Professional Development

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Table of Contents
TASK 12
1.1 Personal Development Plan2
1.2 Evaluate Professional Skills2
Strategies to evaluate professional skills3
2.1 Skills Audit for Identification of Learning Styles3
Importance of learning style to an organization:5
2.2 Professional Development Priorities6
TASK 27
3.1 Personal Development Plan7
3.2 Suitable Methods to Assess PDP7
3.3 Impact of Own Learning9
Bibliography11
My Personal Development Plan12

TASK 1
1.1 Personal Development Plan
The Learning and Teaching Support Network defines personal development planning (PDP) as ‘a structured and supported process undertaken by an individual to reflect upon their own learning, performance and/or achievement and to plan for their personal, educational and career development’ (Jackson, 2001, p.1). Personal development planning is a structured and supported process to assist students in arranging their own personal educational and career progression. Woztczak defines a Personal Development Plan (PDP) in the context of medical education as: A list of educational needs, development goals and actions and processes, compiled by learners and used in systematic management and periodic reviews of learning. It is an integral part of reflective practice and self-directed learning for professionals. It can be equally valuable in teacher-directed medical training for maintaining learner-centered approaches and shared objectives. PDP can be used to manage learning needs systematically, to set development and performance improvement goals, organize learning activities and review outcomes. Some educational organizations accept completed plans for accredited professional development and health managers link them with appraisals [Rapidbi, Nov 2012]. For me to be the future manager I need to possess the following qualities and skills with respect to the call centre and I should be able to do the following: * Assess the current state of call centre

* Key call centre metrics
* Monitoring key metrics
* Effective service level agreements with customers
* Effective operating level agreements with internal staff * Create business case to justify staffing needs
* Create standard operating procedures
* Quality monitoring requirements
* Build a successful motivation plan
* Build a training budget and training plan
1.2 Evaluate Professional Skills
Following are some of the professional skills required in order to progress in your working environment. * COMMUNICATION
* Oral
* Written
* PROBLEM SOLVING
* Trouble shooting
* Personnel
* Customer and Public Relations
* SUPERVISION & MANAGEMENT
* DECISION-MAKING
* PLANNING
* INNOVATION, CREATIVITY, DEVELOPMENT
* ORGANIZING
* DELEGATING
Strategies to evaluate professional skills
Interviews can be valuable evaluation instruments, as they provide, with the interviewer’s ability to probe for answers, more in-depth information than do questionnaires. Interviews can be administered by administrators, peers, or outside evaluators (who are often used to maintain objectivity and to solicit honest responses). Interviews generally are administered using protocols, which can be structured or open-ended. Structured protocols are essentially similar to questionnaires that are administered by mail or by telephone, and also may include both close-ended and open-ended questions. Open-ended questions are likely to include a series of “probes,” which serve as prompts to help ensure that the respondent fully understand the questions and considers all possible options when responding. 2.1 Skills Audit for Identification of Learning Styles

Skills audit is a process that can be used to identify the skill gaps in an organisation. The outcome is a training needs analysis that identifies where training is needed.  So a skills audit results in:

* An understanding of the skills required and the gaps the...
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