I

NTERNSHI
PREPORT

Ti
tl
e

Name:Oky
ereJust
iceK.Kumi

Cour
se:I
nter
nshi
pRepl
acementPr
ogr
am

Pr
ogr
am:BSc.Mar
ket
ing

Facul
ty:
Managementst
udi
es

Dat
eofsubmi
ssi
on:14t
hDecember
,2020

Acknowl
edgement

Manypeopl
ehav
econt
ri
but
edi
nav
ari
etyofway
sint
hepr
epar
ati
onoft
hissemest
er

paper
.Wi
thoutt
hehel
poft
hem,
itwasi
mpossi
blet
ofi
nishourt
erm paper
.Atf
ir
st,
all

pr
aiset
oAl
might
yGod.Wear
ethankf
ult
oourAl
might
yGodwhogi
vesust
hest
rengt
h

t
ocompl
etet
hist
erm paper
.Then,
wewoul
dli
ket
opaygr
ati
tudeandwantt
ogi
ve

speci
alt
hankst
oourr
espect
edcour
set
eacherMsI
vyHewar
d-Mi
l
lsf
orhel
pingusi
nal
l

way
stocompl
eteourPr
oject
.Wear
ehi
ghl
ypl
easedf
orgi
vi
ngussuchan

oppor
tuni
ty.
Final
l
y,t
hankst
omyf
ri
endsf
ort
hei
rco-
oper
ati
on.

1
Execut
ivesummar
y

I
nter
nshi
pwasmyf
ir
stst
epi
npr
act
ical
li
fe,
thoughIdi
dnotexper
ienceorf
eel
the

wor
kingenv
ironment
,Ir
eal
l
ylear
ntal
otandi
thasai
dedmei
nbei
ngwel
lequi
ppedwi
th

v
aluabl
eexper
iencet
hatwoul
dhel
pmeonceIent
ert
hepr
ofessi
onal
li
feaf
tert
he

compl
eti
onofmyst
udi
es.
WhatIl
ear
ntov
ert
heweekswashowt
ocommuni
cat
ewi
th

cust
omer
s,bui
l
dmyemot
ional
int
ell
i
gence,
howt
omanagemyt
imeandpr
esent
ati
on

ski
l
ls.I
twasagr
eatexper
iencef
orme.Thei
nter
nshi
phaspr
epar
edmef
ormyf
utur
e

car
eer
.Thi
srepor
tgi
vesani
nsi
ghtofwhatIl
ear
ntov
ert
heweeksandwhatIacqui
red.

Myv
irt
ual
int
ernshi
phasmademeast
rongercommuni
cat
or,
abet
terpr
obl
em sol
ver

andamor
eef
fi
cientwor
ker
.AndasIr
efl
ectonmyexper
ienceofwor
kingr
emot
ely
,I

woul
dsayi
tisgood.
Lastpar
toft
her
epor
tconsi
stofsomer
ecommendat
ionsand

suggest
ionst
hatIhav
egi
ven.Duet
other
iseoft
hepandemi
c,t
hei
nter
nshi
pwasv
irt
ual

butal
lthesameIr
eal
l
ylear
ntal
otandt
heexper
ienceIhadwasal
mostt
hesameasme

doi
ngi
tatawor
kpl
ace.

Tabl
eofcont
ent
s

1.I
ntr
oduct
ion

2.Car
eerambi
ti
ons

3.Si
xway
sthet
ool
sandknowl
edgehasshapedmymi
ndsetandi
mpactmy

pr
ofessi
onall
if
e

2
I
.Communi
cat
ionski
l
ls

I
I.
present
ati
onski
l
ls

I
II
.Cust
omerser
vice

I
V.Leader
shi
pski
l
ls

V.Emot
ional
int
ell
i
gence

VI
.Ti
memanagementski
l
ls

4.Lessonl
ear
nt

I
.Pr
ofessi
onalcommuni
cat
ion

I
I.
Taki
ngconst
ruct
ivecr
it
ici
sm wel
l

I
II
.Net
wor
kingi
simpor
tant

5.Chal
lenges

I
.Mi
scommuni
cat
ion

I
I.
Lessconcent
rat
ion

6.Concl
usi
onandr
ecommendat
ions

7.Ref
erence

8.Appendi
x

3
1.I
ntr
oduct
ion

Thei
nter
nshi
ppr
ogr
am i
sagoodoppor
tuni
tyf
orst
udent
stogai
nexper
ience,
lear
n

andal
somakepr
epar
edf
ort
heout
sidewor
ld.Dur
ingmyi
nter
nshi
p,Igott
oknowt
hat

t
her
eal
wor
kingenv
ironmentwasabi
tdi
ff
erentf
rom t
hecour
seIst
udy
.Igott
olear
n

aboutsomef
ewski
l
lwhi
chwi
l
lhel
pmei
nthenearf
utur
easIpur
suemycar
eer

ambi
ti
ons.Igott
olear
nfewski
l
lsl
i
kepr
esent
ati
on,
communi
cat
ion,
timemanagement
,

emot
ional
int
eract
ionandcust
omerser
vice.

Obj
ect
ive

Thi
srepor
thasbeenpr
epar
edt
oref
lectmyachi
evement
sandpr
ofessi
onalgr
owt
h

dur
ingt
hef
ewweeksoft
hev
irt
ual
int
ernshi
p.

Scope

Thi
srepor
tgi
vesi
nsi
ghtoft
heexper
ienceIf
aceddur
ingmyi
nter
nshi
p.

2.
Car
eerambi
ti
ons

Car
eerambi
ti
onmeansy
ouhav
eadesi
ret
omov
efr
om y
ourcur
rentposi
ti
ont
o

somet
hingel
sepr
efer
abl
yupt
hepr
ofessi
onal
ladder
.Tosucceedy
oumusthav
ethi
ngs

happeni
nst
eadofwai
ti
ngf
ort
hem t
ohappen.Ihav
eal
way
slov
edsal
esandt
hri
vedon

t
heexci
tementofl
andi
ngnewcl
i
entandcompet
ingwi
thmyf
ell
owmat
es.Howev
er,
the

i
nter
nshi
phashel
pedmeacqui
resomemar
ket
ingski
l
lsandcommuni
cat
ionski
l
ls

whi
chwi
l
lhel
penhancemyambi
ti
onasasal
esper
sonandamar
ket
ingmanageras

4
wel
l
.

3.
Sixway
sthet
ool
sandknowl
edgehasshapedmymi
ndsetandi
mpact

mypr
ofessi
onall
if
e

I
.Communi
cat
ionski
ll
s

I
thasenabl
emepi
ckt
her
ightcommuni
cat
ionmet
hodf
ormyaudi
ence.
Wit
hgood

pr
ofessi
onal
communi
cat
ionski
l
lsacqui
red,
Icanpi
ckt
heappr
opr
iat
ecommuni
cat
ion

channel
fort
hespeci
fi
caudi
ence.Forexampl
e,i
nsomecases,
itmaybeappr
opr
iat
eto

sendaqui
ckemai
l
,howev
er,
byr
eadi
ngt
hesi
tuat
ionImayr
eal
i
set
hatf
orcer
tai
n

messages,
iti
smor
eappr
opr
iat
etoar
rangeacal
lorev
enmeetf
ace-
to-
face.
Andal
soi
t

i
seasyf
ormessagest
ogetunder
stood.Bymast
eri
ngpr
ofessi
onal
communi
cat
ion,
the

pot
ent
ial
formi
sunder
standi
ngsoccur
ri
ngcanbemi
nimi
sed.

I
I.
Present
ati
onski
ll
s

Ef
fect
ivecommuni
cat
ionski
l
lsar
eav
aluabl
eli
feski
l
l,whi
chwi
l
lhel
pmei
nyourf
urt
her

educat
ionandi
nyourf
utur
ecar
eer
s.I
twi
l
lhel
pmeasani
ndi
vi
dual
inenhanci
ngmy

owngr
owt
hoppor
tuni
ti
es.I
naddi
ti
on,
ital
sogr
oomsmyper
sonal
i
tyandel
evat
esmy

l
evel
sofconf
idence.
Incaseofst
ri
ki
ngdeal
sandgai
ningcl
i
ent
s,i
tisessent
ial
fort
he

busi
nesspr
ofessi
onal
stounder
standt
heaudi
ence.Goodpr
esent
ati
onski
l
lsenabl
eme

asani
ndi
vi
dual
tomol
dmymessageaccor
dingt
othet
rai
tsoft
heaudi
ence.Thi
s

i
ncr
easest
hepr
obabi
l
ityofsuccessf
ult
ransmi
ssi
onofmessages.

I
II
.Cust
omerser
viceski
ll
s

5
Cust
omerser
vicei
sof
tenatt
hehear
tofabusi
nesswhi
chai
mst
opr
ovi
dean

except
ional
ser
vicet
hatl
eav
est
hecust
omerf
eel
i
ngv
aluedandr
espect
ed.Al
though

pr
ovi
dinganexcel
l
entser
vicecani
nvol
veext
rar
esour
ce,
timeandmoney
,whenIgeti
t

r
ighti
twi
l
lenabl
emet
ost
andoutf
rom mycompet
it
ion,
mai
ntai
naposi
ti
ver
eput
ati
on

amongf
utur
ecust
omer
sandencour
ageexi
sti
ngcust
omer
stopur
chasef
rom my

busi
nessagai
n.I
thasenabl
edmet
oknowi
tissi
xti
mesmor
eexpensi
vet
oacqui
rea

newcust
omert
hant
oret
ainanex
ist
ingcust
omer
.Cust
omerser
viceski
l
lshasenabl
ed

meknowhowt
oint
eractwi
thcust
omer
sandal
sohowt
opr
ovi
det
hei
rneeds.

I
V.Leader
shi
pski
ll
s

Leader
shi
pski
l
lswi
l
lhel
pedcr
eat
esempl
oyeeengagementandpassi
on,
whi
chl
eadt
o

hi
gherl
evel
sofcust
omerl
oyal
ty,
ser
vice,
innov
ati
on,
andul
ti
mat
elypr
ofi
ts.
Eff
ect
ive

l
eader
shav
etheabi
l
ityt
ocommuni
cat
ewel
l
,mot
ivat
ethei
rteam,
handl
eanddel
egat
e

r
esponsi
bil
i
ties,
li
stent
ofeedback,
andhav
ethef
lexi
bil
i
tyt
osol
vepr
obl
emsi
nanev
er-

changi
ngwor
kpl
ace.
Str
ongl
eader
shi
pski
l
lsar
eal
sov
aluabl
eforal
lj
obappl
i
cant
sand

empl
oyees.

V.
Emot
ionali
ntel
li
gence

Foremot
ional
int
ell
i
gencet
obeef
fect
ive,
ithast
ost
artwi
thy
our
sel
f.Icanotdi
sti
l
lor

enhanceot
herpeopl
e’
swel
l
-bei
ng,
impr
ovementandsenseofsel
fwi
thoutf
ir
st

under
standi
nghowIoper
ateonanemot
ional
lev
el.Whatdi
sti
ngui
shesl
eader
sis

6
usual
l
ythei
rlev
elofemot
ional
int
ell
i
genceandi
tist
hoseski
l
lswhi
chhel
ptodev
elopa

mor
eef
fect
ivewor
kpl
ace.Emot
ional
int
ell
i
gencehasmakei
teasi
ert
ounder
standone’
s

ownneedsandl
i
kel
yreact
ionsi
fcer
tai
nev
ent
soccur
red,
ther
ebyf
aci
l
itat
ingev
aluat
ion

ofal
ter
nat
ivesol
uti
ons.

VI
.Ti
memanagementski
ll
s

WhenIl
ear
ntot
akecont
rol
ofmyt
ime,
Iimpr
ovemyabi
l
ityt
ofocus.Andwi
th

i
ncr
easedf
ocuscomesenhancedef
fi
ciency
,becauseIdonotl
osemoment
um.

I
mpr
oveddeci
sion-
maki
ngabi
l
ity
.Whet
herIr
elyonat
ime-
chunki
ngt
echni
queor

di
scov
ert
hepowerofl
i
st-
maki
ng,
Ifoundoutt
hatani
cesi
debenef
itofgoodt
ime

managementski
l
lsi
stheabi
l
ityt
omakebet
terdeci
sions.WhenIf
eel
pressedf
ort
ime

andhav
etomakeadeci
sion,
lam mor
eli
kel
ytoj
umpt
oconcl
usi
onswi
thoutf
ull
y

consi
der
ingev
eryopt
ion.Thatl
eadst
opoordeci
sionmaki
ng.
Thr
oughef
fect
ivet
ime

management
,Icanel
i
minat
ethepr
essur
ethatcomesf
rom f
eel
i
ngl
i
keIdonothav
e

enought
ime.Iwi
l
lst
artt
ofeel
mor
ecal
m andi
ncont
rol
.Whent
het
imecomest
o

exami
neopt
ionsandmakeadeci
sion,
inst
eadofr
ushi
ngt
hrought
hepr
ocess,
Ican

t
aket
imet
ocar
eful
l
yconsi
dereachopt
ion.Andwhenam abl
etodot
hat
,Idi
mini
shmy

chancesofmaki
ngabaddeci
sion.

Lessonl
4. ear
nt

I
.Pr
ofessi
onalcommuni
cat
ion

Oneoft
hemostv
aluabl
eski
l
lsIl
ear
nedf
rom t
hei
nter
nshi
pist
heabi
l
ityt
ospeakwi
th

7
peopl
einapr
ofessi
onal
set
ti
ng.Af
termyi
nter
nshi
p,Ihadabet
teri
deaoft
he

appr
opr
iat
ewayt
obehav
easapr
ofessi
onal
.Thi
swi
l
lhel
pmeal
otwhenIst
art

i
nter
viewi
ngf
orj
obsandal
socommuni
cat
ingwi
thcust
omer
sint
hecompanyIwi
l
l

wor
kinbecauseIwi
l
lbemor
econf
identandwi
l
lsoundmor
emat
ureandexper
iencedi
n

abusi
nessset
ti
ng.

I
I.
Taki
ngconst
ruct
ivecr
it
ici
sm wel
l

Nat
ural
l
y,noonel
i
kest
obecr
it
ici
zedandper
for
manceev
aluat
ionscanbequi
tescar
y.I

wi
l
lpr
obabl
ymakeaf
ewmi
stakesandr
ecei
veconst
ruct
ivecr
it
ici
sm aboutmywor
k

f
rom bot
hmycol
l
eaguesandmyboss.
ll
ear
ntIshoul
dal
way
sremi
ndmy
sel
fthati
tis

notper
sonal
.Iti
sformyowngoodandgr
owt
handi
twi
l
limpr
ovet
hequal
i
tyofmywor
k.

I
II
.Net
wor
kingi
simpor
tant

Maki
ngsur
eIt
akeadv
ant
ageofal
ltheoppor
tuni
ti
est
hatcomemywayandno

under
est
imat
emy
sel
f..
Bei
ngpr
oact
ive,
andi
fam i
nvi
tedt
owor
kfunct
ionsi
ntr
oduce

my
sel
ftopeopl
e.Thati
stheonl
ywaypeopl
ewi
l
lknowwhoIam andwhatam al
l

aboutandmosti
mpor
tant
lyr
ememberme.

5.
Chal
lenges

I
.Mi
scommuni
cat
ion

Di
sor
gani
zat
ionhappenswhent
her
ear
eissueswi
thcommuni
cat
ion.I
tismor
edi
ff
icul
t

8
t
ocommuni
cat
efr
om ar
emot
eint
ernshi
psi
ncet
her
ear
enof
ace-
to-
faceconv
ersat
ions.

I
nst
ead,
ever
ythi
ngi
srel
i
antonv
ideochat
s,sl
i
des,
andemai
l
s.Thi
scausedmaj
or

headachesasdi
ff
erentschedul
escanl
eadt
oal
ackofconv
ersat
ion.

I
I.
Lessconcent
rat
ion

Lessconcent
rat
iononeoft
hechal
l
engesIexper
ienceddur
ingt
hev
irt
ual
int
ernshi
p

pr
ogr
am.Somet
imesIgetdi
str
act
edf
rom whatam act
ual
bei
ngassi
gnedt
oand

mov
etosoci
almedi
ator
epl
ymyunr
eadmessageandv
iewt
hroughmyst
ory
.Si
ncei
tis

v
irt
ualIbel
i
evednoonei
swat
chi
ngsoIdowhat
everIl
i
kewi
thoutconcent
rat
ion.

6.
Concl
usi
onandr
ecommendat
ions

I
nconcl
usi
on,
thi
sint
ernshi
phasbeenav
eryusef
ulexper
iencef
orme.Icansaf
elysay

t
hatmyunder
standi
ngoft
hej
obenv
ironmenthasi
ncr
easedgr
eat
ly.Inowknowhowt
o

communi
cat
ewi
thcust
omer
sver
ywel
l
,bui
l
tmyconf
idence,
impr
ovemyemot
ional

i
ntel
l
igenceandpr
esent
ati
onski
l
ls.
Howev
er,
Idot
hinkt
hatt
her
ear
esomeaspect
sof

t
hej
obt
hatIneedt
owor
kon.

Iwoul
dli
ket
oconv
eymyt
hankst
otheuni
ver
sit
yandt
hedepar
tmentofmanagement

st
udi
esf
orpr
ovi
dingmewi
tht
hisoppor
tuni
tyt
ogai
nideasoft
hecompet
it
ive

env
ironmenti
ntheout
sidewor
ld.Howev
er,
fol
l
owi
ngt
hebel
owr
ecommendat
ionswi
l
l

hel
pfaci
l
itat
ethesuccessf
uli
mpl
ement
ati
onandor
gani
sat
ionoft
hev
irt
ual
int
ernshi
p.

9
Fi
rst
,st
affneedt
obecommi
tt
edandav
ail
abl
etoengagewi
thandr
eachoutt
ovi
rt
ual

i
nter
nsonar
egul
arsuchasdai
l
y,oratl
east
,weekl
ybasi
s.Ti
meandper
for
mance

managementski
l
lsbecomemor
eimpor
tantwheny
ouneedt
oor
gani
zey
ourmeet
ings

acr
osst
imezones.Pr
ovi
dingandr
ecei
vi
ngf
eedback,f
oll
owi
ngupf
eedback,

ment
ori
ngonl
i
neanddev
elopi
ngi
deasj
oint
lywi
thanot
herper
sonr
equi
remanager
sto

ut
il
izeandusedi
ff
erentst
affdev
elopmentski
l
ls.Ev
encomput
er-
medi
atedand

t
empor
aryl
ear
ningexper
iencescanl
eadt
obal
ancedandr
elat
ionalpsy
chol
ogi
cal

cont
ract
srat
hert
hanmer
elyt
ransact
ional
andt
ransi
ti
onal
rel
ati
onshi
ps(
Jeske&

Axt
ell
,2018b)
.

Secondl
y,out
li
ney
ourper
for
manceexpect
ati
onscl
ear
lyi
ntheappl
i
cat
ionmat
eri
als,

r
equestsampl
esofpastwor
korassessski
l
llev
elsusi
ngt
ri
alassi
gnment
stosel
ect

v
irt
ual
int
ernswi
tht
her
ightski
l
lset.Schedul
i
ngandr
ecr
uit
mentf
lexi
bil
i
tymayal
sobe

keyast
hesel
ect
ionofhi
ghl
yski
l
ledv
irt
ual
int
ernsmaybeasdi
ff
icul
tandt
ime-

consumi
ngasf
ort
radi
ti
onali
nter
ns.Goalcl
ari
tyandper
cei
vedsuppor
t

sat
isf
act
ionamongv
irt
ual
int
ernshav
eal
soshownt
oincr
easet
hei
rsenseofbei
ng

v
aluedandt
hei
rsel
f-
repor
tedj
obper
for
mance(
Jeske&Axt
ell
,2017)
.Theser
esul
ts

suggestt
hatpr
ovi
dinggoal
clar
it
yandsuppor
tthr
oughr
egul
ari
nter
act
ionscanbe

i
mpor
tantst
epst
osuppor
tint
ernper
for
mance.

Ihav
ereal
l
yenj
oyedmyent
ir
eoper
ati
onal
progr
am whi
chi
sagr
eatpl
easur
eforme.

10
7.
Ref
erence

Jeske,
D.,
&Axt
ell
,C.
M.(
2017)
.Ef
for
tandr
ewar
dsef
fect
s:Appr
eci
ati
onandsel
f-
rat
ed

per
for
mancei
ne-
int
ernshi
ps.Soci
alSci
ences,
6(4)
,154-
168.

HJeske,
D.,
&Axt
ell
,C.
M.(
2018b)
.Thenat
ureofr
elat
ionshi
psi
ne-
int
ernshi
ps:
Amat
ter

ofpsy
chol
ogi
cal
cont
ract
,communi
cat
ionandr
elat
ional
inv
est
ment
.TheJour
nal
of

Wor
kandOr
gani
zat
ional
Psy
chol
ogy
,34(
2),
113-
121.

8.
Appendi
x

I
mage8.
1Whycust
omer
sar
eleav
ingchar
t

11
I
mage8.
2Cust
omerser
vicet
eam r
evi
ewbargr
aph

I
mage8.
3cust
omerser
vicechar
t

12