Exercise of Steps Ahead (Communication Skills) of Leadership Skills

Exercise

A. Scenario 1

Situation: You are a salesperson dealing with an angry customer returning a defective item.

Answer:

I would remain calm and composed, maintaining a pleasant tone and polite body language. I would listen attentively without interrupting and acknowledge the customer’s concerns sincerely. By keeping eye contact and nodding, I would assure the customer that I am taking their issue seriously. After they finish speaking, I would apologize for the inconvenience and provide an immediate solution—such as a replacement or refund. I would thank them for their patience and assure them that such issues will not occur again. This approach would turn a negative interaction into a positive experience.

B. Scenario 2

Situation: You and a colleague have a disagreement about advertising a product while working under tight deadlines.

Answer:

I would first suggest a short break so that both of us can rest and think clearly. Then, I would discuss the matter calmly, focusing on the common goal rather than personal differences. I would listen to my colleague’s perspective, share my own ideas, and look for a compromise that benefits both of us. I would remind my colleague of the team’s hard work and the importance of meeting deadlines. By cooperating and communicating effectively, we would find a balanced solution and ensure the product’s successful launch.

C. Long Questions

1. What are three leadership skills you would like to develop and why?

Ability to Teach and Mentor: I want to develop the ability to guide and mentor others. Helping colleagues grow provides personal satisfaction and strengthens teamwork.

Problem-Solving: This skill enables leaders to handle challenges calmly and find effective solutions. It helps in making quick, logical, and fair decisions.

Integrity: Integrity means being honest and standing by strong moral values. It builds trust, credibility, and a positive image both personally and professionally.

2. How can you manage your morning routine more effectively to prepare for the day’s classes?

Wake up early and avoid using your phone immediately.

Plan your tasks and pack essentials the night before.

Eat a healthy breakfast and stay hydrated.

Review your schedule and goals for the day.

Spend a few minutes in meditation or exercise to refresh your mind.

Leave home on time to avoid rushing.

Maintain punctuality, organization, and a positive mindset for an effective start to your day.

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