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Puneet Agarwal
GM, IiPM, Indian Oil Corporation
Puneet brings 26 years of experience working with Indian Oil, a premier public sector organisation in India.
Tricky workplace situation handled
By this mentor in various human skills
1
- With adaptive thinking we are able to perform better is stressful situation, we are more agile; we are able to pre-empt and plan better; we are ready for the situation to unfold and we are able to adapt before the situation changes.
2
- We will require a high Adaptability Quotient (AQ) for being able to plan for the future, being agile to change with the situation on ground since we may come across some different and unforeseen circumstances which do not have any precedence or what we have not planned for. Therefore for planning for the same we will have to be tuned in to the environment and read the business symptoms unfolding and predict and project better through latest tolls and techniques.
3
- Pre-empted the ban on certain grades of Plastics Focussed on the Govt. initiatives driving demand for plastics Planned inventory in such a manner that despite the pandemic the plant did not close. For enhancing adaptive skills further we need to be tuned into the business environment; gather Market Intelligence; flex and shift modes etc.
4
- New way to teach this skill is to ask " What if" questions
5
- Leading people from fear to faith. Showing great empathy and giving clear instructions down below so that the chaotic situations can be handled. We must understand that every challenge is also an opportunity and therefore if we are able to convert the challenges into opportunity that would be correct methodology to face the VUCA world.
6
- For being decisive entrepreneurs need to have clarity of thought, courage of conviction , KSA, positivity and a great attitude with cutting edge decision making skills.
7
- I find Mr. Narayanmurthy founder of Infosy's inspiring since he has humble beginnings , he is honest, is passionate about his work and has great people skills
- 8. I need to stop fearing failure. It is Ok to fail but one must have the ability to bounce back which is important.
8
- When I did not succeed in getting through the Indian Administrative Service exam the failure taught me more than any of my successes. I was able to bounce back and since then my resilience levels are high. Surviving in adversity and during challenging times gives us grit , determination and resilience
1
- Tom needs to listen and understand his customers before suggesting solutions. He is suffering from Marketing Myopia and needs to listen aggressively. After understanding the customers and their requirements should Tom analyse and evaluate and then create a solution for his customers for ultimate customers delight
2
- We can enhance our listening skills by focusing, concentrating, listening, seeking clarity, paraphrasing , talking less , not interrupting. Basically we need to be aggressive listeners and seek to understand first and only then seek to be understood.
3
- When I go to a customer and take a subordinate along for teaching him sales. I start by exchanging basic courtesies and then slowly start discussing the business environment. Once I have understood what the customer wants and what will delight him do I give my offer.
4
- YES. Buyers emotions can be read from the facial expressions, movements of the arms and position of the body
5
- No we can read the customers emotions by reading their facial expressions; movement of their arms and their posture i.e. all the non verbal cues called the body language
6
- Once on a visit to a customer with my subordinate I was able to demonstrate that despite the customer saying that he does not want to buy the product through his body language I was able to decipher that he was inclined to buy like he was frequently looking at the product; wanted to know more about the product and his hand movement with palms facing upwards showed that he was receptive to our offer.
7
- Yes, I first listen and try and understand their requirements. I talk less, seek clarifications , paraphrase and then analyse and evaluate their requirements. Once I have understood the requirements of the clients only then I offer them a solution which is best suited for them for ultimate customer delight.
8
- I see whether they are relaxed or tense; in pleasant mode or not; interested or bored; in a hurry or have time; wanting to finish or wanting to engage; facial expressions; facing me or not; enthusiastic or not etc.
1
- Bernard should try and explain his predicament to the top management and tell them of his traits and the work done by him as well as his experience as well as the fact that he has trained Janine for the greater good of the Company. He should make them see reason and review their decision or ask for a better assignment.
2
- Conflict resolution is done by Counselling and incase the person does not improve then punishment. I would ensure that the HR person in each Dept. plays a more stellar role in resolving conflicts in that Dept.
3
- I will go to the individuals in conflict and try and tell them a win win situation rather than a win lose.
4
- Conflict leads to lack of team work, people pulling in different directions , wastage of precious time, ego trips leading to performance problems; people start getting personal and stop thinking of issues . All these lead to poor performance by the company.
1
- Your Goals should be above average; you must have KPIs to achieve the goals and then we must have three key wins written down which we must accomplish every week.
2
- Benefits are we stretch ourselves, keep higher targets , ensure better performance within the timelines.
3
- We all must have short term, medium term and long term goals. These are required so that we are able to achieve the targets set in a time bound , measurable and achievable and sustainable manner
4
- If the goals are too high, we will not be able to achieve leading to demotivation. However, if the Goals are achievable and slightly stretched, then we will give in our best to achieve them. Goals drive us to do better with the activities and KPIs in place.
5
- I always allow my subordinates to set goals and I have my targets. Basis that I am able to judge whether the goals set by the subordinate are SMART or not. I guide them a stretch factor so that they have to go that bit higher to achieve.
