Liana Roopnarine
Strategy and Special Projects Manager, GLEAC
With 13+ years of experience across Project Engineering Management, Supply Chain Management, Research and Business Development, Liana's skills encompass success generation from brownfield...
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Meet the mentor
TALK SHOW VIDEOS
Tricky Workplace Situation Handled
- Quality of product, attitude and tone of customer rep, waiting time to be attended to, customer rep. not being too aggressive and pushy with sale, giving the customer sufficient space and time.
- They would find an alternative supplier, they may never return. They will tell friends and family about their bad experience.
- Listen and allow the customer to relieve frustration. Acknowledge the problem and let the customer know that you understand his/her point of view. Maintain an attitude of understanding and empathy and work together to find a solution. Show the customer you care.
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- Working in the Oil and Gas for the Projects Department where Operations were basically our customers. They often posed this challenge, where there was an automatic "block" in Operations' mind that Projects was going to implement a project of bad quality. To change this situation and bring everyone together as one unit. I investigated with different individuals holding varying levels of position to understand where the problem stemmed and worked on these areas to fix and close the gap. This way Operations gained confidence and trust in Projects and company goals were achieved.
- Fact is something proven, even scientifically and tested while opinions are ideas from an individual based on his/her thought process.
- I care about facts and developing opinions from these facts
- Yes, you may start a sentence with "I think, I believe, Probably... etc"
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- I would certainly use experience from managing and delivering projects. Highlight the process of taking risks and what influences the outcome of risk taking.
- What has changed in the process? Economic or political influences affecting overhead costs? Review of organizational efficiency? Labour laws? Property or utility, increased rates?
- Issue: Waking up at the sound of my alarm. It has become difficult to wake up once my alarm sounds. Why? I go to bed too late. So I am going to be mindful of the time that I am going to bed. Get to bed on time, eat well and exercise for better sleep. Remove all distractions (phones, TV) from around me when its time for bed. Keep note of the times I am going to bed, log & record the number of hours I slept. Review and monitor.
- Review the situation thoroughly to fully understand the problem/issue. Draw or map out the issue. Dissect the issue. Take a break and come back to it. Take a walk. Give yourself sometime to clear your mind. Identify a process or method to get rid of the problem. Implement the method, test, review, analyze and conclude.
