This assessment requires you to record a response using Kaltura or a similar tool. Review the following information to prepare for your recording:
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.
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.
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.
In addition, consider the following:
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:
Note: Although this is an audio assessment, faculty may use the Writing Feedback Toolwhen grading this assessment to provide additional feedback on the purpose, organization, evidence, tone, and structure.
voicemail transcript
Wanda:
Hi, this is Wanda. We have a huge concern. We need to fix this immediately. Our client didn’t receive our shipment. At this point the shipment is over a week late, and our client is very upset. I don’t know who made this huge mistake, but as soon as I find out there will be consequences. This client is our primary customer. We won’t tolerate these types of careless mistakes. As soon as you receive this, call me back so they know that we are all on the same page. Okay, we need to fix this. What can we do? What can we do? Let’s first make sure we can immediately refund their cost. Call their manager right away and explain this to them. Her name is Sara Robbins. Then, let’s see. We can do this. Let’s fix this. Let’s refund their shipping charge right away and then make sure they get their shipment by Thursday. Okay, okay. If there’s anything else I need to know, call me immediately. Call me either way so we can make sure this is taken care of. Bye.
3. Review your email. If needed, edit your message.
Moving forward, you realize it would be easier to use a messaging app like Slack or WhatsApp to communicate updates. Review the links to the messaging tools in this assessment’s Resources. Then, choose a digital tool that would be appropriate to communicate your message to your team in the future. Report on the tool, including:
Submit both parts to the assessment in one Word document.
Requirements:
Slide Count: Develop a 10-12 slide PowerPoint covering the bulleted information above. Keep lines within each slide at a minimum (6-8 lines). Also, please use the speaker notes (the white box beneath each slide) to provide detailed information related to each slide.
APA Requirement: All facts should be cited with a parenthetical in-text citation throughout your work, in addition to, the inclusion of a Reference Page.
Write research paper (5-8 sentence paragraph that clearly defines the problem and why it needs to be researched) as if your organizational or corporate president and/or board of directors would review and consider its findings and recommendations.
1.Introduction
2.Problem Statement
3.Review of current practices (background of literature) in the area
4.Strategic plan for change or creation of the anticipated change (use examples of where this approach has been successful in other organizations if pertinent).
5.Strategic approach for implementation of the change(s)
6.Final recommendations and possible outcomes (best and worst case scenarios)
7.Summary/Conclusions
Because of all of the media attention on terrorism, your grandparents, who are elderly, are very concerned about terrorist attacks on the United States. They hear the concept of “bioterrorism” and are worried they will be poisoned. They do not understand the role public health departments play in protecting the public from terrorism. As the director of the local health department, you explain that you have a disaster plan prepared in case there is a natural or manmade disaster in the community.
(1) Define bioterrorism and how it can impact a community; (2) describe the coordination of the federal, state, and local health departments in a catastrophic event such as bioterrorism; and (3) explain the role that the public health department has in protecting special groups such as the disabled and elderly.
One of your friends was just released from the hospital. She was pleased with her care but was not sure about her physician, who told her she was a “hospitalist.” You had not heard of the term before either.
Perform an Internet search on the term “hospitalist.” Define the term and find out if there are any current statistics on hospitalist use.
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