GIBBS’ REFLECTION

Description 
In this element of the cycle, during a reflection upon a situation, the first step is a description
regarding the situation.  The description allows us to demonstrate all of the relevant information
regarding the incident upon which reflection is required.  The knowledge of the scenario is
necessary because it will be useful for making the notes with details in order to have clarity and
comprehensiveness of the scenario and the reflection upon it. 
In this scenario, there was a payment dispute between the client and my company. The old
woman ordered some products from our company, but she ended up requesting money back. She
claimed that the product was not right, and it was damaged upon arrival; therefore, she
considered it a code of misconduct and improper delivery, due to which she is unable to accept
the product. Therefore, in order to compensate for the damage, she claimed money back. As I
was appointed to deal with the scenarios, therefore I dug in the records. Upon going through the
records, I found that the client woman was mistaken. The situation was thoroughly explained to
the client woman, but she was very stubborn, rude, and confident. However, upon checking the
records, I stepped into the situation and explained to her that the credit note was already issued. 
The credit note provided evidence of safe delivery of the goods or products. I managed
to explain to her the situation that she received the right product, and it was a duplication, which
happened by mistake. 
Feeling 
Initially feeling confident as I had an understanding of the customer woman and her concerns
about spending her precious money regarding the product. What I was ill-prepared for were the
rude and confident behavior of the client woman and her stubbornness. The client woman
became agitated throughout the procedure of the complaint and sometimes showed very
aggressive behavior.  However, I can totally understand the situation because this can happen
with someone who is on the verge of the loss of his or her money. It is because of the lack of
trust and disbelieves in the described situation.
Considering the situation and the condition of the client woman, I tried to keep the client woman
calm. However, I certainly felt the pressure, which sometimes undermined my knowledge. It was
an uncomfortable situation for me, and sometimes my tone got aggressive, which was visible
through my body language as well.  It was a potential coming off as me not caring for the client
woman or me being fed up with dealing with the client because of stubbornness and non-
understanding personality. 
Evaluation 
Good: I was knowledgeable and confident that in this situation it is not the fault of our company
but of the deliveryman. Therefore, I was confident to take care of the client woman. 
Bad: I allowed my feelings of visitation to cloud my mind and thinking. This overwhelming
feeling, in turn, affected the decision-making ability, which ultimately reduced customer service
quality.  As I was prepared to deal with the client's claim but her rude and stubborn behavior was
not expected.  Therefore, I was unprepared for her attitude, which ultimately reflected in my
behavior while dealing with her. 
Analysis 
Empathy is a vital trait in every field, especially when customer service is involved. The
customers need to feel reassured that the production team is doing their best to accommodate
their complaints and are in a continuous trial of enhancing improved customer service. It is
considered as a counterbalance between behaving in a way, which displays the dealer's authority
and the status as a customer service provider.  Depicting the sense of empathy to the customers
also creates a sense of personal kind and friendly relationship with the clients or customers. 
During these situations, there is a need to make the client realize that the two to facilitate them. 
Conclusion 
From the described experience, I am more thoughtful of the impact of my behavior and the body
language during the provision of customer service.  I get to know an idea about how rudeness or
kindness can change the client's behavior and expectations from us because it has a direct
influence on their behavior as well. 
From the situation, I get to know that the clients and customers can easily sense our inner
feelings from our body language and the way of our talking.  Therefore, in certain situations, the
Dealers for customer service providers should be more empathetic and kind to the customers or
the clients so that our behavior may not agitate our clients. There is a need to remain calm in
these situations and continue with the depiction of professionalism in almost all situations.
Action Plan
In the future, there is a need to be more proactive, especially in the speech.  The speech with my
colleagues and peers is an important element of the communication and conveyance of my own
ideas to others or to understand other people.  Therefore, the way of speech can help me in
building a better understanding of the behavior of the customers and their thoughts. Usually, the
customers are suffering from the fear of money loss; therefore, sometimes, they depict
aggressive behavior.  The aggressive behavior can be because of their increased expectations. 
As when these expectations are not fulfilled, they sometimes behave this way.  Therefore, there
is a need to accept this and become more confident when the situation is turned into an
unexpected scenario. 
 I understand that I will become more confident over time with this because my previous job
helped me in having more exposure to these uncertain situations.  Due to this, I came to
understand the situation of the customers.  For the more, I get more advice from my peers and
the higher authorities on how they dealt with the situations.

In the field of nursing, almost every time then ulcers have to face situations where the patients
become impatient and start arguing with the nurses on trivial things. Sometimes they even start
showing aggressive and rude behavior to the nurses irrespective of the situation. At that time,
there is a need to depict a kind and empathetic behavior to the patients and their Guardians.
According to Dinc & Gastmans (2013), empathy is considered a vital element, especially to build
the patient-nurse relationship. It is because, with the building of empathetic relationships with
the patients, they will be more reassured that the Healthcare system is providing the quality care
system, which is best in their interests. Through this behavior, the patient can show a sense of
trust and belief in the Healthcare system and will try to understand the health care system and its
procedures as well. According to the NMC, The four major domains include professional
values, communication and interpersonal skills, nursing practice and decision-making, and
leadership management and teamwork. 
These four domains in the nursing practice hold prime importance, especially in dealing with the
situations where the patient's or the guardians file a complaint or are unable to understand the
situation. There is a necessity to maintain professionalism so that our personal feelings, for
example, rudeness and education, cannot be depicted through our body language.  As from the
previous experience, I have learned that the customer is or the patient readily understands our
behavior; therefore, it is necessary to depict the kind behavior. Similarly, interpersonal and
communication skills are necessary elements while dealing with patients (Atkins & Schutz,
2013; Howatson-Jones, 2016). Sometimes patients are similar to the clients there, for the
scenario gives me an understanding of how to deal with patients. Usually, the kind of behavior
makes the patients change their behavior.  In nursing practice, decision-making is an important
step because in any situation where there are chances of a dispute or the situation can get worse;
the decisions should be made based on knowledge and previous experiences. Here the
guidelines of higher authorities also help in handling the situation. Another most important
domain is leadership management and teamwork. Sometimes we have to lead a team so that a
situation can get resolved. For this purpose, leadership skills play a vital role because the leaders
give direction to their subordinates as to how to resolve the issues. At the same time, teamwork
is an important element because we have to work in a team. Therefore, a sense of harmony and
unity should be available in the team to avail maximum benefit (NHS, 2016).
In these situations, Gibbs' reflection of previous experiences can help us to sort out the problem
and our behavior toward the patients.
References
Atkins, S., & Schutz, S. (2013). Developing skills for reflective practice. Reflective practice in
nursing, 23-52.
Dinç, L., & Gastmans, C. (2013). Trust in nurse–patient relationships: A literature
review. Nursing ethics, 20(5), 501-516.
NHS England. (2016). Leading change, adding value. British Journal of Healthcare
Assistants, 10(6), 302-303.
Howatson-Jones, L. (2016). Reflective practice in nursing, London, Learning Matters.