![to be as sympathetic as possible to the customer. I tell the
customer that I am sorry and that they are totally correct in
being frustrated. This usually calms the customer, I then ask the
customer what they think is fair for us to do to make it right.
This then puts the ball in their court and relieves me of offering
something that is unimportant to the customer. This strategy
also hinders me from offending the customer. After the issue
has been resolved I thank the customer for informing me of how
we failed them because it helps me to prohibit this issue from
happening again. I then end the conversation by thanking them
for their business.
Shantae Todd-Noel
Interview targets and topics
October 30, 2016
Adrian Bradley
Branch Manager Enterprise
334-538-4968
[email protected]
Ershan Noel
Team Leader Coca-Cola
989-971-9051
[email protected]
How do you grow/develop talent in an organization (or company
or team)?
Explain your approach to maintaining high standards and
improving poor performance in a team.
How do you deal with difficult customers?
Give me some examples of how you have adapted your own](https://image.slidesharecdn.com/interviewtwoexplainyourapproachtomaintaininghighstand-221110181612-c649d0cb/85/Interview-TwoExplain-your-approach-to-maintaining-high-stand-docx-4-320.jpg)
Interview TwoExplain your approach to maintaining high stand.docx
- 1. Interview Two Explain your approach to maintaining high standards and improving poor performance in a team. I think the key is to hone in one the strengths and weaknesses of the team. See what works for each member and play to those things. As a group, working together may be a hard task, but is an essential key to completion of the main goal of the group. Communication is another major component of improving performance. On both levels, it is important everyone respectfully acknowledges corrective criticism. How do you deal with difficult customers? With difficult customers it is important that you listen to understand and not listen to respond. An angry or irate customer does not like too much back and forth conversation without much action. Be apologetic for the circumstances beyond your control do what you can within your level of ability and IF you can go the extra mile, it is important to do so. We have all been on the other side, so it is important to view every situation from the standpoint and ask, what would I have wanted to be done for myself? Research Question What is the impact of leadership style on employee's job satisfaction? Team conflict management/ Team Communication Resolving Team Conflict · Prepare for Resolution · Acknowledge the conflict
- 2. · Discuss the impact · Agree to a cooperative process · Agree to communicate Understand the Situation · Clarify positions · List facts, assumptions and beliefs underlying each position · Analyze in smaller groups · Convene back as a team · Reach Agreement Team Communication · Cohesiveness · Sharing · Professional Development When a team is having conflict you have to acknowledge the issue in order to resolve the problem; by acknowledging the issue you will be able discuss the impact that the conflict is having on the group. Everyone in the group should agree to cooperate with finding a solution to end the conflict in order to get the group’s mission accomplished. In order for the process to work everyone will need to keep the line of communication open, with an open line of communication the team will need to come to an understanding of what the conflict is about. Everyone will not have the same perspective, so everyone should at least respect and acknowledge each of the team members’ opinions. Take everyone’s input and list facts, assumptions and beliefs underlying each position; once this is broken down go into smaller groups and analyze and dissect each position presented. By considering the facts, assumptions, beliefs and decision making that lead to other people's positions, the group will gain a better understanding of those positions. After the group dialogue, each side is likely to be much closer to reaching agreement. Now that all parties understand the others' positions, the team must decide what decision or course of action to take. With the facts and assumptions considered, it's easier to see the best action to take and reach an agreement. After reaching an agreement the team
- 3. can work on having better communication skills which will build cohesiveness within the team; when team communication skills are strong, it raises the chance that good ideas and the best practices will be shared openly and lead to both personal and professional development. Websites I used. http://www.mindtools.com/pages/article/newTMM_79.htm http://smallbusiness.chron.com/importance-team- communication-skills-3079.html Interview One Explain your approach to maintaining high standards and improving poor performance in a team. I have what I call the 4-Uns Unaware Unable Unwilling Unemployed If you are unaware then that means leadership needs to train, develop, and set clear expectations of what the employee needs to do to be successful. Unable is a question of has leadership given the employee the tools needed to be successful. Unwilling is when the employee has had the training and tools, but still refuses to meet expectations. Unemployed is a byproduct of an employee being unwilling to take the training and tools to meet the expectations. Refusing to make this last step could create a team of mediocrity. Give me some examples of how you have adapted your own communicating style to deal with different people and situations. When dealing with a difficult customer, I usually let the customer talk/vent their frustrations without interrupting or arguing. I take that time to try to put myself in their shoes and look at the situation from their perspective. Once I do that I try
- 4. to be as sympathetic as possible to the customer. I tell the customer that I am sorry and that they are totally correct in being frustrated. This usually calms the customer, I then ask the customer what they think is fair for us to do to make it right. This then puts the ball in their court and relieves me of offering something that is unimportant to the customer. This strategy also hinders me from offending the customer. After the issue has been resolved I thank the customer for informing me of how we failed them because it helps me to prohibit this issue from happening again. I then end the conversation by thanking them for their business. Shantae Todd-Noel Interview targets and topics October 30, 2016 Adrian Bradley Branch Manager Enterprise 334-538-4968 [email protected] Ershan Noel Team Leader Coca-Cola 989-971-9051 [email protected] How do you grow/develop talent in an organization (or company or team)? Explain your approach to maintaining high standards and improving poor performance in a team. How do you deal with difficult customers? Give me some examples of how you have adapted your own
- 5. communicating style to deal with different people and situations. Topic Outline I. Leadership A. The meaning and concept of leadership B. Understanding what it takes to become a leader C. Impact of leadership II. Characteristics of an effective leader A. Communication B. Reliability C. Dedication III. Team conflict management/Team Communication A. Resolving Team Conflict · Prepare for Resolution · Acknowledge the conflict · Discuss the impact · Agree to a cooperative process · Agree to communicate B. Understand the Situation · Clarify positions · List facts, assumptions and beliefs underlying each position · Analyze in smaller groups · Convene back as a team · Reach Agreement C. Team Communication · Cohesiveness · Sharing · Professional Development IV. Conclusion A. Identify and re-state the main idea B. Wrap up your ideas