Strengths: - Alaina executes on the strong intro with the client, as well as foreshadows the verification questions. - After the client navigates back to the myql page, Alaina steers the client toward using the Quick Share feature. - While creating his account, she then recommends to the client that he use his email address as the username. - Great execution of the strong close.
Personal Relations: Ms. Martinez worked well with all levels of staff. She practiced cooperation and teamwork and represented the Department in a professional and effective manner. She provided prompt and courteous customer service to participants and promptly responded to inquiries. Her personal appearance and conduct was always professional and courteous.
I received a call from a customer who had dialled the 0345 number to claim benefit instead of dialling the 0800 number. The customer was furious as they had to wait in the queue and were being charged for the call. I immediately identified a problem with the 0345 number. It was allowing customers to press the relevant option to claim, consequently leading to complaints and potential compensation claims to reimburse them give for the cost of the call. To deliver a professional service and to stop the customer incurring further costs, I apologised and empathised with their situation and called them back to complete the claim.
1. I would have gotten off of behind my desk, and greeted the client with a proper handshake. 2. I would have never gotten on my phone. 3.
“When you have developed credibility with your clients, they are confident you will deliver the agreed-on results, including the criteria and standards
His ability to accurately process over 200 invoices in a timely manner shows his level of proficiency and
Strengths: Trevor greets the client politely. From here, he confirms we have the correct email address on the file and provides the client 's username. He does a good job recommending the client attempt to use the password previously created. Prior to ending the call, he is sure to inquire if there are any other
Again, this is part of building a good rapport with the client. Ask-Listen-Solve will help you in your de-escalation
The client could find support from the other clientele and feel that there is a light at the end of the tunnel for recovery. Sometimes after seeing someone else going through the same issue, that client may not feel so
Cisco Systems Inc., Implementing ERP Cisco, incorporated in 1984 by 2 Stanford scientists, was fast growing technology company in the nineties; but its internal IT could not adapt very well to its rapid growth. The UNIX based software system that supported its various functions was more suited for a smaller company. This and other events made the adoption of ERP inevitable for Cisco. What factors had made the difference between success and failure of Cisco ERP project?
Because of my inability to provide a calm and silent environment as part of my interviewing techniques, I missed out on gaining potential relevant information about my client. In the future, I will provide a very calm environment that allows the client to really express their thoughts, feelings, and experiences. I will ask questions one at a time rather than grouping them together, and I will go into the interviews mentally prepared, thus removing any self-perceived awkwardness. I also will learn new interviewing techniques on how make your client feel appropriately validated and emotionally supported. I also need to work on my body language whenever conducting interviews in the future.
Question #6: How can the coach approach assist in the holding of unconditional positive regard for the client? Unconditional positive regard (UPR) was defined in 1957 by psychologist Carl Rogers and is used in client-centered therapy. Practicing UPR regards accepting and respecting others without judgment or evaluation. This approach to UPR works very well with self-determination theory since practicing unconditional positive regard allows for the enhancing of the autonomy. Within relatedness, the coach is not judgmental and is accepting of all the clients positive and negative feelings.
This helped me acknowledge I can be empathic with people in diverse circumstances without being judgemental. I also perceived that I appreciated attempting to help people by provoking their own instincts though solicitous but incisive questioning. I had a tough time with the uncomfortable silences while waiting for a reaction from the coachee, I feel I did not give enough time to the coachee to think about things before I went into other questions. Giving for reflection in the session is portrayed as being vital in coaching by Dembkowski, Eldridge, Hunter (2006, p. 49). “A moment of silence is often helpful for the client to dive into his emotions and think about a specific topic or circumstances.”
Reflection on the 5-Days Journey to Become a Better Listener Throughout the 5-days practice of active listening and basic attending skills in daily conversations, it was easiest for me to practice empathy. I found it easy to perceive the situation through others’ eyes and perspectives in order to capture the accurate meaning when I was nonjudgemental and listened attentively to others. As a result, I was able to develop empathic rapport in which I accurately sensed and understood others’ concerns as well as feelings as compared to when I conversed without empathy, allowing my presumptions to affect my interpretation of others’ meaning due to the need for others to agree with my worldview. Besides that, I was able to practice basic empathy, which is the second level of empathy where I paraphrased
The client need to find solution on their own as they might face the similar difficult situation again in future. Lastly, a balance of emotion should be met. The client might needed the stressful situation to express their feelings on it. As time is a great healer, the client need sufficient time to overcome the difficult situation. Forcing the client out of the difficult situation may eventually worsen the
