Self-Assessment and Reflective Practices

This assignment involves a student conducting a self-assessment of their ability to handle angry customers. The student reflects on their past experiences and identifies the skills they need to improve, such as problem-solving and critical thinking. The report also discusses the importance of accommodating and collaborative approaches in handling customer complaints. The student recognizes that effective communication and listening skills are essential for maintaining a strong relationship with clients.

COMMUNITY
ENGAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
The nature and purpose of reflective practices...........................................................................1
Detailed reflection on personal experience with organization....................................................2
Reflection on the relationship between relevant theory and experience.....................................2
Key issues encountered during the role play activities...............................................................3
Learning during the term and analyzing way an individual can apply learning in the future.....4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Reflective practices can be referred to as action taken by an individual in order to learn
new things and gain more knowledge. An effective reflective practice supports an individual in
developing understanding about the way their attitude as well as performance affects personal or
professional growth (Wheelen, Hunger and Bamford, 2017). Community engagement is also
considered to be a service learning. The purpose of community engagement is to increase
learning and strengthen communities. In present study, Honey and Mumford model has been
used in order to demonstrate different learning styles. Report will include the description about
issues faced by an individual in role play activities as well.
MAIN BODY
The nature and purpose of reflective practices
I think that reflection involves paying attention to practical theories and values that
inform routine actions. I also perceive after developing the understanding about Driscoll (by
Borton that reflective practices is thoughtful process which is conducted by an individual in
order to find the internal strength and skills which can be utilised in order to improve
performance at workplace. (Jarzabkowski, Lê and Balogun, 2018). Reflective practices in
community engagement are crucial as these help an individual in identifying the skills as well as
competencies required for bringing change in community. I considered reflective practices to be
as semi structured approach which directs learning as well as self regulation procedure. I have
also analysed that few people think that reflective practices as a learning procedure taught to
professionals from a variety of disciplines, with the aim of enhancing abilities to communicate
and making informed and balanced decisions.
I think that purpose of reflective is to improve practices. I perceive that it is an approach
to learning through experience. Reflective practices promotes continuous learning behaviour. It
enables an individual to develop critical thinking. I have experienced that an effective reflective
practices enables the practitioner to see or analyse the situation from the perspective of other
person which is very much important in service industry. Analysing the situation from other
perceptive is very much crucial in service industry in order to maintain strong relationship with
customers. I have also realised that purpose of reflection is to achieve a change in practice, rather
than simply repeating the same mistakes I perceive that reflection plays crucial role in bridging
the gap between theoretical conceptualisation as well as practical experience.
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According to Honey and Mumford model, there are mainly four learning styles. These are:
Activist: I have come to know that people with activist learning style gain knowledge or learn
things by performing activities. I have also adopted activist learning style. One of the reasons for
selecting the activist learning style is that it is best suited to my personality. Practices in which I
participate in order to increase my knowledge as well as activities are problem solving,
brainstorming, role play, group discussion and competition. While, I have been working in
organisation I want to get assigned with the duty of handling complaints of customers. I perceive
that this responsibility has been assigned to me considering my effective communication,
listening as well as management skills (Rasheed and Wahid, 2019). I perceive that effective
listening, communication skills and knowledge about management is very much crucial in order
to handle as well as manage customer complaints.
Theorist: I have analysed that an individual with this learning style have focus on understanding
the philosophies or theories behind the actions. Theorist prefer to learn by analysing the models,
stories, etc.
Pragmatist: People with pragmatist learning style finds opportunities to apply their knowledge,
skills or learning in real life situation. I have analysed that an individual with Pragmatist:
learning style have high potential to develop new ideas which can be applied for solving specific
problem (Labib, Canós and Penadés, 2017). My colleague has supported me in identifying the
new techniques which has helped an enterprise in reducing the customer complaints. When I
asked my colleague that from where they have got such brilliant ideas, they replied by analysing
the case studies and other source of getting innovative ideas is group discussion.
Reflector: I have seen that an individual with reflector learning style prefer to analyse the
discussion conducted by other which assist them in reaching to the conclusion. People with
reflector learning style enjoy observing other people in action.
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I perceive that in order to enhance own learning, it is very much important for an
individual to develop the understanding about the different learning style. I also think that role
play can be considered to be as effective learning technique, as it helps an individual in
identifying the skills, knowledge and experience required for performing specific tasks. In
addition to this, during my course, I have realised that role plays helps an individual in gaining
the practical experience which is very much crucial in order complete specific activity in
systematic manner (Bontchev, Vassileva and Petrov, 2018).
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Illustration 1: Honey mufford learning styles
(Source:HONEY AND MUMFORD LEARNING STYLES, 2017)

Detailed reflection on personal experience with organisation
I have been appointed as a sales manager in Tesco. Being at this position, my duty is to
provide response to customer queries and handle their complaints. While working as sales
manager in Tesco, I have faced one critical as well as complex situations. One day, I got a call
from customer who was very much angry as he bought the product from an organisation and
now, client is not satisfied with that item. Customer was threatening to take their story to a
consumer watchdog and to the trading standards ombudsman. After analysing the situation I had
set the objective to resolve the issues as soon as possible, as I knew that this issue can have
negative effect on the financial performance of company.
I was aware about the fact that poor customer satisfaction can have adverse effect on
reputation of firm. I have awareness that due to such issue business entity might have to face
damage or long term consequences. After that, I planned to call the customer and I decided to
speak politely with customers. I called the customer and firstly, I apologize him for the
inconvenience as well as asked customer about the issues related to the product. I called
customer to shop and asked him to bring the product with them so that it could be checked. I
perceive that it is the best tactics in order to provide the satisfaction to dissatisfied client.
Considering the situation and reputation of company I decided to facilitate negotiation with
client, as I think that negotiation the best way to deal with the issue.
I had utilised my effective listening as well as communication skills for handling the
customer complaint. I had successfully dealt with the issue which the support of my supervisor.
As my supervisor has provided me with the continuous guidance as well as feedback during the
procedure. By utilising by problem skills I had successfully resolved the issue faced by customer.
Overall my experience working with Tesco was good. Among the different approaches I have
utilised the collaborative as approach for handling complete situation.
Reflection on the relationship between relevant theory and experience
The facts which I have analysed by developing the understanding about the model of
experimental learning is that learning is an essential procedure which can be helpful in resolving
conflicts between two parties (Copley, 2018). I have gained knowledge about the different
learning styles. By developing the understanding about honey Mufford learning model I have
gained knowledge about the people belonging to different personality learn. I have observed that
few people learn by observing things and few gain knowledge by participating in various
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activities. By analysing the model of experimental learning, I perceive that management in Tesco
is required to provide training to employees as this tactic will assist them in identifying the skills,
experience and knowledge required by them in order to handle customer queries and experiments
(Melkman, 2018). In addition to this, I also perceive that manager in Tesco should promote
reflective practices as this will enable workers to identify the skills which are required to be
developed in order to improve their practices at workplace.
Key issues encountered during the role play activities
The major issues which I faced during role play is dealing with other people in social
situation. After conducting the reflective practice I found that I feel hesitated while speaking in
Public which I perceive that can create major barriers in my personal as well as professional
development. I have realised that due to lack of interest and skills, I have faced difficulty in
entering into role of shop keeper. I have also analysed that cultural differences is the biggest
issues which restricts an individual from participating in role play activity. In addition to this, I
have also analysed that language is the other barrier which create barriers in expressing the views
as well as feeling during the role play activity. Lack of confidence is the root cause of issues
faced by me during the role play.
Role play is considered to be as an appropriate technique which supports an individual in
identifying their psychological problems (Roggeveen and Beitelspacher, 2018). I have planned to
increase my participation in role play activities as this will help in dealing with the issue of
managing social situation. I have planned to develop the understanding about learning styles as
this will help me in identifying the best technique to increase my knowledge and enhance skills.
Learning during the term and analysing way an individual can apply learning in the future
I have learned that an effective customer relationship management is very much
important for smooth functioning of business. I gained knowledge about the skills as well as
knowledge required by an individual in order to handle the customers complain regarding the
products or services offered by company. I have also realised that it is very much crucial for
business entity to concentrate on identifying the needs and demand of customers, as this strategy
will help them in increasing sales and profitability. I have developed the understanding about the
concept as well as techniques of customer relationship management which I can apply in order to
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handle complaints of customers. I have also realised that problem solving and negotiation skills
are very much important in order to reach the conclusion or mutual agreement.
I have learned that it is very much important for any individual to have such body
language which demonstrate the concerns about the issues faced by client, as this strategy is very
helpful in order to provide satisfaction to customer and retaining long term relationship with
them (Bull and Janda, 2018). I have also realised that fear can have direct as well as significant
effect on individual performance within an enterprise. I have also learned that development of
feedback system can assist Tesco in developing a strong relationship with customers. It will also
help Tesco in gaining the customer loyalty. By gaining feedback from clients, Tesco can analyse
the expectation of customers. I can also seek feedback from my supervisor, colleague or leaders
related to my performance, as I perceive that this tactic will assist me in identifying the area of
improvement.
I have also realised that problem solving is very much important in order to become an
effective sales manager and also to solving the problem faced by customers. I have gained
knowledge about different approaches which can be applied in the future in order to deal with
angry customers. I have realised that accommodating is the best approach which can be utilised
in order to deal with angry customers. After conducting the self-assessment and gaining feedback
from my supervisor, I need to enhance my problem solving skills and develop critical thinking. I
will develop critical thinking as it will help me in identifying the innovative ideas which can be
implemented in order to resolve specific problems. After executing the self-assessment, I realised
that I felt insecure while discussing this issue with my supervisor. He advised me to handle these
feelings by adopting a defensive posture while dealing with client.
CONCLUSION
It has been concluded from the report that reflective practices are very much useful as
well as helpful in context of identifying the skill gap. Study has also concluded that
accommodating and collaborative are the two best approaches which can be utilised for handling
the complaints of angry customers. It has also been articulated from the assignment that effective
communication and listening skills are play a significant role in order to handling customers and
maintaining a strong relationship with clients.
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REFERENCES
Books and Journals
Bontchev, B., Vassileva, D. and Petrov, M., 2018. Playing styles based on experiential learning
theory. Computers in Human Behavior. 85. pp.319-328.
Bull, R. and Janda, K.B., 2018. Beyond feedback: introducing the ‘engagement gap’in
organizational energy management. Building Research & Information. 46(3). pp.300-
315.
Copley, P., 2018. The experiential learning process on the small enterprise marketing/logistics
and supply chain management interface–a conceptual model for the practical classroom.
Jarzabkowski, P., Lê, J.K. and Balogun, J., 2018. The social practice of co-evolving strategy and
structure to realize mandated radical change. Academy of Management Journal, (ja).
Labib, A.E., Canós, J.H. and Penadés, M.C., 2017. On the way to learning style models
integration: a Learner's Characteristics Ontology. Computers in Human Behavior. 73.
pp.433-445.
Melkman, A., 2018. Training international managers: Designing, deploying and delivering
effective training for multi-cultural groups. Routledge.
Rasheed, F. and Wahid, A., 2019. Learning Style Recognition: A Neural Network Approach. In
First International Conference on Artificial Intelligence and Cognitive Computing (pp.
301-312). Springer, Singapore.
Roggeveen, A.L. and Beitelspacher, L., 2018. Educating the Retailers of Tomorrow: An
Overview of Journal of Marketing Education Special Issue on Retailing.
Wheelen, T.L., Hunger, J.D. and Bamford, C.E., 2017. Strategic management and business
policy. Pearson.
ONLINE:
HONEY AND MUMFORD LEARNING STYLES, 2017.[Online].Available through
:<http://resources.eln.io/honey-and-mumford-learning-styles/>.
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