eng prof

• Thesis statement is the main idea or argument presented by an author.
• Public speaking is a strong reciprocal emotional bond between an infant and a primary caregiver
• Schaffer and Emerson's 1964 study on attachment aimed to identify stages of attachment and find a pattern in the development of an attachment between infants and parents
• Participants in the study were 60 babies from Glasgow, and the procedure involved analyzing interactions between infants and carers
• Findings showed that babies of parents/carers with 'sensitive responsiveness' were more likely to have formed an attachment
• Freud's superego is the moral component of the psyche, representing internalized societal values and standards
• Public speaking is speaking to a group of people in an organized way to inform, persuade, or entertain

  
• Everyone needs to learn public speaking skills at some point in time, as effective communication through speech is impressive
• Common fears related to public speaking include fear of failure, rejection, and the fear of public speaking itself
• Public speaking may be feared due to the perceived threat to credibility, as people often overthink what is at stake when speaking
• Communication is a two-way process, and effective communication involves being clear, concise, and consistent
• The three C's of effective communication are: clear (say what you have to say to be understood), concise (say what you have to say in as few words as possible), and consistent (build trust and provide needed information for action)
• In public speaking, it's important to inform the who, what, why, when, and where, divide the speech into opening, body, and summary, and speak to the entire audience even in a small group
• Elements of public speaking include the speaker, message, medium/channel, audience, and feedback
• The speaker's motivation, credibility, style, knowledge, and ideas are important factors to consider in public speaking
• The message in public speaking includes content, style, and structure, where the structure could include an introduction, body, and conclusion
• The medium/channel in public speaking includes gestures, facial expressions, body movement, physical posture, diagrams, drawings, graphics, photographs, videos, objects, tone of voice, and variations in voice volume
• When presenting poorly organized content, it reduces the impact of the message, and a speech must captivate and impact the audience from the beginning to achieve its objective
• The audience in public speaking should be analyzed before the speech to decide how to present ideas, considering needs, age, sex, marital status, race, geographic location, education, trade, activity, and profession
• Feedback in public speaking is the process through which the speaker receives a response or information from the audience, and it's important to be attentive to nonverbal reactions and respond to the audience's reactions during the presentation
• Public speaking focuses on ensuring effective communication through gestures, facial expressions, body movement, and other channels
• Business Process Outsourcing (BPO) is the contracting of non-primary business activities and functions to a third-party provider
• BPO services can be divided into back office outsourcing and front office outsourcing:

  • Back Office Outsourcing services deal with in-house necessities of business like payroll, billing, accounting, and surveys
  • Front Office Outsourcing services include email, phone conversations, and other forms of communication with customers involving customer service, technical support, or sales
• Companies typically outsource BPO front office services in customer service/support, inbound and outbound sales, market research, appointment scheduling, and technical support
• Reasons to outsource include reassigning resources, better productivity, business focus, cost reduction, and utilizing technology
• Offshore outsourcing occurs when a company hires a foreign company to fulfill work requirements, nearshore outsourcing involves contracting work to a neighboring country, and onshore outsourcing is when work is outsourced to a company within the same country
• The Philippines' BPO industry is a major driver of economic growth, with over 700,000 Filipinos working in the sector
• The BPO sector in the Philippines rised 5.4% of the country’s GDP
• Benefits of working in the BPO sector in the Philippines include income tax holiday, exemption from national and local taxes and licenses, deduction for organization and preoperating expenses, special income tax rate of 5%, zero-rate value added tax, and tax and duty-free importation of materials, capital equipment, machineries, and spare parts
• The BPO industry in the Philippines is supported by a highly skilled workforce, a large talent pool, cost savings, and quality service
• A thesis statement can be found at the end of the introduction, as it presents the writer's opinion on the subject matter.
• Roles in the BPO industry include Call Center Agent/CSR/TSR, Team Leader/Supervisor, Operations Manager, Operations Director, Floorwalker, Mentor, Coach, QA analyst, Trainer, WF Analyst, Deputy Operations Manager/Senior Team Leader/Assistant Manager, and Senior Operations Manager
• BPO Jargons:

  • AHT: Average Handling Time
  • HMO: Health Management Organization
  • FCR: First Call Resolution
  • CSAT: Customer Satisfaction
• An effective thesis statement clearly states the focus of the essay and provides insight into what will be discussed throughout the paper.
• BPO Jargons:

  • LOB: Line Of Business
  • SME: Subject Matter Expert
  • AWOL: Absence Without Official Leave
  • VRU: Voice Response Unit
• It also serves to inform readers about the purpose of the essay and its significance.
• BPO Jargons:

  • QA: Quality Analyst
  • METRICS: Key performance indicators or targets that an agent should meet on a daily, weekly, and monthly basis
  • EMPATHY: The ability to understand and share the feelings of another
• In an argumentative essay, the thesis statement should present the author's stance or position on the issue being addressed.
• Misconceptions about working in a BPO:

  1. You have to master American Accent.

  2. You don’t have a career in the BPO Industry.

  3. It’s a No Brainer job.

  4. Agents don’t care about customer service.

  5. People who work in the BPO are uneducated.

  6. BPO workers are rich.

  7. BPO workers have unhealthy lifestyle.

  8. BPO workers never experience traffic.
• The thesis statement is typically one sentence long and appears near the beginning of an academic or research paper.