Comtempory Issues In Special Education ELSE 6013 Contempora


Assessment 3 Instructions: Written Communication: Communicating a Plan · PRINT · Use time management, digital tools, and written communication to solve a customer issue through email. Introduction When it comes to communicating in the modern world, there are many tools you can use to improve the way you send and receive ideas and information. A successful builder maintains a quality toolbox to have the right tool on hand for the job. The same is true for a successful communicator the modern workplace requires us to understand and utilize digital tools to communicate effectively. But how will you choose the right tool for the jobs you face? For this assessment, you will practice your communication, digital proficiency, and productivity skill by practicing using time management and written communication to solve a customer issue. In doing so, you will apply what you have learned about professional written communication to write a message that communicates tasks and timelines relevant for a specific audience and purpose. Overview This assessment gives you an opportunity to practice your communication, digital proficiency, and productivity skills. You will do this by using what you have learned about professional written communication to write a message that communicates tasks and timelines relevant to a specific audience and purpose. Instructions 1. For Assessment 1, you sent Wanda a voicemail, referencing Sara; for Assessment 2 you emailed Sara Robins of Printables. Now you need to email your Shipping Department manager, John Smith, clarifying the next steps. To-Do Items Task To-Do Item For Due Date Status Respond to Wanda’s voicemail message.   Leave a voicemail message for Wanda to confirm next steps for resolving the issue. You Monday  Complete ?Inform the customer.   ?Email Sarah Robbins at Printables to communicate how we will resolve the issue.  You  Monday  Complete   ?Communicate the new plan.   Send message to John Smith, the Shipping Department manager, to get their assistance.   You  Monday (end of day)   To do  Send new shipment.   Ship replacement order to customer at no charge.   Shipping  ?Arrives by Wednesday  To do Send shipment tracking number to customer.   Shipping  Tuesday  To do Refund shipping fees to customer.   Shipping  Tuesday  To do 2. Use the proper language and tone to write an email message to the Shipping Department manager explaining what needs to be done. Make sure to refer to the table above for the details. Use the Email Template [DOCX]. Include the following in your email: · Identify what task still needs to be completed. · Identify which to-do items need to be done by the Shipping Department. · Clarify when the replacement order is scheduled to arrive. · Identify which person is responsible for refunding the shipping fees to Printables. You need to mention someone by name here (either invent a specific employee or assign the task to the shipping manager particularly). · Use professional language and tone appropriate for internal communication with co-workers. 3. Evaluate your email and how the Shipping Department manager would react by completing the Six Ws Worksheet for Assessment 3 [DOCX]. If needed, edit your message. 4. Submit your email, along with your completed Six Ws Worksheet for Assessment 3 [DOCX] worksheet. Requirements · Format: Use the Email Template [DOCX]. Refer to figure 8.3 on page 231 of your Excellence in Business Communication textbook for an example. Use Calibri 12-point font. 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. Evaluate an email and anticipate audience reactions 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. Identify tasks that need to be completed, by whom, and when. 8. Address the appropriate audience, using professional language and tone. 8. Write concisely and directly, using active voice. Active Listening: The Six Ws Review your assessment of your manager’s voicemail and of your email to the customer. Then, consider what, how, and why you need to communicate to the Shipping Department, making notes of six Ws in the boxes below. Who are you writing to? What is the problem? What are your responsibilities to solve the problem? What responsibilities do others in your organization have? (What tasks still need to be completed? What tasks need to be done by the Shipping Department? What are the steps involved?) Who is responsible for refunding the shipping fees to the customer? When does the tracking number and replacement order need to arrive? How will you confirm that the tasks have been completed? Why is this problem urgent and important? In addition, consider the following: How do you think the Shipping Department Manager is feeling? Why do you think the Shipping Department Manager is feeling that way? What are you trying to accomplish in the email you are sending? In other words, what is your purpose for writing?

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