Active Listening: Listening to Understand

Assessment 1

Instructions

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: Active Listening: Listening to Understand

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· Use active listening skills to reply effectively to a voicemail from your manager.

Introduction

Learning how to actively listen to what others are saying can improve your communication and help you reach your goals. This assessment focuses on applying the skill of self and social awareness to active listening by listening and responding to a scenario in the workplace. You will do this by applying active listening and oral communication strategies to reply effectively to a voicemail from your manager.

Overview

This assessment asks you to use what you have learned about actively listening and responding in the workplace. You will do this by applying active listening and oral communication strategies to reply effectively to a voicemail from your manager.

Instructions

For this assessment, you will listen to a voicemail, take notes, and record and submit a response. To successfully complete the assessment, complete the following steps:

1. Consider this scenario: You are a customer service specialist at ABC Inc. 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 is not your fault, she needs you to work quickly to resolve the issue. In order for you to address the problem, she has outlined some tasks that must be completed in order to fast-track the solution.

2. Listen to Active Listening: Voicemail. You may want to read the transcript for additional clarity.

3. Assess the voicemail, using the Six Ws you learned about, by completing the Six Ws Worksheet for Assessment 1 [DOCX].

4. Now that you have heard the voicemail and applied active listening skills to the message, apply oral communication skills to effectively respond. Record your voicemail response. 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.

5. Evaluate your voicemail and how you think Wanda would react by reviewing it and seeing if you think it addresses what you noted on your Six Ws Worksheet for Assessment 1 [DOCX] worksheet. If needed, re-record your voicemail.

6. Submit your voicemail, along with your completed Six Ws Worksheet for Assessment 1 [DOCX] worksheet.

Recording Requirements

· Length: 1 minute or less.

· Format: Use Kaltura (using Kaltura) for your recording.

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.

Note: Although this is an audio assessment, your instructor may use the Writing Feedback Tool when grading this assessment for additional feedback on the assessment’s purpose, organization, evidence, tone, and structure.

Competencies Measured

By successfully completing this assessment, you will demonstrate your proficiency in the following course competencies and scoring guide criteria:

· Competency 1: Interpret a speaker’s message to develop an appropriate response.

7.

Describe the main points from a message.

7.

Assess the importance of an issue based on a message’s tone by considering the Six Ws of communication.

. Competency 2: Develop professional written communications in a well-organized text, incorporating appropriate evidence and tone in grammatically sound sentences.

8.

Address the appropriate audience, using professional language and tone.

8.

Speak concisely and directly, using active voice.

· SCORING GUIDE

Use the scoring guide to understand how your assessment will be evaluated.

VIEW SCORING GUIDE

Hide 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.

Active Listening: Listening to Understand Scoring Guide

CRITERIA

NON-PERFORMANCE

BASIC

PROFICIENT

DISTINGUISHED

Describe the main points from a message.

Does not include the main points from a message.

Lists but does not describe some of the main points from a message.

Describes the main points from a message.

Analyzes the main points from a message and includes specific examples.

Address the appropriate audience, using professional language and tone.

Does not address the appropriate audience, using professional language and tone.

Focus on the intended audience wavers, or uses jargon, slang, idioms, colloquialisms, or terminology that inhibits clarity of expression.

Addresses the appropriate audience, using professional language and tone.

Addresses the appropriate audience, using professional language and tone. Uses precise and accurate vocabulary and effective word choice for articulate, fluent expression.

Speak concisely and directly, using active voice.

Does not speak concisely and directly, using active voice.

Speaks passively, with a tendency toward wordiness.

Speaks concisely and directly, using active voice.

Speaks concisely and directly. Conveys precise and unequivocal meaning through clear and consistent use of active voice.

Assess the importance of an issue based on a message’s tone by considering the Six Ws of communication.

Does not assess the importance of an issue based on a message’s tone by considering the Six Ws of communication.

Discusses a message’s tone but does not assess how this supports the importance of the issue.

Assesses the importance of an issue based on a message’s tone by considering the Six Ws of communication.

Assesses the importance of an issue based on a message’s tone by considering the Six Ws of communication, and provides specific examples to support the assessment.

Resources: Communicating at Work

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· PRINT

· Communication is more than just our connection to the world around us. It is a marker for success in our personal and professional life. Watch the Capella Stories to get a sneak peek into the four skills you can use to become a communication champion:

· Capella Stories: Communication Counts.

In the following textbook segments, you can begin to examine how the changing nature of employment is making effective communication even more essential:

· Thill, J. V., & Bovée, C. L. (2020). Excellence in business communication (13th ed.). Pearson. Available in the courseroom via the VitalSource Bookshelf link.

2. “Understanding Why Communication Matters,” pages 3–5, examines how communication is important for your career and for the company you work for and outlines what makes business communication effective and ineffective.

2. “Communicating as a Professional,” pages 6–8, reviews the communication needs of employers and peers in an organizational context.

2. “The Conventional Model,” page 9, and “The Social Communication Model,” page 14, examine the similarities and differences between the most common communication models.

The following article highlights the skills of good communicators according to a study among managers:

. Coffelt, T. A., Grauman, D., & Smith, F. L. M. (2019). Employers’ perspectives on workplace communication skills: The meaning of communication skills. Business and Professional Communication Quarterly, 82(4), 418–439.

The following article provides helpful communication tips to help you handle workplace conflict:

. Shapiro, R. G. (2019). Defuse workplace conflict. Phi Kappa Phi Forum, 99(2), 14.

Resources: The Six Ws of Communication

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· PRINT

· As you progress through the course, keep the Six Ws in mind to help you gather the information you need to communicate the whole story:

1. Who: Who is the person (or the people) acting or experiencing things in the message?

2. What: What happened, is happening, or will happen? What is the main event of the message?

3. When: When is the event (or events) of the message occurring, or has it already occurred?

4. Where: Where did (or will) all the actions take place?

5. Why: Why is the speaker telling you this message? What is the reason behind this communication?

6. How: How are things getting done in the message? What are the details and steps involved?

Resources: Active Listening

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· PRINT

· Watch the following to see how Dani Sher, a doctor in one of Chicago’s busiest emergency rooms by day and an improv comedian by night, uses active listening to perform her best in these drastically different roles:

· Capella Stories: The Power of Listening.

The following examines why listening is a much more complex process than we imagine and provides helpful tips on how to become a better listener:

· Thill, J. V., & Bovée, C. L. (2020). Excellence in business communication (13th ed.). Pearson. Available in the courseroom via the VitalSource Bookshelf link.

2. “Improving Your Listening Skills,” pages 37–39.

Watch the following, starting at 08:38, to learn about how staying in “listening mode” allows you to understand the needs and emotions of the person speaking to you:

. Conscious Business Institute (Producer). (2015). Active listening: Why you need to listen before you speak [Video]. Films on Demand.

The following article details methods to engage in active listening in face-to-face, online, and hybrid environments:

. Spataro, S. E., & Bloch, J. (2018). “Can you repeat that?” Teaching active listening in management education. Journal of Management Education, 42(2), 168–198.

Resources: Nonverbal Communication

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· PRINT

· As you likely know, not all communication is spoken. Read about the six types of nonverbal signals and what they “say” to others:

· Thill, J. V., & Bovée, C. L. (2020). Excellence in business communication (13th ed.). Pearson. Available in the courseroom via the VitalSource Bookshelf link.

1. “Improving Your Nonverbal Communication Skills,” pages 43–44.

Nonverbal communication is not only a part of communicating effectively on the job but also is about getting the job. Read the following to learn how interviewers assess the nonverbal signals of their interviewees. Pay particular attention to the Understanding Nonverbal Cues section.

. Ganguly, S. (2017). Understanding nonverbal cues: A key to success in interviews. IUP Journal of Soft Skills, 11(2), 62–72.

Resources: Personal and Social Responsibility and Empathy

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· PRINT

· An essential part of communication is understanding the needs of others and being able to appropriately respond to them. To do so, you must understand yourself as a communicator and how your communication style affects others. Understanding yourself and how you relate to the world around you—or your self and social awareness—can help you reflect on your communication strengths and weaknesses. Read the following to learn more and for methods to help build these essential skills:

· Connelly, M. (2020). Self awareness. https://www.change-management-coach.com/self-awareness.html

· Connelly, M. (2020). Social awareness. https://www.change-management-coach.com/social-awareness.html

After you read the above articles, you will understand how showing empathy, or the ability to understand the feelings of someone else, is a sign of strong self and social awareness. Read the following to learn about how using empathy can make you a highly desired employee:

· Lucas, S. (2020). How to use empathy to improve your workplace. https://www.thebalancecareers.com/using-empathy-to-improve-your-workplace-4157504

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Active Listening: The Six Ws

Listen closely to Wanda’s voicemail, making notes of the six Ws in the boxes below.

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)? Why do you feel that way?

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