Coaching and
Corrective Action
Corrective Action
This is the first step in any feedback process before delivering corrective action.
What is a Seek to Understand (STU) conversation?
This is the mindset you should always have when beginning a STU conversation with an associate.
What is "assume positive intent"?
This is where managers access the ADAPT AI Feedback Assistant to log behavioral feedback.
What is Engage
This is the SLA (in days) for delivering an ADAPT feedback from the creation date.
What is 14 days (2 weeks)?
These are the two main types of ADAPT feedback categories.
What are Behavioral and Safety?
This level of corrective action does NOT impact an associate's "good standing" and does not require employee acknowledgement.
What is a Verbal Coaching?
Before deciding whether an employee's behavior is non-compliant, you should refer to THIS first.
What is the policy (and what it specifically states)?
The AI Assistant displays STUs from this time period in the dropdown for managers to select.
What is the last 100 days?
These are the 4 ADAPT status types a feedback can have.
What are: 1) Pending Review, 2) Pending Delivery, 3) Overridden, 4) Exempted?
This behavioral feedback type is used for minor misconduct and infractions that are beyond informal coaching and training.
What is Behavioral – Standard?
An employee receives a Documented Coaching for working off the clock. 30 days later, they are observed not wearing safety shoes. This is the level of feedback they should receive.
What is a First Written Warning?
During a STU, you should never discuss specifics in this type of setting.
What is a public setting?
The AI performs this check to ensure the STU contains incident location, incident details, and an associate statement before proceeding.
What is the STU Quality Check?
Feedback is best when it has these two qualities
What is timely and relevant (engage in real-time)
This behavioral feedback type is used for extremely serious violations and misconduct.
What is Behavioral – Egregious?
This team must review and approve ALL written warnings and terminations before they are delivered to the associate.
What is PXT?
If an associate mentions a personal problem during a STU, you should offer this phone number for support.
What is Resources for Living (1-855-435-4333)?
When the AI detects the selected progression level doesn't match the associate's history, it does this.
What is alert the manager and suggest the correct level with an explanation based on ADAPT history (Progression Level Validation)?
If this is the first time you are meeting the employee, you should do these two things before starting the STU.
What are: introduce yourself and explain your role with Amazon?
What are: Fraud, Discrimination, Drugs/Alcohol, Harassment, Theft, Security Violation, Weapons, Workplace Violence, Safety, and Behavior Subtype Not Found?
What are: Standard Work Expectations, Working Hours, Security Violation, Dress Code, and Safety?
When an infraction is this type, progression may begin at a Final Written Warning or Termination with no prior feedback.
What is Egregious?
These are the 6 guidelines for conducting a STU conversation (name at least 4).
What are: 1) Talk about what you observed & why you're concerned, 2) Discuss the policy & expectations, 3) Describe the impact to the business & customers, 4) Identify barriers, 5) Offer assistance, 6) Set expectations moving forward?
This critical reminder appears throughout the ADAPT AI workflow: "Guidance generated using AI may not always be correct. Do not rely on outputs without confirming their ______."
What is "accuracy"?
When NO barrier is found and the employee shares details that violate policy, you must do these three things in order.
What are: 1) Coach the employee to the policy — tell them exactly which aspect of their action does not comply, 2) Remind them of the importance of adhering to the policy, 3) Explain that after considering the information, this may lead to corrective action, and set realistic expectations on the check-in timeline?
Name 5 of the 10 Egregious subtypes.
What are: Fraud, Discrimination, Drugs/Alcohol, Harassment, Theft, Security Violation, Weapons, Workplace Violence, Safety, and Behavior Subtype Not Found?