business com ( task 3)

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business com ( task 3)

I’m working on a Business exercise and need support.

Task 3: Verbal Communication

ACTIVITY 1: INSTRUCTIONS

Many jobs require employees to communicate with clients or stakeholders over the phone. To do so effectively, employees must learn to verbally communicate in a way that conveys both message and emotion.

1. From the Important Documents folder, download the Week Three file entitled “Attitude Anchor Worksheet” Complete the worksheet with the information derived from Customer Service Fundamentals Sections 1 and 2.

2. Complete Customer Service Fundamentals Sections 1 and 2 in Lynda.com.

3. Complete the Lynda.com tutorial entitled Using Phone Etiquette.

4. Review Phone Miscommunication.

5. From the Important Documents folder, download the Week Three files entitled: Phone PowerPoint and “Phone Conversation Template”. Analyze each picture in the PowerPoint and what the employee is saying. For each picture fill in the “Phone Conversation Template” stating what you believe is appropriate and inappropriate about their phone communication. This may include posture, expressions, verbal communication, and attitude. One has been completed for you as an example.

Requirements:

· Please be sure to complete the entire assignment to receive maximum credit for this task.

· Use and include information from the weekly course content and outside sources to support the conclusions contained in the paper.

· Be cognizant of spelling, punctuation, and grammar.

· All sources should be cited in proper APA format (in-text citations and a reference list).

· Due on Sunday at 11:59 pm EST.

ACTIVITY 2: INSTRUCTIONS

1. Watch “Customer Service Basics” https://youtu.be/eB9Bq3YJGcA

2. What is you-attitude? How can I create you-attitude beyond the sentence level? How can you create positive emphasis?

3. After watching the clips and reflecting on your attitude, write a 500-word essay. The essay should address you observed in the two videos and your assessment of your attitude and how you can create a “you-attitude.” Be sure to answer the question, “How can I create positive emphasis?” Also, be sure to address key points from what you have learned in the course thus far.

Requirements:

· Minimum 500 words (excluding title page and reference list); 12 point Times New Roman Font and double-spaced.

· Please be sure to answer the entire question to receive maximum credit for this task.

· Use and include information from the weekly course content and outside sources to support the conclusions contained in the paper.

· Be cognizant of spelling, punctuation, and grammar.

· All sources should be cited in proper APA format (in-text citations and a reference list).

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