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Instructions:
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Instructions for Assessment 1: Listening to Understand: Active Listening
Answer a work-related voicemail in a professional manner.
Introduction
Learning to actively listen to what people are saying can help you communicate more effectively and achieve your objectives. By listening to and responding to a working scenario, this evaluation focuses on applying the skill of self- and social awareness to active listening. To properly respond to a voicemail from your manager, you will use active listening and spoken communication skills. Preparation
You must use Kaltura or a comparable program to record your response for this evaluation. To prepare for your recording, go over the following information:
Set up and test your microphone, if you haven’t already, by following the manufacturer’s installation instructions.
To ensure adequate audio quality, practice using the microphone.
For instructions on recording and/or uploading your recording in the courseroom, see Using Kaltura.
Please contact DisabilityServices@Capella.edu to request accommodations if you require the use of assistive technology or other communication techniques to participate in this activity.
Scenario
You open your phone on Monday morning to find a voicemail from your manager, Wanda, regarding a customer service concern. She’s concerned since one of the company’s most significant customers has yet to receive their shipment. While she recognizes that it isn’t your fault, she expects you to act immediately to remedy the situation. She’s listed some actions that must be accomplished in order to expedite the solution in order for you to assist in fixing the mistake. Instructions
1. Consider the following case.
2. Listen to Voicemail using Active Listening. In the instance above, here is your manager’s voicemail. You might wish to read the transcript for more information. 3. Write a summary of the voicemail using the six Ws as a guide. Keep these notes safe. You will refer to them in Assessment 2 even though you will not submit them in this assessment.
Who was the first to notice the issue?
What went wrong?
What exactly is the issue?
When did the problem start and when did it become apparent?
What was the source of the issue?
Why did Wanda deliver this message to you?
What should be done about the problem? What are the steps in the process?
Take into account the following:
What nonverbal cues do you pay attention to? Take into account pauses and changes in voice tone.
Based on these nonverbal indications, how do you think your boss is feeling?
What makes you think your boss is feeling this way?
What is the severity of the problem (small, urgent, or disaster)?
4. Now that you’ve heard the voicemail and used active listening to understand it, use oral communication skills to answer effectively. Make a note of your response and submit it for this evaluation. Make certain that your response:
The major aspects of your manager’s message are described here.
Uses language and tone that is appropriate for a response to your boss.
Based on the manager’s tone, determines the importance of the issue.
Is restricted to a maximum of one minute.
Requirements for Recording
1 minute or less in length
For recording, use Kaltura or equivalent software. If you don’t want to use Kaltura, make sure your professors have access to the file.
Measurement of Competencies
You will demonstrate your proficiency in the following course competencies by successfully completing this assessment:
Competency 1: Deduce an acceptable reaction from a speaker’s message.
Describe the message’s important elements in detail.
Use neutral language and a tone that is appropriate for the situation.
Based on the manager’s tone, determine the importance of the issue.
Competency 3: Create professional written communications in a well-organized narrative that includes relevant information and tone in grammatically sound sentences.
Incorporate relevant evidence and tone in grammatically sound phrases to address the assessment purpose in a well-organized text.
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RUBRIC |
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Excellent Quality 95-100%
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Introduction
45-41 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned. |
Literature Support 91-84 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned. |
Methodology 58-53 points Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met. |
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Average Score 50-85% |
40-38 points More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided. |
83-76 points Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration. |
52-49 points Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met. |
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Poor Quality 0-45% |
37-1 points The background and/or significance are missing. No search history information is provided. |
75-1 points Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration. |
48-1 points There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met |
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Email for Business Customer Complaints Resolution |
Email for Business Customer Complaints Resolution