Like any organisation public relations is a form of communication needed to make a company run as smoothly as possible. However this does not always occur people can be impatient and want immediate results and therefore negotiations are required to come to an agreement.
At the forefront of this is customer relations. During my time helping with the conference I came across some delegates who were frustrated for understandable reasons. I was the point of contact for these people at the registration desk.
On the first day a lady thought she had ordered the handbook however on her registration it seems she had not opted for one. Although the conference system had its issues technology could have been the problem. I decided to be patient with the lady and let her know I understand her complaint. Having kept in mind this ladies name everyday of the conference I looked at her eyes and used her name when saying good morning. This let her know I have remembered her name.
On the second last day of the conference she told my supervisor how patient I was with her on the first day and that I had to put up with her complaint. I was informed that I could hand her a left over handbook on the last day of the conference.
When I saw her again and handed her a handbook I saw a year in her eye. She then came over and gave me a hug and kiss on the cheek. She then said to me "We treat people how others treat us." This was a point where customer service goes beyond just helping customers get what they require. It's about forming a relationship with the customers to make them feel comfortable and to provide a positive reflection on the brand you are representing.
Therefore the representations you present on behalf of a company can be the only point of contact they have with your brand. That is why it is important companies keep this in mind when employing people because the person will not only be working for you but also representing your brand.
Monday, 26 October 2015
Wednesday, 21 October 2015
Learning Office Skills
Filing
Throughout my internship I learnt how to file things and the importance of this for organising an office. Taking time to what seems like a waste of time actually will benefit you in the long run when you are looking for something.
Microsoft Word
I already knew how to use Microsoft Word but I learnt other ways of doing things I had never learnt before. I learnt how to format pictures and typography on Word.
Microsoft Excel
Similar to filing I had to make headings and underneath input the information needed. Therefore all the information for the document can be easily read and certain information can be found easily.
Microsoft Outlook
I learnt how to book in laptops in the outlook system at Deakin University. I also learnt how to connect my own outlook to the desktop of the computer.
Throughout my internship I learnt how to file things and the importance of this for organising an office. Taking time to what seems like a waste of time actually will benefit you in the long run when you are looking for something.
Microsoft Word
I already knew how to use Microsoft Word but I learnt other ways of doing things I had never learnt before. I learnt how to format pictures and typography on Word.
Microsoft Excel
Similar to filing I had to make headings and underneath input the information needed. Therefore all the information for the document can be easily read and certain information can be found easily.
Microsoft Outlook
I learnt how to book in laptops in the outlook system at Deakin University. I also learnt how to connect my own outlook to the desktop of the computer.
Tuesday, 1 September 2015
Problem Solved and Honesty is the best policy
Many problems can occur at an event and it is how the events team deal with the situation which accounts for its success. My main duty at the event was to be at the registration desk where I received many enquiries I was unsure how to answer. This involved me having to call my supervisor at times to find out how to deal with these questions. I learnt by listening to how she approached people and how she dealt with such situations.
One situation I had was a man who had sent printed advertisements noticed these were not located in the satchels like they were supposed to be. This was a minor mistake due to the enormity of the event and short staff. I was on the receiving end of this man who was understandably not pleased. I tried to come up with a solution for him a way that people who had already picked up their satchels without the advertisement could still receive the piece of paper. Therefore, I asked the man if he would like us to hand the sheets out during the lunch breaks and leave the papers on the registration desk. As a result this would mean the sheets would actually receive more exposure. Later on my supervisor spoke with him and was honest that we had missed it accidentally as a box was hidden from view. She apologised and later he was happy with how the events team had dealt with the situation. The next time I saw him he was smiling from ear to ear. What I learnt at this event is the impact of people on others. The fact that someone can have a grudge against you, however later on they have become like your best friend.
Another incident we had was the registration website was not the best system. A lady registering for the event asked if she gets the handbook printed, however I had to tell her she had not requested it in her registration. She also mentioned poor signage to find the location, however we were placing up signs as she spoke. Despite this I remembered her name for the rest of the event and said hello to her every day. She then told my supervisor how lovely and patient I was and that I had to put up with her on the first day. Luckily we had spare handbooks left over towards the end of the conference and I was able to hand her one. She was overwhelmed with happiness, and I thought I may have seen a tear in her eye as she gave me a hug. She said something that will stick with me for life. She said, "We react in the way other people treat us. If you are nice to people, they will be kind back." This was an important part of my life as I realised I had not only done my job but made a difference in someones life.
Many people will experience such occurrences in their life but experiences like these are the most valuable and memorable. The feedback received from customers is great at advise for us to change the way things are completed and processed in the future.
One situation I had was a man who had sent printed advertisements noticed these were not located in the satchels like they were supposed to be. This was a minor mistake due to the enormity of the event and short staff. I was on the receiving end of this man who was understandably not pleased. I tried to come up with a solution for him a way that people who had already picked up their satchels without the advertisement could still receive the piece of paper. Therefore, I asked the man if he would like us to hand the sheets out during the lunch breaks and leave the papers on the registration desk. As a result this would mean the sheets would actually receive more exposure. Later on my supervisor spoke with him and was honest that we had missed it accidentally as a box was hidden from view. She apologised and later he was happy with how the events team had dealt with the situation. The next time I saw him he was smiling from ear to ear. What I learnt at this event is the impact of people on others. The fact that someone can have a grudge against you, however later on they have become like your best friend.
Another incident we had was the registration website was not the best system. A lady registering for the event asked if she gets the handbook printed, however I had to tell her she had not requested it in her registration. She also mentioned poor signage to find the location, however we were placing up signs as she spoke. Despite this I remembered her name for the rest of the event and said hello to her every day. She then told my supervisor how lovely and patient I was and that I had to put up with her on the first day. Luckily we had spare handbooks left over towards the end of the conference and I was able to hand her one. She was overwhelmed with happiness, and I thought I may have seen a tear in her eye as she gave me a hug. She said something that will stick with me for life. She said, "We react in the way other people treat us. If you are nice to people, they will be kind back." This was an important part of my life as I realised I had not only done my job but made a difference in someones life.
Many people will experience such occurrences in their life but experiences like these are the most valuable and memorable. The feedback received from customers is great at advise for us to change the way things are completed and processed in the future.
Attention to Detail
In a job attention to detail is very important. I have realised that usually it doesn't matter how long it takes you to do something, just as long as you don't miss something. If you miss something you will have to alter what you have already done. However, this is where asking questions comes into play. If you constantly ask questions it shows an interest that you want to get the job done professionally. It also clears up any gaps in your knowledge, because you are new to the organisation.
Some holding slides I created for a conference were later changed due to the External organisations preferences. It is extremely integral to ask those you are working with, how your work is progressing. If things are being changed find this out so you can improve on them. Ask how work you helped with last week has progressed this week. Knowing the results of your work is integral also as that experience will stick with you for your future career. This is why it is highly important to have experience before graduating, because if you don't you are unable to show how you have applied what you have learnt in your course in the practical experience.
If you pay high attention to detail as much as possible your supervisor/s will appreciate your efforts and understand you have done all you can to help them out.
Fortunately this internship allowed me to attend the event and see how all the work in the office comes to practice. A lot of organisation and hard work goes into making sure an event runs smoothly. If delegates attending the event can tell you have put in a lot of effort for the event then it shows that the event is not running smoothly. If people cannot realise the hard work which has gone into the event then it must be a success because this means the events team have paid high attention to detail and had not forgotten anything. I have seen the problems which can occur at events, how these are resolved and strategies for how to deal with such uncomfortable situations
Some holding slides I created for a conference were later changed due to the External organisations preferences. It is extremely integral to ask those you are working with, how your work is progressing. If things are being changed find this out so you can improve on them. Ask how work you helped with last week has progressed this week. Knowing the results of your work is integral also as that experience will stick with you for your future career. This is why it is highly important to have experience before graduating, because if you don't you are unable to show how you have applied what you have learnt in your course in the practical experience.
If you pay high attention to detail as much as possible your supervisor/s will appreciate your efforts and understand you have done all you can to help them out.
Fortunately this internship allowed me to attend the event and see how all the work in the office comes to practice. A lot of organisation and hard work goes into making sure an event runs smoothly. If delegates attending the event can tell you have put in a lot of effort for the event then it shows that the event is not running smoothly. If people cannot realise the hard work which has gone into the event then it must be a success because this means the events team have paid high attention to detail and had not forgotten anything. I have seen the problems which can occur at events, how these are resolved and strategies for how to deal with such uncomfortable situations
The Interview
I applied for two internships at Deakin University. I applied for the internships I believed complemented my degree (Bachelor of Arts, majoring in Media and Communication). These internship interviews included: Deakin Life Social Media Internship and a Faculty of Arts & Education Internship. It is important to attend interviews when they are offered even if you are unsure you will like the job. It is a good experience to practice different interview styles and notice where your own strengths and weaknesses lie.
Even though I was not accepted for these internships I was later asked if I was interested in applying for the Events Management Internship at Deakin. I was not sure whether I would like it or not, but when you are given opportunities you have to go for them. As I had nothing to loose and had not been accepted the previous times, I seemed to be a bit more relaxed and less motivated to talk a lot about myself. Instead I asked what the experience would involve and when would I start if I was accepted. I followed up with those who interviewed me and said it was lovely to meet them.
Arriving early to an interview is also a must, I would recommend being half an hour early to avoid any possible travel mishaps. However, this allows shows your reliability and that you are eager to start.
Looking back now I am quite grateful that I wasn't accepted for those other two internships because I wouldn't have the same experience that I have today. The other internships were not for me and I couldn't see myself doing them. However, in the Events Management interview someone saw something in me that I hadn't originally seen in myself. I wasn't sure how well I would be at the job, although when I started I realised how much it suited my personality and little things I had grown up doing. For example, when I went on a holiday to London with my family four years ago and I wanted to organise what attractions we would see each day.
In life you will be knocked back from interviews but you cannot let it put any doubt in your mind because it mostly just wasn't to be and perhaps you might not have been suited to the job. Although, there are other interviews you should attend to see just what might come out of it. You may find you walk out of a job you never realised existed and it could change your life forever.
Even though I was not accepted for these internships I was later asked if I was interested in applying for the Events Management Internship at Deakin. I was not sure whether I would like it or not, but when you are given opportunities you have to go for them. As I had nothing to loose and had not been accepted the previous times, I seemed to be a bit more relaxed and less motivated to talk a lot about myself. Instead I asked what the experience would involve and when would I start if I was accepted. I followed up with those who interviewed me and said it was lovely to meet them.
Arriving early to an interview is also a must, I would recommend being half an hour early to avoid any possible travel mishaps. However, this allows shows your reliability and that you are eager to start.
Looking back now I am quite grateful that I wasn't accepted for those other two internships because I wouldn't have the same experience that I have today. The other internships were not for me and I couldn't see myself doing them. However, in the Events Management interview someone saw something in me that I hadn't originally seen in myself. I wasn't sure how well I would be at the job, although when I started I realised how much it suited my personality and little things I had grown up doing. For example, when I went on a holiday to London with my family four years ago and I wanted to organise what attractions we would see each day.
In life you will be knocked back from interviews but you cannot let it put any doubt in your mind because it mostly just wasn't to be and perhaps you might not have been suited to the job. Although, there are other interviews you should attend to see just what might come out of it. You may find you walk out of a job you never realised existed and it could change your life forever.
About this blog
Hi I am Melissa Thompson and recently completed an Events Management Internship and I am currently completing a Marketing Internship at the Frankston Arts Centre.
This blog will tell you about how I was faced with difficult situations and the challenges I learnt from which will stick with me for the rest of my life.
This blog stresses the importance of students acquiring experience before they graduate.
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