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With the upcoming IWSP in mind, I identify closely with the two modules “Building Relationship” and “Managing Conflict”. Through the selection of these modules, I hope to be well equipped with skills that can enable me to better build positive working relationships with my future colleagues and effectively deal with conflict when it arises. After completion of the “Building Relationship” module, I learnt that there are two different approaches to take when interacting with others. In situations pertaining more towards a personal level, the S.E.E.D technique could be applied to build trust and rapport. On the other hand, when in a task oriented setting, the L.E.A.R.N technique would be applied instead. Following, the “Managing Conflict” module has taught me on the effective ways to resolve conflicts constructively and respectfully. It is important to go through the conflict management process - S.H.R.I.N.K and apply active listening and questioning techniques. Managing emotions...

After reading the insightful comments provided, I realised there were many ways to better handle the situation. Firstly, I should have sent a follow up text to my colleague to ensure that instructions were made clear to her.  In addition, I could have informed more than one colleague about the reservation. By doing so, it ensures that all colleagues are on the same page and thus avoiding unnecessary trouble. Alternatively, extra precaution could be taken by sticking a paper note onto the packaging. This serves as a reminder to all colleagues that the item has been reserved. Moreover, I should have controlled my emotions instead of letting it get to me.  Emotions certainly play an important role in the decision process and can influence the way we behave.  Perhaps, I could have reframe my thoughts and maintain my cool. If I had remained calm instead, maybe the outcome would have been different. It is no doubt that communication plays a vital role in life. No...

A large part of being a good service personnel is to ensure customers are kept satisfied throughout their entire experience with us. Therefore, a clear protocol for communication is crucial to deliver good customer service. A recent interpersonal communication problem I encountered was during my time as a part time retail assistant. It was a Saturday afternoon and as usual, weekends are the busiest and long queues were forming at the cashier. Every staff have been assigned to different duties and were occupied with their own. I was allocated to manage the cash register with another colleague. The worst thing one could receive during peak times is a phone call and that was when the phone rang. It was a call from a customer who previously made a reservation for a shirt and he notified that he would be collecting it later in the evening. As per request, I set aside the shirt and I informed my colleague about it.   As the customer arrived to pick up his shirt, it was nowhere t...

Dear Dr Padma,  My name is Jessika Ang Siew Wah and I am writing this email to formally introduce myself. Additionally, I would like to share my strengths and weaknesses in communication as well as what I hope to achieve at the end of this module.   Currently, I am a Year 2 student pursing a degree in Hospitality Business at Singapore Institute of Technology (SIT).   I graduated from Singapore Polytechnic with a Diploma in Integrated Events and Project Management. In the course of my studies, I am trained in events, business and technical knowledge which included skills such as public relations and project management, to name a few. Application of such skills ensures smooth operations throughout the planning to execution phase of an event. Over the course of my internship at Alikhan Live Entertainment, I was exposed to many components of the events industry and assigned strategic responsibilities to plan and execute live events.  Working in ...