AON3: Feedback Frameworks
Feedback Framework Template
D640 Task 1 Feedback Framework
Template
Part A: SBI Framework
A1. Scenario The scenario i have chosen is scenario #3.
A2. Situation
On a busy Saturday afternoon in the formal wear section of a
clothing store, team associate member Lee was assigned to assist
customers.
A3. Behaviors
When customers asked Lee for assistance with looking for a
particular color in a story of pants Lee did not look up from his
phone and told the customer they didn't have it. He was very
dismissive and didn’t follow up with the customers before they left.
The two behaviors highlighted by this is being dismissive and
ignoring the customers by paying more attention to his phone.
A4. Impact
The impact of his dismissive behavior is that the customers had a
negative shopping experience. They left without buying any
merchandise, and left a negative review stating that despite
shopping there for 10 years they will not be returning. Other
workers also had to cover Lees’ section as well as their own.
Part B: COIN Framework
B1. COIN Feedback
Scenario
During the night shift at the hospital a nurse does not keep her
patients medication in her medication bin. This leads to the patient
not receiving their medications on time when the night and day
shift nurses switch off in the morning. The morning shift nurse then
has to search for the medications and if she can’t find them she has
to wait for the pharmacy to prepare and deliver them. This incident
has been reported to the charge nurse on numerous occasions
prompting the charge nurse to address the issue with the night
nurse and come up with a solution.
B2. Explanation of
COIN
The COIN feedback framework would be appropriate for this
scenario because it focuses on objective feedback. The incident
takes place during the night shift, it is observed that the patient
medication bin is consistently empty as noticed by the day shift
nurse. This leads to a negative impact on both the nurse and the
patient. The charge nurse is then able to give the night nurse
feedback on her behavior and make a plan for improvement.
Part C: Partnership Framework
C1. Partnership
Feedback Scenario
At a retail pharmacy the lead technician notices that a technician is
having difficulties typing prescriptions at the drop off counter.
Instead of changing the task to an easier one they offer training and
guidance to the technician allowing them to improve.
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