AAM Event 1

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OCCUPATIONAL CATEGORY Apparel and Accessories Marketing Series

INSTRUCTIONAL AREA

Emotional Intelligence

PARTICIPANT INSTRUCTIONS

PROCEDURES

1. The event will be presented to you through your reading of these instructions, including the Performance Indicators and Event Situation. You will have up to 10 minutes to review this information to determine how you will handle the role-play situation and demonstrate the performance indicators of this event. During the preparation period, you may make notes to use during the role-play situation.

2. You will give an ID label to your adult assistant during the preparation time.

3. You will have up to 10 minutes to role-play your situation with a judge (you may have more than one judge).

4. You will be evaluated on how well you meet the performance indicators of this event. 5. Turn in all your notes and event materials when you have completed the role-play. PERFORMANCE INDICATORS

1. Analyze company resources to ascertain policies and procedures. 2. Describe the nature of emotional intelligence.

3. Maintain a positive attitude. 4. Show empathy for others. 5. Use conflict resolution skills.

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2009 DECA Ontario Provincials AAM Oral Event 1 EVENT SITUATION

You are to assume the role of associate for JUST PERFECT JEWELRY. You have a complaint from a customer (judge) about an order that you took.

JUST PERFECT JEWELRY carries a wide variety of semi-precious jewelry. It is the busy season for both proms and weddings, and you frequently take orders. Customers can special order quantities, colors, styles and customized jewelry for an extra fee. Recently you have taken a customer’s (judge’s) order for jewelry. Realizing that the order will not arrive on time, you phoned the customer (judge) to alert him/her. The customer (judge) is furious that the jewelry for the wedding is not going to be here on time. The customer (judge) wants the situation to be resolved. You have asked the customer (judge) to come into the store to discuss the issue.

As you look over the order, you realize that the wedding date changed after the order was placed, leaving no room for a late delivery. When customers sign their order form you instruct them that the delivery date can fluctuate 7–10 business days.

You will meet with the customer (judge) in a role-play to take place in the JUST PERFECT JEWELRY office. The customer (judge) will begin the role-play by greeting you and asking to talk about the late delivery. After you have addressed the customer’s complaint and have answered the customer’s (judge’s) questions, the customer (judge) will conclude the role-play by thanking you for your work.

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JUDGE’S INSTRUCTIONS

DIRECTIONS, PROCEDURES AND JUDGE’S ROLE

In preparation for this event, you should review the following information with your event manager and other judges:

1. Procedures and Performance Indicators 2. Event Situation

3. Judge Role-play Characterization

Participants may conduct a slightly different type of meeting and/or discussion with you each time; however, it is important that the information you provide and the questions you ask be uniform for every participant.

4. Judge’s Evaluation Instructions and Judge’s Evaluation Form Please use a critical and consistent eye in rating each participant.

JUDGE ROLE-PLAY CHARACTERIZATION

You are to assume the role of customer at JUST PERFECT JEWELRY. You have a complaint about a special order that you had placed at the store. You have asked the sales associate (participant) who took the order to meet with you to discuss what can be done to correct the situation.

JUST PERFECT JEWELRY carries a wide variety of semi-precious jewelry. Customers can special order quantities, colors, styles and customized jewelry for an extra fee. Recently the sales associate (participant) phoned to inform you that your customized jewelry will not arrive on time. You are furious that the jewelry for the wedding is not going to arrive on time. You were informed when you signed the order form that the delivery date could fluctuate 7–10 business days.

The sales associate (participant) asked you to come into the store to discuss the situation and decide what to do about the order. As the sales associate (participant) looked over the order to prepare for the meeting, he/she realized that the wedding date changed after the order was placed, leaving no room for a late delivery.

You will meet with the sales associate (participant) in a role-play to take place in the JUST PERFECT JEWELRY office. You will begin the role-play by greeting the sales associate (participant) and asking to talk about the late delivery.

During the course of the role-play you are to ask the following questions of each participant: 1. Why don’t you keep more of the product in stock in the store?

2. Can I pay a special charge to rush the order?

3. Why do you encourage all employees to wear your jewelry while at work?

Once the sales associate (student participant) has addressed your complaint and has answered your questions, you will conclude the role-play by thanking the sales associate (participant) for his/her time.

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2009 DECA Ontario Provincials AAM Oral Event 1

JUDGE’S EVALUATION INSTRUCTIONS

Evaluation Form Information

The participants are to be evaluated on their ability to perform the specific performance indicators stated on the cover sheet of this event and restated on the Judge’s Evaluation Form. Although you may see other performance indicators being demonstrated by the participants, those listed in the Performance Indicators section are the critical ones you are measuring for this particular event.

Evaluation Form Interpretation

The evaluation levels listed below and the evaluation rating procedures should be discussed thoroughly with your event chairperson and the other judges to ensure complete and common understanding for judging consistency.

Level of Evaluation Interpretation Level

Exceeds Expectations Participant demonstrated the performance indicator in an extremely professional manner; greatly exceeds business standards; would rank in the top 10% of business personnel performing this performance indicator.

Meets Expectations Participant demonstrated the performance indicator in an acceptable and effective manner; meets at least minimal business standards; there would be no need for additional formalized training at this time; would rank in the 70-89th_{percentile of business personnel} performing this performance indicator.

Below Expectations Participant demonstrated the performance indicator with limited effectiveness; performance generally fell below minimal business standards; additional training would be required to improve knowledge, attitude and/or skills; would rank in the 50-69th_{percentile of} business personnel performing this performance indicator.

Little/No Value Participant demonstrated the performance indicator with little or no effectiveness; a great deal of formal training would be needed immediately; perhaps this person should seek other employment; would rank in the 0-49th_{percentile of business personnel performing} this performance indicator.

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JUDGE’S EVALUATION FORM

AAM-09 Emotional Intelligence

DID THE PARTICIPANT:

1. Analyze company resources to ascertain policies and procedures?

Little/No Value Below Expectations Meets Expectations Exceeds Expectations

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at analyzing company resources to ascertain policies and procedures were inadequate or weak.

Adequately analyzed company resources to ascertain policies and procedures.

Effectively analyzed company resources to ascertain policies and procedures.

Very effectively analyzed company resources to ascertain policies and procedures.

2. Describe the nature of emotional intelligence?

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at describing the nature of emotional

intelligence were inadequate or weak.

Adequately described the nature of emotional intelligence.

Effectively described the nature of emotional intelligence.

Very effectively described the nature of emotional intelligence.

3. Maintain a positive attitude?

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at maintaining a positive attitude were inadequate or weak.

Adequately maintained a

positive attitude. Effectively maintained a positive attitude. Very effectively maintained a positive attitude.

4. Show empathy for others?

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at showing empathy for others were inadequate or weak.

Adequately showed empathy

for others. Effectively showed empathy for others. Very effectively showed empathy for others.

5. Use conflict resolution skills?

0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at using conflict resolution skills were inadequate or weak.

Adequately used conflict

resolutions skills. Effectively used conflict resolutions skills. Very effectively used conflict resolutions skills.

6. Overall impression and response to the judge’s questions.

0, 1 2, 3, 4 5, 6, 7 8, 9, 10

Demonstrated few skills; could not answer the judge’s questions.

Demonstrated limited ability to link some skills; answered the judge’s questions adequately.

Demonstrated the specified skills; answered the judge’s questions effectively.

Demonstrated skills confi-dently and professionally; answered the judge’s questions very effectively and thoroughly.

Judge’s Initials TOTAL SCORE