| Preparing for Seminar
Kylie has requested that the Sales and Marketing assistants work together
as a team to prepare for the seminar for the stores to
be held on the 20th of next month. The title of the Seminar is “Focus
on Service”. Kylie has requested that the team complete a number
of tasks.
Quite a number of the stores have requested training on customer communication,
therefore the team is to help prepare for the afternoon session on “Talking
to Customers”. The topics to be discussed with the stores include:
- Telephone Skills
- Active listening techniques
- The Art of Questioning
- The importance of Body Language
- Problem solving skills in handling customer complaints
Task 1- Preparing Information
Each of the stores will be given information about these topics
and it will be your job as a team to prepare some information
about each topic to be assembled into one booklet. You can use
your own headings and graphics to make the booklet interesting and attractive.
Task 2 - Hold a Meeting and take Minutes
As a team, hold a meeting to brainstorm the topics. Decide what
information should be included and suggest a suitable length for the topics.
Access a copy of the Minutes of the Meeting from the Stationery
and Forms link from the Swaggies website and choose one member
of the team to complete the Minutes of this meeting.
Team tasks must be shared equally among the team and all members must
take responsibility for at least one topic. You will need to access printed
material or the Internet to help you with the information required for
the topics. The team should follow the style guidelines for Reports as
outlined in the Policy and Procedures Manual.
Task 3 - Saving and Printing Minutes
The minutes should show the topic and tasks each team member
is responsible for and the due date for completion of drafts. Save
the Minutes as Minutes-yourinitials.doc in the Sales and Marketing Meetings
folder. Print out a copy of the Minutes for me.
At your next meeting, Kylie wants you to look at the progress of the
team. Access a copy of the Minutes of the Meeting from the stationery
folder and choose another member of the team to complete the Minutes of
this meeting.
Task 4 - Progress Report
Each member of the team is to give a progress report at the
next meeting, on his or her area of responsibility. I want all members
of the team to offer feedback and advice to each team member. If there
are problems I want the team to try and reach a solution. The Minutes
of this meeting will update me with the progress of each member and the
due date for the final drafts.
Task 5- Saving and Printing Minutes
The minutes should be saved to your personal folder as Minutes2-yourinitials.doc
in the Sales and Marketing Meetings folder and print a copy of the minutes
for me.
Task 6 - Ongoing Meetings and Minutes
The team may need to have ongoing meetings as required to complete
the task but as this has to be ready for the Seminar next month you can’t
afford to waste any time. Please keep the Minutes of any meetings you
have and give me a copy.
Task 7 - Saving
When the final drafts have been proofread, save all the topics
as one complete document in the Sales and Marketing file as Seminarteams.doc.
Give each topic its own title page. Make sure that the final report conforms
to the style guidelines. Create a cover page called “Focus on Service”
with a subheading called “Talking to Customers”.
Task 8 - Print and Bind
Use the photocopier to print off a copy for each member of the
team and one copy for me. I would like the cover to be copied on coloured
paper. Use the binder to bind all copies of the booklet.
Task 9 - Reflection Journals
Finally, as this has been one of your first experiences as a
member of a work team, I want you to reflect on your own performance and
the performance of the team in completing the task that was set. Please
access the Team Reflection Journal from the Human Resources Reflection
Journals folder and complete this sheet individually. Save this as Reflection
yourinitials.doc in your personal folder.
Swaggies…encouraging ongoing learning!
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