Harrods: Employability Skills and Professional Development Report

This report delves into the critical aspects of employability skills and professional development, utilizing Harrods of London as a case study. It begins with an introduction to employability and its significance, followed by a skill audit of a customer service representative role, identifying strengths and areas for improvement. The report then explores key interpersonal and transferable skills, such as communication, empathy, and problem-solving, along with tools and techniques for skill enhancement, including seminars, workshops, and staying focused. A personal SWOT analysis is conducted to assess strengths, weaknesses, opportunities, and threats. Finally, a personal and professional development plan is outlined, setting aims and objectives for career advancement and skill enhancement. The report concludes with a reflective essay, summarizing the learning and insights gained throughout the process.

Employability Skills And
Professional Development

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Skill Audit in the context of personal roles and responsibilities............................................1
TASK 2............................................................................................................................................3
a) Some key interpersonal and transferable skill and analysis tools & techniques...............3
b) Personal SWOT Analysis...................................................................................................5
(c) Individual Appraisal..........................................................................................................7
TASK 3............................................................................................................................................8
Personal and professional development plan.........................................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
TASK B...........................................................................................................................................1
Reflective Essay.....................................................................................................................1

INTRODUCTION
Employability is important term that defines capability of acquiring and keeping fulfilling
work. It is a set of skills, knowledge, understanding and personal attributes that help top become
successful in their field (Avalos, 2011). Employability skills can be defined as the transferable
skills that required by a people to make them employable. This skills are developed by people
inside and outside school that transfer at the work place. Professional skill are career ability that
often are not acquired from as part of the course work that earn by the competencies. Both skills
are important for individual in order to achieve present work task in the organizational
environment. To conduct different task in the organisation required to develop both skills in
effective manner. As a result it works for professional development that refers to the continued
training and education of an individual regarding to career. The main purpose of professional
development to aware for current trends and generate new skills that helps to achieve reward at
workplace. To better understand the report selected organisation Harrods of London which is a
British institution. It is famous, well known and respected retail store in the world. The company
has been providing services from last 162 years and develop unique image through key brand
values such as Sensation, Luxury and innovation. Customer service representative in an
organization match with the organizational requirement.
The report consist of personal roles and responsibilities and performance objectives
within an organisation. Furthermore recognise interpersonal and transferable skills through the
tools & techniques that helps to intensify of skills. Along with conduct personal SWOT analysis
in order to recognise strength, weakness and development opportunities. Develop personal and
professional development plan where define about the aims and objectives.
TASK 1
Skill Audit in the context of personal roles and responsibilities
Customer service representative in the Harrods of London would be having several skills
and competencies which is important to acquire job responsibilities adequately (Bautista, Yau
and Wong, 2017). Customer representative would be responsible to maintain direct and indirect
relation with customer and influence them to purchase product from its retail store. In the context
of Harrods of London define roles and responsibilities of Customer service representative in
order to maintain better relation with customer and enhance the performance in business
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activities. To perform duties and responsibilities in better way intensify the skills as per the
organisation requirement. For this focus on the several factors that supports to connect with
customer in direct manner and present things effectively. The organisation have retail store
where arrive several visitors to purchase things for this require to present every thing properly
and influence to purchase product in effective manner (Chipchase, Johnston and Long, 2012).
CSR would be responsible for the decision making process because many time customer demand
different types of product in modified manner so it will depend on the representative how to
tackle them for products.
The main roles & responsibilities of CSR to support customer regarding to complaints
and questions, provide all appropriate information about products & services, receive orders and
process returns. By supporting customer understand the product and answering questions about
their reservations, they are sometimes seen as having a role in sales. The performance objective
within organisation to increase sales by 25% to achieve sales quota and measuring revenue of
£150000. To achieve performance objective conduct skill audit in order to determine that
categorised into good, average and bad (Croft and et. al., 2010).
Skill Audit: It is a outstanding procedure that supports to analysis and recognise all the
important skill as well as knowledge required to conduct the particular job of a company. In this
audit identify those skills which are average, good or bad. According to performance categorised
into different section and know about the skill audit.
Skills Good Average Bad
Communication skill ✔
Interpersonal skill ✔
Management Skill ✔
Presentation skill ✔
Leadership skill ✔
Problem solving skill ✔
Empathy Skill ✔
Time management skill ✔
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Conflict Resolution Skill ✔
As per the above table conduct skill audit of different roles & responsibilities that
enhance to good performance within an organisation. There are identifying Communication,
presentation and problem solving skill is good which are required to sort out the problem of
customer. But there are management skill, time management and leadership skill are bad that
required to improve through personal development plan (Forte, Humphreys and Park, 2012).
TASK 2
a) Some key interpersonal and transferable skill and analysis tools & techniques
There is defined some interpersonal and transferable skill which is important for roles &
responsibilities.
Interpersonal skills are the behaviours and tactics that utilise by an individual to interact
with other effectively. It is utilised by Customer sales representative in daily basis to
communicate with customers regarding to products and their problems. With the help of strong
interpersonal skills people get success in professional and personal lives. There are mainly
consisting of listening, questioning and understanding of body language (Grima-Farrell, C.,
2015). There is also include skills and attributes that relates with emotional intelligence and
manage own emotions. There are defined some interpersonal skills which is required for CSR
such as: Communication skill: The particular skill consist of one sender, a message and a
recipient. It may sound simple it is actually a very complex subject. Communication
important for personal as well as professional life in order to effectively perform a task.
This skill is essential for Customer sales representative to sort out the problems of
customer. But many times customer do not agree with terms of company that time
required to influence with communication skills. Many times as CSR effectively does not
connect with Clients that create problem and impact on the performance. Empathy skill: It means understand an individual feeling for particular task and
understand other people's action to made sense. Through particular skill effectively
communicate with customer regrading to their problems. In order to make sense, it
supports to understand others and communicate effectively. As Customer sales
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representative required to have particular skills that help to interact with customers and
sort out their problems.
 Team working skill: In this skill an individual create bond between different team
members. All are working together and make effort for complete provided task. A
Customer sales representative have team working skill that take together to every one for
every task and define the objective within organisation. Without this skill a person does
not interact with other employees who are working in the retail store (Hicks And et. al.,
2014).
 Negotiation skill: It is another type of interpersonal skill that present the ability of
customer sales representative to communicate with staff members and customers for
particular conclusion in efficient way. To conduct business activities in dynamic
environment face various types of situation in order to concerned about the need. There is
required to understand various perspective and then land up coming with fair solution.
For successful negotiation can take place when two parties come forward and agree to
create an agreement that depended on the mutual contents. There are consist of objective,
recognise places and optional strategy to reach out stated goal.
Transferable skill: It is a quality that transferred from one job to another job which are
linked with skills and abilities. It is helpful for areas of life such as socially, professionally and at
school. It is mainly use for profession activity when an individual wants to change in career. It
might be included adaptability, teamwork, organization and other qualities of staff members seek
in strong candidates. There are defined some transferable skill like: Problem solving skill: As a leader of Customer sales representative required to
understand the problem of each customer and know their perception. After that provide
various alternatives and provide accurate solution to satisfy of customer with their
services. If they are not satisfied so it will show negative impact on the retail store. As a
result decrease number of customer that impact on the profitability as well as productivity
(Kumari, 2011). Management Skill: The particular skill is required to CSR for arrange every activities in
proper manner other wise it shows negative impact on the personal and professional
growth. To manage store activities required to focus on management skills that supports
to effectively arrange every activities in appropriate manner.
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 Leadership Skill: It is very important skill that work every where, in this skill require to
provide direction to all team members according to task. If a leader have good ability to
influence to people regarding to work so as Customer sales representative effectively
arrange all tasks and activities on time.
Tools & Techniques: There are defined different types of tool & techniques to enhance
the skill in positive manner: Seminars and workshop: To enhance the skill of personal & professional development
require to conduct seminars and workshop where provide learning tactics regarding to
skill. As a result effectively understand every activities in proper manner in the context
of communication and management skill. Stay focused: The particular technique very useful and help to enhance skill of
communication, management, problem solving and many others. Through particular tool
analysis the every skill and effectively focused on those points where require to do work
properly (McNiff, 2010).
 Discipline: Managing Discipline with team members supports to improve leadership skill
in effective manner. Without it people does not focus on the skill so it is essential for
personal & professional way.
b) Personal SWOT Analysis
SWOT analysis is a framework that applied by the organisation to understand actual
position of company in competitive marketplace and develop strategic planning. Through the
analysis identify internal and external factors in the context of current and future activities.
Through personal SWOT analysis identify the strength, weakness, opportunity and threat. It
helps to know realistic, fact based data. On the basis of these information develop strategy and
follow the guidelines (Minott, 2010). There is conducting personal SWOT analysis for improve
skills and abilities such as:
Strength: There is defined those abilities that become reason to increase performance
and easily work in other organisation.
 My strength are peaceful, chill & satisfied with my work that gives me motivation to give
my best according to roles & responsibilities.
 I have set performance objective for quarterly, monthly and yearly basis that encourage to
me to finish my work on time and achieve growth.
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 High level of mindfulness, conviction regarding to oneself & self regard. I have good
communication abilities that helps me to interact with customer easily and sort out their
problem with decision making skill.
 Flexible: I am easily adjust any type of environment that helpful me in critical situation
and hand in own way. As a result enhance my performance and come good result for
organisation.
So as a Customer service representative, I would improve my strength to get higher
position in retail store and achieve personal, professional and business objectives.
Weakness: In this defined those problems that impact on my performance in negative
manner so for this required to overcome from the negative activities.
 From time to time inculpate of others afterwards squandering my own time and vitality
that impact on the performance
 Some times I can not understand how to handle customer in aggressive situation due to
good nature.
 I am not punctual for time that influence to my performance and require to come on time
that present good reputation in retail store (Moon, 2013).
 Turn out to be unfocused through an excess of stuff.
 Many times I become lazy and does not focus on my work as a result disarranged and
confused individual space.
As a CSR required to focus on my weakness and overcome in few months that help to
recover from different negative activity.
Opportunity: There are defined those activity which become helpful for me in order to
get chances to work on higher position in same or other organisation.
 I am always trying to learn new things that help me enhance my skills appropriately and
conduct activities from future perspective (Mula and et.al 2017).
 Earn experience: Through training & development session focus on my weakness and
improve according to requirement.
 With my new skill I will apply in the another organisation for senior post.
 Create Network: Through continuous working on my skills I will get over from
introversion and set relation with senior manager to get chances of senior position in the
retail store and get growth in my career.
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Threat: There is defined that problem that become reason of damage in personal and
professional life.
 I an fond of dependence that become reason of develop phase where I can not allow
external things in the personal character so as a result responsible for unenthusiastic
situations.
 Due to increase competition it will impact on the performance because according to
competition require to maintain my performance as per the requirement. It is directly
impact my job profile.
(c) Individual Appraisal
An individual performance appraisal is a procedure where evaluate the key points and
skills to analysing the performance as well as efficiency regarding to work in the organisation
against measurable objectives and standards. Through individual analysis a person understand
that in which type skills required to improvement (Patton, Parker and Tannehill, 2015). To get
objectives of an organisation take suggestions from other employees as well as mentor who was
sharing their experience regarding to task. In this appraisal focus on the efficiency, skills and
qualities to fulfil the expectation of people and identify require skills to complete task and
promoting the individual. Through the appraisal get benefits like monetary compensation,
determining recognition and providing feedbacks. An individual performance appraisal for
myself which is appropriate in my point of view, is given below in tabular form:
Quality Unsatisfactory Satisfactory Good Excellent
Quality of Work ✔
Knowledge of work ✔
Technical skills ✔
Enthusiasm ✔
Work Consistency ✔
Attitude ✔
Work Relations ✔
Coordination quality ✔
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Time management ✔
Creativity ✔
Dependability ✔
Communication skills ✔
Listening Skill ✔
Client Relations ✔
Problem solving ✔
Take Initiative ✔
Honesty ✔
As per the above table conduct self assessment from the individual performance
appraisal. After Appraisal it is analysing that I work with full honey, integrity and my work
quality is excellent regarding to my work (Pillen, Beijaard and Brok, 2013). My creativity and
technical skills is satisfactoriness that require to convert into good or excellent. My listening
skill, client relation and punctuality is good that try to convert in excellent manner to get benefit
in appraisal.
TASK 3
Personal and professional development plan
A personal and professional development plan set framework which is produced by an
individual to focus on bad skills that required to improve in certain period of time. It will impact
on the business activities as well as improve performance (Reeves and et.al, 2016). In this plan
consist of set objectives with clear aims, areas of development, resource and activities, time scale
etc. There are created personal and professional development plan in order to enhance my skills
and get improvement in my career which are given below:
Clear aims &
objective
Areas for
development
Resource and activities Time scale
The main objective to Management Skill I can improve particular skill To improve
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improve management
skill that will help to
manage different task
in effective manner.
For this required to
set aim to improve
particular skill in
order to achieve good
position in company.
required to take suggestions
from superior and discuss
problem with mentor. Take
different types of take for
certain period of time and try
to complete on time. For this
required resources such as
good team, conduct seminars
etc.
particular area
required approx 6
months.
To gain confidence in
talking to larger
groups about my own
work. Learn more
about how to use the
store correctly and to
its full ability. Also
by developing a clear
vision of own
strength and
weakness, I can
become an idol for
individuals.
Interpersonal Skill For modified particular skill
required to conduct work
shops, listening problems of
customers, Discipline in life,
focus on objectives and
mediation. I can improve my
skills by taking personality
development classes where in
I will get chances to become
part of several activities that
will assist in improving my
existing level of interpersonal
skills.
For this require
about 2 months.
My aim for my career
to become leader of
customer relationship
management. For this
set objectives create a
team and guide how
to understand the
problem of customer
Leadership skill I can particular skill by
joining several class where
interactive session are taken
to assist in enhancing
leadership skill. For this
required to work under
experience people who guide
time to time (Sabzian and
For this skill
required to 4
Months
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and sort out
effectively. Obtain
work experience in
relevant field CSR.
Gilakjani, 2013).
Increase punctuality
and provide answer
to consumer on time.
Set appropriate
objectives to get
chance to achieve
employee of the year
in the particular
company.
Time Management
skill
I can infuse time management
skill through way of
ministering several work
shops and session wherein I
can learn to deal with critical
condition and complete the
task in desirable manner
within timely manner.
1 Month
To become
independent and own
work do according to
my skills.
Dependability I can apply brainstorm
technique and conduct tough
task to become independent.
Conduct task on
responsibility and take
guidance from the expertise
regarding to task and
activities (Stenfors-Hayes and
et. al., 2010).
45 Days
CONCLUSION
As per the above discussion it has been concluded that every organisation wants to
improve skills of their staff members for this ask them to focus on their weak and bad skills. It
will help in personal and professional development. An employee have two types of skills
interpersonal and transferable skills. To analysis these skills conduct skill audit and recognise
which type of skill good, bad and average. To improve these skills produce PPD plan where
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