Evaluation of Resources in Specialist Area: Customer Service Report

This report delves into the development, utilization, and organization of resources within the specialized area of customer service and front desk executive training. It begins by defining the purpose of learning resources, emphasizing their role in enhancing knowledge and fostering active learner participation. The report then explores curriculum design, focusing on inclusive models and relevant learning theories such as behaviorism and cognitivism. It classifies and explains resource storage methods, followed by an evaluation of specific resources in meeting individual learning needs, highlighting the effectiveness of methods like PowerPoint presentations and individualized learning approaches. The principles of resource design are examined, followed by an evaluation of resource development sources and the adaptation of resources for inclusive practices. The report also covers sharing resources with other professionals and the integration of new technologies to engage learners. Finally, it addresses legal requirements, intellectual property rights, and the author's strengths and weaknesses in resource development, concluding with plans for skill improvement.

Developing, Using and Organising Resources
in a Specialist Area
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Table of Contents
INTRODUCTION...........................................................................................................................4
TASK1.............................................................................................................................................4
Describe the purpose of resources in learning and teaching..................................................4
Theories, principles and models of inclusive curriculum design can be used to inform
resources development in own specialist area........................................................................5
Explain the ways in which resources can be classified and stored.........................................6
TASK2.............................................................................................................................................7
Evaluation of effectiveness of specific resources in meeting individual learning needs.......7
Determine the principles of resource design..........................................................................8
Evaluation of sources that inform resource development in specialist area...........................9
Determine the resources which can be adapted to enable inclusive approach in own specialist
area.......................................................................................................................................10
Evaluate the ways of sharing resources with other learning professionals..........................11
TASK3...........................................................................................................................................11
Design the resources which included new and emerging technologies to engage and meet the
needs of individual learners in specialist area......................................................................11
Determine the resources which are employed in order to engage and meet the individual needs
of learners.............................................................................................................................12
Evaluate the effectiveness of own design and use of resources to engage and meet the
individual needs....................................................................................................................13
Identification of own strengths and weaknesses in relation to development and use of
resources in own specialist area...........................................................................................14
Plan opportunities to improve own skills in development and use of resources in own
specialist area........................................................................................................................15
Task 4.............................................................................................................................................15
Review legal requirements and responsibilities relating to the development and use of
resources...............................................................................................................................15
Implications of intellectual property rights and copyright for the development and use of
resources...............................................................................................................................16
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CONCLUSION..............................................................................................................................17
REFERENCES..............................................................................................................................18
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INTRODUCTION
In learning process there are different type of resources which are used with the motive to
enhance the knowledge of learner and able to progress in career. Its the responsibility of the
teacher to understand the level of learner and the areas which they find difficulties so that
appropriate and useful resources can be provided to them for effective learning. Furthermore,
with the help of additional information with the use of resources will be helpful. The main
advantage of using resources for learning process is that it helps in active participation and
engagement of learners in the so that they would bale to develop their learning skills and
achievements (Abu-Naser and Al Shobaki., 2016). The role of teachers in the carrier of student is
to support them mentally so that they would able to achieve their desire results. The true
objective of teachers is to influence and help students in acquiring knowledge which they would
able to apply in their life. This report is based on various important aspects which take place in
the learning process among teachers and the learners. This report is based on specialist role that
is customer service and front desk executive.
TASK1
Describe the purpose of resources in learning and teaching
Teaching and learning act as the great influencers in the eduction system. Learning is an
important part of life where at every stage something new take place and is learned by
individuals. Learning resources are relevant tools which helps in education which includes
videos, overhead projectors, Power point, etc. The purpose is to help the students by providing
them important opportunities where they would able to explore ideas, knowledge, problem
solving skills, etc. As an customer service executive and front desk executive, I would be able to
apply variation and diversification of approaches while guiding students in building their career
in customer services and front office executive. I would able to apply different techniques which
are physical and emotional in order to get right environment to create a space where other person
get comfortable and able to communicate effectively (Armstrong and Taylor., 2020). Learning
resources are designed mainly for supporting and guiding learners on the topic. The main
purpose of learning and teaching resource is to provide effective source of learning experience so
that learners and teacher would able to interact and make learning process effective. The
effective use of learning resources is helping learners in enhancing their knowledge so that they
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have in depth understanding and able to develop generic skills and values. Resources help the
learners as they get engaged and able to meet their learning needs with the motive to achieve
their learning objective. Hence there are large number of teaching material that is resources
which I am using to deliver information to my learners. Mainly resources which are used in
learning is for stimulation or visual prompts as it helps in making learning process easy. In the
learning process, opportunities that actively engage the learners are group discussion where all
learners get the chance to known each other and able to generate effective ideas and solutions
together. The resources help in motivating learner by building their interest and they would able
to develop and enhance their creativity skills (Bombiak and Marciniuk-Kluska., 2018). For the
role of customer service executive the important factor is to listen the others opinion attentively,
maintain positive body language and eye contact. From my experience in this area, I have find
that many students coming for acquiring knowledge are suffering from different type of learning
difficulties are need to improve communication skills. With the use of more memorable
resources such as pictures, videos and accessing some counselling channels the learning process
become easy.
Theories, principles and models of inclusive curriculum design can be used to inform resources
development in own specialist area.
An inclusive curriculum is defined as the process which help students in learning where
equal opportunity is provided to students so that they would able to achieve learning outcomes.
Curriculum development is not performed in isolation that is it is a part of planning,
development, implementation and review cycle.
There are various models which can be used in order to adopt the basis of curriculum
development in customer service-
Linear product or objective model- This model is developed by Tyler and later
modifications are done by Taba. This model is used where learner know what they have to to do
at the end of the learning period or course. The focus of the learner is on learning outcomes
where they use a systematic approach for planning. The starting point outline the outcome from
where the course content is build according to outcome (Bratton and Gold., 2017). The focus is
on effective accomplishment of outcomes.
The cycle model- This model is also used in customer service curriculum development as
it is similar to liner model. This model has been developed by Wheeler as focus is on
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identification of aims and objectives which is based on needs of professional bodies. It is
followed by selection of learning activities and the selection of content according to abilities of
learners.
Theories used in learning in specialist area (customer service)-
Learning theories is an cognitive process in which a structure and design of course is
outlined with the motive to provide great learning experience.
Behaviorism Theory- With the help of this theory the focus is on acquiring knowledge
through observation. The observation skills are quite important in performing the job role of
customer service and front desk executive (Burnell., 2017).
Cognitivism theory- As this theory focuses on the process of mind that is thinking,
problem solving, etc. The problem solving ability play important role in role of customer service
where person need to understand the difficulties faced by others and have to provide solution to
them.
Here are four steps which are followed in designing curriculum-
The first step is the identification of the broad aims and specific objective that is in
context of customer service it is communication and understanding abilities. The main role of the
customer service executive is to understand the problems of customers and able to support and
help them. Secondly on the bases of the objective the course is designed or constructed so that
objective can be accomplished. By providing practical learning to the leaner the objective can be
accomplished. Thirdly on the bases of the capability of the learner the time duration is defined.
Lastly the explanation of curriculum and its objectives are provided to teachers.
The principles of resource design are meeting learning needs, fit for purpose, sufficient
quality and quality and current content. The most effective principle is meeting learning needs
where focus is on the development of differentiated resources according to learning style. The
resources developed should fit for purpose so that the objective can be accomplished. With the
motive to maintain the high standards and able to accomplish the good position, the policies and
rules must be formulated for sufficient quality resources (Fjeldstad and Snow., 2018).
Explain the ways in which resources can be classified and stored
Resources can be classified in many different ways such as retrieval, systematic filling,
maintaining current and archive documents, etc. The logical classification system is used for
retrieval as for its presentation the set of index or keywords are consider. There are different type
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of recording formats for resources and in systematic filling the documents used are email to
stored the filling of the management of resources. For storing the documents an appropriate and
suitable storage system is required. With the use of various tools and equipments such as floppy
discs, USB devices the information can be saved and protected.
TASK2
Evaluation of effectiveness of specific resources in meeting individual learning needs
In the process of learning and teaching, the teacher identifies the abilities and skills of
learners and categorizes them in different sections as it helps in making learning process simple.
Hence, it is the primary responsibility of the teacher to help and support the students so that they
would able to enhance their skills for future growth and development (Gutierrez-Gutierrez,
Barrales-Molina and Kaynak., 2018). The individual leaning of learners according to their skills
and abilities helps in motivating them so that they would be able to develop their qualities. This
learning approach adopted by the teacher helps the students on individual level to identify their
weakness and focus on its improvement for better results in future. In context of providing
learning on customer service and front desk executive the various different type of learning
methods are used in order to develop and enhance the features of students. Moreover, learning
environment plays important role as it helps in providing effective results to the individuals. The
essential resources which are required for making changes in the learning environment are
technology based equipments, learning materials, etc. Hence, resources are important as it helps
in attracting the potential learners and the quality learning provided by teacher help students in
learning effectively. Power point presentation is the most effective tool used in providing
learning as learners are attentive in the presentation lectures and able to understand the topics
effectively. Use of appropriate strategy helps in providing appropriate results and effective
knowledge on the topic helps in solving the doubts of learners and in better explanation of the
concepts. Hence the concept of individual leaning is effective in nature and helps In meeting the
individual goals and objective. The learners are not pressurise and they enjoy the learning as they
are getting interest. The method of individual learning has helped in identifying and analysing
the problems and trouble faced by students. Hence this method is superior and helps in
accomplishing the desire results (Ilyashenko and e.al., 2019).
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Determine the principles of resource design
The teachers are responsible for the development of the resources as they are important
elements in the learning process. The primary principle of resource development is to analysis
the need of students and accordingly develop the resources with the motive to satisfy the learners
and able to solve their problems effectively (Keegan, Ringhofer and Huemann., 2018). With the
used of skills in the specialized area the focus is on developing resources for the purpose of
learning activities. There are various different type of principles which are used in the learning
activities such as meeting learning needs, quality, etc.
The principles used in the learning program are as follow-
Respect- This is the principle which focuses on providing experience to learners where
they are able to achieve their desire goals with the use of resources.
Iteration- This is a small step which provides great results as feedback is taken from the
students so that necessary changes can be made in order to provide better support and resources
to learners.
Collaboration- It is an effective decision making principle which helps in carrying the
activities in coordination with learners so that health environment can be formed.
Efficiency and effectiveness- Only by providing quality resources would help in
achievement of goals and objectives. With the help of effective learning way and revising the
content will help in achieving the desire result.
Sustainability- The resources and method used must be sustainable that is provide results
for long duration (Leung and et.al., 2018).
It has been identified that with the use of quality resources the effective knowledge is provided to
students which helps in enhancing the skills. For better results it is important for the teacher to
put their full efforts and utilize their skills for providing healthy environment. The individual
learning concept is quite effective as students get effect knowledge with high potential.
Moreover according the needs of students the resources are changed so that they are able to
understand it properly. Hence, teacher and the supporting staff need to identify the abilities of
individuals so that effective structure and design of resources can be formulated. Furthermore the
high expectations will help in promoting the intellectual engagement and awareness of students
so that they would able to adjust in the new environment. Moreover the challenging learning
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behaviour will help in effective learning as students are able to focus on their theoretical and
practical learning.
VAK model- The Visual auditory kinesthetic learning style model helps in providing
understanding to the learners and is based on three factors which are vision, auditory and
Kinesthetic. This style helps in determining the best way suitable for the students for learning
purpose. Auditory learners are the one who talk themselves while learning and reading for better
understanding. Visual learners are of two types that is linguistic and spatial. The linguistic type
of learners prefers learning through written language. The visual spatial learners are the one who
prefer learning through charts, videos, etc. Kinesthetic learners are the type of learners who
prefer making notes whiling understanding the concept or topic and lose concentration with little
external stimulation or movement (Li, Fan and Liu., 2019). This model has helped individuals in
learning effectively as learning method of people are not same it differs on the bases of their
skills and abilities.
Addressing learning domains (Bloom)- This model has been proposed by Dr.
Benjamin Bloom with the motive to promote higher forms of thinking in education for making
learning process effective and simple. The three domains are cognitive, affective and
psychomotor. This theory has helped in the learning process as it has introduced students with
various challenges so that they would able to understand the different situation and accordingly
take corrective steps (Marin, Navas‐Alemán and Perez., 2015).
Simple measure of Gobbledygook(SMOG)- With the use of this method the performance
of learner is determined in order to know their progress rate and the areas where teaching method
need to be improved. This helps in obtaining desire results to both learners and the teachers.
Evaluation of sources that inform resource development in specialist area.
In my practice, I have used both informal and formal sources to inform sources
development in the specialist area of customer service and front desk. As informal sources I have
established trustworthy relationship with the learners and encouraged them to make effective use
of available resources that is library. In library large number of projects are available and
learners would able to conduct research on various aspects of customer service and on customer
behaviour. In order to enhance my scope of program, I have used internal resources to inform
specific subject such as by creating practice situation of the theoretical concepts so that learners
would able to know how to deal with different situations. Furthermore, the focus is on providing
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them knowledge on ethnic way of practising job roles. As a teacher I would able to provide
accurate knowledge on different concepts and able to develop and enhance their skills by
maintain discipline. Moreover for enhancing the knowledge of students and improving the
quality of their assignments I have suggested students to used the E-learning platform and take
information from various external websites to retrieve vital information for better level of
communication and understanding (Mitra., 2019).
Determine the resources which can be adapted to enable inclusive approach in own specialist
area.
I have used resources with the motive to fulfil the needs and desires of learners and provide
support to deal with difficulties and disabilities. I have introduce paper based materials on the
bases of abilities of students and provide them counselling according to requirements.
Furthermore organisation has decided to collect all type of paper in order to experience its
impact on the activities so that essential changes can be made if required. Moreover, I similarly
expected to change the language of my resources for sort out some way to be cultivated, for
instance, various understudies with talk, language and correspondence needs to have
extraordinary visual capacities by how visual assistance is a convincing technique for supporting
game plan, updating an enlightening environment and promoting confidence and learning. As
such, I expected to make plans visual using pictures, photographs, to name equip and have visual
introductions of subjects or current activities (Mula and et.al., 2017). In a comparative line, I
considered noise levels and restricting interferences by keeping understudies involved in pair or
assembling group activities. I have considered the indication of tones for understudies with
visual shortcoming by changing the shade of papers to empower scrutinizing. Hence, I drove a
visual test in class to choose the amount of people with difficulties in examining with the
dashboard by investigating changed establishment on PowerPoint. I used the Sheppard
programming similarly as other online web base programs so that learners would able to
download software which consolidates a variety of test so that students would bale to test their
level of knowledge so that accordingly able to focus on weak areas. This preparation is notable
with young students to empower their psyche and give them a sensation of innovativeness and
basic reasoning tendency.
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Evaluate the ways of sharing resources with other learning professionals
In the process of identifying the common resources, the organisations working at large
scale provide same or similar resources like staffing resources, qualification, experience, etc and
also provide opportunities for training in order to improve their outcomes. The primary aim for
using this meted is to improve the skills of labour and increase their profitability. Furthermore
the data is stored in files so that learners can access the information and files whenever required.
The networking with interested parties provides facility to public or other companies to access
the data. Moreover we also use social networking and published journals from where we get the
essential information which may be usual to other party. Moreover, intranet for common user
storage is used as the tool to share the data with other organisation or company. The use of email
service which is in excess be able by employees of the company only to communicate with each
other. This method has proved effective as proper communication take place which is safe and
chance of mistake are less (Mura and et.al., 2017).
2.6 Explain how you have employed resources to engage and meet the individual needs of
learners in own specialist area
1 Qualification of individuals was focused upon while recruiting the individuals for job purpose.
there is focus upon managing the individual needs of employees so that they can feel engaged
within the workplace
2 There were several social media network sites used for managing the recruiting process. This
helps to meet a huge pool of talented employees.
3 It is also concluded that different ways to manage employees of workplace includes enhancing
communication skills. This helps to talk directly with different managers so that goals and targets
can be discussed properly.
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TASK3
Design the resources which included new and emerging technologies to engage and meet the
needs of individual learners in specialist area.
In the process of designing of learning resource it is important to consider the various
aspects such as curriculum, ID framework and the use of technology. In order to understand the
design of the resources used in learning process of customer service, following table has been
provided.
Different
situations
Learning style Assessment style Tasks or
activities
Supporting
strategies
Inclusive On the bases of
thinking and
learning abilities
of the learners.
Traditional
method is used
where concepts
are cleared to all
students
together.
In this process
tasks or
activities are
assigned in
groups to the
learners.
Instructions
provided by
teachers is to
focus on
cooperative
learning.
Stimulating According to the
abilities of
learners
In this authentic
assessment style
is used as
learners are
showing interest
so focus is on
providing in-
depth knowledge
With the help of
pairing the tasks
or activities are
assigned to
individuals as it
helps in
providing better
results.
Instruction
regarding
external sources
is provided in
order to help the
learner in
research work.
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