SYNAPSE

WHAT: Lunch & Learn Webinar Series - Train AI to Understand How You Work
WHEN: Thursday, February 5 at 1:00-1:30 PM and 2:00-2:30 PM PST

Learn how to personalize AI so it understands your role, tone, and priorities, and how to give it your own information so it produces
clearer, more relevant responses for your work. Click here to register.

Situations

Conclude a Meeting using ROAD What's the Situation? <span style="font-size:18px">What is wrong with this scenario? What is a better way for the supervisor to give their feedback to make sure their recipient or team member knows what to do next time?</span> What is wrong with this scenario? What is a better way for the supervisor to give their feedback to make sure their recipient or team member knows what to do next time? Jessica Orleans November 12, 2024 View Survey
Email Etiquette \| 8 Tips What's the Situation? <p><span style="font-size:16px">Play and watch this video clip from the <em>Harvard Business Review on the 8 Email Etiquette Tips on How to Write Better Emails at Work. </em><br /> <br /> Reflect on the content of the video, and think about:<br /> <strong>What is one email habit you've struggled with or seen others struggle with, and how could applying these tips improve communication at work?</strong><br /> <br /> Write your answers in the comments section. Interact with your peers by responding to their comments as well.</span></p> <br /> <span style="font-size:16px"><span style="color:#2980b9"><em>Go to the More Materials Section below to download the handout.<br /> Once done, go to the next section.</em></span></span><br />   Play and watch this video clip from the Harvard Business Review on the 8 Email Etiquette Tips on How to Write Better Emails at Work. Reflect on the content of the video, and think about: What is one email habit you've struggled with or seen others struggle with, and how could applying these tips improve communication at work? Write your answers in the comments section. Interact with your peers by responding to their comments as well. Go to the More Materials Section below to download the handout. Once done, go to the next section. Jessica Orleans November 12, 2024 View Survey
COPY STAR Method Copy What's the Situation? <span style="font-size:18px">What is wrong with this scenario? What is a better way for the supervisor to give their feedback to make sure their recipient or team member knows what to do next time?</span> What is wrong with this scenario? What is a better way for the supervisor to give their feedback to make sure their recipient or team member knows what to do next time? Jessica Orleans November 12, 2024 View Survey
Lead a Meeting What's the Situation? <span style="font-size:18px">What is wrong with this scenario? What is a better way for the supervisor to give their feedback to make sure their recipient or team member knows what to do next time?</span> What is wrong with this scenario? What is a better way for the supervisor to give their feedback to make sure their recipient or team member knows what to do next time? Jessica Orleans November 12, 2024 View Survey
Embracing a Growth Mindset What's the Situation? <p><span style="font-size:16px">Watch the video on the left. Afterwards, answer this question:<br /> <br /> Recall a time when you approached a situation with a fixed mindset. How might the outcome have been different if you had adopted a growth mindset instead? <br /> <br /> Write your answers in the comments section. Interact with your peers by responding to their comments as well.</span></p> <br /> <span style="color:#2980b9"><span style="font-size:16px"><strong><em>Go to the More Materials Section below to download the handout version of this course for easy reference (Embracing a Growth Mindset).<br /> <br /> Once done, go to the next section.</em></strong></span></span><br />   Watch the video on the left. Afterwards, answer this question: Recall a time when you approached a situation with a fixed mindset. How might the outcome have been different if you had adopted a growth mindset instead? Write your answers in the comments section. Interact with your peers by responding to their comments as well. Go to the More Materials Section below to download the handout version of this course for easy reference (Embracing a Growth Mindset). Once done, go to the next section. Jessica Orleans November 12, 2024 View Survey
Losing a Customer What's the Situation? <p><span style="font-size:16px">Watch the video on the left. After viewing, reflect on what you’ve seen and answer the question below:<br /> <br /> The agent in the video just lost a customer. What could the agent have done differently to prevent this outcome?</span></p> <p><span style="font-size:16px">Share your response in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange insights and perspectives.</span></p> Watch the video on the left. After viewing, reflect on what you’ve seen and answer the question below: The agent in the video just lost a customer. What could the agent have done differently to prevent this outcome? Share your response in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange insights and perspectives. Jessica Orleans April 23, 2024 View Situation
Lazy Agent What's the Situation? <p><span style="font-size:16px">Watch the video on the left. After viewing, reflect on the scenario and answer the question below:<br /> <br /> The company just lost a prospective customer due to how the agent handled a simple inquiry. What could the agent have done differently to turn that prospect into a customer?</span></p> <p><span style="font-size:16px">Share your answer in the comment section below. Then, take a moment to read and respond to your peers’ comments to exchange insights and learn from different perspectives.</span></p> Watch the video on the left. After viewing, reflect on the scenario and answer the question below: The company just lost a prospective customer due to how the agent handled a simple inquiry. What could the agent have done differently to turn that prospect into a customer? Share your answer in the comment section below. Then, take a moment to read and respond to your peers’ comments to exchange insights and learn from different perspectives. Jessica Orleans April 23, 2024 View Situation
Fed Up Customer What's the Situation? <p><span style="font-size:16px">Watch the video on the left. After viewing, reflect on the situation and answer the question below:</span></p> <p><span style="font-size:16px">This customer has repeatedly raised the same concern, yet the issue remains unresolved despite the company’s claims of fixing it. If you were the agent receiving this call, how would you handle the situation?</span></p> <p><span style="font-size:16px">Share your response in the comment section below. Then, take a moment to read and engage with your peers’ comments to exchange insights and learn from each other’s perspectives.</span></p> Watch the video on the left. After viewing, reflect on the situation and answer the question below: This customer has repeatedly raised the same concern, yet the issue remains unresolved despite the company’s claims of fixing it. If you were the agent receiving this call, how would you handle the situation? Share your response in the comment section below. Then, take a moment to read and engage with your peers’ comments to exchange insights and learn from each other’s perspectives. Jessica Orleans April 23, 2024 View Situation
A call done right What's the Situation? <p><span style="font-size:16px">Watch the video on the left. After viewing, reflect on what you’ve seen and answer the question below:<br /> <br /> The agent handled this call well. What specific actions or techniques made this call successful?<br /> <br /> Share your response in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange insights and perspectives.</span></p> Watch the video on the left. After viewing, reflect on what you’ve seen and answer the question below: The agent handled this call well. What specific actions or techniques made this call successful? Share your response in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange insights and perspectives. Jessica Orleans April 23, 2024 View Situation
Customer Service 5 What's the Situation? <span style="font-size:18px">This lady represents a pattern of how customers are handled. Complaints rose to 45% last month and there is no sign it is improving. The customer care department says it is the case of growing defective products. The production department claims all products pass high testing. Meanwhile the high rate of returns continues.</span> This lady represents a pattern of how customers are handled. Complaints rose to 45% last month and there is no sign it is improving. The customer care department says it is the case of growing defective products. The production department claims all products pass high testing. Meanwhile the high rate of returns continues. Jessica Orleans April 23, 2024 View Situation
"Meh" Troubleshooting What's the Situation? <p data-end="197" data-start="75"><span style="font-size:16px">Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video).<br /> <br /> After listening, reflect on the interaction:</span></p> <p data-end="350" data-start="199"><span style="font-size:16px">What small changes could have turned this “meh” call into a positive customer experience?</span></p> <p data-end="503" data-start="352"><span style="font-size:16px">Share your thoughts in the comment section below. Then, take a moment to read and respond to your peers’ comments to exchange ideas and perspectives.</span></p> Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video). After listening, reflect on the interaction: What small changes could have turned this “meh” call into a positive customer experience? Share your thoughts in the comment section below. Then, take a moment to read and respond to your peers’ comments to exchange ideas and perspectives. Jessica Orleans April 23, 2024 View Situation
"Call me back" What's the Situation? <p data-end="197" data-start="75"><br /> <img alt="" src="https://s3.amazonaws.com/storyls.com/data/storyls/releases/20251027110930/public/ckeditor_assets/pictures/14185/original_upset-person-on-phone-760.jpg" /><br />  </p> <div class="ckeditor-html5-audio" style="text-align:center"> <audio controls="controls" controlslist="nodownload" src="https://s3.amazonaws.com/storyls.com/data/storyls/releases/20251027110930/public/ckeditor_assets/attachments/14186/Scenario_1_Jamie_and_Morgan.mp3"> </audio> </div> <p data-end="293" data-start="66"><span style="font-size:16px">Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video.)<br data-end="189" data-start="186" /> You’ll first hear a voice message from Jamie, followed by a client’s response to that message.</span></p> <p data-end="409" data-start="295"><span style="font-size:16px">After listening, reflect on the interaction:<br data-end="342" data-start="339" /> If you were coaching Jamie, what feedback would you give him?<br /> <br /> You can use the Customer Service Guide below as your additional resource.</span></p> <p data-end="560" data-start="411"><span style="font-size:16px">Share your thoughts in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange ideas and perspectives.</span></p> Listen carefully to the audio clip provided. (Note: this is an audio recording only, not a video.) You’ll first hear a voice message from Jamie, followed by a client’s response to that message. After listening, reflect on the interaction: If you were coaching Jamie, what feedback would you give him? You can use the Customer Service Guide below as your additional resource. Share your thoughts in the comment section below. Then, take a moment to read and reply to your peers’ comments to exchange ideas and perspectives. Jessica Orleans April 23, 2024 View Situation

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