Feedback Assignment Scenario

Situation: One of my agents, let's call her Jane, is working with a non-English-speaking patient
who is having a difficult time understanding their doctor. Jane is able to quickly and accurately
interpret the conversation, helping the patient to get the care they need. The patient is very
grateful for Jane's help and expresses their appreciation.

Assertive Feedback: I would say something like this to Jane:

Jane, I wanted to take a moment to thank you for your excellent work on the call with the
Spanish-speaking patient. You were able to quickly and accurately interpret the conversation,
and the patient was very grateful for your help. I'm impressed with your skills and your
dedication to providing excellent customer service.

I would also point out any specific things that Jane did well, such as her ability to stay calm and
focused under pressure, her patience and understanding, and her ability to quickly and
accurately translate between English and Spanish. I would also encourage Jane to continue to
develop her skills and knowledge and to always strive to provide the best possible service to
our patients.

Also, here is an example of a negative situation where I would give assertive feedback to a
medical interpreter agent:

Situation: I am a supervisor at a medical call center. One of my agents, let's call him John, is
working with a non-English-speaking patient. John is not paying attention and misses a key part
of the conversation. As a result, the patient does not understand what their doctor is saying
and they are not able to get the care they need. The patient is very upset and expresses their
frustration to John.

Assertive Feedback: I would say something like this to John:

John, I need to talk to you about your performance on the call with the Spanish-speaking
patient. You were not paying attention and you missed a key part of the conversation. This
could have had a serious impact on the patient's care. I need you to be more focused and
attentive when you are working with patients. I also understand that the patient was very
upset. It's important to be patient and understanding with patients, even when they're upset.
I'm confident that you can improve your performance if you focus on these areas.

I would also be specific about what John did wrong, and I would explain how his actions could
have negatively affected the patient. I would also encourage John to take steps to improve his
performance, such as paying more attention during calls, being more patient and
understanding with patients, and seeking out additional training or resources to improve his
language skills.
In both of these situations, I would deliver the feedback in a respectful and constructive way.
My goal would be to help the agent improve their performance, not to criticize or embarrass
them. I would also be open to hearing the agent's perspective and considering their
suggestions.