My First Week of the course

Not as overwhelming as it would've been if I was sitting with 30 people in a physical classroom. The first week and my first day at the course, starting Monday, was a relief. One difficulty I felt was that I was fasting and it was getting challenging to focus as the tutors just went straight into the programme. But it took not to long for all of us to get my concentration back and get comfortable with each other because we were constantly being shuffled in breakout rooms with time moving fast, switching from one room to another and one task to another.

As you can see in the first image, this is my skill scan on the first day. I was very underconfident as I felt like I have the least knowledge of working in the relevant field. Where I come from a creative background and spent my university life designing and creating; this is something very different. The terms that are used are different, like democracy, rule of law, liberty, phishing, malware, online security, data protection, legislations and smile and dial, I've had to google most of these terms to find the meaning. 

Nevertheless, during the first few days, we had undergone a lot of research, creating PowerPoint presentations as groups and worked on numerous amount of Padlets (see image above). After so many discussions, I soon felt a part of this area. All of this increased my knowledge of some very important legislations to work in a contact centre so we can protect the customers’ rights, giving me more confidence that I will be stepping into a job role with relevant knowledge. Also sharing knowledge with each other and doing group activities has given me more confidence that how we can agree to work together as a group by splitting tasks and responsibilities, to have an effective outcome.

                              

British Values

Image from our first presentation

We learnt about the Fundamental British Values underpinning what it is to be a citizen in a modern and diverse Great Britain. Where we value our community and celebrate diversity of the UK. A culture that is built upon freedom and equality, where everyone is aware of their rights and responsibilities. The need for rules to make a happy, safe and secure environment to live and work. Protection of your rights and the rights of others around you. Embracing the fact that we all don't share the same beliefs and values.

I realised how important it is to educate yourself about these values so we can have a safe and progressing working environment.

Online Security 

Our group presentation

We also researched deeply into the security aspect of working online. Considering that we are living in a world where almost everything is handled online, meaning more chances of our information getting into the wrong hands - whether it is shopping, entertainment, online banking, education or other learnings, ordering food and other business, it is all online nowadays. Social networking is something that people across the globe are using regardless of their personal or professional background & it is important to stay safe.

Watch this YouTube video for more   

 

Conclusion 

In conclusion, everyone in our course have become very comfortable with each other by this point. We understand each other strengths and weaknesses and how we can utilise them effectively. We also support each other where we lack or where we want to improve. I understand the criteria to work in a call centre and customer service environment. Respecting everyone and understanding others needs is key.

For more information contact: tabinafps@gmail.com