A Detailed Report on Managing Personal Work Priorities and Development

This report analyzes the management of personal work priorities and professional development. The assignment begins with a job description for a customer service role within Tata Teleservices, outlining organizational goals and personal objectives. It then details the creation of a journal, including key performance indicators (KPIs) and strategies for enhancing communication and problem-solving skills. The second task focuses on developing and maintaining professional competence, encompassing a professional development plan, meeting notes from supervisors and peers, and a reflective journal documenting the process. The report concludes by emphasizing the importance of understanding personal growth and utilizing experienced individuals to achieve career goals and effectively implement development plans.

MANAGE PERSONAL WORK PRIORITIES AND
PROFESSIONAL DEVELOPMENT
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Table of Contents
Introduction......................................................................................................................................3
Task 1: Manage personal work priorities........................................................................................3
A position description..................................................................................................................3
A journal......................................................................................................................................4
Task 2: Develop and maintain professional competence................................................................7
A professional development plans...............................................................................................7
Meeting notes...............................................................................................................................8
A journal......................................................................................................................................9
Conclusion.......................................................................................................................................9
References......................................................................................................................................10
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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, journal will be written on containing reflections of 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.
Task 1: Manage personal work priorities
A position description
Job description for understanding the job description some information about the organisation is
equally important. Tata Teleservices is one of the most renowned organisations in the
telecommunication world. 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(Biggset al. 2014). In addition to that,
delivering the value of the services and product to this network development process are
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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. The goal of
the business is to provide business excellence future thinking and innovation for attracting a
greater number of global customers (American Occupational Therapy Association, 2015).
The different personal and team goals during from the organisational policies, procedures and
plans-
 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
A journal
KPI or key
performance
indicator
Personal
skills or traits
Organizational
policies and
procedure
Organizational
plan
The reasons
for
establishing
goals and the
Schedule
4

ways
Customer
satisfaction
and
retention
By using
this KPl, my
services
towards the
customer
can be
easily
measured
My effective
communicati
on skill,
management
skills,
problem-
solving skill
and decision-
making
ability
(Skinner,
Elton, Auer&
Pocock,
2014)
All of the
employees of
Tata
Teleservices
have to perform
best because the
total business is
customer
oriented
For providing
the best quality
of services, Tata
telecommunicati
on has
developed every
month
performance
measurement
for each of the
employees.
Being the
best
customer
care service
provider
employee is
my primary
and personal
goal from the
beginning of
my job in
this
organization.
For that, I
have
established
experience of
over two
years in the
same
Each day of
my work is
considered as
the next step
in achieving
the goal.
Each day of
my work
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profession.
Net
promoter
score
This key
performance
indicator
helps in
analyzing
all
indicating
the long-
term
organization
al growth
This is a
team goal
and for that
teamwork
skills are the
major area.
Except that,
effective
communicati
on and
problem-
solving skill
of the entire
team is
necessary
Providing the
customers best
value from their
products and
services with an
extra touch of
future is the
organizationpoli
cy
For reviewing
this area, the
organization has
aimed at
developing a
Global network
by the year 2025
(Schön, 2017)
As this is the
organization
and mean the
goal is
achieving it
is part of the
main goals.
Achieving
this goal, the
rate of
teamwork is
increasing in
the customer
care services
by helping
each other at
the time of
satisfying the
customer by
appropriate
decision
Daily
activity for
increasing
the work
performance
of the team
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making and
problem-
solving.
Number of
customers
By
analyzing
the number
of
customers, I
am handling
each day the
ratings
provided by
the
customer
can easily
measure my
performance
Best quality
of
communicati
on skills both
verbal and
nonverbal
communicati
on
This
organization has
the policy to
develop the best
quality of
communication
skills for the
employees
working in
customer
service
providing them
with training.
After a certain
period, the old
employees are
also being
trained
(Murphy,
After every
three months,
the organization
evaluate the
performances of
customer care
service
providing
employees to
understand their
growth of
communication
skill during the
daily work
process.
I have
established
the
development
of
communicati
on skill
under the
school
because as a
customer
care
employee it
is my
responsibility
to
communicate
with the
customers
Daily I have
been working
on my
communicati
on skill at the
time of
performing
my job role.
Except that, I
have been
taking three
days of class
each week
for
developing
my
communicati
on skills.
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2017). and solving
their
problems.
For that, I'll
constantly be
working on
developing
my
communicati
on skill
through daily
practices.
More
development
I am taking
communicati
on
development
classes
privately
(Mohiuddin,
and Ahmed,
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2017).
LOB
efficiency
measureme
nt
This key
performance
indicator
helps in
measuring
the
efficiency
of any
organization
al process.
As it is the
responsibilit
y of the
employees
to solve the
problem of
the
My
decision-
making skills
regarding the
customers
but at the
time of
problem-
solving, I'm
not yet
properly
skilled.
The
organization
have proper
guidelines
which need to
maintain by the
customer care
employees
during handling
the customers
we need to
maintain the
guideline and
its various
policies.
The
organization
develop
different plants
for developing
the decision
making and
problem-solving
areas of the
customer
according to the
specific services
provided by the
organization
Tata
Teleservices.
I have
established
this as one of
my goals
because I
need to send
them these
skills which
is one of my
weaknesses.
For that I
have taking
effectively
part in the
team works
to learn
various
problem-
solving skills
(Groysberga
nd
For
achieving
this goal, I
have to work
harder every
day during
my service
hours in the
organization.
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customer
this
indicator is
measuring
the
efficiency
Abrahams,
2014).
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
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
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essential. It
helps in
reducing the
workload and
help in
finishing the
work
inappropriate
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
Develop
effective
communicatio
n for
providing the
best quality of
services to
achieve the
organizational
goals.
Employee
turnover rate
The
employee
turnover rate
help in
analyzing
the various
organization
al culture
and work
environment
For
developing
the skill,
Delhi
improvement
is essential for
maximizing
the
effectiveness
of the
performance.
The managers
of the
organization
are associated
with guiding
developing the
communicatio
n skill.
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communicatio
n skill non-
verbal
communicatio
n skill and
written
communicatio
n skill
9(Chang, et
al. 2017)
Focus and
attention skill
At the time of
providing
service to the
customer,
providing
focus and
attention to
the problems
of the
customer
become
essential
(American
Occupational
Increase my
focus and
attention
power at the
time of
working for
achieving
organizational
goals.
LOB
efficiency
Evaluating
(Biggset al.
2014)
evaluating the
focus and
attention
power once in
a week by
communicatin
g with the
team leader
and peers
For measuring
the efficiency,
each of the
work which
needed focus
and attention
had to perform
by me
properly.
12

Therapy
Association,
2015).
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
needs proper development for providing customer service. According to him if an individual
wants to provide 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 developing 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
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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 make the decision for
solving the problem. He has also stated that for understanding the problems, 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 effective focus and attention skills.
A journal
At the time of developing the professional development plan and the meetings with the
supervisor and employees, I have used a proper plan. 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
focused 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 help 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 problems has helped me in
developing a better professional development plan than before. For this entire procedure of
developing a proper professional development plan, the total time of one and half month is
utilised by me.
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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 developed with the experience individuals helps in achieving
goals more effectively than other procedures.
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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), 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.121-134
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.
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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.
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