Capella University Week 2 Active Listening The Six Ws Worksheet

Overview

This assignment asks you to use what you have learned in the first weeks of the course about actively listening and responding in the workplace. You will do this by responding to a voicemail from your manager, applying active listening and oral communication strategies.

Instructions

For this assignment, you will listen to a voicemail, take notes, and record and submit a response. To successfully complete the assignment, 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 the shipment issue is not your fault, she needs you to work quickly to resolve the issue. To help you address the problem, she has outlined some tasks that must be completed in order to fast-track the solution.

2. You may want to read the transcript for additional clarity.

3. Assess the voicemail, using the Six Ws you learned about in Week 1

4. Now that you have heard the voicemail and applied active listening skills to the message, apply oral communication skills to effectively respond to the voicemail. Use Kaltura to record your voicemail response. For information about how to record with Kaltura, review the tutorials on the Using Kaltura resource page. 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 worksheet. If needed, re-record your voicemail.?