Employability Skills and Professional Development Report - Module ABC

This report delves into the crucial aspects of employability skills and professional development, particularly focusing on the role of a Customer Service Manager. It commences with a skill audit, meticulously evaluating essential skills such as communication, confidence, flexibility, and teamwork, while also identifying areas for improvement like public speaking, problem-solving, and time management. The report then explores tools and techniques for enhancing interpersonal and transferable skills, encompassing communication, empathy, time management, leadership, problem-solving, and decision-making, alongside the application of various improvement tools such as internet resources, feedback mechanisms, personal development plans, and literature. A personal SWOT analysis provides insights into the individual's strengths, weaknesses, opportunities, and threats. Furthermore, the report culminates in the development of a personal and professional development plan (PDP) with specific career aims and objectives, emphasizing the importance of continuous skill enhancement and career advancement. Finally, a reflective essay is included, providing a comprehensive understanding of the key elements discussed throughout the report.

Employability Skills and
Professional Development
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Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK A...........................................................................................................................................3
TASK 1............................................................................................................................................3
Skill audits for personal roles and responsibilities as customer service managers within an
organization.................................................................................................................................3
TASK 2............................................................................................................................................5
a) Tools and techniques for enhancing interpersonal and transferrable skills.............................5
b) Personal Swot analysis............................................................................................................6
c) Individual appraisal.................................................................................................................7
TASK 3............................................................................................................................................9
Personal and professional development plan with career aim and objectives.............................9
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................16
TASK B Reflective essay..............................................................................................................17
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INTRODUCTION
An individual requires different types of employability skills in their professional
development. the skills required vary on basis of role and responsibilities performed by
individual in organisation. However, it is necessary to gain and improve skills so that
professional development and growth can occur. Moreover, a person is required to enhance skills
which boost confidence and career goals and objectives are attained. furthermore, in recent
times, there is high demand of young talent. so, individual needs to possess varied skills to
handle and manage critical conditions. also, the development of skills leads to bring in creativity,
effectiveness and flexibility in performing all types of roles.
In this report it will be described about skill audit of role of Customers service manager and
roles and responsibilities in British telecom. Also, interpersonal and transferable skills will be
discussed and how it can be enhanced. Alongside, personal SWOT analysis will be done and
individual appraisal as well. besides that, a PDP will be explained and reflection is included in
report.
MAIN BODY
TASK A
TASK 1
Skill audits for personal roles and responsibilities as Customers service manager within an
organization
Skill audit plays an important role in selecting valuable job role as it is a process of
measuring and identifying skills within an individual. By identifying skills people can compare it
with their desired job roles for which they want to work and selecting a career path on which
they want to go ahead. As an individual and working for Customers service manager and IT
there is requirement of having several skills. Here are some skills which an individual should
posses and I have some skills which can help out in identifying some areas which need to be
improved for getting desired job roles and working at BT in an effective manner.
Communication: It is one of the main skill which is important in having Customers
service manager and in all employees for working any type of role. It is the basic and important
skill which is my main strength. It is not limited to oral communication but it includes: active
listening, oral communication, written skills and understanding human behaviors or body
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language (Ting and et.al., 2017). This is one of the main strength area which can make an
individual able to influence others and also allow them in accomplishing goals.
Confidence: Confidence is other main skill which is required in having customer service
manager in order to solve customers’ complaints and make them believe that we are concerned
within their queries and their needs. Due to lack of confidence, people do not believe on others
and has negative impact. Confidence can make an individual and employee able to improve
performance and working hard without having a fear of failure. Improved confidence also allow
people and me as well to convey message to clients with effectively.
Flexibility: Flexibility and ability to adapt changes is also important because lack of
flexibility can create several problems. Business environment including internal and external like
changes in political stability, economic condition, changes in customers needs and for working in
an effective manner it is important for people having this ability and changing own way of
performing according to changes. It makes me feel refreshed and stress free. Lack of flexibility
can increase stress which affect performance directly.
Team working: Team working is the main key of the success of customer service
manager as they require having information about customers which they can get from marketing
manager and can also ask for some ways of solving problems of customers. For working in any
organization it is important having ability of working in a team with different type of people. It
has several benefits as it allows employee in reducing errors, improving productivity as well as
improving relation with others. It is believed that for working in an organization in an effective
manner there is requirement of having an effective working environment which is being made by
improved relationship with each other. When we have improved relationship with others then it
allows all employees in feeling refreshed at workplace which direct affect performance (Conti,
Arcuri and Simone, 2018).
Rather, strengths there are some areas which are not good and in which I am lacking
behind such as:
Public speaking: It is a part of communication as I can interact with colleagues and
people who are known but having fear of speaking in front of audience is main weakness which
can create problems. Public speaking is important as it increases confidence and also have great
impact on others. For presenting ideas it is important to develop this skill (Arnold, 2018).
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Problem solving: Problem solving skill is also important as when employee solve
problem then it makes them feel energetic and stress free. People who do not have this ability are
more likely to feel stressed which affect their productivity. For boosting confidence of working
under pressure and any type of situation it is important developing this skill. This skill is related
and connected to decision-making and critical thinking as due to lack of problem solving skill
people face problem in taking better decision. For satisfying customers and solving their
problems in a timely manner it is important for customers’ service manager of having this skill.
Time management: For having a good impression on employers and manager it is
important for employees of working tasks in a timely manner. When customers get qualitative
products in a timely manner or before given deadline then it motivates them to retain with the
company. So, for getting promotional and other opportunities there is requirement of
development this skill.
TASK 2
a) Tools and techniques for enhancing interpersonal and transferrable skills
It is necessary to analyse interpersonal skills so that it becomes easy to find out weak areas
and for skills needs to be gained. Alongside, in role of Customers service manager there are
distinct skills required. however, there are some basic interpersonal skills which is required in all
types of roles in British telecom. besides that, there are some transferrable skills as well. it
enables in managing time and working in effective way within various roles. they are defined as
below :
Communication skills – It is most common skill which is required in role of Customers service
manager. It is known as the mutual interaction between two or more than two people. Strong
communication skills helps all aspects of life from personal to professional life. it allows in
communicating with others and sharing info, express ideas, opinions, etc.
Empathy – this skill refers to understanding feelings of others. Also, to understand their view and
perception and then communicating with them. this skill is required to become a leader and
respect emotions of others.
Time management- It is a procedure of planning as well as controlling regarding how much time
to spend on particular activities. Time management aids a person to complete their task within
shorter period. It is considered as an ability to manage it in more effective way as it leads to
brings the efficiency as well as productivity. there is required to follow a schedule in it.
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Leadership – this interpersonal skill enables in leading a team or person. it allows in giving
direction or guiding them to achieve goals. For customers service manager this skill is vital as it
allows in becoming a leader and attaining goals in effective way. also, with this staff is motivated
as well.
Problem solving- It aids to regulate origin of a problem and willing to find a fruitful solution. In
other words, it is all about solving issues logically and with imagination in order to make sense
regarding a situation and at the same time come with intelligent and creative solution.
Decision making – this is also skill of taking effective decision. here, it decision are taken on
many thing like assigning roles, developing plan, etc . thus taking of efficient decision helps in
solving problems. it include involving others as well in this process.
There are different tools and techniques which can be used to improve these skills. the
use of tools depends on individual choice and to what level skills needs to be enhanced. thus,
tools are explained as
Use of internet- this is common tool to improve skills. here, a lot of info can be gained and
learned. here, various software are available that can be used to improve skills. it can be used in
personal and professional life to gain knowledge about many things.
Taking feedback – in this feedback can be taken of others that what are areas which needs
improvements and how effective skill was. thus, by taking advice from others it increases
learning and development.
PDP- this is a tool which can be used to develop and enhance skills. here, short and long terms
goals can be developed and it provide framework that through what activity skills can be
improved.
Reading books – with help of it, communication and reading skills can be improved. also, it
enables in enhancing decision making skills by reading books on history and case study.
Thus, these are the tools and techniques through which skills can be enhanced. an
individual can gain and learn knowledge on various skills as well. this makes it simple to
improve skills and gain more knowledge about it.
b) Personal Swot analysis
A personal SWOT analysis helps in analysing strength and weakness. Along with it, area
of opportunity and threats are identified from it. similarly, for role of Customers service manager
I did personal analysis which is as below:
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Strength –
I am easily able to communicate with people in both formal and informal way. I am good listener
as well as I listen and then interact. I know how to communicate and various ways of it. I am
having in depth knowledge of this skill.
I can easily lead a team as I have knowledge about various types of leadership styles. I know
which style needs to be applied. I am having experience of leading large teams as well. I posses
skills of leader.
Weakness
my weakness is that I am not able to solve problem. in critical condition I get nervous in solving
problems. thus, I take wrong and ineffective decisions which impact on my performance. I do not
have any idea about how to solve problems
another weakness is that I am not able to manage work. i am not able to maintain balance
between personal and professional life. thus, I lack time management skills.
also, i am not able to take effective decisions for complex problems. my level of decision making
is weak as I do not process of decision making to be followed.
Opportunity
I can improve my emotional intelligence skills. this will enable me to control my emotion in
critical situation and solve problem. I will be able to control my anger.
I can gain knowledge about decision making skills so that I can take effective decision. it will be
useful for me to solve problem as well. I will be able to analyse solutions of problem. it will
improve my performance and help in my professional growth.
Threats
I may face threat from other people who are highly experienced and skilled than me. they can
easily get desired role.
Another threat is due to covid 19 there I may lose my job as British telecom can hire candidate
based on low salary.
Also, threat is increase in use of robots in future which can lead to rise in unemployment. the
robots will perform job role in more effective way.
c) Individual appraisal
This appraisal helps in evaluating own’s performance to find out whether goals and
objectives were attained or not. So, on basis of that it becomes easy to find out areas in which
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improvement is required. therefore, I also carried out a self appraisal British Telecom. it was
useful for me to evaluate my effectiveness and skills as well as knowledge. thus, it is as follows
Evaluation area Unacceptable Up to
expectation
Building trust
I found that my behaviour towards other staff and manager
was honest
I found that I easily share info with other people in
effective way
I followed all policies and procedures properly during my
performance
I did communicate and inform in time and there was no
delay in my work.
Unacceptable
Unacceptable
Up to
expectation
Up to
expectation
Delivering results
I delivered good and effective outcomes for my goals and
tasks assigned
I stayed focused on my role and tasks given
I managed my time to complete my work in effective way
I highly posses relevant job skills and knowledge to
perform my role in efficient way.
Unacceptable
Up to
expectation
Up to
expectation
Up to
expectation
Collaboration
I respected values and ethics of other people
I helped other when they needed support from me.
I listened to other problems and provided them solutions.
I worked in team with other staff and contributed in
efficient way
Unacceptable
Unacceptable
Up to
expectation
Up to
expectation
Communication
I shared important information to others in proper way
I listened carefully to manager and then ask question if I
Up to
expectation
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was confused
My communication was precise with punctuation and
grammar.
Up to
expectation
Up to
expectation
TASK 3
Personal and professional development plan with career aim and objectives
After analysing and identifying areas of strengths and weakness people require improving
those areas in which they are not good for performing functions in organization in an effective
manner and also for career development. With the help of personal and professional development
plan, people can improve their identified areas as it allows them to set goals, requirement and
reasons for improvement along with activities from which they can improve their skills (Grit,
2019). It can also help in taking several opportunities at workplace and also developing career
path as well as remaining satisfy and happy at workplace. Some areas in which I am not good ad
need improvement include:
Skills need to
be improved
Aim and objectives Resources and
actions for
improvement
Importance in the future Time
frame
Public
speaking
To increase
confidence.
To motivate change.
To have good
impression on others.
Public speaking is
important as it
can allow in
influencing
decision and
putting ideas in
front of others
(Apriyanti and
Ramadhan,
This skill can help at
professional and personal
level in the future of
influencing other and in
the process of negotiating
or reducing situations of
conflict. This skill and
ability of speaking in front
of people also can boost
30 days
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2018). For
reducing fear of
speaking in front
of public,
practicing in front
of mirror by
imagining public
are there this skill
can be improved.
By thinking
positively, taking
permission from
manager of
conducting
weekly meeting
and taking chance
of speaking in
meeting can
improve this area
and boost
confidence in
speaking front of
audience.
confidence and reduce
conflict of interest
situation.
Time
management
To feel stress free at
workplace.
To retain customers
by completing
projects in timely
manner.
Time
management
plays an
important role at
both personal and
professional level.
There are several
tools available
It will allow me out in
improving quality of time
and releasing stress and
anxiety. I can also take
more opportunities in the
future like promotional
opportunities and others.
15-20
days
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which can help in
improving this
skill such as:
priority matrix
and Toggl plan
These tools allow
prioritizing tasks
which needs to be
completed in a
timely manner
and are important
(Khatib, Al
Khudir and De
Luca, 2020).
Rather, these
tools, by making
a time table by
adding all tasks,
estimated time of
completion, time
can be managed.
One of the other
main thing which
can help in
improving time
management at
both level is
removing
procrastination
and completing
tasks at that time.
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Problem
solving
To take better
decision.
To work under
pressure.
To remain stress free
and improving
productivity.
There are some
tools and
resources are
available which
can help in
improving this
problem-solving
skill. It is
believed that for
solving problem
in an effective
manner, there is
requirement of
having ability of
critical analysis
for analysing
situation in both
positive and
negative manner
and then take
decision of
solving problems.
Drill down
technique is
known as the best
way of improving
problem-solving
skill as it allow
people in
breaking down
components or
Problem solving skill show
that employees have
creativity, imagination,
determination and lateral
thinking skills which can
allow in becoming stress
free at workplace and
improving performance.
20-25
days.
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narrowing down
problems In small
part by which it
becomes easier in
solving bid
problems. It is
also believed that
having ability of
being calm in all
situations also
allow in solving
problems without
getting frustrated
and hurt.
So, from the above discussed ways and tools all areas of time management, problem-
solving and public speaking can be solved. All these skills are important for an individual having
at personal and professional level in order to perform functions smoothly. At personal level, all
these skills can boost confidence of working with any company and at professional level it can
make people feel stressed free and smooth functioning.
CONCLUSION
From the above study it has been summarized that skill audit played a vital role as it allows
an individual in identifying all those areas in which they are good and are their main strengths.
Skill audit also allow employees or individuals to decide a career path and selecting job roles
according to strengths and all those areas which they need to improve. Further, it has discussed
some key interpersonal as well as transferable skills like communication, time management and
leadership which also played an important role in getting desired job role along with tools for
improving skills. SWOT analysis tool also help people in identifying their both strengths and
weakened areas by which they can take opportunities and also which can create some threats. By
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analysing strengths, weaknesses, opportunities and threats they work hard for more improvement
with the help of personal and professional development plan.
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REFERENCES
Books and journals
Edgar, S. and Connaughton, J., 2017. Exploring the role and value of Pre-Clinical Experiences in
a Physiotherapy program in the development of employability skills: a qualitative case
series. Australian Journal of Clinical Education, 2(1), p.5095.
Hashim, N., Razali, R.A. and Taib, N.A.M., 2019. Retailing Employability Skills Needed by
Employers. INTERNATIONAL JOURNAL OF ACADEMIC RESEARCH IN BUSINESS
AND SOCIAL SCIENCES, 9(5).
Rajapakse, R.P.C.R., 2017. Importance of soft skills on employability of finance
graduates. RPCR Rajapakse (2017)" Importance of Soft Skills on Employability of
Finance Graduates" ISSN, pp.2321-8819.
Suarta, I.M., Suwintana, I.K.. and Hariyanti, N.K.D., 2018. Employability skills for entry level
workers: a content analysis of job advertisements in Indonesia. Journal of Technical
Education and Training, 10(2).
Apriyanti, D. and Ramadhan, S., 2018, December. Improving Students Public Speaking Skill
through Instagram. In International Conference on Language, Literature, and Education
(ICLLE 2018). Atlantis Press.
Arnold, J.K., 2018. Stress to Success: Public Speaking Anxiety and its Relationship to Perceived
Leadership.
Conti, M.E., Arcuri, M. and Simone, C., 2018. Wellbeing, conflict and teamworking: the social
role of the team leader-an overview. International Journal of Environment and
Health. 9(2). pp.151-168.
Grit, R., 2019. Managing your competencies: personal development plan. Routledge.
Khatib, M., Al Khudir, K. and De Luca, A., 2020. Task Priority Matrix at the Acceleration
Level: Collision Avoidance Under Relaxed Constraints. IEEE Robotics and Automation
Letters.
Ting, S.H. and et.al., 2017. EMPLOYERS’VIEWS ON IMPORTANCE OF ENGLISH
PROFICIENCY AND COMMUNICATION SKILL FOR EMPLOYABILITY IN
MALAYSIA. Indonesian Journal of Applied Linguistics. 7(2). pp.315-327.
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TASK B Reflective essay
What did I do well in completion of my development plan
To complete my development I have learned new skills by using the strategies. I was
needed to improve my skills like time management, problem solving and public specking. To
improve time management skills, I make proper schedule for my day to day activities and
started doing work accordingly which help me to develop time management skills for my
career development (Fourie., 2018). Another skills which needed to develop was problem
solving, To improve these skills I started taking meditation class in which I have learn to
perform yoga and yoga helps me to increase my concentration power, so I was able to develop
skills which are required for the professional development which is problem solving and it is
helping me to mange team at the workplace and able to solve problems for the employees and
providing proper instruction to solve their problems. Last skills which I needed to improve and
it was needed for the professional development in the career was Public Speaking. I used to get
nervous when I am taking in the public and I used to behave different when I am speaking in the
public. To improve these skills, I started engaged with the outside and started thinking
positively which helps me to improve my public speaking. Now I can speak in front of the
public or audience which is necessary or the professional development.
Problems faced in learning
There are some problems which I have faced during the development plan. To develop
skills like problem solving, I take too much time to learn because its not easy for us to solve the
problem at the workplace without get involved in the problem. There are many problems which
can also affect our personal life, if we are interfering in that like conflict situation. In this
situation it's hard to solve the problem, and they can also involve us if we are trying to solve
and it can convert into the physical fight (Ifaei, Karbassi, Lee and Yoo., 2017). Another skills
which was hard to learn and have faced many problems was Time management, its not that
easy to make our habit to do our work on the times and follow the times schedule I make proper
schedule but most of the times I was not able to do my work accordingly because sometime
we have to change our plans and because of that other activities also get affected so we are not
able to do our work in given time. In a public speaking skill, I faced problems in starting but
afterword I was habitual and I develop these skills which will help me for the professional
development and now I don't face any from problem to speak in front of many people and As a
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Customers service manager it is helping me to provide information to the employees, and they
able to do their task by listening to me properly.
What needs to be improved in future
There two most important skills which I want to improve in the future is motivational
skills. I want to motivate people because it can help other people to be motivated in their life,
and they do make their career as an professional. To make the career as a professional it is
needed to be motivated and if you have someone who can motivate us then it makes easy for us
to learn something new, and we can make our career better, and we can able to achieve
something in our career and create opportunities for ourselves (Achawangkul., 2018).
Another skills which I want to develop in the future is creativity skills. To get better
reach in our life we need to be creative, so we can bring new idea and get the promotions in
the job. Creative people always find the way to overcome from the problems, and they always
have the new ideas and innovation which helps to make any work simpler and also easy for the
others. In future, I will try to develop both the skills, so I can make my career as a professional
so I can get better promotion in my job and become profession in my life. Another skills
which was hard to learn and have faced many problems was Time management, its not that
easy to make our habit to do our work on the times and follow the times schedule I make proper
schedule
One addition skills I want to improve in future to improve communication skills. I
believe that it can be improved more and more, no matter how much effective communication
skills we have, It should be improved on the regular basis. I realized that I am moderate in
listening. I effectively listen when I am able to concentrate and sometimes, I do not listen in well
manner. thus, I need to ensure that I am able to effectively listen even in when I am lost. I lose
my control and temper. also, I speak loudly to others. I do not have control over my feelings and
thoughts. so, I realise that I am good at controlling my anger and my self control skills are
moderate. I need to little improvement in it as there it will be useful for me in managing my
emotions in effective way. this will help me in my personal development to a great extent. To
improve these skills, I started engaged with the outside and started thinking positively which
helps me to improve my public speaking. Now I can speak in front of the public or audience
which is necessary or the professional development.
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REFERENCES
Achawangkul, Y., 2018. Thailand’s Alternative Energy Development Plan.
Fourie, W., 2018. Aligning South Africa's National Development Plan with the 2030 Agenda's
Sustainable Development Goals: Guidelines from the policy coherence for development
movement. Sustainable Development. 26(6). pp.765-771.
Ifaei, P., Karbassi, A., Lee, S. and Yoo, C., 2017. A renewable energies-assisted sustainable
development plan for Iran using techno-econo-socio-environmental multivariate analysis
and big data. Energy Conversion and Management.153. pp.257-277.
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