Reflective Report: BBA Course, University Experience, and Role Play

This report is a reflective account of a student's experience entering university for a BBA course, detailing the initial feelings of nervousness and the subsequent adaptation to the academic environment. It includes an evaluation of personal development and skill enhancement, particularly in handling project assignments. The report also features a role-play scenario where the student acts as a restaurant manager, describing a challenging situation involving a drunken guest and the strategies employed to manage the situation and maintain customer satisfaction. The student reflects on the importance of reflective practice, customer management, and the development of an action plan to improve future performance, with a CPD plan included. The report concludes by summarizing the learning experiences and emphasizing the value of reflective practice in professional and personal growth. The report also includes an appendix of a CPD plan and a list of references.

Reflection

Table of Contents.
INTRODUCTION................................................................................................................................3
CONCLUSION....................................................................................................................................6
REFERENCES.....................................................................................................................................7

INTRODUCTION
A reflective report is the report which can be termed as the learning through the experiences. This
type of report tends to give the insights of self as well as practice. Learning and teaching both
consists of reflection. Therefore, a reflective report, main aim to make the individual aware of its
own self professional knowledge. Drawing support from others as well as sharing of the best
practise with the others is been encouraged by the reflective process. In this reflective report it has
been discussed what I felt when I had entered the university as well as my feeling during the
submission of my first project at the university and what improvement I had brought in the second
project submission (Fonagy and et.al, 2016).
Description
Enrolling in the university for the first time for the course of graduation. I took admission for the
course of BBA in the university. The university in which I had taken admission is one of the most
recognized university. After entering the university I had started attending the classes regularly.
After a session of class I got a project assignment. This was for the first time other than the school
home work I was writing project report. For submitting the project it was essential for me to keep
proper knowledge regarding the deadline to submit my project on time (Hendricks, 2017).
Feeling
When I got enrolled in the university I was very nervous. As I was not sure that is I am at the right
place or not. As till now I was usual to the environment of school class rooms only. Earlier in the
institution I was with the assumption that homework is the biggest problem in a students' life but
after entering the university I got to know that writing projects and doing assignments are more
difficult.
But with the time I got habitual with the environment of the university and I felt easier to live in
such environment. As in university, I had to keep my self active always because in the earlier
institutional life i.e. in school every essentially information regarding institution is been provided by
the teachers in the class rooms but now in the university every information is been placed and
pinned on the notification board. I felt that this has made me and many individuals like me to
remain active in the environment of culture of university.
Truly, soon I started enjoying this culture of university. I had an interaction with several of the
professors of this university, and I found that they are too very helpful in providing proper guidance
to their students.
Evaluation
Entering this university is one of the best decision I had taken. This I had evaluated from the
development I got in my personality and skill. When for the first I submitted my report of my
assignment I was bit nervous for the second time. Firstly, I was nervous when I had entered the

university and secondly was for this time during the submission of assignment report. I was feeling
nervous that will my file be getting posted or will it come to a feedback or as a rejected file.
Therefore, I had done my research on the project and evaluated several outcomes in order to meet
the objective of my project. Moreover, I had evaluated that I had to go through several analyses in
order to complete my project. Therefore, during the submission of my first project I had evaluated
that I had forgotten to mention appendix and executive summary in the project report which is also
one of the important point while writing a report of a project (Brosnan, Ashwin and Lewton, 2017).
Analysis
I had analysed from my decision of entering this university that, some times I take correct decisions
for my life. As by entering this university, the competitive culture of work I get has helped me in
enhancing my productivity. Moreover, I had analysed that other students and professors, over here
are kind and helpful, which made me easier to survive here for the entire course.
Conclusion
I can conclude that both the university and its environment was best in which I had enrolled for the
course. Moreover, when I had written my first project I forget to mention the appendix as well as
executive summary which is one of the important point while writing a report (Bartsch and et.al,
2019).
Action plan
I had used the strategy of action plan where I had got to know from the submission of first project in
the university. I had overcomed the negativity of this project in the next project as in the first project
I had forgotten to mention executive summary as well as appendix. But in the next project report I
had taken care to mention these points more appropriately.
Role play as a restaurant manager
In this role-play act I had been playing a role of a manager of a restaurant. My job was basically to
manage difficult customer.
Concept of reflective practice.
Basically, the concept of reflective practice can be explained as a reflective report is the report
which can be termed as the learning through the experiences. This type of report tends to give the
insights of self as well as practice. Learning and teaching both consists of reflection. Therefore, a
reflective report, main aim to make the individual aware of its own self professional knowledge.
Drawing support from others as well as sharing of the best practise with the others is been
encouraged by the reflective process (Zannini and et.al, 2017).
Explanation of my role-play
In this role-play act being the manager of the restaurant it is my prime job to manage the staff of the
restaurant as well as its customers. I have been here since 5 years in this restaurant company. I had

tackled several of the difficult customers over these years. Being the restaurant manager it's my job
to maintain peace and healthy environment in the premises of the restaurant by enabling managed
operations in the restaurant. Moreover, it is my prime concern that each guest entering in out
restaurant must get the most prominent and desirable services. Moreover, in order to get repeated
customers it is very essential for me to provide the customers with healthy and peaceful
environment along with the hygienic food (Lees, 2017).
Case of drunken guest
Recently I had gone through one critical situation, one drunken man had entered our restaurant. He
was so much drunken that he had stolen food from the plate of the other guests. When other guests
had objected for this action of this drunken man, he tried to bully the other guest by showing its
power of post. Such as by the comments like do you know me who I am, and describing his
personality as the lawyer. When I saw this critical situation going in my restaurant, I am being the
manager of the restaurant is having the responsibility to tackle such difficult guest, I straight
forward moved to this guest and warned him. I told him that whoever you are, whether a lawyer or
anything, but the nuisance you are conducting is not at all allowed anywhere. I warned him to move
out of the restaurant. Moreover, I told him that is not at all OK to stole food from the plates of the
other guest, and as you had already stolen the food from the plates of the other guests, so keep that
with yourself only. I had forced it to move out of the restaurant as such customers are not at all
required by any restaurant (Schafer, Snider and Sammour, 2016).
For some time, this situation of drunken man had placed fear in the minds of the other customers, as
they were feeling like the place is not safe to have food. So I played my role of manager in the most
effective manner to gain the faith of the other customers that this has happened for the first time in
our restaurant. Moreover, in order to apologize for such worst condition I had made the bill free for
all the guests of the restaurants at that time. This had helped in making the guests normal again
from the situation of fear and anger for some individuals.
Therefore, being the manager I think I had played the most appropriate role by making efforts to
satisfy my customers or guests. I think the situation that arises was the worst but how I tackled it to
make the other guests normal again, is the most appropriate role-played by me by making the bill
free for each of them who are present at the moment.
Moreover, to make sure that such condition must not arise in the future, I will recommend the
restaurant owner to place an bouncer at the entry of the restaurant. To make sure that this drunken
man or such similar cases may not arise in the restaurant (Shum and et.al, 2016).
Therefore, in my role of manager of the restaurant I had paid efforts to maintain the reputation of
the company of the restaurant. As this case of drunken man was very much critical. As if, if the
other guests who got disappointed were not been handled with this effective criteria of the customer

handling, then soon the restaurant will be lose its reputations in the marketplace.
Appendix
CPD plan
What I need to
learn?
What I had to do
to achieve this?
What resources or
support will I
need?
What will be my
success criteria?
Target dates for
review and
completion.
Effective customer
handling
By going through
my management
books again.
By reading several
other case studies.
It will help me to
enhance my
restaurant's
customer base.
2 months
Problem solving By watching films Gaining
knowledge
through internet
More customers
will get attracted
with the
company's
services
3 weeks
Negotiation By trying to
provide the
complete
information
required by the
customers
Enhancing my
knowledge in
every department
of this restaurant.
Guest will be
having healthy
faith in the
restaurant, as they
are not charging
unnecessary of
any service.
3-4 weeks
CONCLUSION
This report can be concluded as, a reflective report is the report which can be termed as the learning
through the experiences. This type of report tends to give the insights of self as well as practice.
Learning and teaching both consists of reflection. Therefore, a reflective report, main aim to make
the individual aware of its own self professional knowledge. Drawing support from others as well as
sharing of the best practise with the others is been encouraged by the reflective process (Stevenson
and et.al, 2018).

REFERENCES
Books and journals
Fonagy and et.al, 2016. Development and validation of a self-report measure of mentalizing: The
reflective functioning questionnaire. PLoS One, 11(7), p.e0158678.
Hendricks, C.C., 2017. Improving schools through action research: A reflective practice approach.
Pearson. One Lake Street, Upper Saddle River, New Jersey 07458.
Brosnan, M., Ashwin, C. and Lewton, M., 2017. Brief report: Intuitive and reflective reasoning in
autism spectrum disorder. Journal of autism and developmental disorders, 47(8), pp.2595-
2601.
Bartsch and et.al, 2019. Reflective thoughts about violent media content–development of a bilingual
self-report scale in English and German. Media Psychology, pp.1-26.
Zannini and et.al, 2017. Learning to grasp the emotional dimensions of clinical practice and their
powerful meaning. A study on how medical students’ report patients’ grief in their reflective
writings. In Creativity in the Psychoanalytic Process and in Lifelong Learning.
Lees, A., 2017. Evaluation of Reflective Practice Group Project: Brighton & Hove Children’s
Services Preliminary Report.
Schafer, A., Snider, L. and Sammour, R., 2016. A reflective learning report about the
implementation and impacts of Psychological First Aid (PFA) in Gaza. Disaster health, 3(1),
pp.1-10.
Shum and et.al, 2016, April. Reflecting on reflective writing analytics: Assessment challenges and
iterative evaluation of a prototype tool. In Proceedings of the sixth international conference
on learning analytics & knowledge (pp. 213-222). ACM.
Stevenson and et.al, 2018. Reflective Writing: A Transitional Space between Theory and Practice.
In Transitions in Writing (pp. 264-299). BRILL.