Advance Diploma of Leadership and Management - Personal Development Plan

This article discusses the personal development plan for Advance Diploma of Leadership and Management. It includes feedback from employers, employees, clients, colleagues, and trainers, measuring personal performance against competency standards, and a personal development plan with targeted skills, challenges faced, and target dates.

Running head: ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
Advance Diploma of Leadership and Management
Name of Student
Name of University
Author Note

1
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
Contents
Evidence of obtaining feedback from others...................................................................................2
Measure of personal performance against competency standards...................................................4
Personal development plan..............................................................................................................5
Action plan.....................................................................................................................................15
Bibliography..................................................................................................................................18

2
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
Evidence of obtaining feedback from others
Feedback of Employers
The employers said that I have worked in the past for 2 years in BPO. After that I have
left the job of BPO in search of starting my own business in IT industry. I would like to start my
own business as if I want to open my own BPO. After that due to some of the problems I will
improve myself and would love to join BPO in the near future. I have gained some positive and
negative feedbacks from the employers who are the seniors. I have the good analytical thinking
and have good technical knowledge. I have a shared vision and could be able to encourage others
by hard work and discipline what I bring it to my working standards. I have excellent
communication skills both written and verbal by which I can be able to tackle situations.
I do not have the proper decision making skill and good presence of mind for which I
could not be able to resolve the complex problems easily which is raised from the clients. I do
not have empathy to others and do not have the proper negotiation skills.
Feedback of Employees
The employees given the feedback have some of the positive as well the negative points
on me. The employees felt that I do not have the proper leadership quality in me to be able to
lead others. I do not have proper behavior of working with other employees. The other employee
tell that I do not have that courage in making effective decisions and stands on authority of the
decisions made my myself. I have the excellent communication skills by which I can be able to
understand the other employees with whom I am working with. I have good convincing skills
and the right technical knowledge of how to manage and gain the self confidence of other

3
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
employees in ding work in a proper way as well. I do not have self assessment and trust the other
employees quickly which might hamper my position as team leader I have the ambition to be
able to work in a reputed BPO.
Feedback of Clients
The feedback from the client is also positive as well as negative. The client told that I
have the good speaking power by which they will be impressed. The client told that I need to
have proper convincing skills and have good reasoning and analytical thinking of managing any
situation raised in my life in future. I will not be able to resolve the problems of the client so I
need to improve on my problem solving skills. I could not be able to manage the decision
making thus, the decision making skills need to be improved from my side. I also need to be
improving on the self assessment skills and want to become much more innovative and intuitive
in nature for providing satisfaction to the clients.
Feedback of Colleagues
The colleagues also given the feedback and some of them are positive and some are
negative. I need to be improving my behavioral skills as I am rude in nature and I want to
develop my behavioral sills in order to work together. I am a self centered person and need to
think more for the attainment of the future goals of the organization where I will be employed in
future. I need to improve my team effectiveness which indicates that I should be a team worker
and need to work effectively as a team. I need to improve my team working ability in order to
manage the complex issues and ability to resolve the issues in a proper way. I am a good
follower but I am not so much acquainted with the observing skills. I am not a good learner as

4
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
well and need to improve on my learning skills further in the future to have deep technical
knowledge. I need to improve on my active listening skills which I lacked a bit as well.
Feedback of Trainer
The trainer has also given some positive and negative feedbacks on me. The trainer found
that I am very much committed and disciplined on the training program I have been participated
for improving on my skills of joining as an employee in BPO. I have paid good attention to the
training modules related with the BPO. I have got appreciated with the products and services
which I have to offer when I will join as an employee in BPO in future. I will help me to know
further about the products and services the different BPO will cover and this will gain technical
expertise for me.
The trainer has also found that while on training, I could not be able to gel up with the
other trainees who have also been taking participation in the training program. The trainer told
that there ill behaving to be taken place with the trainer by me. I found that I could not be able to
develop proper relationship with the clients in the future due to my unhealthy behavior. I also
found that I have not been able to complete my training within the specified time and I have
lacked some training classes. I need to improve on my time management skills as well. I also
want to improve on my decision making skills which I have lacked in as this skill will help to
resolve the complex issues and take effective decisions in the future as well.
Measure of personal performance against competency standards
From the overall feedback from the different perspectives of the employers, clients,
colleagues, employers and employees, it is evident that for maintaining the competency
standards I need to compete currently and in future. The personal performance is measured from

5
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
the feedbacks given by these people mentioned above. I need to carry out the skills audit where
the skills are reflected in order to start a professional career as the employee in BPO in the near
future as well. There is the development of the personal development plan in order to measure
the competency and identify the weakness and strengths of any individual who should be starting
the career in the future as employee of BPO. The individual should be able to compete by having
improved decision making as well the time management skills. I need to be competing by
improving on my behavioral sills and I also want to be much more disciplined and well
organized in my future. It is also measured with the help of the action plan developed where the
objectives or the personal goals were identified and how they should be improved has been
illustrated. The analysis of the resources and the timeline are to be presented which indicates that
in how much time the student or the individual will be able to fulfill their career goal of working
as an employee in BPO in the near future. I will be able to convince the clients and have the
ability to communicate and make them understand clearly of the products and services which I
will be pitching it in front of the customers in the near future after joining BPO.
Personal development plan
Skills needed Why is the
skill
important?
What were
the challenges
faced?
Measuring
the
attainment
of goal
Targeted
date of
achieving
Actual date
of
achieving
Communication
skills
I think this
skill to be
While
developing my
I considered
my friends
5 November
2018
30
November

6
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
important
because it will
help me in my
future career of
BPO. I will
need to be
fluent in
communicating
with the
clients, which
is an important
criterion in the
BPO sector. A
good
communication
power will
help me to
interact
effectively and
solve the
clients’
problems.
communicatio
n skills I came
across few
challenges,
which need to
be overcome. I
found myself
stammering in
English while
interacting
with my
friends, as I am
a native of
Australia. I
also found out
that my
vocabulary is
low as I
fumbled for
the right words
while
speaking.
who were
good English
speakers as
my mentor.
They took the
responsibility
of correcting
my English
whenever I
made any
mistake.
2018
Negotiation I will develop I found out I tried to 10 15 October

7
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
skills my negotiation
skills in order
to make a
successful
career in the
BPO sector. It
will help me in
implementing
important
approaches
such as
principles,
practice,
feedback and
reflection. By
developing my
negotiation
skills I will be
able to deal
with the clients
properly that
will benefit my
organization. I
three
challenges
while
developing my
negotiation
skills. My
mistake was
that I had
considered it
as a battle and
not a positive
approach in
solving clients’
problems. I
lacked the
potential to ask
several
questions and
focused only
on the
irrelevant
factors.
measure my
development
of negotiation
skills by
practicing the
activity in the
organization
where I as
interning.
The success
of my
negotiation
was depended
on the
reaction of
the clients.
September
2018
2018

8
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
have planned
to implement
the activities of
practice,
recommending
solutions and
playing the
role as a part of
my negotiation
skills.
Time
management
skills
Time
management is
an important
part of working
in the BPO
sector
therefore I
need to
manage it
according to
client
convenience.
Effective time
There were
certain
constraints,
which I have
faced in
managing my
time. I found
out that the
difference in
time in
different parts
of the world
became an
My
supervisors
posed as the
parameters of
my
development
of time
management
skills. They
helped me in
creating a
schedule by
categorizing
10 August
2018
8 August
2018

9
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
management
will help me
increase my
productivity
without any
wastage of
time. It will
help me in
meeting work
deadlines and
keep me ahead
of those
employees
who lack time
management
skills.
obstacle in
developing my
skills. I was
not much
aware of the
time difference
of the clients’
country.
various
works.
Problem
solving skills
It is the most
important skill
to be
developed by
an aspiring
BPO
employee. I
The most
significant
barrier I found
out while
developing my
problem-
solving skills
My trainer at
the
organization
where I was
interning
helped me in
thinking
15
November
2018
15
December
2018

10
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
found out from
my internship
experience that
the clients
mostly
approach the
BPO sector for
solving their
critical
problems.
Therefore, it is
of utmost
importance to
develop the
problem
solving skills
of the clients
by thinking
rationally.
was that I used
my heart more
than my brain.
I was of an
emotional
nature and
looked at the
problems from
a different
angle.
logically by
advising and
suggesting
ways of
improvement.
Resource
management
skills
I required
developing my
skills as it is
important to
There was no
such barrier in
developing my
resource
My workshop
trainer gave
me practical
activities
10th October
2018
31 October
2018

11
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
manage
resources as
per the
availability. As
outsourcing is
an important
criterion of the
BPO, therefore
resources
needed to be
managed
properly to
avoid shortage
and misuse.
management
skills as I went
through a 7-
day workshop
to learn
everything
from the
beginning.
which served
as the
parameter of
my success in
adopting the
required
skills
Monitoring
skills
Monitoring is
an important
factor as every
activity in the
organization
needs a follow-
up or else there
might be
stagnancy in
The problem
that I faced
while
developing my
skill was that I
could not
prioritize the
tasks
accordingly. I
My college
professors set
up a routine
for me, which
was helpful
in dividing
the tasks
according to
priority.
15August
2018
15August
2018

12
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
progress. I kept
it as an
important skill
development in
my to-do list
because I feel
that measuring
the progress of
the work is
equally
important in
doing the work
on time.
tried to
monitor every
activity
together,
which led to
confusion and
haphazardness.
Deadlines
were given
importance
along with
the nature of
the clients
while
categorizing
the tasks.
Planning skills Planning forms
an integral part
of any working
environment
because
without a
proper plan no
work can be
completed
effectively. As
I did not face
much difficulty
in developing
this skill as I
was used to
this kind o
working in my
previous
organization.
Self-
realization
helped me in
assessing that
I have
achieved the
planning
skills
properly.
6 June 2018 31 May
2018

13
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
an intern of a
BPO, I
understood that
I needed to
plan my daily
work
accordingly as
it helps in
managing the
work in a
synchronized
manner. I have
learnt from my
internship
experience that
prior planning
helps in
operating the
task in an
efficient
manner and
there is no risk
of

14
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
wrongdoings.
Evaluating
skills
Evaluation is
an important
part of working
in the BPO
sector, as the
clients need to
be assessed to
look for their
satisfaction.
The ultimate
goal of an
organization is
the attainment
of client
satisfaction
and that can be
measured only
by developing
evaluation
skills.
As I was not
aware of the
evaluation
techniques and
methods,
therefore it
became a
barrier in my
developing the
skill.
I took help
from the
professor
who helped
me in
learning
about the
evaluation
tools and
applying
them in
practical life
1 October
2018
18 October
2018

15
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
Action plan
Identified goals Future career
options
Strategies used Required
resources
Time frame
To be a good
communicator
and interact
fluently with the
clients
Customer service
executive
Practicing fluent
speaking
Get accustomed
to the jargons
Speak positively
and in a calm
tone
Audio visual
equipments
6 months
To be an
effective
negotiator and
deal with the
problems of the
clients
effectively
Customer service
executive
Gather
knowledge from
the negotiation
lessons of the
internship period
Think positively
without fighting
Come to a
mutual
understanding
according to the
convenience of
No such
resources were
required
6 months

16
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
both sides
To think
rationally about
the problem of
the clients and
find a probable
solution
Customer service
executive
Think logically
Not get involved
emotionally
Think from a
different
perspective
Listen properly
to the client
Placed myself in
similar kinds of
situation
Case studies and
previous
instances were
reviewed
5 months
To provide
assistance on
technical matters
Technical
support officials
Get acquainted
with the
problems
initially
Verify from the
clients about the
solutions that he
wants
Apologize if I
am unable to
provide solution
Technical
equipments
Software
Hardware
Mobile devices
Computer
applications
3 months

17
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
to the same
problem
If I am able to do
the work then
ask for the
specific time by
which I will
complete it
To deal with
problems of
resource
management
Human resource
manager
Proper selection
and recruitment
procedure
Theoretical and
practical test
6 months
To be a leader
and motivate
employees
Trainer Training and
development
Practical
assessment
Hands- on
experience
6 months

18
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
Bibliography
Agrawal, N.M., Rao, M.R. and Venkatesh, S., 2016. Labour Market and Recruitment: Education
and Employability–Learning from the Indian IT/ITES Industry. In India: Preparation for the
World of Work (pp. 311-329). Springer VS, Wiesbaden.
Beerepoot, N. and Lambregts, B., 2015. Competition in online job marketplaces: towards a
global labour market for outsourcing services?. Global Networks, 15(2), pp.236-255.
Borman, M., 2017. Applying multiple perspectives to the BPO decision: a case study of call
centres in Australia. In Outsourcing and Offshoring Business Services (pp. 413-454). Palgrave
Macmillan, Cham.
Lehdonvirta, V., Hjorth, I., Graham, M. and Barnard, H., 2015, August. Online labour markets
and the persistence of personal networks: evidence from workers in Southeast Asia. In American
Sociological Association Annual Meeting.
Millington, A.K., 2017. How changes in technology and automation will affect the labour market
in Africa.
Price, N.A. and Caboverde, C.E.C., 2017. Technical-Vocational Education and Training for
Business Process Management: Challenges and Potential.
Willcocks, L.P., Lacity, M.C. and Craig, A., 2015. South Africa BPO: Performance and
Prospects 2011–18. In South Africa’s BPO Service Advantage (pp. 39-64). Palgrave Macmillan,
London.

19
ADVANCE DIPLOMA OF LEADERSHIP AND MANAGEMENT
Willcocks, L.P., Lacity, M.C. and Craig, A., 2015. The Global BPO Market: South Africa in
Context. In South Africa’s BPO Service Advantage (pp. 1-13). Palgrave Macmillan, London.
Willcocks, L.P., Lacity, M.C. and Craig, A., 2016. South Africa’s BPO service advantage:
Becoming strategic in the global marketplace. Springer.
McGrath, M., 2014. Personal development plan. Leading the Way, 11(1), p.21.
Beausaert, S., Segers, M., Fouarge, D. and Gijselaers, W., 2013. Effect of using a personal
development plan on learning and development. Journal of Workplace Learning, 25(3), pp.145-
158.
Zepeda, S.J., 2013. Professional development: What works. Routledge.
Pedler, M., Burgoyne, J. and Boydell, T., 2013. A Manager's Guide to Self-development.
McGraw-Hill Education (UK).