Communication Skills and Leadership in a Car Sales Environment Report

This report is a reflective essay focusing on the critical role of effective communication skills in the car sales industry, particularly in enhancing performance, behavior, and overall job experience. It utilizes Driscoll's model of reflection to analyze a car sales assistant's experience during a car exhibition, highlighting the importance of active listening and conflict resolution in dealing with a dissatisfied customer. The report contrasts the assistant's approach with that of less effective colleagues, emphasizing how effective communication not only resolves immediate issues but also strengthens leadership abilities and improves sales outcomes. The essay concludes by reinforcing the necessity of continuous development in communication skills to achieve personal and professional goals, supported by references to relevant literature on reflective practice and communication strategies.

Preparing for Success
Knowledge and
Creativity

Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................2
Demonstrating effective communication skills which are required by a professional...............2
TASK 2............................................................................................................................................3
Reflective discussion about the impact of effective communication on performance, behaviour
and experience of car sale assistant.............................................................................................3
CONCLUSION ..............................................................................................................................4
REFERENCES................................................................................................................................5
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INTRODUCTION
Communication is a process of exchanging information and transferring messages form
one source to another and a very essential tool of everyday life of human beings. Communication
takes place through many channels and denotes as a skill (Derosier and Driscoll, 2018). This
assignment is developed in reflective language covering effective communication skills which
are required by a car sale assistant.
TASK 1
Demonstrating effective communication skills which are required by a professional
For this report Driscoll's model of reflection is used which has three elements WHAT,
SO WHAT and NOW WHAT. This reflective essay is prepared on the basis of these three
factors of the model.
As a car sale assistant I am responsible for making sales of different cars which are
present in my company. The situation here which enabled me to make use of effective
communication skills and enhance my performance level is a car sale exhibition where my
company participated. This exhibition is a event in which many other firms are also participating
in order to make sales and also a marketing event. In attended this exhibition with my colleagues
and represented by brand as a head (Snowdon, 2018). This event gave me a chance to be
interactive and communicate with different types of individuals for rendering appropriate
information about the features of different cars and make sales on behalf of my entity. Through
this exhibition I got to know about perspective of many people belonging to separate segment of
society and their view points. One visitor who came to my stall engaged me the most and he was
very disappointed with our brand. This disappointment of his made him real angry and
aggressive and he started shouting. As a sales car assistant and representative of my company I
maintained by peace and used my active listening skill for quietly listening to him. This is a tool
of effective communication which enabled me to thoroughly hear the person and make him
comfortable and then resolve his issues. On the other hand my staff members who are my
subordinates and were present in the exhibition with me losses his patience and rudely replied to
the customers.
The exhibition was a very good experience as I was leading my team it gave me an
opportunity to explore new skills in myself rather than marketing and sales. The only
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problematic situation which occurred is when one customers becomes angry and started
shouting and created an unwanted scene. This situation could have hindered ours brand image
and on our personal skills and abilities in front of our superiors (Stonehouse, 2019). One of my
colleagues also got frustrated and started arguing with the person but I managed to handle the
situation with my effective communication skills I relaxed the customer and patiently herd him.
Also with the help of my good interpersonal ability I resolved the problems faced by the
individual. I know that communication if done effectively can be a very effective tool and help
me in increasing my performance level and fulfil all goals. And after the event also I feel the
same ways, it is very important for one to have a effective communication skills in order to excel
in their personal and professional life and attain all their goals in potential manner. The effects of
handling the situation patiently helped me in convincing the individual and changed his
perspective about my company, also I made a deal with him for a sale of a car. I have noticed
that i was good in my field of sales and convincing people but after this event I analysed that my
communication abilities also enhancing my leadership skills. I was the in charge of my team in
exhibition, I lead the team well and motivated my colleagues to be patient and handle the angry
customer effectively. My senior manager also supported me and has the same opinion about my
skills and abilities, they believe that I managed the situation, my team and all my responsibilities
well and in effective manner.
TASK 2
Reflective discussion about the impact of effective communication on performance, behaviour
and experience of car sale assistant
According to the situation occurred in the exhibition with the annoyed customer I have
analysed that communication tool and effective communication practices can help an individual
to be effective in their job role and perform in better manner (Klotsko, Driscoll and Keigwin,
2019). My colleagues who were present in the exhibition with me have the same opinion and
agrees with me that with interacting with the individual patiently made him calm and helped in
changing him in a potential buyer. If I do not do anything in such condition and leave my
subordinates deal with the problem in the same manner it will be harmful for my brand and its
goodwill. Also, it will also, affect my performance graph as it will remain constant and move
downwards if I do not take any respective action being a leader. If I face the same situation or a
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similar situation again I can talk to my seniors or superiors for guidance in order to be more
effective than first time for handling such situation. Yes I do need help for assist my actions and
the area which is needed to be addressed first is the reaction of my colleagues who impatiently
starting arguing with the customer (Fruehn and et. al., 2019). The main lesson which I can take
from reflecting on my practice is that if knowledge and skills are developed in the areas where is
lack this can enhance my performance. It will also result in improved behaviours and render me
more experiences while working and performing my actions.
CONCLUSION
The report is a reflective essay on the need and importance of effective communication
skills in order to increase performance level, behaviours and job experiences. The essay covers
that how effective communication skills can help a professional to handle their professional
situations effectively and attain higher goals in life. The effective interactive abilities helps an
individual to learn and develop more skills and talents which can help them in inducing their
performance graph and professional experiences.
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REFERENCES
Books and Journals
Snowdon, K., 2018. Humour in reflective practice. Journal of Paramedic Practice. 10(4).
pp.144-146.
Stonehouse, D., 2019. Reflection and you. British Journal of Healthcare Assistants. 13(4).
pp.182-184.
Klotsko, S., Driscoll, N. and Keigwin, L., 2019. Multiple meltwater discharge and ice rafting
events recorded in the deglacial sediments along the Beaufort Margin, Arctic
Ocean. Quaternary Science Reviews. 203. pp.185-208.
Fruehn, J. and et. al., 2019, June. A strategy for regional-scale FWI in the salt provinces offshore
Brazil. In 81st EAGE Conference and Exhibition 2019(Vol. 2019, No. 1, pp. 1-5).
European Association of Geoscientists & Engineers.
Derosier, B. and Driscoll, N. W., 2018, December. The Ups and Downs of the Inner California
Borderlands Constrained by Submarine Terraces. In AGU Fall Meeting Abstracts.
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