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SESSION 04
💬 Feedback & ABC
OERR model + 4 cases
OERR Feedback Model
- O — OBSERVATION · Describe what you saw or heard. No judgment, no labels.
- E — EFFECT · Name the impact on you, the team, the line or the customer.
- R — RECOGNITION · Invite their reflection: "Did you notice this yourself?"
- R — REQUEST · Co-create the next step: "What can we agree for tomorrow?"
- Behaviour > personality. Recent > old. Specific > general.
Effective Feedback — The 4-Step Model
The Johari Window — Feedback Makes You Grow
ABC Leadership Model
- A — ACTION (Instruction) · Be crystal-clear on TASK · STANDARD · TIMING.
- B — BEHAVIOR (Observation) · Observe during the shift. Compare what you SEE with the standard you SET.
- C — CONSEQUENCE (Follow-up) · Compliment behaviour that meets the standard. Correct (kindly, immediately) when it deviates.
- Without B and C, A is just talk. NO FOLLOW-UP = NO STANDARD.
ABC at a Glance
Practice Cases — Apply OERR
01
Case 1 · The Safety Skip
An experienced operator removes a guard panel "to be faster" during peak. Production is up, but a near-miss happened yesterday. Your supervisor expects you to address it.
- O — What exactly did you observe?
- E — What is the impact on safety, the team and yourself?
- R — How will you invite their reflection?
- R — What agreement will you ask for?
02
Case 2 · The Handover Mess
The previous shift consistently leaves the Q messy. Your team complains daily but no one talks to the other shift's Team Lead directly.
- O — Describe what you found at handover (concrete).
- E — What does this cost in time / quality / mood?
- R — How do you open the conversation with the other Team Lead?
- R — What concrete agreement do you propose?
03
Case 3 · Teamwork Breakdown
Two operators barely speak to each other after a disagreement. The atmosphere on the line is tense and others are noticing it.
- O — What behaviour have you observed (separately and together)?
- E — What is the impact on the rest of the team?
- R — How will you check each person's perception?
- R — What is the smallest possible next step they can agree to?
04
Case 4 · 360° Feedback
Time to gather 360° feedback. Ask four people for feedback on your role as Team Lead (or Operator): one person from HR, one supervisor or manager, one Team Lead and one colleague from the floor. Download the 360° feedback form below, print it or forward it.
- Who exactly will you ask? (1 HR, 1 supervisor or manager, 1 Team Lead, 1 colleague from the floor)
- What is your one concrete question ("What do I do that helps the team / what can I do better?")?
- When this week will you actually have the conversation?
- How will you receive the feedback without defending yourself?
The 4 Cases — Visual Posters
360° Feedback Form
Printable form for your 4 feedback givers — 1 HR, 1 supervisor/manager, 1 Team Lead and 1 colleague from the floor. Print it or forward it.
Download 360° form (PDF)Worksheet — Real OERR practice
Your answers are saved in this browser and included in your Training Journey PDF.