Oral Interview

I need material to be written in semi formal. You need to read the Instruction below carefully please.

Oral Communication: The ability to express oneself clearly, concisely and openly, to effectively exchange information and ideas with others, and to demonstrate understanding, respect and appreciation of others’ perspectives.

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• Conveys ideas and information clearly and concisely
• Demonstrates understanding
• Expresses oneself in a manner appropriate to the audience
• Shares information appropriately

Question #1 – Criteria being assessed – Interpersonal Awareness
Working in a Access Help Call Centre, it’s important to take into consideration and address the feelings and concerns of the clients/customers. Interpersonal Awareness is one of the competencies that are required to be successful as a call center personal , you can be faced with calls that involve difficult situations. Access Help Center strives to give the best service to all clients. In order to ensure that this level of service is achieved, Call center personal must demonstrate the interpersonal awareness competency as listed below.

Interpersonal Awareness: The ability to notice, interpret and anticipate the feelings and concerns of others in order to develop mutually beneficial working relationships.
1. Acknowledges the interests and underlying concerns of others.
2. Anticipates how others will react to a situation and responds appropriately.
3. Does things to address the concerns of others.
4. Finds non-threatening ways to approach others about sensitive issues.
5. Identifies and accurately interprets what others are feeling, based on their choice of words, tone of voice, expressions, and other non-verbal behavior.
6. Is attentive to the ideas and concerns of others.

Using the definition along with the 6 indicators of interpersonal awareness, please provide an example of how you have demonstrated this competency, in your current job, previous job or life experience. Please ensure your response provides details on how you meet the competency of interpersonal awareness.

For page 1. Use my “Resume” as a source of information. I’m looking into scenarios that happened from my job history with clients and how did I overcome it. With details and emphasize the six steps of the interpersonal skills stated above.

Question #2 – Criteria being assessed – Client Focus
Working in Access Help Call Centre involves dedication, focus and commitment to each client/customer who makes contact with the Call Centre. Call center personal must have the desire to work with the client/customer to provide quality service. The Access Call Centre strives to give the best service to all clients. In order to ensure that this level of service is achieved, Call center personal must demonstrate the client focus competency as listed below.

Client Focus is defined as an underlying concern for helping internal and /or external clients and for being responsive to their concerns.
1. Consistently delivers on commitments
2. Demonstrates respect and concern for every client
3. Provides quality service
4. Works with clients to achieve result

Using the definition along with the 4 indicators of client focus, please provide an example of how you have demonstrated this competency, in your current job, previous job or life experience. Please ensure your response provides details on how you meet the competency of client focus.

For question 2. Use my Resume as a source of information. I’m looking into scenarios that happened from my job history and how did I overcome it. With details and emphasize the six steps of the Client Focus stated above. I need conveying examples.

MY RESUME
Summary of Qualifications:
• Excellent Customer Service
• Strong Communication
• Ability to prioritize, remain calm and multi-task under pressure
• Proficiency with computer application
• Highly motivated and a quick learner
• Passion for helping others
.
Work Experience:
HELP Society, Calagary
Interpreter/ Mentor, May 2017 – Present
• Provide language support to Syrian refugees and newcomers
• Assist refugees and newcomers to apply for government benefits and services
• Help newcomers to integrate in society through signing them in community programs
• Assist newcomers navigating and accessing information regarding public transit

Home Depot, Calagry
Sales Associate/ Shipping Department, Feb 2016 –March 2017
• Addressed customer service inquiries quickly and accurately
• Restocked shelves, racks and bins with the latest merchandise and changed signage to promote special items
• Provided every customer with professional and polite support for sales and service needs
• Initiated friendly conversation with each customer to determine the level of assistance required
• Handled price checks, merchandise transfers, and returns to keep store orderly and efficient

Hot Pizza, Calagary
Cashier Sales Associate, Dec 2014 – Nov 2015
• Executed cash transactions quickly and accurately
• Presented friendly and positive attitude while communicating clearly with customers and colleagues
• Maintained flexibility to work a varied schedule, including nights and weekend
• Followed recipes and customer request details to prepare high-quality, delicious meals
• Kept check-out areas clean, organized, and well-stocked to maintain attractive store

Education:
2nd year University student

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