Participant Analysis (active listener) - Assignment Example

Participant Analysis Assignment Participant Analysis Assignment Demographics Age- 25-33 Gender – males Number of Participants- 5 Cultural backgrounds- DiverseEducational level: University degreeJob level now: ManagerPrevious job experience- Two were tellers at stores. 3 have no previous job experienceAttitude about Technology Use (Affective)Technology Age Knowledge/ Experience (Multi-generation) (Cognitive)The entire group had experience with using different forms of technology because of their high level of education.

During their course work, they were exposed to a variety of technologies and they learned how to use them during their time in college. Technology Skill (Comfort or Anxiety) (Affective)The participants were all extremely comfortable with using technology. They all knew how to use computers as well as other communication devices such as intercoms. They were all comfortable working with Microsoft or Apple computer applications. Technology Skill/Competence (Psychomotor)All these participants were extremely competent because their high levels of education had exposed them to a variety of technological advances.

The listening skills class does not increase their skills in any way since they possess advanced skills in technology.Attitude General Communication Topic and Skills (Affective)General Communication Skill (Comfort or Anxiety) (Affective)These participants all have good communication skills except for one individual. He is a shy individual and finds it hard to face people and pass on information appropriately. The training sessions truly help him develop competency in providing proper customer service and it raises his confidence.

The upsurge in confidence is vital to improve general communication.General Communication Knowledge/Experience (Cognitive)One of the participants does not have experience in communication because he tends to avoid contact with other customers. They, however, all possess adequate knowledge on communication since it was part of their course work in college. They all help the inexperienced communicator improve his skills by working as a team and tutoring him on how to deal with different customers.

They also help raise his confidence by providing him with encouragement and support at every opportune time.General Communication Skill/Competence (Psychomotor)All the other participants have very good communication skills except for the shy participant. The training greatly helps him improve his skills and the tests during the course further improve his communication skills. This is because the tests address vital aspects of communication, especially his listening skills. This is because to reply to what someone has said you must listen and understand.

Attitude about Your Topic and Communication Skills (Affective)Knowledge/Experience with Your Topic and Skills (cognitive)Listening is an important aspect of communication and the most important part of providing customer service. This is because they listen to the customers query and empathize with their situation. They all know that having good communication skills will, especially while dealing with customers will keep them coming back.Your Topic and Skills (Comfort and Anxiety) (Affective)All the participants are comfortable with listening to the customers.

Only the shy participant has problems with speaking with the customer due to their low levels of confidence. However, after training and some encouragement they all become comfortable in all aspects of communication skills.Behavioral Competence/Demonstration with your topic and Skills (Psychomotor)All the participants demonstrated a high level of competence in listening to what an individual says and comprehending what is expected from them. They all wanted to show off their listening and speaking skills, despite the fact that they have years of experience in the customer care unit (Ericksen, 1999).

Attitude about Learning Content and Skills (Affective)Knowledge/Experience with Learning Processes (cognitive)All the participants have gone to college and have a lot of experience with learning processes. A part from education they have learnt from experience since they have worked in customer care for several years.Learning Activities (Comfort or Anxiety) (Affective)They are comfortable learning about communication skills since they know that one never stops learning no matter how well educated they are.

The 5 trainees are good friends and are extremely comfortable with each other during learni9ng activities.Behavioral competence/Demonstration (Practice to mastery) (Psychomotor)Only one of the participants was not competent to demonstrate their abilities because of his shy nature. I had to remove a public speaking session so that the shy individual does not feel intimidated.Learning Style Needs or Preferences of Participants (All above in this Section)The shy trainee chose accommodating learning style since he did not want to feel too much pressure during training.

The other four chose assimilating since they wanted the shy trainee to become part of them they were, however, extremely patient with him. They were all reflective learners and were whole learners. ReferencesEricksen, G. (1999). The evolution of customer care. New York: Wiley.