Learning Journals

Learning Journals are a way for students to synthesize the assigned course readings with critical observations and evaluation. It provides a way to reflect on the most meaningful ideas read that week with one’s own experiences and learning to date. A learning journal is both reflective in that it allows the reader to personally think through the material as well as integrative, in that it asks the reader to demonstrate an understanding of the material assigned, not just repeating back what the authors’ wrote.

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Each Learning Journals has specific readings assigned as well as a specific format designed to engage you, the learner, with creative forms of representing your ideas. Please review each week’s specific content and format carefully as you craft your Learning Journal.


The length of the journal varies from a minimum of 1 written page (single-spaced) up to 5 pages. There is a lot of flexibility to be creative in your journals as well. You can create graphics and include images, videos, music, creative fonts, textboxes, clip art, photos…whatever connects you and the ideas with the specific week’s themes.


While a title page is not necessary, in-text citations and a reference page are required in your journal entries. Please use APA 7th edition style for the citations and references. The integrative component of these activities requires you to reflect on specific content, so it is important to refer to specific quotes, page numbers, author’s etc. to demonstrate such connections.

Learning Journal #5

As we move into Jeff Toister’s work and apply the theories we have examined in this course to practical case studies in the real real world, you will be working diligently with your assigned team on your group project research and presentation. As you integrate the key principles of creating and evaluating an organization’s service culture, make sure you read Toister’s book in its entirety (it is not a difficult read) as it provides you with a great foundation to critically evaluate an organization’s stated values with their everyday practices. In this week’s learning journal, think about a service-oriented workplace or organizational experience you have personally had and reflect on that experience in light of the principles discussed by Toister. I also want you to consider how COVD-19 has affected your thinking about service/ service cultures or customer service.


CONTENT: Read the Following:


1. The Service Culture Handbook (2017) by Jeff Toister (the entire book).

2. Article: Coronavirus impact on service organizations. Weathering the storm. By Nicolas


Guzman, Mitesh Prema, Rohit Sood & David Wilkes (2020). McKinsey & Company. Retrieved from https://www.mckinsey.com/business-functions/operations/our- insights/coronavirus- impact-on-service-organizations-weathering-the-storm#


FORMAT: Write the following:


“Compare & Contrast & COVID-19”


This week’s learning journal invites you to think about an experience you have personally had in the service industry. Maybe it is a job you had a tea shop, or an experience returning an item to a store. Maybe it is connected to a family business, an airline experience of any number of hundreds of interactions you have had as they relate to service. Pick one incident/ event and reflect on it (either good or bad) in light of the ideas put forth by Jeff Toister. For example, would you go back to that business? Why or why not? Did the leader/ manager embody a service mindset?



I also invite you to answer this question, “What do you think some of the biggest challenges to a good service and healthy service cultures in organizations have been since the COVID-19 pandemic entered our world?” Suggestion: This would be a great journal entry to include images and photos to make a scrapbook to go along with your ideas. Be sure to include the citation of where you retrieved each image from.


Image from https://united- church.ca/news/covid-19-finding- tangible- ways-supporting-each-other


Learning Journal #6

Your final learning journal is full of possibilities. This journal entry invites you to consider the following three questions using any resources you choose and end with one curious question that you still have as you complete this course. Incorporate creative elements as you desire. Feel free to try something new. Express your ideas, thoughts and wisdom in your submission. Your curious question should be something you are genuinely curious about as it relates to any of the topics or ideas we explored throughout this course.


CONTENT: Read the Following:


1. As you answer these three questions posed, please use whatever course material connects to your ideas.


FORMAT: Write the following:


“3 Reflections & 1 Curious Question”


This week’s learning journal invites you to observe and reflect in your submission the following three questions:


1. My biggest challenge in this course was .

2. The thing I learned that was most meaningful to me was .

3. Something I will take-away from this course and use in my life (personally or professionally) is .

Curious question:

1. My curious question is .












Outstanding 5 points



Proficient 4 points




Average 3 points


Developing 2 points



Below Expectations 0-1 point



Critical Thinking & Depth of Reflection


Demonstrates an exceptionally conscious and thorough understanding of the writing prompt and subject matter.

Demonstrates a thoughtful understanding of the writing prompt and subject matter. Interesting and engaging. Demonstrates a basic understanding of the writing prompt and subject matter. Some interesting reflections.





Demonstrates a limited understanding if the writing prompt and subject matter.


Demonstrates little to no understanding of the subject matter. Not meeting university level expectations.



Use of Evidence & Examples


Uses specific and convincing examples from the texts to support claims. Insightful and applicable connections made.

Uses relevant examples form the texts studied to support claims and makes applicable connections between ideas.  

Uses examples from texts to support most claims and some connections made.





Uses incomplete or vaguely developed examples partially supporting claims with little to no connections made between texts.

No examples from the text used and claims are unsupported or irrelevant to the topic at hand. Not meeting university level expectations.
Uses sophisticated  

Uses language that is fluent and original.

Meaningful sentences presented in a logical way. Only occasional APA and grammar errors

Uses basic but Demonstrates limited language that is vague and imprecise. Limited control over grammar, sentence structure and flow of ideas. Frequent grammar, APA errors that make comprehension


Language and style that is very difficult to follow. Little to no awareness of sentence structure, multiple APA and grammar errors that make comprehension almost impossible.

Not meeting

university level expectations.

language that is appropriate
APA, Style & Grammar appropriate and meaningful, precise and

engaging. Flow of

language, with a basic sense of sentence structure

and logical flow of

ideas that is easy ideas. APA and
to follow. No grammar errors
noticeable APA noticeable but do
and grammar not hinder
errors. comprehension.


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