New Blog

Sorry I have been really quiet on the blog post front over the last two months. I became inundated with work which was not good for my health in the slightest. I have now finished up with that last employer and after spending two days at home catching up on sleep and housework, I am feeling rather revitalised, and have embarked on the journey of working for myself again doing what I love: teaching and inspiring jobseekers and encouraging people to gain necessary skills.

I'm pleased to report that I am already starting to pick up contract work as a Typist, Resume Writer and Contract Vocational Trainer.

The most page views on this website have been in relation to my book and product reviews, and any time I relate things to Harry Potter.  But the pages that are most returned to are the ones where I share my knowledge and insights for job seekers.  And this got me thinking...

I've accumulated a lot of valuable knowledge about resumes and job searching over the last ten years, so, I decided to create a blog which I have entitled Char Mesan Job Coaching to help people with their job search.  Let's face it, people will always be looking for work at some point in their lives, and not being experts, often make all manner of mistakes trying to figure things out on their own - many times getting things wrong which stops them gaining work.  I've only just created the blog yesterday, and some of its pages are still under construction, but if you want to check it out, you can find the blog here.

Update 25 August 2013.  I have just written my first real post for the Char Mesan Job Coaching blog.  You can check out my post "3 Application Mistakes Job Seekers must avoid".

Magically Yours

Today I applied for a job with a business in the building industry which had the word 'Magic' as part of the business name.

Now, I know I am a professional Employment Consultant and that in doing what I just did I have probably just broken every good rule in how to apply for a job, but because I have always been inspired by magic in this application I went a bit 'whimsical': In my cover letter I wrote "I would love to cast my office administration spell"  and later signed off as "Magically Yours" instead of "Yours faithfully."

And you know what, I don't care that I broke the rules:  I'm hoping that by showing my lighter side, and connecting with their business name I have set myself apart in a good way -- though I am aware that I could also have come off as being a bit of a nut case too.

I'll let you know if my being magically inspired to apply for the job with a magical name turns out to grant the first of a possible three wishes situation: to get an invitation to attend an interview.

I'm hoping that this role is 'meant to be.' Wish me luck!

A Jobsearch Coach vision and plan: Step One now completed.

Last weekend I created quite a few motivation posters for the jobsearch centre, to encourage and inspire my clients to break out of their jobsearch ruts and regain enthusiasm and drive to make their employment goals a reality. My aim was to introduce a bit of colour and positivity to the bland room. (You can read my post about this here).

Knowing the 'big wig' manager that I work with (and turn to when my immediate site manager is unable to help me and of whom I have a great relationship in amongst all the poor ones) was on site for a full week, I took my finished posters in to work with me on Monday, and in a private meeting shared with my plans and vision for changes to the jobsearch centre. I was pleased to receive the go ahead to 'redecorate' the jobsearch centre on Friday afternoon during clean up (the earliest possible free time any of us might have; and actually instead of me doing clean up because this was a sort of clean up in its own right) and, actually, was then ordered that my proposed changes must occur all thanks to my very convincing argument as to why changes need to be implemented and the ideas I was offering as solutions addressing each and every multiple problem raised.

So all week the two of us kept the plan a secret -- she didn't want anyone else knowing what we had up my sleeve until it was happening -- and I got through a very tough, extremely tiring week because I had this 'dream finally being realised' changes upcoming to see me through.

What I didn't know was, the 'big wig' manager discussed my intentions with Head Office and all the other 'big wigs' (there are plenty of them, sometimes it feels like there is more managers overseeing the staff than there is actual workers). Each of them, apparently, became excited by what I was going to do, and they all then came up with additional ideas... and developed plans that the second jobsearch centre and other sites should probably do something as motivating and inspiring too.  So, they made purchases and gave the receptionists some 'craft' work to complete in addition to their usual duties.

Friday afternoon arrives, my direct newbie colleague, the big wig and myself set to task of recreating the jobsearch centre while the other semi-related team staff did the standard clean up of vacuuming and cleaning of the office (company is still skinflint and won't hire commercial cleaners, buy hey if they want to have their higher paid staff doing work that can be done a whole lot cheaper in the big picture situation then so be it).  Big wig manager proudly and excitedly (but ignorantly) tells me of the 'alterations' to my vision that Head Office have come up with -- completely undermining the underlying reasons for why I wanted some specific changes to be made.

Instead of getting upset, I just said 'no' and explained this was MY idea, MY vision and none of what the changes they are proposing are in keeping with what I am trying to achieve, so no, we are not implementing those changes.  Not until MY vision is up on the wall for everyone to see and understand. (Think of an artist - they've just painted a masterpiece painting, and then the gallery owner starts giving suggestions on making alterations -- let's just politely say that such 'suggestions' don't go down well and call it at that.)  I have to say, I don't think my big wig manager expected to hear 'no' to the head office ideas -- but she indulged me.

Once the room was completed, I'm happy to report, non of the alterations from my original plan were re-suggested or insisted upon -- biggest smiling face here!

And the feedback was fantastic!  I, like most people want to receive praise for a job well done, so was happy when each staff member saw the rearrangement of tables and chairs, the new noticeboards and inspirational quote posters. Suddenly, staff that had been miserable all week, were suddenly happy and enthused to come up with changes 'like this' for the other jobsearch centre that they are in charge of, suddenly, they are talking about new and fresh ways of helping their clients 'starting next week' when they clients will discover their new jobsearch centre.  None of the other team staff want THEIR jobseeker clients to remain miserable in that jobsearch room while OUR clients get to feel so positive and inspired.

Other managers 'dropped in' to our site unexpectedly - having heard about the planned changes and wanting to come in and see what has been done so they could then add their own suggestions on how to make it even better - only to walk around the room, read each of the quote posters, and voice their approval of the new look and feel of the room, and then tell me 'you've done a great job, well done'.

The phrases that were tossed about within their positive feedback that has made my day, included: 'it looks really inviting', 'it looks really professional', 'it is subtly powerful and positively motivating', 'wow, I love this quote', 'oh, that quote is so true'... and the best feedback of all: 'if I were a jobseeker, I would like coming to this room now; I'd feel like success is about to happen'.

And the next good thing that came from this is that the big wig manager has now also approved of me introducing new rules for my clients to follow - changes that I have asked previously, but never been given permission to carry out, such as introducing a no food and drink (except bottled water) policy -- I am an Employment Consultant / Case Manager / Jobsearch Trainer Coach Mentor, not a clean up after you mother.

I can't hardly wait for Monday to arrive; I'm really looking forward to seeing the reaction of some of my long term clients.  Some of the complaints that they have been making to me, they will finally see that they have been really listened to and fought for.  I hope they become as enthused as the staff became (which I wasn't expecting, by the way, but for which I am extra pleased with myself about).

I have always felt like I was making a difference with my clients since I started working in this industry... but this one change has already made me feel like some of the 'shadow side' to this industry is worth all the anger, frustration and heartache.  Here's to next week being a really great one!

(PS. Sorry I can't put up photos to show how good it all looks).

Update.  My jobseeker clients liked the changes to the walls, but as half-expected were none too keen with the new rules implemented. All the clients are competing to help each other out by finding jobs that they can't apply for and let others know about it - so this part has been an instant success.  The Tuesday Thursday group have already got interviews up on the wall, so I am disappointed with my group not having any, but as soon as I get just one client telling me they have an interview, I am going to make a huge fuss about it in front of the rest of that group so they can catch on that it is a good thing.

My offsider and I were called into a meeting with the manager on Thursday and congratulated - both my offsider and I nearly fell over with being told we are doing something right (the company just doesn't ever see the good in their staff usually, only the bad) - and I am not surprised that because of the success and inspiration that has occurred in our site, management is now implementing the new jobsearch centre rules across all sites.

A Jobsearch Coach with a (motivation) Vision, and a Plan!

Today I have spent my morning voluntarily assisting a visually impaired former colleague complete a handwritten application form and typed up an electronic document. The good side of helping someone else out, is that I not only have a sense of pride in being able to help someone else, but knowing that my assistance is appreciated.

I was treated to a wonderful (normal for them but gourmet for me) home cooked traditional Singaporean lunch - which was absolutely delicious.  I hope I'll get an invitation to have lunch with this lovely family again one day soon.  It is so encouraging and delightful to see a functioning family unit in a environment where dysfunction is the norm.

Now that I'm home again, I'm ready to crack open my office supplies shopping bag following stopping in and purchasing a few items to create some motivational posters and colour for my work job search room - my new mission. My issues with management are still continuing, and my employer would never provide the money for me to do this, and my employer doesn't really deserve to have me doing this especially while they are being so vile, but I care about my long term job seekers.  I want them to shake out of their 'got to attend jobsearch' doldrums and instead become enthused and motivated to achieve their work goals - and I will do my best to help them get there.

So... the plan is.  I've now printed off about 35 A4 sheets of paper in 'landscape' mode, containing various job search related motivational quotes (all properly cited), which I am colouring the edges with highlighters (I'm now halfway done), and will soon be laminating (to keep the posters looking fresh for as long as possible).  And next Friday - which is Admin day, and also the last day of the month - I don't care what management say, I am ripping down all the boring tatty posters in the bland and boring jobsearch centre and sticking up my posters ready for the following Monday in a brand new month; at least one motivation poster in front of every computer and jobseeker phone, and anywhere else in every key visual areas for when clients enter and leave MY jobsearch centre (okay, it is used by all the other consultants, but I'm making it a reflection of me, I'm taking ownership!).

Next to the large whiteboard used for training, I am going to put up colourful cardboard posters, as the basis for implementing a couple of Recognition Boards... A client finds a job? Woohoo; well now instead of just saying congratulations to the person, we will recognise their great achievement for all to see; that clients name will be added to the poster, "Congratulations - Got the Job!". Someone gets an interview, which could lead to a job, they too should be recognised: they will now get their name added to the, "Congratulations - Got an Interview!" poster - once I've created them, that is.

But my most brilliant idea (well, I'm arrogantly proud enough to think the idea is brilliant) is that I am going to introduce a "Networking: I found a job opportunity that I can't follow, but maybe you would like to" poster where any client who finds a vacancy they can't pursue can write up on the poster so that other clients might be get to follow that opportunity...  I mean, last weekend I wrote about how clients don't use their network properly - and that is true - but rather than whinge about it, or criticise them for not doing so (which is my current management's style that I don't like and will not follow no matter how many written warnings they threaten to issue me) I am going to instead TEACH clients and encourage them to use their network more.

And to get the ball rolling, I am using my own money to buy something - I don't know what yet - as an incentive for my clients to change their tired and well tried uninspired jobsearch techniques and try the things that work.  I'm thinking a prize to the person who gains the most interviews in a month from undertaking cold calling during their jobsearch session is how they will earn a spot of having their name on the poster.

I just don't know what to buy as a gift - it is going to come out of my pocket not the companies - and I want it to be something useful and meaningful to the jobseeker (I know gaining a job should be its own reward, but some people are just so caught in their own rut they just can't seem to break free even though they would like to). I am thinking $25 will buy something decent without breaking the budget.

So, if you have any ideas or suggestions for what I could purchase, please use the comments section below, or the contact me page; think, what would I like to receive as a small gift if I was unemployed and looking for work.

And, if you would like to assist me help people to gain confidence and enthusiasm and have a few dollars to spare, then please donate - just make sure when you donate that you write "Jobsearch Prize" so I know that is how you want me to allocate the donation! And if you would like to financially assist then thank you very much, I welcome your assistance.

I'll update after Friday 31 May to let you know how the jobseekers reacted to the new posters, colour and incentives.

Update: 26/5.  Here are a handful of the Quote Posters that I created.  They are printed on A4 paper, with highlighter colour around the edges, and then laminated.  I have 38 in total.

Colourful Quote Posters

Jobseeker Skills: Accessing the Hidden Job Market

In a slightly related to yesterday's post about delusional management, one of the key problems for me is that I understand the necessity to access the hidden job market - but can't because I am office  bound, which is making it hard for me to find an alternative position. By the time I am not in business hours, the businesses for which I would want to approach are all closed too, and I'm not allowed to make personal calls during business hours either.

As much as I hate my current employer, I still very much love what I do for work though - helping unemployed clients develop skills and confidence to gain work.

On Monday, I will be teaching my clients about the hidden job market, in the hopes that more of them will start seeing the benefits that gaining referrals, networking and undertaking cold calling will improve their chances of gaining work more quickly than their current vacancy hunting job search methodology.

For those of you who don't understand the hidden job market, here are a few basics:

The Open job market is where employers job vacancies are advertised to the public - in newspapers, in online job boards such as Seek, Career One, My Career etc. Employers go where the job seekers will go, to ensure their vacancy is found to give them the best chance of filling it.  The more common the role, the higher the number of applicants the business will receive, so more likely the right candidate will be found (eventually).

The Hidden job market is where employers job vacancies are not advertised to the public. There are many reasons why the business doesn't advertise including: job seekers are always dropping their resumes in to the business so they already have plenty of candidates to choose from; the business is undergoing growth and needs new staff but no duties or position has actually been created yet; an employee is retiring later in the year and the employer is considering finding a replacement before they actually go; some small businesses owners are actually intimidated by the recruiting process so put it off; to name a few reasons. According to many large career coaching organisations and government departments in Australia (and America), the hidden job market is sizably larger than the open job market, with most suggesting that at any one time the hidden job market lies between 60 and 80% of the total available job market. That's huge!

Don't believe it? Have you ever gained a job without applying for the role? (I know I have, at least twice that I can think of.) If you have, then you have experienced accessing the hidden job market already! It is surprising, when I ask clients if they have ever gained a job that wasn't advertised nearly everyone in the group has two or three examples within their history too.  And how they gained access to the hidden job market (even though they didn't recognise that this is what they had done) generally falls into one of three ways:  networking, gaining referrals, or cold calling.


The best way for me to tell you about networking, gaining referrals and cold calling is to provide you with an example of how I gained a temporary part time job in the printing industry even though I had no experience or interest in doing that type of work...

Back when my children were young, and I was still married to my ex-husband, money became a little tight and we needed me to earn some part time cash without me having to put our three children in expensive childcare (which defeated the purpose of why I would be working) so we could cover the car rego when it came due in three months. 

I tried to find part time positions during the day, but didn't find much suitable, and when the work was suitable I was unsuccessful in getting the role. 

I told (complained to) a friend about my need to find some part time work (networking) and mentioned that I needed to find an after hours job like she had recently found, and she immediately got excited and told me her boss needed someone extra for about two hours per night, two or three nights per week and had not been able to find anyone willing to work  7 pm to 9 pm as needed for months. My friend told me she would get off the phone and talk to her boss to let him know I was looking for those hours, and see if he would like to meet me (referral).  He did. She rang back twenty minutes later and asked me to come at 7pm that night to meet him. The next night I started six months of part time employment working in the printing factory manually collating 30 piles of printed pages into booklets, while my friend did her printing and binding work. It was just us working together, and we were allowed to turn music on and chat while we worked, as long as we worked, which we did.

This wonderful little role got my husband and I through our tough period and then got us ahead a bit too, so when the role came to an end after six months, it was nothing to worry about. I no longer needed to work, and we had enough savings to see us through any unexpected bills.

Now, I'd like to point out that when I gained that job, I did not have any printing industry experience.  The employer only needed someone to manually collate printed materials to become bound booklets. It was not hard work; it did not require any skill; five minutes of training, and anyone could do the work.  I got the job because I wanted those horrible hours that nobody else wanted. And that is the benefit of being referred to a vacancy - the employer needed someone who would reliably show up at 7 pm and collate the piles manually. I only wanted to work a couple of hours per week in the evenings and didn't care what type of work I performed (so long as it was legal and ethical), so my husband was home to mind our children. I didn't need to have experience in that type of work because I was referred (and accepted) for when the work would be done - that was the basis of my being hired, not my capabilities.


So, as you can see, referrals are when someone refers another person to the vacancy - a warm lead, and networking is when you build and maintain relationships for mutual benefit. In my example above, I made contact with a person in my 'circle' (my friend) who connected with a person that was in her circle but not mine (her employer), which brought the employer and my own self into each others circle. The employer benefited: he gained an employee who reliably turned up for the two to three shifts each week. I benefited: I gained enough part time hours that suited my availability and was paid enough to meet my bills and then save.  My friend benefited: she gained the much needed help she needed at work, and we maintained our ongoing friendship.

Now, for readers of my blog, I've already shared how a fellow classmate approached me to work in his business in a previous post - so that post and situation is an example of networking in action.  I wasn't looking for a job when he approached me with a job offer. The employer benefited: he gained an employee who could do the work.  I benefited: I didn't need to work, so was able to work hours and days that best suited me.

In my experience as an Employment Consultant, too many job seekers spend their job searching time
applying for advertised jobs, and too little spend time undertaking job seeking tasks that they feel uncomfortable in doing: cold calling and talking to people.

But if networking and referrals don't help you gain a job (- too many people don't utilise networking and referrals to help them gain work though) then the last way to access the hidden job market is to cold call employers - that is by attending as a walk in (face to face contact) or by phoning potential employers.

Cold Calling is when you contact someone who doesn't know who you are, who you've never spoken to before, and who is not expecting your call (or your visit).

Now, I can hear your protests already - I hate cold callers!  Yes, we all do when telemarketers phone you at home right when you are sitting down to dinner after a long day at work and they just want to sell you something you don't want or need. We hate pushy people and the hard sell.

But cold calling does not have to involve being pushy or putting on the hard sell. Actually, the best results come when you phone a potential employer to ask for their assistance rather than ask them outright for a job.  Take the following three real phone calls I assessed my job seekers make this week.

Call 1

Hello, my name is Susie.  I am an experienced Childcare Cook, and looking for part time work.  Do you have any positions going at the moment?

Sorry, no.

Okay, thank you.

No result here.  In her effort to not be pushy, Susie was hoping to hear 'no vacancy' so she could not 'trouble' the employer any further. Poor Susie will become highly demotivated in her jobsearch if she continues to make calls that get her the 'sorry, no' result each time she makes a cold call. I advised her she needs to make some changes to how she makes her calls. Also, Susie hasn't done her research, because most of the Childcare Cook positions that I cold-called to hired full time staff not part time or casual.

Call 2

Hello, my name is Peter.  I have ten years experience as a Forklift Driver, and am fully proficient in using high reach and low reach machines and moving pallets, and meeting the demands of the job. Would you like to meet me?

Why are you calling?

Oh, I'm looking for a job? I have experience, would you like to meet me?

Sorry, we're not hiring.

Oh, okay.  Thanks anyway. 

Too pushy, and he didn't state the purpose of his phone call. Peter was nervous about making the call, and didn't have a script prepared, so he sort of just blurted things he needed to say out. I worked with Peter to develop a script, so he could become more comfortable in making calls.

Call 3

Hello, my name is Wendy.  I was wondering if you could help me.  I am an experienced Waitress, looking for part time work. Are you able to advise me if your company is in need of additional staff at the moment?

I’m not sure. The best person for you to speak to, Wendy, would be Patrick.  He’s our hiring manager.

Great, thank you!  Sorry, what was your name?

Helen.

Thank you, Helen. Do you know if Patrick would be available for me to speak to him now, or if not, what would be the best time for me to contact him?

Patrick only comes in, in the afternoons.

So, would it be best for me to try calling him at around two o’clock, or do you think four o’clock would be better?

No, don’t call him at two, that’s still our peak lunch hour period.  Around four o’clock should be fine though.

Thank you for all your help, Helen.

 


Wendy didn't call back at four p.m. because she had done her job search for the day. Another client also cold-called to this same business and gained an interview, so Wendy has probably just missed out on getting a job, because she lacks the ability to keep her promises and or undertake follow up. But Wendy had the best script of the three job seekers, and got the best result.


So let's be clear. To access the hidden job market, you should follow each of the five steps listed below:

1. Identify businesses that interest you.
2. Make a short list of businesses that you will contact.
3. Approach your target businesses - in person or by phone.
4. Take any immediate actions required - such as emailing your resume
5. Follow up on all leads, don't let opportunities go - if you need to call back later, and it is not your jobsearch time, call back later anyway.

Some final tips for making cold calls:
Do
* be prepared and have a script handy for you to refer to if you are nervous, struggle or lose focus
* keep pen and paper close by to take notes
* know why you are calling
* know who you want to talk to (the person or the position)
* sound confident
* enjoy making the call - your smile will be picked up on by the listener
* briefly explain the purpose of your call
* be polite throughout the entire call, and thank the person for helping you

Don't
* call if you are going to be distracted or interrupted
* 'um' and 'er'
* lie about who you are or why you are calling


Hopefully you now have the skills and knowledge to start accessing the hidden job market and increase your cold calling success.  Happy, motivated job searching! Let me know if this advice has been useful to you.

Char

Interview Question: What did you dislike about your last job?

Many Human Resources Managers use set questions during their hiring process to work out the most suitable candidate for their skilled or semi-skilled vacancies.  One question job seekers report back that they have been asked is the question "What did you dislike about your last job?"

This is a trick question that leads the candidate to start talking negatively, which in turn will cause  a negative impression about the candidate to be left in the mind(s) of the employer. And the trouble is most job seekers do not think about the answers they are giving and or the impact their answer is having upon the employer - and later wonder why they missed out on the job.

In an employers mind they are immediately asking themselves one question the moment the person starts rattling off their list of complaints: if the person is happy to trash their previous employer in such a mindlessly loose-lipped fashion, then that person certainly won't have the discretion or decency to not trash our business - after we have spent years carefully building up our business brand, do we want this person potentially doing untold damage to our good reputation that we have worked so hard to build? Ah, no. The employer might still continue with the interview, but there mind is already made up.

As a job seeker, you can't avoid being asked this question if the employer has this question on their list of questions to ask, so before you attend your next job interview you instead need to develop a strategy on how you can answer the question without making yourself look bad - in case you are asked this question!

Some tips to help you with that strategy:

Firstly, you are not being honest with yourself, and therefore cannot be honest with the potential employer, if you simply answer the question "There isn't anything I disliked about my last job" for the simple reason "well why aren't you still there then?" if the job was that perfect.  As a hiring manager, if a candidate stated this to me, I would immediately assume that the person just lied to me; and if the person is this dishonest in the interview, I could reasonably have doubts about your level of honesty if I were to employ you.  In my mind: you either are a blatant liar - who cannot be trusted; or, you don't know your own self very well - and if you don't know your own strengths and weaknesses, then you aren't instilling me with any confidence in your abilities to do the job.

See, told you it was a trick question!

Every person has something that they disliked about their last job; not all of those 'dislikes' are major complaints, some are just 'small things' like too far to travel, or I would have liked higher pay. So to say, "There isn't anything I disliked" is a lie.

One small technique that has good effect in an employers mind is when candidates pause after being asked that question so they can stop to think.  And the longer you need to search for an answer to that lingering, unanswered question, the more an employer can interpreted (albeit correctly or incorrectly) that you are struggling to come up with any negative aspects about your last job - and this is a good thing. Who cares if the employer makes a positive assumption about yourself?

I'm not encouraging you to lie or manipulate the employer, but pausing from immediate answering the question to give yourself time to come up with a way to turn the question around and to remove yourself from demonstrating your negative qualities is a good line of defense in working around the question so that you remain showcasing your positive attributes.

Another small technique is to be consciously mindful at all times throughout the interview about how you answer the questions asked.  So you've paused, but are now ready to provide them answer.  Your goal is to remain presenting yourself in a positive way:

* pick a neutral aspect (beyond yours and the former companies control) that the employer in front of you would fall into agreement with or relate to. For example, "I disliked that our suppliers were always late with their deliveries because it caused us lost productivity. As they were the only local suppliers, we were unable to get our supplies elsewhere, and unfortunately overseas suppliers were not a viable option for the company."

In the above example, you have shown that you value being productive - without you having to claim that you are productive.  You also have shown that you kept abreast of trying to resolve the issue of lost productivity even if you weren't instrumental in trying to find alternative suppliers so productivity could be boosted - demonstrating that you valued contributing to the best interests of the business, again without you having to make sure claims about yourself.

(Some employers might assume a level of the frustration you felt, but unless they ask you about it, they are more inclined to see that although frustrating you tried to do something positive about it - so no points lost here.)

Never answer the question by telling the employer that you didn't get on with the previous manager or other staff members (this just tells the employer that YOU don't know how to get along with people) or that you didn't like how the business did things (this just tells them that YOU don't know how to take direction or fit in with the culture of the business or work within a businesses policies and procedures). It doesn't matter if your previous manager was a complete jerk or the management stubbornly refused to streamline processes so that staff could work smarter not harder; as soon as you state those issues to the potential employer you make yourself look like you were the problem not the other party (and, who is to say that you simply don't realise that you were in fact the problem not the manager or process you complain about!)

If you do start answering the question, and then realise too late that you are showing yourself in a negative light, ensure you rescue the situation by stating you gained something valuable from the experience, for example, if you revealed you had a problem with a manager but you have worked to overcome this weakness, telling the potential employer that you learned that you needed to work on your people skills, so you undertook Conflict Resolution training so you are better equipped to handle a similar situation the next time you face it - if you undertook a conflict resolution training course - demonstrates that you value self-development and gaining new skills.

If you do answer the question, then whatever you do, don't let your tone sound whinging or you won't be able to rescue your answer no matter how hard you try.

Hope this helps.