Dr. Dina Faidi
Founder/ Leadership Transformation Expert/Learning Strategist at CREATIVITY & BEYOND LLC
Founded Creativity & Beyond Consulting Firm (UAE) in 2004. Partnering with clients both public and private sectors in the emerging markets to empower the human capital through learning...
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- Leadership Development: Empowering leaders to inspire and grow teams.
- Emotional Intelligence in Workplaces: Enhancing emotional skills for workplace success.
- Innovation Methodologies: Techniques to foster creative problem-solving.
- Coaching for Personal Growth: Supporting individuals to reach their potential.
- Transformative Learning Strategies: Methods to promote effective lifelong learning.
Meet the mentor
TALK SHOW VIDEOS
Tricky Workplace Situation Handled
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- Listen, discuss, assess, let them make a decision of what is best to do.
- tom reaches assumption and does not listen to seek facts. he is obviously in a rush to make a sale rather than showing empathy to customers. He embarrasses himself and the customers at the end.
- show empathy, clarify, paraphrase and ask open-ended questions
- I noticed lately you are coming late to meetings, is there something holding you that I can help you with?
- Your feedback is highly appreciated, I would like to hear you but can we leave comments till the end so I can present the full picture?
- It is clear the effort you on this project, perhaps we can work together on fine tuning it a little more.
- then we can understand what they really are trying to tell us and they will know that we really care about their needs.
- the second one as clearly he is communicating with body language and not only words. open arms show openness and welcoming to the other.
- The first one looks shy and conservative. it can also look like he is showing respect and being polite. the second one looks more authoritative and confident. it can also look like he is overruling and showing more power than the opponent
- the first is smiling and showing engagement with the other person while the second the girl has her hands on her cheeks with a face of being bored and uninterested.
- I would show empathy and offer options without enforcing an increase of rate if there is really difference that the customer must pay.
- i will show empathy at the beginning and be clear on the purpose of the email. I will also give an outcome that will be satisfactory to the others.
- Lose customers, lose revenue in other markets, bad reputation, becomes a political issue.
- Be very careful when launching an ad by using a local expert to avoid this serious offense to happen.
- 7 because the customer had voiced her experience with them that it was not 100% satisfactory and yet the customer service ignored it. All she cared about was the rating.
- She could had empathised with her but the issues she mentioned about the product.
- i would have listened better than I did to make sure I understand what they are telling me and to show them that I care. it would have gained me their trust better and have been more satisfied.
- I need to learn not to interrupt when the other is speaking. to listen with my full senses and leave my comments if asked and at the end. I am good in empathising while listening, and in giving the space for the other to reflect.
- I will calm him down first and listen carefully. we need to make that we empathize with them. then we take care of the problem. Will also find a way to make him happy and satisfied by offering something extra
- This is something that we will take very seriously. allow us to apologize and move you immediately to our best suite after making a complete check that the suite is 100% clean.
- completely understand the frustration. Such dish should be eaten at certain temperature to be enjoyed. Will bring you a fresh one immediately on the house.
- I do understand your anger but allow me to explain. I will also talk to my manager if you will let me to waive these fees out.
- Absorb and deal with it calmly and not take it personally
- Have an open mind, ask questions. Encourage clients to give the feedback knowing that I am not going to be offended.
- Disappointed, frustrated, questioning
- Eyebrows flatten and the eyes go on glare and the lips become flat.
- ask them directly, get feedback through survey, use rating system on social media or send an email
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- to improve service or product. to fill gaps that we don't see but customers see it as they are the users of the product
- Empathize with clients to understand their needs and this way we will define the gap and the real need, then we can ideate few ideas after which we prototype and test and then we launch a customized service.
- It needs to speak to its customers and understand their needs and get their input on their expectations so that then they can develop ideas to improve their online services.
- It can ask certain customers what would they like to see improved in the services we provide. Develop a few ideas, create a pilot program or service, and get feedback from customers so that we can launch a new customized and improved service.
- Hire someone who speaks the language in order to communicate with them and make sure that the packaging problem is resolved properly.
- Customer service, product development, explore gaps and opportunities for new products and services based on customers needs.
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- I try to find why by asking customers and look for possibilities to solve the problem. I focus on the issue that is causing the problem an find possiblesolutions for it..
- I can increase customer satisfaction by getting open channel communication with them. encourage customers to be involved in developing ideas for better services. Give incentives for being engaged with us.
- They are the young high earners who are eager to buy quality products.
- Yes, its a priority. As we promote disruptive thinking it is important to walk the talk and accept opinions and cultures that clash learn how to collide.
- Perhaps reverse the process and allow recruiters to recruit us rather than the opposite way.
- it helps by exploring the issue in a structured way to find ideas around it. Everything is possible at divergent thinking.
- Finding ways to conduct working sessions online: i can send material to participants and run a session on zoom. i can ask them to get their own. I can run smaller groups sessions.
- Attitude, problem solving skills, commitment, critical thinking,
- Easy reference, evaluation, share views.
- Collaboration, communication skills, positive attitude
- Share one experience when you were a manager before. Share your education history. How did you lead your team? How did you handle a challenge? How do you communicate with the team? What is a time management method you use? How do you handle customers complaints?
- What are you passionate about? What makes you come to work everyday? What is your highest strength? What is your weakness? How do you deal with an angry customer? How do you set your priorities at work? What do you do under stress?
- By inviting them to share their feedback and opinion on the services and engaging them in the process of fullfiling their needs.
- By asking them for feedback and input and involving them in the improvement process.
- Stress, deadlines. Overwhelming tasks, working around negative people. I can overcome them by creating the right environment, decide on best time I can produce, and prioritize better.
- 1. Describe a candidate a hypothetical scenario 2. Ask the candidate what he would do 3. Assess the answer and ask more open-ended questions 4. ask more questions if needed or conclude
- It went loose and we got distracted with details that are unrelated to the key elements of assessments. I would keep a structured set of questions to help stay focused on the end result.
- on candidates behavior in past situations
- communication, critical thinking and solution finding
- listening skills, negotiation skills, communication skills, creative thinking skills, persuasion skills
- leadership skills, decision making skills, listening skills, critical thinking skills, mentoring skills
- communication skills, emotional intelligence, presentation skills, engagement skills
- A question that will enable the candidate to explain how he behaved in a similar situation
- I look for the behavior in the specific situation based on the skills I need for the job. I would prioterize what I am looking for.
- How would you communicate with an angry customer?
- I had to deal with rejection of a proposal. I asked the client to advice on how to make it better. We communicated our expectations and reached a win-win situation.
- Research & Development
- Observation to details, critical thinking, writing skills, research skills, communication skills
- It can improve it by being more accurate in choosing the right candidate. not only in terms of hard skills but soft skills and personality traits as well.
- Positive, engaged, passionate, cooperative, creative
- To defuse the customer frustration as they are not angry at you they are angry at the situation. We need to listen and show empathy.
- We can have better solutions when we have more information and resources.
- I would teach it by example, give best practices, present scenarios and ask them to think of what they do and will share my input and feedback. I will motivate them and guide them to how to be mindful about their behavior to keep their humility intact.
- Need to reflect on this before sharing my thoughts..
- Let’s discuss together and share your thoughts on this.
- This is a brilliant idea, let me know how I can help you developing it as you will take the initiative on it.
- I would engage with my team and take input from them. I will give them space to share ideas as well as I will share mine. My responsibility in addition to my work is make sure that you are happy doing theirs.
- Humility is a display that you are human. Humility is a strength Servant leaders need humility