Email for Business Customer Complaints Resolution
Assignment ID Number AFFGEHU83939HD Type of Document Essay Writing Format APA/MLA/Harvard Academic Level Masters/University References/Sources 4 References
Instructions for Assessment 1: Listening to Understand: Active Listening
Answer a work-related voicemail in a professional manner.
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 [email protected] to request accommodations if you require the use of assistive technology or other communication techniques to participate in this activity.
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.
QUALITY OF RESPONSE NO RESPONSE POOR / UNSATISFACTORY SATISFACTORY GOOD EXCELLENT Content (worth a maximum of 50% of the total points) Zero points: Student failed to submit the final paper. 20 points out of 50: The essay illustrates poor understanding of the relevant material by failing to address or incorrectly addressing the relevant content; failing to identify or inaccurately explaining/defining key concepts/ideas; ignoring or incorrectly explaining key points/claims and the reasoning behind them; and/or incorrectly or inappropriately using terminology; and elements of the response are lacking. 30 points out of 50: The essay illustrates a rudimentary understanding of the relevant material by mentioning but not full explaining the relevant content; identifying some of the key concepts/ideas though failing to fully or accurately explain many of them; using terminology, though sometimes inaccurately or inappropriately; and/or incorporating some key claims/points but failing to explain the reasoning behind them or doing so inaccurately. Elements of the required response may also be lacking. 40 points out of 50: The essay illustrates solid understanding of the relevant material by correctly addressing most of the relevant content; identifying and explaining most of the key concepts/ideas; using correct terminology; explaining the reasoning behind most of the key points/claims; and/or where necessary or useful, substantiating some points with accurate examples. The answer is complete. 50 points: The essay illustrates exemplary understanding of the relevant material by thoroughly and correctly addressing the relevant content; identifying and explaining all of the key concepts/ideas; using correct terminology explaining the reasoning behind key points/claims and substantiating, as necessary/useful, points with several accurate and illuminating examples. No aspects of the required answer are missing. Use of Sources (worth a maximum of 20% of the total points). Zero points: Student failed to include citations and/or references. Or the student failed to submit a final paper. 5 out 20 points: Sources are seldom cited to support statements and/or format of citations are not recognizable as APA 6th Edition format. There are major errors in the formation of the references and citations. And/or there is a major reliance on highly questionable. The Student fails to provide an adequate synthesis of research collected for the paper. 10 out 20 points: References to scholarly sources are occasionally given; many statements seem unsubstantiated. Frequent errors in APA 6th Edition format, leaving the reader confused about the source of the information. There are significant errors of the formation in the references and citations. And/or there is a significant use of highly questionable sources. 15 out 20 points: Credible Scholarly sources are used effectively support claims and are, for the most part, clear and fairly represented. APA 6th Edition is used with only a few minor errors. There are minor errors in reference and/or citations. And/or there is some use of questionable sources. 20 points: Credible scholarly sources are used to give compelling evidence to support claims and are clearly and fairly represented. APA 6th Edition format is used accurately and consistently. The student uses above the maximum required references in the development of the assignment. Grammar (worth maximum of 20% of total points) Zero points: Student failed to submit the final paper. 5 points out of 20: The paper does not communicate ideas/points clearly due to inappropriate use of terminology and vague language; thoughts and sentences are disjointed or incomprehensible; organization lacking; and/or numerous grammatical, spelling/punctuation errors 10 points out 20: The paper is often unclear and difficult to follow due to some inappropriate terminology and/or vague language; ideas may be fragmented, wandering and/or repetitive; poor organization; and/or some grammatical, spelling, punctuation errors 15 points out of 20: The paper is mostly clear as a result of appropriate use of terminology and minimal vagueness; no tangents and no repetition; fairly good organization; almost perfect grammar, spelling, punctuation, and word usage. 20 points: The paper is clear, concise, and a pleasure to read as a result of appropriate and precise use of terminology; total coherence of thoughts and presentation and logical organization; and the essay is error free. Structure of the Paper (worth 10% of total points) Zero points: Student failed to submit the final paper. 3 points out of 10: Student needs to develop better formatting skills. The paper omits significant structural elements required for and APA 6th edition paper. Formatting of the paper has major flaws. The paper does not conform to APA 6th edition requirements whatsoever. 5 points out of 10: Appearance of final paper demonstrates the student’s limited ability to format the paper. There are significant errors in formatting and/or the total omission of major components of an APA 6th edition paper. They can include the omission of the cover page, abstract, and page numbers. Additionally the page has major formatting issues with spacing or paragraph formation. Font size might not conform to size requirements. The student also significantly writes too large or too short of and paper 7 points out of 10: Research paper presents an above-average use of formatting skills. The paper has slight errors within the paper. This can include small errors or omissions with the cover page, abstract, page number, and headers. There could be also slight formatting issues with the document spacing or the font Additionally the paper might slightly exceed or undershoot the specific number of required written pages for the assignment. 10 points: Student provides a high-caliber, formatted paper. This includes an APA 6th edition cover page, abstract, page number, headers and is double spaced in 12’ Times Roman Font. Additionally, the paper conforms to the specific number of required written pages and neither goes over or under the specified length of the paper.
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