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Languages Discipline, Hong Kong Institute of Vocational Education

Hong Kong Institute of Vocational Education

LAN4101 English and Communication: Promotional Materials
End-of-Module Assignment (60%)
Semester 6, AY2020/21

Notes to Students

Submission deadline:
Two calendar days after the last lesson (23:55)

Assignment
Download the Assignment task from your Moodle course after 12 noon, five calendar days before the
last lesson.

You are required to write about 300-350 words to express persuasion and emotion when presenting
information, ideas, related explanations, discussion/argument, and evaluation in a written proposal. The
task is on p.3-5 of this Notes to Students.

You should demonstrate that you can organise the given content in order to structure and write effectively
and with confidence the following sections of a proposal:
 Recommended proposal: details of the recommended proposal in light of the given conclusions
drawn from the investigation
1. Implementation: details about how the proposal will be carried out and tactful discussion of
follow-up actions that can enhance the chosen option and address possible concerns
2. Elaboration on benefits: persuasive and tactful discussion of the benefits of the chosen
option
 Conclusion: a brief and positive closing remark that summarises the main idea of the proposal
and makes an appeal to the readers to accept the chosen option

You will be assessed on the following criteria:

 Understanding of and appropriate response to the task situation
 Style and register
 Cohesion and fluency
 Range of vocabulary and expressions
 Accuracy in grammar

LAN4101_EA_Notes to Students (2021_S6) Set 3 P 1|9

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Languages Discipline, Hong Kong Institute of Vocational Education

Submission
 The assignment must be typewritten. On the Answer Booklet (MS Word file), fill in the information
on p.1 and give your answer from p.2 onwards.
 The assignment must be uploaded onto Moodle on or before the deadline. Please follow the
instructions on p. 6 – 9 of this Notes to Students.
 Please be reminded not to copy from any published/online sources without acknowledgement or the
work of other students. You should refer to the IVE/HKDI Student Handbook for regulations
concerning assessments.
 By submitting this assignment, you confirm that it is entirely your own work and does not
involve plagiarism. Students found responsible for violating academic integrity will be
penalised.

Late Submission
 Students who fail to submit the assignment before the deadline because of a valid reason must
submit the original, relevant documentary evidence to the module teacher no later than the third
working day after the due date.
 Approval/Disapproval for reassessment will be granted by the Head of the Language Centre. Upon
approval, students will submit the assignment according to the instructions of the module teacher.

LAN4101_EA_Notes to Students (2021_S6) Set 3 P 2|9

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Languages Discipline, Hong Kong Institute of Vocational Education

Task PART 1
You work at Superfast Mobile, a Hong Kong company providing telecommunications
services. You are now required to complete a proposal on improving the technical
staff’s Putonghua for more effective technical support to customers.
Read the first three sections of the proposal below to understand the context and
situation.

Proposal

Introduction

Purpose

This proposal recommends measures to improve the Putonghua of the technicians of

Superfast Mobile. It is hoped that with the implementation of the recommended
proposal, the number of complaints about the technical staff could be minimised
significantly.

Background

Superfast Mobile offers a wide range of telecommunications services. As its

business expands, there has been an increasing number of customers who speak
Putonghua only. In the January Review of staff performance, it was found that
complaint cases about the technical staff had increased from 2% to 6% as compared
with the same period in 2020. The investigation reveals that over 70% of these
complaints arose from the ineffective use of Putonghua in offering telephone technical
services. Many customers commented that they could hardly understand the staff
when they answered their queries in Putonghua although it appeared that the
technical staff tried very hard.

The impact of ineffective communication is not just financial. It also damages the
good image of the company which proudly won the Best Service Award of the
Telecommunications Industry in Hong Kong in 2019. In view of these problems, the
management has requested measures which would enhance the technical staff’s
Putonghua proficiency for more effective communication.

Situation Identified

It is apparent that there is a pressing need for some remedial measures to address
the issue of increasing complaints from customers about the technical staff. In order
to translate this aim into a specific course of action, proposals for improving the
technical staff’s Putonghua have been made and investigated.

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Languages Discipline, Hong Kong Institute of Vocational Education

Initial Proposals

Three options were initially proposed for immediate investigation:

 to offer 12-week part-time evening training;

 to have 5-day block training with paid leave; and
 to provide 3-month online training.

Investigation Findings

1. Offering 12-week part-time evening training

Taking a part-time face-to-face training course after work is a common and effective
method of learning a language. This option proposes that the employees attend
training for two evenings per week for 12 weeks.
A survey on part-time training shows that one of the advantages is that the skills learnt
can be applied immediately in the workplace. Besides, a 12-week course allows the
staff a longer period to learn and practise the language. However, the learning
effectiveness may be undermined since the participants would possibly be tired after
work, while others may have struggles between work and family when taking training
in the evening twice a week for 12 weeks.

2. Having 5-day block training

Having face-to-face intensive training could be a possible way to help the technical
staff to improve their Putonghua. This option requires staff to study full-time for five
days while they are fully paid.
A feasibility study was conducted and the results show a number of benefits. It is
advantageous to the staff’s learning when they learn the language with full
concentration in the daytime. Also, support among participants and from the trainer
can be maximised to facilitate the learning of the language. Nevertheless, the skills
learnt could not be applied and practised in the workplace immediately. Besides, if a
participant is absent for an afternoon or a day during the block training, he would be
missing a large part of the training.

3. Providing 60-hour online training

Online training is a very popular mode of delivery nowadays. This proposal requires
the staff to complete 60 hours of online training in three months.
Many studies have shown that online courses can bring positive results. First of all,
it is better than scheduled classes because it provides a lot of flexibility to fit the
participant’s schedule. It is also good for enhancing learning effectiveness, as the
learning materials are always readily available and accessible. Yet, the staff may find
it difficult to manage their own learning without any face-to-face interaction. Some of
the staff may have resistance to online training because they may not be confident
enough to use technologies for learning.

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Languages Discipline, Hong Kong Institute of Vocational Education

Task Part 2
Now read the fourth section of the proposal, the Investigation Conclusions, and your
supervisor’s handwritten notes below. Then, using all of the notes, finish writing the
final two sections of the proposal – Recommended Proposal (Implementation;
Elaboration on Benefits) and Conclusion – in 300-350 words in the Answer Booklet
provided. You need to explain why you support the recommended option by
discussing its implementation and elaborating on its benefits. To strengthen
your arguments for the chosen option, you are highly recommended to expand
the given points in the notes with more details other than those stated. Your
answer should demonstrate your ability to communicate your message with
subtlety, tact and sensitivity.

Investigation Conclusions
The investigation findings show three possible
options to improve the technicians’ Putonghua for Selection considerations
effective technical support, all of which have both 1. feasibility
pros and cons. 2. attractiveness
Offering online training to technical staff seems a
feasible idea as it brings a lot of flexibility for the staff.
Yet, there are serious concerns about staff managing This is the one.
their own learning without face-to-face support and
the lack of confidence in using technologies for
learning. Therefore, this option is not
recommended.
Implementation
Providing block training with pay would not be
advisable. Although the staff could learn with peer Implementation plan
support and close guidance from the trainer without o HK$350,000  staff training
worrying about their work duties for a period of time, o training to be offered in May
the consequences of missing a day of training would
seriously affect learning. 2022
The proposal of providing part-time evening training
to technical staff is the best option. It will bring a Recommended action to make
number of benefits to both the company and the the proposal more appealing
participants. In addition, concerns about learning o give free lunches for attending
effectiveness and the effects on staff’s family
life can be easily resolved.
all classes

Measures to address concerns

Pros for staff
1. ↑ application in workplace 1. Learning effectiveness
2. ↑ time to learn and practise o make work arrangements
on the day of training
Pro for company
2. Effects on family life
1. ↑ service quality
o [suggest a solution]
[elaborate and explain with reasons]

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Languages Discipline, Hong Kong Institute of Vocational Education

Uploading the Answer Booklet to Moodle

 Save your answer in your Answer Booklet. Name your file in this format:
LAN4101_ programme-class(campus)_full name.doc
(e.g. LAN4101_IT114206-2A(TM)_ChanTaiMan.doc)

LAN4101_LD_DCOM_jon_1

 Go to https://moodle.vtc.edu.hk and log in

 Choose the English module (LAN4101) for this semester

 Click “End-of-module Assignment (60%)”

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Languages Discipline, Hong Kong Institute of Vocational Education

 Click “Add submission” to upload your Answer Booklet

 Drag and drop your Answer Booklet

 Click “Save changes”

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Languages Discipline, Hong Kong Institute of Vocational Education

 Click “Edit submission” to make changes

 Click “Submit assignment” to submit
Once the assignment is submitted, you will not be able to make any more changes.

 Tick the box to accept the submission statement

 Click “Cancel” to go back to the previous step
 Click “Continue” to submit and no further changes can be made

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Languages Discipline, Hong Kong Institute of Vocational Education

 Your answer booklet has been submitted

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