2/6/24, 9:58 PM SLP – HRM401 Staffing Organizations (2024JAN08FT-1)


Module 3 – SLP


SLP Assignment

For this SLP assignment, review a job decription for a Customer
Service Representative position. Then, review the following three
resumes of fictitious customer service representatives.

Mishka Prakash

Lily Wright

Michael Williams

In the Module 3 SLP assignment, as the HR Generalist at your
current employer, you need to fill a vacant Customer Service
Representative (CSR) position. Assume you have already posted
the job in-house and had no current employees apply for the
position. You then placed an advertisement of the job opening on
Monster.com and Indeed.com. You reviewed the many resumes
received since then and have narrowed your selection down to
three possible candidates: Mishka Prakash, Lily Wright, and
Michael Williams.

In your 3-page essay, address the four parts of the assignment:

1. Develop a list of critical skills, behaviors, and attitudes necessary
for the right person to achieve success in this CSR position.

2. Review the three resumes and discuss why each was selected
as a finalist for the position of Customer Service Representative.
In other words, define the strengths and weaknesses of each
candidate. Then, answer the question about how each candidate


2/6/24, 9:58 PM SLP – HRM401 Staffing Organizations (2024JAN08FT-1)


matches the list of critical skills, behaviors, and attitudes
necessary to achieve success in this position.

3. Is it important to keep in mind the potential customers the new
CSR will have frequent face-to-face contact with? Why/why not?
Do you need to keep that in mind when making your selection?
Why/why not?

4. Which of the three candidates did you select? Why? Why not one
of the other two?

Refer to background readings and what you have found in the
Trident Online Library. Cite all sources used to help you through
these steps. Support your discussion of key concepts in this SLP
assignment with at least one reference found in a peer-reviewed
journal in the Trident Online Library. In addition, cite any references
from the assigned readings.

Your essay submission should be 3 pages, not counting the cover
page and reference list page. Use Times New Roman size 12 font;
double-space everything, including references, but do not add extra
spacing between paragraphs or after headings; and make sure your
margins are one inch on all four sides. You can view how the cover
page content should appear in the sample paper found in
the Purdue OWL APA Formatting and Style Guide. Student papers
do not require a running head on any page. In addition, students
are not required to include an Abstract. Your paper’s title should be
above the first paragraph on page two (there can be no paragraph
with the title of “Introduction”). Last, all pages must have a page
number in the top-right corner and that is all that is required in the
header of your papers.

Citation and reference style instructions are available

Also see the Trident guide to APA Style, 7th edition.

You will find the following useful as you critique sources:

Herring, J. E. (2011). Chapter 3: Evaluating websites, Figure 3.1, p.
38. In Improving students’ web use and information literacy: a guide
for teachers and teacher librarians. Facet Publishing. Available in
the Trident Online Library, EBSCO eBook Collection.

2/6/24, 9:58 PM SLP – HRM401 Staffing Organizations (2024JAN08FT-1)


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Lack, C. W., & Rousseau, J. (2016). Chapter 4: What is critical
thinking? In Critical thinking, science, and pseudoscience: Why we
can’t trust our brains. Springer Publishing Company. Available in
the Trident Online Library, EBSCO eBook Collection.

Required Material


Gregg Learning. (2018, August 4). Internal recruiting
methods [Video].  Standard
YouTube License.

GreggU. (2019, October 22). Strategy and HR planning [Video].
YouTube. Standard YouTube license.

Other Required Sources

Armstrong, M., & Tayler, S. (2020). Armstrong’s handbook of human
resource management practice (15th ed.). Kogan Page. Available in
the Trident Online Library, Skillsoft database.