(TCO G) Discuss the concept of best practices and their effect on quality management success. 2. (TCO H) Identify and discuss the five key dimensions of service quality. Given an example of a service and describe how a customer may define quality along each of these dimensions. 3.
• The feedback from others has development own knowledge, skills and understanding, feedback can be positive and negative but all feedback points to new to the ways and areas of improvement. Negative feedback must not be rejected but must be taken into account and be turned into something positive, but sometimes may undermine some confidence. The feedback from others points out best ways of doing things, what should not be done and get some pointers of approaching a problem from different angle. 3. know how a personal development plan can contribute to own learning and development 3.1 define the term personal development plan A personal development plan are goals that an individual makes to achieves in doing something specific. The personal development plan includes goals, awareness of strengths and weakness.
Discuss explanations of independent behaviour with reference to relevant research studies. Independent behaviour refers to behaviour that is not altered despite pressures to conform or obey. It also discusses the resistance to pressures to conform and to obey authority figures. Numerous factors are involved in the resistance to conformity and obedience, and explanation of too why such resistance occurs. Some of these relate to our individual differences whilst others relate to the situational factors we encounter.
REVIEW QUESTIONS – Chapter 8 1. What different components of a person's perceptual screens may distort communication? Perceptual screens are composed of the personal factors each person brings to interpersonal communication, such as age, gender, values, beliefs, past experiences, cultural influences, and individual needs. Perceptual screens are the windows through which people interact with each other. These screens can influence both the communicator and the receivers quality, accuracy and clarity of the message.
Smale and Tuson (1993) propose three models of assessment: • The questioning model: where the worker is seen as expert and follows a set format of questions • The procedural model: in which the worker gathers information in order to see if agency criteria are met • The exchange model: in which the service user is seen as expert in his or her own situation and the worker helps to provide resources and seeks to maximise potential. In conclusion, I realise that people change and as a social worker I need to be aware that new information may emerge that causes situations change, so I have to consider the impact it has on the assessment. Although the assessment is often viewed as a separate stage to the intervention, it is also a continuous
It is a process by which two or more people exchange ideas, facts, feelings or impressions in ways that each gains a common understanding of the message. We need to build relationships with the service users that we work with, their families and our colleagues to enable us to work effectively. Relationships and communication skills are closely linked, as good communication will help to build good relationships. Relationships are influenced by the way we communicate this not only includes the language we use and how we listen to others but also our body language, gestures and facial expressions. If we do not communicate well with either a colleague or service user this could affect the way we work, as it could cause an atmosphere or tension in the work environment.
Studies have shown that good supervision is associated with job satisfaction, commitment to the organisation, staff retention and employees’ perceptions of the support they receive from their employers (Carpenter et al 2012). In addition, employer’s need a forum where the quality of practice can be scrutinised, staff’s development needs explored and workers given the opportunity to: * Explore the emotional impact of the work. * Manage anxiety. * Consider how their own biases and beliefs may be affecting practice. * Reflect on the dynamic of the interaction between themselves and those using services.
1.1. Identify different reasons why people communicate. Reasons why people communicate: express needs; share ideas and information; to reassure; express feelings; build relationships; socialise; ask questions, share experiences 1.2. Explain how effective communication affects all aspects of own work. The impact of communication on own work: communication with others eg colleagues, people who use services, children; supports the development of effective relationships, helps to build trust; aids understanding of individuals’ needs; prevents misunderstandings; supports the development of own knowledge and skills 1.3.
The Relationship Lens helped influence my decision by giving us a process by which basic liberties can be protected. For example design a policy for dealing with complaints that includes an opportunity for the person who is being accused exists, so that they have the opportunity to tell their side of the story. The final lens is the Reputation Lens which is a self reflection lens that allows the person to view him or herself, in technical form exploring the virtues that are important for
Understanding the individual may challenge your own attitudes and values. Find out about their attitudes and [ beliefs – ignorance can often be a barrier. Understanding may promote tolerance. Be professional at work. Even if you fundamentally disagree with another individual’s attitudes and beliefs, they have the right to hold them, the same right as you have.