1654749836-Worksheet_for_Assessment_3
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University of Notre Dame *
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550
Subject
Information Systems
Date
Nov 24, 2024
Type
docx
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Active Listening: The Six Ws
Review your assessment of your manager's voicemail and email to the customer. Then, consider
what, how, and why you must communicate to the Shipping Department, making notes of six
Ws in the boxes below.
Who are you writing to?
John Smith, the manager responsible for supervising all
shipping operations,
What is the problem?
Due to the delayed arrival of the printed order by nearly one
week, it is mandatory to rectify the situation by extending an
offer to the client for a complimentary replacement
purchase, rushed shipping, and providing detailed
information regarding the delivery schedule and instructions
for monitoring its progress.
What are your
responsibilities in solving 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?)
Several potential strategies can be employed to address the
problem, including implementing a more systematic
approach to item recovery, utilizing reliable sources of
evidence, and improving the packaging. Additional
responsibilities include composing an email directed towards
the department head of the shipping department, ensuring a
satisfactory outcome, and engaging in effective
communication with the client. Some tasks require
completion, including managing an email to Sara Robins and
leaving a message for Wanda. Both of these instances show
tasks that need completion. The necessary tasks involve
composing a letter to John Smith, transmitting a new order,
providing the client with a tracking number, and repaying
them for all shipping-related expenses.
Who is responsible for
refunding the shipping fees
to the customer?
Patrick, who is currently employed in the shipping
department,
When do the tracking
number and replacement
order need to arrive?
The deadline for generating and delivering a tracking number
to Printable and Beth is Tuesday. The deadline for submission
of the new order is Wednesday at 10:00 AM.
How will you confirm that
the tasks have been
completed?
Upon the completion of each stage, I will receive a
notification. Subsequently, I will oversee the order's progress
until it is collected by the driver, ensuring its timely delivery.
Why is this problem urgent
and essential?
The shipping department is responsible for identifying the
root cause of the product's delay, locating the underlying
1
issue, rectifying it, and employing all available means to
prevent its recurrence. The matter at hand is of utmost
importance and necessitates prompt consideration.
In addition, consider the following:
How do you think the
Shipping Department
Manager is feeling?
The head of the shipping department exhibited signs of both
agitation and willpower.
2
Why do you think the
Shipping Department
Manager is feeling that way?
The individual's feelings are likely influenced by the negative
impact of the delayed shipment, which has necessitated an
acknowledgment of responsibility and a commitment to
rectify the situation and improve performance, given that the
error can be attributed to their actions.
What are you trying to
accomplish in the email you
are sending? In other words,
what is your purpose for
writing?
The email aims to explain to the shipping department
manager the transpired events, solicit a replacement
shipment, retransmit the tracking number, seek
reimbursement for the incurred shipping expenses, and
ascertain the underlying cause of the issue to enhance future
outcomes.
3
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