Assessment Instructions
Preparation
This assessment requires you to record a response using Kaltura or a similar tool. Review the following information to prepare for your recording:
- If you have not already done so, set up and test your microphone, using the installation instructions provided by the manufacturer.
- Practice using the microphone to ensure the audio quality is sufficient.
- Refer to Using Kaltura for directions on recording and/or uploading your recording in the courseroom.
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.
Scenario
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.
Instructions
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.
- Who first experienced the problem?
- What happened?
- What is the problem?
- When did the problem occur and when was it discovered?
- Where did the problem occur?
- Why did Wanda tell you this message?
- How should the problem be addressed? What are the steps involved?
In addition, consider the following:
- What nonverbal cues do you notice? Consider pauses and changes in tone of voice.
- How do you think your manager is feeling based on these nonverbal cues?
- Why do you think your manager is feeling that way?
- How important is the issue (minor, urgent, catastrophe)?
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:
- Describes the main points from your manager’s message.
- Uses neutral language and tone appropriate for a response to your manager.
- Assesses the importance of the issue based on the manager’s tone.
- Is limited to one minute or less.
Recording Requirements
- Length: 1 minute or less.
- Format: Use Kaltura or similar software for recording. Contact your faculty if you choose not to use Kaltura to make sure they can access the file.
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.
