Professional Identity and Practice: Development Plan and Interview

This report delves into the concepts of professional identity and practice, exploring their significance in the workplace, with a focus on the travel company Thomas Cook. It begins by outlining the benefits of continuous professional development for various stakeholders within an organization. The re...Read More

Professional Identity
and Practice

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
P1 Key benefits of ongoing professional development for different stakeholders within a
specific organisation...............................................................................................................3
P2 Investigate professional employer expectations of skills and competencies within a specific
organisational context.............................................................................................................3
TASK 2 ...........................................................................................................................................3
P3 Assess own abilities, skills and competences for a specific job role................................3
P4 Review a range of learning theories and approaches used for personal and professional
development processes...........................................................................................................3
TASK 3 ..........................................................................................................................................3
P5 Construct a development plan to enhance chosen skills and competencies within a specific
work context...........................................................................................................................3
TASK 4 ...........................................................................................................................................4
P6 Undertake a job interview for a suitable service industry role..........................................4
P7 Review key strengths and weaknesses of an applied interview process...........................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................6

INTRODUCTION
Professional identity is defined as concept which helps in describing about what person
perceives about himself related to their occupational context and to their way of communication
(Barley, S. R. and Kunda, G., 2016). This identity is developed and created through persons
beliefs, values, attitudes, experiences and motives as this further helps in defining themselves in
society whereas, professional practice is known as execution of knowledge, skills by people in
their profession at workplace. This is also related to the way individuals behave at their place of
work. In order to have deeper understanding and knowledge, Thomas Cook which is British
Global Travel Company has been considered under this report. It was established on 19 June
2007 through merger between MyTravel Group plc and Thomas Cook AG. In this present report
it will be discussed about fundamental benefits regarding current professional development
concerned to various stakeholders. Also it includes about own competencies, skills considering
approaches. Lastly, personal development plan with interview process and its positive and
negative aspects has been included.
TASK 1
P1 Important benefits of ongoing professional development for various stakeholders
Company's Overview:
Thomas Cook is known to be world's best known company in travel and tourism sector
which began its operations on 5 July 1841 based at London. It offers different range of services
to their customer's concerned with this sector. This travel company renders its services in Europe
and United Kingdom operating with help of group of tour operators and airline companies. The
products offered by Thomas Cook comprises of holiday packages, hotels, resorts, cruise lines,
charter and scheduled passenger airlines. Thomas cook is public limited company with revenue
of £ 9548 million (Bruss, K. V. and Kopala, M., 2013). Also, Thomas Cook emphasises on
offering customers with “ pick and mix” approach as per customer's needs and expectations.
They focus more on selling best experience along with generating higher returns and maximised
customer satisfaction. In order to gain competitive advantage, company is planning to launch
express check-in, availability of products both at online and offline products and introduction of
Hotel shops for customer's so that customer's can easily customize their holidays. So, to gain

competitive advantage from their rival firms managers of Thomas cook are required to deliver
continuous professional development programmes for their stakeholders.
Key benefits for stakeholders:
Continuous Professional Development can be defined as an on going learning process
which could help an individual in maintaining the overall professional competencies and skills in
order to gain competitive advantages at workplace (Bainbridge, 2016). It is essential because this
process majorly stays enclosed with past experiences which has been faced by an individual and
then training can be given to overcome different weaknesses or build up effective plans and
procedures. Some of key benefits of development programmes are discussed below:-
 Build Confidence And Credibility- On-going development programmes in organisation
like Thomas Cook, could assist stakeholders in increasing and building their confidence
level which allows them to perform their tasks effectively and efficiently. Also, these
programmes help individuals of Thomas Cook to build their credibility to enhance their
set of skills, key performance areas ( KPAs) and Key result areas ( KRAs). Enhanced
confidence and credibility level in workers of Thomas Cook helps in increasing
productivity and quality of services at workplace (Chamberlayne, P. and Bornat, J. eds.,
2014).
 Easy Succession Planning- Professional developmental plans helps managers of
Thomas cook to prepare and develop succession plans for workers development. In
context of Thomas Cook, plans can be prepared for enhancing and improving existing
skills and capabilities of their staff members. Also, it helps to reduce gaps in knowledge
that are inevitable with hiring and turnover. Managers of Thomas Cook choose
development programmes as this further helps in training and developing leaders for
future (Crocket, K., 2014).
 Increases Retention- Professional development programmes are especially developed
for employees and other stakeholders benefits. As these are prepared for employees of
Thomas Cook basically emphasising on their development. Furthermore this leads to
employee retention professional development provides them with sense of belongingness
and get to know that Thomas Cook want to retain their stakeholders for long term.
 Reenergizes Staff- Conducting developmental programmes in Thomas cook helps in
breaking down monotonous nature of day to day operations and helps in reenergising

staff members so that their creativity is enhanced and maintained. Also, time to time
professional development help staff of Thomas Cook to enhance their Skills and
knowledge base which can provide them with new job opportunities.
 Improved Efficiency- Professional development programmes on continuous basis not
only helps in offering new skills set but also helps in increasing efficiency. It provides
opportunities to staff of Thomas Cook with opportunities to learn from other during
training period. Furthermore, improved efficiency will lead to increased productivity and
profitability for Thomas Cook (Edwards, H. and Dirette, D., 2010).
P2 Expectations of skills and capabilities by professional employer
In modern era, it has been analysed that an organisation has expectations from its
employees and competencies which will help to gain first mover advantage. Employer of a
business organisation Thomas Cook comes under hospitality sector which focuses on grabbing
huge market share so that profit margins could easily be maximised at right time. This can only
be done if employees of Thomas Cook performs well. In context of Thomas Cook where
customer executive is having proper and effective interaction with consumers, here it will be
required for individual to carry a good range of skills like positive attitude, effective
communication and decision making skills in order to fill up all the requirements of the customer
(Elman, 2015). Then only, a customer will use company's services for a longer time frame. It
can be said that positive and polite response from employee will increase the customer
satisfaction level as well as loyalty for the organisation. In present context, employer of Thomas
cook is required to have effective and skilled customer executive in order to improvise there
customer base. They might look for some specified skills, which is required for an individual to
become an effective employee for Thomas Cook which are mentioned below:-
Positive behaviour:A customer executive must have positive behaviour and free from
anxiety as well as frustration while communicating with consumers so that there queries could
easily be solved. In the same way, employer of Thomas Cook is looking for the same because
organisation has its business operations at global level where there is fierce competition, Thomas

Cook requires individual for customer administrator profile with affirmative attitude for their
job where they have ability to interpret and solve all the problems which are faced by customers
at the time of taking various services or for booking tickets (Grubenmann, S. and Meckel, M.,
2017).
Problem solving skills: Another essential skill which employer of Thomas Cook is
expecting from its employees is to deal with problems of customer's related to tour and travel.
Also, employees must have ability to face competition in this complex business environment. If
talking about customer administrator, it can be expected that individuals are required to have
problem solving skills so they are able to take effective decision making within specified time
frame with regards to all queries or problems being raised by customer's of Thomas Cook (Kram,
K. E., Wasserman, I. C. and Yip, J., 2012).
Effective communication: Some other essential skill which must be possessed by
individuals of Thomas Cook is effective communication skills. Proper and complete
communicating skills in customer executive will directly and indirectly help consumers and
employee's of Thomas Cook to gain maximum experience.
TASK 2
P3 Assessment of skills, abilties and competencies for customer executive
After taking into consideration the job profile that is Customer Executive for business
organisation which is Thomas Cook (Lamote, C. and Engels, N., 2010). Their is requirement of
wide range of skills, competencies and abilities. In the same I get to know that I am competent
enough to become effectual customer administrator at Thomas Cook, but in some fields, I am
weak which are required to be improved. In present context, I have accomplished that each
employee must have distinct set of skills and it is easily understood that for getting great place
these skills are required to be improved in the set time period. By doing correct investigation, I
can easily find out that all differences that I have expected from the employer of Thomas Cook.
This will further help in effective decision making with regards to my skills, knowledge and
more which can help in developing effective programme in specified time period. Along, with
this, it has been said that employees of Thomas cook have good scope of skills and abilities by
which objectives and goals can be achieved on right time in effective manner.

Because of cut throat competition, Thomas cook is planning to focus for recruitment of
profile of customer administrator so that improvements can be made in existing customer base .
Along with this if I am able to occupy this vacant position in Thomas Cook, it is necessary that I
must have appropriate abilities that this institution is expecting for profile of customer
administrator. In present scenario, I have applied audit approach of personal skills with the
motive to identify skills that are requisite to be customer administrator at Thomas Cook.
Assessment of skills is shown below in the table:-
S No. Competent in: Marks Expected ratings
for fulfilling
requirements of
Thomas Cook
Strength (positive aspects)
& Weakness (Negative
aspects)
1 Problem Solving 7 8 -1 (Weakness)
2 Communication 6 4 2 (Strength)
3 Presentation 5 6 -1 (Weakness)
4 Time Management 5 8 3 (Strength)
5 Interpersonal Skills 6 9 3 (Strength)
P4 Various approaches and theories of learning
Learning theories and approaches are very much helpful for individual for improving
both individual and professional skills which are requisite to be followed at Thomas Cook
(Learning Approaches, 2019). Some of them are explained below:-

Cognitive approach- This is the scientific discipline theory which includes the process
of thinking. According to this theory, manager of Thomas Cook adopts this kind of approach to
study and have proper understanding about minds of customer's. Also this helps in determining
demands of their customer's which allow company to provide quality of services. With the help
of this, Thomas Cook and its employees can effectively manage and diversify their complete
level of performance by providing them with packages of holiday as per customer's needs,
expectations, and requirements so that company is able to retain and attract more customers
(Mellin, E. A., Hunt, B. and Nichols, L. M., 2011).
Social learning theory- As per this theory individuals have the ability to learn from
attitude, behaviour and values. In Thomas Cook, this theory is fruitful in observing activities of
subordinates by employee's so that they can learn new things and helpful in professional as well
as personal development. The executive of Thomas Cook when applying this theory will be
able to increase and enhance performance of its staff members. Also, provide consumers with
various services by solving their problems and offering them attractive packages according to
their expectations and needs.
Humanistic learning approach- Under this theory focus is given on minimising stress
of inappropriate behaviour of employees or managers. In reference to Thomas Cook this theory
assist employees in developing themselves and make required improvements. Further this helps
individuals in determining their behaviour. Also, this approach help individuals to implement
their plans so that they are capable enough to enhance their skills in specific time period which
will help Thomas Cook in achieving long term success and growth (Miller, K., 2018).
Behaviourist approach: This theory is related to various views and ideas which are
important for employees to perform their roles and respond effectively on their basis of learning
which builds them competent to overcome various problems in every business organisation. In
reference to Thomas Cook application of this theory assist individuals to be more effective while
performing their roles.
Hence, above discussed theories would help an individual in improvising a range of skills
like learning capability and many more. This would help in increasing overall personal &
professional skills. Here it can be said that behaviourist and cognitive approach are the two

approaches that are needed to be used by Thomas Cook so that they could help individuals in
carrying out business operations at worldwide level.
TASK 3
P5 Prepare development plan for increasing skills and competencies
Development plan refers to process of creation of action plan which is based on values,
goals, awareness, reflection and focuses on planning for development with reference to
education, career, and self assessment (Oliver, D. A. V. I. D., 2015). A complete and proper
development plan has been prepared which consist of strategies, objectives, goals and various
processes of training which will help me in achieving my own set, desired goals and targets in
specific time frame. Also, it will aid in improving and enhancing my own efficiency and
productivity for workstation for Thomas Cook and this put positive impact on my own and
profitability level for Thomas Cook. The development plan is formulated below:-
Capability Activities Necessary
Resources
Time period Required
Changes
Communicai
on Skill
To improve and increase
my communication
skills it is necessary for
me to interact more and
more with people. Along
with this, I can take
languages classes as
well.
Required resources
are inclusive of
reading different
books, direct
communication
with more and more
individuals and
other necessary
resources.
For
improvement
in
communicate
skills the
time duration
required is 3
months
As I am introvert
in nature, it is
required for me to
increase and
build my level of
confidence so that
I can
communicate
easily.

Time
Managemen
t Skill
Time management skills
are very much essential
so it will be necessary
for me to set time frame
for completion of my
tasks that I might
perform at Thomas
Cook.
To increase my
skills it is necessary
for me to
effectively manage
my work along with
this I can use
stopwatch and take
help from others for
completion of
objectives.
To effectively
enhance and
improve this
skill it is
important for
me to do it in
3 business
months.
Changes can take
place with the
help of others and
following idol
individuals as to
know how they
manage their work
and do
accordingly.
Problem
Solving
Skill
To overcome and
increase this skill I can
utilise my own critical
thinking and
interpersonal skills
which can help in
developing favourable
conditions.
To improve my
problem solving
skills case study,
training and
development,
aptitude test,
simulation
reasoning and many
can assist me in
overcoming
solutions to my
problems.
I am required
to improvise
my problem
solving skills
within 5
months of
time period.
I should focus on
effective decision
making in proper
time frame by
ensuring that all
necessary things
are available with
me to find
solutions to my
problems.
TASK 4
P6 Job interview process for appropriate service industry role
Interview is process of communication between interviewee and interviewer where few
questions are being asked and answers are given. Process of interview is multi-stage related to
hiring of new employees. Various stages involved in Interview process for customer executive

starts from preparation of job description and finishes by selecting suitable candidate for post of
executive of Thomas Cook (Tarvydas, V. M. and Hartley, M. T. eds., 2017). In reference to this,
Human Resource Manager of Thomas Cook has conducted an interview for me for the job
profile of customer executive. If I got selected, it might be possible that I get ample number of
opportunities to have successful career in near future. As this company is carrying out its
business operations at global level, so it is possible that I face various hurdles and problems in
context to my educational qualification when compared to other prospective candidates. If I
passed on with the evaluation process than I have to face next round which will be technical
round and here questions being asked might be difficult and tricky. As I am weak in this aspect
so it might be possible that this put negative impact related to insights about me by the
interviewer. Also, there is possibility that I directly get selected by passing next round by
effectively influencing HR manager of Thomas Cook on the basis of my two years past
experiences.
Along with this, my major strength is my education history and experience in past
which will help in getting to this job and post of assistant manager can also be secured for future
after considering my future. Also, before coming for interview, I analysed various aspects like
information about company, job profile, roles and responsibility related to post and other
necessary information. Various interview questions which could be asked by interviewer related
to job profile are given below:-
Interview Questions
Q1. Describe yourself in brief ?
Q2. What attracted you to apply for this job position?
Q3. What will you do to make company more successful ?
Q4. Describe a situation where you influenced or motivated people in previous organisation?
Q5. Are you having knowledge about HR policies of the organisation ?
Q6. Which factor influenced you to leave your current job ?
Q7. what package of salary are you looking for ?
Q8. How will you face any adverse situation in case of uncertainties ?
Q9. Are you having any future goals ?

Q10. Share some of your best experiences related to your life ?
P7 Strengths and weaknesses of interview process.
Strength of interview process- The best efficacious and efficient skills applied by me
during interview was my patience and confidence level. The way of giving answers by me was
spontaneous and correct for questions being asked by interviewer and this also showcased my
presence of mind in front of interviewer. As I have applied for customer executive job position
interviewer might be looking for empathy which means ability to easily accept and share feelings
of customers (Sims, D., 2011). Away from this, I am strong at making cordial relationships
which is must required for this post. Also, my skill of critical thinking helped me in answering
tricky and difficult questions which were being asked by interviewer. As, I have faced many
interviews previously, so did not faced any kind of issues such as frustration, anxiety at the time
of giving interview.
Weakness of interview process- I was already aware of the fact that tough and tricky
questions would be asked throughout interview process. Also, with regards to process of
interview I came into insights with regards to general awareness, thinking and latest information.
As these can be reasons for failure of accomplishment of objectives. Also I started loosing my
level of confidence and patience when not having answers to questions of interviewer which
affected my performance during interview process. All these weaknesses and negative aspects
lead to develop my frustration and anxiety as now I was not able to give answers to interviewer
questions. My major drawback is my habit of making attempts or frame ways to grab attention of
people and please everyone. Furthermore, at time of interview process all weaknesses lead to
develop my shiver and stammer while giving answers to questions of interviewer and all these
affected overall performance and productivity of mine.
CONCLUSION
From the above mentioned report it can be suggested that development of professional
and its practices are essential aspects for every organisation as this helps in enhancing
individuals capability, knowledge and skills. Professional development programmes provides
many benefits to stakeholders which assist organisations improving efficiency and productivity.
Also, these programmes assist in building professional identity which put positive impact on

performance and efficiency of staff members. The need for development arises from past
experiences as these are very much essential for individual growth and performance.
Additionally, this report also covers learning theories which helps in providing training and
development education. Concepts of learning and its approaches are very much helpful for
every business organisation as this help to attract and retain more customers. Lastly it includes
development plan which mainly emphasises on increasing skills and competencies along with
process of interview comprising of various stages which helps in knowing about strengths and
weakness of individual. Furthermore, professional identity and practices helps in proper
application of skills, understanding and knowledge.
REFERENCES
Books & journals
Barley, S. R. and Kunda, G., 2016. Contracting: A new form of professional practice. Academy
of Management Perspectives. 20(1). pp.45-66.
Bruss, K. V. and Kopala, M., 2013. Graduate school training in psychology: Its impact upon the
development of professional identity. Psychotherapy: Theory, Research, Practice,
Training. 30(4). p.685.
Bainbridge, A., 2016. On Becoming an Education Professional: A Psychosocial Exploration of
Developing an Education Professional Practice. Springer.
Chamberlayne, P. Bainbridge, A., 2016and Bornat, J. eds., 2014. Biographical methods and
professional practice: An international perspective. Policy Press.
Crocket, K., 2014. From narrative practice in counselling to narrative practice in research: A
professional identity story. International Journal of Narrative Therapy & Community
Work. 2004(2). p.1.
Edwards, H. and Dirette, D., 2010. The relationship between professional identity and burnout
among occupational therapists. Occupational Therapy in Health Care. 24(2). pp.119-
129.
Elman, N. S., Illfelder-Kaye, J. and Robiner, W. N., 2015. Professional development: training for
professionalism as a foundation for competent practice in psychology. Professional
Psychology: Research and Practice. 36(4). p.367.
Grubenmann, S. and Meckel, M., 2017. Journalists’ Professional Identity: A resource to cope
with change in the industry?. Journalism Studies. 18(6). pp.732-748.
Kram, K. E., Wasserman, I. C. and Yip, J., 2012. Metaphors of identity and professional
practice: Learning from the scholar–practitioner. The Journal of Applied Behavioral
Science. 48(3). pp.304-341.
Lamote, C. and Engels, N., 2010. The development of student teachers’ professional
identity. European Journal of Teacher Education. 33(1). pp.3-18.
Mellin, E. A., Hunt, B. and Nichols, L. M., 2011. Counselor professional identity: Findings and
implications for counseling and interprofessional collaboration. Journal of Counseling
& Development. 89(2). pp.140-147.

Miller, K., 2018. The evolution of professional identity: The case of osteopathic medicine. Social
Science & Medicine. 47(11). pp.1739-1748.
Oliver, D. A. V. I. D., 2015. Identity work as a strategic practice. Cambridge handbook of
strategy as practice. 2. pp.331-344.
Tarvydas, V. M. and Hartley, M. T. eds., 2017. The professional practice of rehabilitation
counseling. Springer Publishing Company.
Sims, D., 2011. Reconstructing professional identity for professional and interprofessional
practice: A mixed methods study of joint training programmes in learning disability
nursing and social work. Journal of Interprofessional Care. 25(4). pp.265-271.
Online
Learning Approaches. 2019. [Online]. Available through:
<https://www.skillsyouneed.com/learn/learning-approaches.html>.
Learning and Teaching: Theories, Approaches and Models. 2016. [Online]. Available through:
<https://www.researchgate.net/publication/304119354_Learning_and_Teaching_Theori
es_Approaches_and_Models>.