Communication Skills Assignment

COMMUNICATION SKILLS ASSIGNMENT
COMMUNICATION SKILLS
ASSIGNMENT 2
DATED: APRIL 5, 2021
Department: BESE 11 - B
Submitted To: Ma’am Komal Malik
GROUP MEMBERS:
 SHEHRYAR SAQIB 347703
 MUNEEB ASIF 334492
 MUHAMMAD KAMRAN 331898
 MAARIJ KHAN NIAZI 348228
 KHALID KHAN 356727
 MUHAMMAD ARHAM 333595

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CASE STUDY
To: Human Resource Department HBM
Subject: Hiring Decision of New Office Manager
The job position for Office Manager had three brilliant applicants. However, after careful
consideration, we have decided to hire Ms. Rose Massin for the position.
Given the current circumstances and the lawsuits HBM faces, Ms. Massin is the perfect
candidate to fill the position of Office Manager. As a former Branch Manager, she has the
relevant experience for the job and during her time as Branch Manager, our company showed
great promise. Her interpersonal skills are just as polished as her technical expertise, and our
business grew substantially with her as the Branch Manager. We can expect similar growth this
time. Moreover, she had an exceptional relationship with the staff, and she can be a great
mentor for our staff. Furthermore, she can help fight the lawsuit related to ‘ageism’, as hiring
an elder member in our team, with the relevant experience, can clear our image.
Hiring Ms. Cheryl Huff was not feasible. Although an experienced worker with the relevant
technical skills, it is widely known that she lacks interpersonal skills which are important for our
business. Soft skills are important to build a working relationship with colleagues, can help in
communication and resolve office disputes. Besides, given the circumstances and recent
lawsuits, abysmal handling of staff at this point, can escalate the situation.
Mr. Carlos Gutiérrez, a current employee of HBM shows great promise and was a strong
candidate for the job. He has played a pivotal role in increasing business in the past two years
and has sound technical and interpersonal skills. However, hiring him in the current scenario
would have to weekend our position with the ‘ageism’ lawsuit. Moreover, Mr. Gutiérrez lacks
the required experience for an Office Manager as he has never managed staff before. However,
as a current employee, Mr. Gutiérrez should be brought in close correspondence to Ms. Massin.
Under her mentorship, he can gain the required experience and leadership skills required for
the job position. When the circumstances are favorable, he can act as the right replacement as
the new Office Manager.
This decision has been taken after mindful contemplation, and we hope it will prove to be the
right one for HBM.
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INDIVIDUAL AND TEAM PROJECTS
Avoiding Sexist Language:

1. All software development specialists and their spouses attended the conference.
2. The supervisor met to discuss techniques for handling union grievances.
3. Technicians must keep accurate records for their monthly activity reports.
4. The President of the corporation met with her sales staff.
5. Throughout history, scientists have tried to make their mark with the discovery of
significant intellectual wealth.
Achieving Audience Involvement:

Personalizing by adding Pronouns and Name:
a. Our company will require further information before processing your request.
b. We have decided that a new procedure must be implemented to avoid further
mechanical failures.
c. Our department supervisor, Mr. XYZ, wants to extend heartfelt thanks for your fine
efforts.
d. You have done a great job by surpassing this month’s quota by 12 percent. I speak for
the entire department by saying thank you.
e. If your computer overloads, simultaneously press Reset and Control. Wait for the screen
command on your monitor. If it reads “Data Recovered”, you can continue operations,
else if it reads “I/O Error”, you should call the computer resource center.
Achieving Reader Benefit:
a. Please sign the attached waiver so we can start laying your cable.
b. To ensure customer satisfaction, please purchase the right program.
c. Please pay your bill at the earliest to continue enjoying our services.
d. Avoid plagiarism and incorrect quotes to pass this assignment.
e. Your team has won half of the last 12 games.
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Rewriting Flawed Correspondence (Audience Involvement):

To: Staff
Subject: Fourth Quarter Goals
Our company failed to meet our third-quarter goals due to poor coordination. To ensure better
performance in the fourth quarter, the organization feels some changes are necessary at the
earliest:
 The sales department should increase cold calls by 15 percent.

 Sales staff should maintain weekly progress reports.
 Ensure employees submit their reports on time.
 Managers should support their staff, helping them reach their goals.
We work as a team and each member is equally important. We should aid each other so that
we fulfill our goals in this quarter.
DEFINING TERMS FOR DIFFERENT AUDIENCE LEVELS
AUDIENCE LEVELS QUESTION 1

Find examples of the definition provided in computer word processing programs, e-
mail packages, Internet dictionaries, and online help screens. Determine whether
these examples provide the term, its type, and its distinguishing characteristics. Are
the definitions effective?
Email Packages
The website explains us email packages used in the JAVA programming language.
The website says:
The JavaMail is an API that is used to compose, write and read electronic messages (emails).
The JavaMail API provides a protocol-independent and platform-independent framework for

sending and receiving mails.
The javax.mail and javax.mail.activation packages contain the core classes of JavaMail API.
The JavaMail facility can be applied to many events. It can be used at the time of registering the
user (sending notification such as thanks for your interest to my site), forgot password (sending
password to the user's email id), sending notifications for important updates, etc. So there can
be various usage of java mail API.
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Analysis of Definition:
The definition gives the term “Java Mail”, along with its type in italics and the rest of the
description is written forward. The definition is concise and explanatory with examples written
in parenthesis. Although, there are some abbreviations such as API and id which he should have
explained. He also explained later that what is javax.mail and javax.mail.activation and what
does it further contains. So, a high and low tech audience can clearly understand, although the
lay audience may get nervous or feel difficulty about some complex terms and abbreviations.
1. Food Panda Help Centre
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Going to the FAQ, it states:
What is foodpanda?
foodpanda is a convenient online food ordering website that connects users with thousands of
local restaurants. Customers can browse through numerous menus and place orders for
delivery or take-away at the best price.
At foodpanda, we believe ordering food online should be fuss-free, fast, and definitely fun.
With just a few clicks you can order from a wide variety of delicious cuisines online.
foodpanda provides you with restaurant menus, customer reviews, and more for over 1500
restaurants spread over 9 cities.
Where is my order?
After placing an order, we directly transfer it to the restaurant which will starts preparing your
food.
Our restaurants do everything they can to get your food delivered as quickly as they can.
However, sometimes they can get crazy busy or stuck in heavy traffic, and this, unfortunately,
might cause delays.
If it’s been too long, you can contact us and we will find out what’s going on immediately.
Reference: Contact Us | foodpanda
The first word gives us the term, which is “foodpanda”. The words in italic tell us the type and
the rest of the information gives us a description. This is an effective way of communication
that any type of audience can understand with ease.
2. Computer Word Processor:
Microsoft word has a search program that gives us a definition of the word we desire.
It explains a term like this
Botany is the scientific study of plants, including their physiology, structure, genetics, ecology,
distribution, classification, and economic importance.
The first word gives the term “Botany”. The words in italic its type and the rest of the
information give their description which contains some technical terms, like genetics and
ecology. It is defined for a low-tech audience, with some typical biological terminology This
definition is coherent to people who have some background in biology, but it not so much
effective for a lay audience.
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AUDIENCE LEVELS QUESTION 2

Find examples of definitions in manuals such as your car's owner's
manual, a computer user manual, or manuals packaged with your MP3
player, Wii, coffeemaker, Bluetooth, iPod, or lawn mover. Note where these
definitions are located. Are they placed parenthetically within the text or in
a glossary? Next, determine whether the definitions provide the term, its
type, and its distinguishing characteristics. Are the definitions effective? If
so, explain why. If not, rewrite the definitions for clarity.
 What are User manuals?

All devices require guides and manuals that will help people use the product effectively.
A handbook, or manual, is generally a series of instructions about a specific subject or topic,
intended to be used as a source of reference by the user for the product. It is usually written by
a technical writer, although user guides are written by programmers, product or project
managers, or other technical staff, particularly in smaller companies.
User guides are most commonly associated with electronic goods, computer hardware,
and software, although they can be written for any product.
Most user guides contain both a written guide and associated images. In the case of computer
applications, it is usual to include screenshots of the human-machine interface(s), and
hardware manuals often include clear, simplified diagrams. The language used is matched to
the intended audience, with jargon kept to a minimum or explained thoroughly.
User manuals with Electronic Devices

User manuals come with electronic devices mostly contain product images with an
explanation. It has the following Characteristics
 Product introduction
 Product images
 Product feathers
 Explanation of product Components
 How product works
 How to use the Product safely
 Precautionary measures
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 Definitions in Electronic Devices:
In most of the manuals for electronic devices, definitions are usually placed parenthetically
within the text. These definitions are often highlighted or written in inverted commas in
between texts.
 Are Definitions described their type and distinct characteristics?
Definitions in user manuals of electronic devices are mostly described in their type and
characteristics along with their purpose for writing it in manuals and have all the required
information.
 Are Definitions Effective?
Since these definitions in manuals are well written and describe their purpose of writing and
convey their message and attract the user by writing them parenthetically.
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AUDIENCE LEVEL QUESTION 3

Find examples of definitions in your textbooks. Where are these definitions placed?
Next determine if they provide the term, its type, and characteristics. Are they
effective?
College and university textbooks have various ways of expressing definitions depending on the
subject in consideration .The reason for this is that different subjects use different methods of
explaining the concepts to the reader, each effective in their own aspect. Some textbooks
would provide few or almost no definitions relying heavily on long paragraphs containing
detailed explanations whereas others would make frequent use of definitions. However, in
most textbooks, the definitions are written either in italics or in a brightly colored box so that
the reader can easily view them at first glance. For example, in the textbook, Practical
Programming Third Edition “An Introduction to Computer Science Using Python 3.6” by Paul
Gries, Jennifer Campbell, Jason Montojo the definition of logarithm on Page 49 is given as
follows:
“The logarithm of a number is how many times that number can be divided until we get to 1.
We will need to know what number we are dividing by—we’ll call that the base. For binary
search, we use base 2, because we divide the list in half each iteration. The logarithm base 2 of
1, which we will write as log2 1, is 0: we don’t need to divide 1 at all in order to reach 1. log2 2
is 1, because 2 ⁄2 is 1. log2 4 is 2: 4 ⁄2 is 2, and 2 ⁄2 is 1, so we divided by 2 twice to reach 1. log2
8 is 3: 8 ⁄2 is 4, 4 ⁄2 is 2, and 2 ⁄2 is 1. Every time we double the number, the logarithm base 2
increases by 1”.Examining this shows us that the definition provides the term ,it’s type and the
additional characteristics such as the procedure related to taking the logarithm of a natural
number. To further add on, the definition is placed within in a parenthesis. In the textbook,
Physics for Scientists and Engineers the definition of instantaneous acceleration is as follows:
“The instantaneous acceleration a is defined as the limiting value of the ratio !v/!t as !t
approaches zero. In other words, the instantaneous acceleration equals the derivative of the
velocity vector with respect to time.” Examining it shows that again the definition contains the
term, it’s type and the necessary characteristics. It is quite precise in length and the explanation
is such that it can be understood by the low-tech audience hence it effectively conveys the
message. The definition is not placed in the glossary rather the terms inside the definition are
present in the glossary. Lastly the use of examples mentioned after the definition greatly help
the reader in understanding the concepts pertaining to the definition.
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Select five to ten terms, abbreviations, or acronyms from your area of expertise or
interest (network communications, accounting, electronic engineering, automotive
technology, biomedical records, data processing, etc.). First, define each term using
words and phrases. Next, define each term in a sentence, conveying the term, its type,
and its distinguishing characteristics. Finally, define each term using a longer
paragraph. In these longer, definitions include examples, descriptions, or processes.
1) HMI
 Abbreviation:
HUMAN-MACHINE INTERACTION
 Meaning:
A Human-Machine Interface (HMI) is defined as a feature or component of a certain device or

software application that enables humans to engage and interact with machines
 Sentence:
Human-machine interface (HMI) becomes more and more important in the computer system, it
is the main content to be researched in a modern computer.
 Longer paragraph:
A human-machine interface (HMI) is the user interface that connects an operator to

the controller for an industrial system.
Industrial control systems (ICS) are integrated hardware and software designed to monitor and
control the operation of machinery and associated devices in industrial environments, including
those that are designated critical infrastructure. An HMI includes electronic components for
signaling and controlling automation systems.
Some HMIs also translate data from industrial control systems into human-readable visual
representations of the systems. Through the HMI, an operator can see schematics of the
systems and turn switches and pumps on or off, for example, or raise or lower temperatures.
HMIs are usually deployed on Windows-based machines, communicating with programmable
logic controllers (PLC) and other industrial controllers.
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The accessibility of HMIs poses a risk for ICS security. The systems themselves have long been
considered secure from malware because they were not connected to the Internet. In some
cases, administrators have deliberately disabled security mechanisms
2) ATV
 Abbreviation:
ALL-TERRAIN VEHICLE
 Meaning:
 An all-terrain vehicle (ATV) is defined as a motorized off-highway vehicle designed to
travel on four low-pressure or non-pneumatic tires, having a seat designed to be
straddled by the operator and handlebars for steering control.
 Sentence:
The ATV flipped several times, police said, throwing the driver and passenger onto the roadway.
 Paragraph:
ATV is an abbreviation for an all-terrain vehicle, a vehicle with specialized treads and/or wheels
that allows it to travel on off-road terrain.
ATVs are designed to travel over rocks, snow, and other difficult terrains. In the U.S., the term
typically refers to a vehicle that has four (or at least three) wheels, a straddle seat, and
handlebars for steering. ATVs are typically designed for one person, though some can
accommodate two riders.
ATV is used as a noun, as in My cousin and I used to race ATVs in the hills near our
neighborhood. ATV is a common way to refer to such a vehicle—it’s more common to call it an
ATV than to say all-terrain vehicle.
The term quad is commonly used to refer to an ATV that has four wheels and is typically used
for recreation.
In real life, ATVs are popular for recreation, such as off-roading. But they are also used for
practical and professional purposes.
Example: You’d need an ATV to cross those rocky paths.
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3) AVI
 Abbreviation:
AUTOMATIC VEHICLE IDENTIFICATION

 Meaning:
AVI (Automatic Vehicle Identification) tags are essential to the Parking Management
system, so vehicles passing through the Hospital Garage, College Town Garage, and/or
surface lots can be identified. Your AVI Tag should be placed on your vehicle windshield
to identify you as a registered parker.
 Sentence:
Examine the car's windshield and dashboard to find the Automatic vehicle identification.
(AVI).
 Paragraph:
As you delve into the world of automatic vehicle identification (AVI) technology, it can feel
begin to feel increasingly overwhelming and complex. There are a wide variety of AVI
technologies available, and there are many features to consider when searching for the right
solution for an AVI project. Our team of subject matter experts is here to break down the
basics.
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Let’s review AVI and the ways it provides frictionless and hands-free access, and then we’ll take
a closer look at the two main technologies used in AVI applications: RFID and LPR.
AVI: Hands-Free Vehicle Access Control
The principal goal of automatic vehicle identification (AVI) is to increase safety, security and
oversight, while preserving the comfort and convenience of hands-free access for drivers
entering or exiting a facility or parking area.
AVI is a hands-free access solution; it verifies a vehicle’s credentials automatically, meaning

drivers don’t have to fumble for any identification cards or roll down their windows to interact
with a guard.
In addition to enabling convenient and frictionless vehicle access, AVI also enables cost-efficient
and reliable vehicle and traffic management. With AVI, credential validation happens quickly
and requires no human intervention. This results in fewer errors and greater reliability and
helps you maximize your return on investment.
Another significant advantage of AVI is the increased security it provides. An AVI solution can
support the ability to automatically deny access to unauthorized vehicles. And AVI also
increases security by enabling increased visibility. With AVI, it’s easy for operators and parking
managers to maintain knowledge and information about the vehicles coming and going from a
location.
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In short, AVI is ideal for heightening security and streamlining operations, while at the same
time preserving the comfort, ease, and expediency of hands-free vehicle access.
4) ADAS
 Abbreviation:
Advanced driver-assistance systems

 Meaning:
ADAS is a family of safety systems that are designed to work together to automate and enhance
vehicle safety by alerting the driver to potential problems and avoid collisions.
 Sentence:
The category of features that is increasing most rapidly is Advanced Driver Assistance Systems
 Paragraph:
As our roads become busier, driving carries increasing risks. Luckily, technology comes to our
aid with Advanced Driver Assistance Systems (ADAS). These systems help drivers with tasks like
monitoring, warning, braking, and steering and they’re expected to grow in popularity over the
next decade. Every driver faces hazards on the road. Traffic has never been busier, road
congestion is at its highest and drivers are more stressed than ever. And that’s where Advanced
Driver Assistance Systems (ADAS) come in.
Here are some of the ways that Advanced Driver Assistance Systems currently alert drivers to
hazards on the road:
 Lane departure warnings

When a driver gets too close to another car, the system creates an alert, encouraging the driver
to slow down and to create more distance. If the car is traveling at a high speed, the driver has
enough time to perform an emergency stop and avoid colliding with the vehicle in front. There
are several variations of the technology and the most advanced systems that enable the car to
take control and steer away from the lane edge, without human interaction is ADAS.
 Pedestrian detection
Cameras are mounted behind the rearview mirror and they work by using advanced sensors to
detect movements in the road ahead.
 Preventing driver fatigue
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Fatigue detection systems use an infrared camera that points directly to the driver’s face. The
camera is mounted on the dashboard to give a full view of the driver’s face without impairing
their vision.
5) HEV
 Abbreviation:
Hybrid Electric Vehicle

 Meaning:
A hybrid electric vehicle (HEV) is a type of hybrid vehicle that combines a conventional internal
combustion engine (ICE) system with an electric propulsion system (hybrid vehicle drivetrain.
 Sentence:
Hybrid Electric vehicles(HEV) have exploded in the Western market today
 Paragraph:
Today's hybrid electric vehicles (HEVs) are powered by an internal combustion engine in
combination with one or more electric motors that use energy stored in batteries. HEVs
combine the benefits of high fuel economy and low tailpipe emissions with the power and
range of conventional vehicles.
A wide variety of HEV models are currently available. Although HEVs are often more expensive
than similar conventional vehicles, some costs may be recovered through fuel savings or state
incentives. Compare HEV and non-hybrid models side by side using the "Can a Hybrid Save Me
Money?" tool on FuelEconomy.gov. The tool compares the costs of a selected HEV with a
comparably equipped non-hybrid model from the same manufacturer and provides fuel cost
savings associated with the HEV option.
 Help from an Electric Motor

In an HEV, the extra power provided by the electric motor may allow for a smaller combustion
engine. The battery can also power auxiliary loads and reduce engine idling when the vehicle is
stopped.
 Regenerative Braking
An HEV cannot plug into off-board sources of electricity to charge the battery. Instead, the
vehicle uses regenerative braking and an internal combustion engine to charge. The vehicle
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captures energy normally lost during braking by using the electric motor as a generator and
storing the captured energy in the battery.
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In small groups composed of individuals from like majors, list ten high-tech terms
(jargons, acronyms, or abbreviations) unique to your degree programs. Then,
envisioning a lay audience, parenthetically define and briefly explain these terms. To
test the success of your communication abilities, orally share these high-tech terms
with other students who have different majors.
Following are the thigh tech terms in accordance with the field of Software Engineering:
1. CONTENT CURATION:
Content curation is the process social media sites use to gather and present content
(articles, links, videos, images, etc.) that are relevant to a specific topic or a user’s area
of interest. Content can be selected manually by a person designated as a curator, or it
can be gathered through automated programs that track things like upvoting, or analysis
of a user’s previous online activity.
2. EMBEDDING:
Embedding is the process of putting social media content on a web page. When you see
a YouTube video on a blog you are reading, or a tweet posted on a business’ website
you’re checking out, that’s an example of embedding. Embedding is done through HTML
code, and most social media sites have an “Embed” option that gives you the exact code
you will need.
3. UGC:
Full-Form: User Generated Content
Explanation: User-generated is social media content (posts, photos, videos) created by
users about a brand or product and not by companies or organizations themselves.
When a local restaurant retweets a Twitter user’s positive shout-out, or Coca-Cola
reposts a picture of an Instagram user drinking a Coke, that’s UGC.
4. CTA:
Full-Form: Call to Action
Explanation: A call to action is the text, banner, form, or image on a web page (or email)
asking a visitor to take an action—read more content, join an email list, sign up for a
webinar, buy a product, etc. CTAs are a marketing tool that converts web users into
leads for businesses.
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5. CTR:
Full-Form: Click Through Rate
Explanation: The click-through rate is the percentage of users who click on links in web
pages or marketing emails. CTR is significant because it measures how many users are
actively engaging with linked content on a site.
6. SEM:
Full-Form: Search Engine Marketing
Explanation: SEM describes the use of paid advertising (such as brief copy, product
listings, and video clips) on search engines (Google, Yahoo, Bing) to drive user traffic to
your website.
7. Traffic:
Traffic is the total amount of users who visit a website. Overall traffic is then broken
down into specific types of visits—like unique visitors and total clicks.
8. PPI
Full-Form: Pixels Per Inches
Explanation: PPI—also known as “density”—describes the number of pixels (small dots
of light that combine to create an image) per inch on a device display. The higher the PPI
count, the sharper images and text will appear.
9. Serif
Serifs are small lines attached to the end of letters or symbols in the “serif” font family
(Times New Roman, Lucida Bright), distinguishing those fonts from “sans serif” font
families (fonts without serifs, like Arial, Helvetica).
10. VM
Full-Form: Virtual Machine
Explanation: Virtual machine is software that makes it possible to use one computer operating
system (like Windows 10) on a computer running another system (like a MacBook Pro).
Examples include Virtual Box, Parallels, and VM Ware.
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Recognizing Issues of Diversity:
a. Let us meet at 8:30 PM Pacific Time.

b. The best size for this component is 16 X 23 X 41 meters.
c. To keep out of financial trouble, we need to gather a group of employees who can
quickly work out a solution to help us solve this issue.
d. We need to produce pamphlets to increase business.
e. The meeting is planned for 7 September 2012.
Rewriting Flawed Correspondence (Diversity):
From: Nachman Sumani

Subject: Brainstorming
We have got an important deal upcoming with a major European player, and I need your
advice. Before the meeting, brainstorming ideas will be a major aid. The client needs a proposal
by 12 May 2012, so I need your input before that date. Give ideas related to:
 What should the price be for our product if the client buys in bulk?
 What is our turnaround time for production? Can you people manage production if I
promise delivery in six weeks?
E-mail me your feedback by 1:00 PM Pacific Time, on 11 May 2012. This deal is important and
failing to secure this will be dreadful for the company’s finances.
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PROBLEM-SOLVING THINK PIECES

THINK PIECE 1
Date: April 1, 2021

To: Mr. Jones
From: Goodwin & Associates Insurance Co.
Subject: Water Damage Claim
We here at Goodwin & Associates Insurance Co. feel deeply saddened after hearing the news of
the flood. This has caused trouble for several people. This flood has drowned in it, several
precious lives, and some chirping faces. This truly hurts us at our deepest. Moreover, this thing
is more disheartening that we cannot help with your loss.
We know our company has taken the responsibility of giving full replacement coverage in case
of water damage but there are certain conditions in which this policy is implemented. These
conditions include the following circumstances:
 Damage due to water pipe breakage.
 A hailstorm enters the home.
 Heavy rain makes the ceiling leak.
We hereby are sorry that your damage cannot be compensated by the company as it is not up
to the conditions of insurance. However, we may try to contact an NGO or such an organization
that could help you in need. We wish that you and your family may recover soon from this
trauma. Please consider apologies from our side. We will still try to compensate for your loss at
our best through different means, but still, complete recovery is impossible for us.
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THINK PIECE 2
Job: Retail Banking

Primary Location: XYZ Bank, Peshawar, Pakistan
Schedule: Full-time
Employee Status: Permanent
Posting Date: 31/Mar/2021, 11:12:04 AM
ABOUT STANDARD CHARTERED:

 We are a main global bank focused on aiding individuals and organizations flourish
across Asia, Africa, and the Middle East.
 As far as we might be concerned, acceptable execution is about considerably more than
making money. It is tied in with showing how you exemplify our esteemed practices -
make the best decision, better together, and never settle - just as our image guarantee,
Here for great.
 We are focused on advancing balance in the work environment and making a
comprehensive and adaptable culture - one where everybody can understand their
maximum capacity and make a positive commitment to our association. This in turn
helps us to provide better support to our broad client base.
 In our organization, our bank tellers accomplish more than handle cash; they set up and
sustain associations with our esteemed clients. We are industry pioneers since
individuals trust us to deal with their monetary exchanges with the most extreme
consideration and tender loving care. To proceed with this custom of unrivaled help and
responsibility, we are searching for a certified bank employee to join our group. Our
optimal applicant will have insight into banking measures, cash the board, and client
care. As a matter of first importance, you should be reliable and exact. Your
commitment will support our standing as a confided-in bank locally and in the country.
 The Financial Trust & Annuity (FTA) is pleased to announce that it is rising at a rate of
approximately 15% per year. The bank needs talented tellers like you to keep up with
this pace of development! We have the ideal job for you if you are a professional or
aspiring bank teller. Since the work requires no physical skills, people with disabilities
are encouraged to apply.
Being a multinational corporation, we have customers of different races and require
employees skilled to service them.
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OBJECTIVES OF THIS ROLE:

 Serve customers by managing documents, information, and financial transactions
successfully and in an organized, efficient, and secure manner
 Build awareness of new products and services, and identify customer needs to capitalize
on the business referral opportunities
 Meet and exceed bank service standards, greeting and acknowledging each customer
warmly, and making them feel welcome while complying with bank procedures and
security protocols
 Work as a team with other tellers to complete daily tasks, demonstrating respect and
professionalism, being prompt, and supporting management with a special request as
needed.
Main role responsibilities:

Strategy:
Deliver teller-related functions in the branch to ensure that customers enjoy high-quality
service. To project a professional and friendly picture while also assisting the TSM in retaining
operational control and increasing operational performance.
Business:
Deals Referrals: where relevant, identify prospects for cross-selling pitching from the
perception of client exchanges and feature something like deals staff.
Processes:
Deliver quality service while carrying out the following transactions for customers:
 Cash deposits
 Cash withdrawals
 Demand draft/pay order instructions – accepting and processing
 Accepting instructions for FD breaks
 Effecting internal account to account transfers
 Accepting and processing stop payment instructions
 Ensure that all the above services are delivered with accuracy.
 Assist in Service Delivery by ensuring timely service to customers so customer traffic is
efficiently managed. Recommend workflow changes for customer service with greater
efficiency and effectiveness.
 General Reconciliation and Compliance Activities at their level, which may typically
include:
 Dual control of cash functions.
 Control of security stationery
 Review of processing entries and vouchers.
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Governance:
 He / She knows about the bank's Mis-selling and Sales Policies and guarantee adherence
to every one of the occasions.
 Instructing clients about direct financial channels so explicit exchanges can be relocated
to net banking, telephone banking, ATMs, and so on
 Guarantee he/she is completely mindful of the multitude of arrangements and systems
gave corresponding to ORMA, Group Code of Conduct, Know Your Customer, and
Money laundering anticipation. He/she should guarantee consistency with these
approaches and methodology on a progressing premise. Any dubious exchange should
promptly be accounted for by the managing official.
Regulatory and Business conduct:
 Premises management in fields of promoting, merchandising, housekeeping, shop

management. As an employee, you are liable for working with the Bank to guarantee a
protected and sound working environment for all.
 Take reasonable care for the health and safety of co-workers and those who may be
affected by your actions or your omissions.
 Co-work with Management to help and advance Health and wellbeing in the working
environment; Ensure that your activities do not put others in danger; Work solidly and
safely; Encourage others to work in a sound and safe way; Report all mishaps and
occurrences, and Bring to the consideration of the administration any peril in the
working environment.
Skills And Qualifications:
Academics and Experience:

 Graduate/ Postgraduate
 High school diploma or equivalent.
 Anywhere between 1 - 4 years of overall experience
Accounting Basics: Bank employees handle cash and consequently should have the option to
monitor numbers. Although most exchanges are guided and followed by PCs, tellers need to
understand what the figures ought to be so they can perceive and react to an issue if one
happens
Basic Knowledge of financial software: He/she must know basic financial software. Preparing
might be accessible at work, yet understanding the product in advance, is a benefit
Written and verbal communication: Tellers not only deal with money but also with people.
He/she must be able to interact clearly with coworkers and clients, clarify policies and
Page | 24
procedures, and perhaps even deal calmly with would-be bank robbers. To the vast majority of
customers, bank tellers are their employer's public face, and they must serve them well.
Good Interpersonal and time-management Skills:
Excellent communication, customer service, and time-management skills are very important.
He/she will have the behaviors and tactics that help them to interact with others effectively.
The ability to pass a background check is also an essential requirement.
Team-playing ability:
Bank employees will regularly work with other financial representatives, including
moneylenders and other bank employees, and solid collaboration abilities are vital.
Problem Solving and project management:
He/she is regularly associated with numerous activities all at once. The capacity to help various
clients all at once, while yet being exact and proficient is a necessity when functioning as a bank
teller.
He/she will likewise require great critical thinking abilities. Clients will frequently go to save
money with an issue, regardless of whether it is the requirement for assets or worry with their
ledger. The bank teller must comprehend the issue and afterward recognize the essential
strides to take to defeat it.
Attention to detail, cash handling, and processing loan:
The capacity to consider detail will help the bank employee in addressing client needs with
exact money exchanges. Some bank tellers may have to handle credits. The capacity to
comprehend a client's requirements and gather the important records will help with a
convenient cycle. Cash handling skills include completing cash transactions for customers, count
the cash in their drawers at the start of the day, and reconcile the amount in their drawers at
the end of their shifts.
Preferred Qualifications:
 Bachelor’s degree in related field
 Skills with upselling or product recommendations are a bonus
 Knowledge of word processing software
Apply now to join the Bank for those with huge vocation ambitions. To see data on our
advantages including our adaptable working if it is not too much trouble, visit our professional
pages. We invite discussions on adaptable working.
Page | 25
THINK PIECE 3
West Central Auditors

"Your Technical Engineering and Energy Resource Experts"
1890 River Potato, Idaho 89022
March 12, 2012
Marks-McGraw, Inc.
2145 Oceanview Clackamas, Oregon 31002
To the Staff:
We will visit your plant next week for the Technical Engineering Analysis. To ensure that
our visit goes smoothly, we plan this procedure:
• Your plant foreperson will have his engineer assemble his Computer-aided drawings for
the power plant at Brush Prairie.
• Our team will review these drawings against Technical Energy specs, such as specific cost
estimates for energy usage and energy data.
• Our Energy research group will then help your team plan and prepare your facilities for
technology changes mandated by the Department of energy office of the Energy efficiency
and renewable energy.
• We also want to review your engineer's plans for any building envelopes. Ask the
engineer to bring all the relevant correspondence the clients have with him/her.
This audit should take approximately seven person hours. It is a difficult task to do. If we
must go off-site for lunch or breaks, the job will take even longer. Therefore, please ask
your administrative personnel to provide drinks and food for our six representatives. Tell
them that we have no dietary concerns, so anything they provide will be greatly
appreciated.
Sincerely,
Jim Wynn, Team Manager
Page | 26
THINK PIECE 4
Example Number 1 2 3 4 5
Audience Type Lay High High Lay Low
Criteria Language Language Language Language Language

Language  Abbreviation  Acronyms  Jargons  Abbreviation  Abbreviation
 Abbreviation
 Acronyms Content Content Content Content Content
 Jargons  General  Specific  Specific  General  General
Content
 General
 Specific
 Background
Tone Tone Tone Tone Tone Tone
 Formal  Informal  Formal  Formal  Informal  Formal
 Informal
Format Format Format Format Format Format
 Highlighting  Highlighting  Graphics  Graphics  Highlighting  Highlighting
 Graphics
__type
__complexity Type: Type: Type: Type: Type:
__color Marketing Trade magazine Trade Marketing Instructions
__labeling brochures magazine brochures
Page | 27
THINK PIECE 5
Example A is written to a high-tech audience. The first and foremost reason is

that abbreviation and acronym like OIM is used instead of the full form.
Specialized jargons for example patch files(which are not understood by the
common people) are also used. The use of relevant background data is less
frequent. In addition, the length of the sentences and the paragraphs is not too
long with the writer refraining from giving detailed explanations. Furthermore,
the text is formatted in a way that it targets and directs the high-tech audience.
Example B is written to a low-tech audience. The first point to support this

answer is that the writer uses full form of the acronyms such as the Operator
Interface Module along with the acronym itself and gives detailed explanation of
their meanings. Specialized jargons are used less often and whenever they are
used , the explanation is given as well. The use of relevant background data is
prevalent as opposed to its counterpart. The paragraphs and sentences used are
lengthy and as explained earlier extensive explanations are given. In addition, the
main topic is further divided into sub-topics and a flow chart is used to fully aid
the low- tech audience in understanding the topic.
Page | 28
WEB WORKSHOP
WEB WORKSHOP 1
You are the Director of Human Resources for your company. Your job is to write a
nondiscrimination policy. To do so, access an online search engine to find other
companies' nondiscrimination policies. Compare and contrast what you find. Then,
based on your research, write your company's policy.
Nondiscrimination policy statement:

 Objective
 We respect both staff and career seekers as exceptional people at our organization,
and we value the diversity of perspectives they bring to the table. As such, we have a
strict non-discrimination policy. We believe everyone should be treated equally
regardless of race, sex, gender identification, sexual orientation, national origin,
native language, religion, age, disability, marital status, citizenship, genetic
information, pregnancy, or any other characteristic protected by law. If you feel that
you have been discriminated against, please let your manager or Human Resources
Department know as soon as possible. Every complaint will be appropriately
investigated.
 Our organization has built up this arrangement to guarantee that every one of its
representatives can work in a climate liberated from unlawful badgering, separation,
and counter. We will put forth every sensible attempt to guarantee that all
concerned know about these arrangements and know that any grumbling
disregarding such strategies will be examined and settled properly.
 These approaches ought not, and may not, be utilized as a reason for barring or
isolating people of a specific sex, or some other secured trademark, from partaking
in business- or business-related social exercises or conversations. All in all, nobody
should wrongly participate in separation or prohibition to maintain a strategic
distance from charges of badgering. The law and the arrangements of organization
restrict dissimilar treatment based on sex or some other secured trademark,
concerning terms, conditions, advantages, and perquisites of business. The
disallowances against provocation, segregation, and reprisal are expected to
supplement and further those arrangements, not to frame the premise of an
exemption for them.
Page | 29
 Equal employment opportunity
It is the approach of the company to guarantee equivalent business opportunity without

segregation or provocation based on race, shading, religion, sex, sexual direction, sex
personality or articulation, age, inability, conjugal status, citizenship, public beginning,
hereditary data, or some other trademark secured by law. [Company Name] forbids any such
separation or badgering
 Right to Work in Professional Environment
Zero tolerance for harassment:
 The company has a zero-tolerance policy for sexual harassment or discrimination, racial
harassment or discrimination, or any other form of harassment and discrimination
(religious, language, sexual orientation, et cetera). If you feel that you have been harassed
or that an employee has discriminated against you,
 Dirty behavior incorporates undesirable sexual or heartfelt suggestions, wrong sexual jokes,
or remarks concerning sexual exercises. Representatives ought to never get to porn on
organization-possessed hardware, even off organization property. Utilizing your gadget to
get to porn while working or in the organization of different representatives is likewise
illegal.
Disability discrimination:
 Everyone has the right to work, according to the company. Employees with disabilities
who may handle the basic tasks of their employers, with or without appropriate
accommodations, are entitled to the same protection and respect as all personnel.
 Reporting procedure
 Any employee who feels they have been harassed, discriminated against, or otherwise
treated negatively because of their race, religion, gender, or other characteristics,
should report the harassment to one of the following people:
 Any human resources employee.
 The direct manager/supervisor.
 Anyone in their supervisory line (manager, director, et cetera).
 Employees will not face any consequences for failure to mention anything that
happened to them. No retaliation will be taken against someone who makes a good
faith complaint. Even if the audit finds no evidence of unethical conduct, a good faith
report indicates that the employee suspects something inappropriate occurred.
Page | 30
 The company will at that point lead an examination. This may take a lot of time,
contingent upon the circumstance. The company anticipates that all employees should
partake in the examination and keep things secret as permitted by law. Toward the
finish of the examination, the exploring party (generally a Human Resources staff part,
yet sporadically another person, or even an external agent) will give a report and a
proposal. The representative who detailed the episode will be educated that the
examination is done.
 Any representative blamed for improper conduct will be treated with deference. On the
off chance that the allegation is not kidding and believable, the representative might be
suspended, with or without pay, during the length of the examination. The blamed
representative will be told the result of the examination. If the examination uncovers
that the representative was to blame, the charged worker might be liable to train. This
can incorporate anything from a verbal censure to an end, contingent upon the
circumstance and the seriousness of the issue.
 It would be deemed discrimination and harassment if an employee files a false report. A

bad faith lawsuit happens when the plaintiff deliberately lies or misrepresents the
situation to blame a coworker, damage someone's reputation, or achieve personal
benefits.
 Individuals and Conduct Covered
These policies and strategies apply to all candidates and representatives, regardless of whether
identified with lead occupied by individual workers or by somebody not straightforwardly
associated with the company (e.g., an external seller, advisor, consultant, or client).
Direct restriction by these arrangements is unsuitable in the working environment and any
business-related setting outside the working environment, for example, during work excursions,
conferences, and business-related get-togethers.
NOTE: Any employee who has questions or concerns about these policies should talk with
the director of human resources or a member of the personnel practices committee
Page | 31
WEB WORKSHOP 2
You are head of International Relations at your corporation. Your company is
preparing to go global. To ensure that your company is sensitive to multicultural
concerns, research the cultural traits and business practices at five countries of your
choice. Report your findings in an email.
To: HUMAN RESOURCE CORPORATION
From: Head of International Relations
Subject: MULTICULTURAL POLICY
Greetings,
Growing global poses new challenges due to diversity and multi-cultural interactions. After
carefully assessing diversity policies in countries like the USA, UK, Germany, Russia, and Japan,
our company has implemented our policy on multi-cultural concerns. Hereby, all staff members
must abide by these rules:
 A multinational company is a home to several diverse communities and ethnicities.

Therefore, being Politically Correct always is immensely important. It a way to make
your colleagues feel more comfortable in the workplace.
 Punctuality. Time management is a skill that every individual needs to have to be a part
of a prestigious international organization. Efficient management skills make an
employee productive. It is a sign of a professional work environment and shows respect
for other people’s time.
 Professional dressing is an integral part of an organization. It must be followed by both
genders. For men, it is One-or-two-button suits with matching pants and a jacket and for
women, it is Business suits with a skirt and blazer or Blouses that are not sleeveless. Our
company will follow these dress codes while visiting or dealing with multi-national
companies.
 Greetings and titles also need to be kept in mind while dealing with other employees
and people from other companies. Greetings must start with a handshake, followed by a
professional introduction. You must address a counterpart by “Mr.” or “Mrs.” followed
by their surname, and to use their title (“Doctor”, etc.). One must greet them politely
without any sign of resentment as it reflects a positive image. Always remove glasses
when greeting. It is considered rude not to do so. Bow lightly and quietly hand a
business card with both hands.
 Conversations should be limited to non-controversial topics. Small talk related to shows,
the weather is appreciated and helps define a friendly environment. However,
employees are suggested to refrain from political, religious, or racial slurs and abuses.
Employees should respect co-workers’ beliefs and opinions. Modesty is a key
component of a multinational company.
Page | 32
WEB WORKSHOP 3
Unfortunately, companies occasionally are sued for unfair hiring practices, wrongful
termination of employees, or other discriminatory practices on the job. These lawsuits
can depend on the company’s perceived biases related to age, gender, physical
disabilities, or ethnicity. Find about corporate challenges with lawsuits, and report
findings in an email.
Respected Sir,
It is stated that I wish to talk about the increasing rate of an issue i.e., racial discrimination.
Recently this issue has raised much and is now one of the leading issues in most aspects.
A lawsuit has been filed against one of the most prestigious and well-known companies i.e.,
Walt Disney.
Background of Lawsuit:
The court fight over equal pay at Disney started in April 2019 when two employees, Laronda
Rasmussen and Karen Moore, filed a lawsuit claiming that Disney discriminates against female
workers by paying them less than their male colleagues. They stood up against the company and
demanded justice in all aspects. Seeing this, ten more female workers supported this case and
therefore, the case became stronger. This matter was handled by the lawyer, Lori E. Andrus,
who was striving to get certified as a class action.
The reaction of Disney:

Disney has aggressively pushed back on the entire matter, saying it maintains “robust pay-equity
practices and policies” and calling the accusations “ill-informed and unfounded.” It denied all
the allegations saying, it “does not prohibit its employees from talking about their pay and
looks forward to proving the falsity of this latest plaintiff claim.”
Resolving the Issue:

Finally, seeing no chance at last all the employees were granted a considerable amount of
money, but they were fired. Disney became ill-famed but then it covered the matter by proving
itself innocent in different news channels and courtrooms.
Companies of all kinds are facing increasing pressure to address questions of gender inequality
in the workplace. Such kind of act is not expected from such great names. However, this is a
serious issue that needs to be resolved in this modern world because the fact is if men and
women are working equally, without discrimination, then they should be rewarded equally too.
Regards,
X.Y.Z
Page | 33
QUIZ QUESTIONS:
What are the four main types of audience based on their level of knowledge, and what are
the differences among the types based on their level of knowledge?
1. High-Tech Audience: People who have the same level of understanding on a subject as
you that can include people who work in a similar capacity as you.
2. Low-Tech Audience: People who are familiar with the subject matter but do not know
about specific jargon and procedures related to the work.
3. Lay Audience: People unfamiliar with your area of expertise and no knowledge of the
subject.
4. Mixed Audience: People who have different levels of understanding. A mixed comprises
of High-Tech, Low-Tech and Lay Audience.
What are the three ways to define terms in technical documents?

1. Parenthetically: Writing meaning in parenthesis when the word is first used.
2. In a Sentence: Write a sentence to define the meaning of the word used.
3. Glossary: An alphabetic list of words at the end that defines each technical term.
What are the main parts of a definition?

Follows the style: Term + Type + Distinguishing Characteristics.
When the term is used, the type of word should be stated and then some prominent features
to help understand the meaning and use of the technical term.
Why should you consider a multicultural audience when you write a technical document?
 Diversity is protected by law and failure to abide can result in legal action.
 All people are created equal are respecting diversity is a humane thing.
 Diversity is good for business as respecting people creates an environment of trust and
people work better when they feel trusted.
 Diversity keeps employees competitive as capable people are not limited to a specific
ethnicity. Talented people working together as a team can be great for productivity.
Page | 34
What guidelines should you follow when writing to a multicultural audience?
 Used stylized graphics to represent people.

 Add units with measurements, numbers, and time zones with time and dates.
 Avoid Figurative Language, Idioms and Jargons.
 Distinguish between Nouns and Verbs.
 Watch for Cultural Biases.
 Avoid Humor.
 Avoid Slashes.
What is sexist language?

Sexist language unnecessarily identifies gender and gives the impression that a gender is
superior to the other.
What are three ways to avoid sexist language?
 Use gender-neutral nouns and pronouns.

 Avoid sexist stereotyping.
 Use non-sexist alternatives for words that treat a specific gender as secondary.
How can you achieve audience involvement in your technical communication?
 Use Personalized tone by use of pronouns such as You and ‘We’.

 Use Names to create a friendly reading environment.
 Use Positive Words to motivate the reader and explain the benefits for the reader in
your writing.
What are the two things you can do to express reader benefit in technical communication?
Explain the advantages the reader can benefit from by following the steps in the writing.
Motivate him by either stating such facts at the start or end of writing to create interest so that
he listens to what you have to say. Moreover, use positive words instead of words with a
negative connotation that might put off the reader. Doing so can further support the reader's
benefit.
Page | 35

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COMMUNICATION SKILLS ASSIGNMENT

DATED: APRIL 5, 2021

INDIVIDUAL AND TEAM PROJECTS

Avoiding Sexist Language:

Achieving Audience Involvement:

Rewriting Flawed Correspondence (Audience Involvement):

 The sales department should increase cold calls by 15 percent.

DEFINING TERMS FOR DIFFERENT AUDIENCE LEVELS

AUDIENCE LEVELS QUESTION 1

The JavaMail API provides a protocol-independent and platform-independent framework for

The javax.mail and javax.mail.activation packages contain the core classes of JavaMail API.

1. Food Panda Help Centre

Going to the FAQ, it states:

AUDIENCE LEVELS QUESTION 2

 What are User manuals?

User manuals with Electronic Devices

 Definitions in Electronic Devices:

AUDIENCE LEVEL QUESTION 3

AUDIENCE LEVEL QUESTION 4

A Human-Machine Interface (HMI) is defined as a feature or component of a certain device or

A human-machine interface (HMI) is the user interface that connects an operator to

Example: You’d need an ATV to cross those rocky paths.

AUTOMATIC VEHICLE IDENTIFICATION

AVI: Hands-Free Vehicle Access Control

AVI is a hands-free access solution; it verifies a vehicle’s credentials automatically, meaning

Advanced driver-assistance systems

 Lane departure warnings

 Preventing driver fatigue

Hybrid Electric Vehicle

Hybrid Electric vehicles(HEV) have exploded in the Western market today

 Help from an Electric Motor

AUDIENCE LEVEL QUESTION 5

Recognizing Issues of Diversity:

a. Let us meet at 8:30 PM Pacific Time.

Rewriting Flawed Correspondence (Diversity):

From: Nachman Sumani

PROBLEM-SOLVING THINK PIECES

Date: April 1, 2021

Job: Retail Banking

ABOUT STANDARD CHARTERED:

OBJECTIVES OF THIS ROLE:

Main role responsibilities:

Regulatory and Business conduct:

 Premises management in fields of promoting, merchandising, housekeeping, shop

Skills And Qualifications:

Academics and Experience:

Good Interpersonal and time-management Skills:

West Central Auditors

Audience Type Lay High High Lay Low

Criteria Language Language Language Language Language

Example A is written to a high-tech audience. The first and foremost reason is

Example B is written to a low-tech audience. The first point to support this

Nondiscrimination policy statement:

 Equal employment opportunity

It is the approach of the company to guarantee equivalent business opportunity without

 Right to Work in Professional Environment

Zero tolerance for harassment:

 It would be deemed discrimination and harassment if an employee files a false report. A

 Individuals and Conduct Covered

From: Head of International Relations

Subject: MULTICULTURAL POLICY

 A multinational company is a home to several diverse communities and ethnicities.

The reaction of Disney:

Resolving the Issue: