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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)
I am
a degree nurse that for the past 3 years have been working in surgical ward my
ward deals with service users that have intestinal problems such as patients
that require stoma. Therefore the example would be better if it is related to
this.
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