How to Handle Phone Customer Complaints Non-defensively - Speech or Presentation Example

s Write a minimum 150 words at a college level, using correct grammar, and complete sentences: Times have changed, and the corporate sector has transformed drastically over the past few years. I recently came across an article in a financial magazine about corporate responsibility, towards environment and society. It basically explains about how a consumer can become aware and exercise their purchasing power and make the right choice; the nature of the organization of this article is informative and persuasive. It was an eye-opener for me, which cleared many ambiguous misconceptions, about my favorite brands of products, owned by some of the market leaders and corporate giants. It came as a shock to me that, highly acclaimed market leaders are lagging far behind in terms of fulfilling social, environmental and ethical obligations, as compared to their less commercial counterparts. After going through the entire piece of work, it became evident that economic viability is not the only criteria, for being an all-rounder, but, there is a lot of difference between being big, and being good. 2.  Write a minimum 100 words at a college level, using correct grammar, and complete sentences. a. How to handle phone customer complaints non-defensively? In a call centre specifically, phone complaints are inevitable no matter how good are the products or services? All complaints must be handled in a calm and friendly manner, by listening, understanding and solving the customer’s problems and the conversation must not be allowed to erode into an argument at any time. Similarly future benefits, value enhancing deals and discount packages are also an effective remedy for resolution. b. How to use digital photos to update your Web site? Digital imaging helps attracting visitors to your website, also to improve an article or presentation; public domain images are free to use, howsoever, you want. It is recommended to download royalty-free clip art, photos, illustrations, animations, sounds, borders, icons, backgrounds. However, some of the photo libraries are right protected, and in order to avail them a royalty or fee has to be paid. A radial mapping tool can be helpful whilst downloading the images. c. How to use a particular campus system (registration, student job placement) or fill out a widely used form (financial, graduation, or internship application). Process of Registration and Job placement: Complete the application form (online or manual). Submit all documentation required. Call the Office of Admissions to determine that the paperwork you requested from other institutions has been received and that your status has been updated to fully admit. Seek information, advice, and encouragement, about your particular interests and talents. Build rapport with the campus staff, and alumni of student counseling service providers, to gain summer internships, graduate school off-campus employment or career guidance.  Attend Career Services and hands-on workshops, to gain knowledge and awareness. Internet research Choosing and applying to graduate school Writing statements of purpose for graduate school and internships Resumes, cover letters and interviewing Study, travel and work abroad Internships / job search. Hiring. (Temporary or long term). 3.  Write a minimum 150 words at a college level, using correct grammar, and complete sentences. Consider an effective team you have observed or participated in.  Identify the characteristics that contributed to this team’s productivity.  Provide an example of each.  Then use concepts from this chapter to suggest at least one way the team could have improved. In the final semester of mine M.B.A, I was part of a team project for designing a product from scratch, develop a strategy for marketing and advertising, and finally put it on sale and mark its revenue and productivity. All the team members were assigned particular tasks, and we chose our team leader; specific goals were set; I was assigned the task of sales and distribution. The project carried on harmoniously, our goal was to beat our competitors by generating maximum revenues, and that we achieved at the end. Our personal goals were in line with the result. We could meet the team challenge, by implying accurate decision-making skills, group discussions and using effective yet productive tools and strategies. The only thing, that I wish we could have done better, was to put more time and effort in the marketing department. Due to shortage of time, we did not innovate new ways of advertising, and that was the reason that we had a slow start, but we covered it up by creating a hype eventually. The group assignment was a success, and I am happy about it and will always cherish it. Group Observation Project: You will provide a short analysis for the interaction of group members whom you have observed recently in action. For example, one could attend a City Council Meeting, or any other type of "formal" group meeting. One could go to a county courthouse to watch a celebrity's trial, or one could watch Court TV and follow the proceedings there. Write a short critique of what you have observed. 1. Briefly describe what group meeting you observed as well as where and when the meeting took place. [For example, example, example, "I observed the Killeen City Council meeting on March 1, 2005 at Killeen City Hall.] 2. What organizational plan was employed? [For example, example, example, Parliamentary Procedure was employed in the reading of the minutes, old business, new business, etc.] 3. How were the decisions made? [For example, example, example, majority rule, consensus, leader-dictated, etc.] 4. How was information about topics gathered? [For example, example, example, research was provided by group members; research was provided by staff or outsiders, or testimony was provided, etc.] 5. Was there a formal designated leader? Did certain members seem to play particular roles and assume specific responsibilities? [For example, example, example, the Mayor was the leader of the City Council.] 6. Were there conflicts or disagreements between group members and/or outsiders and how were they resolved? [For example, example, some council members wanted to annex property within the city limits, while some other council members as well as the citizens testifying, were opposed. The council decided to discuss the issue in executive session.] 7. Did the group tend to digress (get off the topic)? Did someone get them back to the subject, and if so, who did so? 8. Did the group seem thorough and complete in its treatment of the subjects that it addressed? 9. Were the groups members clear in expressing themselves by phrasing their ideas carefully and by presenting their ideas in a vivid manner? 10. Would you personally feel comfortable addressing this group? Why or why not? Explain. I observed a meeting on June 4, 2012, which was held at the Manhattan Convention centre, Manhattan, New-York City. The agenda at this meeting was, “Taking Steps for environmental protection and awareness.” Meeting was convened by County Head of “Environmental Protection Agency (E.PA).” of the Manhattan County of New-York city. The meeting was chaired by Mr. John Edward, Director of E.P.A Manhattan County. Other participants were Mr. Tom Marshall, Deputy Director E.P.A, and Mr. Nicholas Swarovski Deputy Director E.P.A, and Miss Linda Blair Assistant Director E.P.A.  I attended the meeting as a representative and observer from “Green Peace International Environmental-protection-unit.” Aims and Objectives: The meeting started in continuation of the previous meetings, and its main aim was to hold a discussion and assign specific duties to all the Deputy and Assistant directors, by the Department head Mr. Edward.  Mr. Tom was previously assigned the task of identifying the reasons of increasing environmental pollution in the County of Manhattan. In his report, Mr. Tom submitted the following reasons for the increasing ratio of environmental pollution: Research Findings) Air-Pollution: He identified that air pollution was increasing in the County because of two reasons, i.e., smoke emitted from factories located in the midst of residential population and smoke emitted by the motor vehicles) Water-Pollution: Un-treated water released by factories, which includes harmful chemicals.iii) Noise-Pollution: It is caused by motor vehicles, and location of the Airport, near to the residential area. Mr. Nicholas was assigned the task of finding out solutions and remedial measures to address the menace of environmental pollution. He submitted the following suggestions in at the end. Solutions and Recommendations: i) All factories and industries should be relocated from the residential areas, to the designated industrial park far away from the residential areas. Secondly, periodical inspection of all motor vehicles should be conducted to check the carbon emission from them. Motor transport regulatory authority should be approached in this regard. I observed that his recommendations were satisfactory. ii) For Water Pollution, emphasis should be given, to close all such factories, which are responsible for exceeding discharge of untreated water. iii) For Noise-Pollution, Mr. Nicholas recommended, that periodical inspection of vehicles should be done. Secondly, Airport should be shifted away from the city. Conflict:               Regarding Mr. Nicholas’ point for closure of all factories, those are discharging untreated water; Mr. John Edward and Miss. Linda were of a different opinion. They argued that, closure of factories shall be tantamount to reducing the economic activity within the area and increasing the ratio of unemployment in the county. They suggested that instead of closing the factories, factory owners should be made aware, and taught to treat their waste water before releasing it into the river. In my opinion, the opinions of Mr. Edward and Miss. Linda carried weight, and this solution will be more cost-effective and feasible. Additional Tasks: Miss. Linda was assigned the task of creating environmental awareness amongst the stake holders, by: i) Conducting seminars and hold discussions with the factory owners and Motor vehicles owners’ regulative authorities. ii) Personal visits to factory owners and regulatory authorities. iii) Distribute pamphlets and leaflets and install banners to create maximum environmental awareness. iv) Usage of television and print media for the benefit of this issue. Such as by airing radio and television talk shows. v) Hold meetings with City Council members, to pass stringent legislator bills to protect the environment. Unanimous Decision: After thorough discussions, the meeting was adjourned and decision was taken by Mr. John Edward after a unanimous opinion was reached. The highlights were: i) Government will be approached, to further increase funding for the department. ii) Green Peace, Manhattan unit will be approached, to take up and follow this issue with other environmental agencies. My Report: After having observed the meetings, I decided to write the happenings and manners of this meeting, and make a report about the issue and its recommended measures. This annotated report was presented by me to the Director of environmental control of Green peace organization, for further deliberation. It is indeed an important and grave issue and I felt exhilarated being a part of it and having observed the meeting. 5. Write a minimum 150 words at a college level, using correct grammar, and complete sentences. Describe the type of presentations you have seen where the presenter used some type of technology. Consider the presentation critically. Summarize (briefly) the purpose of the presentation. How could the presentation have been improved? What aspects could be used as models for your own presentations? Presentations are an inevitable part of today’s business world. Special attention must be paid while designing them. I have witnessed and, I myself used various tools such as power point and slide shows to maximize the impact of the material presented. Audio-visual content can be provided by drawing directly onto a blackboard or whiteboard during the presentation. To add depth to the content and increase its affectivity, flip charts, slide projectors, and overhead projectors are essential. Presentation skills are not only related to interpersonal and communicative but other than body language, they deal with the nature of the content used and how it is projected to the audience. Presenters these days, not just stick to projectors and laptops, but also white boards, paper and pencils, and tablets. The new technology has many offerings to increase the presenter’s personal touch, such as Pico-projectors and digital paper. The multi-dimensional world of technology and multimedia has created new ways for the presenters to mesmerize the audience, with the power of their thoughts and creativity. 6. Answer the following questions. Write a minimum 100 words at a college level, using correct grammar, and complete sentences. How would you enhance your credibility of you were delivering a presentation to various businesses in your community, asking them to establish internships for communications students. Conducting an effective and persuasive presentation and convincing the audience is an art. In order to create the most impact, a presentation should be unconventional, thought-provoking, inspiring, and entertaining. There should never be a boring or dull moment or the presenter will lose audience’s attention, it is the most concerning aspect for grabbing audience’s interest for business or education presentations. If I am conducting a presentation about getting more internship opportunities for communications students, I will make every effort to make my material content more detailed and thoughtful. The idea and lay out of my presentation is to be supported by a well written text, with well polished vocabulary; logic and storytelling. I will use multimedia gadgets and conventional body language techniques to get my message across to the audience in a way that will be memorable and powerful. I will hopefully get the best results and a big applause at the end of my presentation, and my powerful display of convincing thoughts and innovative ideas and creativity will prove to be useful tools for getting my audience’s approval for providing internships. 7. Write a minimum 150 words at a college level, using correct grammar, and complete sentences. I would like you to do an evaluation of yourself in relation to speech a class. Please answer the following questions. Please feel free to add anything you would consider appropriate to help me understand how a speech course went for you. Has your approach to communication changed during the course or compared to previous courses? If yes how? Yes indeed, my approach is more dynamic now, than before. I have developed special interest in public speaking and conducting presentations. I have gained more confidence and knowledge and I hope to do increasingly well in future by looking at the scheme of things now. Have your attitudes of feelings about communications changed? What were they before verses now? Communications is a vast field of knowledge. My approach before was a bit bookish and academic. Now it’s influenced by real life situations and work environments that we experience every day. I have more idea about working in groups and gathering research material than I had before. How do you feel you performed in the course? I have done well enough so far. Things are going to upscale in future. I am sure further course is going to be only more exciting. What would you do differently if you had a chance to do this all over again? Perhaps I would change my attitude towards improvising upon my public relations skills and I would like to be more candid and straight forward rather than defensive. How do you feel about distance learning courses in speech? I feel it’s a learning experience and brings enthusiasm and excitement to the whole process. Do you have any suggestions for improving class procedures? I think more group projects should be assigned rather than individual projects. More presentations should be assigned to each student. What else would you like to add that I did not ask? I hope this course will bring many future opportunities for us students who want to make a career in communications. The institute should provide free counseling for further opportunities and how to avail them (Chapter 8, 255-262). Read More