Discuss about the Critical Reflection on Personal Experience.
I joined an online fashion retail centre that sells fashionable clothes at reasonable price. One morning, I received a call from one of our premium customers who placed an order for a designer cloth but returned it since she was not satisfied with the design after receiving it. She wanted her money back and one of our customer representatives assured her that the money would be credited to her personal bank account. However, the customer care representatives informed her that it would take sometimes to refund the money. I received her call and without providing any proper information, she started shouting at me. She was very furious since her money was still not credited to her bank. I was much polite to her and asked for her order ID to derive knowledge about the matter. She was reluctant to listen to me and she kept on interrupting me when I was trying to explain her procedure. There was a moment, she started abusing and blaming me for such failure of services. Before I could speak anything, she disconnected the call. I became so furious and my face turned red in anger. For a moment, I stopped taking other calls and kept on recalling her offensive words towards me. The abusive behaviour I received from the customer brought tears in my eyes.
The incident was quite memorable for me. I got furious since she was continuously abusing without listening a word. I became very upset at that moment. I became even anxious since I was not being able to attend any more calls from other customers. Therefore, my supervisor could push me to concentrate on my works. However, I was going through a mental trauma that was affecting my mood and I was completely confused at the same time. Then I directly went to my supervisor to discuss this matter. I was completely blank and it was very difficult for me to resume my works until I could discuss this matter. My supervisor was the great help for me in such situation. He consoled me for a moment and then started provided me some suggestions. He shared some of the similar experiences and made me understand how we can keep our patience level high. When I described the situation, the supervisor realized that the customer was very furious. The customer clearly indicated that she would not wait any longer to get her money back. I became much confused at the same time. I could not find the proper way of making myself calm. I went to my supervisor to describe the situation thoroughly. In such situation, my supervisor assured me that the customer would get her money back as soon as possible. On the other hand, I was also feeling guilty since I was not prepared to resolve her queries as soon as she started shouting at me. However, supports from my other colleagues and my supervisor were quite helpful for me to gain the mental balance once again.
The development of the personal skills is essential for every individual. Be it a student or a professional fellow, it is essential for everyone to improve the personal skills in a dignified manner (Cotter, Pässilä & Vince, 2015). Critical reflection creates the meaning for a particular experience by describing, analyzing and articulating in diverse ways. According to Morley (2013), it is necessary to gain stability and insight to several situations. My emotional condition that I gained after the call was disconnected was something beyond my expectations. It felt that I went out of my characteristics. My patience level was tested during such situation. The call came to me at a point when I just joined as a fresher and had very little experiences regarding such disappointing calls. It was my weakness that I could not maintain emotional balance and became weak when the woman disconnected the call. I was too much furious as well as upset that I could not recognize my potentiality of being much patient during such situation.
The situation was highlighting the key problems, which is apparently considered as ‘problem-focus’. It is necessary to resolve the query of the customers in order to help them with proper solutions (Béres, 2017). As opined by Savery (2015), the failure of the assumptions during any problem-based approaches can lead towards negative consequences. Fook (2016) has thus focused on the assumption based critical reflection that creates the meaning between the power and dominance. The situation reflected one negative point in my characteristic that is I was quite emotional and I lacked proper patience level. Moreover, when I faced such situation, I could not communicate well with the customers and remained silent. Perhaps, it made the customers more furious despite of her continuous allegations that she was putting at me. Such characteristics may harm my upcoming future as well.
As stated by Béres, (2017), the critical reflection process is based on the proper understanding of the situation for future analysis methods. Understanding the languages somewhat creates the meaning and linking between the dominance and power. Hence, in some of the cases, observing the language may create the role of discourse, power, and language in one context. Cotter, Pässilä & Vince (2015) suggested that communication is one of the most suitable process of releasing inner burden or resolving any serious issues. In presenting the definition of critical reflection, Fook (2016) explained the subject in a remarkable way. He stated, “Critical reflection is a process (and theory) for unearthing individually held social assumptions in order to make changes in the social world. Reflection is more than just thinking about an experience. It involves a deeper look at the premises on which thinking, actions, and emotions are based”. In certain point of time, people experience some of the situations that create a significant importance or impact on their lives. In this situation, I was not being able to maintain the balance between my emotional status and my patience level. I seek for help to my supervisor by communicating my problems and the behaviour of the woman in the call. When I could communicate my problems, I got help from my colleagues and my supervisor to gain the emotional balance properly. In fact, I learnt about such stages of life where we may face most distressful situations and yet can be more patient.
Conclusion
The critical reflection of the situation I faced at my workplace represents that it is necessary to gain balance between the emotional and practical state of mind. Being a fresher customer representative, I was not prepared for a call that would abuse me for the failure of others. However, even at the initial stage, I became furious and upset; I tried to communicate the situation with my supervisor. My supervisor along with some of my colleagues consoled me in a remarkable way by sharing their experiences in past. It was a learning session for me since I could gain the proper emotional balance afterwards. However, after recognizing such scenario, I have observed that I need to bring some improvements in several particular areas. Based on such requirement, I have established a sequential action plan that will be discussed further.
The described situation made me realize that I lack the proper emotional balance and patience level. However, the study provides the insightful knowledge regarding my weakness that needs further improvements. In order to improve my self-potentiality and eliminate my weaknesses, I shall undertake the following steps.
The above steps are quite effective in order to recover some of the mental trauma that I faced in this situation. However, this situation can be repeated to me in future. By maintaining these steps, I can improve the self-awareness. It would be much helpful for me to gain the emotional balance and recognize the self-potentiality. Moreover, communicating with people would strengthen my interactive power. Most importantly, I can enhance my patience level, which is the significant factor for both the personal and professional life. I shall expect to follow such actions and improve myself to become a stringer personality.
References
Béres, L. (2017). Maintaining the ability to be unsettled and learn afresh: what philosophy contributes to our understanding of ‘reflection’and ‘experience’. Reflective Practice, 1-11.
Cotter, R. J., Pässilä, A., & Vince, R. (2015). New directions for researching critical reflection in organizations. Researching Critical Reflection: Multidisciplinary Perspectives, 171.
Fook, J. (2016). Finding Fundamental Meaning through Critical Reflection. Practising Spirituality: Reflections on Mean-making in Personal and Professional Contexts, 17.
Morley, C. (2013). Using critical reflection to research possibilities for change. British Journal of Social Work, bct004.
Savery, J. R. (2015). Overview of problem-based learning: Definitions and distinctions. Essential readings in problem-based learning: Exploring and extending the legacy of Howard S. Barrows, 5-15.
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