Name a time when you have influenced a group of people? / Different Opinions
At vodafone, Our manager decided to introduce a new procedure for logging customer enquiries for phone repairs. This involved entering each contact into a new customer database system. My colleagues initially believed that this would cause them extra work and were resistant to using the new system. However, I believed it would be more beneficial
I led a team meeting explaining the reasons for the decision to implement a new customer database system and its benefit to the business. I demonstrated the system and showed how it would ultimately save time and provide better service to our customers. A few benefits that I raised, were, using this new system would no longer require us to store paper work into the cabinates which would not only be more enviiromental friendly, we would be more organised and also if a customer lost their copy of the paper work, we wouldn’t have to dig around trying to find it. Everything was now online although logging it in was slighlter longer, it made things easier in the long run.
Because I was able to provide a persuasive argument for the long-term benefit of the system, it helped gain acceptance amongst colleagues and they agreed, at my suggestion, to a trial period to test the benefits.
Within six weeks the system was fully operational and I was commended by my manager for addressing a barrier to change and helping to influence a cultural change amongst front line staff.
Dealing with Conflict: CO WORKER
Everyone has to deal with conflict at some point. I have found that when there is conflict it helps to try and put yourself in the other person’s shoes and understand their perspective. It is important to ask questions and listen to their point of view. If you know what their interpretation of the situation is, then it is easier to work out a solution
I dealt with conflict with another person by using effective communication. During my time at Vodafone, I worked alongside a teammate who was not interested in pull his weight in order for us to meet our monthly bonus by selling the top tier packages. This was creating conflict in the work place. After I saw them consistently not doing their part, I decided to pull them aside and talk to them, not in front of the team because I did not want them to feel at defense. I kindly let them know that they were not completing their tasks and that it was creating a problem for the team. It appeared that this team member was having personal problems. After understanding and talking about if for a couple of minutes, he appreciated my perspective and I appreciated his situation. He thanked me for taking the initiative to letting him vent about his situation. That short conversation developed a trust factor. We both understood each others perspectives and I know longer had to worry about him missing sales opportunites.
Dealing with Conflict: University
I remember in first year, I had disagreement with one of my professors over the wording of a question on our family law exams. I think it was something about the right of custody of a child if their parent dies but it wasn’t made clear whos rights should we have analysed, the mother or father, which was missed by several members of the class due to the ambiguity. I brought it up to the professor privately and personally, but he was dismissive of my request. After discussing it with several classmates, we went to him together to discuss it further.
At that point, he agreed that there was a level of ambiguity in the question, but still would not change the grade of the test. However, he did appreciate us bringing it to his attention and gave us the opportunity to work on a separate project for extra credit to make up for the shortfall on the test. This was an optional method and not a lot of class mates wanted to do the extra work, however I was determied to better my grade We completed the extra credit and we were all happy with the end result. It wasn’t necessarily the solution we were seeking, but it was a compromise that was acceptable.
Dealng with Conflict: Manager
While I was working at Sky, the call centre, my manager went on a holiday break and we had a new supervisor looking after us from the completely different department as we were short on staff. She understood the roles and procedures however she gave me less feedback than I was used to, which made it hard for me to meet her expectations.
We had a few disagreements because each of us misunderstood what the other one wanted. An example, I remember was the duration of each call. She was from the online broadband techniqual support, where, there methods are a little different. they approach every website enquiery with the main objective being getting the problem fixed in the least amount of time possible and moving on to the next user waiting online. I can understand why that would be beneficial, if she was aiming to prevent long hold times for consumers. However, I felt my style was more suited to billing calls. I wanted to build rapport with them, I feel its important to let the consumer know you are doing all you can and empathise with their situation if they are having any set backs when it came to their bills. Wheras she wanted the problem to resolved asap.
In order to prevent further disagreemnts, I asked if she could meet with me to discuss our own methods and devise a solution where we both would be happy and ultametly make the experience for the callers much better. I managed to persude her that making the customer feel like a person and not just a number will not only improve our CSATS but they will be more incline to call or refer their friends and family.
Once we were on the same page, we worked together successfully for those two weeks. Now, when I begin working with a new manager, I take time to discuss our styles and expectations. She now implements this strategy at the broadband tech side.
Have you worked in a group where you had to motivate the group and how did you do it?
Working on employment law debate. Team members began to feel that the project was not moving, I held a meeting, and told everyone to speak openly about their issues. And then we worked to create effective solutions to the issues. I then reitereated the benefits of completing the project, and tried to create a better working atmosphere within the group by building personal relationships. This helped to create a better work ethic, and the group were motivated afterwards.