Professional Development Report: ICT Skills & Roles Analysis

This report details a student's professional development as an ICT customer assistant. It explores key concepts like personal and professional development theories, employment roles, and the setting of performance objectives. The report delves into interpersonal and transferable skills, effective communication, time management, and team dynamics. It examines problem-solving methodologies, including problem specification, solution identification, and implementation, using tools like the Fishbone diagram. The report also covers communication theories, learning styles, and reflections on personal experiences. Appendices include a skills audit matrix, personal development plan, and a CV in the style of personal development, providing a comprehensive overview of the student's growth and application of skills within the workplace.

PROFESSIONAL
DEVELOPMENT

Table of Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
Principal concepts and theories of personal and professional development..........................4
Employment role, responsibilities and the required skills to perform the job role................5
Current personal performance objectives and how these are set and monitored as part of an
appraisal system......................................................................................................................5
Organisational objective and how these relate to the performance objectives of the individual
................................................................................................................................................6
Skills Audit Matrix.................................................................................................................6
Personal development plan.....................................................................................................6
CV resume ion the style of personal development.................................................................6
TASK 2............................................................................................................................................6
Principal concept and theories of interpersonal and transferable skills.................................6
Effectively communication in the organisation......................................................................7
Use of interpersonal skills......................................................................................................7
Managing time at the work place...........................................................................................7
TASK 3............................................................................................................................................7
Concepts and theories of the dynamics of working with others.............................................7
Working with others at the working place.............................................................................7
Role of teams and how they are built.....................................................................................8
TASK 4............................................................................................................................................8
Principal concepts and theories of problem solving...............................................................8
Problem faced.........................................................................................................................8
Process used to specify the problem.......................................................................................9
Identifying possible solutions.................................................................................................9
Tools and methods used to solve the problem........................................................................9
Fishbone diagram...................................................................................................................9
Planning and implementing a solution...................................................................................9
Evaluation of the problems solution.....................................................................................10

TASK 5..........................................................................................................................................10
Concepts and theories of communication including oral, written, interviews and conducting
meetings................................................................................................................................10
Reflection on personal communication experience..............................................................10
Learning’s.............................................................................................................................10
TASK 6..........................................................................................................................................12
Summarise the principal concepts, theories and models of learning and learning styles.....12
Reflecting on your own personal learning style, describe how your learning style, concepts,
theories and models of learning............................................................................................12
Discuss whether you have learned anything new from the various concepts, theories and
models of learning................................................................................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Professional development can be defined as the process which is learning to earn or
maintain the professional credentials like academic degrees to formal coursework, attending
business meetings or conferences and informal learning opportunities situated in the practice
(Darling-Hammond, Hyler and Gardner, 2017). The main purpose of this process is to improve
the learning system for the educators and to help them to grow in their respective fields. The
present report will based on the learning outcome generated from Information communication
technology(ICT) based in UK as a customer assistant. The report will explain the learning and
dynamics of working with others, acquired interpersonal and transferable skills, problem solving
skills, etc.
TASK 1
Principal concepts and theories of personal and professional development
Personal and professional development is a continuous process of the person and
collective examination and improvement of the practice. It helps in empowering the individual in
taking effective decisions in complex situations to solve the problem in efficient manner.
Different people consists of different abilities of learning and performing the activities
accordingly. So it is very important for every individual to analyse the methods which will help
them to develop effective skills in appropriate manner. The theories of developing personal and
professional development are described as follows:
Development through learning: This theory is a very effective method that helps in
keeping a individual in touch with the new innovations, changes and challenges taking place in
the market that impact on the performance and efficiency of the individual and helps them in
developing knowledge that will help in constructing required solutions effectively.
Development through apprenticeship: This is the very useful method of developing
personal as well as professional skills of an individual because in this theory one can apply the
knowledge learned during the ongoing tenure in the company with the help of managers and
mentors. It will also lead in building great confidence for the future challenges (Dixon and et. al.,
2014).
Self managed development: This theory helps the individual in developing own methods
for his development. The individual takes all the initiative to learn, training and knowledge with

the help of organisation one is working in as it is their responsibility to develop the professional
and personal skills in the individual effectively.
Employment role, responsibilities and the required skills to perform the job role
I work as a full time customer assistant in ICT and need to handle the paperworks like
daily reports and check lists of the customers. The responsibilities I need to focus on is taking
good care of the customers and providing them with all the needs and requirements. I also had
the responsibility of hiring the suitable candidates for the job by taking interviews and to
implement good business strategies to run the business operations effectively. To perform the job
and responsibilities in effective manner proper skills are must to be used. As, my job was to
handle the customers it required good communication and managerial skills. To make decisions
in hiring suitable candidate enforces good decision making skill. With all these skills I also
posses some other skills like leadership, interpersonal, etc.
Current personal performance objectives and how these are set and monitored as part of an
appraisal system
The current personal performance objective enables in order to plan and organise their
work with the objective of attaining predetermined results. The performance objectives will be of
developing new job skills that will help thrive in their work and to take on responsibilities in an
effective manner. To support the vision, mission, values, strategies of the organisation.
Collaborating with their colleagues with greater transparency and understanding mutually (Forte
and Flores, 2014). To plan and to implement successful projects and initiatives for increasing the
profitability of the organisation.
Without setting clear objectives a individual may feel aimless about his work and it will
lead in creating disengaged with the job and will result in bringing loss for the firm. The clear
objectives also helps in receiving a good appraisal from the company. The objectives are set with
the purpose to increase the efficiency of work which will help in delivering successful projects
for the company and to motivate the good performances the organisation also give good
appraisals to the employees which them boosted and encourage to work more effectively. The
personal performance objectives are set with the aim of getting appreciation and to receive high
incentives. The supervisor monitors the work performance and it also helps in analysing the
problems coming the way. The appraisal system consists of point like performance effectiveness,

providing positive feedback, encouraging employees to begin setting the objectives for the next
rating period, etc.
Organisational objective and how these relate to the performance objectives of the individual
The objectives of the organisation consists of a aim of getting high profitability in the
market and to deliver the good quality services to the customers to maintain the goodwill of the
company in the market. These objectives helps in determining the working procedure for the
employees and encourage them to create their personal objectives accompanying the
organisational objectives in effective manner (Kennedy, 2014). If the organisational objectives
will be of high standards it will eventually lead in expecting high performances form the
employees and will motivate them to increase their working capabilities and delivering best of
their efforts accordingly.
Skills Audit Matrix
This section is explained in the appendix 1
Personal development plan
This section is in the appendix 2
CV resume ion the style of personal development
This section is described with the appendix 1
TASK 2
Principal concept and theories of interpersonal and transferable skills
Interpersonal skills is the quality in a person which helps in interacting and
communicating with others in an effective manner. These skills consists of the ability to build a
good relation with the other people in less time period and helps in improving the work
performance in the context of the business organisation. The interpersonal skills includes traits
like active listening, teamwork, responsibility, dependability, leadership, motivation, patience,
flexibility, empathy.
Transferable skills are the traits in a person that helps in adaptability, organisation,
teamwork, etc. and it will be useful for the employees across the different jobs and organisations.
Transferable skills can be helpful at the time of applying for new job as a individual can use the
past experience effectively.

Effectively communication in the organisation
With the help of good interpersonal and communication skills I was able to communicate
in an effective manner at the workplace. As, my duty was to assist the customers, manage the
hiring process, and to see the paper works all these task required proper communication skills in
a very effective manner.
Use of interpersonal skills
The interpersonal skills used by the me at the workplace was in need as I have to hire the
employees for the organisation, it required to choose the suitable candidate and to come to that
decision it requires to interact with the other in best possible manners. I also used my this skill in
managing the customers in effective manner and to make them feel comfortable and satisfied.
These skills will have a great impact in creating a good relation with the colleagues and will lead
in making the work friendly environment.
Managing time at the work place
I used to manage my time at the work place by completing the assigned task in desired
time period and used to manage the work in a very effective manner. Managing time is very
important as it increases the productivity of the work and result in creating success for the person
as well as the organisation.
TASK 3
Concepts and theories of the dynamics of working with others
The dynamics of working with others plays a very important role in the business and is a
critical component for the successful management. When a good dynamic exists within the
organisation working for a common objective leads in improving the performances of the
individuals in a effective manner (Korthagen, 2017). Poor working dynamics will result in
affecting the performance in a negative manner. The theories of working with others dynamics
consists of strong leadership, recognizing how personalities affect team dynamics, understanding
the life cycle of a group, effective communication among the employees.
Working with others at the working place
My experience of working with other was very good, as I have a good interpersonal skills
which really helped in making good relations with the other employees and helped in carrying

out the work in a successful manner. To work in a coordinated way it is very essential to have an
good understanding of each other role and duties in proper manner to avoid the confusion and
conflicts. The management of my organisation effectively distributed the duties in effective
manner which also resulted in increasing the working efficiency of the employee in friendly
working environment. As, I worked as a customer assistance it was needed to work effectively
with the team because I needed to fulfil the demand properly.
Role of teams and how they are built
Teams in a organisation are group of people working together to achieve a common
objective in a desired period of time. A team can lead the assigned project in a very effective
manner as it involves a group of people where the duties are distributed properly that increases
the working efficiency and helps in getting desired results. The teams are built on the basis of the
capabilities of employees (Nicholls, 2014). A proper team is constructed by gathering different
peoples with different set of skills to carry the business operations in effective manner.
TASK 4
Principal concepts and theories of problem solving
As I am handling small business of ICT from a long time period and I have seems that
most of my teammates are inexperienced and less skilled which is mostly influencing problem
that restricts me in further development of my organisation. For solving these problems, I have
opted some concepts like training and delegating so that these problems can be sort out in short
time period. For improving the skills and strength of my teammates I have conducted training
and development programmes for them and also make smaller components of complex activities
so that task would be finished in predetermined time frame.
Problem faced
The main problem which was arisen during my supervision role were conflicts and issues
of the employees and the cause was improper structure of the management along with
inefficiency of employees. The main reason behind these problems were company has not
formulated effective communication structure due to which the problems and issues are not
considered by the management that has increases dissatisfaction among them. It also made them
ineffective in nature due to which firm was not taking expected growth in the marketplace. These
problems have also influences profitability and productivity in negative manner because

employees are working as per their requirements and there is no controller and supervisor on
them who can monitor their activities.
Process used to specify the problem
In order to overcoming these problems, I have identified some effective measures like
formulating effective communication structure so that problems and issues of employees can be
known and relative steps can be taken. After a shorter period of time, I have seen that employees
have discussed their all problems and difficulties due to which I have also take relative measures
for solving these. I have also seen that they are not performing well so that I have decided to
provide training programme to them so that expected productivity or profitability of firm can be
gained in a less period of time.
Identifying possible solutions
After specifying the problem faced in the organisation it is the time to identify the
solutions in a effective manner to carry out the work in desired way. To identify the solution i
prepared a strategy to eradicate the problem and improved the communication channel within the
organisation to solve the issue of communication gap. I made a proper research regarding the
issues and gathered proper solution methods to apply in the organisation.
Tools and methods used to solve the problem
I used the method of active listening and training people to resolve the conflict among the
employees. I also used the Kenneth Thomas and Ralph method of avoiding conflicts in the
organisation which include the steps like avoiding, defeating, compromising,
accommodating and collaborating. I also applied some rules and regulations within the team
and assigned duties according to their skills and capabilities.

Fish bone diagram
Illustration 1: Fish bone diagram
This diagram defines the problems faced in the organisation and also helps in identifying
ways to eradicate these issues in effective manner by adopting suitable methods like introducing
communication channels, team meetings, introducing training programs, etc.
Planning and implementing a solution
I planned the above discussed solutions for the problem and implemented them by
establishing a common objective for the employees and by defining the ways by which those
common objectives can be achieved effectively. I established the common grounds and
defined the roles and responsibilities properly to the workers. I also encouraged them to
work towards the desired objective of the organisation for achieving success for all.
Evaluation of the problems solution
After finding the problems and specifying the best possible solutions, using the tools and
methods to solve them, preparing a proper implementation process here comes the time of
making a evaluation of the problems solution to check whether it is working in the effective

manner or not. The basic steps required to evaluate the problem solutions were to check the
performance of the employees and the progress of the business activities taking place.
TASK 5
Concepts and theories of communication including oral, written, interviews and conducting
meetings
It involves transmission of verbal and non verbal messages and helps in conveying
required information in effective manner. Communication involves full understanding of the
behaviour of people and delivers accordingly. The communication activities require knowledge
and skills to realize the ultimate goal of behaviour change because the beneficiaries find no
relevance in the activities (O'Hanlon, 2014). Communication plays a very important role in
managing the organisational work and to carry out the organisation work smoothly. It helps in
describing the purpose in actual manner and makes the objectives clear to all the members.
Reflection on personal communication experience
My personal experience with the communication in presentations, interviews and meetings
was very good. As, my communication skills are good i feel at ease in making good
communication with the team members. My personal way of communicating is a bit
different from the theories of communication. The concepts and theories of communication
is a very formal and precise in their terms but i have my own way of communicating and it
is a unformal style as compared to the concepts and theories.
Learning’s
I learned to communicate in a formal way while giving a presentation and conducting the
interviews. It has helped me in making effective use of the skill and made a great impact on
the working procedure. It will really help me in gathering effective knowledge of the
concepts and theories of the communication that will help me in future time to handle the
challenges in effective manner.

TASK 6
Summarise the principal concepts, theories and models of learning and learning styles
Learning style is a style which is mainly connected to the person nature and also they use
to gain things by different sources such as social learning style. In my context, I use to put my
focus on social learning style, in which major priority is to learn from different social aspects
such as family members, friends & peer as per their pat experience.
Reflecting on your own personal learning style, describe how your learning style, concepts,
theories and models of learning
I believes into the behavioural approach, in which learning is majorly depends on particular
behaviour of an entity. This will be suitable answer is behavioural theory or social learning style
would linked together to make effective learning and suitable outcomes for mine. It personally
use this style, because of its power to enrich people on major priority or also led solution of
bringing effective relationship with others. Before, giving tot this style, I was giving importance
to the behavioural style, in which focus was on enhancing or bringing positive into my
personality, but unfortunately, this has proved failure by using this style.
Discuss whether you have learned anything new from the various concepts, theories and models
of learning
From this learning style, I have learnt several things such as ability to engage other in the
process of learning along with recognising their efforts and a true efforts to make the relationship
with others from powerful, while in situation of future learning. The behaviourist approach is one
of the most suitable approach in order to make my behaviour or attitude more fruitful to enhance
the suitability of the learning in order to accomplish defined goals and targets linked to the
learning scope. It was noticed that style can be varies with period of time with change in the
behaviour of the person or also I may go for any other learning style or other learning theory
associated to the future learning. Future learning needs to have effective planning & controlling
to measure the results of it for career development or empowerment.