Final Appeal: I am arguing for an “A” for the internship in the CSC. I believe that I have put forth effort and sometimes tears to make sure I did this internship on point. Not only have I learned from this experience but I have confidence now that I lacked before this internship. I have done the work required for this course and went above and beyond the requirements. You will find in “Learning Outcomes 5” that I worked over the required amount for this course. As you look through my e-portfolio you will find that I integrated aspects of my IT minor to give this e-portfolio the attention and flare that I believe it deserves. If I was asked what do I take away from doing this internship? I would have to answer the compassion to help others and give sandwiched feedback. Knowing that I do have the skills and understanding to help others has been a liberating aspect of this experience. I do not believe I would have ever broken out of my shell if I did not have this experience. Enjoy my e-portfolio and I hope I have left you with the same feeling that I have about deserving an “A”.
Winston gave me an order to “dive in, try it, and take initiative” so that is what I am doing. Instead of just observing what to do I am just going to jump in and get stuff done if I am doing it wrong or not in the exact manner it should be done at least I will learn from my mistakes. But getting over my nerves is a goal and I believe her instructions will help me conquer this in more ways than one. I am keeping the mini paper connected to this paper just as a reminder of how I tried to answer the questions on this review in paper form when I could have done it in bullet point form. Every project or assignment is just another way to broaden my knowledge of communication and master a skill.
(This is from my first professional review)
#1 Professional Review
Brief Exchange and theory that best fits.
My first client encounter was exciting and nervous all at the same time. As I sat with this young lady and listened to what she needed help with on her speech the wheels started to turn and everything clicked. This small meeting was an exchange of Coordinated Management of Meaning (CMM) by Pearce. In following with the NCA Credo for Ethical Communication “we advocate truthfulness, accuracy, honesty, and reason as essential to the integrity of communication”. (Griffen, A-8) In CMM “offer a variety of tools to help us understand flawed patterns of interaction, identify critical moments in our conversations, and it should suggest ways to talk that will create a better social environment.” (Griffen, 67) it is the exchange of communication while using stories. Alongside the use of stories you have a choice to make positive or negative reactions to these stories that make the conversation go well.
The client and I worked with needed help on with her self introduction speech. I looked over the outline and went over what a thesis is and how to get an attention getter. So working on these specific items from her outline I just simply asked her about her story. So she told me about how she is a small town girl in college to be a traveling reporter. How she wants to see the world and inform people of things going on in the world. From her story being told I was able to guide her into a few ideas about how to get the attention getter for her speech. Then walked through what a thesis is so she was on the right track. As stated by Schmidt in 2011 “the tutor-student relationship is based on trust – trust that the tutor will give to the student all the information necessary to succeed and trust that the student will strive for improvement within the given field/area of study” (Yook, 179). I feel this client left excited to work on her speech.
This encounter with my first client was great. Not only did I feel like I gave this girl the guidance that she needed to finish her speech I also invited her back for us to listen to her speech once she finished. In the theory of CMM sometimes a story told can help in helping another person find the way through something they already know. She knew her story but by telling someone her story it was able to give her the confidence to use the story that she already knew which is her own life. Using positive communication and respect in dealing with clients is important to make sure that a bond is formed so that they can succeed in evaluating and thinking for themselves. When you look at the hard truth all I did is nudge this girl in the right direction and encourage her that her story was great and interesting. I hope to have many more client experiences such as this where with positive reinforcement a person can see how amazing their story already is and just show them how to make it come to life.
#2 Professional Review – A new theory for this previous encounter. I would like to take a moment to look at Relational Dialectics. This is a theory by Leslie Baxter and Barbara Montgomery. In this theory there are several relationships defined but I would like to focus on the “stability-change” portion of this theory. It is defined in Griffen as “a class of relational dialectics that includes certainty-uncertainty, conventionality-uniqueness, predictability-surprise, and routine-novelty.” So let us take a moment and break down this theory into how I see it relating with the relationships that we build in the Communication Skill Center. I believe the Communication Skill Center has a stability to it just by what we present on the surface. People come to us not expecting a ton but want to change in someway to understand the information that is being presented. So we allow a safe haven for them to come in and reflect upon their stability of knowing the material and venture into the change by allowing us to help guide them in a direction they may not have normally stumbled upon. This makes being an intern exciting. When you look at the work that is required it is intense but when you are able to take the learned information and help a client it is like a bright rainbow appears and a unicorn is dancing upon it. Sometimes as students I believe we can be scared to tell someone else how to do something but we have experienced what they are going through and survived. This survival is apparent in how we evaluate and help others with their work. The bond that we are forming with the clients is also a way for us to go from our stability to change. It is only necessary that we change in this internship journey so that we know that we are retaining the information that is placed upon us. I hope to continue this journey and grow with each encounter with a client I have before this semester is over.
With the mini moments that I have helped clients this semester I would like to reference another theory.
- Clearly identify the topic you will focus on during the training.
- The importance of consistent positive customer service in the workplace.
- Describe why you have chosen this topic. Include research that supports the reason you feel this topic is important to professionalism in the workplace.
- As a group we all have had experience with customer service on both sides. We have either worked in retail, hospitality, or some organization where customer service was very important and being held accountable for the way we treated the customer as well.
- Research: George Herbert Mead writes about Symbolic Interactionism Theory in A First Look at Communication Theory by Griffen. This theory alone states how “Symbolic interaction isn’t just talk. The term refers to the language and gestures a person uses in anticipation of the way others will respond.” This alone is an important aspect of customer service. When you take a situation that can arise with a dissatisfied customer it shows not only in the what they say but how their body reacts to what they say and feel. In this same regard this communication to an employee will make an untrained employee react to the customer’s approach to the situation. In this theory you have to take each part of it and look at it from the other person’s perspective.
- Meaning: the construction of social reality-
- “Humans act toward people or things on the basis of meaning they assign to those people or things. Once people define a situation as real it’s very real in its consequences.” (55, Griffen)
- Language: the source of meaning:
- Words or things have no meaning only social interaction gives them meaning. When you break this down it is the interaction that can make or break an interaction.
- Thinking: The process of taking the role of the other
- “An individual’s interpretation of symbols is modified by his or her own thought processes.” (58, Griffen)
- “Language is the software that activates the mind, but it doesn’t come preinstalled.” (58, Griffen)
- This basically expresses how you should imagine yourself in the same mindset of the other person.
- The Self: reflections in a looking glass-
- “The mental self-image that results from taking the role of the other; the objective self; me.” (59, Griffen)
- Society: the socializing effect of others’ expectations
- Generalized other: the composite mental image a person has of his or her self based on societal expectations and responses.
- How people think of you and that’s why you react that way. You can’t take a customer’s complaint as being personal. Even though they may/will come across as they are belittling.
- Critique: Setting the Gold standard for three interpretive criteria
- Clarification of values
- Understanding of people
- Community agreement
This theory really breaks down how we have to take in account the other person as a person who may have a lot going on. I know with the Graduate students who are “forced” to come over here for our help this theory has been very helpful in understanding and assisting without taking offense to their attitudes. Not all of them have been unpleasant but usually they walk in with the attitude of “I don’t know what to do” and “my teacher is making us” but when they leave they have smiles on their faces. Also inviting them back so that we can assist them with any of their speaking needs has been a great way to show them we care as a group.
Prof. Review #2
Addie’s Folder: This is a link to my work in the shared folder.