University Assignment: Reflection on Costa Coffee Driving Experience

This report presents a reflective analysis of a Costa Coffee driver's experience, utilizing Driscoll's model to examine workplace challenges and successes. The report begins with an overview of the driver's responsibilities, including home delivery and providing chauffeur services, highlighting the use of technology like smartphones and GPS for efficient navigation and communication. The 'What?' section describes the current role and the technologies used. The 'So What?' section focuses on the importance of communication skills in ensuring timely deliveries and maintaining good customer service, and the impact of poor communication. The 'Now What?' section proposes solutions such as improved training for order-taking staff and enhanced packaging to improve the overall customer experience. The report also highlights the driver's positive experiences, particularly the supportive management and the importance of effective communication in identifying and addressing problems within the company. The driver's proactive approach led to rewards and recognition, reinforcing the significance of communication in career growth and workplace improvement.

PREPARING FOR
SUCCESS AT
UNIVERSITY-
KNOWLEDGE AND
CREATIVITY

TABLE OF CONTENTS
MAIN BODY...................................................................................................................................3
PART A...........................................................................................................................................3
PART B...........................................................................................................................................4
REFERENCES..............................................................................................................................6

MAIN BODY
PART A
Driscoll model of reflection is a type of model for writing reflection which works by
answering three different questions that is what, so what and now what (Driscoll (by
Borton), 2007). The experience of my working as a driver for the Costa Coffee in form of
Driscolls reflection is in the following points-
The first question is what? It means what happened. At present I am the driver
within Costa Coffee and I am providing the services of driving the car for the company.
The company provides for the service of driver as they have the option of home delivery
of the products for the services and also have the option of personal chauffer driven car
for the consumers who are not able to come to the coffee shop. This is a pick and drop
services for the consumers who are not having the personal vehicles to come to the
place (Berman, A.C. and Chutka, D.S., 2016). This is a good facility and for this the
company has also provided us with many new latest technologies so that we can
communicate with each other effectively and efficiently. For this the company has firstly
provided us with the smart phones within which the location service is embedded. This
service helps me in getting the direction of reaching to the place of consumers without
frequently asking the directions from the consumers. Also, the car which is provided by
the company has the facility of GPS in car. This helps in getting the direction of the
place to go without any delay or any confusion. Also, for removing all the barriers which
can come in the way of this service the company has divided the area of service in
between we all three drivers. This has simplified our work as we know if the consumer is
from area 1 then which driver has to go and if the consumer or delivery of order is for
area 2 then I have to go.
Another question of the model states that so what? According to me
communication is the only key for the success of the company. This is because of the
reason that if there will not be communication then how the company will assess what
the consumers desires. Now if the consumer does not clearly state its address at time of
home delivery of the product then how would I be able to deliver the order to the
consumers on time (Matusitz and Spear, 2014). If I will snot deliver the goods on time to
the consumer then the consumer will not like the services of Costa Coffee. In this

situation the manager will blame me for the delay in the services. But the actual problem
is of the employee who takes the order from the consumers. This current situation
outlines that it is very important to have good communication skills and if the skills are
not good then this will impact my career.
The next question according to the Driscoll model is now what? This answers
that now what needs to be done to have better working (Zulch, 2014). In accordance
with this I suggest to the company that they need to train the order taking staff that they
politely ask the consumers to provide with accurate address along with some key
landmark so that the address can be correctly found by me. This will help the company
in increasing its goodwill in the market as the consumers will like that the goods are
delivered on time to the consumers without any unnecessary delay. Also, the company
needs to provide for training to me and other drivers to help us learn new and latest
techniques of communication. This will help us to communicate with the consumers in
the travel. Also, one thing I would like to communicate to the manager is that the
packaging of the material needs to be a little more reliable. This is because of the
reason that till the product reaches to the consumer it is not in actual position. Hence,
the company needs to focus on the packaging.
PART B
I am happy working in Costa Coffee as a driver. This is because of the reason
that the communication within the company is very good. This encourages me to work
more effectively and efficiently as the manager here does not think that I am a driver
and must not communicate with me as I am a low post employee of the company. But
the manager here is very good and supportive. As I communicated with the manager
that the packaging of the products to be delivered needs to have more good packaging.
As I communicated this information the company took care of this aspect of packing and
also for this communication I got reward. This according to me this providing of reward
is a good technique as this motivates the low- level employees to identify different
problems within the company and to convey it to the management.
This incident helped me in learning the importance of communication. This is
because of the reason that if the communication will not be good then how would the
company will grow. I found that other driver also noticed the same problem of packaging

but he did not communicate it further. As I noticed this problem I immediately conveyed
it to the manager. And with this effective communication I gained the advantage of
earning the reward and coming in the good books of the management as being a driver
only I care for the company (Warrillow, Farley and Jones, 2015). This skill of effective
communication helped me in growing in my career as I was able to get many rewards
and also got some appreciation which motivated me to work harder.

REFERENCES
Books and Journals
Berman, A.C. and Chutka, D.S., 2016. Assessing effective physician-patient
communication skills:“Are you listening to me, doc?”. Korean journal of medical
education. 28(2). p.243.
Matusitz, J. and Spear, J., 2014. Effective doctor–patient communication: an updated
examination. Social work in public health. 29(3). pp.252-266.
Warrillow, S., Farley, K.J. and Jones, D., 2015. Ten practical strategies for effective
communication with relatives of ICU patients. Intensive care medicine. 41(12).
pp.2173-2176.
Zulch, B., 2014. Leadership communication in project management. Procedia-Social
and Behavioral Sciences. 119. pp.172-181.
Online
Driscoll (by Borton). 2007. [Online]. Available through: <
https://www.nottingham.ac.uk/nmp/sonet/rlos/placs/critical_reflection/models/
driscoll.html>