You work for a small-medium sized organisation. You meet with lots of customers each day. You have been meeting with many very angry customers because they have not been receiving their products on time or they have been receiving them damaged. You have just finished dealing with a very angry customer who has really annoyed you. Your supervisor walks in. You are feeling guilty because you snapped back at the customer a couple of times, but you are afraid to say anything to your supervisor because you do not want to get into trouble. At the same time, you want to express your annoyance and give your supervisor feedback about the many customers coming in very upset.
You are to demonstrate that you have been actively listening to the customers’ complaints and are able to give your supervisor feedback of the issues.
You are encouraged to adopt the following structure for your report:
Identify the key problems and issues in the case study.
Set the scene: background information, relevant facts, and the most important issues.
Tip: Start with a broad discussion of the issues at hand then narrow it down and relate it to the case study / scenario given.
Formulate and include a thesis statement, summarising the outcome of your analysis in 1–2 sentences.
This thesis statement will be used to develop arguments and discussions in your body and can also serve as the transition to the ﬁrst main point.
Guide questions to help you write your introduction.
Describe the listening process and explain how active listening has value in professional situations.
List at least three benefits of effective listening in business.
Discuss barriers to listening in a diverse workplace.
You will discuss here two to three main points that will help support your thesis statement.
You can include here:
Supporting details and evidence from scholarly works/academic papers
Alternatives and solutions to the problem
Concepts discussed in class (text readings, slides, discussions)
Explain why these solutions were given and provide necessary evidence
Guide questions to help you write the body.
Identify five ways to become a more effective listener.
Explain how constructive feedback is provided to foster an open organisational culture.
Using the given scenario, explain how you would approach your supervisor to outline the customer complaints, using your active listening and effective feedback skills.
Summarise your main observations and recommendations. Your conclusion should clearly demonstrate key insights from your research and understanding of the topic.
- The submission needs to be supported with information sourced and appropriately referenced from credible
- Credible sources should be varied and include, but not limited to, the textbook, government reports, industry reports, newspaper articles, books, and yournal articles.
- You are highly encouraged to use the EBSCOhost database accessed through the Library and Learning Support page on Moodle to find journal articles to help you prepare your assessment. Please check your unit outline for suggested resources.
- Email (email@example.com) if you require further
DETAILED SUBMISSION REQUIREMENTS:
- Moodle/Turnitin submission
- 1000 words
- Title page including: Assessment title/number, Student Name/ID, Lecturer Name, Group number, Word Count
- Header/Footer details including: Student ID, Assessment title/number, page number
- 5 cm margins
- 5 line spacing
- Calibri or Arial font
- 11-12 size font
- At least 2 credible sources
- Use Harvard referencing including in-text citations and reference list. The AIH Harvard Referencing Guide can be found on Week 7 and also the Library and Learning Support page on Moodle.