Nirmala Nair

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Nirmala Nair

GM (Prodn) ONGC

Production Engineer at ONGC

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Tricky workplace situation handled

By this mentor in various human skills

1

The female in the background was distracting the audience. The subject matter was not presented properly and who it was targeted at was confusing. No vision. Also inspite of prompting - he did not answer any question regarding the company or either the biggest moment in his life. The audience lost touch with what he wanted to present as he himself did not sound convincing or sure of what he was doing there.

2

If a speech is memorised, the intonations and the attention of the audience wavers due to the monotonous tone. Also unless the speaker themselves are convinced about the subject or enthusiastic, the message gets conveyed to the audience through body language. The speaker will not make eye contact with anyone and appear less confident about the subject. It will be a waste of time for everyone and nothing will be achieved if thoughts are not put across properly and in convincing manner.

3

To be authentic, clear and revise before presenting to any audience. Try and speak in front of a mirror. Clarify all doubts with self by asking some questions to yourself. Be prepared with the subject and identify the audience - how much knowledge they have of the subject. Be precise and use images and charts instead of text. Keep a pleasant atmosphere and make eye contact. Thank everyone for their time.

1

The first step was to listen to the person who has come to you and let them finish rather than interrupting. He should have asked the budget and if they wanted separate apartments or if they were a couple and what exactly they were looking for. Without understanding the clients requirement, it was not right on Tom's part to assume and put the client off the deal itself.

2

The first step is to hear and listen actively to the other person. If something is not clear, ask and paraphrase the way we have understood it so that the other person and we are on the same page and we understand what the speaker is trying to convey. Once they finish, confirm and clarify what you want to say and then ask opinion and their understanding of the topic. Never be judgemental or aggressive in using your tone or body language. Approach people with understanding and smile. Be positive in approach and show empathy. This will develop a cooperative atmosphere where everyone can give their best.

3

I would ask the other person to practice active listening and without judgment. Discuss the issue and not the person. Be authentic and use similar language that the other person can understand. Have empathy and show that you are open to communication and if someone needs help and how you can go about the situation so that the other person feels motivated and inspired to do their best. Put across your point of view and try to develop more allies and build teams so that it benefits everyone in the long run.

4

At first glance, it is the face and the emotion and if the person is looking straight in the eyes while talking. How sincere they are and how seriously they want to be taken. If the person himself is not convinced about what he is talking, it gets across loud and clear in the body movements - they become fidgety and not open but shifty eyes also. Words in the communication are the last part of the conversation. It is essential to know the context and the role of the person communicating as well as the content which he is trying to put across. The non verbal cues hold the key.

5

No. Face is one part. Emotions are expressed by the total body language - eyes, facial expressions, smile and body movements along with the speech and content of what is being said.

6

I would suggest to a mentee to look more for the non verbal cues in any conversation. They hold the key to the fact that is being presented. Words can be deceptive and manipulative but when the person is trying sincerely to put his thoughts across - he himself will be convinced about what he is projecting and that will be reflected in the approach - smile and direct contact with eyes. A calm and peaceful demeanor and open hands that show trust and confidence and approachable attitude. Conversely if the person is trying to hide things - they wont make eye contact and frequently keep shifting their hands and become defensive. The posture will be trying to shrink themselves and trying to get out of the situation as soon as possible and use excuses of any kind to get out of the situation.

7

The second mail is more appropriate. In the first - Brian is keeping himself aloof from the team and not supportive. In the second, he seems more approachable and acknowledges the earlier contribution of the team and starts on a positive note. He is becoming a part of the issue and being one among his people to brainstorm the session and inviting suggestions and keeping their hopes also by bringing in positivity in approaching the problem

8

Two critical aspects are how to communicate with yourself first and be clear about what we want and second is to confront with the staff on the way we communicate and get the results what we expect. We need others to do things in a certain way and the ability to communicate the same to others in a way they understand what is expected without compromising on values and yet at the same time be clear and inclusive

9

People are not clear in communication and hierarchy and bit of gender bias also

10

Be firm and clear and update yourself technically and aware of whats happening related to my area of work

11

I would ask them to learn how to communicate properly and be clear yourself first and then be polite and respectful and yet at the same time get work done by staff by not sugar coating anything. Give clear instructions so that the receiver is also clear of what is expected

12

Negative feedback should be regarding the issue rather than about the person per se. Once the shortcomings are identified, ways and means or solutions to overcome that also need to be addressed. Give constructive suggestions so that the person looks forward to improving on those areas and contributes positively. Also never criticise publicly. Appreciate in public but negative feedback has to be on one to one basis so that person does not rebel or puts up defences and arguments and refuses to improve.

13

When people give negative feedback, acknowledge it and thank them for taking time to notice it. Apologise and try to improve. Treat the feedback as invaluable and admit your mistakes, and say that as humans we all make mistakes. Try to make the person feel that their feedback is helping you to improve upon the product and appreciate their time and effort into bringing that to your notice. Don't delete negative feedback from the social media handles. Rather, focus on how you respond and get the person to become a life-long customer and positive influence that will garner more fan following.

14

While dealing with clients, I try to be positive and make them also understand the context of the working atmosphere. Being honest and sincere and sharing our concerns helps the client also to understand the context and they become more accomodating. It is easier to arrive at solutions when the parties concerned are honest and committed to convert the negative feedback to build a better future

15

Always think of areas of improvement rather than negative criticism. Criticise the issue and not the person. Show the areas where the skill set can be developed and provide suggestions and solutions so that those areas can be worked upon. Be polite and firm and give timelines and plans for improving. Criticise one to one and be appreciative in public to build a team and get cooperation.

16

Somebody who has been forced to approach me for something. Not interested in talking to me and closed her mind. Not willing to hear or listen or communicate. Overall, not interested in anything to do what she has been told but has come out by force.

17

Give a smile and empathise with her situation. Offer her a glass of water or cup of tea and casual conversation on what she is doing and if anything is bothering her. Just to get her relaxed and in a more communicative frame of mind. Appreciate her position and make available to listen to her side of things first.

18

Eyebrows come down. Staring and lips purse closed or biting lips. Ears turn red also. Eyebrows, eyes and lips change during anger. Whole body also undergoes stiffness.

19

Try to give them time to relax and settle down. Not to raise our own voice when they are mentally not in a receptive frame of mind. Keep a hand on their shoulder and show empathy. Calm them down and assure that we will take care of things and just to relax. Then the person will get into a frame of mind to communicate and be approachable.

1

True, sensible and commitment to being honest and sincere. Walk the talk and think for the future vision and mission of the company and what values it stands for. Be confident and fearless and uphold the values and norms and be specific and time bound decision maker.

2

People will not trust what we say and we will not be able to keep our commitments. It will affect the brand image of the company and business will get affected. Core values are essential so that people know and realise the vision and mission of the company and for what it stands for. Success is dependant on the core values and the commitment people have towards it. Hence it is necessary to abide by the core values for the growth to happen

3

Ask for inputs and ideas the company stands for and for the growth and success of the enterprise. Learn to imbibe the culture in everyday life and display where customers can also see and feel that employees are living those core values. It is important to build a culture of trust and transparency and commitment to develop and be successful. Strive for the objectives mentioned in the vision and mission statement of the company

4

The first and third pictures show a comfort level between the leader and his team members while the second picture shows who is in command of the situation and how others are supposed to listen to him and how the leader is using his position and authority to control.

5

The way he does not trust his team member and micro manages everything and ignoring the strength of the team members, he reinforces the weaker aspects and exploits

6

Meet Jack on a one to one interaction. Sit with him and make him comfortable. Ask if any other issues are bothering him and then focus on the task at hand. Ask him where does he think he can work upon and how the situation can be improved and what help he requires and how much time he needs to work upon the new LMS. If he is facing any issue, how the same can be addressed according to him. Provide him with tools and training to face the situation and give positive reiforcement by appreciating his earlier work and instilling confidence in him that he can do it.

7

Think of the situation and action to be taken from the point of view of the person doing the task. Ensure that they are clear and understand what they are supposed to do. Give them the background and how their task is going to affect in the overall scheme of things. Show importance and let the people feel important and confident. Show trust in their capabilities and not to micromanage. Appreciate a job well done and in case they face any difficulties - leave the room open for them to come up and ask for guidance or help. Be cooperative and give them the necessary tools or training and support required to do the job.

8

Any company should have a proper communication system wherein employees are made aware of the company information in the official information channel. It is unethical and morally wrong to assume and contribute to gossip. To avoid fears, insecurities and other issues relating to unrest, the company should issue formal official information outside and internally for any updates. All other channels should be treated as not to be trusted.

9

Have a crisis team, Identify the causes, Having a simulation done and proper communication where everyone is aware of their roles, Contact the relevant agencies - govt or others, Develop plan and organise resources, Plan for recovery action.

10

Crisis can be handled by identifying the root causes, Identify the damage - how serious it is, having proper communication where each person is aware of their roles, contacting the specific agencies who are able to deal it better, Develop a plan for proper utilisation of equipment and personnel. Plan for a recovery

11

Proper communication is the key to handling any crisis. Have a proper team to deal with it and identify the potential causes that can become issues. Have a simulation to make people more aware of it. Make people aware of their roles and responsibilities, Contact people equipped to deal with the crisis which can be natural or human error. Try to have lessons learnt and plan on a recovery module

12

and I am willing to learn, experiment and share what I know and we can work together as a team

13

The speaker has stressed on confidence and trust and compared success with confidence and which comes before. Also skill set, ability and well being of our team members is essential and we all want to be part of the solution and help to grow more individual leaders and managers. Inclusion and wellbeing of all will lead to company success

14

Closed minded, unwilling to discuss or share, hide flaws and unwilling to learn, Not cooperative, unapproachable and aloof.

15

Have a self reflection. Which areas are weak and observe and monitor them. Discuss the ways the gaps can be filled up - regarding employees skill sets, training, communication and making everyone feel as a part of the team. DIscuss the issues inhouse and ask for opinions how to do better and timelines. Take feedback and implement and keep a positive attitude and learn from past to improve the present and build the future

16

I would call all my team members together and have an open house discussion. How each person perceives and tries to give ideas and the constructive feedback. Couple it with positive approach - training, learning and building the skill set required for the job. Reorient and optimise by focusing on right people for the right job and give them freedom and independance to do and make every one accountable and responsible. THis will have positive effect and share the way forward with the team

17

The ability to face one's conscience knowing that you are doing your best. Challenging oneself and being motivated to do our best come what may. Strength of mind, purpose and character and defying all odds. The eye is on the goal and focused approach to achieve.

18

Marathon runners look further how much they have to go not at far they have come

19

Call the employees and discuss on one to one basis, identify the issues and guide and try to find a way that does not affect performance.

20

Preservance and grit and determination can overcome most challenges - has been proved

21

Never give up. All challenges lead you to become stronger and better version of yourself and ability to instil confidence in self and others too

22

Never give up. Challenges are a part of life and human skill and intelligence has survived major challenges in the past. If we set our mind to something, there is nothing we cannot achieve. Will power and ability of believing in oneself does lead to success

1

To take more interest in the people in the immediate vicinity and to interact and develop interest in her colleagues. Tap the market potential and interact and learn to communicate better. Appreciate her earlier achievements and introduce her to the new group and advise her to be open to communication and feedback. Develop on the strength and reach out whenever and wherever necessary. Be a part of the team building and show how her performance is important and how she can use her strength to build up in the new area.

2

We get together informally and casually at times and officially when some specific job is allotted. Take inputs and ideas from everyone and make an action plan and appreciate the ideas that can be worked upon. Inform the team members how their input is going to work on the task assigned and how it is valuable in the overall scheme of things. Give credit for new and good ideas and appreciate for their time and inputs to bring value to the table.

3

Learn to trust more and invest time in people. Also it has to be ensured that we do not waste time and it is a give and take relation. People lose interest if they dont find some positive attribute in the interaction. Learn to give importance and appreciation and share the vision which is going to be achieved based on inputs. Learn to trust each other and appreciate feedback.

4

For teaching the skill, it is important to learn to listen and pay attention. Know your subject and the mission and vision of what you want to achieve and communicate how to go about it. Share what you know with the team and ask inputs how it can be done better with their ideas and thoughts. Discuss and try to adopt the best possible option and appreciate the members for their valuable time and inputs. Show how the decision is going to paint the picture of the company and how their inputs are important in the overall scheme. Appreciate and show gratitude and have informal gatherings to celebrate success.

1

To go out and attend 2 or more functions at the same time. To complete 3 to 4 tasks on priority at the same time. Meeting scheduled and work to be completed within a deadline, Personal commitments to children or spouse or medical emergency and some urgent work related to meeting targets at the office

2

Too many commitments make a person busy and with hardly any time to care for themselves. They undergo stress and rub it on to other people who are not related to their commitments just because they cant manage things themselves. Having multiple commitments always leads to a sense of less self worth and being busy and neglecting health and then causing discomfort and unhappiness all around. Quality of life is affected and other ailments reduce productivity. They are not able to meet targets and commitments and then affect relationship with others too. Harmful to themselves and society

3

No. We need to think things on priority basis and what is essential and necessary so that we have time for things that are truly important

4

I tend to spend five working days in the office. The weekend is specifically for 1) a massage or spa or pampering myself and 2) cooking something i love to have and sharing it with family and children. 3) I make it a point to read a bit and listen to some music to uplift my mood and have outings that bring me joy and happiness. They are worth every penny and need to be fulfilled because i owe myself the privilege of being happy and be a source of happiness to people around me. I m blessed and lucky to have gratitude in my being and love to help others too.

5

I would suggest that she makes a list and writes all that is bothering her. Divide it into 3 columns - one that needs urgent attention on priority, other can be taken up subsequently and the third that can be avoided or delegated to lower skills. Taking time out for self and rejuvenating by listening to music and self care so that she can handle more things in a positive way and does not grudge the time spent for others. A sense of self worth and gratitude and helping the less privileged will surely bring happiness to the soul. Prioritise the things that one has to do oneself and delegate other not so important things.

6

oneself. self awareness, renewal time, exercise time, good hygiene, stress management, time management, focused approach etc. Deep breathing, taking break and saying no are some of the aspects to manage. self reflection also helps and be accountable to oneself.

7

Stress makes us lose focus on the task at hand. It leads to headache and other physical outcomes and we get distracted from what can be achieved. Other aspects take up the attention and timely completion of the job becomes impossible and it becomes a mountain of problems as one situation leads to another when things become unmanageable and priorities go for a toss

8

Once we set up goals - arrange them in the order of priority as to which is the most important and essential. Once that is done, it leaves room for the other non urgent tasks to be taken up without the pressure of time management of the urgent jobs. Life becomes smoother when we manage our time based on the urgency and need based requirements

9

8. It is always better to list out the to do things and then prioritise them. Some jobs may need urgent attention and have to be completed on time like payments and statutory things. Others can be delegated to other people or taken up leisurely. Once we can classify the things in 3 categories, management of time and tasks becomes easier and there is no stress involvement. Keep time for renewal, exercise, leisure, and self growth along with focus on health. This leads to a better and fulfilled life

1

See the genesis and background of the subject. FInd what needs to be done and what is our role in it. Check if we need assistance or guidance and work on the same and prepare a strategy

2

Given a smile and say thankyou. Its my pleasure to inform you and in future if you need any assistance, please contact me. In case any of your friends or someone needs, just let me know, i will be happy to help

3

It is a team game and the more experienced and proficient player gets to hit the foot on the ball towards the goalpost. Thats the game

4

A rebel attitude and non conformist. I do not like people who take things for granted and making use of god fathers or use connections to get things out of turn.

5

Climbing to the top alone is easier but it is only when you are supported by people who have helped you reach to the top. Once you reach to the top, see how you can make things better for those below you

6

Whether employees are doing their job with commitment, costs pertaining to maintenance of equipment, raw material. Alternate ways of doing and if sales are declining

7

Identify the problem Discuss and get ideas from the team Find the pros and cons and alternative ways Plan to execute with a plan B also in place Results

8

Identify if problem really exists Each problem has to be handled differently based on circumstance. Have patience and observe Find alternative ways to deal

9

No stress, timely results, clarity of thought, firm in decision making

10

Some people do well in morning and some at night. We function optimally at identifying that suits us

11

I m a hands on person and can finish most tasks in time. As i dont procastrinate, it helps in reducing workload and timely attention to things help in reduced stress

12

Be firm and strict and do not waste time of self or others. Identify the critical tasks first and complete

1

Think out of box or beyond. Finding opportunities to learn and do better, keen learner, open to new ideas, risk taking, friendly, cooperative, leadership qualities, positive attitude, go getter, confidence, ability, strong and good in communciation.

2

CMO surround themselves with people who have different perspective and especially in marketing area, they have a different way of seeing the problems, they are more in touch with insights based on needs and as they interact with customers, the marketing people are more aware of the needs of customer and bring innovative changes in models to delight the customer. They are the active voices of the customer and have way of asking why not instead of why. They focus more on problem solving than argument and friction. Surround themsevles with positive thinkers

3

Yes. We are encouraged to use new technology in our respective fields. The trend and the way things can improve performance, safety and cost and other aspects to be taken in consideration during literature survey and its applicability in our domain is encouraged.

4

A dedicated group that takes inputs from different organisations or companies around the world and how they resolve issues based on specific problems they encounter during operations. Lessons learned and how technology and joint industry programs can help learn from each other to follow best practices. Newer ways and innovative ideas to resolve problems and issues to optimise costs and get best returns on investment

5

One should always keep their eyes and ears open and learn from issues and experiences of other people and companies. Be aware of similar exercises and share knowledge and lessons learnt. Attend conferences and seminars where each person brings their experience to the table. Surround yourself with people who are willing to learn and grow and share and bring value addition.

6

It helps people identify with their real needs and to provide customer satisfaction. It builds relations and relationships when you empathise, define the issues, ideate and build prototype to suit their needs and work on it to perfection

7

Build a system in place where specific needs of the customer are taken care of. Have the reception people trained to handle situations with irate customers. Identify the problem and the customer and find their needs and try to create a pleasant situation for them. Try not to inflate the issue that affects the reputation and image of the company or its brand. While leaving, interact on a personal level with the customer who had issues and assure them of personal intervention the next time they come. Feedback is also essential and courtesy to be provided to the irate customer.

8

Always have patience and keep your eyes and ears open for learnings. In a given situation, first try to empathise with the party concerned, try to see the problem from their point of view and find ways or means and ideas to resolve the problem. Try to assimilate the learning and the problem and try to give solace and provide solution and ask their feedback on the solution provided. Ask them how things can be made better and ask for feedback. Repeat the experience where the party or person is satisfied that their need has been met and issue is resolved.

Talk Show Videos

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Nirmala Nair

Tricky workplace situation handled

1 Please watch the video and answer the question below: What was wrong with his presentation?

2 What is wrong with memorizing a speech or a pitch?

3 If you were a mentor teaching presentation skills, how would you do it? What experiences can you share?

2 What are some of the ways you can enhance your active listening skills?

3 If you were to teach this skill to someone else, what life or work experience can you share to bring this to life?

4 Do you attempt to read the emotions of your clients or customers by observing the face, arms or entire body?

5 Can read our others' emotions by observing the face only?

6 If you were to teach this skill to someone else, what life or work experience can you share to bring this to life?

8 Watch the video and answer the following question: What are the two critical aspects of communication described by the speaker?

9 What are some of the elements that contribute to unfavorable work environments at your company?

10 What are some of the measures you take to prevent conflict at your company?

11 If you were to teach this skill to someone else, what life or work experience can you share to bring this to life?

12 What are effective ways of handling negative feedback?

13 Watch this video and answer the following questions. What are suggestions for handling negative reviews on social media?

14 What can you do to enhance your skills of dealing with negative comments from clients?

15 If you were to teach this skill to someone else, what life or work experience can you share to bring this to life?

16 Imagine that the person in the above image is a client and has approached you. What emotions can you read from her expression and posture?

17 What non-verbal strategy should you use with the client in the illustration above?

18 Watch this video and answer the following question. What are facial expressions of anger?

19 Think of a time you met an angry client and try to remember your non-verbal communication. What could you have done differently to overcome the barriers created by the irate clients?

1 What kind of values do you think people desire in leaders?

2 What happens if we don’t abide by our values?

3 If you were a mentor teaching a leader on how to identify their value system, how would you help them do that?

4 What do you think about the leaders above?

5 Watch the video What is the one characteristic you dislike in a bad leader? Why?

7 If you were a mentor teaching a leader to practice what he preaches, how would you do it?

8 Please have a read and explain why employees face a situation like this

9 What could have been done to prevent this situation?

10 How do you handle crisis that arise at work?

11 What life or professional experience can you offer to bring this skill of managing crisis to life if you were to teach it to someone else?

12 Complete the statements with your own words; make them empowering.

13 Watch the video and answer the question below What were some of the important things you took from the video?

14 What’s the difference between real confidence and fake confidence? Write down some characteristics of confident leaders and insecure leaders. Eg. Open-Minded, Closed minded

16 If you were a mentor teaching this skill of being a confident leader in testing situations, how would you do it?

18 How do you think marathon runners overcome their obstacles? Rearrange the words to get the answer:

19 Write down actions you would take in the following situations as a senior manager. Following are the scenarios

20 Watch the video and answer the question What did you take away from the video?

21 Think of a moment where you powered through a difficult moment in your life. What did you learn from that experience? And what can others learn from you?

22 If you were a mentor teaching this skill to someone else what life or work experience can you share to bring this to life or do you have a creative way to teach this skill to someone else ?

2 How does your team promote partnership building?

3 What are some of the ways your team can enhance partnership building?

4 If you were a mentor teaching this skill to someone else, what creative way can you use to teach it?

1 Think of a variety of commitments people can have in their lives. Share some examples below.

2 How do over-committed people come across? How does having too many commitments affect their work?

3 Watch the video and answer the questions below: Answer the following questions. There is no right or wrong answer here.

5 Imagine one of your friends is stressed because of being overcommitted. How can you guide her in managing commitments? Share some tips based on this lesson.

6 Watch this video and answer the following question. Complete the following sentence. Make sure the first person you manage every day is _________________.

7 Why is it difficult to remain productive in stressful situations?

8 One essential component of self-management is goal setting. How does setting clear goals impact your performance during stressful situations?

9 On a scale of 1 (Poor) to 10 (Excellent) how would you rate yourself on Self-Management? What are some of the ways through which you can increase your self-management skills?

1 What are some strategies for making sound decisions? (A sound decision is one you take after really thinking through all the options and outcomes of the decision)

4 It is human to have biases. Can you describe biases that you tend have in different situations? What are some of the ways you can tackle these biases?

5 What life or professional experience can you offer to bring this skill to life if you were to teach it to someone else?

6 The company KE is having high overhead costs. This is starting to become a critical issue. They are holding a meeting to reach the bottom of this issue. What critical questions can they ask to reach a solution?

7 Think of an issue you are currently facing. Follow the five steps of critical thinking to reach a solution.

8 If you were to teach this skill to someone else, what life or work experience can you share to bring this to life?

9 Now let’s discuss the benefits of time management. List 3-6 benefits of time management.

10 Below is a list of advice on how to manage your time. State why you think they help.

11 How is your time management skill? Which of the tips mentioned earlier can you apply to boost your performance?

12 What life or professional experience can you offer to bring this skill to life if you were to teach it to someone else?

1 Brainstorm qualities of innovative mind-sets

2 Watch the video and answer the following question. How do CMOs foster innovation?

3 Does your company facilitate environments which are conducive to innovation?

4 What changes can be done to create environments which promote innovative mind sets?

5 What life or professional experience can you offer to bring this skill to life if you were to teach it to someone else?

6 What are some of the benefits of design thinking?

8 What life or professional experience can you offer to bring this skill to life if you were to teach it to someone else?

Talk Show Videos

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