Shawn is a newly promoted Front Office Manager for a local travel and tourism company. His employees handle internet, phone, and face-to-face customer contacts. Shawn is responsible for observing his employees' customer interactions, demeanor, and ability to sell local travel packages. His boss explained to him how to give meaningful feedback, which was helpful.

Today, when Shawn was posting the morning reports and announcements, he overheard one of his employees use a snide tone when a potential customer approached the customer service desk and inquired about local attractions. The employee answered the customer, "You booked your vacation, you should know what there is to do in the area." Then, the employee rolled her eyes and sighed. Before Shawn could walk across the room and intervene, the customer sarcastically thanked the employee and walked out, leaving the brochures he had in his hands, on the counter.

A. This was the first occurrence in which Shawn has to give corrective feedback to an employee. Shwan is going to give quick corrective feedback. List the components that will make his feedback meaningful to the employee. (Step 1)

B. Including what can protect the employee's pride and self-esteem, provide a statement that Shawn could use when providing corrective feedback. Remember: Refrain from being judgemental, do not stereotype or apply offensive labels (Step 1)

C. If the employee takes ownership for being rude and offers to walk out and find the customer to apologize, what might Shawn say to end the feedback session? (Step 3)