QUESTION 1
Identify a specific situation from your place of work that you used emotional intelligence with a single or multiple customer/s (these can be internal and/or external customers). You are required to complete a reflective discussion on the situation in relation to emotional
intelligence in customer-oriented care. To guide you through this assignment you are advised to use Johns’ Model of Structured Reflection (attached), and you are encouraged to read further on this model.
In the initial part of the assignment, you are required to describe the situation (approx. 300
words). Following this description, you are required to identify and discuss the issues related
to customer care that emerged throughout and / or as a consequence of this situation (approx. 700 words). To guide you through this part of the assignment you are advised to use Cue Question 1 from Johns’ Model of Structured Reflection. You are required to support your discussion with appropriate literature.
In the second part of the assignment you are required to use Cue Questions 2 to 5 from Johns’ Model of Structured Reflection to write a critical reflective discussion of your experience (approx. 1,500 words).
Using appropriate literature to support your arguments, you should consider the following:
• Your actions / decisions and their outcomes / consequences
• The factors which influenced (or could / should have influenced) your actions /
decisions
• Your personal thoughts during and after the experience
• Your learning / professional development (changed views, knowledge and behaviour)
Further guidance
• Please answer only one of the questions above
• Word count: 2,500 words ±10%
• While you are encouraged to provide examples from practice, any organisational and
personal details should be kept confidential
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