Assignment

CSS110 Customer Rela0onship Management: Por9olio Assignment 4

Conflict Resolu0on Stories

This assignment is for students who are currently not in an ac0ve externship and therefore not able to complete their Externship Journal assignments. Students who are able to complete their Externship Journals are not required to do this assignment.

Descrip0on:

Employers look for candidates who can collaborate with others and handle conflicts at work produc8vely. Especially in posi8ons related to customer service, you should expect to be asked and be prepared with good examples to show how you have successfully responded to conflict at work, with customers, coworkers, a supervisor, etc.

Read the 2 following ar8cles from Indeed.com, with 8ps for conflict resolu8on, examples, and common interview ques8ons about conflict.

hBps://www.indeed.com/career-advice/resumes-cover-leBers/conflict-resolu8on-skills

hBps://www.indeed.com/career-advice/interviewing/handle-conflict-in-workplace

Then, prepare 2 example stories you could talk about in a job interview. At least 1 of these should involve clients or customers. Write about your stories like blog posts, in a professional but conversa8onal tone.

Make sure to use the STAR approach in telling your stories:

• Situa8on: Explain the issue you were dealing with in a posi8ve, construc8ve way.

• Task: Describe your role in the situa8on.

• Ac8on: Describe what you did to resolve or respond to the situa8on.

• Result: Explain how your ac8ons had a posi8ve outcome, and/or what you learned from the experience.

Submit your work in at least 400 words to Por9olio Assignment 4 in Moodle.

FOR INSTRUCTOR USE ONLY

Grading Rubric

Grading accepts a start value of 100. Points will be deducted for failure to fully complete or meet the stated requirements. 90-100 = Represents work of superior quality (A); 80-89 = Represents work of good to very good quality (B); 70-79 = Represents adequate command of class content (C); 69 and below = Represents work that shows a need for development or improvement (F); 0 = Represents plagiarized work (F).

CSS110: Customer Rela0onship Management

Student: Instructor: Date:

Por9olio Assignment 4: Conflict Resolu0on Stories

YOUR SCORE: ________

Instructor Comments:

Descrip0on of requirements Possible Points

Your Points

Prepared 2 example stories you could talk about in a job interview. At least 1 of these should involve clients or customers. 20

Wrote about your stories like blog posts, in a professional but conversational tone.

20

Stories follow the STAR format (Describe the situation and student’s role, the action(s) student took, and the result).

40

Submitted at least 400 words 10

Assignment was submiBed by due date 10

TOTAL 100