You and Your Development

The jobmarket is forever changing and the concept of a “job for life” is one that nolonger applies. People at all levels and across all sectors can expect to haveto move jobs frequently during the course of their working lives, and in thecase of customer contact employees, recognising the wider industryopportunities will also address the high level of attrition.

But individualsneed to be able to maintain high levels of professional competence bycontinually improving their knowledge and skills and take ownership of theirown careers. 


The aimof this module is to equip students with the strategies, techniques and toolsto enable them to take a structured approach to managing their development inorder to achieve their work objectives and career and personal goals.


A successful student should be able to demonstrate:



Articulate awareness of how a range of personal and personality factors can impact and influence behaviours, performance and reputation.


Evaluate the significance of achieving a “fit” between personal values and work/career goals


Reflect on appropriate strategies and techniques for identifying, assessing and meeting own development needs.


Identify the key components of a planned programme of an effective personal and professional development.


Discuss the value of social and professional networks of contacts, and consider strategies for building and maintaining these.



Drawing on the literature, and using academically valid concepts and reputable instruments, analyse and reflect on a range of personal competencies.


Identify gaps between current and future requirements. Prioritise goals and identified areas for improvement.


Distinguish between goals and objectives and correctly express both


Anticipate barriers to achievement of goals, consider a range of options for overcoming them and make reasoned recommendations for action.



Benchmark personal competencies against relevant frameworks and make informed choices about future personal and career development pathways.


In consultation, identify and assess current, and future, development needs and discuss how these might be met.


Scan own environment for significant factors that are likely to impact on future development requirements, resources and support required.


Devise, present and justify a Personal Development Plan that is based on analysis of needs, identifies correctly formulated objectives, addresses resource implications and includes arrangements for regular review.



Written Communication

  • Write effectively in written form drawing on academic conventions as appropriate


Oral Communication 

  • Participate in formal/informal discussions and oral presentations


Personal Skills

  • Make informed decisions and justify proposed actions.
  • Set, prioritise, review and evaluate correctly expressed goals and objectives
  • Engage in self reflection to inform future action.
  • Manage own time effectively. 


Interpersonal Skills

  • Engage in consultative analysis of self and others.
  • Seek and act upon feedback from others. 
  • Give constructive feedback to others. 
  • Proactively advance own agenda for development.



  • Use ICT effectively to source and present information



The module content will include, but will not be confined to, aspects of the following themes.

Consideration of underpinning theories and issues, for example:

  • Personality theories
  • Motivational theories
  • Learning style theories
  • The changing nature of work and the concept of a work/life balance
  • Alignment of personal goal and objectives with those of the organisation
  • Capitalising on the emergent social media
  • The emergent social media

Consideration of the required personal skills, for example:

  • Recognising and acknowledging own strengths, weaknesses, limitations, preferences, emotions, wants and needs
  • Managing planned and unplanned change in personal life
  • Overcoming obstacles and coping with set-backs and disappointments
  • Time management
  • Stress management
  • Communicating effectively – (including sourcing, giving and receiving feedback)
  • Effective Networking
  • Establishing and affirming personal values and standards of behaviour
  • Self belief and projection of confidence
  • Personal information management
  • Personal marketing and image management
  • Increasing own sphere of influence and personal power

Consideration of approaches to systematic and on-going personal development planning, for example:

  • Environment scanning
  • Options generation
  • Identification of appropriate performance measures
  • Self-assessment against reputable analytical tools, standards and benchmarks
  • Setting and achieving realistic, yet challenging,  goals and objectives
  • Key components of a Personal Development Plan
  • Stakeholders in the plan
  • The role of the critical friend
  • Determining suitable development activities
  • Identifying, sourcing, using and evaluating resources
  • Progress review
Take a look at these articles, videos and links
Advanced Planning Techniques - Forecasting & Scheduling
Assessing and Planning the Future
Customer Contact Analysis
Customer Contact Centre Finance (1)
Customer Contact Organisations
Customer Contact Technology
Customer Service Quality
Effective Customer Contact Centre Operations
Financial Controls and Reporting
Industry Investigation
Innovation and Change Project
Introduction to Planning
Leadership and Building Teams
Operations and Quality Systems
Principles of Project Management
The Customer Contact Environment
Understanding Resources


Select the event below to see more detail

2017 Winter Graduation

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