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)

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Heading 3: Personal Development Plan
‘A personal development plan is a written account of self-reflection and improvement, which
doubles up as a detailed action plan used to fulfil academic, personal or career based goals’.
(Rolfe, n.d.)
Development goal
What are you going to
do?
How? What action will
you take?
What resource or
support do you
need?
When are
you going to
do it by?
1. Improve my telephone
skills.
Practicing with friends
and family can help me
better my skill making me
sound friendlier and
customer orientated.
Training courses will also
be available at the job.
Role play with family
and friends.
Time.
Republic Bank’s
Services.
In 24 months
2. Boost my active listening
skills.
I can practice active
listening at home or work.
Using e-learning.
Shadowing
colleagues and
family members.
E- Learning course.
In 24 months.
3. Better my negotiation
skills.
With no prior negotiation
skills, a colleague can be
a mentor.
Colleague’s time.
Willingness to learn. In 24 months.
4. Learn conflict
management skills.
Training courses will be
provided by Republic
Bank.
Shadowing colleagues.
Republic Bank’s
services.
Colleagues’ time.
In 24 months.
5. Learn to cope with
pressure.
Receive coaching from a
mentor.
Participate in team work.
Get help if needed.
Mentor’s time
Colleague’s time
and help
Willingness to learn
In 24 months.
6. Complete my education. Focusing in classes,
taking notes and
completing class work
and assignments
Willingness to learn
and achievement
drive.
Finance.
Family support.
Lecturers’ time.
In 24 months
or more.
7. Work hard to make it out
of probationary period
and become a full time
employee.
Become more effective in
job role.
Increase job satisfaction
while achieving
professional goals.
Achievement drive
Learning job role
effectively.
In 24 months.
(Word count: 285)

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Heading 4: (a) How to prepare for an interview including documents to take.
Going into an interview my objective is to be employed, for this reason it is important to be
prepared. Preparing for the interview the day before will ensure I have the necessary documents
throughout the interview process such as;
1. Curriculum vitae (CV)
A curriculum vitae is a detailed summary highlighting my education, skills and work
experience. It is a marketing tool used to sell myself to potential employers.
2. Identification card or Birth Certificate
This is used to verify my identity.
3. Academic certificates
Academic credential certifies that I passed a series of specific examinations.
4. Taxpayer Identification Number (TIN) certificate
Taxpayer Identification number certificate serves as a valid proof of address and to track
tax payments.
5. National Insurance Scheme (NIS) card
In the event that I am hired, my tax payment information is readily available.
6. References
References will help prospective employers get a sense of my past job performances, skills
and qualities to ensure I will be a right fit for the company.
7. Police clearance
To inform the company whether I have a criminal record or not.
In preparation for an interview, I would:
1. Plan my attire.
It is imperative to dress appropriately, being that this is my first impression. I will choose a
conservative, neutral coloured outfit with minimal jewellery. The attire must be clean and
pressed. It is also important to comb my hair appropriately. It is important I dress smart and
professionally as to fit into the workplace’s culture.
2. Prepare an interview bag.
Carrying a work appropriate bag will appear professional while making it easier to organise
and carry my documents.
3. Set my alarm clock
This is to ensure I am punctual. By waking up early I have time to dress neatly, review any
last-minute changes and get there with time to spare. Sleeping early the night before will
also guarantee me waking up and looking well rested.
4. Plan my route
Planning the route ahead of time will warrant my early arrival. I will take the more
convenient roads with the least amount of traffic; I will also make sure I contact the
business beforehand to know where I need to go for my interview as to not be lost.

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5. Learn about the company and the role
Researching the company will give an insight on the cooperation’s culture, history and
competitors. During the interview this will give me an opportunity to engage in a meaningful
conversation with the interviewer.
6. Practice answering questions aloud.
Practicing answers aloud will help me boost confidence and will help me articulate my
words, making my answers sound more concise and surer.
7. Prepare prewritten questions
Good questions demonstrate research was done; the interviewer will sense my genuine
interest. Furthermore, asking questions will help all the interviewer and I become
acquainted with each other, the role and the business.
8. Practice Interview Etiquette
Mindfulness of body language speaks volumes to interviewers since they can detect true
emotions. It is important to sit smile, make eye contact, give a firm handshake and greet the
interviewer pleasantly. I must also sit upright and control my breathing as to not appear
flustered. By practicing interview etiquette, I can avoid sending the wrong messages
unconsciously.
9. Prepare copies of my documents.
Taking copies of my documents to give the interviewer can refresh him/her memory since I
might not be the only applicant, I can also leave behind copies with the interviewer for their
records or to distribute.
10. Reviewing my curriculum vitae.
Reviewing my curriculum vitae will aid with answering questions. The interviewer can also
assess my credibility by my ability to answer questions fluently about any past job or skills.
11. Organise my own mock interview.
Doing a mock interview with help from family or friends will help reduce stress, anxiety or
nervousness. A mock interview can also help me improve weak areas, boost
communication skills and help me answer questions with confidence.
12. Ask for feedback after the interview.
Feedback is a fundamental component of learning. I will gain insight about areas where my
skillset was lacking, and strive to improve. The feedback can be positive, thus highlighting
areas where there is no need for improvement.
(Word count: 715)

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(b) Using feedback from the interview to improve workplace performance.
Feedback
In an organisational context, feedback is the information given to an individual regarding his/her
prior behaviour so the individual may adjust his/her current and potential behaviour to achieve the
desired goals. (Business Dictonary , n.d.)
The aim of feedback is to encourage positive behaviours that lead to success and detract negative
behaviours that inhibit performances. (Mccarthy, 2019)
The types of feedback are:
1. Negative
(My Accounting Course, n.d.) States that ‘negative feedback means communication of
dissatisfaction from customers or employees about a business’ products, services or
practices’.
Negative feedback from interview
Specific Measureable Achievable Relevant Time bound
Improve
telephone skills
Customers will
feel comfortable
to address any
requests or
queries
Attending job
training and
practice will
With exemplary
customer
service, the
business will
attract more
customers
By the end of
my probationary
period. (6
months)
Improve
listening skills
I can attend to
customers’
needs better
Practice
listening to
understand and
focusing on
conversations.
There will be an
improvement
with customer
service quality
6 months (end
of probationary
period)
2. Positive
‘Positive feedback is communication that recognises another’s strengths, achievements or
successes’. (INDEED, 2018)
Some positive feedback from the interview:
 Being that I was on time for my interview and my job since my employment, my
employer recognised and is impressed by my time management skills. As a result
my work duties are completed before deadlines, rendering me more successful.
My performance at work will continue to improve due to my time management skills.
I will have more time to organise my day, plan goals and prioritise work, while
continuing to reach deadlines.
 I was commended by my employer on my achievement drive. I have been
demonstrating perseverance time and time again when handling difficult tasks. I
showed dedication to complete and relayed on no one.
I will strive to improve my job efficiency in order to accomplish further professional
goals.
(Word count: 321)

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Conclusion
Employability and self-development is all about learning about one’s skills, developing them and
marketing one’s self for employment. Without such abilities an individual is less likely to be
employed and is unable maintain a productive life.
Task one thought me about the important part an individual’s skills play in self-development. One
less skill and your job can be lost to someone who possess the said skill. Hard skills are important
but soft skills are an essential part of who we are and how we get a job done. It is important to
market yourself to demonstrate your hard and soft skills to prospective employers otherwise an
individual with less qualifications will take your spot.
Developing a personal development plan can help a person fill gaps in their current skillset and
improve career based goals. Further research shows a personal development plan helped me to
identify my weakness and work on them while improving my strengths and setting goals for
myself.
Finally, I learnt about the importance of feedback and how necessary it is to learn how to properly
give and take feedback or the wrong message can be sent. I also learnt that an employee can ask
for feedback to further improve one’s skills and attitudes in the work environment. Learning to give
and receive feedback will encourage a healthy and positive attitude towards work leading to
success.
(Word count: 229)

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References
Business Dictonary , n.d.. BusinessDictonary. [Online]
Available at: http://www.businessdictionary.com/definition/feedback.html
[Accessed 5th May 2020].
Chicago State University, n.d.. [Online]
Available at:
https://www.csu.edu/humanresources/empdev/documents/CustomerServiceOrientation.pdf
[Accessed 23 April 2020].
Doyle, A., 2019. [Online]
Available at: https://www.thebalancecareers.com/communication-skills-list-2063779
[Accessed 23 April 2020].
Doyle, A., 2019. [Online]
Available at: https://www.thebalancecareers.com/information-and-communications-technology-
skills-4580324
[Accessed 23 April 2020].
Expanse Learning, 2020. [Online]
Available at: https://www.expanselearning.co.uk/functional-skills/
[Accessed 23 April 2020].
Expanse Learning, 2020. [Online]
Available at: https://www.expanselearning.co.uk/functional-skills/
[Accessed 23 April 2020].
INDEED, 2018. [Online]
Available at: https://www.indeed.com/career-advice/career-development/importance-of-positive-
feedback
[Accessed 12 May 2020].
Indeed, 2020. [Online]
Available at: https://www.indeed.com/career-advice/career-development/self-management-skills
[Accessed 22 April 2020].
Indeed, 2020. [Online]
Available at: https://www.indeed.com/career-advice/career-development/teamwork-skills
[Accessed 23 April 2020].
Mccarthy, D., 2019. TheBalanceCareers. [Online]
Available at: https://www.thebalancecareers.com/good-and-bad-examples-of-feedback-2275923
[Accessed 5th May 2020].
My Accounting Course, n.d.. My Accounting Course. [Online]
Available at: https://www.myaccountingcourse.com/accounting-dictionary/negative-feedback
[Accessed 10 May 2020].
Rolfe, A., n.d.. Personal Development Planning: what you need to know. [Online]
Available at: https://www.reed.co.uk/career-advice/personal-development-planning-what-you-
need-to-know/
[Accessed 15 May 2020].
SkillsYouNeed, n.d.. [Online]
Available at: https://www.skillsyouneed.com/general/emotional-intelligence.html
[Accessed 22 April 2020].

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SkillsYouNeed, n.d. [Online]
Available at: https://www.skillsyouneed.com/ips/communication-skills.html
[Accessed 23 April 2020].
U.S. Department of Labour, n.d. U.S. Department of Labour. [Online]
Available at: https://www.dol.gov/odep/topics/youth/softskills/problem.pdf
[Accessed 22 April 2020].