Assessment Task 3 of 3 (Workplace problem project)

Task summary
Students are required to identify potential solutions for a case study scenario.
This assessment is to be completed in the simulated work environment in the RTO.
Required

 Access to textbooks and other learning materials

Submit

 Email with Case Study Responses attached.

Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment
criteria included in the checklist included with this task.
Resubmission opportunities
If a student submits work that is not satisfactory, the assessor will provide written feedback
explaining why, as well as timelines for resubmission.
Assessment Task 3 Instructions as provided to students
Complete the following activities:
Carefully read the following scenario
The new customer service officer has now been with IPSO Hospitality Group for three months.
She confides with you (a fellow customer service officer) that she is feeling stressed and hasn’t been
sleeping well because she doesn’t feel that she has had enough training to do her job and
sometimes when customers call with issues, she is just not sure how to respond.

Question 1:
Briefly explain why the issue identified in the scenario is an issue that needs to be resolved.
The new customer service officer came to me and share her problem about that she is feeling
stressed and worried and could not sleep properly, thinking about her problem that she could not get
enough training and also could not gain more knowledge from the training and that results her
weakness part in the solve customer issues and inquires and could not even response to customer.
So, there seems she is worried about her task and could not sleep at night properly. So, for this
condition she does not need to think more and worried about such simple things, otherwise it will
hamper her health and even she couldn’t come in duty. To solve this issue, she need to consult with
her senior and hiring managers to give her chance to join in trainings about the customer service
trainings and leadership growth training and also she need to visit doctor for checkups about her
stressed part of sleep and need to take medicine as per prescribed. Then only she can be able to
perform her duty and handle customers and can respond to the customers for her interpersonal
growth as well. She also requires to have eager and willing to learn in trainings and implement them
in her duty time.

Question 2:
In around a paragraph, describe what good stress is and what bad stress is.

Good stress, or improved thinking is the kind of stress that we experience when we are happy
and satisfied by our jobs and everything that became positive in our life like the stress free or
relief from the suffering pain and worries. The pulse rate will increase and the hormones surge,
there is no scary or threats or loss of happen. We also feel this kind of stress when we
accomplish our task in the duty and have reward and prizes, when we make our work
successful and get motivation from our senior it usually happens the feeling of good stress.
Good stress is also good for our development and helps to generate income through the self-
motivation of the good stress and right situation. For example: If in a company we have a task
for customer service and if we satisfied the customer by our proper guidance in this particular
situation, we can feel the availability of the good stress.
Likewise, bad stress is the problem of failure and unsuccessful of the situation that occurs in our
life, due to the physical and mental stress of thoughts and situation arises in the person’s life.
Bad stress is caused due to our activity and the surroundings situation for example: if there is
new customer service officer in the company and if he/she could not entertain and response the
customer issues and inquires that is the real situation of bad stress. That results in anxiety, pain
and stressed and even could not sleep in night by being pained and stressed.

Question 3:

Who should the stressed customer service officer speak to?

The stressed customer service officer need to share her ideas with the colleagues first because we
can get some relief by sharing our problems with friends and then after she need to talk with the
senior staffs so they could suggest her right things and finally she need to speak up with the
supervisors and managers about her problem to get the remedy for the problems occurred in her
work place that the challenge to handle the customer call and response for it.

Question 4:
In around a paragraph, describe what the stressed customer service could ask for in terms of
changes that would address their situation.

As, per the stressed customer service officer became frightened and got scared to respond the call
of customer regarding the issue of the customer service and may be the complain of the customer.
In this particular situation she cannot handle the situation properly and she could not address the
issues properly. But after sometime she can share the problem with her colleagues and supervisors
about the trainings she need like proper counseling, various leadership and customer service
trainings and as well as medical checkup for psychic development of brain, that builds her
concentration power to deal up with the unwanted situation like customer inquiries and the issue. So,
it will be effective to her.

Question 5:

Who, outside the organization, could the stressed customer service officer ask to assist them with
this issue should the staff member not be satisfied with their employer’s response?
Outside the organization a stressed customer service officer can get help from her friends and
various experts and counsellor and even the doctor. Who can help her to come up with this critical
situation, like a friends can suggest her to come up with this situation by engaging her in different
social and fun activities and also the experts and counsellor can suggest her by providing the right
tips and solutions for the issues and even provide her the better skills for customer inquiry and
issues. Also, the doctor can help her by examine or situation and provide her medicine for reducing
the stress. This situation arises when there is not the positive and effective response from the
employer’s she need to take the help and support from the external source to reduce the stress.

Question 6:

Describe at least five steps that the new customer service officer could take to assist in dealing with
workplace stress.

Following listed are the five steps for the new customer service office could take assist to come out
from the workplace stress with its description are described as below:

- By stopping the practice of multitasking: As, new customer service officer or any
staffs in the workplace should complete the one task at a time, without completing
the one task we should not move to any other task which can make the messy
situation. If we apply the multitasking procedure it can be harmful for the staff that
may create the burden in work and even a simple task becomes the challenging one
and it make disturbance in our mind and finally becomes the bad stress situation.

- Motivate yourself: It is one of the best idea to get reduce from the situation of bad
stress environment. In the workplace there comes many issues and inquires of the
customers in this situation we can encourage our self by saying we can do it and
achieve this situation as per our trainings and the guidance from our senior staffs and
supervisors. Although there comes the worst situation we need to motivate our self
that we can complete and can face the situation for the positive and improved
change.

- Make a proper plan and schedule for the task: If we could manage and divide our as
per the priority and its importance we can less the workplace stress. By proper
planning and scheduling of the task there would be enough time to carry out the each
and every task we got from the supervisor and if we could manage the time properly
the task would be easy to handle and finally there will be the elimination in the stress
and make a good stress situation.

- Finding support and help within the workplace: If we find the difficult task and
customer inquiries about the strange topic or complaining about the unusual things.
In this situation we can take help from the colleagues and supervisor. This process is
known as the division of the stress and it helps to deal with the situation and act
wisely and gently from the help and support from the seniors which helps in stress
reduction.
 - Be positive for the positive outputs: Sometimes in a workplace there would be the
stress and rush of tasks to complete in time and also we hear many complains of the
customers in the same time. So, it is the time we need to neglect and avoid the
negative thoughts and work in a team by thinking positively to solve all the tasks in
time. So, in this situation a team role plays a vital situation to minimize the risk and it
is due to our positive thoughts and understandings.

Question 7:

Send an email to your assessor.

To

The

Assessor,

Subject: About the case study response,

Dear sir,

With due to the respect, I am writing this mail to you regarding the workplace stress suffered by
our new customer service officer about the handling the calls of the customer, where she could not face
the customer and respond properly. So, she approaches us to provide the trainings and essential
materials to come up from this situation. So, I would like to request you to carry forward her request for
the change in her activities regarding the improved customer service role. For your kind information, I
have also attached the case study response with this mail.

Thanks for taking your precious time to get through this mail.

Best Regards,