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Required Materials

Word processing software
Communication skills are vital in the workplace as well as your personal life. In this unit, you learned about a variety of tools for effective communication. Now, it’s time to put some of them into practice by thinking about how you would respond to a particular message.

In this activity, you will think about how to seek and respond to advice or feedback from peers, educators, or professionals when evaluating solutions to problem. You also be asked to demonstrate leadership skills and function effectively as a team member.

Step 1: Refresh
Refresh your memory on communication in the workplace and how to de-escalate or resolve conflict by reading the lessons and supplementing your review with some internet research.

In a new word processing document, note the tips that stand out to you.

Step 2: Read
Imagine that you have received the following direct messages. Read them and choose TWO that you will respond to in the next step.

Our client wanted the flowchart YESTERDAY, and they are MAD, MAD, MAD. Where is it? Were you so busy trying to get some face time with the CEO so you can climb the ladder out of this stupid department that you couldn’t be bothered with a project that you agreed to have done three WEEKS ago?
I heard from Lee who heard from Vanessa that Joanne and Fernando were flirting with each other again at yesterday’s tech meeting. I didn’t even realize that Joanne and Hector had broken up! Or maybe they haven’t?! What do you think? What have you seen?
Your report on SHG is, frankly, substandard. We can’t send it out the door when it lacks last month’s sales figures, and it is even missing the data on user interactions. This is just not acceptable, and I don’t see how you can continue to work here if you can’t complete the simplest of your job duties.
I WILL NEVER BUY ANYTHING FROM THIS COMPANY AGAIN!!!!! THIS IS THE WORST CUSTOMER SERVICE THAT I HAVE EVER EXPERIENCED IN MY ENTIRE LIFE! The package was dented, and some of the accessories are missing. What’s wrong with you people?
Copy the two messages you intend to respond to and paste them into your document.

Step 3: Respond
Write a direct message in response to each of your TWO chosen messages. Practice good communication and conflict resolution skills. Demonstrate leadership skills as part of a team.

Step 4: What to Submit
Submit your word processing document to the dropbox.

Activity 1 Grading Rubric
Content Format Reflect
Full Credit
Responds to two messages and demonstrates strong communication and conflict resolution skills.
Creates messages that are informed by the lessons and the student’s own research.
Clearly communicates their findings, project, and/or results.
Partial Credit
Responds to at least one message but communication and conflict resolution skills could have been better.
Creates a message or messages that are somewhat informed by the lessons and the student’s own research.
Attempts to communicate their findings, project, and/or results but could have done so in a more effective manner.
Little Credit
Responds to at least one message but communication and conflict resolution skills are weak.
Creates a message or messages that show no evidence of reviewing the lessons or conducting their own research.
Does not communicate their findings, project, and/or results.

1 answer

Effective Communication Responses

Step 1: Refresh

Tips for Effective Workplace Communication

  1. Active Listening: Pay attention to what others are saying without interrupting. Acknowledge their points to show understanding.
  2. Clear and Concise Messaging: Be straightforward in your communication to avoid confusion. Stick to the main points.
  3. Empathy: Try to understand the emotions and perspectives of others. This helps in de-escalating conflicts.
  4. Non-verbal Cues: Be aware of your body language and tone, as they can convey confidence and openness.
  5. Constructive Feedback: Give feedback that is specific, focused on the behavior rather than the person, and includes suggestions for improvement.
  6. Stay Calm: Even in high-stress situations, strive to remain calm and composed to foster effective communication.

Step 2: Read

Chosen Messages to Respond To

  1. "Our client wanted the flowchart YESTERDAY, and they are MAD, MAD, MAD. Where is it? Were you so busy trying to get some face time with the CEO so you can climb the ladder out of this stupid department that you couldn’t be bothered with a project that you agreed to have done three WEEKS ago?"
  2. "I WILL NEVER BUY ANYTHING FROM THIS COMPANY AGAIN!!!!! THIS IS THE WORST CUSTOMER SERVICE THAT I HAVE EVER EXPERIENCED IN MY ENTIRE LIFE! The package was dented, and some of the accessories are missing. What’s wrong with you people?"

Step 3: Respond

Response to Message 1:

Subject: Re: Urgent Flowchart

Hi [Name],

I appreciate your urgency regarding the flowchart, and I sincerely apologize for the delay in delivering it. I understand how important this project is for our client and the impact it can have on our team's reputation.

The reason for the holdup was unforeseen complications with data gathering, which I should have communicated earlier. I take full responsibility and am already working to finalize the flowchart.

I will have it completed and sent to you by the end of the day, and I will ensure that this does not happen again in future projects. Thank you for your patience, and please let the team know that I am on it.

Best, [Your Name]

Response to Message 2:

Subject: Re: Customer Service Concern

Dear [Customer's Name],

I sincerely apologize for the experience you've had with our product. Your feedback is invaluable, and we take such matters very seriously.

I understand how frustrating it is to receive a damaged package with missing parts. I assure you that we are committed to rectifying this issue promptly. Please share your order details with me, and I will arrange for a replacement package to be sent to you immediately.

Thank you for bringing this to our attention, and I hope we can restore your faith in our company.

Warm regards,
[Your Name]
[Your Position]
[Your Contact Information]

Step 4: What to Submit

Be sure to save this document and submit it to the designated dropbox as per the assignment instructions.

Closing

This exercise has emphasized the importance of communication and conflict resolution skills in maintaining effective workplace relationships and customer satisfaction. Using empathy and clarity can significantly improve interactions and demonstrate leadership qualities, even in challenging situations.