Yodel Report: Communication, Performance, and Reflection

This report examines the role of effective communication in improving performance within Yodel, a major delivery service company. The author, a driver at Yodel, reflects on personal experiences and challenges related to communication, particularly how ineffective communication led to issues with parcel deliveries and customer satisfaction. The report highlights the implementation of the 7 C's of communication (clarity, credibility, continuity, capability, channels, appropriate content, and context) and emphasizes the importance of written communication and direct contact with relevant authorities to avoid misunderstandings and delays. The author also discusses the impact of communication on workplace behavior, the importance of transparency, and the use of strategies to improve communication skills with colleagues and superiors. The report concludes by emphasizing how effective communication fosters better coordination, skills, and interaction, which in turn motivates workers and enhances overall performance. References to relevant literature are included to support the analysis.

KNOWLEDGE AND CREATIVITY

Demonstrating experience of effective communication and the process that enabled in
relation to improving performance.........................................................................................2
Reflecting how working and communicating in a professional or academic context
influenced individual’s performance, behavior and experience.............................................3

Demonstrating experience of effective communication and the process that enabled in
relation to improving performance
Currently I am working in Yodel, which is one of the largest delivery service
company. This company is mainly involved in parcel deliveries made taking orders in the
category of B2B and B2C market. Now, company is serving leading retailer of UK and
developed effectual image by offering quality services to the targeted customers. Recently, I
am working a driver in this company and having responsibility to deliver all the parcels on
time. In order to comply with company’s objectives pertaining to delivery of quality and
timely services as well as maintaining customer satisfaction effective communication is
highly required. As per Driscoll's model of reflection, I had experienced several events and
thereby found effectual communication as key for business success (Edwards, 2017). Earlier,
I experienced problems in fulfilling my accountabilities due to having ineffective
communication. Moreover, earlier message pertaining to deliver parcel was distorted due to
long hierarchy. In other words, message was passed from several authorities who in turn
resulted into ineffectual communication. I learnt several lessons from this event and assessed
that co-ordination among authorities highly required for meeting client’s requirement timely.
With the motive to compliance with firm’s objectives and criteria’s I have taken
several initiatives for improving communication aspects. Thus, for dealing with all the
problem prominently I have started to follow 7 C’s of communication. It includes aspect
regarding clarity, credibility, continuity, capability, channels, appropriate content and
context. Moreover, quality parcel delivery services can be done only when all the
information’s are precise and clear (Nicol and Dosser, 2016). Accordingly, I have started
written communication with the concerned authorities with a motive to avoid all the potential
obstacles or barriers. On the basis of this type of communication, I have serrated to practice
to receive all the details via mail. Moreover, mail contains all the information regarding
address where delivery needs to be done. Along with this, mail also includes information
about time, contact number of concerned authority, organization’s name. This in turn avoids
possibilities in relation to duplication as well delaying in parcel delivery services to the
significant level. This type of communication facilitates performance improvement to the
significant level. As, in the case of having issues in delivery I can contact to the concerned
authority (Smith, 2016). Through this, customer satisfaction and loyalty can be built and

maintained. I observed that effective communication develops transparency within the work
environment which in turn empowered me in delivering the goods effectively and in a right
direction to the ultimate user. Through implementing the process that creates better
communication like taking details regarding the delivery of the order in written form in order
to eliminate misunderstanding and ambiguity in respect of delivering the goods to the
customer. For improving my performance I created strategies for making the communication
skills more good with the top authorities, managers and the colleagues like building direct
communication with the authorities regarding the issue or the problem that are been arising in
making the goods available to the users (Husebø, O'Regan and Nestel, 2015). There are many
problems that I had faced within the firm like lack of coordination, harmony, conflict of
interest etc. are resulting as the major problem in smooth functioning of the business
operations so I feel that by using effective strategies relating to improving communication
between us and the authorities will in turn helped in enhancing our performance.
Further, I have started practice in relation to reverting to my senior authorities as well
customers via mail when parcel delivered. This in turn shows that all the work is done timely
and effectively.
Reflecting how working and communicating in a professional or academic context influenced
individual’s performance, behavior and experience
I had focus that changes in the workplace results variation in the task, occurrence of
the errors and the action patterns. While working as a driver in Yordel, I analyzed that
communication is an essential factor that induces the behavior of an individual towards an
enterprise and the managers. Communication helped us in understanding the goals of an
entity and in what way they need to be achieved. It entirely changed our attitude and the
thought process with resolving of an issue that occurred when we performed the task. I
believed that in for making the business operations of Yordel more effective, communication
acted he best tool that establishes and disseminated goals of an entity as the competencies
possessed in me and other individuals enables in exhibiting the work behavior adequately and
very much relevant towards the job performance. Communication represented as the major
factor that induced our performance as more and more interactions leads to forge new
possibilities and the horizons in respect of delivering the valuable product to the customer in
accordance to their specifications. In the communication process of Yordel, the information
regarding carrying of the resources and the tasks with assigning duties are been made known

to subordinates. Through communication we could be able to get clear our doubts and
ambiguity if any present in my mind in relation to the delivery details and the product details
that need to be delivered (Sweet and et.al., 2019). I determined that communication is the
medium through which I could be able to share my opinions, feelings and the attitudes so that
clarity in the performance and behavior of the workers also improves. Thus, Communication
creates better coordination, skills and interaction in between the members of an organization
and this in turn motivates the workers in completing the task to their best potential.

REFERENCES
Books and journals
Edwards, S., 2017. Reflecting differently. New dimensions: reflection-before-action and
reflection-beyond-action. International Practice Development Journal. 7(1).
Husebø, S. E., O'Regan, S. and Nestel, D., 2015. Reflective practice and its role in
simulation. Clinical Simulation in Nursing. 11(8). pp.368-375.
Nicol, J.S. and Dosser, I., 2016. Understanding reflective practice. Nursing Standard
(2014+). 30(36). p.34.
Smith, K., 2016. Reflection and person-centredness in practice development. International
Practice Development Journal. 6(1).
Sweet, L. and et.al., 2019. Developing reflective capacities in midwifery students: Enhancing
learning through reflective writing. Women and Birth. 32(2). pp.119-126.