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Read the following scenario and answer the THREE questions that follow.
Comprehension:
Humane Dynamix is a leadership training organization based in Mumbai. Established in 2015, the organization is gradually becoming a leader in behavioral training. In the organization, trainers are assigned to training projects based on their expertise. Corporates seek behavioral training services on a regular basis, from Humane Dynamix, for upskilling their executives. Humane Dynamix is headed by the Chief Executive Officer (CEO), to whom the Training Assignment Officer (TAO) reports. The TAO position rotates among the senior trainers for a fixed tenure; the CEO assigns this position to a senior trainer.
Companies, desirous of hiring Humane Dynamix, share their training needs with the organization. The TAO assigns a trainer to the client. Typically, the satisfied client requests for a particular trainer that the client is satisfied, giving repeat business to Humane Dynamix from the same client company. However, the TAO takes the final call. Years of training experience plays a big role in client satisfaction, and hence, senior trainers conduct most training programs while the newly recruited trainers apprentice with them. However, the senior trainers have the autonomy to decide on who they want to accept as an apprentice.
Further, during a training program, the senior trainer takes most of the sessions, if not all, while the apprentice helps the senior trainers to organize their sessions, and occasionally take a few
sessions. As the apprentices gain experience, they start getting their own independent projects, but that typically takes quite some time.
Dheeraj, a senior trainer, takes over as the TAO. As soon as he assumes the office, the CEO shares a concern with him: “We have a lot of young trainers who we have recently recruited. Since they are not known to the outside world, they do not get enough opportunities. Many of them are impatient to prove their mettle. Unless they are assigned more programs, we risk losing them rapidly.”
Dheeraj assigned a repeat client of Nandini Hegde, another very senior trainer, to Kirti Gowda, a promising young trainer.
A few days later, the client company reached out to Nandini, off the record, and informed her that they were very unhappy with Kirti’s training. They also shared that Dheeraj, when informed about this, had claimed that the client would appreciate Kirti with more exposure to her training programs.
What BEST can Nandini do to regain the client for herself, without appearing to be against the organization’s focus on providing the young trainers more opportunities?
The correct answer is Option B. This option balances the client’s needs with the organization’s goals of nurturing young trainers. It addresses the client’s dissatisfaction by ensuring Nandini, a senior trainer, oversees future sessions while giving Kirti the opportunity to learn and improve through co-training. This collaborative and constructive approach maintains client trust, supports Kirti’s development, and aligns with Humane Dynamix’s vision.
Option A is wrong as it undermines the organization’s goal of developing young trainers and encourages clients to bypass internal policies. While it might win back the client temporarily, it portrays Nandini as self-serving and could harm teamwork.
Option C is inappropriate as it escalates the issue unnecessarily, reflecting poorly on Nandini and Dheeraj. It shifts responsibility to the client instead of addressing the problem directly, which does not help improve Kirti’s performance or regain client trust effectively.
Option D is counterproductive as it isolates Kirti without offering her a chance to improve. This could demotivate her and conflicts with the organization’s objective of providing opportunities to new trainers while failing to rebuild the client relationship.
Option E is confrontational and risks damaging Nandini’s relationship with Dheeraj. It highlights the issue but fails to propose a solution, leaving the client dissatisfied and Kirti unsupported.
Hence, Option B is the best choice as it tactfully resolves client concerns, supports Kirti’s growth, and aligns with organizational goals, while the other options either fail to address the issue fully or create further challenges.
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