Devan Moonsamy 

Customer service training is always needed in the ever-evolving world of retail. Whether your client uses your website and app for purchases or strolls into your store, they will expect impeccable service. 

However, since living through a pandemic it is difficult for both clients and staff to adapt to the world of change. At the ICHAF training institute we talk about how body language has an existing relationship with communication. In order for effective communication to be achieved we must see a combination of verbal and non-verbal communication. Yet now that sales people and customers are wearing masks it is difficult to see the one gesture of body language that is known worldwide to be contagious – smiling.  

Staff are always told to be friendly and hospitable. We also say that this can be done by projecting a smile, shaking our customers hand when we greet them and just engaging in conversation respectfully. Under the Covid-19 survival guideline handshakes are not allowed and wearing a mask is compulsory making it difficult to use the tool of body language to ensure effective communication. 

At the same time, we should acknowledge how there is a need to be aware of social anxiety our customers might have. It has taken many months for customers to change their living habits and start coming out of their homes to reconnect with society. 

This means the few clients that would previously exclusively shop online because of the pandemic are now coming out to malls. The move in the behaviour by clients could be as a result of more people taking the vaccine. But whatever the reason, it looks hopeful for the retail industry. 

Now the real question should improvised customer service training on how to handle clients during a pandemic being administered? 

It must be noted that customers have been cooped up in their homes. Restricting family members and friends visit in the fear of contracting the virus. The anxiety and pressure could have them lacking their common social skills. The moment a customer steps into your store try not to overwhelm them. 

Instead, gradually approach them at an appropriate distance, wearing your mask and informing them that you are available to assist them. If they indicate they are just having a look, give them their space and ask them to call out to you should something catches their eye. 

You might wonder what’s different about this? Nothing at all. But it should be a reminder to our staff to still treat every customer as a potential sale and not as someone browsing to waste our time.

The reality is as much as clients have social anxiety our staff members have also not performed these tasks for a while. A gentle reminder will do good in allowing them to see that their treatment of a customer has an impact on sales. 

We need to restore our customers faith in using our stores as a go to for items. As much as the platform of online is convenient and ever so efficient, it does have its challenges. Customers still want to feel prioritised and an in-store experience allows that. 

It is unacceptable for retail staff to be busy on their phones whilst customers walk around the store without help. As a manager you need to reinstate the interaction policy. Targets must be revised and introduce incentives to motivate staff to reach their targets. 

Online purchase is growing rapidly and the reality is that if we don’t improve in-store experience for customers we run the risk of branches closing down and this ultimately means job loss. 

Customer feedback is essential. Use customer feedback forms to also identify what needs improving in the store. 

As much as we are still under pandemic conditions, we have to acknowledge that people need to survive and many of our retail stores provide jobs for the bread winners of the family. It is for this reason that we need to save the retail industry and we can do this by ensuring training is done to improve customer service. After all customer service has a huge impact on profitability. 

Devan Moonsamy is the CEO of ICHAF Training Institute, a South African TVET College. He is the author of Racism, Classism, Sexism, And The Other ISMs That Divide Us, AND My Leadership Legacy Journal available from the ICHAF Training Institute. 

The ICHAF Training Institute offers SETA-approved training in business skills, computer use, and soft skills. Devan specialises in conflict and diversity management, and regularly conducts seminars on these issues for corporates. To book a seminar with Devan or for other training courses, please use the contact details below.

Tel: 011 262 2461 | 083 303 9159 |

Email: admin@ichaftraining.co.za devan@ichaftraining.co.za | 

Website: www.ichaftraining.co.za |  www.devan-moonsamy.com

Devan Moonsamy 

South Africa continues to move forward with more and more people being vaccinated. As much as there is strides in achieving the herd immunity status, there are also resistance from anti-vaxxers. 

Whether its talking to a colleague whilst waiting for a meeting to begin or even a social distance catch up session at the office, the topic of vaccinations does make its way into the conversation. 

The reality is that companies might soon make it a requirement for employees to be vaccinated at work, especially for those returning to the office. 

What is left to be seen is how will this go down with those who are resisting the Covid-19 vaccine and how will companies accommodate those that refuse to be vaccinated. 

While that decision has company CEOs puzzling around policy change, the staff on the ground might be at the forefront of a conflict around the vaccine conversation. 

Vaxxers and anti-vaxxers will clash as the difference in opinions will potentially cause tension in the work place. Before we head into heated debates, colleague’s leaving WhatsApp groups due to difference in opinions and even giving each other the cold shoulder – we should look at ways to handle the conflict that can arise due to this discussion. 

• The organisations first step to handle this situation would be to take a decision on whether or not vaccinations should be made mandatory for staff in the private sector. Once we establish whether we want to make it mandatory for staff returning to work to be vaccinated, we can then work on a policy to give a guideline to our staff. 

• Once we have a stand on vaccinations and the business, we must then circulate the policy to our staff. They should understand what the organisation has decided and why this decision has been made. 

• In the event that staff members start debating the pros and cons of a vaccination we should have a contingency plan in place. That means HR should be aware of how to handle conflict that arises from this. Managers and supervisors must also receive training on how to manage conflict that can possibly arise from the difference in opinions. 

• As an organisation we must make it clear to all, that there will be zero tolerance to vulgarity, rudeness and disrespectfulness to fellow colleagues around the difference of opinion. Whether someone is for the vaccine or against it, they should be respectful to the views of the other. 

• The workplace should not become a boxing ring to debate the vaccine. Just as we all come from different walks of life, our views and opinions are also influenced by this and should be accepted. 

• Managing conflict caused by difference of opinion around the vaccine can be done by sitting staff down and understanding what allowed the topic to escalate. The important point to remember is that conflict in the workplace can grow and create a hostile working environment if not addressed. Conflict can have an impact on productivity. 

• Conflict in the work place can arise from many unaddressed issues. In order to ensure a smooth flow of work try to address the unresolved conflict. Policies and procedures should be clear and reiterated that even with staff working remotely and, in the office, respect for colleagues must always be upheld.   

This is a whole new chapter for us to work with as we navigate the new normal of being vaccinated. We should have help lines available for staff to feel comfortable to ask questions and address their concerns around the vaccine. Encourage your staff to seek knowledge to enhance their opinion and perhaps also educate themselves on the need to be vaccinated. 

Explain to staff that making vaccines mandatory is not to force people to get vaccinated but rather to enable them to take a step into ensuring they are protected against this deadly virus. 

Devan Moonsamy is the CEO of ICHAF Training Institute, a South African TVET College. He is the author of Racism, Classism, Sexism, And The Other ISMs That Divide Us, AND My Leadership Legacy Journal available from the ICHAF Training Institute. 

The ICHAF Training Institute offers SETA-approved training in business skills, computer use, and soft skills. Devan specialises in conflict and diversity management, and regularly conducts seminars on these issues for corporates. To book a seminar with Devan or for other training courses, please use the contact details below.

Tel: 011 262 2461 | 083 303 9159 |

Email: admin@ichaftraining.co.za devan@ichaftraining.co.za | 

Website: www.ichaftraining.co.za |  www.devan-moonsamy.com

Devan Moonsamy 

Covid-19 has opened a new portal to the way in which employees balance work and personal life. From being able to clock out at exactly 5pm to now checking emails at odd hours because employees work from home, the idea of a work-life balance might seem unachievable. 

Working from home has been deemed as the convenient and perfect opportunity for many but it does not come without its challenges. There are those that deal with this well from making sure that all work is done within a specific time frame to setting deadlines for each task, they seem to have a grip on attaining balance. 

However, there are challenges for those who feel they need to constantly be around the clock checking emails and being on standby in the event of an emergency. This work culture is difficult to move away from. The anxiety that something might go wrong if you are not watching can be the reason why you are unable to find a balance between work and life. 

You might think I’ll check emails when before my morning exercise routine at 5am and think this would show my boss I am dedicated and starting off early. But perhaps this is not getting the response you want. 

Employers don’t need you to be working around the clock. They understand you have families and responsibilities. So, what can you do to try and achieve balance: 

• Start by separating your work and personal life at home. When you are working find a secluded room or corner and perform your tasks. Make it known to all family members in the home that you are locked in and working. 

• Your time management skills must be exercised. If your work day starts at 9 then that means that you prepare yourself as you would for a day at the office. Once you wake up take a shower and have breakfast. Then go to your desk and start the tasks for the day. Take those tea breaks and your lunch break. This is an excellent way to maintain the work life balance. You will continue your work life without having to infringe in your personal life.

•  It might seem like you need to check your emails before bed. But perhaps you should skip this routine. If it is not urgent and you have not received a follow up text with regards to its importance, then perhaps you should skip checking your email during family time. 

• The reality is that work anxiety can cause pressure to your mental health. You might feel overwhelmed and battle to deal with this anxiety of needing to make sure you haven’t left any emails unread. Stop. You need to focus on your mental health. If the pressure of working from home and having to balance both personal and work life is getting to you then you must seek help. 

• The inability to manage work and personal life can lead to a burnout. This will then cause friction with the family members at home and also result in unnecessary conflict. The best way to avoid this is to maintain a work and personal life balance. Prioritise your tasks by the most important first and then go down the list. This enables you to deal with the most urgent tasks first and then address the other issues that were not as urgent.  

Striking a work-life balance is possible even when working from home. Communication and planning are your best friends when planning your work day ahead. 

Devan Moonsamy is the CEO of ICHAF Training Institute, a South African TVET College. He is the author of Racism, Classism, Sexism, And The Other ISMs That Divide Us, AND My Leadership Legacy Journal available from the ICHAF Training Institute. 

The ICHAF Training Institute offers SETA-approved training in business skills, computer use, and soft skills. Devan specialises in conflict and diversity management, and regularly conducts seminars on these issues for corporates. To book a seminar with Devan or for other training courses, please use the contact details below.

Tel: 011 262 2461 | 083 303 9159 |

Email: admin@ichaftraining.co.za devan@ichaftraining.co.za | 

Website: www.ichaftraining.co.za |  www.devan-moonsamy.com

Devan Moonsamy 

Unemployment is still on the rise as more and more people are facing job cuts with companies downsizing as Covid-19 continues to grow. With companies having to let people go, reduce the size of departments and instead of outsourcing suppliers start inhouse work – people have been left with uncertainty around their job situation.

A study done by Statistics South Africa showed that the unemployment rate has increased. But while companies are letting go of people and many individuals unemployed does this mean that they are still jobs available for people to apply for? 

If you have subscribed to any of the online job search portals you would be aware of vacancies the moment they drop as the advert would be emailed to you. The same can be said to individuals who are surfing the web and applying for jobs for long hours. 

The reality is that the wait to hear back from possible employers can be frustrating and demotivating. This will result in you feeling like you are wasting your time and resources. But it’s the only choice we have right now as the job market is not just competitive but inundated with people looking for work. 

So how can we change the way we apply for jobs? 

• First step would be to review your resume. Update the information to include your latest work experience. This also means checking for any errors, spelling mistakes and reference mistakes. Take time to redo the template. A very busy resume does not do good to catch the eye of a potential employer. If you are able to consider a hiring service provider that would give you resume a good upgrade that will make it appealing to potential employers. 

• When applying for a job don’t put all your eggs in one basket. This means not just applying for one job and waiting to get a response. Send your resume to as many vacancies as you can. Set a goal to send your resume out to at least one company a day or at least 10 or 15 by the end of the week. This way you expand the possibilities of getting a job offer soon. With that being said don’t just apply to companies who have a vacancy. Even apply to those who don’t by means of introducing yourself and the skills that you have. 

• Brush up on your interview skills. Chances are working from home has had an impact on the way in which you interact with others. Watch a few YouTube videos for tips or have a mock interview with your spouse of friend. This will help you prepare for a possible interview. But don’t overexert yourself on this. Remember you don’t have to prepare to address a country just a room of possible employees and as much as it is intimidating, it is an opportunity to showcase exactly what you have to offer. 

• When applying for a job be sure to add on your resume or email your digital handles. This will let potential employers know you are open to a skype. Zoom or team’s interview. This is the way forward as companies limit the day-to-day office traffic. By showcasing your tech savvy methods helps to show you readiness to adopt to flexible working environment and the new normal.  

• Networking is key. This is a very important fact that is often not exercised enough. Networking is your best friend when looking for a job. Interacting with friends and colleagues, might be difficult but regular catch-up sessions on WhatsApp and zoom etc might be beneficial to get the word out there in terms of looking for a vacancy. 

Devan Moonsamy is the CEO of ICHAF Training Institute, a South African TVET College. He is the author of Racism, Classism, Sexism, And The Other ISMs That Divide Us, AND My Leadership Legacy Journal available from the ICHAF Training Institute. 

The ICHAF Training Institute offers SETA-approved training in business skills, computer use, and soft skills. Devan specialises in conflict and diversity management, and regularly conducts seminars on these issues for corporates. To book a seminar with Devan or for other training courses, please use the contact details below.

Tel: 011 262 2461 | 083 303 9159 |

Email: admin@ichaftraining.co.za devan@ichaftraining.co.za | 

Website: www.ichaftraining.co.za |  www.devan-moonsamy.com

Devan Moonsamy 

At some point in our lives, we must have dealt with a tough boss. From the part time job at the local supermarket or mall to a high-ranking corporate job, tough bosses are everywhere. 

But working for a tough boss can either be a gateway to better opportunities or a literal nightmare from leading to mental health issues to just a horrifying work experience. 

When we refer to a tough boss, we refer to someone who is assertive and holds people accountable for their responsibilities. There is a difference between a tough boss and someone who is a bully. 

Being a tough boss does not mean having your staff tremble in fear as you walk down the office hall or for them to switch to work mode the moment, they see you. A tough boss is someone that is still firm on following organisation policies while making staff feel valued and understood. 

Research shows that bosses who are tough yet supportive take the role of being a mentor seriously. They direct their attention to getting the employee familiar with how something needs to be done, why it must be done in that specific way and how knowing how it is done will benefit the employee. 

But here’s the thing the age old saying that people don’t leave companies they leave because of bad leaders is true in the case of having a bully for a boss. A toxic tough boss can use bullying tactics to express their authority. They would use phrases like “it’s either my way or the highway”. 

This is not an encouraging attitude. People need to feel that they are valued not that they are in a working environment that is controlled by what seems like a perfectionist. 

Tough bosses feel the need to put pressure for high work performance but the lack of interaction with staff will result in not identifying their challenges over dealing with the work at hand. 

But it is possible to be a tough boss and be fair. Being tough doesn’t mean being rude and arrogant but rather realising your team needs a leader and not a boss who wants to be their friend. 

Here are ways to improve your tough management styles: 

• Instead of cracking the whip on staff that are not performing in the way that is best suited for your company, try to revaluate their strengths and place them on a project that is more suited for their skills. Not everyone can eb client facing and if you see a staff member that has a shortcoming in terms of communication assist them. This doesn’t mean throwing in the deep end but rather giving them the tools to find their way. Initiate training and job shadowing to improve the skills of your staff. 
• Never yell at your staff in front of others. This is humiliating and demotivating. This sort of attack is used by a bully. They have an outburst to affirm their authority. If someone has messed up take them aside and assess the situation. Try to understand what happened and look at what can be done to fix it. The truth is if staff feel they are being mentored they might feel confident to own up to a mistake instead of passing the blame to someone else. 

• People talk. If you are a tough boss word will get around. That means management will be closely watching to see how you manage your team. If you are a tough boss with the potential to guide and mentor you won’t have a high staff turnover. However, if you are a bully in disguise of a tough boss then you are at risk of having a high staff turnover. 

It is essential that you review your operative methods in the office. By having a more strategic management style will aid you in grooming employees to grow in the organisation. A healthy management style can also mean new opportunities for you. 

Devan Moonsamy is the CEO of ICHAF Training Institute, a South African TVET College. He is the author of Racism, Classism, Sexism, And The Other ISMs That Divide Us, AND My Leadership Legacy Journal available from the ICHAF Training Institute. 

The ICHAF Training Institute offers SETA-approved training in business skills, computer use, and soft skills. Devan specialises in conflict and diversity management, and regularly conducts seminars on these issues for corporates. To book a seminar with Devan or for other training courses, please use the contact details below.

Tel: 011 262 2461 | 083 303 9159 |

Email: admin@ichaftraining.co.za devan@ichaftraining.co.za | 

Website: www.ichaftraining.co.za |  www.devan-moonsamy.com