No PLAGIARISM, Due 0700am centeral time on 11/30/16

Interview One

Explain your approach to maintaining high standards and improving poor performance in a team.

I have what I call the 4-Uns

Unaware

Unable

Unwilling

Unemployed

If you are unaware then that means leadership needs to train, develop, and set clear expectations of what the employee needs to do to be successful.

Unable is a question of has leadership given the employee the tools needed to be successful.

Unwilling is when the employee has had the training and tools, but still refuses to meet expectations.

Unemployed is a byproduct of an employee being unwilling to take the training and tools to meet the expectations. Refusing to make this last step could create a team of mediocrity.

Give me some examples of how you have adapted your own communicating style to deal with different people and situations.

When dealing with a difficult customer, I usually let the customer talk/vent their frustrations without interrupting or arguing. I take that time to try to put myself in their shoes and look at the situation from their perspective. Once I do that I try to be as sympathetic as possible to the customer. I tell the customer that I am sorry and that they are totally correct in being frustrated. This usually calms the customer, I then ask the customer what they think is fair for us to do to make it right. This then puts the ball in their court and relieves me of offering something that is unimportant to the customer. This strategy also hinders me from offending the customer. After the issue has been resolved I thank the customer for informing me of how we failed them because it helps me to prohibit this issue from happening again. I then end the conversation by thanking them for their business.