This assignment asks you to use what you have learned in the first weeks of the course about actively listening and responding in the workplace. You will do this by responding to a voicemail from your manager, applying active listening, and oral communication strategies.
Instructions For this assignment, you will listen to a voicemail, take notes, and record and submit a response. To successfully complete the assignment, complete the following steps:
Consider this scenario: You are a customer service specialist at ABC, Inc. On Monday morning, you check your phone and discover you have a voicemail from your manager, Wanda, about a customer service issue. She is worried because one of the company’s most important clients has not received their shipment. While she acknowledges the shipment issue is not your fault, she needs you to work quickly to resolve the issue. To help you address the problem, she has outlined some tasks that must be completed in order to fast-track the solution. Listen to Active Listening: Voicemail. You may want to read the transcript for additional clarity. Refer to the Six Ws Worksheet for Assignment 1 [DOCX] to outline and draft your recorded message. How do you think your manager is feeling about this situation, and how can your recorded message help put her mind at ease? Note: You are not required to submit the Six Ws Worksheet with this recorded assignment. Now that you have heard the voicemail and applied active listening skills to the message, apply oral communication skills to effectively respond to the voicemail. Use any recording device for your recorded message; save your audio file and upload it to the Assignment. Make sure your response: Describes the main points from your manager’s message. Uses neutral language and tone appropriate for a response to your manager. Assesses the importance of the issue based on the manager’s tone. Is limited to one minute or less. Evaluate your voicemail and how you think Wanda would react by reviewing it and seeing if you think it addresses what you noted on your worksheet. If needed, re-record your voicemail. Submit your voicemail. To submit your voicemail, upload your audio file to the Assignment. Select Assignment ⇢ Upload ⇢ Drag a file or Choose File ⇢ Submit Assignment. You may also use Kaltura to record your voicemail response. For information about how to record with Kaltura, review the tutorials on the Using KalturaLinks to an external site. resource page. Embed your Kaltura recording in the message box in the assignment dropbox. For instructions on how to do this, refer to the resources on the Using KalturaLinks to an external site. Campus page. Recording Requirements Length: 1 minute or less. Format: Audio file. Competencies Measured By successfully completing this assignment, you will demonstrate your proficiency in the following course competencies and rubric criteria:
Competency 1: Identify verbal and physical cues that help guide an appropriate response. Describe the main points in a message. Competency 2: Develop professional written communications in a well-organized text, incorporating appropriate evidence and tone in grammatically sound sentences. Address the appropriate audience, using professional language and tone. Speak concisely and directly, using active voice. Competency 4: Create effective workplace messaging using appropriate media technology. Use an electronic recording device to create an audio file.
