ifsm 380 applying skills to support

Assignment: Presentation on Applying Skills to Support Customers

Quotation from IT leadership: "We are a customer service organization and always need to put our

best foot forward in front of our customers…. We need IT professionals that understand the

importance of making an emotional deposit before taking a withdrawal. We need IT professionals who

know how to communicate and build a relationship with a broad range of colleagues across the

organization and across localities…."

Scenario: Your company operates many small sites that does not necessarily have full time IT staff at the

buildings. Support for these sites comes from an IT team from a larger site in the area. In some cases, the

closest larger site is in a neighboring state and the IT team will need to fly in to visit the site. Brian, an IT

professional based in Portland, OR was asked to fly with his team to Boise, ID and help a site with setting

up some network equipment. While Brian was at the site, he took it upon himself to make introductions

and explain to the leadership team about how the IT department works and provided contact numbers

to call if they needed anything in the future. He could have simply completed his tasks and returned.

However Brian understood the need to earn trust and build a relationship. During a peak season last

year, the site ran into a critical issue where they broke many of their handheld scanners as they were

ramping up volume and needed more in a hurry. The operations team contacted Brian in a panic. After

he obtained a calm and accurate explanation of the problem, he communicated it to his team. The team

came up with a solution, but it took a few hours for the issue to be resolved. During that time, Brian

provided regular updates to the operations team leader. He and his team were able to take care of the

issue for them. The operations team leader expressed his appreciation and admiration of Brian's

handling of the situation.

Assignment: Drawing from the scenario above, create a presentation to be given to entry level IT staff

explaining how they should contribute to customer support and satisfaction by employing their skills at

communication, teamwork, collaboration, and relationship building.

1. Review the course materials on communication, teamwork, collaboration, and relationship

building, conduct some additional research on your own, and draw from your own experience in

these areas. Even if you are able to draw on extensive personal experience, some additional

research is necessary (beyond materials from the course). Supplementing your personal

experience with data, quotes, ‘expert’ opinion and established best practices is always a plus.

Should you use a direct quote: one or two sentences (max) typically work best, certainly not a

paragraph. APA documentation is required for all external resources. See the rubric for specific

requirements.

2. You may choose to highlight/include actions that Brian and his team used in the scenario above.

However this is not absolutely necessary.

3. The presentation will be done using PowerPoint and consist of the following 7 slides;

o A cover slide with a title and your name and date

o An introductory slide on what will be covered

o One slide for each area (communication, teamwork, collaboration, and relationship

building) that tells the L3s what they can do in those areas to contribute to customer

support and satisfaction. Provide at least 3 skills/techniques for each:

▪ What communication techniques can an associate use to contribute to

customer support and satisfaction?

▪ How can an associate use teamwork to contribute to customer support and

satisfaction?

▪ How can an associate use collaboration outside a work team to contribute to

customer support and satisfaction?

▪ What steps can an associate take to build relationships with internal customers?

o A conclusion slide

4. Your presentation format should be professional and use frames, color and/or style to make it

interesting in appearance to keep your audience’s attention. Each slide should have a title, a slide

number, and a limited number of bullet points. A presentation should capture key bullet points

and not include complete paragraphs and detailed text. The bullet points in your

presentation should be supported by relevant details in the Notes section of the

slides. Use the Notes area to write what you would say (all your words from "Good morning"

to "Thank you") if you were giving this as a presentation.

GRADING RUBRIC:

Use the grading rubric below to check that your work meets the standards expected and is complete.

Criteria

90-100%

Far Above Standards

80-89%

Standards

70-79%

Meets Standards

60-69%

Below Standards

< 60% Well

Below Standards

Possible Points

Introduction 8 Points 6.4 Points 5.6 Points 4.8 Points 0-4.8 Points 8

Provides a very

Provides an

Provides an

Introduction is not

Very little or no effective effective introduction to the appropriate for introduction is

introduction to the presentation.

introduction to the presentation.

presentation. the presentation. provided.

Communications 10.8-12 Points 9.6 – 10.8 Points 8.4 - 9.6 Points 7.2 – 8.4 Points 0-7.2 Points 12 Skills

3 or more At least 3 relevant At least 3 relevant 2 relevant skills 1 or no relevant

relevant skills skills discussed; skills discussed discussed. skills discussed.

discussed; demonstrates some demonstrates critical thinking. critical thinking.

Teamwork Skills 10.8-12 Points 9.6 – 10.8 Points 8.4 - 9.6 Points 7.2 – 8.4 Points 0-7.2 Points 12

3 or more

At least 3 relevant

At least 3 relevant

2 relevant skills

1 or no relevant relevant skills skills discussed; skills discussed discussed. skills discussed.

discussed; demonstrates some demonstrates critical thinking. critical thinking.

Collaboration 10.8-12 Points 9.6 – 10.8 Points 8.4 - 9.6 Points 7.2 – 8.4 Points 0-7.2 Points 12 Skills

3 or more At least 3 relevant At least 3 relevant 2 relevant skills 1 or no relevant

relevant skills skills discussed; skills discussed discussed. skills discussed.

discussed; demonstrates some demonstrates critical thinking. critical thinking.

Relationship 10.8-12 Points 9.6 – 10.8 Points 8.4 - 9.6 Points 7.2 – 8.4 Points 0-7.2 Points 12

Building Skills

3 or more At least 3 relevant At least 3 relevant 2 relevant skills 1 or no relevant

relevant skills skills discussed; skills discussed discussed. skills discussed.

discussed; demonstrates some demonstrates critical thinking. critical thinking.

Conclusion 8 Points 6.4 Points 5.6 Points 4.8 Points 0-4.8 Points 8

Provides a very

Provides an

Provides a

Conclusion is not

Very little or no

effective effective conclusion conclusion to the appropriate for conclusion is conclusion to the presentation.

to the presentation. presentation. the presentation. provided.

Notes Section 12.6 - 14 Points 11.2-12.6 Points 9.8-11.2 Points 8.4-9.8 Points 0-8.4 Points 14

Presentation is

Presentation is clear

Presentation is Presentation is not No Notes clear and concise and supported by Notes that contain all that would be said during the presentation, demonstrate a sophisticated level of thinking and writing, and augment, rather than repeat what is on the slides.

and concise and supported by Notes that contain most of what would be said during the presentation, demonstrate critical thinking and effective writing, and augment, rather than repeat what is on the slides.

clear and concise and supported by Notes that contain much of what would be said during the presentation.

supported by appropriate Notes; may not be clear and concise.

included or notes just repeat slide content, or extremely minimal notes are used.

External Research 10.8-12 Points 9.6 - 10.8 Points 8.4 – 9.6 Points 7.2 – 8.4 Points 0 – 7.2 Points 12

Presentation

Presentation

Presentation may External source(s) Major aspects are includes a very includes a include a may be less than lacking, either in effective use of somewhat effective somewhat effective. the effectiveness two external sources (data, direct quote, best practice, idea). Correct in-text APA citation is included on the slide. Complete and correct APA reference is included in the speaker notes for that slide.

use of two external sources (data, direct quote, best practice, idea). Correct in-text APA citation is included on the slide. Complete and correct APA reference is included in the speaker notes for that slide.

effective use of two external sources (data, direct quote, best practice, idea). AND/OR only partially in-text APA citation is included on the slide. AND/OR only partially complete and correct APA reference is included in the speaker notes for that slide.

Presentation might include one rather than two external sources. May contain only partially correct APA in-text citation/reference.

of the external source(s), their number, or APA documentation.

Presentation 9-10 Points 8.5 Points 7.5 Points 6.5 Points 0-6 Points 10 Format

Presentation Presentation Presentation is Presentation may Presentation is

reflects effective reflects effective organized; not be well extremely poorly

organization, organization, good appropriate organized, and/or done and does

creative design design and illustrations, charts contains not convey the

and sophisticated appropriate level of and/or diagrams several/many information.

level of communication; are included; grammar and/or communication; appropriate correct structure spelling errors; appropriate illustrations, charts of slides, with and/or does not illustrations, and/or diagrams some grammar, include charts and/or are included; and spelling any/appropriate diagrams are correct structure of errors; follows charts, diagrams included; correct slides, with few instructions or illustrations; structure of grammar, and provided. and/or does not

slides, grammar, spelling errors; follow instructions and spelling; presented in a provided. presented in a

professional format; follows instructions provided.

professional format; follows instructions provided.

TOTAL Points Possible 100