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Avni Kailwoo
Image Consultant, India
Avni enables people to construct an image that will fetch them money for their manners and profits for their presentation. She enables people discover abilities that transcend beyond the realm of their academic and professional abilities.
Tricky workplace situation handled
By this mentor in various human skills
1
- 1. Repeat issue with product delivery 2. Complainant being put on long hold and complain not being addressed immediately 3. Company neither willing to take accountability, nor willing to at least have a word with the courier facility 4. Customer service not having a kind ear to respond to Lorry
2
- Once the issue was reported a 2nd time, the company should have firstly, given a patient ear to Lorry's complaint. Secondly, the company should not have put Lorry on a long hold. Thirdly, the company should have taken up the accountability of the complaint and asked for a specified short resolution time. Meanwhile should have discussed the issue with the courier company.
3
- 1. Marginal Listening: you are hardly concentrating. The customer can feel that you are distracted. 2. Evaluative listening: you often make premature judgements. Sometimes an impatient person is easily distracted and often calls for a defensive response from the customer. 3. Active Listening: Takes time to master. Involves courtesy and concentration. This is the one we should have.
4
- - By using appropriate non- verbal gestures like nodding the head - By concentrating on what the customer is saying - By asking appropriate questions to the customer - By repeating what the customer said - By encouraging the customer to go on using sounds like, 'go on', 'and', 'uh umm' etc
5
- If I were a mentor teaching this skill, I would start by making the student understand how active listening can help them in remembering people's names. And remembering someone's name is the most basic courtesy to offer. The student can eventually use this knowledge while networking with their colleagues or peers. Secondly, how active listening can help create deeper emotional bonds by using the combination of verbal and non- verbal gestures.
6
- The 2nd salesperson from the left hand side looks more approachable because a) smile on the face that reaches the eyes, b) open chest and c)show of hands
7
- Pros for Stance A - Calm appearance Cons for Stance A - Closed body language - Submissive appearance - Not open to suggestions as the arms are very close to the body Pros for Stance B - Confident appearance - Power pose - Open to new ideas Cons for Stance B - Dominating and intimidating in some situations
8
- Picture A - It is a classic picture of an engaged body language - Both the actors have a smiling face with their smiles reaching their eyes (the eyes have crinkling at the corners) - Their bodies are turned towards each other Picture B - The picture depicts someone who is bored and uninterested - There are frown lines between the eyebrows - The eyes are semi open. When we are interested in something we open our eyes wide to absorb more information. - Pouty lips that point downwards towards the corners. That is a classic sad face. - Hands resting on the chin. Again depicting no interest in the work.
9
- - Laugh and smile with your customer unless you are in a serious recovery process wherein dealing down your smile a little would be better - Don't cross your arms - Stand up straight - Don't lean on a wall - Keep your body and feet pointed towards the person you are talking to - Keep your chin up - Make good eye contact but do not stare - Nod during the conversation to show your attention - Feel good in your own skin to look genuine
10
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- I would make use of life experiences along with appropriate tools. Life experiences enhance the sensory/ kinaesthetic part of teaching and other aids enhance the visual and auditory impact of teaching. - Using appropriate videos to show the different aspects of Body language and its impact. It adds onto the visual impact of teaching. - Making use of micro-expression flashcards and their meanings to make the student remember what to look out for - Mirroring the expression and body language - How to gauge someone's non verbal by mirroring the same expression on your face
11
12
- - It starts from the Manager not being appreciative and encouraging towards his/her team members - Not using appropriate verbal and non- verbal language. For example, raising voice when in a meeting, pointing fingers toward a colleague, making inappropriate facial gestures - Interrupting when a colleague is talking - Dismissing others point of view - Being rude - Manager taking all the credit for the team's joint efforts
13
- - Scheduling one to one meetings with employees to address their issues - Creating a safe platform for the employees to raise their concern or talk it out - Brainstorming with the team members on ways to address hostile situations -
14
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- I would use examples from my own corporate experience wherein great managers had an open conversation with their employees to understand what each employee was going through professionally and personally. At the same time, the manager should enable the creation of a safe platform where the employees can address their complaint with the HR. Most important is taking employee feedbacks at every other interval. This promotes a healthy work environment.
Blog Articles
Avni Kailwoo was recently invited as a speaker at the 2 Day New Age A.L.C.H.E.M.I.S.T. program - ICBI
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