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Helen Morris
Sr. Lecturer, Emirates Academy
Dedicated and student-centred educator with broad experience in teaching hospitality, food and beverage related courses using appropriate instructional methods.
Meet the mentor
Tricky Workplace Situation Handled
- By identifying bias we can look at the whole customer experience and meet the customers needs on service or with a product. The focus will be on providing the best customer service to the customer while promoting a particular service in line with brand standards and working towards a common goal.
- Empathy with a customer., understand expectations, understand the driver for purchase and provide and exceed excellent customer service.
- The best way for a mentee to understand this concept would be to conduct role plays so they could identify each bias. Then they would have to identify how they could remove this bias to provide excellent customer service.
- I would teach design thinking by offering various case studies and give examples of real-life companies that follow those approach. This would be followed by role play.
- By giving employees empowerment would promote a sense of pride in one's work, focus on goals, and high-achieving objectives. This would then make the employee more motivated in the workplace and eager to perform to the standards. This would make the employee more knowledgeable and allow for customer service and satisfaction at high levels. The employee would further gain experience to achieve these goals.
- I would teach this skill through different stages of the subject of improving performance. I would have scenarios of individual and teamwork and how collaboration and co-operation work within an organisations team. I would have different scenarios for the mentee to identify good and bad practice. All completed with a short multiple-choice quiz.
- Many years in the F & B industry dealing with customers and training and education so my expertise in this area. Also, my qualifications in the area of collaborative skills. I would set a series of tasks for the mentee to complete in order to assess capabilities.
- Teambuilding amongst colleagues to enhance team dynamics and work towards a more holistic approach. Use a buddy system whereby high-performing members can be paired with junior members in order to elevate their performance. Also, analysing 360 feedback to finalise training that suits the employee and business needs.
- I would have a session on growth and fixed mindsets by asking challenging questions and then get the mentee to group them into one of the mindsets. I would also do a session on growth mindset and what could be achieved personally and in business compared to a fixed mindset.
