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Cecilia Moudaber
Training & Course Development @ CONTINUOUS EDUCATION PROGRAM at Haigazian University
Instructor / Coach / Trainer in HR Management & Soft Skills.
- hr
- coaching
- education
- influencing
- people
- performance
- management
- critical
- thinking
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blog articles
Tricky Workplace Situation Handled
- Testing a product before full launching and getting feedback to amend and ameliorate without geeat risk
- Start with the principle of 'good enough'and build a solid feedback system to amend as needed
- Encourage face to face conversation Facilitate interactions
- Tom did not focus on Chen's message; he assumed that they were a couple; he did not ask any clarifying question and did not paraphrase, nor summarize to ensure a shared understanding
- Listen with undivided attention - focus Ask clarifying questions - what is the issue? why did it happen... Do not interrupt - listen more than talk Pay attention to the body language / tone of voice... - might reveal more than words Rephrase to ensure proper understanding Summarize to ensure shared understanding Share follow-up steps and how to ensure they will be monitored
- In my job as HR advisor, this is a key skill that allows me to quickly and accurately identify issues and work out focused and prompt solutions that would otherwise remain unclear and would ultimately lead to disengagement and loss of productivity.
- I am disappointed in your lack of punctuality as you
- Confused, dissatisfied, not happy about the jntetaction
- Identify needs accurately Establish connection Get to know them
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- Always be open to answer requests, inquiries Enjoy assisting and supproting others Get to know the person and try to connect Being respectful at all times commends respect and credibility
- The man with the open body posture who seems welcoming and ready to assist
- The one to the right has a closed ppsture that denotes distancing and The one to the right has an open & Power pose that denotes confidence
- Direct eye contact, open body posture, erect not slouched, smiling, nodding
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- Maintain eye contact without staring and smile at first encounters is key to establishing contact Follow up by using open body posture and facing the other person
- I Acknowledge the problem Apologize for what happened Keep the customer informed about the solution and by when they can expect it to be resolved Offer remedial actions to offset the dissatisfaction
- I csn understand how upset you are This should not have happened I apologize and will send someone right away to remedy I offer something in return to
- Always acknowledge the issue Show empathy Apologize sincerely Offer something back
- Yes, turnover is calculated periodically by department to identify the highest incidence and the causes
- Compensate fairly and use variable pay to reward performnce Flexible hours Opportunities to grow
- Take care of your staff so that take care of your customers Satisfied people perform better and are highly engaged Create a supportive and safe work environment Pay staff fairly and reward achievements Recognize efforts and provide continuous training and opportunities for growth
- Loss of time Loss of productivity Loss of motjvation and engagement Feeling helpless
- Delegate tasks thag grow others Do not delegate strategic tasks like planning , Setting goals Make sure the delegated to knows exactly what results are expected Always follow through and provise support as needed Always make sure the
- Teach what to delegate and what not ti delegate Ensure that delegation is not anout Dumping tasks thatbyou would rather not do Ensure tasks delegated will grow the delegated to Teach how to provide constructive feedback and support as needed Always give credit to the delegated to upon success Always be accountable for results
- He won t be able to think about others well being by lack of contribution to ,climate change perpetuates degradation of the land and others needs
- Being able to recognize others contributions fosters better relationships and recognition enhances motivation
- In organizations, collaboration always beats competition as sharing information and resources creates synergy and the outcomes are not only about tangibles butbalso about the quality of the relatijnships with others
- Create common values and share Set clear goals and results as well as behavior expectations Create committees and teams
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- Identify differences in cultural norms Diversity training Create teams with clear goals and norms
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- Learn about culture Learn about governing laws Identify team leaders that foster inculsion
- Be aware of cultural differences Engage staff through inclusion policies Reward inclusive behaviors
- Learn about their background, motivations, values interests, e xperience and what they want to do in the future
- Failure to achieve set goals, demotivation to other team mem ers , unfair workload on existing , cynicism, decrease in productivity and quality, decrease in customer satisfaction and consequently revenues and profit
- Giving people a chance to succeed on a job is not always su ccessful despite applying critical thinking . However, it minimizes the chances of selecting the wrong person
- Clarify job requirements in terms of KSAs needed and 9ther qualifications Ensure a clear process is followed starting with vacancy posting and ending with a job offer Ensure that the candidate has potential to grow Test candidate to ensure right fit with job requirements Ensure team membership is
- How to grow team members
- Contributing to growing others skills / competencies
- Mindful is being in the present, paying greater attention to the here and now
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- When I am not focused on the present moment
- Focus on the task at hand, minimize distractions, listen actively and respond accordingly
- Stay focused on the task at hand; do not multitask; minimize distractions (phone checking, social media browsing...); listen actively giving undivided attention to what others are saying/meaning
- Unfocused - easily distracted Not a team player Unclear goals Social loafing
- Lack of trust, and clarity Lack of clear directives on how sessions should be conducted - criteria
- Before taking screenshots or recording converations, people should be informed that they are being monitored
- Stay calm State facts Avoid aggressivity Use assertiveness
- Ensure a track record is kept for all interactions, conversations, emails... Ensure dicumentation is clear of all requirements State facts and objective data as much as possible Stay calm and assertive
- I am available to discuss new solutions
- Reduce revenues Increase dissatisfaction and bad publicity Reduce staff morale as they feel unable to solve customers issues olve
- Do not assume what customers want. Ask them about their preferences and take the time to establish a connection
- Identify needs
- Weakness when it impacts your key goals Strength when it does not hinder your key goals
- Build on strengths needed to advance Mitigate key weaknesses by developing them Ignoring weaknesses that are not key to your goals
- Embrace change Emotional stability Critical thinking Ability to connect with others
- Accept weaknesses that are not key to achieveing your goal Build on strengths to move forward
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- Start by clarifying their goal , dream job... Ask about the strengths needdd to do the job well, to achieve their goal Assess whether theyhave them If they do list actions to achieve this goal If they do not, list actionson how to address these weaknesses If not, set a plan to develop them
- 10; AI encourages discussions and minimizes defensiveness by asking for their ideas and opinions and making them focus on the positive and avoid negative phrasings, which ultimately leads to greater engagement and increased productivity
- Before starting the restructuring process in the HR department, we sat with managing partners and heads of departments to identify the strengths that can be built on. Then we communicated these strengths to team members and asked for their input on how to make them even better (improved processes, staff change...) and acted upon it.
- Start by engaging them and asking questions phrased positively: what is the best thing about your organization? what do you value most about it? what do customers like best about how you interact with them...?
- what overhead costs are the most significant? what are the variances from previous periods? what is/are the reason(s) behind these variances? if the causes are external, how do we address these threats? if they are due to internal factors, what re the results of the internal diagnosis? is it related to people (lack of motivation / carelessness / lack of adequate supervision)? processes (undocumented, unshared...)?
- I have been recently confronted with the issue of whether to privilege online work over on-site work. I identified the impact that each option will have on , income and interaction with others.
- Surround themselves with people who think differently Undertsand how to get insights .. Get out of marrketing silos focus on solving unmet needs Asks why not instaed of why?
- Not always, as the culture is still one that sanctions errors
- Foster a culture where mistakes and errors are not sanctioned Encourage people to learn from their mistakes Share knowledge and information widely
- I would start with culture and how to change it from a fixed mindset to a flexible and open one ready to learn from all experiences good and bad
