EMPLOYABILITY SKILLS

Table of Contents

Introduction

Health and social care is a services and the delivery of health care services as well as support system is more complex than any other services because the health care service variables like urgency, accuracy, reliability and variability. Urgency of health care service varies to situation to situation. A person with serious accident have more urgency to get medical services than to a patient with fever. Similarly, health service must be accurate and right time otherwise services must not get appropriateness. Health care service is becoming more complex because of inconsistency in service delivery and variability in demand. To get consistency in health and social care services, UK national Occupational standard describe the skills, qualification of personnel, knowledge and personality of personnel, values of the organization that must be ensured to provide superior services and support to patient. In the assignment, we will see self-management, self-driven factors, motivational factors, team work, problem solving model, techniques of performance evaluation and corrective action.

Task One: Be able to determine own responsibilities and performances

Learning outcome of the task one will focus on the personal development, personal problem solving ability, personal responsibilities, performances objectives, motivational factors and performance appraisal system.

1.1 Developing a set of own responsibilities and performances objectives

Personal responsibilities of an individual working in a health and social care organization should hold hearing, caring and supporting patient, making direct and indirect profitable relationship with inside and outside personnel, ability to cope with changing situation, quick decision making ability, knowledge on employment legislation, ethic and employment rights. How an individual can identify his weaknesses, strengths, opportunities and threats in the work place than others, the following activities can be done.

Set of my responsibilities and performance objectives

· Team building and preparation of personnel to maintain and running of the continence clinics to ensure regular performance of the clinic

· Building electronic patient care record on the continence service patient database and ensuring availability of important data in patient database.

· Working with clinicians to ensure urgent referrals and giving urgent care to the urgent patient

· Provides customers assistance by telephone and other media and take action immediately after patient complains

· Ensuring all level communication to provide right customers at the right time at the right way

· Enabling effective communication with patient, managing communication with clients who have inability to oral communication but ensure verbal communication. Effectively manage language difference, cultural difference and manage communication with people who has lost of hearing or with pain and fear.

· Ensuring all clinic notes are ready before clinic and reschedule clinical activities when necessary and handling communication for client queries

· Keeping all requirements and procedures up to date and maintain communication effectively with primary and secondary care clinicians as necessary

· Booking electronically by using computer system with patient at their convenience time period

· Working with nurses to ensure appropriate service standard and determining customer tolerable waiting time and ensure nurse quality with establish standard

· Ensuring flexibility of work hour for employee in administrative procedure

· Task, responsibility and outcome of the clinical service ongoing basis in according to changing needs of the department and the organization

1.2 Evaluate own performance effectiveness

Be self-driven: It is one of the best objectives for individual working in a health and social care organization. When I work inside or outside of the organization, I am always self-driven. When I see any people or patient is in hesitation, I take first initiative to talk with him and provides support without desired. In team work or motivational plan, I try to be first person to take initiative. I can say that I do not need any courage and support from other rather I take my initiative.

Priority in safety and security: When I work in a health and social care organization, I first gives priority on my own safety and security. Then I give second best priority to other person and patient safety and security (Miner, 2007). All equipment and devices are kept clean before handling patient with these equipment. I also try to provide the best safety and secure working environment for workforce and personnel.

Administrative function appropriateness: I manage team building function and running of clinical activities to produce best performance for client. Regular electronic patient care record and data warehouse I keep to ensure priorities and appropriate service for patient. I handle customer’s inquiry and complaints in a responsive manner to ensure established set of standard of customer dealing. I use verbal and non-verbal communication with customers to reduce cultural differences, language differences and when they are in pain, fear and loss of hearing. I ensure weather other staffs and nurses are performing their duties and responsibilities as defined and communicate with chief and secondary clinicians to inform present scenario of clinical services. I also properly ensure referrals processing and typing by hearing audio equipment and manage them in time.

Onetime performance: I keep all notice and regulation up to date to patient and visitors, send patient record to appropriate physician at right time without delay. Similarly, I control return referrals to GPs completing standards and ensuring details as needed.

Equal rights to everybody: At the time of handling staffs and nurse’s activities and services, my responsibilities are to provide equal guidelines and rights to everyone. As a team leader of the clinical services, my responsibilities is to make an unbiased environment for clinic personnel and staffs process (Businessballs.com, 2015). Promotion and reward system are made on based on personnel outcomes not on relationship.

Change management: It is one of the best and first performance objectives of my work to cope with changing situation. At the begging of the assignment, we mention health and social care is the most changing organization because the situation and consequence are unpredictable. To cope with changing situation, I follow charismatic leadership style, transformational leadership style, individual consideration and Herzberg two factors theory of motivation.

Self-work-management: In my work management process, I search out my own weaknesses and strengths in case of the work. Then I try to find out what type of threats and challenges have to be faces as well as what type of opportunities and help are available in my hand. My task management process includes the following steps (Businessballs.com, 2015).

· Self-management

· Task management

· Friends’ management

· Other work management of world

1.3 Making recommendation for improvement

I am HR manager so that I have responsibility to manage the business relation. I have to concentrate to developed employees quality by providing various knowledge and technology. To develop them, I have arranged various training program, seminar, presentation and so on. I make it mandatory for all employees. Few times it becomes difficult to adopt machineries and technology. To get rib of problem, HR manager adopt those initiatives that are cited below:

Ø Training program: As being HR managerial bodies, it is vital to guarantee all representative get preparing for added to their expertise on related theme and issues. For advancing any division of business, it is hard to locate any option without orchestrating preparing offices. Preparing offices likewise imperative for new representative of efficient Sainsbury's supermarket. Preparing system guarantees that workers are made out the occupation related issues and get by for creating legitimately. In addition to lunch new innovation, preparing system ought to be orchestrate expanding the learning (Schermerhorn, Osborn and Hunt, 2000).

Ø Employee relationship: HR manager is the organizer of making connection among different gatherings of a Business. It is thought and trusted that Good connection is the heart of an association. I make a point to make great connection among the staff that assistance in gathering work and accomplish the objective of my business .

Ø Communication system: I additionally focus a decent correspondence ability. Great correspondence assembles an interrelation between specialists that why all the issue and question are known one individual to the next individual. Relational abilities guarantee the great characteristics of work (Schermerhorn, Osborn and Hunt, 2000).

Ø Staff Engagement: Just like a HR director I attempt to legitimate engagement among the lesser and senior worker that exchange information, aptitude thus on that are vital to the work environment.

Ø Recognise the good: It is vital for a business that increases the creation and administration by Recognize once works. An uplifting state of mind gives an interior inspiration and be taught to commit to his work.

These are the all of recommendations to heighten laborer execution. As a HR supervisor, I will do that to enhance my workers' execution (Schermerhorn, Osborn and Hunt, 2000).

1.4 Motivational theory can be used to improve quality of performance

We will look at two motivational theory that are Maslow’s hierarchy of needs and Herzberg two factors theory. Maslow’s needs theory has five levels that are physiological need, safety needs, social needs, esteem needs and self-actualization needs. The implication of the needs theory is that when lower level needs of people are satisfied, higher order needs become more dominant. People who work lower class job like clinical jobs in health and social care organization, they are deprived of physiological and safety needs (Schermerhorn, Osborn and Hunt, 2000). On the contrary, people who work top position like doctors and management will not motivated by lower level of rewards but they will motivated by higher order needs satisfaction. Herzberg two factors theory hold motivate and non-motivate factors (Chanda and Shen, 2009). Non-motivate factors do not motivate personnel but they must be present otherwise personnel will be dissatisfied.

Task Two: Be able to interpersonal and transferable skills

Interpersonal skills defines once own personal skills to understand a problem, analyze the problem and then deliver the problem to other in an understandable manner. Interpersonal and transferable skills holds communication skills, techniques, media management, time management and generating feedback for improvement.

2.1 developing solution on the base of work place problems

Way of problem solving includes supervising and observing the work and then identifying the wrong and defectiveness. We will see seven steps of problem solving in work places.

Defining the problem: In this case, I need to have clear idea about what is the problem, reasons of problems and understanding the consequence of the problems.

Understand others interest: Actually it is a critical process of evaluation of the personnel who are related with the problem and their interest with the problem. Understanding interest of others enable me to produce most possible best solution that protect every body’s interest (Chanda and Shen, 2009).

Make a list of possible solution: Solution requires creativity, brainstorming and data analysis from inside or outside sources. Before developing an action solution for the problem, I need to collect data, information and support from personnel of the organization. Then the achieved data are evaluated with my knowledge to produce a set of solution.

Evaluation best alternative solution: From a set of solution, best solution are selected but possible alternative are kept in case of failure of the first solution (Schermerhorn, Osborn and Hunt, 2000).

Agree on contingency, monitoring and evaluation: In this section of problem solution, make a contingency with the changing future situation, make a monitoring and observation techniques and then evaluate the outcome after incorporation of the solution. For a successful communication process, sender and receiver have to possess some skills that are reading, listening, writing and clear speaking skills. At the same time, media and encoding process must be free from any defective and noise.

2.2 Communicating in a variety of styles and appropriate manner at various levels

Communication is the process of transferring ideas, information and knowledge to others. In business communication process several factors are involved that are sender, receiver, encoding, decoding, media and noise (Chanda and Shen, 2009). There are three crucial factors in successful communication process that are skills, knowledge and qualification of sender as well as receiver, language of them and the media used. In this section, we mention that sender and receiver have to possess reading, listening, speaking and writing skills because in written communication system, an illiterate will not be able to read of the meaning of message. In communication process, both the sender and receiver should have a common language and the technology must support the language.

The most common language in worldwide communication purpose is English language that is being used. The style of communication that I use has been given below-

General Communication: It in known as unoriginal correspondence means such sort of correspondence where get together the whole worker. It is otherwise called the more seasoned correspondence process. In here two method for convey are seen that is associate gathering and managers of issue. The best case of the general correspondence is General meeting in business where show each representative to depict their issue and the issue of work.

A. Verbal Communication: It is additionally called talked correspondence. Verbal correspondence is the discussion between or among individuals where each individual gets comparative offices. It is incorporated eye to eye correspondence, over phone call, radio or TV additionally called verbal yet here one gathering get not opportunity to arrange other.

B. Non-verbal Communication: There is another type of communication that is non-verbal communication. Non-verbal communication uses gesture, body language and symbol. Where two parties have no common language these type of communication style are being used in business purpose, health and social care and general communication (Schermerhorn, Osborn and Hunt, 2000).

Printed Communication: Printed correspondence is one side correspondence framework where correspondence cost in higher. It has likewise negative things that it has required longer investment general correspondence like meeting. HR director attract regard for representative through Notice board. In notification board, uncommon criteria and different things are incorporated that are identified with issue. Has that as well as had a thing of printed correspondence known as web bulletin. Web bulletin is exorbitant and tad bit complex process that is tedious one side correspondence framework.

Technology Based Communication: It is also known as IT based system that is based on most modern Technology. Similarly, technology is being used in communication like, email, telephone, Skype, and internet. If the receiver and sender are not familiar and equipped with the communication media, effective communication will not occur. The last part is language that is the most crucial factors in the communication process (Cook, 2003).

2.3 Effective time management strategy

Time management can be defined as the way of organizing and planning of how we will spend our time on specific job. It may seem counter-intuitive to dedicate precious time to learning about time management, instead of using it to get on with your work, but the benefits are enormous. The types of different time management strategies noted below:

Target: At the first work of mine is to set my objective to satisfy my craving. The objective of my objective gets need in light of the significance of it. The few targets give different reactions so spending plan of time and legitimate need is imperative.

Task priority: It is additionally critical to give need the errand as per their significance. As a supervisor I need to separate in addition essential for business and what is less vital for business. Legitimate arranging and disconnect of errand gives the best possible result and can satisfy the association want inside of time.

Pareto analysis: It is the most critical that knows as a period administration system in business. It demonstrated that more than 80% of significance work has been done inside 20% of aggregate time. It examination and said that it is fitting in administration technique. Whatever remains of the work has been done rest of the time. Pareto examination perceived the assignment that is exceptional and ordinary

Advantages of time management

· Increased productivity and efficiency

· On time completion of work

· Increased reputation

· Reduces pressure and increased advancement

· Help to achieve important life and career goals (Jones, 2008).

Disadvantages of failure of effective time management

· Incomplete work on delivery day

· High work pressure

· Inefficiency in work

· Lower quality of work

· Bad reputation to achieve goal of life (Jones, 2008)

Time management techniques

· Setting priority of work from two or more work at hand within a short time

· Knowing time available at hand and in future

· Get organized of all things and resources, think about the challenges face in conducting the work and identify possible solution

· Make a time schedule of time available at hand appropriately

· Delegation of work to subordinates but not responsibilities and ensure the delegated work are delivered on time.

· Stop procrastination rather be prepare for the work as soon as possible. In case of large and boring work divide the work into small part and approach one by one.

· Avoiding waste of time by talking with friends, running Facebook and TV.

· Avoiding Multi-tasking attitude at the same time rather conduct one two one task

· Care of health and mental fitness and balance of work and personal life (Jones, 2008).

Task Three: PowerPoint Presentation

Task Four: Be able to develop strategies for problem solving

4.1 Evaluating tools and methods for developing solutions to problems

In this section of discussion, we will focus on problem identification, problem specification, possible outcomes from the problem and tools are used to develop solution. There are three techniques can be used to make solution of work based problem that are research, Heuristic mathematical approach (Skillsforcare.org.uk, 2015). We will use the three method to understand why patient satisfaction is reducing day by day of Imperial College healthcare NHS Trust.

Research: Research can be defined as systematic, objective and interdependence of identifying problem, collecting data, analyzing data and disseminating the finding to other to take appropriate decision on problem at hand. There are two types of research-qualitative and quantitative research. In qualitative research judgment and past experience are used to take appropriate solution. For example, satisfaction of patient on nurse and staff behavior can be judged by direct discussion with patient and visitors. From the value, different mathematical calculation are made that are, standard deviation, mean, regression, correlation, coefficient, ANOVA and Chi-square to determine patient satisfaction level and the relationship patient satisfaction with personnel behavior (Miner, 2007).

Heuristic: A heuristic is a problem solving approach, learning approach and discovering approach of underline causes of problem. In heuristic approach a practical method is used but there is no guarantee of optimal solution of problem but it can produce result of immediate goals. When mathematic method cannot give optimal and practical solution of the problem, heuristic methods are used to find a satisfactory solution (Miner, 2007).

Trial and Error method of problem solving: It is a problem solving method where several trials are made to reach actual solution. Trial is made and it goes to error but by one trial may be the solution. The process of problem solving is like “beat about the bush”. Trial and Error technique is used when management do not have any alternative method to reach solution and problem identification or when the other mathematic and research techniques are not working.

Developing solutions to problems

As of late I have confronted different issues in workplace. The issue is that raised for elevating the compensation because of swelling to the neighborhood economy. The neighborhood government has been distributed spending plan for the monetary year that is affected to the worker's compensation. The representative goes to challenge the organization choice and attempt to make fixation to build pay. They additionally make a gathering in a board of trustees for pay expanding. It is the undesirable issue of HRM office. As a HR chief at the earliest opportunity, I contract with my kindred who are the executive of this part and advice to relieve the issue at the earliest opportunity. The colossal issue sways on creation on the grounds that they are ceased to work. The CEO said that we have lost a gigantic entirety sum each week. That is terrible for our business.

To develop solution, I have to concentrate the existing company policy. It also based on concentration. There are some method and technique to solve the problem. These are-

ü Find out problem to solve

ü Describe the arising problem

ü Appraising

ü Evolving possibilities for solving

ü Pick up the best solution

ü Applying

ü Evaluating and learning

Those are the steps of the method for solving the problem that happening in my company.

4.2 Developing an appropriate strategy for resolving a particular problem

In the above task, we see a problem that patient satisfaction on nurse and staff behavior is reducing day by bay that was discovered by a qualitative research among the patient served by the Imperial College Healthcare NHS Trust. To identify the underline causes of patient dissatisfaction we conduct a more detail and deep research over all activities and task performed by nurse and staffs. Our finding was that 70 percent of personnel is not satisfied with their salary and compensation plan, lack of top management coordination, support and supervision and conflict among the personnel over their roles and duties.

To solve the above stated problem, three steps are followed that are-

Understand the problem, effects and interested group: Our understanding was that the causes of patient dissatisfaction lie inside out organization and consequence was lost of patient who are the victim (Miner, 2007). We take our responsibility and plan how to increase patient satisfaction.

Development of Knowledge: The general people who work in this part need to add as far as anyone is concerned more by giving preparing. Also, need to support about the compensation framework.

Backup system: The option worker must be kept as a reinforcement who can dedicate to work in the season of emergency.

Recruit employee: I have to select few employees who have the capacity to develop. Those employees are expert in particular sector.

Alternative: We need to take best option alternative for backing this when we fizzled in issue. The option alternative will be awesome strong to our business.

Organizing and planning of activities: To take solution, we encourage nurse and staff by providing rewards and compensation as well as basic salary. Management expands their supportive and helping hand to manage role conflict among personnel by providing a code of conduct that holds area of roles and duties of nurse and staff and patient roles in taking services. 10 percent new HMR are recruit and training program is arranged separately both for new and existing personnel.

Implementation of decision: Decision of the management was that patient is always right and patient is first.

4.3 Supervision the action and evaluation of outcomes

After 6 months of service, a quantitative research is conducted to find the consequence of new incorporated decision. The finding of the research was that 99 percent of the patient is highly satisfied with present level of personnel care. Actually, our strategy was to identify the causes of dissatisfaction, whether the causes lie inside or outside of the organization, roles of our personnel and patient, impact of the consequence and possible solution by taking a systematic discussion with interested groups (Miner, 2007).

For implementation the strategies, we get a solid contract and approach that is swifter than past. The representative fulfillment level must be higher than some time recently. Business is spot of representative and the proprietor who work in as indicated by his own need to deal with this business well. Consequent result brings to accomplish the objective faster. The usage of procedure brings positive result into our business. We likewise sing assertion of grocery store make a trip cash bureau to saving money division for the clarification of travel cash administrations. On the off chance that we apply the procedures to the representative part then we get the worker fulfillment. To increase compelling execution an organization needs to take after vital arrangement that are reflected in regions, for example, planning and representative strategies. The general objective is to coordinate the aftereffects of vital arranging with day by day, week after week and month to month schedules. These objectives turn into a focal piece of the business by controlling every day operational exercises. There are four basics key arrangement for usage that is followings-

v Give up and check implementation mistakes.

v Reach out the company employment policy.

v Strategic plan for Measure progress.

v Controlling the strategic plan.

Representative and Management are the entangled issues that need to control in affected way. Just key arrangement can guarantee the earth in peace. I take potential approach for job than I improve the organization place for both us and worker.

Conclusion

Human needs and wants are changing that is creating new situation for organization that we see in our problem statement. To cope with changing situation of health and social care service, top management must be more dedicated, supportive and knowledgeable to work situation. They delegate works and responsibility to subordinate, manage career development and training program as well as provide support to build a dynamic team. Team work is important for health and social care organization because operation, caring and serving of patient are done by team. A balance team without conflict can generate the highest benefits both for an organization and patient.

References

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