Employability Skills and Professional Development

Employability Skills and
Professional Development
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Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK A...........................................................................................................................................3
TASK 1............................................................................................................................................3
Skill audits for personal roles and responsibilities as customer service managers within an
organization.................................................................................................................................3
TASK 2............................................................................................................................................5
a) Tools and techniques for enhancing interpersonal and transferrable skills.............................5
b) Personal Swot analysis............................................................................................................6
c) Individual appraisal.................................................................................................................7
TASK 3............................................................................................................................................9
Personal and professional development plan with career aim and objectives.............................9
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................16
TASK B Reflective essay..............................................................................................................17
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INTRODUCTION
An individual requires different types of employability skills in their professional
development. the skills required vary on basis of role and responsibilities performed by
individual in organisation. However, it is necessary to gain and improve skills so that
professional development and growth can occur. Moreover, a person is required to enhance skills
which boost confidence and career goals and objectives are attained. furthermore, in recent
times, there is high demand of young talent. so, individual needs to possess varied skills to
handle and manage critical conditions. also, the development of skills leads to bring in creativity,
effectiveness and flexibility in performing all types of roles.
In this report it will be described about skill audit of role of Customers service manager and
roles and responsibilities in British telecom. Also, interpersonal and transferable skills will be
discussed and how it can be enhanced. Alongside, personal SWOT analysis will be done and
individual appraisal as well. besides that, a PDP will be explained and reflection is included in
report.
MAIN BODY
TASK A
TASK 1
Skill audits for personal roles and responsibilities as Customers service manager within an
organization
Skill audit plays an important role in selecting valuable job role as it is a process of
measuring and identifying skills within an individual. By identifying skills people can compare it
with their desired job roles for which they want to work and selecting a career path on which
they want to go ahead. As an individual and working for Customers service manager and IT
there is requirement of having several skills. Here are some skills which an individual should
posses and I have some skills which can help out in identifying some areas which need to be
improved for getting desired job roles and working at BT in an effective manner.
Communication: It is one of the main skill which is important in having Customers
service manager and in all employees for working any type of role. It is the basic and important
skill which is my main strength. It is not limited to oral communication but it includes: active
listening, oral communication, written skills and understanding human behaviors or body
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language (Ting and et.al., 2017). This is one of the main strength area which can make an
individual able to influence others and also allow them in accomplishing goals.
Confidence: Confidence is other main skill which is required in having customer service
manager in order to solve customers’ complaints and make them believe that we are concerned
within their queries and their needs. Due to lack of confidence, people do not believe on others
and has negative impact. Confidence can make an individual and employee able to improve
performance and working hard without having a fear of failure. Improved confidence also allow
people and me as well to convey message to clients with effectively.
Flexibility: Flexibility and ability to adapt changes is also important because lack of
flexibility can create several problems. Business environment including internal and external like
changes in political stability, economic condition, changes in customers needs and for working in
an effective manner it is important for people having this ability and changing own way of
performing according to changes. It makes me feel refreshed and stress free. Lack of flexibility
can increase stress which affect performance directly.
Team working: Team working is the main key of the success of customer service
manager as they require having information about customers which they can get from marketing
manager and can also ask for some ways of solving problems of customers. For working in any
organization it is important having ability of working in a team with different type of people. It
has several benefits as it allows employee in reducing errors, improving productivity as well as
improving relation with others. It is believed that for working in an organization in an effective
manner there is requirement of having an effective working environment which is being made by
improved relationship with each other. When we have improved relationship with others then it
allows all employees in feeling refreshed at workplace which direct affect performance (Conti,
Arcuri and Simone, 2018).
Rather, strengths there are some areas which are not good and in which I am lacking
behind such as:
Public speaking: It is a part of communication as I can interact with colleagues and
people who are known but having fear of speaking in front of audience is main weakness which
can create problems. Public speaking is important as it increases confidence and also have great
impact on others. For presenting ideas it is important to develop this skill (Arnold, 2018).
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