I am Ada Fatima Adewale.

A customer came angrily demanding for a refund of NGN11,000 of the Pay TV subscription done. She became angry and verbally abusive that the TV is not displaying any station.

Emotional Intelligence method I applied was 'Self-Regulation'.

I stayed calm to maintain composure under pressure with the aid of breathing strategy.

I humbly explained to the woman but seems my explanation was falling on deaf ears because she was shouting uncontrollably. I picked up my phone and called the customer service and it was confirmed that subscription was successful. However, something already shifted the antenna. We went for the antenna adjustment and it was perfectly fine.

The woman later apologized.

Lesson Learnt:

I learnt not to argue without proof.

Secondly, I learnt to think deeply in resolving matters without exchanging words with an angry or displeased clients.

Thanks to iLearnAfrica

Name: Dr. Austin Alex Emiola

#ilearnafrica #20-daysworkplaceskillschallenge```

I overheard my neighbour's kids running around as usual but I sensed the pace in the running was different. I stood up, look through the window and I was shocked because the younger one was already bleeding. The elder sister had used table spoon to hit his brother's head.

Method applied: Fast Thinking:

I quickly opened my door, checked to ascertain the situation and placed a call through to their parents as I came in and brought out my first aid kit. Shaved the part of the head and stopped the bleeding. Their father came and took over from there to the clinic.

Lesson Learnt:

I learnt that, not all issues can take 'slow thinking' especially when life is involved.

Pictures attached

Thanks to iLearnAfrica

Name: Dr. Austin Alex Emiola

#ilearnafrica #20-daysworkplaceskillschallenge```

There was cancelled flight from my station due bad weather report we all know when you're in such situations everybody around will be in state of emergency, disbelief with your inner self,

At this time I have to make public announcement for all passengers to come at airline check inn counter, I could get some persons full refund while others were persuaded to re-schedule for another flight date with 50% compensation for their next trip within the country,

Thanks

Benjamin Agbogah

#ilearnafrica#20-daysworkplaceskillschallenge

The real skill experience exhibited at work was amazing through our training with ilearn African. Emotional intelligence was practically expressed between my company and a supplier who actually knows the specifications of our supplies but mistakenly supplies substandard materials. I was so furious at my staff and the supplier but when I remembered what was taught on emotional intelligence at work. I was able to calm down to listen to both parties in order to get ta clarification about the supply.

The issue was settled amicably and the was returned without issues

Thank you very much for the impactful knowledge.Ilearn African

Conflict Resolution and Handling difficult situations.

Today, my driver fell out with a company distribution van driver, who was coming from the other side of a very narrow road but refused to stop on getting beside us seeing we had stopped. He instead rained abuses at my driver and proceeded to damage our car as he passed. My driver with a staff rushed after him and broke his side mirror which eventually made him to stop. It resulted in this road rage gone out of control. My anger was already triggered at my damaged car, but l remembered to stay calm and not engage in any physical altercation by not stepping out of the car.

By this time, l knew the issues and the interests of both parties but had to develop a resolution plan before it escalates to physical injuries. So l called my employees told them to stop responding, this made their rage to die down and an elderly man who saw everything came out and asked us to go while he spoke to the other driver and his area boy friends who came for war.

l Learnt that we can broker peace in conflict times just by listening attentively and staying calm in the midst of commotion.

Stella Ngozi Otono

#ilearnafrica.

#20daysworkplaceskillschallenge

I thought developing an entrepreneurial mindset involves cultivating certain key traits and habits. It includes being proactive, resilient in the face of challenges, and always eager to learn. It also means embracing creativity, taking calculated risks, and viewing setbacks as opportunities to grow. Many successful entrepreneurs focus on continuous improvement, adaptability, and maintaining a solution-oriented perspective.

Developing a growth-oriented mindset is a journey that involves several practical steps.

Here are some steps;

1. Set Clear Goals:

2. Embrace Lifelong Learning

3. Practice Resilience

4. Be Proactive:

5.Cultivate Creativity/innovation

6. Take Calculated Risks

7. Maintain a Solution-Oriented Mindset

8. Practice Self-Reflection

It’s all  about seeing possibilities where others see obstacles and being willing to take initiative to make things happen.

Oyindamola Odedeji

#ilearn Africa

#20 -daysworkplaceskillschallenge

Creative Problem Solving.

I went for a business meeting on Thursday to see a Client who has been ghosting us for some time now. He welcomed me in amidst shouting at his estate FM manager, threatening to terminate their contract if they do not straighten up regarding the cleaners they engaged. When he finally settled down, l asked him what the problem was, hoping to be creative about it.

He complained that his estate cleaners were never around, go and come as they please, the FM and his assistant do not inspect their jobs (unsupervised and unmeasured assignments), making the residence complain all the time, some even end up leaving their primary assignment to go clean for the residence for what they can get.

I asked him if they had the modern finger identification attendance clock in device, he said, no.

I knew l had to try and create solution(s) to help solve this problem at least for the benefit of a successful meeting ahead.

So l told him to instruct his FM to get a dedicated cleaners movement register, that will be in his possession and at his absence with his assistant. The cleaners on resumption will have to come to the FM's office to sign in for the day, at mid-day, the FM or assistant knowing their designated cleaning areas will go to them to sign(this will help the FM to carry out their inspections), then lastly at the close of work to sign out.

This will help them to know if the cleaners are at work/ check them at mid-day and make sure they close at when due. Off course, any defaulting cleaner would be paid for only the days worked and if irresponsive, would be changed.

To my surprise, my client was so impressed by my solution that he swung into action immediately. When we were done, he told me not to worry that he will send some businesses our way. The meeting l came for was over.

Today, he called me for two businesses which he will elaborate in his mail.

I learnt that by applying creative problem solving processes to solve problems for others, you are actually sorting out yours and gain customer confidence and respect.

Thank you Ilean Africa.

Stella Ngozi Otono

#ilearnafrica.

#20daysworkplaceskillschallenge.

She twisted thewhole thing and called my own principal concerning the fees charged.

I was summoned by my principal.

I sensed danger from his tone.But immediately i entered his office I read his facial expressions which aligned with my initial dection of danger.

When his opened his mouth to talk i Knew where it was coming from.

I was enraged but suddenly i remembered what I learnt in conflict resolutionsand how to handle difficult situations.

I remained calm and explained everything to him that he was not told is because school is not interested in the prom but graduation and since Prom is the topic here ,it is entirely parents affair.

He took it and decided to inform the other principal to always ask questions before concluding.

Thanks to iLearn Africa because I have exploded.

Ebele Dora Okosa

The company I work for moved to a new location, and this new site is not well developed; it is in a rural area.  So, getting things to eat was not easy, and there were no good restaurants or shops around the area.  My colleagues who moved two days earlier called and reported the challenge, so I saw it as an unexpected challenge.

I applied Reflecting on Your Impact under Problem-Solving Mindset

The next day, while resuming work at the new location, I took it upon myself to provide a solution. I bought some beverages and snacks, eggs, and drinks, and my colleagues bought from me, and they were satisfied, while I leveraged the opportunity to also make money for myself.

Lesson Learnt: That by developing an Entrepreneurial Mindset, one can discover how to transform challenges into exciting opportunities, as we were taught in iLearn Africa’s training.

Name: Mrs. Peace Kootu

#ilearnafrica #20-daysworkplaceskillschallenge

Our front office / quality control officer resigned to further his education at the end of May last month and the office has been struggling to joggle activities with his assignments and of cause customers where already getting upset with the delays on deadlines.

When we had our lecture on the above topic l decided to give it a try by first at work, to make a list of all the chores achieved and the ones left for the next day. When l got home, l sat down and tried to prioritize the work left for the next day, using the Eisenhower matrix method which l found more interesting, considering the urgencies/importance. This helped me to delegate chores that were urgent but not important to other staffs. By the time l got to work the next day with my Time Management Sheet for me and others, it was very easy to complete tasks and hold others accountable for falling short.

Now l noticed some staffs who were consistently behind deadlines and taught them how to ''Time Block'' there activities in order to meet up and they have started catching up now.

We are back in full swing meeting up deadlines with productive outputs and satisfied customers.

I learnt that Time is an important irredeemable resource and well used properly can cure business headaches.

Thank you

Name: Stella Ngozi Otono

#ilearnafrica

#20-daysworkplaceskillschallenge.

Let me tell the story if you can relate.

At 1-2pm on a certain day a young lady came in hurriedly to pick up her laundry in an uber. Paying and leaving, she came back with the same uber to say her item (a long white dress was missing). I was there but did not say anything thinking it was something my front officer would sort out as usual. But her voice rose in enquires and questions that apparently my officer was unable to respond. So l went over to see if l could help.

She explained, this was her first time in my office because her gateman usually drops and picks up her items but that day, he was busy and she decided to do it herself. She insisted that her dress which was brought was not among what she now collected. We went through her invoice to check if it was dropped, but it was not registered in it. So how do we produce what we did not receive?

She became hysterical, went back home with the same uber, brought her gateman, who claimed he dropped it , but was not recorded.

I told her there was no way we can omit one item when her gateman waited patiently to count and collect her invoice.

Immediately l said that she became teary with regret, why she did not bring it herself.

Folks, by this time it was 7.30pm and she was besides herself, complaining that she needed that dress for a meeting the next day, which was why she came to pick it up.

She was begging us to look for it and she took the uber back to check again at home, if she missed it. She came back and explained how she has turned her closet and suitcases upside down to no avail with the gateman still insisting that he brought it.

By this time l felt her pain, this was a young lady trying to make ends meet and feeling frustrated in the process. It took all in her not to break down in tears that day.

Well, l told her to show me how much it was where she bought it online, it was #150,000.00, so l told her, l would send her a #100,000.00 while she bears the rest burden because l was sure her gateman did not come with it but that l understood what she was feeling at that particular moment. (Going up and down with the uber/ she had a meeting later that day, she had missed because of this case, they were actually calling her but she wanted to find her dress.)

She thanked me and promised not to send him again, a promise she has kept since then and is now a loyal customer too.

Now l can put a name to what l felt back then to be, Compassionate Empathy, why?

I felt her pain and was moved to help.

The lecture on The Power of Personal Branding by Mr. Jecil Udezue, made me go through a memory lane of my life; it’s hit me so hard and done on me, that I need a Rebranding of my personal life.

Most of my friends call me Peaceful Peace, but at work, one of our colleagues always refers to me as stubborn, so after this lecture, I tried to reflect on my past and present lifestyles, to see the area I can rebrand.  Yesterday, I approached some of my colleagues to know if I am stubborn, and they were like how? Upon getting this feedback from them, I decided to let go.

But still, there is something I notice about my attitude to food.  Whenever there is a party or celebration of any kind in the office, i will want to take two portions of food or drinks or any edibles, i will take for myself and for my M.D who may not be on seat, as a senior staff or secretary to the M.D, not minding if every other person has gotten or not.    

Yesterday, I had to apply a strong personal rebranding by reinforcing it in my behaviour.

Yesterday a colleagues wife puts to bed a baby boy, he brought some drinks and snacks, for celebration, so i used that opportunity to make a change of who i am, and i took just one portion, even when the cleaner gave me more after i have taken, i rejected and ask her to make sure, every other person has gotten, and that she should give the remining to the security men at the gate, and this made me happy.

Lesson Learnt: We can change, according to Mr. Jecil, understanding the potential reasons behind this can be a first step in addressing the issue and work on it, by starting all over to rebrand by applying the six  Elements of Personal Branding ( what is my values, what Droves me, what is my reputation, what is my conduct, what is my skill set and what is the image that i want people to experience.) And this has brought a huge change in my personality.  Kudos to iLearn Africa’s training.

Name: Mrs. Peace Kootu

#ilearnafrica #20-daysworkplaceskillschallenge

This week ending ,I was given a task to prepare a slide for the graduation ceremony coming up in July and a common enterance script to mark.

Normally ,I would have continued with my slides and postponed the scripts ,but because I already scheduled my task for the day.I marked the script and submitted the score on time.I was applauded for that.

And have gone to do the slides which I have also completed because I gave myself timelime.

I also assigned a dedicated time for checking messages and attending to them

This has really helped me in achieving more without stress.

Ebele Okosa

At work I realized that one of my boss tend to listen to ladies more than the guys, with the knowledge on influence and persuasion I gained from I learn combined with my friendly ability, it becomes Soo easy for me to influence and persuade the ladies on my idea and the in turn convince my boss about using the idea. Thank youu ilearn.

In emotional intelligence, I happen to be someone who when is angry, just want to air my view, state my point and don't care what the outcome might be, but during the training I learnt that emotional intelligence is the ability to control one's anger when angry, so each time I get angry, I just have a flashback of the training and just relax, sometimes, I just smile, or sing, or even just go for a stroll as the case maybe.

In Digital Etiquette and communication, I have been a fan of good communication skills, but this training also help to sharpen my reasoning and now I am always intentional when relating with my boss, or anyone in the digital space and now my communication skills has really improved.

2. Developing Entrepreneurial Mindset – I have been a Career Professional for the past 24 years. I have tried my hands on several businesses that did not do quite well. I have a Business Name but this week, I decided to register a Limited Liability Company to help push my Entrepreneurial dreams.  

Name: Itohowo Okon Awak

#ilearnafrica #20-daysworkplaceskillschallenge

Scenario: Calming a Tense Situation

By

Kogi, Timothy Marcus

Situation: During a bus trip from Abuja to Lafia, a sudden rainstorm causes the driver to become preoccupied, ignoring the passengers' needs. As the bus becomes stuffy, a passenger approaches the driver angrily, using unpleasant words. The driver responds aggressively, insulting the passenger, which escalates the situation.

Emotional Intelligence Skill: Self-Awareness, Empathy, and Effective Communication

My Response: Despite the tense atmosphere, I remain calm and composed, drawing on my emotional intelligence training. I approach the driver and address him in a respectful tone, "Sir, I understand that you might be facing some challenges, but it's essential to communicate with us, your passengers. A simple explanation would have gone a long way in easing our concerns."

Outcome: My calm and empathetic response helps to diffuse the tension. The driver, feeling understood, begins to explain the reason for his actions, and the situation is resolved. The rest of the trip is uneventful, and we arrive in Lafia without further conflict.

Key Takeaways:

1. Remaining calm under pressure: By staying calm, I was able to think clearly and respond effectively.

2. Empathy: Acknowledging the driver's potential challenges helped to reduce tension and create a more constructive dialogue.

3. Effective communication: By framing my response in a respectful and considerate manner, I was able to address the issue without escalating the situation further.