Business Finance Homework Help

UNIT 1

Record a professional response to a work-related voicemail.

Introduction

Learning how to actively listen to what others are saying can improve your communication and help you reach your goals. This assessment focuses on applying the skill of self- and social awareness to active listening by listening and responding to a scenario in the workplace. You will do this by applying active listening and oral communication strategies to reply effectively to a voicemail from your manager.

Preparation

This assessment requires you to record a response using Kaltura or a similar tool. Review the following information to prepare for your recording:

• If you have not already done so, set up and test your microphone, using the installation instructions provided by the manufacturer.
• Practice using the microphone to ensure the audio quality is sufficient.
• Refer to Using Kaltura for directions on recording and/or uploading your recording in the courseroom.

Note: If you require the use of assistive technology or alternative communication methods to participate in this activity, please contact DisabilityServices@Capella.edu to request accommodations.

Scenario

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 it isn’t your fault, she needs you to work quickly to resolve the issue. In order for you to help fix the error, she’s outlined some tasks that must be completed to fast-track the solution.

Instructions

1. Consider the scenario above.

2. Listen to Active Listening: Voicemail. This is the voicemail from your manager in the above scenario. You may want to read the transcript for additional clarity.

3. Write a summary of the voicemail, making notes of six Ws. Save these notes. While you will not submit them in this assessment, you will refer to them in Assessment 2.

• Who first experienced the problem?
• What happened?
• What is the problem?
• When did the problem occur and when was it discovered?
• Where did the problem occur?
• Why did Wanda tell you this message?
• How should the problem be addressed? What are the steps involved?

In addition, consider the following:

• What nonverbal cues do you notice? Consider pauses and changes in tone of voice.
• How do you think your manager is feeling based on these nonverbal cues?
• Why do you think your manager is feeling that way?
• How important is the issue (minor, urgent, catastrophe)?

4. Now that you’ve heard the voicemail and have applied active listening skills to the message, apply oral communication skills to effectively respond. Record your response, and submit it for this assessment. 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.

Recording Requirements

• Length: 1 minute or less.
• Format: Use Kaltura or similar software for recording. Contact your faculty if you choose not to use Kaltura to make sure they can access the file.

Competencies Measured

By successfully completing this assessment, you will demonstrate your proficiency in the following course competencies:

• Competency 1: Interpret a speaker’s message to develop an appropriate response.
  • Describe the main points from the message.
  • Use neutral language and appropriate tone.
  • Assess the importance of the issue based on the manager’s tone.
• Competency 3: Develop professional written communications in a well-organized text, incorporating appropriate evidence and tone in grammatically sound sentences.
  • Address assessment purpose in a well-organized text, incorporating appropriate evidence and tone in grammatically sound sentences.