Communicating and influencing

Question 1

Explain a time where you have communicated and influenced?

Answer 1

Situation
Before joining the MOD, I managed a team of dispute and complaint handlers for an IT company.
The team reported any commercial issues or complaint trends to the board of directors.

Task
During a monthly meeting I had with the board, it was requested for our team to examine the increase in the number of complaints.
I reported this back to my team communicating instructions on what I needed for this task.

Action
The action I took was to organise a team meeting and requested for data trends to be analysed.
In any meeting I had with my team I always created an open space for discussion and allowed for a transparent discussion.
I decided with my team to delegate tasks to each member which took into account their strengths to look in-depth at customer dis-satisfaction.
By engaging with my team collectively rather than individually I was able to inspire enthusiasm in the task and communicated the needs for the business.
I had taken my team’s needs into account by ensuring I communicated clearly and in-depth as one of my team members had reasonable adjustments in place, which impacted their ability to understand instructions given.

Result
The result of this task was my team were able to evidently show that our increase in complaints were caused by lack of availability in IT support callers and the speed in resolving the query.
I found that choosing to include my team on this task influenced the findings as they were empowered to influence the outcome of the task.
Looking back on the action I took I would have organised the team meeting in person as this would have allowed me to be more engaging and communicate more effectively.

Question 2

What was the situation in your communicating and influencing example

Answer 2

Situation
Before joining the MOD, I managed a team of dispute and complaint handlers for an IT company.
The team reported any commercial issues or complaint trends to the board of directors.

Question 3

What was the task in your communicating and influencing example

Answer 3

Task
During a monthly meeting I had with the board, it was requested for our team to examine the increase in the number of complaints.

I reported this back to my team communicating instructions on what I needed for this task.

Question 4

what was the action taken in your

Answer 4

Action
The action I took was to organise a team meeting and requested for data trends to be analysed.

In any meeting I had with my team I always created an open space for discussion and allowed for a transparent discussion.
I decided with my team to delegate tasks to each member which took into account their strengths to look in-depth at customer dis-satisfaction.

By engaging with my team collectively rather than individually I was able to inspire enthusiasm in the task and communicated the needs for the business.

I had taken my team’s needs into account by ensuring I communicated clearly and in-depth as one of my team members had reasonable adjustments in place, which impacted their ability to understand instructions given.

Question 5

what the result of your communicating and influencing example

Answer 5

Result
The result of this task was my team were able to evidently show that our increase in complaints were caused by lack of availability in IT support callers and the speed in resolving the query.

I found that choosing to include my team on this task influenced the findings as they were empowered to influence the outcome of the task.

Looking back on the action I took I would have organised the team meeting in person as this would have allowed me to be more engaging and communicate more effectively.