Dolb's Learning Style

HRMN 3005 P.M. 24

Luk Ka Wai, Fiona

Part one

In the following, I will illustrate my personal learning experience in Hong Kong Jockey Club as a customer service assistant by applying the Kolb’s learning model. Before I work as a CSA, a six-days training program was given to me.

Concrete experience: It is the starting point of Kolb's cycle. In other words, it begins with doing something in which the individual are assigned a task.

In the training program, it started with offering a concrete experience by showing different video clips to us in order to demonstrate the daily duties for CSA. The purpose for this section was giving us a picture of working as a CSA and understand the process of providing quality service.

Reflective observation: After watching the videos, it led to the second stage- reflective observation. The facilitator asked many questions about whether the CSA perform well and what are the strengthens and weaknesses in the video. Everyone as the learner engaged in the reflection part for giving feedbacks and reviewing what has been done and experienced. At this stage, my teammates and facilitator gave me a lot of comments and insights for how to approach the guests in a better way.

Abstract conceptualization: After the discussion, a formal lecture was given to us. I received some practical tips and techniques about customer service from my facilitator. Through previous observation, reflective discussion with my teammates and the lecture, I digested and generated some new ideas to improve myself and perform better. In this case, I understand to perform excellent customer service, I have to become a good listener, act patient, pay attention to customers’ reaction and smile all the time

Active experimentation: Lastly, a role-play section was assigned to us and I put what I have learnt into practice. It also considered as a part of application for me to translate all the new ideas and understanding into practice as to what actions should be taken in some cases. For instance, to cope with a customer who is emotional, I should stay clam, tried to understand his needs and satisfy him patiently.

Part two

I completed a learning style test from the Internet and it defined me as an accommodater who prefers feeling and doing.

With this learning style, I always rely on intuition instead of logic. Truly, I always make decision from my first feeling. Mostly, I will adopt experiential approach to learn new things and find out the answer by trial-and-error manner. In other words, I prefer learn from fault and experience. Besides, I enjoy new challenges and I do not mind taking the risk to carry out new plan. Therefore, I am willing to learn new things and I good at adapting different circumstances.

Apart from that, people like me prefer works and learns in team. I like small group discussion and solve problem with my teammates. I tend to relay on their information and develop my own idea and analysis. Working as a team, I can generate idea from others perspectives and learn from the process.