description

Use this image. Fade in the points in sync with audio.

Image ID: 472398030

Template Static screen.

Topic 4: Summary

Screen No. 1Screen Title Key Learning PointsOn-Screen Text • The 5 Ws and H

o Why is it necessary to give feedback? o Where is this decision to provide feedback coming from? o What should I know before I decide to give feedback? o When should this happen?o Who does it impact?o How will I go about giving feedback to this individual? How will communications flow?

• Feedback Delivery – Sandwich Technique (GIG)o Goodo Improve

o Good• Rules – Giving Feedback

o First seek, then tello Be clear on objectives/motiveso Work togethero Respect the individualo Be honest but tactfulo Evaluate behaviour, not persono Be specific and use evidence

Audio Transcript

Take a look at the key learning points of this module.

Graphic Description

Topic 5: Quiz

Screen No. 1Screen Title Test YourselfOn-Screen Text

You have completed this module on How to Give Feedback and are ready to take the final assessment. Please note:

You must complete all questions in one session. If you exit the assessment before all questions are answered, your answers will not be saved.

You need a minimum score of 80% to pass the assessment. You can retry the assessment if you do not achieve the minimum passing score.

Good Luck!Audio Transcript

You have completed this module on How to Give Feedback and are ready to take the final assessment. Please note:

You must complete all questions in one session. If you exit the assessment before all questions are answered, your answers will not be saved.

You need a minimum score of 80% to pass the assessment. You can retry the assessment if you do not achieve the minimum passing score.

Good Luck!Graphic Description

This is an assessment start screen. Show a generic graphic related to assessment on this screen.

Screen No. 2Screen Title Question 1On-Screen Text

Which of the following is one of the rules to keep in mind when giving feedback?

Option 1: Be clear about the motives of giving feedback.Option 2: Be completely honest, even if it involves being hurtful.Option 3: Let the individual figure out what they could be doing wrong.Option 4: Evaluate the individual as a whole and not just their behaviour.

Select the correct option and click or tap Submit.

Audio Transcript

<No audio or feedback in assessment screens>

Graphic Description

Standard assessment graphic

Screen No. 3Screen Title Question 2On-Screen Text

Based on the Sandwich Technique of giving feedback, how should you begin the feedback meeting?

Option 1: Tell the individual what they had done well and ask if they thought so too.Option 2: Highlight the behaviour or reason that had prompted you to ask for this meeting.Option 3: Come straight to the point and offer coaching to work on problem areas.Option 4: Ask the individual what they had done well before presenting your views.

Select the correct option and click or tap Submit.

Audio Transcript

<No audio or feedback in assessment screens>

Graphic Description

Standard assessment graphic

Screen No. 4Screen Title Question 3On-Screen Text

Which one of the following options is a good example of the “Improve” layer of the Sandwich Technique?

Option 1: I believe you did a great job while wrapping up the sale. What do you feel?Option 2: What would you like to change about this call, if given the opportunity?Option 3: The customer had trouble keeping pace with what you were saying. He asked you to repeat what you had said at least 5 times during the call.Option 4: This call was a terrible experience. I sincerely hope this reduces your arrogance a bit.

Select all the correct options and click or tap Submit.

Audio Transcript

<No audio or feedback in assessment screens>

Graphic Description

Standard assessment graphic

Screen No. 5Screen Title Question 4On-Screen Text

What steps would you take towards the end of the feedback session with your team member?

Option 1: Re-enforce the positive aspects based on facts.Option 2: Restate that you are disappointed with the performance.

Option 3: Agree on a date and time for training and follow-up.Option 4: Agree upon the improvement areas.

Select the correct options and click or tap Submit.

Audio Transcript

<No audio or feedback in assessment screens>

Graphic Description

Standard assessment graphic

Screen No. 6Screen Title Question 5On-Screen Text

Which of the following is a key aspect that you need to keep in mind while providing feedback?

Option 1: First tell and then seek answers.Option 2: First seek and then tell what you have observed.Option 3: Do not seek. It is important to tell what you have observed.Option 4: Start with the positives and end with the negatives.

Select the correct option and click or tap Submit.

Audio Transcript

<No audio or feedback in assessment screens>

Graphic Description

Standard assessment graphic

Screen No. 7Screen Title ResultBody Text 1 <Passing Text – When score is 80% or more>

Congratulations!

You scored __%

You have completed this course successfully.

Body Text 2 <Failing Text – When score is less than 80%>

Please Try Again.

You scored __%.

However, you need to score 80% or more to successfully complete this course. We recommend you commence this journey again and attempt the assessment after completing it.

Click or tap the Revisit button to reattempt the assessment.Audio TranscriptGraphic Description

Screen No. 8Screen Title

Disclaimer

Body Text 1

Audio Transcript

<No audio in disclaimer screens>

Graphic Description

Show Disclaimer with an Exit button. No need for itext for this button.

Add disclaimer from this file:

$/TATA_AIA_Continuous_L_and_D_TRMUINA250017_TFS/Project Documentation/07 Client Supplied Items/Nov28_2016 Disclaimers/disclaimers.pptx – Slide 5