Theories of Personality - Project Two Milestone

Project Two Milestone Template To begin your milestone, you will first select one of the professions from the list provided. Complete this template by replacing the bracketed text with the relevant information. Your responses should each be about 3 to 5 sentences in length. Review the example responses in the assignment guidelines and rubric document to help you get started. Professions: ● Doctor ● Nurse ● Mental health professional ● Teacher ● Customer service representative ● Political figure ● Business owner ● Police officer 1. Personality and the Individual A. Identify one trait from the Big Five (openness, also known as intellect/imagination; conscientiousness; extraversion; agreeableness; or neuroticism, also known as emotional stability) of your choice that you think is particularly important for your selected profession and justify your response. My chosen profession is a customer service representative. For any customer service representative it is important to possess the trait of conscientiousness. People with this trait tend to be less spontaneous and prefer an articulated strategy rather than improvisation (Shiraev, 2017). In this field that is typically seen in retail settings over someone who works with a retail store but associates with clients and customers over the phone, they have strategic procedures that they must follow and cannot simply go off script. B. Describe whether it would be most ideal for your selected professional to be low, high, or mixed for the Big Five trait you identified for most situations and justify your response. It is important for a customer service representative to score low on neuroticism and high on emotional intelligence. This is because Customer Service Representatives need to be able to listen to what their customers are saying and use critical thinking to demonstrate ways to become helpful to resolve any problems that arise. Just as in face to face customer service people want to discuss different topics and know that this representative is being attentive and cares. C. Explain whether you think the effectiveness of the Big Five trait you selected depends on the situation. To justify your response, provide a real or imagined example where the trait would benefit the professional and an example where the same trait would not benefit the professional. For clients and customers, consulting with a Customer Service Representative that uses openness to experience to resolve any problems they may have knowing that they explored many avenues to do so. An example could be not being able to use a coupon that they left at home. A customer service representative may use a different coupon within the store where the customer still receives the benefits just through a different technique. However, openness to experience comes at a cost because as a representative you want to make the customer happy but within your means where you’re still following protocol. 2. Personality and Teams A. Identify another trait from the Big Five for your selected profession and describe how scoring low, high, or mixed on that trait might influence how that professional conducts their work or interacts with others. Another trait that a customer service representative should possess and score high in is agreeableness. People who rank high on this measure tend to appear friendly, cooperative, and compassionate to other individuals and to other people’s concerns and problems (Shiraev, 2017). Having compassion and an ability to be friendly and caring is one of the most essential traits a customer service representative can have. It is also imperative that they don’t feel too attached or involved when they cannot successfully fulfill all the clients needs. They should score low in unfriendliness as the public will see a customer service representative as unapproachable and not want to return to their place of business or speak with them over the phone. This can lead to unwanted reviews based on their characteristics. B. Explain whether you think it is better to have a diversity of traits within the same profession or among professionals with the same role or whether it is better for the professionals to exhibit the same traits. Justify your response. I believe that it is better to have diversity of traits over having customer service representatives that possess and exhibit the same traits. Customer service representatives cover many different services as do lawyers, doctors, etc. There are customer service representatives that have more experience in areas of technology, pharmaceutical, and retail than others and finding the right one to help you when you’re in a time of need is important. The right one may be someone who never seems stressed and can handle any given task, while another customer service representative may need more assistance each time you discuss different aspects and become more short tempered. Having a diversity of traits allows there to be a selection for all individuals to seek adequate help. 3. Personality, Stress, and Coping A. Describe how you would expect your selected professional to cope with stress using a trait you identified previously or a new trait of your choosing. I would expect a customer service representative to be low on neurocritic when dealing with stress. Instead, having a representative that is high on emotional stability gives this professional the ability to take in the moments that are stressful and still remain friendly and curious when these circumstances arise. Lastly, it would make me feel more comfortable in pursuing any type of business with them in the future. B. Explain what kind of support you would expect from a person in this profession if you were seeking help or advice. Consider how much emotional intelligence you might expect your selected professional to display. If I were to be seeking help or advice from a customer service representative I would be diligent in making sure that this individual knew my requests from the beginning. As I stated above, there is a customer service representative for a lot of businesses and if my requests can be answered but with someone of more experience or from a different department, I would like to know this information upfront. In the event that this customer service representative can help me with my requests, that too would be great. Overall, the kind of support I seek out from a customer service representative is someone that is high in openness, consciousness, and extroversion.