Unit 27 - Assignment 2
Work experience in business
P5. Review own strengths and areas for improvement during work experience
**Strengths:**
1. **Communication Skills**: Demonstrated strong ability to engage with customers, actively
listening to their concerns and providing clear, effective responses.
2. **Problem-Solving**: Quickly identified and resolved customer issues, offering practical solutions
and alternatives when needed.
3. **Empathy and Patience**: Showed empathy towards customers’ frustrations, particularly in
handling complaints, which helped to diffuse tension and build rapport.
4. **Teamwork**: Worked well with colleagues by sharing tasks and communicating efficiently to
meet collective goals.
5. **Punctuality and Reliability**: Consistently arrived on time and met deadlines, ensuring tasks
were completed as expected.
**Areas for Improvement:**
1. **Confidence in Escalated Situations**: Sometimes felt unsure when handling highly escalated or
difficult customers, which could be improved with further experience and conflict resolution
training.
2. **Time Management**: Occasionally found it challenging to manage multiple tasks during busy
periods, resulting in slight delays in response time.
3. **Product Knowledge**: While proactive, there is room to expand knowledge of the products
offered, which would lead to quicker solutions and more informed recommendations.
4. **Assertiveness**: Could work on being more assertive when communicating decisions or
solutions to customers, especially when handling complex queries.
5. **Delegation**: At times, took on too many tasks independently instead of seeking help from
teammates, which could slow down overall productivity.
P6. Identify improvements to be made to own personal and professional skills in response to
feedback from work experience
**Improvements to Personal and Professional Skills Based on Work Experience Feedback:**
1. **Increase Confidence in Handling Escalations**
*Feedback*: You were noted to be a bit uncertain when dealing with difficult or escalated customer
complaints.
*Improvement*: Focus on building confidence by participating in conflict resolution training or
role-playing exercises to practice handling high-pressure situations. This will enhance your ability to
manage challenging customers calmly and assertively.
2. **Enhance Time Management Skills**
*Feedback*: There were occasional delays in managing multiple tasks during busy periods.
*Improvement*: Implement time management techniques, such as prioritizing tasks using the
*Eisenhower Matrix* (urgent vs. important) and utilizing productivity tools like to-do lists or time-
blocking. Learning how to delegate when necessary will also help balance your workload.
3. **Expand Product Knowledge**
*Feedback*: You demonstrated a willingness to assist, but deeper product knowledge could have
resulted in quicker solutions.
*Improvement*: Dedicate time to learning more about the company’s products or services,
including new arrivals or popular items. Attend product training sessions and stay updated on
inventory. This will boost your ability to provide faster, more informed responses.
4. **Improve Assertiveness**
*Feedback*: You were polite and considerate, but at times you could have been more assertive
when delivering information or decisions.
*Improvement*: Work on assertive communication by practicing clear and direct language while
remaining respectful. Training in assertiveness can help you gain confidence in stating decisions
firmly and providing constructive feedback without hesitation.
5. **Develop Delegation Skills**
*Feedback*: You took on tasks independently but could benefit from seeking help when
necessary.
*Improvement*: Practice recognizing when it's appropriate to ask for assistance or delegate tasks.
Strengthen teamwork by distributing responsibilities based on each team member’s strengths,
which will help manage time and ensure smoother operations.
6. **Refine Listening and Feedback Application**
*Feedback*: You responded well to feedback but could further benefit from applying it more
consistently.
*Improvement*: Actively seek regular feedback from supervisors or peers and set actionable goals
to apply their suggestions. Reflect on the feedback, adjust your approach as needed, and monitor
your progress in those areas.
---
By focusing on these targeted improvements, you'll be able to strengthen both your personal and
professional skills, leading to greater success in future roles.
