Development Journal (P2) - Synel UK

DEVELOPMENT JOURNAL (PHASE TWO)

Introduction to Special Assignments

What are Special Assignments?

Special Assignments are practical activities designed to:

Help you apply newly discovered skills in your role (the majority of learning occurs on-the-job, not in a classroom).
Encourage self-improvement by reflecting on your behaviour (studying and documenting your experiences helps you to improve the way you work).

In summary, Special Assignments aren't just a 'tick box' exercise, they actually help you to learn!

How long will the Special Assignments last for?

There are three topics to focus on. Each topic has a series of Special Assignments. We've allocated two weeks per topic, so in total the Phase One Special Assignments will last for six weeks.

So what's the Approach to completing the Special Assignments?

Step 1: Familiarise - Thoroughly read through the Special Assignments for each topic and be sure you understand how to apply them in your role. If you require further clarification then speak to your line manager.
Step 2: Apply - You have two weeks to apply the skills from each topic in your role.
Step 3: Track - Document your experiences in this Development Journal. Please include details such as customer details or the name of the colleague involved in the interaction. Information can be written or presented in the form of a file link, email link, screenshot etc.
Step 4: Review - Update your manager at least once a week with your progress.
Step 5: Submit - Upon completing the final topic, email your completed Development Journal to your manager to demonstrate the results you have achieved.

Schedule

Topic One: Factors of the Voice Thursday 14th March 2019 - Friday 29th March 2019
Topic Two: Proactively Saying "No" to Customer Requests™ Monday 1st April 2019 - Friday 12th April 2019
Topic Three: Tactfully Highlighting People's Mistakes Monday 15th April 2019 - Friday 26th April 2019

Topic One: Thursday 14th March 2019 - Friday 29th March 2019

Factors of the Voice

Fortnightly Focus Activities: Improve your 'believability' of communication by using your voice effectively.

Enthusiastic Tone = Upbeat | Higher pitched | Variable tone | Smile | Upright posture.
Empathetic Tone = Softer / lower tone | Slower pace | Concerned facial expressions.
Upward Inflection = Voice rises on a word, or throughout a sentence | Raised eyebrows.
Downward Inflection = Voice lowers on a word, or throughout the sentence.
Volume = (1-3/10): Passive | (4/10): Empathy | (5-6/10): Confidence / Approachability | (7/10): Enthusiasm / Escalation assertion | (8-10/10): Aggressive.
Pace = Steady when answering the telephone | Increase to acknowledge urgency | Slow to empathise / for language barriers.

Success Journaling: Provide examples of interactions where:

a.) In the past, you have unintentionally reduced the 'believability' of your communication by using your voice ineffectively.
b.) Now, you intentionally increase the 'believability' of your communication by using your voice effectively.
c.) You've experienced tangible improvements by increasing the 'believability' of your communication.

Topic Two: Monday 1st April 2019 - Friday 12th April 2019

Proactively Saying "No" to Customer Requests™

Fortnightly Focus Activities: Look for opportunities to validate the practicality / suitability of the customer's request, opposed to responding with an immediate "no" answer.

Success Journaling: Provide examples of interactions where:

a.) In the past, you would have responded immediately with a "no".
b.) Now, you always validate the practicality / suitability of the customer's request.
c.) You've experienced tangible improvements by validating the practicality / suitability of the Customer's request.

Topic Three: Monday 15th April 2019 - Friday 26th April 2019

Tactfully Highlighting People's Mistakes

Fortnightly Focus Activities: Carefully select the correct levels of assertion to highlight mistakes in a way that avoids humiliating people or causing communications to unnecessarily escalate:

Behavioural-Focused = Referencing the person using the word "you".
Issue-Focused = Referencing the issue when highlighting mistakes.
Solution-Focused = Identifying the solution to overcome/solve the mistake.

Success Journaling: Provide examples of interactions where:

a.) In the past, you would have missed opportunities to educate people, or misinterpreted the person's personality/mindset - meaning the incorrect levels of assertion were applied when highlighting the person's mistake.
b.) Now, you capitalise on opportunities to educate people, and correctly interpret the person's personality/mindset - leading to the correct levels of assertion being applied to highlight the person's mistake.
c.) You've experienced tangible improvements by tactfully highlighting people's mistakes.

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