Sydney Metro College: Manage Personal Work Priorities - BSBWOR501

This assignment addresses the management of personal work priorities and professional development, encompassing two primary tasks. The first task involves creating a position description for a Customer Service Representative, developing two work plans, and maintaining a journal reflecting on the process of managing work priorities. The work plans focus on achieving communication skills, customer satisfaction, and teamwork. The second task centers on developing and maintaining professional competence through the creation of a Professional Development Plan, meeting notes, and a reflective journal. The assignment emphasizes the importance of setting goals, utilizing KPIs to measure performance, and addressing personal strengths and weaknesses to enhance overall work effectiveness and achieve organizational objectives. The solution provides a comprehensive guide for students to understand and execute the key elements of the assignment, including the role of effective communication, teamwork, and continuous professional growth within a customer service environment.

MANAGE PERSONAL WORK PRIORITIES AND
PROFESSIONAL DEVELOPMENT
1

Table of Contents
Introduction......................................................................................................................................3
Task 1: Manage personal work priorities........................................................................................4
A position description..................................................................................................................4
Two work plans...........................................................................................................................5
Journal..........................................................................................................................................9
Task 2: Develop and maintain professional competence..............................................................13
A professional development plans.............................................................................................13
Meeting notes.............................................................................................................................16
A journal....................................................................................................................................17
Conclusion.....................................................................................................................................18
References......................................................................................................................................19
Appendices....................................................................................................................................21
2

Introduction
In this assignment, there are two different tasks on managing the personal work priorities and
professional development. In the first task of the assessment managing own work priorities will
be initially the position description of the job will be established and our goals will be developed.
Finally, the journal will be written on containing reflections on the process of managing work
priorities. In the second task, development and maintenance of personal competence will be
done. For that, a Professional Development Plan will be developed various meeting notes, and
finally, a journal will be written on developing the plan.
3

Task 1: Manage personal work priorities
A position description
Customer Service Representative Job Description
Requirements of
educational requirement
 General education of High School degree or any diploma
degree
 The ability of excellent communication skill, problem-
solving and decision-making skills at the time of stress
(American Occupational Therapy Association, 2015)
 Necessary computer skills, comfortability in using
computers
 At least the experience of working as customer support
around one year
Responsibilities of the
Customer Service
Representative
 maintenance of professional and positive attitude at the time
of communicating with the customers
 An appropriate response providing for the enquiry of the
customer
 Multiple tasking or communicating through various
channels
 Knowledge about the organisational services and products
to give a proper answer to the customer's query (Chang et
4

al. 2017)
 Acknowledging the customer's complaints
 Coordination and communication with the other colleges
 Resolving the complaints of the customers
 Using the organisational protocol at the time of doing the
job
 Keeping the record of the customer's complaints, comments
and also of various interactions
 Taking feedback about the customer service process from
the customers
 providing proper guidance of the junior customer service
representative (Mohiuddin et al. 2017)
 Providing customer support professionally and also ensuring
the satisfaction of the customer
Two work plans
Goal 1
Work activity Description Goal/s KPIs Timeframe
Person
responsible
Effective The primary To become For reaching The
5

communicatio
n skills and
decision-
making ability.
responsibility of
the customer care
representative is to
provide the best
solution for the
customers with
effective
communication
skill and problem-
solving abilities.
To become the best
employee in the
customer service
need proper
knowledge about
the products and
services and
understanding the
problems of the
customer and
providing them
with instant
the
customer's
favourite
customer
service
representative
in Tata
Teleservices,
Australia.
Custome
r
satisfacti
on and
retention
(Murphy,
2017)
this daily
goal, work is
needed with
a proper area
of
improvement
for the
Future Days
supervisors
can also help
in achieving
the goal, but
the adequate
effort has to
give by the
representative
himself.
6

solutions.
Goal 2
Work activity Description Goal/s KPIs Timeframe
Person
responsible
Teamwork,
cooperation
skills with
others,
communication
skills, problem-
solving skills
(Schön, 2017)
For became one of
the best team in
Tata
telecommunication
customer service
efficient teamwork
abilities are
essential.
However, it is the
responsibility of
the entire team to
understand the
competencies and
weaknesses of each
other for
developing a
strong team.
To become
the best
customer
care
providing a
team in Tata
Teleservices
Australia.
Employe
e
turnover
A
significant
achievement
needs a
proper
framework
for the work
procedures.
In addition
to that, the
daily
customer's
satisfaction
and
employee
turnover can
help in
Each of the
team members
is responsible
for this goal
achievement. In
addition to that,
the supervisor
of the team and
the team leader
has more
significant
responsibilities.
7

achieving
this team
goal.
8

Journal
Tata Teleservices is one of the most renowned organisations in the telecommunication world
according to me.
1. Review your job description and your organisation’s business plans, business goals,
policies and procedures.
Tata group believes in business excellence future thinking and innovation for achieving the
organisational values and purpose and code of conduct. There are multiple services which are
provided by Tata Telecom those include bandwidth, Data Services, leased lines, managed
network connectivity mobile, broadband telephony services, telecommunication solutions, etc.
The mission of this organisation is to be recognised as the most reliable Global network for
suppliers and customers (Biggs et al. 2014). In addition to that, delivering the value of the
services and product to this network development process are significant. However, responsible
value also will be given to the stakeholders. The vision of this organisation is to become globally
substantial and different chosen businesses by the year 2025.
The job description includes providing Customer services to the customers of Tata Teleservices.
The business plan of the organisation is to be globally recognised by the year 2025 (Skinner et
al. 2014). The goal of the business is to provide business excellence future thinking and
innovation for attracting a more significant number of global customers (American Occupational
Therapy Association, 2015).
2. The different personal and team goals during from the organisational policies,
procedures and plans-
9

 To become the customer's favourite customer service provider employee in Tata
Teleservices
 To become the best customer care providing a team in Tata teleservices Australia
 To develop my communication skill for improving effective communication skill with
the customers
 To understand the complaints of the customer and provide them with the best solution in
the minimum time
The reason and ways of establishing the goals- Creating a goal for the professional career help an
individual in achieving the objectives of the organisation and also the use of proper goal setting
minimise the time of achieving it. Identifying the four established goals the organisational plans
and objectives are considered. The organisation Tata Teleservices wants to be the leader of
Telecommunication services for which these personal and team goals are appropriate for
organisational achievement.
KPI to measure performance related work goals- for achieving goals considered for this
assignment the customer satisfaction and retention and employee turnover key performance
indicators will help in measuring the performance (Biggs et al. 2014).
3. a. The ways by which KP will use to measure work latest performance- for ensuring the
performance and estimating it, the different components of the key performance indicators will
be evaluated to get the final results. For instance, to use the customer satisfaction and retention
KPI, the feedback taken from the customer about the performance of customer services will be
measured to identify the improvement in achieving the goal.
10

b. There are some organisational policy and conditions which restrict the employee in the
procedure of upgrading the performances. In that scenario, a proper Development Plan will be
developed considering the circumstances and contingencies. Considering the conditions and
emergencies will help in developing an appropriate plan which will not affect the performance of
the individual.
c. In measuring the performance of the goal achievement, the personal strengths and weaknesses
are significant. I have strong communication skills and decision-making skills which will be the
main area of strengths. Except that, my time management skills and problem-solving skills are
not appropriate for achieving the goals and measuring its performance by the key performance
indicators.
4. I have selected some prioritise activities for achieving the goals which include teamwork,
cooperation and communication skill, problem-solving skills and decision-making skills. For
attaining the advance for girls, this Paradise activities has helped me in developing the two
different work plans and also meeting the demand of achieving the goals (Cottrell, 2015).
5. For managing the work, priorities have selected the two primary goals. The first one is
associated with becoming the best customer service representative in the organisation and the
second goal is related to becoming the best customer care team in the organisation. For managing
the time of the plans I have identified the main work as my goal, therefore, I can regularly
practice it for the development process.
6. a. Both of my prioritised goals are associated with becoming a role model for the work
planning and also for the organisation. As the total business if customer oriented, therefore,
establishing a goal of becoming the best customer care representative in the organisation
generally enhances the priority of the work plan. My daily work activities in the organisation can
11

be taken as the example. For instance, my politeness at the time of communicating with the
customer directly help in developing a positive professional relationship between the customers
and me.
b. For maintaining the work-life balance, I will provide my proper dedication towards my job
role at the time of work, and after leaving the office, I will not be taking stress about my job
activities and goals. This process will help me in managing the pressure as well as I will get
enough time for maintaining my health and work-life balance.
12

Task 2: Develop and maintain professional competence
A professional development plans
Work activity Description Goal/s KPIs Timeframe
Person
responsible
Time
Management
For the
professional
career
development,
managing the
time for each
of the work
done is
essential. It
helps in
reducing the
workload and
assist in
finishing the
work
inappropriate
The goal is to
finish all of
the work
within the
given time
Customer
satisfaction
and retention
Each of the
work process
Customer
care service
Communicatio
n skill
13

time (Cottrell,
2015).
Communicatio
n skill
development
Communicatin
g with the
customer
managers and
suppliers the
various type of
communicatio
n skill is
essential.
Those include
the verbal
communicatio
n skill non-
verbal
communicatio
n skill and
written
communicatio
n skill
Develop
effective
communicatio
n for
providing the
best quality of
services to
achieve the
organisational
goals.
Employee
turnover rate
The
employee
turnover rate
help in
analysing
the various
organisation
al culture
and work
environment
9(Chang et
al. 2017)
For
developing
the skill,
improvement
process is
essential for
maximising
the
effectiveness
of the
performance.
The managers
of the
organisation
are associated
with guiding
developing the
communicatio
n skill.
Focus and At the time of Increase my LOB evaluating the For measuring
14

attention skill providing
service to the
customer,
giving focus
and attention
to the
problems of
the customer
become
essential
(American
Occupational
Therapy
Association,
2015).
focus and
attention
power at the
time of
working for
achieving
organisational
goals.
efficiency
Evaluating
(Biggs et al.
2014)
focus and
attention
power once in
a week by
communicatin
g with the
team leader
and peers
the efficiency,
each of the
work which
needed focus
and attention
had to perform
by me
correctly.
Meeting notes
Meeting with supervisor- the first meeting is conducted with the supervisor of my workplace.
This individual is associated in the customer service area for the last six years. According to the
provided solutions for developing the professional area, understanding of the problems of the
customer is essential. In addition to that, he has also mentioned developing the communication
skills for working as a customer care employee. Time management skills are another area which
15

needs proper development for providing customer service. According to him if an individual
wants to give the best quality of customer service, he has to understand the problem and provide
the solution in the minimum time. For proper growth in this industry of customer service, I have
to work on my strength. According to him, I have to work harder for narration my strength and
reducing my weaknesses by developing an appropriate professional development plan for a few
months. This process will help me in managing my work and also improving the skills at the
same time.
Meeting with Employees- meeting with other employees is a beneficial way to understand the
professional development plan. This is because the employee itself is associated with managing
his development for a plan for the future and he will act as the best advisor in this scenario.
According to the interview or meeting with the employee, he has advised me to focus on the
personal skills which are already developed according to me. In addition to that, he said that
making the decision is more important than providing a solution to the customers. According to
him if we understand the problem of the customer, then it will be easier to decide on solving the
problem. He has also stated that for understanding the issues, I have to focus on my focus and
attention skill at the time of communicating with the customers. Most of the solutions of the
customers can we find out from the various conversation made with the customers. Therefore,
using a particular protocol at the time of providing the customer service is necessary with
sufficient focus and attention skills.
16

A journal
At the time of developing the professional development plan and the meetings with the
supervisor and employees, I have used a proper program. Initially, I have developed a
professional Development Plan according to my home need. After that, I have focused on the
two different meetings with the supervisor and the employee. During the meeting with the
supervisor, I have concentrated on taking advice which can help me in developing my
professional development plan
. The employee is a usual experience in the same working field his analysis is going to assist me
in achieving my goals from the previous task. After that, I have focused on the meeting with the
employee who is dealing with the same type of customer problems like me. Understanding his
attitude towards the customer and his methods for solving the issues has helped me in developing
a better professional development plan than before. For this entire procedure of establishing a
proper professional development plan, the total time of one and half month is utilised by me.
17

Conclusion
In light of the above discussions, it can be concluded that understanding the personal growth and
priorities help us in the process of developing future careers. Similarly, a professional
development plan which is being designed with the experience individuals helps in achieving
goals more effectively than other procedures.
18

References
American Occupational Therapy Association, 2015. Standards for continuing
competence. American Journal of Occupational Therapy, 69(6913410055).
Biggs, A., Brough, P., and Barbour, J. P., 2014. Strategic alignment with organisational priorities
and work engagement: A multi‐wave analysis. Journal of Organizational Behavior, 35(3),
pp.301-317.
Chang, W., Mohaisen, A., Wang, A., and Chen, S., 2017, October. Understanding Adversarial
Strategies from Bot Recruitment to Scheduling. In International Conference on Security and
Privacy in Communication Systems (pp. 397-417). Springer, Cham.
Cottrell, S., 2015. Skills for success: Personal development and employability. London:
Macmillan International Higher Education.
Groysberg, B., and Abrahams, R., 2014. Manage your work, manage your life. Harvard Business
Review, 92(3), pp.58-66.
Mohiuddin, M. A., and Ahmed, M. O., 2017. A study of corporate governance practices with
reference to different selected telecom companies in india. International Journal of Research in
Management & Social Science, 40(2), pp.222-241
Murphy, B., 2017. Professional competence and continuing professional development in
accounting: professional practice vs. non-practice. Accounting Education, 26(5-6), pp.482-500.
Schön, D. A., 2017. The reflective practitioner: How professionals think in action. Abington:
Routledge.
19

Skinner, N., Elton, J., Auer, J., and Pocock, B., 2014. Understanding and managing work-life
interaction across the life course: a qualitative study. Asia Pacific Journal of Human
Resources, 52(1), pp.93-109.
20

Appendices
Goal 1
Work activity Description Goal/s KPIs Timeframe
Person
responsible
Effective
communicatio
n skills and
decision-
making ability.
The primary
responsibility of
the customer care
representative is to
provide the best
solution for the
customers with
effective
communication
skill and problem-
solving abilities.
To become the best
employee in the
customer service
need proper
knowledge about
the products and
To become
the
customer's
favourite
customer
service
representative
in Tata
Teleservices,
Australia.
Custome
r
satisfacti
on and
retention
(Murphy,
2017)
For reaching
this daily
goal, work is
needed with
a proper area
of
improvement
for the
Future Days
The
supervisors
can also help
in achieving
the goal, but
the
appropriate
effort has to
give by the
representative
himself.
21

services and
understanding the
problems of the
customer and
providing them
with instant
solutions.
Goal 2
Work activity Description Goal/s KPIs Timeframe
Person
responsible
Teamwork,
cooperation
skills with
others,
communication
skills, problem-
solving skills
(Schön, 2017)
For became one of
the best team in
Tata
telecommunication
customer service
efficient teamwork
abilities are
essential.
However, it is the
responsibility of
the entire team to
To become
the best
customer
care
providing a
team in Tata
Teleservices
Australia.
Employe
e
turnover
A
significant
achievement
needs a
proper
framework
for the work
procedures.
In addition
to that, the
daily
Each of the
team members
is responsible
for this goal
achievement. In
addition to that,
the supervisor
of the team and
the team leader
has more
significant
22

understand the
competencies and
weaknesses of each
other for
developing a
strong team.
customer's
satisfaction
and
employee
turnover can
help in
achieving
this team
goal.
responsibilities.
23