Nations School of Business: Employability Skills Report - Unit 4

This report, prepared by a student, explores key aspects of employability and self-development. It begins with an analysis of a Customer Service Officer job advertisement from Republic Bank (Guyana) Limited, followed by a company summary. The report then delves into crucial skills and attitudes, including self-management, thinking and problem-solving, communication, understanding business principles, and functional skills. A significant portion is dedicated to the student's personal profile, encompassing a curriculum vitae and a job application letter. The report also includes a personal development plan, a SWOT analysis, and guidance on interview preparation, including essential documents and feedback utilization. The report aims to demonstrate the student's understanding of employability concepts and their application in a professional context. References are included at the end of the document.

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Assignment Cover Shee
Centre name
Nations School of Business Management
Learner’s name Onisha Edwards
ABE membership number 6 4 0 8 3 2
Unit name
Understanding Employability and Self Development
Skills
Word count
3466
your word count here– i.e. 3500 words
Learner Statement
All work that learners submit as part of the ABE assessment requirements must be expresse
words and incorporate their own judgements. Direct quotations from the published or unpub
of others, including that of tutors or employers, must be appropriately referenced. Authors o
used in reports and audio-visual presentations must be acknowledged.
☒ By ticking this box, I Onisha Edwards
Insert your full name
am confirming that the work I am submitting is my own and I have acknowledge
the sources of reference I have used in constructing my assignment.
Today’s date: 5th May 2020
Day Month Year
For ABE use only
ABE 2nd mark
ABE mark (if applicable)

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JOB ADVERTISEMENT
CUSTOMER SERVICE OFFICER
COMPANY LOCATION
REPUBLIC BANK (GUYANA) LIMITED SECTION ‘C’ TRIUMPH E.C.D
JOB SUMMARY
The bank’s customer service officer is an individual, who has specific tasks, responsibilities and
duties imperative to customer satisfaction. As the eyes and ears of the company, you will take
heed to costumers’ inquiries and respond to problems with innovative answers. You are expected
to deliver qualitative service while being courteous and friendly.
Main Duties and Responsibilities
• Customer Service
Handle inquiries pertaining to basic banking services, account balances, interest and rates
while satisfying customers.
• Resolve Problems
Respond to and resolve customer complaints, assist with account protection whether it be
reviewing suspicious activities, reversing transactions or reissuing a compromised debit or
credit card.
• Product Knowledge
Inform customers about services offered and promote products.
• Analyse Information
Check the status of customer’s accounts, accept deposits, track cheques and issue
receipts and income statements.
Requirements
• A minimum of five (5) Caribbean Secondary Education Certificate (CSEC) subjects
including Mathematics and English. (GRADES I TO III ACCEPTABLE).
• Proficiency in Microsoft Office Programs.
• Oral, written and interpersonal skills.
• Experience in the customer service field is not required but is an asset.
Applications and CVs may be sent via email to: [e-mail] or
Vacancy: ____________
The Manager
Human Resources and Administration
Republic Bank (Guyana) Limited
155-156 New Market Street, North Cummingsburg, Georgetown
NOTE: CLOSING DATE FOR SUBMISSION OF APPLICATIONS - 9TH APRIL, 2020.
(Word count: 232)

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COMPANY SUMMARY BACKGROUND
Republic Bank (Guyana) Limited celebrated a hundred and eighty (180) years as your trusted
financial partner. Originated in 1836 as the British Bank, it was the first indigenous commercial bank
owned by the indigenous private sector, to start business in the colony of British Guiana.
Our dynamic team of six hundred and fifty five (655) employees made banking convenient with
thirteen (13) branches, while also making it easy and accessible with twenty three (23) Automated
Teller Machines (ATMS) across Guyana.
Our well-trained staff can handle all your savings and checkings, loans, mortgages, investments or
open your electric banking (EBS) account.
At Republic Bank (Guyana) Limited, our utmost priority is customer satisfaction. We have conducted
surveys and did research to make every experience personalized whether it is at a physical branch
or online. Our motto “We’re the one for you”, stems from understanding customers need from baby
boomers to Generation Z. We take pride in dismissing factors such as age, race, gender, income
and lifestyle, which can add or take away from your experience with other key competing banks,
namely Citizen’s Bank Guyana INC. and Guyana Bank for Trade and Industry (GBTI).
Our mission is to provide our customers with a comfortable and personalised, efficient and
competitively priced financial service while implementing policies which are beneficial to the
customers, employees, shareholders and the community.
(Word count: 226)

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Table of contents
Cover page …………………………………………………………………………………. 1
Assignment Context ………………………………………………………………………2 - 3
Job Advertisement …………………………………………………………………..2
Company Summary Background ………………………………………………….3
Table Of contents ……………………………………………………………………………4
Introduction …………………………………………………………………………………..5
1.0 Skills and attitudes ……………………………………………………………………6 - 8
1.1 Thinking and problem solving skills ……………………………………………6
1.2 Working together and communication skills …………………………………..7
1.3 Understand the business ………………………………………………………..7
1.4 Functional skills …………………………………………………………………..8
2.0 Personal profile …………………………………………………………………………..9
2.1 Curriculum vitae …………………………………………………………………….10 - 11
2.2 Application letter ………………………………………………………………………..12
3.0 Personal development plan ……………………………………………………………13
4.0 How to prepare for and interview include documents …………………………14 - 15
4.1 Documents ………………………………………………………………………14
4.2 Preparing for the interview ……………………………………………….14 - 15
4.3 Using feedback from interview to improve workplace performance ……………….16
4.4 Negative feedback ………………………………………………………………16
4.5 Positive feedback ………………………………………………………………..16
Conclusion ……………………………………………………………………………………17
References ……………………………………………………………………………...18 - 19

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INTRODUCTION
Employability is a set of interpersonal skills and behaviours which provide employers with a
flexible and adaptable workforce and contribute to an individual maintaining a productive career
throughout their lifetime.
Task one dives in to the interpersonal skills and behaviours needed to increase an individual’s
chances of employment. This section elaborates on what my skills are and why they are
necessary. The skills detailed in this section are self-management skills, thinking and problem
solving skills, working together and communication skills, understanding the business and
functional skills.
In task two I am marketing myself for employability. I prepared a personal profile, which talks
about my personality and what makes me different from other candidates. I also prepared a
curriculum vitae, which provides detailed information on my qualifications, education and work
history, I also wrote a letter of application to a company for a vacant position.
I prepared a personal development plan in task three to address in gaps in my current skillset.
While doing this I was able to do a SWOT analysis and I identify my strengths (S), weakness (W),
opportunities (O) and threats (T).
Last but not least, task four (a) touched on preparation for an interview and the documents
required, while task four (b) covered how to use feedback to improve my work performance.
(Word count: 217)

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Heading 1: Skills and attitudes that can increase my employment.
1. Self-Management Skills: ‘Self-management skills allow you to maximize your productivity,
improve your workplace performances and efficiently achieve professional goals’. (Indeed,
2020)
 Time Management
This skill helps me to complete tasks on time while setting and meeting deadlines,
displaying reliability.
 Planning and organising
Shows that I can plan, organise and prioritise work that needs to be completed within
the time frame.
 Honesty
My honesty shows that I can be trusted with confidential information and to preform
important tasks.
 Reliability
Being that I am reliable, it will show that my work and work ethics are consistent.
 Self confidence
With my self-confidence, I have trust in my abilities to make decisions and get work
done therefore I will be more productive.
 Commitment
Tasks will be performed with motivation and dedication whether they are simple or
difficult.
 ‘Can-do’ approach
With this skill I will dedicate myself to solving problems while showing my willingness
to preform difficult tasks.
 Good Personal Presentation
This skill will help my interaction with other people, enabling me to communicate
appropriately and build work relationships. (SkillsYouNeed, n.d.)
 Emotional Intelligence
I will be able to recognise, understand and help fellow employees’ actions and
behaviours as it relates to our emotions.
2. Thinking and Problem-Solving Skills: Thinking and problem-solving skills refers to an
individual’s ability to evaluate a situation using knowledge, facts and data to effectively
solve problems. (U.S. Department of Labour, n.d.)
 Attention to detail
It allows me to correct errors and perfect projects an employee might have
overlooked.
 Decision Making
Whenever a challenge arises, with creative and analytic thinking I can provide an
appropriate or alternative response enabling work to progress.

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 Initiative
With a skill like initiative, I am resourceful and persistent and can get tasks done
efficiently without being told.
 Achievement drive
I am committed to tasks, even if they prove to be difficult with perseverance, I will go
the extra mile.
3. Working Together and Communication Skills: ‘Team work skills are the qualities and
abilities to work well with others during collaborations’. (Indeed, 2020)
Team work is efficient through good communication and active listening.
 Collaboration
It is important to work on tasks with colleagues. With my collaboration skills we can
share ideas and improve each other’s’ work making the overall job effective. (Indeed,
2020)
 Listening
This is a vital part of receiving information. (SkillsYouNeed, n.d.) With this skill I can
help my team mates with any concerns, questions or suggestions they may have
which will lead to better customer satisfaction.
 Giving and receiving feedback
With this skill I am able to give or receive a clear and fair feedback without an
emotional response. Giving and receiving feedback is important in team work so
team members can improve or continue to excel.
 Verbal communication
This is important because we need people to understand what we are saying,
especially when interacting with colleagues and customers, therefore clarity is
important.
 Non-verbal communication
With this skill as an asset I pay close attention to a person’s body language and tone
of voice which are essential for good communication and to receive any message
they are trying to convey. (Doyle, 2019)
4. Understanding the Business: Developing and improving your skills will help to grow and
maintain the business also helping you with personal, professional growth.
 Customer focus
I will take my time to listen, understand and answer questions, market products, ask
for feedbacks or help customers with any problems or queries.
 Ethicality
I can exhibit moral and socially responsible behaviour with respect to company
activities.
 Service orientation
I have the ability to display positive attitudes and behaviours, which demonstrates
the willingness to respond with high levels of service. (Chicago State University, n.d.)

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5. Functional Skills: Functional skills are practical skills that provides an individual with the
essential knowledge and understanding that will help them perform tasks independently,
effectively and confidently. (Expanse Learning, 2020)
 Numeracy
I can make the right decisions with my ability to understand, interpret and analyse
information concerning workplace problems.
 Language
My language skills are vital for communicating with colleagues and customers,
reading and understanding instructions, making presentations and writing reports.
(Expanse Learning, 2020)
 ICT
Information and Communication Technology skill is my ability to do everyday tasks
and communicate using various technologies. This is important since the sharing of
information is more efficient and productive. (Doyle, 2019)
(Word count: 726)

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Heading 2: (a) Personal Profile
An honest and self-motivated business student, I am enthusiastic and open-minded about
acquiring new skills and knowledge. Known for being resourceful and creative when given a task,
with my communication skills, there is no doubt that I will be an asset to a hardworking and
progressive team. Given the right opportunity I will be able to use my practical and technical skills
to help your business maximize profits and achieve company goals.
(Word count: 77)

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(b) Curriculum Vitae
Name: ONISHA EDWARDS
Address: 513 Block 8 Mon Repos East Coast Demerara | Contact: [phone]|
Email: [e-mail] | Date of birth: 13th March, 1997 | Age: 23 |
Gender: female | Marital Status: Single |
A dedicated and tactful individual, skilled in prioritising and completing task while
being customer orientated and friendly. While I am self-motivated, I am motivated
to help organisations thrive.
SKILLS
• Communication skills (oral and written)
• Time management skills
• Thinking and problem solving skills
• Planning and presentation skills
• Organisational skills with the ability to multitask
• Self-management skills
• Functional skills (including knowledge of Microsoft office products)
WORK EXPERIENCE
FORK & K Mining Association
Personal Assistant (2016-2019)
Duties
• Managing incoming and outgoing emails
• Organise and plan staff calendars
• Providing help with administrative duties for staff
• Scheduling meetings
• Preparing, printing, copying, sorting staff documents
EDUCATION
Mae’s Schools
High School Diploma (2010-2014)
Nine Caribbean Secondary Education Certificate (CSEC) Subjects
Two grade one’s (English A, English B)
Three grade two’s (Social Studies, Biology, Human and Social Biology)
Three grade three’s (History, Information Technology, Mathematics)
One grade four (Chemistry)
Nations School of Business & Management
JANUARY 2020 – PRESENT

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HOBBIES
• Reading
• Cross word puzzles
• Travelling
• Volunteering
• Going to the gym
• Learning new recipes
• Photography
• Interacting
REFERENCES
Garfield Wint
President
FORK & K Mining
Contact: [phone]
Angela Fredericks
Vice president
FORK & K Mining
Contact: [phone]
(Word count: 227)

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(c) Application Letter
513 Block 8
Mon Repos
East Coast Demerara
Guyana
March 20, 2020
Human Resources and Administration
Republic Bank (Guyana) Limited
155-156 New Market Street
North Cummingsburg
Georgetown, Guyana
Application for a Customer Service Officer.
Dear Sir/Madam,
I have recently seen your job listing for a customer service officer posted on the Republic Bank
careers webpage on March 20, 2020. In the event that the position is still available, I believe that I
would be well suited for the position.
Though I am currently unemployed my previous position has allowed me to gain skill sets that I
believe would be an asset to your company. In the four years that I was employed as a personal
assistant, some of the skills I acquired includes planning and time management and
communication. I am courteous, eager to learn, open to criticism and most of all a team player.
Attached is a copy of my curriculum vitae, which will provide further knowledge on my skill set,
education and qualifications and more. In the event that you decide to set up an interview,
references will be furnished upon your request. I can be available at short notice.
Thank you for your consideration. Looking forward to hearing from you.
Yours Faithfully,
__________________
Onisha Edwards
(Word count: 211)