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Event Manager & Coach, Singapore
Delphine has more than 20 years' experience developing, creating, managing and running events (MICE industry), in Singapore, Malaysia, Hong Kong, China, India and Middle East. She's also a certified teen coach and a executive facilitator.
Tricky workplace situation handled
By this mentor in various human skills
1
- Stressful holiday shopping seasons usually mean more customers to serve and each is demand to be served quickly. SA is also required to work longer hours. With greater demands made and lesser break time, this will evidently affect the SA's well-being.
2
- The checklist helps me by suggesting ways in which I can practise self care for myself both physically and mentally. I would also add that the colleagues have an opportunity to share their experience good or bad, to encourage and support one another.
3
- Self-care is not selfish. I would teach the importance of self-care - and explore ways in which one can do so physically, emotionally, mentally, psychologically and spiritually. We cannot give from an empty vessel and when one is well taken care of, the ability to handle stress increases and is likely to be a source of joy and support to others.
4
- I do not have any physical nor digital product though I am working towards it. I would think that for digital products, one of the common problems that people have in buying an online course is to ensure that the customers complete the course. To increase the chances of them completing the course is to allow for a cashback when they complete it by a certain period and a bigger cashback for those after completing the course to provide feedback and give testimonials. An alternative is to issue certificate of participation / completion / achievement. Having social proof is a way to encourage other people to buy into my online course. Another option is to have quizzes / tests like this to ensure there is understanding by the 'students' and help them learn better.
5
- One way to teach creative problem solving is to have the mentee gain clarity of what is the end goal, What is the desired outcome from the perspective of the end users? The main thing is to keep the main thing the main thing, and then work backwards. Explore looking at making the weakness the strengths. Sometimes we tend to over-complicate things when simplicity is the way to go.
6
- The higher degree of influence, the higher possibility of repeat sale; it is a positive correlation between the two.
7
- Yes. One way to strengthen influencing skills and thereby increase repeat sales is to ensure knowing and understanding your customers well and addressing their needs and wants well.
8
- The best way to teach is to model the very skillset I am teaching - to live an inspired live that shows that I am in congruence with what I say and what I do. To be authentic and to be sincere, by showing how I care for my mentee, to develop a real interest in the mentee. To have a degree of influence over someone is to get into their mindshare and people who will care how much you know until you show how much you care.
9
- I hardly encounter a rude and an angry customer but I did remember almost 10 years ago, I had an angry business associate who started to curse and swear, he was way over the top and because he was an old elderly man, I did not take issue with him - I just let him air his views - though his rude comment did sting a little, I forgave him and I did not take it personally as I knew myself that it was more of a reflection of him than of me and I felt proud that I did not have to let someone's errant behaviour bring me to behave the way he did and he apologised to me much later for his ad behaviour.
10
- The Situationally Difficult customer (business associate). In such a case, no blame game just allow him to vent and then work on letting him know that I am his equal and I have the authority and ability to help solve the problems that he encountered.
11
- One way to teach this is through role play and then switch role - one will never know what one will feel that at least when placed in that situation. Also, different people get triggered by different things - having role plays will also allows one to have more awareness of one self and learn more of empathy.
