I've got a question. In the podcast where you describe feedback given to Jan, you seem to take the feedback given to you by others at face value. My instinct would be to check that the situation happened as the complainer said - either from another witness or from Jan herself. I would fear that Jan would say - I didn't say that, he said this and I said that, and I'd get into a whole discussion where I'm on the back foot rather than something that's brief and effective.
Is everyone completely truthful in your worlds :-) or do you have a different way of dealing with that?