I don’t like the sandwich method of receiving feedback. Keep it short and to the point. Talk about my behavior and what it caused. Give me the opportunity to figure out how to fix it moving forward. I wont dwell on why it happened. Energy best spent on the future.
Ask if you can give neg/pos feedback. Only go ahead if they say yes. They have to decide if it’s a good time for them to receive feedback. Allow them to say no if they are not in a good state or they need to get work done.
As a people manager of customer support teams for quite some time now I am obsessed with giving feedback. Feedback that’s actionable and can help folks improve and grow. I enjoy reviewing responses and finding opportunities to discuss them. The goal is to raise the quality.