Assignment:
Customer Service Representative
Communication & Interpersonal Skills (Domain of Knowledge)
Evidenced by Active Listening, Professional Writing, and Professional Speaking (3 Skills)
(Provide context and some background for your experience in the field where the skills were learned) I have been a Customer Service Representative (SOC title) for the past five years (time frame) at Superior Banking Services (place or places of experience). From my experience in that role, as well as in other life roles, I have learned (be sure to include this phrase as learning because learning - not experience - receives credit) that effective customer and personal service (a descriptive term - effective, demonstrated, superior, practiced, friendly, etc. followed by the Domain of Knowledge this essay covers) requires a firm understanding and practice of active listening, professional writing, and professional speaking (three skills with descriptive word preceding each)
Active Listening (First Listed Skill)
Concrete Experience
• Describe an event that initially led you to learning the first listed skill. Be descriptive and provide enough detail to fully reflect on the event.
o Where did the experience take place, and what was your role?
o What did you and others say?
o What actions did you and others take?
• Length: be thorough without padding unnecessarily this section should end up being about a page long.
Reflective Observation
• Describe and analyze the effects of your learning event (concrete experience) filtered through the first listed skill.
o What did you observe in yourself and others and in the interactions between all involved? What patterns of behavior emerged?
o How would you compare this situation to similar situations?
o NOT a continuation of your experience
• Length: be thorough without padding unnecessarily this section should end up being about a page long.
REPEAT THE PROCESS ABOVE FOR EACH SKILL
LISTED IN THE LEARNING OUTLINE
Abstract Conceptualization
• What general ideas, theories, or knowledge about people, work, behavior, etc. did you gain as a result of learning about this Domain of Knowledge?
o Articulate the generalized idea. For example, you have noticed that people respond better to criticism if authentic praise is also included.
o Include academic resource(s) to support your generalizations. At least one outside source must be used per skill/task. You may consult your textbook or the library databases for support.
• Be sure to follow APA guidelines and cite all your sources.
• Length: be thorough without padding unnecessarily this section should end up being about a page long.
Active Experimentation
• Describe how you have applied or will apply your skill within this Domain of Knowledge in a new/different setting(s).
• How did you or will you evaluate the success, usefulness, limitation, etc. of your skills into new/different setting(s)?
Attachment:- Evidenced by Managing-Listening Effectively.rar