PERSONAL SKILLS AUDIT AND ACTION PLAN
Developing professionals
Assignment 2- MAN1087
Word count: 2986
– Executive Summary (don’t count)
The main purpose of my written report is to critically reflect on all my skills which I have developed on throughout my education and working. These skills will be analysed within my skills audit which will provide my current chosen skills and the level which I feel I am currently working at within it. This will include examples and how I feel I could improve to ensure I reach my maximum potential. I will also include in this report an action plan which will include how I am planning on developing my current skills.
In this report I have additionally included an action plan with my three main key objective skills. The action plan consists of the tasks that I can attempt to help me make progress. Furthermore how the tasks will help, including a time frame to do this by will do and a time fame which will give a target to aim to achieve by.
To understand the skills in which are most valuable when working in the travel and tourism industry which make someone more employable, I researched this and found a definition proposed by Mantz Yorke who suggested, the skills, personal attributes, and understanding will make graduates more employable and successful in their chosen occupation, which would therefore benefit themselves, the community, the workforce and the economy. (developing employability for business, 2013)
Introduction
In this report I will compare and analyse my current level of personal skills against the ones usually sort after in the travel and tourism industry. My current skill level will then be examined through a skills audit table, which will include a summary of a specific skill, how confident I am with this skill, an example of where I have used this skill and whether it needs to be developed. I will also develop a strategy for achieving this skill to the best of my ability.I will then continue to reflect on these skills and provide an action plan detailing how I will improve on these over the next couple of years throughout my time at university and my professional training year.
Skills audit
The table below shows my skills audit which lists many of my current skills which i have gained throughout my life, including education and part- time jobs.
Being in education for a large proportion of my life has benefited me massively as it has helped me gain skills (shown in figure 1), additionally working in a pub has allowed me to gained many new skills which I can further develop on as I get more experience and knowledge, in which the audit will show what I could improve on to make me reach my full potential in the chosen skill.
Figure 1:
Skill how I have used the skill Confidence level (1-5) Explain Improvement
Customer service Skills
This involves helping customers effectively, which involves being able to handle any issues to ensure customer satisfaction. When working in the pub, good customer service was essential to ensure customers where always happy, this involved handling complaints professionally and effectively, giving them good service to which they would want to come back. 4 I feel I have mainly good customer service skills, as recent customers who have visited the pub leave reviews and feedback about the customer service which is mainly all positive. I think I need to improve my knowledge of the business I am working for as it is a key factor in good customer service. This is something which I could have improved on when working as a waitress, when customers asks questions it is important to be able to know the answers to ensure quick customer service, for example not knowing the specials for that day when a customer asks. To improve this, I need to make sure I ask the manager when getting to work to ensure I am prepared, this will speed up customer service ensuring a happier customer.
Communication Skills
This is the ability to convey information to another, which can be verbal or non- verbal. when working in the pub it was essential to have good communication skills as it meant I would be able to regularly ask customers how the experience was and if there was anything that could be improved on to make it better. 3 My communication skills are good when in come to one to one communication but when it comes to public and group speaking I tend to not do as well as I feel more under pressure. When doing group speaking (presentations) I struggle a bit as I tend to feel under more pressure meaning I am not able to do my best which effects my confidence, but by doing this more often I would get used to it and become more confident.
Time management Skills
This is the process of planning and organizing how to use one’s time effectively or productively when working. This is a skill I developed on throughout college as I took all coursework-based subjects, this meant having multiple pieces of work due in on the same day, I was effective with this as I made sure to plan
And prioritise different pieces of work to ensure it to be done on time. 5 I would say this is one of my strongest skills which I have, as it has been developed on throughout secondary school and college from doing coursework and assignments. No improvements need to be made
Teamwork skills
This is often a crucial skill needed in life, which involves members bringing their individual skills together to construct a productive team. This is a skill that I have recently worked on as my more recent piece of work was to create a presentation in a team, to ensure we got this work done to our best ability we made sure to have regular group meetings to ensure we all knew what we were doing, this helped as it meant we could all put our individual skills together in order to help each other out if we needed help. 3 I would say this is a skill I will need to further develop on, as it isn’t one of my strongest but there are some attributes within teamwork which I would say I fulfil, this includes being a good listener. I could improve on this skill by putting more of my input into group activities, as I stated in my communication skills, I need to develop further on public/ group speaking, ones I have improve on this I will then find it easier when it comes to putting my ideas into group work.
Self- motivation skills
This includes the ability to effectively get things done without the influence or motivation of others. Self- motivation is a skill that I have used many times, this included in my education and part time jobs.
By having a job, it can mean occasionally having the early shift with long hours which can be demotivational, I made sure this didn’t happen by choosing a job I enjoyed this meant I would always be motivated to go to work, and wanting to work to my best ability. 5 This is a skill I feel I am good at as I know what motivates me, as I have needed to do this throughout most of my jobs. No improvements need to be made
Problem solving skills
This is the process of working through problems to try find a solution. Problem solving is a skill which I progressed on throughout working at the pub, as sometimes customers wouldn’t be happy with the food for example, and it was my job as an employee to ensure the customer was always right and deal with the complaint effectively and efficiently. 3 This is a skill I feel I am good at but I also feel there are parts which I could improve on to make me better. When working in customer service it is inevitable to come across problems which you have to resolve yourself, occasionally when faced with a problem I would panic in these situations as I would want to make sure I resolve the issue effectively but because I am under pressure I might make the wrong decision. I feel I could improve on this when faced with a problem I need to solve in the workplace it is important to be able to think how to resolve it qu
ickly and effectively, this is something I need to improve on as I tend to not work well under pressure which can result in bad decision making, consequently in the problem not being addressed as well as it could be.
Self- reflection (critical reflection and self- awareness)
My skills audit shown in (figure 1), displays all my strengths and what I can do to improve these skills to make myself more employable. When going into the travel and tourism industry there are many skills which are compulsory for employers, these are mainly customer based.
The most common skills required for employers when looking to employ someone in the T&T (Travel and tourism) industry include ‘communication and teamwork’, due to the job role being mainly customer based these skills are normally required when looking for new employees. (Skills to perfect in tourism, 2016)
– Learning skill Theories:
Figure 2, shows Gibbs Reflective cycle, this cycle makes someone think systematically about the points of experience or activity. This table is more popular amongst students as it helps when requiring reflective writing.
(Figure 2)
Reflective cycle, (Gibbs, 1988)
Figure 3, shows the Experiential cycle, this cycle has four stages of separate learning styles, as Kolbs theory involves a learner’s internal cognitive processes. Kolb’s explains in his cycle the theory that different people prefer certain individual learning styles.
(Figure 3)
The Experiential Cycle, (Kolb’s, 1984)
(Figure 2 and Figure 3) show the different learning skills learnt through either experiencing them first hand (Kolb’s) or through academia (Gibbs). The theory which I think best suits me and my current skills is the Gibbs cycles as I prefer to write things rather than taking part in lots of activities, this cycle is best suited to most students also.
Skills that I currently working at can be found through looking at my past education and experiences, this include secondary school, college, university and past jobs.
Most of my skills where developed when working and during college, as this was the stage at which I got my main qualification which help create my CV, this allowed me to see what I had achieved giving me self- motivation to achieve and further my education and knowledge. During college I received a Merit, Distinction and Distinction*, which helped motivate me further. Due to having to only go in four days a week for college it meant I could get a part time job on my days off which helped me gain valuable skills, these included working with new people and teamwork, this also helped me during college as it allowed me to improve my communicational skills further as this was being developed through meeting new people every day through my place of work. But working also had a negative impact, as due to me spending my only days off at work meant I didn’t have extra time to do coursework outside of college which meant I fell behind on assignments and coursework, which meant I wasn’t able to work to my full potential, this taught me to prioritise my coursework over most other things.
When starting at the university of surrey there are many new skills which I have developed as at first it is hard as you are out of your comfort zone, but it means gaining more independency.
When first starting out at my job at the pub ‘chequers’, I found it difficult as I didn’t know the names of all the products we sold due to lack of training, as they threw me into the deep end, at first I struggled as it was my first job meaning I didn’t quite know how to deal with these situations, but using my communication skills helped as I realised I could speak to my colleagues about situations like this which I was eventually able to resolve, this also helped me develop on this skill.
Action plan
Action plans are important as they show someone the key objective skills, the tasks someone could take place in to help improve the chosen skill and how long it will take someone before they can do this skill to their full capability.
Objectives Tasks that will help develop the objective How will this task help? Time taken?
improving my Problem-solving skills To improve this skill, I could push myself when faced with a problem at work by creating measurable solutions and evaluate the best resolution when faced with a problem which means the customer is always happy. By pushing myself and resolving the issue more effectively it will mean I will learn to work better under pressure allowing me to make more tactical decisions. Always going to have problems to solve when working which means there is no time frame.
Improving communication skills To improve this skill, I could take part in my group and team-based activities involving public speaking. By taking part in more group activities and public speaking it will improve my confidence making me better at public speaking. 2 years (after university)
Improving my teamwork skills To improve this skill, I could take part in more team-based activity’s at university, for example joining more societies/ clubs. By taking part in more clubs it will allow me to improve my teamwork skills and will also help with leadership. 2 years (after university)
Conclusion
In conclusion, this report provides and comprehensive view of all my key skills, including both my strongest skills and my weakest ones. All of which I have analysed in order to find a solution to help me improve on these skills. Especially the skill required in the travel and tourism industry. This will help significantly in making me a more suitable candidate in the future when I go on to seek employment in the travel and tourism industry.
Appendices
Contacts:
Address:
Home: 69 Shelves Way, KT20 5QQ
University address: Hamilton drive 23 at Hazel Farm, GU2 9PL
Email:
Sr161646@reigate.ac.uk sophie.robinson2000@icloud.com
Mobile no:
07539 083507
Skill level:
Sophie Robinson
About myself,
I am 18 years old and currently an undergrad at the University of Surrey, in my first year of university, studying international Tourism Management. I am confident and enthusiastic about working; I enjoy working with people and I am a driven team player with exceptional communication skills, I love completing tasks to my best ability. I am hard working and enjoy a challenge.
I am currently a full- time student which means I am not available to work every day, but the days I am available to work include, Tuesday before 4PM, Wednesday after 1, Friday before 3 and most weekends. After the 15th of December I am available to work most days.
Education/ Qualifications-
2018- 2021, University of Surrey
I am currently an undergraduate at the ‘University of Surrey’ in Guildford, studying International Tourism Management.
2016- 2018, Reigate college
I studied at ‘Reigate college’ from 2016 to 2018 at which I got a Distinction in Business studies, Merit in health and social care and Distinction star in Travel and Tourism, which I am currently studying at the university of Surrey to get a degree.
2011- 2016, Rosebery secondary school
I have studied at ‘Rosebery secondary’ school, from 2011-2016, during this time I was able to get 7 GCSEs; in English language, Core Science, Additional Science, Business studies and Health and social care, I also got a grade B in maths and Performing arts.
2004-2011, Tadworth Primary School
Interest/ Hobbies:
My interests include…
Swimming, Gymnast
ics, Ice skating, Gym and traveling.
Extras:
Full driving licence
From November, 2017
Birthday
29th of August 2000
References:
Senior Tutor at college-
Susie Ferguson (Head of UVI Travel and Tourism) Reigate College, Reigate 01737 221118x 533 Susie.ferguson@Reigate.ac.uk
Manager-
‘Checkers pub’ Checkers Pub, Walton on the Hill 01737 812364 Chequers@Youngs.co.uk
I have completed ‘The Duke of Edinburgh’ Bronze award which I achieved over the year in 2015. I also did a lifesaving course which I managed to get my Bronze, Silver and Gold award in (from 2013-2014), before this I got my Bronze, Silver and Gold Swimming Certificate (from 2012- 2013). While I was at school I managed to get my Trinity College singing Certificate which I got to Grade 4, and Grade 5 in Musical theatre. I have also got to level 7 in Trampolining (2014).
I also have a full driving licence since November 2017.
Experiences/ other-
My experiences include being a shop assistant in Oxfam, Epsom which I did for my Bronze D of E as work experience, I volunteered here from September 2015- March 2016, which was around 7 Months.
I occasionally babysit for friends and family which I have done for a few years.
When I was in year 11, I helped out with the Year 7, as a peer group leader. Me and a few other people in my year where chosen for this job as only a 10 where chosen in the year group, this job meant I helped the year 7s if they wanted advice of help with something.
I also helped with a cake sale raising money for a charity in 2015 for my school as each class had to put together an event to help raise money.
Working in ‘The Checkers Pub’ in Walton on the Hill; I worked here for 6 months from January 2017- July 2017.
My most recent job was ‘Coughlan’s bakery’, which I work for around 4 Month (June- September), I enjoyed this job but had to leave as I went to university which wasn’t nearby.
References:
– Mary Lumley, James Wilkinson, M, 2013. Developing Employability for Business, 1st edition online edition (https://books.google.co.uk/books?id=zq8VAgAAQBAJ&source=gbs_navlinks_s)
– My world of book, M.W.O.B. c2016. Skills to perfect, if you want to work in tourism. (10/12/18). Online edition (https://www.myworldofwork.co.uk/five-soft-skills-perfect-if-you-want-work-tourism)
– Reflective writing: about Gibbs reflective cycle, R.W.c1998. Gibbs reflective cycle. Online edition (10/12/18) (https://www.brookes.ac.uk/students/upgrade/study-skills/reflective-writing-gibbs/)
– Kolb's learning styles and experiential learning cycle, E.L.C. c2017. Kolb's Experiential cycle. Online edition (10/12/18). (https://www.simplypsychology.org/learning-kolb.html)