NAME: ELIAS KWESI DONKOR

PROGRAMME: BACHELOR IN BUSINESS

ADMINISTRATION (EVENING SESSION)

ID: 10105818

A SUMMARY REPORT BASED ON IN-PERSON AND

INTERNSHIP SIMULATION WORKSHOP
 ACKNOWLEDGEMENT
I would not have been able to successfully finish this internship without acknowledging the
Almighty God's miraculous protection and guidance for providing me with the power,
knowledge, wisdom, talent, and understanding during my internship training at Naddif Company
Limited. Despite their hectic schedules, the chief executive officer, Alhaji Yussif Tahiru,
manager, Miss Edwina Bleboo, and operations manager, Mr. Elias, have shown me a lot of
assistance and deserve a lot of credit for doing so. Last but not least, I would like to express my
gratitude to the tellers, including Justine, Kate, and Amarkor, the non-cash tellers; Akorfa and
Richard, the relationship officers; Portia, Abigail, and Benjamin, the service staff Selibel; and the
securities Sampson and Master T. for their love and care and the knowledge they shared with me
through their sophisticated training and service delivery methods.
 EXECUTIVE SUMMARY
Every third-year undergraduate student and first-year diploma student at the University of
Professional Studies, Accra (UPSA) must participate in an internship for at least two months in
order to guarantee that they are equipped and prepared for the corporate sector. The purpose of
the field internship is to familiarize the students with the duties and obligations that come with
employment. This report includes an overview of the Bank of Africa internship experience, the
field of experience, lessons learned, challenges, conclusion, and recommendations. The
definition of internship, its importance, its goal, and a description of the organization are
highlighted in the introductory part. Additionally, the report's topic of study sheds more insight
on the responsibilities given to the student, their accomplishments, and how they applied key
ideas to actual life scenarios. The report finishes with the knowledge obtained, the obstacles
encountered, the lessons learned from the field internship and ISW, as well as the pertinent
recommendations and references.

TABLE OF CONTENTS
ACKNOWLEDGEMENT................................................................................................................i
EXECUTIVE SUMMARY.............................................................................................................ii
1.0 INTRODUCTION.....................................................................................................................1
1.1 Purpose of In-Person Internship & ISW................................................................................1
2.0 INTERNSHIP SIMULATION WORKSHOP 2
2.1 Soft Skills & Their Importance 3
2.2 Reflection on Four Soft Skills 3
2.3 Demonstration of The Four Soft Skills 6
3.0 FIELD INTERNSHIP 7
3.1 Brief Description of Organization 7

3.2 Duties and Responsibilities 8

3.3 Contribution of Student to Organization 8

4.0 LESSONS LEARNT FROM ISW/ IN-PERSON INTERNSHIP 9

4.1 Lessons From ISW 9

4.2 Lessons From In-Person 9

5.0 CHALLENGES ENCOUTERED FROM ISW/ IN-PEROSN INTERNSHIP 10

6.0 CONCLUSION 10

7.0 RECOMMENDATION 11

1.0 INTRODUCTION
An internship is a planned, credit-bearing work experience that takes place in a professional
work environment and allows students to apply their academic knowledge and develop new
skills. It entails the student gaining work experience as well as applying newly acquired skills in
the organization. An internship should test the student's ability to consider the organization's
ideals and to evaluate their education in relation to the in-person internship. Since university
students are required to complete an internship, University of Professional Studies has replaced
the internship program with the Internship Stimulation Workshop during the previous two years
owing to the Covid-19 epidemic in the early months of 2020. Allowing students to participate in
a virtual internship has a lot of advantages for them. Gaining useful work experience, exploring a
career route, giving students an advantage on the job market, developing and honing abilities,
and networking with professionals are just a few advantages. This paper aims to outline the
lessons I've learned and provide an explanation of soft skills and how they relate to future
professions and career aspirations.

Purpose of In-Person Internship And ISW

This attachment's goals are to provide students with opportunities to broaden their horizons,
provide them the chance to put some of the ideas they've learned in the classroom into practice,
and help them to get practical understanding of the business world (According to page 229 of the
University of Professional Student Handbook). The in-person internship's objectives are as
follows:

 To provide the intern a place to think about the uses for the theories and concepts they
have studied.
 To provide the intern with the opportunity to develop beneficial friendships for potential
future possibilities.
 To give the intern the opportunity to integrate their academic studies with their work-
related experiences in order to build transferable abilities for the world of business
administration.

The Purpose of the Internship Simulation Workshop are as follows;

 To instill in students the confidence they need to deliver spontaneous presentations.

 To talk with kids on leadership philosophies.
 The importance of delivering top-notch customer service and the skills required to do so.

INTERNSHIP SIMULATION WORKSHOP

Soft Skills And Their Importance
The internship Stimulation Workshop was a learning initiative designed to take the role
of the internship training and assist students develop a more analytical mentality. It was a
six-module program that was delivered digitally to assist students who, because to the
development of the new Corona Virus, were unable to physically experience the feel of
an internship in an institution. Although students originally opposed the concept of the
program, it ended up being an engaging and educational one. The curriculum was created
to accomplish a number of goals that were essential for students' professional careers.

Reflection on The Four Skills

a) Customer Service Skills

Customer service follows time management, and it requires that each choice be made
with the customer in mind, otherwise we risk moving ahead two steps and backwards. I
learned in this second lesson that not all business decisions are made with the goal of
creating a profit. Though it is feasible for employees and decision-makers to lose sight of
the customer's delight and focus solely on boosting sales and profitability maximization
in today's corporate environment with its unending rivalry. As a result, my work's
foundation is client service. This lesson has had a significant impact on how I think about
what, how, and who I should consider as I pursue a job as a worker. During this module, I
came to understand that my job has a genuine influence on the client as well as my
business or industry. Situations requiring exceptional customer service delivery have
made me more aware of attributes beyond talent, such as appearance, attitude,
responsiveness, empathy, and going above and beyond. I am able to relate to others better
as a result of this. Through this module, I have learned that while it is important to
concentrate on achieving your personal goals, it is more preferable to stick with the team,
be a team player, and think as a team.

b) Time Management Skills

I learned about the need of maintaining time management both during working hours and
outside of them in the first lesson. Therefore, it's crucial to maintain a work-life balance
in order to be productive and operate efficiently. It was a little difficult for me to leave
work at work and not bring it home because so many people now work from their homes.
However, it soon became apparent to me that the goal was to prevent work from spilling
into leisure due to other activities. Planning, prioritizing, analyzing, regulating,
delegating, and establishing objectives are some key abilities I picked up from the lesson.
So, as I work to become a successful entrepreneur, the time management skills I've
learned from completing this program will enable me to do my tasks on time and with
awareness. I think that if I put all of this information to use, my life as an entrepreneur
will flourish. For instance, if I encounter a new issue, I will seek help rather than
pondering what to do and what not to do. I'll be able to prevent mistakes and, more
significantly, waste less time thanks to this shift. I can already tell how much of an
impact this information will have on my job.

c) Communication Skills
Active listening, communication hurdles, how to enhance my communication skills, and
email etiquette are some of the major elements of this program that I took notice of. As
much as receiving feedback is typically seen as the conclusion of a communication
process, I also came to the realization that it is crucial to remember the actual dialogue
that took place. That has evolved into my own personal challenge, one that I believe
requires greater effort from me. I've learned new techniques that will greatly improve my
email communication. These also include being polite, refraining from over-
communicating, creating effective subject lines, assessing the message's tone, and
proofreading my communications to ensure that they are succinct, clear, and exact. My
main takeaway from this specific session is to make sure that the foundation of each
conversation I have with someone else is their aim, as this will help me establish
connections, find solutions to issues, and develop trust. I developed my communication
skills during the program by learning to actively listen, as well as about various methods
of communicating with people and the dos and don'ts of communication. I also
discovered that listening is essential and that one should never draw conclusions from
what they are hearing or provide insignificant details. This has favorably influenced my
perspective as a student.

d) Leadership Skills
Leadership is the process of getting other people to go in a certain direction or advance in
that direction. It's crucial for a leader to be able to appreciate and be interested in the
opinions of others. Leadership is more than just having the ability to manage or influence
people. There are several different leadership philosophies, including autocratic,
democratic, and laissez-faire. I have discovered that using just one type of leadership
throughout a task or process may not be advantageous, but that using a mix of these
philosophies and delegating tasks to competent parties can help achieve the desired
results. For instance, I would be in control of all other employees if I were to become the
owner and manager of my business. The ability of workers to follow directions
(autocratic), take initiative (laissez-faire), and politely provide thoughts or
recommendations about how things may be done in the workplace is in the best interests
of the company and its employees.

Demonstration of The Four Skills

a) Leadership Skills
Entrepreneurs that are successful have confidence in their ability to make informed
decisions and guide their business toward lucrative and expansion-focused activities. As a
consequence of leadership experience that includes both successes and failures that can
be used as learning opportunities, they often gain this confidence. This self-assurance
typically functions best when it is coupled with humility and self-awareness of one's
talents, limitations, and strengths.

b) Communication Skills
With the use of efficient communication methods and execution, enterprise decision-
making may be expedited and matured. Making intelligent decisions boosts
organizational agility and offers the company a competitive edge. In order to prevent
unnecessary delays and hold-ups that may have a catastrophic impact on the development
of the firm, I will need to show that I have the ability to make timely, sensible judgments.
To ensure openness and obtain important data, it is crucial to communicate the decisions
to all parties involved.

c) Time Management Skills

Time management will be one of my main responsibilities as a business owner. As the
owner, I'll be able to manage every part of the company's operations thanks to this. To
advance in a business effectively, I need to understand which tasks should be completed
first, how much time should be allotted to each one, and which work should be given to
others. Time management offers a convincing justification and a path to follow since I'll
prioritize it. The organization as a whole becomes more successful and efficient as
everyone places more emphasis on time management.

d) Customer Service Skills

Positive customer experiences are extremely important for brand recognition since they
frequently result in word-of-mouth promotion. A significant portion of customers choose
a business based on its reputation for excellent customer service. Giving repeat customers
a great experience and hearing them gush about your business is one method to
demonstrate your proficiency in customer service.

IN-PERSON INTERNSHIP

Brief Description of Organization

 Duties And Responsibilities

Contribution of Student to the Organization

4.0 LESSONS LEARNT FROM ISW/ FIELD INTERNSHIP

4.1 Lessons From Internship Simulation Workshop

 To comprehend how effective customer care techniques encourage

organization growth.
 To successfully plan and prioritize.
 To properly manage my job and personal time while being on schedule.

4.2 Lessons From Field Internship

5.0 CHALLENGES ENCOUNTERED FROM ISW/IN-PERSON INTERNSHIP

Undoubtedly, the internship stimulation workshop was a creative strategy used by the institution
to keep students interested throughout the break. Despite its advantages, there were numerous
difficulties, including:

 Throughout the program, there was either minimal or no oversight. This makes it a bit
harder for students and lecturers to engage properly. Both asking questions and providing
proper assistance were impossible.

 Except when I could relate them to events that happened in my house with my brothers
and parents, I could not practically experience them.
6.0 CONCLUSION

Despite some difficulties, I feel the overall goal of giving me some extremely useful abilities that
would be useful in the workplace has been accomplished. Although I do not yet have a job, the
skills I have learned have helped me in my interactions with friends, family, and coworkers at
school.

7.0 RECOMMENDAION

Without a doubt, The University of Professional Studies, Accra has demonstrated its proactive
approach to preventing unforeseen circumstances from disrupting the educational process.
However, I do have a couple suggestions for the management;

 If supervisors were appointed, the student body would benefit greatly from having easy
access to assistance in case it was required. This will facilitate greater idea grasp.

 I believe that groups of students could be created and scenarios could be offered to test
the students' newly gained abilities during the internship stimulating workshop. Even
though we might not be in a working setting, we will still be able to use what we learn on
the spot.

REFERENCES

Communication skills for Career Success. (n.d). https://indeed.com/career-advice/resumes-

coverletters/communication-skills Drury A. (2020). Customer service.
https://investopedia.com/terms/c/customer-service.asp

Motivational customer service quotes to grow your business.

(n.d).https://blog.nicejob.co/post/120-helpful-customer-service-quotes-from-the-pros

Partners, M. (2021, July 28). MBO Partners. Retrieved from

https://www.mbopartners.com

https://www.groovehq.com/blog/why-customer-service-is-
important