Earn Trust Flashcards
Core behaviors of Earn Trust
- We communicate openly, honestly, and transparently with each other.
- We support our own ideas and opinions with facts, data, and a display of high judgment.
- We hold ourselves mutually accountable and follow through on our commitments.
Provide an example of a time when you had to influence your peer on an idea who was resistant. How did you influence and what was the outcome?
Situation: During a discussion in the team chat, there was resistance from a peer regarding a team policy regarding resellers.
Action: I took the initiative to pull up the Standard Operating Procedures (SOPs) and previous guidance provided by leadership. I presented this information to my peer, highlighting the rationale and behind the policy.
Result: My peer was satisfied with the evidence and reasoning presented. They understood the importance of the policy and its alignment with the goals of our team. As a result, they became more open to the idea and ultimately supported the implementation of the policy. This led to improved adherence to the policy and better outcomes for our team.
Describe a time when you disagreed with the thought process of a more senior leader. How were you effec-tively able to get your point across? What was the outcome?
Situation: As a customer service email team agent, I received feedback from my manager that I hadn’t addressed a customer’s concern, I read through the email thread and discovered that the customer’s original concern was addressed by the previous agent in the email thread.
Action: I respectfully approached my manager and explained the situation.
Outcome: My manager acknowledged their oversight and appreciated my attention to detail. The outcome was a positive one, as my manager recognized my attention to detail. The conversation strengthened our working relationship and fostered a sense of trust and open communication between us.
What approaches do you use to work with teams and internal partners to build rapport, earn trust, and main-tain healthy working partnerships? Please provide an example of a time these approaches worked and a time they failed.
Approach: To build rapport, earn trust, and maintain healthy working partnerships, I believe in being positive, respectful, and attentive to the needs of teams and internal partners.
Example of Success: When I worked at Starbucks, I was promoted to a leadership role ahead of a few higher tenured employees, I made a conscious effort to maintain a positive and supportive environment. I treated them with respect and acknowledged their hard work, fostering open communication and transparency. Over time, they recognized my dedication and leadership skills, and we developed a healthy working relationship.
Example of Failure: During a Zoom training session for helpers on the fraud specialist team, I tried to create a friendly and engaging atmosphere by asking about their days. However, initially, there was silence and blank stares, making the situation awkward. Despite the initial setback, I persisted with a positive attitude, encouraged participation, and eventually, people lightened up and started to contribute to the discussion.
In both cases, I learned the importance of maintaining a positive and respectful approach, even in challenging situations. It may take time for some individuals to warm up, I Myself am one of those people. but by consistently demonstrating a supportive and respectful attitude, I was able to build rapport and establish healthier working partnerships.
When working with a team member who may be difficult to collaborate with, how do you approach them to garner the best working relationship? Please provide an example.
During my time as a barista at Starbucks, I encountered a challenging situation when I had to work closely with very gruff and direct shift leader. She was like the Gordan Ramsay of Starbucks, and people had been known to quit on her shift. Initially, it was uncomfortable as her approach was seemed very cold. However, I soon realized her exceptional work ethic and her ability to run the floor flawlessly.
I made an effort to initiate conversations, seeking advice and guidance from her. I showed genuine interest in learning from her and acknowledged her contributions.
Result: Over time, a mutual respect and understanding developed between us. She became my mentor, providing valuable insights and support. I also advocated for her to other team members, emphasizing her expertise and the positive impact she had on the stores reputation.
Through this experience, I learned the importance of looking beyond initial impressions and finding common ground with difficult team members. By showing genuine interest and respect for their expertise, I was able to foster a positive and collaborative working relationship.
Describe a time when you needed to repair trust that had been lost among a team member, colleague, or leader?
Tell me about a time you received feedback that you did not agree with. What was the feedback and how did you handle it?
As a customer service email team agent, there was a time when I received feedback from my lead that I didn’t quite agree with. They mentioned that I hadn’t addressed one of the customer’s concerns, which resulted in a deduction of points from my performance score for that incident.
When I heard this feedback, I took a moment to review the email thread and think about the situation. As I went through the emails, I realized that the agent who handled the customer’s initial inquiry had already addressed the specific concern my lead mentioned.
I approached them in a respectful manner and said, “Hey, I appreciate the feedback you gave me, but I noticed that the issue the customer raised was actually addressed earlier in the email thread by the previous agent, and I didn’t feel the need to go over it again.”
I pointed out the specific parts of the email where the concern was addressed and made sure my lead knew that I was committed to addressing all customer inquiries completely.
My lead took the time to review the email thread again and realized the oversight in her initial evaluation. She appreciated me bringing it to their attention and quickly revised the feedback given previously.
This experience taught me the importance of clear communication and speaking up when you believe there’s been a misunderstanding. It also reinforced the value of maintaining a positive and cooperative attitude when discussing feedback with supervisors. Ultimately, it helped ensure fairness and accuracy in performance evaluations.
So, in the end, we were able to resolve the situation by discussing it openly and clarifying any misunderstandings.
Provide an example when you have had to deliver constructive feedback to a peer or leader. How did you give it? What was the outcome?
Situation: During my training as a CS fraud specialist, I observed that a peer was struggling with effectively handling complex fraud cases.
Task: I needed to provide constructive feedback to help them improve their performance.
Action: An extra training session was scheduled due because the team member wasn’t feeling confident in their ability to meet expectations in terms of metrics. I approached her with a supportive and empathetic tone. I shared specific examples of situations where their approach might lead to suboptimal outcomes. I actively listened to their perspective and challenges, and offered guidance on enhancing their analytical skills, and utilizing available resources
Result: My peer appreciated the open and supportive approach and acknowledged the areas for improvement. They were grateful for the guidance and resources provided.
What steps have you taken in the past to build trust immediately upon joining a new organization with direct teams and cross functionally?
Walk me through a time where a peer was letting you or the rest of the team down. How did you handle the situation?
Tell me about a time you made a misstep or mistake on a project and how you worked to maintain stakehold-er confidence.
Walk me through a time where a colleague approached you on missing a commitment.
Situation: My manager approached me for missing an outbound call on an account.
Action: I Acknowledged feedback, and expressed gratitude, and took ownership. I reflected on the situation and identified areas of improvement for myself and Assured my manager of my commitment to be more diligent in the future.
After meeting I read through team resources to strengthen or refresh my understanding of team processes and I prioritized outbound calls to better meet expectations
