NAME: WUDDAH EMMANUEL
INDEX NUMBER: 10289298
PROGRAMME: BACHELOR OF SCIENCE MARKETING
SESSION: REGULAR
LEVEL: 400
INTERNSHIP PERIOD: JUNE – AUGUST 2024.
SUBMISSION DATE: 20TH SEPTEMBER, 2024.
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INTERNSHIP REPORT ON FIELD AND SIMULATION WORKSHOP
WRITTEN BY
WUDDAH EMMANUEL
10289298
PRESENTED TO
THE DEPARTMENT OF MARKETING, OF THE FACULTY OF
MANAGEMENT STUDIES IN PARTIAL FULFILMENT OF THE
REQUIREMENT FOR THE AWARD OF A BACHELOR OF
SCIENCE MARKETING.
SEPTEMBER, 2024.
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ACKNOWLEDGEMENT
I would first like to show my deepest thanks to God for His guidance and strength throughout my
internship at Ecobank. I am also very thankful to the University of Professional Studies, Accra
(UPSA), for giving me the chance to gain this valuable hands-on experience and for supporting
me during my studies.
I am really grateful to Ecobank for letting me intern in the Customer Service Department. A
special thanks to my supervisor, Mr. Eric Appiah Kubi, whose advice and help made my
experience much better. I also want to thank the whole Customer Service team for their kindness
and for sharing their knowledge with me.
Finally, I’m very thankful to my family, friends, and mentors for their encouragement and
support throughout this journey
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Contents
ACKNOWLEDGEMENT ......................................................................................... 3
1.0 INTRODUCTION .......................................................................................... 6
1.1 OBJECTIVE OF ISW AND IN-PERSON INTERNSHIP .................................. 6
2.0 INTERNSHIP SIMULATION WORKSHOP (ISW) .......................................... 8
2.1 SOFT SKILLS AND THEIR RELEVANCE ...................................................... 8
REFLECTION OF SOFT SKILLS ......................................................................9
2.3 DEMONSTRATION OF SOFT SKILLS / ENHANCEMENT OF READINESS.
.................................................................................................................................. 10
3.0 IN-PERSON/FIELD INTERNSHIP .................................................................. 13
3.1BRIEF PROFILE OF ORGANIZATION ........................................................... 13
3.2 Duties and Responsibilities of the Intern ........................................................... 14
3.3 Contribution to Organization .......................................................................... 15
4.0 LESSONS LEARNT ......................................................................................... 16
4.1 Lessons Learnt from ISW. ................................................................................. 16
4.2 Lessons Learnt in-person ................................................................................... 16
5.0 CHALLENGES ................................................................................................. 17
Challenges Faced During the Field Internship ......................................................... 17
6.0 CONCLUSION .................................................................................................. 18
7.0 RECOMMENDATIONS ...................................................................................20
8.0 REFERENCES ................................................................................................... 23
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EXECUTIVE SUMMARY
This report offers an overview of both the Internship Simulation Workshop (ISW)
and the in-person field internship experience, covering the objectives, skills
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gained, contributions, challenges, and lessons learned. It begins by outlining the
goals of the ISW and the in-person internship, highlighting their importance in
fostering professional growth.
Next, the report discusses the ISW, emphasizing the significance of soft skills
such as communication, emotional intelligence, and time management, and how
these were utilized in different scenarios.
The report then focuses on the in-person internship at the Parliament of Ghana,
providing a brief profile of the organization and detailing the intern's
responsibilities within the Protocol Department, including coordinating travel and
engaging with stakeholders. It highlights the intern's contributions, such as
improving travel processes and enhancing communication systems.
Subsequent sections cover the lessons learned from both experiences and detail
the challenges encountered, including heavy workloads and last-minute changes.
The report concludes by offering recommendations for future internships, such as
incorporating digital tools and strengthening communication protocols to enhance
efficiency and preparedness.
1.0 INTRODUCTION
1.1 OBJECTIVE OF ISW AND IN-PERSON INTERNSHIP
Internships play a crucial role in the academic curriculum at the University of
Professional Studies, Accra (UPSA), serving as a mandatory component for the
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attainment of a degree or diploma. Typically undertaken at the end of the second
semester of Level 300, these internships are designed to provide students with
practical, real-world experience in their chosen fields. The primary objectives of
these internships are to bridge the gap between academic learning and
professional practice, allowing students to gain firsthand experience of the
dynamic nature of corporate settings. This practical exposure helps students
develop crucial professional skills, understand workplace culture, and establish
valuable industry connections.
To complement traditional internships, UPSA has introduced the Internship
Simulation Workshop (ISW), an innovative program aimed at preparing students
for the complexities of modern workplaces. The overall objectives of the ISW are
as follows:
a) Familiarize Interns with the Realities of Their Respective Fields
b) Equip Students with Effective Time Management Tools and Techniques
c) Provide Essential Soft Skills for Delivering Exceptional Customer Experience
d) Analyze Workplace Dynamics
e) Enhance Students' Presentation Skills
f) Understand the Connection Between Emotional Intelligence and Personal Success
g) Discuss Different Leadership Styles and Skills
By integrating these objectives into its curriculum, UPSA ensures that students are
not only academically proficient but also equipped with the practical skills and
soft skills necessary to excel in their future careers. This comprehensive approach
helps students transition smoothly from academic life to the professional world,
making them well-prepared for the challenges and opportunities they will
encounter in their careers.
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The Internship Simulation Workshop (ISW) is a forward-thinking program
designed to give students a simulated environment where they can develop and
refine essential workplace skills.
2.0 INTERNSHIP SIMULATION WORKSHOP (ISW)
2.1 SOFT SKILLS AND THEIR RELEVANCE
Soft skills are a collection of interpersonal and personal qualities that enable
individuals to interact effectively and harmoniously with others. Unlike hard
skills, which are specific to a task or job role, soft skills encompass a variety of
competencies, including:
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Communication: The ability to express thoughts and ideas clearly and
effectively.
Teamwork: The capacity to collaborate and work well with others toward a shared
goal.
Problem-Solving: The ability to identify issues and develop solutions in different
situations.
Adaptability: The readiness to adjust to new conditions and challenges.
Emotional Intelligence: The capability to recognize, understand, and manage
one’s own emotions, while empathizing with others.
Time Management: The skill of organizing and prioritizing tasks to meet
deadlines efficiently.
2.2 REFLECTION OF SOFT SKILLS
As I approach the completion of my program with a focus on becoming a Human
Resource Manager, the Internship Simulation Workshops have been pivotal in
shaping my approach to both academic and professional challenges. The
experiences and lessons learned across various skills; customer service, emotional
intelligence, time management, leadership, communication, and presentation have
significantly influenced my development.
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a) Customer Service
The emphasis on customer service during the workshops has reinforced the
importance of understanding and meeting the needs of others. In HR, this
translates to being responsive to employee concerns and fostering a supportive
workplace culture. The ability to empathize and provide effective solutions has
become a core part of my approach, helping me navigate academic group projects
and
collaborative tasks more effectively.
b) Emotional Intelligence
Developing emotional intelligence has been a key takeaway from the workshops.
Recognizing my own emotions and those of others allows me to manage
interpersonal relationships judiciously and empathetically. This skill has enhanced
my ability to handle conflicts and challenges in both academic settings and
potential workplace scenarios, making me more adept at fostering a positive
environment.
c) Time Management
Time management was another critical area of focus. The workshops taught me
valuable techniques for prioritizing tasks and setting realistic deadlines. This skill
has directly impacted my academic performance, enabling me to balance
coursework, group projects, and personal commitments. Efficient time
management is essential for HR professionals, as it allows for the effective
handling of multiple responsibilities, from recruitment to employee development.
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d) Presentation Skills
Finally, enhancing my presentation skills has been invaluable. The ability to
convey information compellingly and confidently is essential in HR, whether
during training sessions, meetings, or recruitment presentations. The workshops
taught me how to engage an audience and communicate key messages effectively,
which will serve me well in my future career.
2.3 DEMONSTRATION OF SOFT SKILLS / ENHANCEMENT OF READINESS.
The skills acquired from the Internship Simulation Workshops have significantly
enhanced my readiness for the job market and contributed to my personal growth.
Each skill, from customer service to presentation abilities, has practical
applications that will enable me to excel in various professional settings. Below are
specific examples of how the intern intends to apply these skills in academic
projects, internships, and other relevant experiences:
a) Customer Service
The emphasis on customer service has deepened my understanding of how to
effectively manage relationships and ensure satisfaction, which is crucial in any
human resources role. For example, in future internships, I plan to use these skills
to create positive interactions with both colleagues and clients, particularly during
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onboarding processes or employee feedback sessions. I will also apply these skills
in academic group projects by proactively addressing group members' concerns and
maintaining an inclusive and collaborative environment, ultimately driving the
project toward successful completion.
b) Emotional Intelligence
The development of emotional intelligence has significantly prepared me to
navigate complex interpersonal dynamics in both academic and professional
environments. In my next internship, I will apply this skill by recognizing and
managing not only my own emotions but also those of my team members. For
example, if a conflict arises in the workplace or a project group, I will use empathy
and active listening to understand different perspectives and mediate effectively,
fostering a harmonious working environment.
c) Time Management
Improved time management skills will allow me to handle multiple responsibilities
efficiently, a crucial trait in the job market. In academic settings, I plan to employ
time management techniques by creating detailed schedules for project deadlines,
ensuring that all tasks are completed on time without compromising quality. In
future internships, particularly in roles that involve juggling various HR
responsibilities such as recruitment, employee engagement, and policy
development, I will prioritize tasks and set realistic deadlines to maintain
productivity and meet organizational objectives.
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d) Presentation Skills
Strengthened presentation skills have prepared me to deliver information
confidently and engagingly, which is vital for roles in HR that involve training
sessions, meetings, or recruitment presentations. In upcoming academic
presentations, I will use techniques learned during the workshops to maintain
audience engagement, convey key messages effectively, and use visual aids to
enhance understanding. In a professional setting, such as an HR role, I will apply
these skills when conducting employee training or presenting new HR policies to
management. For instance, I am now better equipped to structure my presentations
to be more impactful, using storytelling techniques and clear visuals to support my
points.
3.0 IN-PERSON/FIELD INTERNSHIP
3.1BRIEF PROFILE OF ORGANIZATION
Ecobank Ghana is a leading financial institution and a subsidiary of the Ecobank
Group, a pan-African banking conglomerate with a presence in over 30 African
countries. Established in 1990, Ecobank Ghana has grown to become one of the
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country’s top-tier banks, offering a wide range of financial products and services
to individuals, businesses, and government institutions.
The bank provides comprehensive banking solutions including personal banking,
corporate banking, SME banking, and investment services. With a strong focus on
digital innovation, Ecobank Ghana has introduced various digital platforms such
as mobile banking, internet banking, and the Ecobank Mobile App, making
financial transactions more accessible to its diverse clientele.
communities across the nation. With a solid reputation for reliability, innovation,
and social responsibility, Ecobank Ghana continues to play a significant role in
Ghana’s financial landscape.
MISSION STATEMENT
To provide world-class banking services that contribute to the economic
development and financial integration of Africa.
VISION STATEMENT
to be the leading pan-African bank, providing world-class financial services and
contributing to the economic transformation of Africa.
CORE VALUES
Patriotism, Integrity, Accountability, Openness, Responsiveness, Professionalism,
Teamwork and Representative.
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3.2 Duties and Responsibilities of the Intern
I performed many duties in Administrative roles. My duties as an intern on the
field were as follows:
The intern assisted with daily branch activities such as cash handling, transaction
processing, and teller operations.
The intern assisted with data entry and maintaining accurate records in the bank’s
systems.
The intern assisted with promoting and educating customers on digital banking
services like mobile apps and internet banking.
The intern assisted with promoting and educating customers on digital banking
services like mobile apps and internet banking.
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Contribution to Organization
One vital characteristic of the industrial training experience is the worth and
transformation that an intern brings to the organization. In essence, the significant
contributions made by the intern can be summarized as follows:
1. Improving Customer Service
• Assisting in resolving customer inquiries and issues promptly, contributing to better
customer satisfaction and experience.
2. Administrative Efficiency
• Streamlining administrative tasks such as data entry, document management, and
report generation, improving overall operational efficiency.
3. Supporting Branch Operations
• Assisting in daily branch activities, including cash handling and transaction
processing, to help reduce customer wait times and improve service delivery.
4. Digital Banking Promotion
• Actively promoting digital banking tools like the Ecobank mobile app and internet
banking among customers, contributing to the bank’s digital transformation goals.
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4.0 LESSONS LEARNT
The intern had the opportunity to learn various valuable lessons through the field and online
internship simulation training that would enhance both his personal and professional life.
4.1 Lessons Learnt from ISW.
i. The intern learnt how to manage time effectively, balancing multiple tasks and
deadlines during the simulation, which is crucial for handling real-world human
resource projects.
ii. The intern understood the importance of delivering exceptional customer service,
even in a managerial role, where attention to client needs and effective
communication can significantly impact client satisfaction and business success.
iii. The intern developed leadership skills and the ability to work collaboratively in
teams, understanding that successful project outcomes often depend on the ability to
lead and cooperate with others, even in virtual or simulated environments.
4.2 Lessons Learnt in-person
Throughout my in-person internship experience, I gained profound insights into
various aspects of the corporate world.
i. The intern gained insights into the various functions of a banking institution,
including customer service, compliance, risk management, and digital banking.
ii. The intern learned how critical customer satisfaction is to the success of a bank, and
the role effective communication plays in building strong customer relationships.
iii. The intern recognized the significance of working collaboratively with colleagues to
achieve common goals and the value of diverse perspectives in problem-solving.
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5.0 CHALLENGES
The following are the challenges the intern faced in both the Internship Simulation
Workshop and the Field Internship:
Challenges Faced During the Field Internship
1. High Workload
• Managing a substantial volume of tasks, especially during peak periods, which can be
overwhelming and stressful.
2. Learning Curve
• Adapting to the fast-paced banking environment and quickly understanding complex
banking processes, systems, and regulations.
3. Limited Experience
• Feeling inexperienced in comparison to full-time staff, which may lead to a lack of
confidence when making decisions or contributing to discussions.
4. Navigating Corporate Culture
• Adjusting to the corporate culture and dynamics of the workplace, which can be
different from academic environments.
5. Communication Barriers
• Facing challenges in effectively communicating with clients or colleagues,
particularly in high-pressure situations or when dealing with complex
issues.
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Challenges Faced During the Internship Simulation Workshop (ISW)
i. Participants encountered various technical issues which disrupted the smooth
delivery of the workshop.
ii. The online format sometimes limited opportunities for real-time interaction and
networking. The lack of face-to-face engagement made it difficult to facilitate
spontaneous discussions, group activities, and immediate feedback, which are often
crucial for effective learning and collaboration.
iii.
iv. 6.0 CONCLUSION
v. The internship experience at the Parliament of Ghana, combined with the Internship
Simulation Workshop (ISW), has been both enlightening and transformative. the
integration of internships and the Intensive Simulation Workshop (ISW) into the
curriculum at the University of Professional Studies, Accra (UPSA) represents a
strategic effort to enhance the practical and soft skills of students, preparing them for
the complexities of the professional world. Internships provide invaluable real-world
experience, bridging the gap between academic knowledge and professional practice,
and helping students develop essential skills, understand workplace dynamics, and
build professional networks. The ISW complements this by focusing on critical soft
skills and workplace competencies. It equips students with effective time management
techniques, customer service skills, advanced communication strategies, and
leadership insights, all of which are vital for career success. The workshop's emphasis
on emotional intelligence and presentation skills further prepares students to navigate
and thrive in diverse professional environments. vi. Together, these initiatives
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ensure that UPSA graduates are not only academically prepared but also possess the
practical skills and professional acumen required to excel in their careers. By fostering
a holistic approach to education that combines theoretical knowledge with practical
experience and soft skills training, UPSA significantly enhances its students' readiness
for the demands of the modern workforce.
6.0 CONCLUSION
vii. The internship experience at the Ecobank of Ghana, combined with the Internship
Simulation Workshop (ISW), has been both enlightening and transformative. the
integration of internships and the Intensive Simulation Workshop (ISW) into the
curriculum at the University of Professional Studies, Accra (UPSA) represents a
strategic effort to enhance the practical and soft skills of students, preparing them for
the complexities of the professional world. Internships provide invaluable real-world
experience, bridging the gap between academic knowledge and professional practice,
and helping students develop essential skills, understand workplace dynamics, and
build professional networks. The ISW complements this by focusing on critical
soft skills and workplace competencies. It equips students with effective time management
techniques, customer service skills, advanced communication strategies, and leadership
insights, all of which are vital for career success. The workshop's emphasis on emotional
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intelligence and presentation skills further prepares students to navigate and thrive in
diverse professional environments. viii. Together, these initiatives ensure that UPSA
graduates are not only academically prepared but also possess the practical skills and
professional acumen required to excel in their careers. By fostering a holistic approach to
education that combines theoretical knowledge with practical experience and soft skills
training, UPSA significantly enhances its students' readiness for the demands of the
modern workforce.
7.0 RECOMMENDATIONS
For the University:
1. The University should incorporate workshops on coping strategies and
decision-making under pressure to better prepare participants for high-stress
situations.
2. The University should schedule regular feedback sessions to review
performance and discuss areas for improvement. Create a continuous
improvement plan that incorporates feedback into actionable steps, ensuring that
lessons learned are applied to future tasks and scenarios.
For the Firm:
1. Structured Orientation Program
• Implement a comprehensive orientation program for interns that covers the bank’s
operations, culture, policies, and key processes to help them acclimate more quickly.
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2. Mentorship Opportunities
• Pair interns with experienced mentors who can provide guidance, support, and
feedback throughout the internship, helping them navigate challenges and develop
professionally.
3. Regular Check-ins
• Schedule regular check-in meetings between interns and their supervisors to discuss
progress, address concerns, and provide constructive feedback.
8.0 REFERENCES
Baruch, Y., & Rousseau, D. M. (2019). Integrating psychological contracts and careers research:
Unpacking multiple dimensions of the psychological contract and the post-modern career.
Journal of Management, 45(3), 790–819.
https://doi.org/10.1177/0149206318816178https://ecobank.com/gh/personal-banking/countries
University of Professional Studies, Accra. (2024). Internship Simulation
Workshop.
Retrieved from upsavirtual site:
https://join.upsavirtual.site/enrol/index.php?id=1347
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