Zahid Abro
HR Director - Global Strategic Talent at Coupang
As a seasoned HR professional with two decades of professional experience in business and operations at large multinational organisation, I have a proven track record of driving talent...
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- Talent Management Strategies: How to attract top talent
- Performance Excellence Frameworks: Ensuring sustained high performance culture
- HR Analytics Insights: Using data to drive HR decisions
- Employee Experience Design: Enhancing workplace satisfaction and engagement
- Effective HR Leadership: Leading HR in fast-paced environments
Meet the mentor
Tricky Workplace Situation Handled
- It is very disappointing for the customer. The communication from hotel seems to lack empathy
- Hi, Thank you for your email. We understand that you have reserved for this weekend by mistake. Unfortunately, our hotel's refund policy does not allow for complete refunds if cancellation is requested in less than 12 hours. At the moment we will refund you 25%, however, I have requested a special discount on your next weekend reservation. I hope it helps. Please feel free to contact our helpdesk service in case you need further support. Thanks.
- Empathy strengthens your communication. By talking about benefits, you are actually putting yourself in the shoes of the customer and thinking about how the product or service will appeal to or benefit him. Contrary to this, features are something that already exists in the product and may or may not be appealing to the customer.
- I have learned over a period of years, the impact of communication with empathy...be it in written emails or verbal communication. In my communication, I purposefully think on how the other person feels when he receives my communication, understanding his situation makes the communication more effective and persuasive.
- While developing communication content for employees or introducing new HR policies and programs, a clear understanding of employee requirements and empathizing with their situation can lead to development programs that will have buy-in from employees and will lead to the effective and desired output.
- Rob seems to have disregarded the cultural sensitivity in Italy. He tries to rush to agree on budgets, timelines, and product delivery he missed out on building trust before jumping to conclusions. Like many other countries in the world business relationships in Italy are based on trust and respect.
- In Chinese culture, having an appropriate title is important because it communicates that they are dealing with a person of equal importance.
- Always be mindful of the cultural sensitivities of each country. Small non-verbal actions, which otherwise have no meaning in your country, can have very negative meanings and connotations in other cultures, it could even mean disrespect. It is important to build trust and connect with stakeholders through various opportunities and show respect to differences.
- The first scenario shows that stress is created due to unclear expectations and undefined roles and responsibilities.
- There are various factors adding stress: 1. The expected tasks/activities are not clear. 2. The roles of individuals are not clear and hence they keep changing 3. With short deadline and lack of clarity, the work environment will be stressful.
- 1. Having clear roles and responsibilities of each member. 2. Clear communication of project timelines and expected outcomes. 3. Regular communication to ensure timely redirection if required.
- I think there is no second opinion on the importance of Employees' mental health and emotional well-being to reduce stress and improve productivity. However, this company is only focused on relaxing rooms and ambient environments, instead of focusing on the root cause of stress, such as work overload, unreasonable expectations, lack of support etc.
- As learned from my experience as an HR Leader as well as managing my team, it is important to be mindful of potential signs of stress. Proper planning of projects with clear outcomes and roles along with reasonable staffing and resources support will ensure a sense of fulfillment after challenge instead of negative stress.
Tricky Workplace Situation Handled
- It is very disappointing for the customer. The communication from hotel seems to lack empathy
- Hi, Thank you for your email. We understand that you have reserved for this weekend by mistake. Unfortunately, our hotel's refund policy does not allow for complete refunds if cancellation is requested in less than 12 hours. At the moment we will refund you 25%, however, I have requested a special discount on your next weekend reservation. I hope it helps. Please feel free to contact our helpdesk service in case you need further support. Thanks.
- Empathy strengthens your communication. By talking about benefits, you are actually putting yourself in the shoes of the customer and thinking about how the product or service will appeal to or benefit him. Contrary to this, features are something that already exists in the product and may or may not be appealing to the customer.
- I have learned over a period of years, the impact of communication with empathy...be it in written emails or verbal communication. In my communication, I purposefully think on how the other person feels when he receives my communication, understanding his situation makes the communication more effective and persuasive.
- While developing communication content for employees or introducing new HR policies and programs, a clear understanding of employee requirements and empathizing with their situation can lead to development programs that will have buy-in from employees and will lead to the effective and desired output.
- Rob seems to have disregarded the cultural sensitivity in Italy. He tries to rush to agree on budgets, timelines, and product delivery he missed out on building trust before jumping to conclusions. Like many other countries in the world business relationships in Italy are based on trust and respect.
- In Chinese culture, having an appropriate title is important because it communicates that they are dealing with a person of equal importance.
- Always be mindful of the cultural sensitivities of each country. Small non-verbal actions, which otherwise have no meaning in your country, can have very negative meanings and connotations in other cultures, it could even mean disrespect. It is important to build trust and connect with stakeholders through various opportunities and show respect to differences.
- The first scenario shows that stress is created due to unclear expectations and undefined roles and responsibilities.
- There are various factors adding stress: 1. The expected tasks/activities are not clear. 2. The roles of individuals are not clear and hence they keep changing 3. With short deadline and lack of clarity, the work environment will be stressful.
- 1. Having clear roles and responsibilities of each member. 2. Clear communication of project timelines and expected outcomes. 3. Regular communication to ensure timely redirection if required.
- I think there is no second opinion on the importance of Employees' mental health and emotional well-being to reduce stress and improve productivity. However, this company is only focused on relaxing rooms and ambient environments, instead of focusing on the root cause of stress, such as work overload, unreasonable expectations, lack of support etc.
- As learned from my experience as an HR Leader as well as managing my team, it is important to be mindful of potential signs of stress. Proper planning of projects with clear outcomes and roles along with reasonable staffing and resources support will ensure a sense of fulfillment after challenge instead of negative stress.