BTEC Health and Social Care Level 3, Unit 6 - Work experience in health and social care.(Person BTEC National Health and Social Care student book 2).
I achieved a Distinction on this Assignment, Sections covered: P2,M1,D1 ( This is due to lockdown , we were only permitted to complete the first a...
Skylar Beckham , Student Number 8967578
Skill- “the ability or talent to do something well”. Definition found in the (Person BTEC
National Health and Social Care student book 2)
Attribute- “a quality which contributes to who you are, helps form your personality”
Definition found in the (Person BTEC National Health and Social Care student book
2)
In placement my responsibilities are the following, serving on the tills and working on
the collection counters. I provided assistance on the shop floor and help out in the
stock room loading eBay parcels on the shelves. As well as work with the
management team to deliver your store’s goals and targets. Ensure that the shop
floor is kept clean and up to the high standards for Argos management as well as
customers who shop there.
Down below I have listed all the skills am developing or have develop since starting
my placement.
The Organisational skills I’ve obtained from my placement have been good planning
and scheduling skills, this is a result of having to plan and manage the responsibility
of my placement alongside other external factors e.g. college, course work and
social/personal life. In order to reach the highest possibility and best outcome in your
performance you must manage your time as well as scheduling and planning the
right amount of time to invest in every duty you have in your life. In my placement we
can be given training tasks to complete on are training app portal and its important
that this must be completed within a certain timeframe to when it is given. The longer
you wait to do it longer the longer it takes you to understand the new process of
which things are being handled which was the reason for the training being handed
out in the first place. Not only are you not being a team player by not cooperating
and doing the task that was asked of you , you are also potentially letting the other
member of your team down as if potentially you get tested at work by an external
examiner and the new training that you haven’t done comes up and you fail to
complete it. That will result in a failure, that will reflect on your placement and the
people that work there as well.
I also manage my time well in regards to tasks I perform at my placement and try my
hardest to make sure I performed them well in and in an efficient time. By doing this I
am improving a customer’s experience by catering to their needs and not wasting
their time.
During the pandemic my store where my placement was at , had strict protocols and
guidelines on how to protect yourself and not spread the potential virus around. One
being wearing your face mask at all times, Frequently wash your hands after going
outside and touching things especially when it comes to handling the money as that
is easy way for the virus to be spread, is through handling money with unwashed
hands. As well as using the antibacterial gel that was all around the stores as
frequently as you can to ensure your hands are clean once touching things also
social distancing within yourself of other colleagues as well as the customers.
, Since my placement was in our Argos store there wasn't much technical skills that I
learned there in regard to setting up equipment as majority of the equipment would
be set up and ready in order for us till operators to use . But in regards to using the
equipment and using the tills we were trained on till operation and what to do in the
event you are processing a sale or returning the sale , processing an Argos card and
genera Argos till operation. How it would be done was through the online training
app that would consist of several videos activities and tests that you would have to
do in order to learn or duties that you will be responsible for when working at Argos.
Apart from that more experienced and long standing members of staff are you
Shadowing and present with you during the early days of placement in order to
physically show you how the tills operate and what button to press in the event of
you needing to process a sell, make a return, process a Argos card, and a
emergency etc.
When it comes to the behaviours and attitudes in customer service The skills I had
and had obtained from my placement have been excellent communication skills in
regards to communicating with my colleagues and communicating with the
customers as when I communicate with both of them I have to ensure that I'm
communicating clear and informing them of what is happening as if I don't there
could be an increased opportunity of miscommunication happening and in that event
can cause issues further down the line. e.g. Me miscommunicating or failing to
communicate the return policy to a customer and later down the line they decide they
don’t like their product and they come in for a return or an exchange on their product,
however it has gone past the 30 day threshold in which returns are acceptable and
it's down to the manufacturer guarantee they will be left confused, annoyed and
angry. As they were communicated something different when they first purchased
the product. An example if communication is failed within colleagues is if a
malfunction or accident occurs with the till and is not communicated to any other
colleague that can leave the chance for further issues to occur and malfunctions. As
other colleagues were not informed of the issues in regards to the till.
It is also extremely important two show motivation and enthusiasm when working
with customers, and this is a skill that I've learned since being there and working
alongside other colleagues as showing enthusiasm and motivation while serving a
customer ensures the customer gets the best service and increases the chances of
them buying further products from your establishment. It also leaves a good review
to on the shop as word of mouth goes a long way and by presenting the shop in a
good light , it can leave them with an increase opportunity of coming back and
spreading the good news to others around them e.g. family members friends work
colleagues etc.
An important skill that would be needed when working in a customer focused
environment like Argos is the ability to grasps new skills quickly as when you are first
placed there and entrusted with the role ,it is imperative that you fully understand
and grasp the concept of the tills and most actions needed in order to operate the
tills as ,managers and other colleagues cannot be there with you 100% of the time
as they are also working and managing their own responsibilities within the work.
Also you are dealing with customers that deserve the best experience and you taking
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