Yustina Saleh

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Yustina Saleh

Chief Product Officer, ProFinda

Yustina strives to connect people with jobs and remove any artificial barrier hindering a person from their dream job for the last 22 years. She is currently Executive Vice President, Research and Analytics at Emsi.

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Tricky workplace situation handled

By this mentor in various human skills

1

Having a diverse team that reflect their market. Ensure a culture of engagement through out the company measured not just by sentiments, but by networks and decision making.

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Yes. I have my own biases that I try to curb. The company I work for has biases that they are confirming every day by their actions.

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Many qualified people are excluded from the deicion making process, and the customer's voice gets lost, causing the product to deteriorate.

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Ask yourself always why you are making a particular decision. Challenge yourself. Listen to the context for an opinion different from yours, and do deep dives into how different POVs exist. Can you prove your bias in data? If not, be aware, and switch your mindset.

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The candidate's answers were vague, the interviewer wants the candidate to elaborate to ensure the candidate is fully aware of what he/she said and are able to elaborate,

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Being more precise may create a negative evaluation, they are trying to avoid the question, if they answer in any way, there will be a negative aspect of the situation, they are trying to hide a specific weakness.

7

Some of it were interviewer caught a glimpse of a good quality in my answer, and is trying to validate, sometimes it is because my answer could mean many things, sometimes it it to see how I react under pressure.

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User STAR method. Even if interviewer doesn't ask, you can always bring a situation you have experienced related to the question, how you dealth with it, what the outcome was. Don't dwel too much on your own experience but the qualitities that the interviewer is asking of you.

1

The first. You can study how other companies deal with the problem, but that would bias you to replicate experiences. Ideation will allow you to put yourself in customers shows and really understand the problem with an eye on possibilities.

2

When you put yourself in customer's shoes you are able to be proactive and always thinking ahead. You will know of a problem before it becomes a complaint.

3

1. Empathize: Understand the need and the problem; 2. Define the problem: what are the needs. Underline ways and activities and Formulate the problem statement. 3. Ideate: Come up with more than idea and get feedback; 4. Prototype, show how that fits in the customer's lives. 5. Test (with users), if it didn't work, go back to ideation.

4

We are always starting with empathy, understanding the needs. We then formulate a problem statement that we verify, make sure we understand their needs before they complain. Then you ideate, and here the customer is having a direct voice in the product. The prototype is created and again tested by real customers, so we already heard the customers needs.

5

Empathy is the most important skill, and with that you can really understand what problem you are trying to solve and why it is a problem. Empathy is number 1.

6

Consistency, ability to compare candidates, less subjective, you are able to evaluate candidate vis-a-vis work tasks and company culture using same questions, you cover all bases.

7

Write down the criteria, what makes a good candidate. Thiese criteria need to be built in a team environment so you cover all needs. This involves technical aspects, situational aspects and behavioral aspects. Divide tasks among people interviewing to write questions.

8

I always do semi structured interview. I mix situational and behavioral questions and I always meausre how the person thinks, how they handle the stress of ambiguity even in the question am asking.

9

I love hypotheticals. And my hypotheticals usually give a solid feel of the day to day job. They are situations that the peers of the candidate go through on a daily bases. This helps me measure key strengths that are important for the job, judgement, decision making, ability to work under ambiguous situations, etc.

10

Show empathy, problem solving, showing customer that they are heard and maintaining an attitude of care.

11

the person will be able to investigate, sometimes the problem can be traced, sometimes it is a perception, and understanding conctext and tracing the problem will allow the rep to provide meaningful answers.

12

All the time. 10.

13

Show empathy. Listen to the complaint, and do your HW. Never make the customer feel unheard, or dismissed. You won't be able to solve every problem, but you can always make the customer feel heard.

Talk Show Videos

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Yustina Saleh

Tricky workplace situation handled

1 How can a business avoid biases to meet customer's needs and achieve company's goals?

2 Can you name any biases in your company?

3 How do these biases impact your company?

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

5 Recruiters often ask probing questions like "I'm not sure what you mean by . . . Could you give me some examples?" or "You stated . . . Could you clarify more on that?" Can you list 2-3 reasons why they do this?

6 Why do interviewees provide vague answers, or take a long time to respond, or demonstrate poor verbal and non-verbal communication?

7 Recall the last time you were asked follow-up questions in an interview. Why were you asked probing questions and what steps could you have taken to improve it? Explain.

8 If you were a recruiter coaching a job seeker on this skill, how would you coach them?

2 How can design thinking prevent customer complaints?

3 Watch the following video and answer the following question. What are the five steps of design thinking?

4 How can design thinking prevent customer complaints at your store?

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 Please watch the video and answer the following question: Mention 2-5 benefits of using a structured interview.

8 Think about a time where you did an unstructured interview. How did it go? What steps could you have taken to change that into a structured intervie

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

10 Please watch this video and answer the following question. What is the goal of allowing the customer to vent during complaints?

11 In what ways can resources help with problem solving?

12 On a scale of 1-10 how often do you employ resources available to you in order to deal with customer issues?

13 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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