Critical Reflection on 'Skills on Wheels'

Dear reader,

As a future front desk agent, it is important that I nurture relationships and hone the different communication skills for the various interactions that will occur during my internship. To improve on my weaknesses mentioned in a previous post, I selected the modules ‘Build Relationships’ and ‘Converse with Confidence’. I scored a 100 percent for both modules and am satisfied with the knowledge that has been imparted overall.

Firstly, I learnt to engage with those around me and how to build rapport with the people I might meet. Through the S.E.E.D model, I learnt the various pointers to keep in mind when having an interaction. Next, I learnt the importance of listening to others while they are sharing. Between my usage of my mobile phone or laptop and my own busy schedule that clouds my mind with thoughts, I often forget to give the person sharing the time of the day. Therefore, I will bear in mind to use body language, facial expressions and eye contact to reassure whoever I am speaking with. As a guest facing staff, this is important for me to take note of, as letting guests or employees know my care and concern for the situation is sincere.

The application and website were both user friendly and interactive with the questions through the video. The graphics were also found to be impressive as they were effective attention grabbers. While there was the option of using the application via a mobile phone, the audio seemed to be missing and thus there was a need to revert back to using the website. Additionally, certain functions such as the module assessment were down. The scenarios provided could have had more depth as problems were settled too quickly. This removed the reality behind many interactions. Due to the many tips and tricks learnt, it is still a useful learning guide. Thank you.

Yours sincerely,

Athena Benedict