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Contents

Introduction 2
2. Personal development from PALS 3 2.1 The futures of PALS and what I’ve learned 3 2.2 Benefit from visiting speakers programme and organizational visits 6
3. Professional development from PALS 7 3.1 Commercial awareness 8 3.2 Communication skills 8 3.3 Leadership 9 3.4 Foreign language 10
4. Help in the future 10
Conclusion 11
Reference 12
LEARNING LOG 13

Introduction

In this text, I will retrospect to the period doing the assignment and reflect how I developed professionally and personally. The first chapter gives a review of the group assignment and presentation. We took DHL call centre as the development subject, and analyzed the importance of establishing a new call centre based on the theories about the reasons of building call centre. Based on existing literature about call centres, we summered up the advantages of call centres and examine the current status of DHL, thus our analysis gives a theoretical and practical ground of building DHL new call centre (Bruce et al, 2010). Latter analyzed the factors influencing the success of call centres so that we can adapt right strategy and avoid big failure (Chiara et al, 2006). The main concern is to promote service quality in all dimensions and by scientific means. In the second chapter, I draw a line between what I noticed and perceived from visiting and interviewing activities and what I’ve learned in the module before. Besides, I will explain my understanding of PALS in the aspects of learning skills, practice, introspection, interaction, sharing and equal. A new participant like me who has never taken part in peer action learning sets learned a lot from after I immersed myself in it (Bevan & Kipka, 2012). Finally, the last part indicates the skills I’ve developed and how I