I am a dedicated worker with vast job experience in Front Office , HR Administration, IT Suppprt, Marketing and public relations to market research work. In my current role I did job shadow with colleagues in Brisbane, attended Consular training in London, participated in a regional conference in Bangkok and a regional workshop on Child Protection in Brisbane.
While performing my duties I have developed new skills like empathy and sympathy in managing customer expectations. One particular example of when I have had to use empathy; manage expectations and communicate clearly to a consular customer, was whilst assisting a consu⁸lar customer who was arrested and detained. It was very difficult to establish first contact however after extensive negotiation with local authorities, I was able to speak with the British national over the phone and established rapport with his wife after getting consent. During my phone conversations with both the customer and his wife, I used a model communication model called GEIA model to investigate their needs and expectations. I used active listening and spent a lot of time asking the customer and his wife questions about their situation. I was able to establish customer needed assistance with a few medical concerns/access to medical assistance, access to speak with his lawyer and obtaining permissions for his wife to visit him. In my communications, I managed the customer and his wife’s expectations by clearly outlining from the outset what we can and cannot do and referring them on to more appropriate services when I was unable to help myself within the consular remit. I also assessed the customer’s vulnerability which allowed me to do more for the customer and his wife given the situation. My approach was to establish myself as a supportive point of contact for the customer and his wife by providing them with practical advice and assisting them with enquiries to the local authorities to ensure the customer was receiving proper treatment in line with international standards. I was honest with them when I did not know the answer to their queries and offered to speak with senior colleagues for clarification whereby building a trusting relationship between us. In turn this has led to open lines of communication between myself, the customer, his wife, local authorities and his lawyer. Expectations were more easily managed and I was able to meet their needs with an understanding that I will try as best as I can to assist with their expectations or refer as is appropriate.