Characteristics of CCES

Characteristics of CCES:

The technique focuses on behaviors that have been directly observed but not necessarily observed by the auditors themselves: The observations are made by the people who actually experience the organization.It is true that they look at the experiences through their own communication filters and that the data they provide are susceptible to all the subjectivity of self-report.However people behave in objective ways in their organisations.

The Technique focuses on specific behaviours: Means questions were focused on specific topics that effected performance.

The responses are instructed by auditor: Questionnaires and interview guides are normally planned in detail so that the auditor can gather data about predetermined areas.Since the communication experience technique gives the respondent complete freedom in describing any experience,it stresses those incidents respondents themselves assess to have high priority.

The technique can be adapted to any specific observable situation or context, furthermore it can be left entirely open, or certain areas can be specified.for eg: If you want to collect critical incidents about supervisor-subordinate relations., or communication between guards and inmates or interdepartmental relations.

The technique is reliable and valid,as the information is coming straight from the respondents that experience the organization on a daily basis.

There is beneficial qualitative date that is obtained and will help in interpreting data and better understanding strengths and weaknesses within the organization. For eg: one may able to report accurately from questionnaires how many people are satisfied or dissatisfied with their reviews, but the findings are not able to explain what creates that satisfaction or dissatisfaction.

Administering The Questionnaire:

1.)Specify the need for both effective and ineffective experiences.

-Means to allow the respondent to determine whether to report an effective or an ineffective incident.This is a strategic decision,for one would normally expect people to focus on what they do not like,if this were the case,the data from the incidents would be overwhelmingly negative.One variation on the procedure is to give the respondents several forms, with some specifying effective incidents and others specifying ineffective incidents.This method attempts to get a more balanced view. Remember: an audit should look at strengths as well as weaknesses.

2.)Choose the Most appropriate means of Collecting Data.

-There are four ways of gathering information: individual interviews,questionnaires,group administrations,and over the internet. These may be used alone and in combination.Both an interview and group administration are two important methods of communication that increase the return rate and utility of reported incidents.First,face to face interaction during an interview allows the auditor to be persuasive.Second,The respondents can be coached about how to complete the form,and questions can be asked that probe for more details.Response rate and depth of details have been improved by computer technologies.for some reason many people are able to provide information when they can type it rather than write it out.

3.) Analysing The Data

Screen The experiences: unfortunately not all communication incidents are usable,Sometimes the descriptions are too vague,are too incomplete,or do not meet some other important criteria.It is important that the auditor decides at the beginning what criteria he or she will employ for accepting the incidents.The most important criteria include:

-Observer was the reporter the actual observer,If not, the incident is hearsay and may not be used.

-Timeframe: Did the incident occur within the last 6 months or the last year?If the incident is not recent,the organization or person may have changed.

-Evaluation: Was the experience classified as either effective or ineffective? The auditor needs to know how the respondent viewed the behavior.For example: Some employees respond to the same supervisory behavior in different ways.Whereas some classify a supervisor’s asking questions about a project as sincere interest (effective) others view it as supervising too closely (ineffective).

-Behavior: Are actual behiors reported in sufficient detail?

-Focus: Sometimes the auditor has specified that the incidents should be about a definite area,such as supervisory communication or interdepartmental communication.If the incidents fall outside this defined area,they should be rejected.

-Identify incidents with specific Person Position or Department

-To interpret trends it is useful to know exactly where the incident originated,Such identification permits checking it against other questionnaires or against interview information from the respondent.

-Divide the incidents into Effective and Ineffective Groups

-it is relatively easy to put all the effective incidents together in one group and all the in-effective ones together in another group to look for trends.The two groups should be analysed separately.

-Classify the incidents into Themes or categories –Generally the incidents are classified as Effective and Ineffective incidents. Sometimes these categories can be identified in advance,when a quick analysis is needed, respondents read the lists and identified the areas about which they were going to write incidents.On a separate form they indicated the person to whom the experience related .They were then asked to write the incident.

Ineffective Incidents: are those incidents which covers a wide range of problem areas,these include poor-follow up, Ineffective feedback given, or Ineffective Job transfer or promotion and inappropriate use of channels.

Effective Incidents: Information gleaned from the communicator labeled “effective” tended to be the best categorized as task oriented.it can be a Job-related information, personal situations or job transfer.

Interpreting the results:

1.)Note the return rate: It is seen that people are more likely to write out detailed experiences if the form is filled out in a computer or via the internet.However when it is used in conjunction with other questionnaires, the response rate often drops below 33%. Many people fill out the rest of the questionnaire without answering the experience portion,leading us to conclude that people do not want to take the time to write.Low response rates mak generalization more difficult.

2.)Develop categories:It is a way of expediting the process of developing categories,which are refered by the list of themes.The list is not meant to be an instrument in itself but merely to suggest some themes that may aid interpretation.

3.)Maintain Privacy : In all audits auditors promise individual anonymity.

Derive Generalisations: The three observations that follow were taken from the summary of an audit of a telephone company.

1.)Most of the effective incidents involved job-related situations in which praise and recognition were given.

2.)Almost half of the ineffective incidents involved the lack of ,or slownessof, follow up by supervisors.

3.)Other ineffective incidents focused on the giving of feedback .Respondents indicated that workers were corrected for errors in inappropriate ways,supervisors refused to listen to worker concerns about evaluations, and good work was not acknowledged by supervisors.

Conclusion: In the total audit process communication experiences can enrich the auditors understanding of the organization.From numerous audits it has been found that it is highly desirable to obtain descriptions of specific behaviors to balance out the perceptual data obtained from standardized questionnaires.furthermore, communication experiences are particularly useful in pinpointing specific problem areas that cannot be picked up by looking at statistical means across all respondents.Localising a problem can be of value in auditing the total organization.Not everyone has to report it or even to know about it for the example to give the auditor great insights into the organistaion .One way to ensure that communication experiences are collected from many and are explained in detail is to collect them during the interviews of an audit.

Task 3. A) What Arts Organisations do with Social Media?

Task 3.)

Task 1.) Critical Incident Method..

The Performance appraisal of an Employee is done on the basis of the incidents occurred really to the concerned employee.Some incidents occurred due to the inability of the employee,but the rating is done on all the events occurred in a particular period.Describe atleast 5 of the incidents or events by working in groups.

Task2.) Critical Incident Questionnaire..

Suppose you are a tutor at XYZ University, design a questionnaire with at least 5 questions, can be used to discover how students are experiencing your teaching sessions. Its usefulness is underlined by the experience that student responses often differ markedly from what teachers have expected on the basis of their own feelings in the classroom.

Task3.)What arts Organisations do with Social Media ? Sort factors using Behaviorally Anchored Rating Scale (BARS) Graph .

Task4.) Suppose you are an Employer and want to Employee Entry-Level professionals, What according to you Carries the most weight in the hiring Process ? Min 5 points.

Task 1.) Critical Incident Method..

The Performance appraisal of an Employee is done on the basis of the incidents occurred really to the concerned employee. Some incidents occurred due to the inability of the employee,but the rating is done on all the events occurred in a particular period.Describe atleast 5 of the incidents or events by working in groups.

Task2.) Critical Incident Questionnaire..

Suppose you are a tutor at XYZ University, design a questionnaire with at least 5 questions, can be used to discover how students are experiencing your teaching sessions. Its usefulness is underlined by the experience that student responses often differ markedly from what teachers have expected on the basis of their own feelings in the classroom.

Task3.) Why Some Arts Organisations don’t use Social Media ?Sort factors using Behaviorally Anchored Rating Scale (BARS) Graph.

Task4.) Suppose you are an Employeer want to Employee Entry-Level Professionals,From where would you hire the most Graduates from ? Min 5 points.

Task 1.) Critical Incident Method..

The Performance appraisal of an Employee is done on the basis of the incidents occurred really to the concerned employee. Some incidents occurred due to the inability of the employee,but the rating is done on all the events occurred in a particular period.Describe atleast 5 of the incidents or events by working in groups.

Task2.) Critical Incident Questionnaire..

Suppose you are a tutor at XYZ University, design a questionnaire with at least 5 questions, can be used to discover how students are experiencing your teaching sessions. Its usefulness is underlined by the experience that student responses often differ markedly from what teachers have expected on the basis of their own feelings in the classroom.

Task3.) Why Workers Use Social Media at Work?Sort factors using Behaviorally Anchored Rating Scale (BARS) Graph.

Task4.) Suppose you are an Employeer want to Employee Entry-Level Professionals,Will you use Social Networks to conduct background checks online in the hiring process and if yes, then which Social Media networks,do you turn to first? Min 5 points.

Task 1.) Critical Incident Method..

The Performance appraisal of an Employee is done on the basis of the incidents occurred really to the concerned employee. Some incidents occurred due to the inability of the employee,but the rating is done on all the events occurred in a particular period.Describe atleast 5 of the incidents or events by working in groups.

Task2.) Critical Incident Questionnaire..

Suppose you are a tutor at XYZ University, design a questionnaire with at least 5 questions, can be used to discover how students are experiencing your teaching sessions. Its usefulness is underlined by the experience that student responses often differ markedly from what teachers have expected on the basis of their own feelings in the classroom.

Task3.) What will be your preferred method of Customer-Service interaction when something goes wrong in your travels ? Sort factors using Behaviorally Anchored Rating Scale (BARS) Graph.

Task4.)Suppose you are an Employee and want to Employee Entry-Level professionals, What according to you Carries the most weight in the hiring Process ? Min 5 points.

“Put yourself in the following situation: You are taking care of one of our social media channels. Although it is not aimed at dealing with service requests, you are repeatedly confronted with customer complaints or service requests, due to a somewhat problematic product launch. What would you do?”

good answer:timely responses, express understanding, ask for contact information, forward request internally, public status update to show that there was a quick response to the complaint

mediocre:timely response, express understanding, refer to service point

bad:“wrong channel: “Please contact our service“

What is an Incident ?

•“ Any Observable human activity that is sufficiently complete in itself to permit inferences and predictions to be made about the person performing the act”.

•“Must Occur in a situation where the purpose of intent of the act seems fairly clear to the observer and where its consequences are sufficiently definite to leave little doubt concerning its effects”.

A Critical Incident is determined from answers to the following questions:

-What preceded and contributed to the incident.

-What did the person or people do or not do that had an effect?

-What was the outcome or result?

-What Made this action effective or ineffective ?

-What could have made the action more effective ?

When To Survey ?

At the beginning of a project

-Learn about the current users and their needs

-identify stakeholders

Before Redesign

-Learn about current users and their needs.

After launching a new or revised site

-assess whether needs are met/not met.

-identify areas for improvement

Have features or content rated or ranked

Seek ideas for further improvements.

Developing a Bars:

-Generate Critical incidents.

-Develop performance dimensions

-Reallocate incidents

-Scale the incidents

-develop a final instrument

Task 1.) Critical Incident Method..

The Performance appraisal of an Employee is done on the basis of the incidents occurred really to the concerned employee. Some incidents occurred due to the inability of the employee,but the rating is done on all the events occurred in a particular period.Describe atleast 5 of the incidents or events by working in groups.

Solution: - Refused to co-operate with other employees

-Unwilling to attend further training.

-Got angry over work or with subordinates.

-Suggested a change in the method of production.

-Suggested a procedure to improve the quality of goods.

Task 2.Critical Incident Questionnaire

Notes for tutors on how to use this tool

The questionnaire has to be used to discover how students are experiencing your teaching sessions. Its usefulness is underlined by the experience that student responses often differ markedly from what teachers have expected on the basis of their own feelings in the classroom.

The CIQ asks students in five questions to describe details of their response to aspects of teaching sessions, prompting them to think about what is helping or hindering their learning so far. Responses are anonymous and students are encouraged to keep a copy for themselves for review at the end of the course. The questions are asked at the end of each class and are the same every week.

Suppose you are a tutor at XYZ University, design a questionnaire with at least 5 questions, can be used to discover how students are experiencing your teaching sessions. Its usefulness is underlined by the experience that student responses often differ markedly from what teachers have expected on the basis of their own feelings in the classroom.

•Solution: At what moment in the class this week did you feel most engaged with what was happening distanced

•At what moment in the class this week did you feel most from what was happening?

•What action that anyone (teacher or student) took in class this week did you find most affirming and helpful?

•What action that anyone (teacher or student) took in class this week did you did most puzzling or confusing?

What about the class this week surprised you the most? (This could be something about your own reactions to what went on, or something that someone did, or anything else that occurs to you.)

Task3.)What arts Organisations do with Social Media ? Sort factors using Behaviorally Anchored Rating Scale (BARS) Graph .

Solution:

Task3.) Why Some Arts Organisations don’t use Social Media ?Sort factors using Behaviorally Anchored Rating Scale (BARS) Graph.

Solution:

Task3.) Why Workers Use Social Media at Work?Sort factors using Behaviorally Anchored Rating Scale (BARS) Graph.

Solution:

Task3.) What will be your preferred method of Customer-Service interaction when something goes wrong in your travels ? Sort factors using Behaviorally Anchored Rating Scale (BARS) Graph.

Solution:

Task4.) Suppose you are an Employer and want to Employee Entry-Level professionals, What according to you Carries the most weight in the hiring Process ? Min 5 points.

Solution: Relevant Courses 69%

Referals from previous Boss or Professor 65%

Internship Expertise 52%

Leadership Positions in On Campus Organisations 50%

GPA 48%

Task4.) Suppose you are an Employeer want to Employee Entry-Level Professionals,From where would you hire the most Graduates from ? Min 5 points.

Solution: Job Boards 48 %

Employee Referrals 44%

Company Website 42%

Online Job Boards (Monster.com) etc.

Career Fairs 27%

Task4.) Suppose you are an Employeer want to Employee Entry-Level Professionals,Will you use Social Networks to conduct background checks online in the hiring process and if yes, then which Social Media networks,do you turn to first? Min 5 points.