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Reema Agrawal
Sales Enablement Lead, LinkedIn
With 18+ years experience in Organisational Development, Reema has worked with Harvard Business School Publishing, Dale Carnegie, Achieve Global, primarily across APAC, Middle East, USA and Europe.
Tricky workplace situation handled
By this mentor in various human skills
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- Disengaged employees, low interest/ participation in activities during team calls, not being able to meet timelines
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- High employee morale is known to increase productivity
- It can have a positive impact on sales
- It creates a less stressful environment
- It boosts employee well being which is known to impact overall health and higher belief in the company thus improving the competitive aspects of your company
- Always promotes innovation
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- Productivity, Performance, Profitability
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- My company is getting quite a success at maintaining the morale of the employees as a lot of effort is getting put into this direction. In the times of Covid, with virtual meetings, calls and wfh getting thrust on people, a lot of reforms have to be undertaken. Empathy towards employees is a big one. Managers talking , interacting and focussing on genuinely understanding the employee and team circumstance is of value. The culture is now moving towards a people first rather than just results first! Communication, especially for global org is changing and needs to be sensitive, culturally , gender wise and inclusive as well. Diversity and Inclusion are 2 main areas of focus to improve employee morale so no one gets left out
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- I have started out as a professional athlete representing India at the Asian games. Had an injury and had to give up sports completely as a 20 year old. From there to move into an academic role, focussing on studies to further my knowledge and top the Mumbai University has been an eventful journey. Life is a surprising us at all levels, understanding and enjoying the adventure is the key. As an Industrial/ organisational psychologist, my basket is full of experiences that have taught me some important lessons. As a mentor it's critical to know how to use these experiences to connect and communicate learning to your mentees. As a mentor I would first listen actively without judgement to the mentees and their issues. It is the only way forward, for me to be able to understand and help the mentee take responsibility for the way ahead.
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- Here is the classic example of selling the product instead of the value. Today customer value will determine the cost customers are ready to pay. The sales team can approach the customer to understand the value they are seeking and go deeper with that rather than sell the product
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- Use the customer value model. Also how to manage the customer without invading their personal spaces; generally questions on the customer budgets, and tone of communication can act as deterrents. One way of re-framing would be to make the sales people go through a quick training on selling value to customers and maintaining personal distance from them
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- reframing the conversation
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- I believe in #alwaysbelearning, I can sell value and ideas quite well. Have been doing that for 15 years successfully so can rate myself on the higher spectrum. Having said that, I keep myself grounded and practice a growth mindset by making sure I am updated and open to practicing newer sales competencies and understanding new approaches like the Value Engagement Methodology for example
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- Experiences from my sales background would be used extensively. Especially the journey towards achieving results. The first step would be to understand the objective and takeway the mentee is looking for and then I would dip[ into my experience for the relevant examples. Also helping sales people with a growth mindset is critical
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- A little confused as the caselet mentions a dress and a bag. First would confirm if the customer is looking for a bag. If she cannot find the bag, a few questions on the description I would check on: 1. What is the objective of buying the bag? What occasion would it be for? 2. Are you looking for any specific colour? What dress are you looking to pair it with? 3. How does the dress look? Any images? If not the exact similar ones would do 4. Any similar size or shape bags you like otherwise? 5. What was the special thing that caught your attention with the bag?
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- Different aspects of the same idea. The process of figuring out a concrete or direct solution to any issue is called Convergent Thinking. This depends a lot on Reflection as a process. Divergent thinking is the process of thinking that explores multiple possible solutions in order to generate creative ideas. It is essentially coming up with new ideas
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- The sandals can be delivered to her personally at a nominal transport charge to her hotel.
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- Problem: Less footfall due to covid Divergent thinking: 1. Have contactless shopping experience using app to pay for the goods 2. Have extra masks and sanitizer stations 3. Reduce number of ales people to help and put boards with directions. 4. Get robots to help with shopping for loyal customers Convergent Thinking: Look at the cost and ROI involved to using Robots compared to people use masks (branded with store details) and sanitizer stations to promote hygiene Cos of app investment for faster and contactless billing
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- Firstly understand the problem in depth. Practice active listening and understand what the mentee is looking to achieve as a result. Then brainstorm using divergent thinking followed by dip into experience and come up with applicable and relevant ideas using convergent thinking
