Assignment Code: BEGLA-136 / TMA / 2021-22

Course Code: BEGLA-136

Assignment Name: English at the Workplace

Year: 2021 -2022 (July 2021 and January 2022 Sessions)

Verification Status: Verified by Professor

Answer all questions

Section A

1. Read the following passage and answer the questions in your own words. 2x5 =10

The COVID-19 pandemic has led to a dramatic loss of human life worldwide and presents an unprecedented challenge to public health, food systems and the world of work. The economic and social disruption caused by the pandemic is devastating: tens of millions of people are at risk of falling into extreme poverty, while the number of undernourished people, currently estimated at nearly 690 million, could increase by up to 132 million by the end of the year.

Millions of enterprises face the threat of closure. Nearly half of the world’s 3.3 billion global workforce are at risk of losing their livelihoods. Informal economy workers are particularly vulnerable because the majority lack social protection and access to quality health care.

Immediate and purposeful action to save lives and livelihoods should include extending universal health coverage and income support for those most affected. These include workers in the informal economy and in poorly protected and low-paid jobs, including youth, older workers, and migrants. Particular attention must be paid to the situation of women in low-paid jobs. Different forms of support should be given, including cash transfers, child allowances and healthy school meals, shelter and food relief, support for employment retention and recovery, and financial relief for businesses, including small and medium-sized enterprises. In designing and implementing such measures it is essential that governments work closely with employers and workers.

Now is the time for global solidarity and support, especially with the most vulnerable in our societies, particularly in the emerging and developing world. Only together can we overcome the intertwined social and economic impacts of the pandemic and prevent its escalation into a humanitarian and food security catastrophe, with the potential loss of already achieved development gains.

Q1. Why does the passage state that the economic and social disruption caused by the

Covid 19 pandemic is devastating?

Ans) The pandemic's economic and social effects are devastating tens of millions of people are at risk of falling into extreme poverty, and the number of people who are undernourished, which is presently estimated to be around 690 million, might rise to 132 million by the end of the year.

Q2. Why are ‘informal economy workers’ said to be particularly vulnerable?

Ans) Millions of businesses are on the verge of going out of business. Nearly half of the world's 3.3 billion workers are at danger of losing their jobs. Because the bulk of informal economy employees lack social protection and access to excellent health care, they are particularly vulnerable.

Q3. According to this passage, who are the “most affected” by the pandemic?

Ans) Immediate and targeted action to preserve lives and livelihoods should include expanding universal health care and providing income support to the most vulnerable. Employees in the informal economy, as well as those in poorly protected and low-paying employment, such as youth, older workers, and migrants, are among them. The position of women in low-wage jobs requires special attention.

Q4. What forms of support can be extended to those affected?

Ans) Cash transfers, child allowances, and healthy school lunches, as well as housing and food aid, help for job retention and recovery, and financial relief for businesses, including small and medium-sized businesses, should all be provided. Governments must collaborate closely with employers and workers when formulating and implementing such policies.

Q5. According to the passage, what can happen if there is no global solidarity and support in handling the social and economic impacts of the pandemic?

Ans) Now is the time for global solidarity and assistance, particularly for the most vulnerable members of our societies, especially in rising and developing countries. Only by working together can we overcome the pandemic's linked social and economic effects and prevent it from escalating into a humanitarian and food security disaster, potentially wiping out already made development gains.

Q2. Use the following words in sentences of your own: 2 x 5 = 10

1. Devastating

Ans) It will be a devastating blow to the local community if the factory closes.

2. Vulnerable

Ans) Suddenly feeling alone and vulnerable in the wide hallway, she returned to her room and locked the door.

3. Solidarity

Ans) Various other groups of workers went on strike in solidarity with the train drivers.

4. Catastrophe

Ans) The catastrophe has been explained as a volcanic eruption, or an explosive outburst of gas and oil stored and accumulating at high pressure.

5. Potential

Ans) The city is finally realizing its tourism potential.

Q3. Rewrite the following sentences as directed: 1 x 5 = 5

1. They cut down many trees to construct the office. (change into passive voice).

Ans) Many trees were cut down to construct the office.

2. The (type) _________ letters are ready for dispatch. (use the correct form of the word in brackets).

Ans) The typed letters are ready for dispatch.

3. We’ve got a machine ___________ (who, whom, that) prints in colour. (use the correct word from those given in brackets).

Ans) We’ve got a machine that prints in colour.

4. We drew a short-list of candidates ______________ (Who, whom, which, whose, to whom) CVs were very good. (use the correct word from those given in brackets).

Ans) We drew a short-list of candidates whose CVs were very good.

5. It is up to you ________ make the decision (fill in the blank with the correct preposition).

Ans) It is up to you to make the decision.

Q4. Write short notes of about 150 words each on the following topics: 5 x 5 = 25

Q4. 1. Organising a portfolio.

Ans) For almost all job applicants, a portfolio is an effective interviewing tool. It depicts your potential and is a visual representation of your abilities, skills, capacities, knowledge, and attributes. It provides concrete evidence of your competencies and Portfolio Making abilities.

Organising a Portfolio

1. The resume is the first personal document in the portfolio.

2. Your portfolio is a physical representation of your talents and abilities.

3. It could include bright graphics that are relevant to the talents needed for the job.

4. A portfolio isn't sent out like a resume; instead, it's frequently brought with you to the interview.

It's a physical collection of items that symbolise work-related experiences in your life. Remember that you undoubtedly learned abilities that might now be incredibly valuable in a work-related context while participating in hobbies or volunteer activities, or simply pursuing your interests. The portfolio serves as “evidence” of your potential by displaying your past achievements.

Q4. 2. Types of customers.

Ans) Different types of customers exist. Some are described as follows:

1. Indecisive customers:

These are the ones who will spend hours deliberating over their purchase. They are curious but tough to persuade, and they will make excuses to postpone making a decision.

2. Reluctant customers:

These people are adamant about not making a final decision. Customers like them must be pushed into making a decision.

3. Demanding customers:

Customers like this are likely to raise their voices, point out flaws in everything, and make unreasonable demands on you.

4. Rude and inconsiderate customers:

They'll raise their voice, demand to see or talk with the superior, scream at you, and use harsh language.

5. Talkative customers:

Customers that are sociable, conversational, and expressive like interacting with others. They have a lot of questions for you.

6. Passive customers:

These clients calmly listen but do not express themselves, explain their problems, or work toward a conclusion.

7. Dissatisfied customers:

They will grumble and feel irritated and mistreated no matter what you do for them.

8. Irate customers:

They could be dissatisfied with the service or believe they have been duped. These clients feel compelled to express their displeasure in order to be taken seriously, and they will use their rage to frighten you.

Q4. 3. Characteristics of work ethics.

Ans) Interpersonal skills, initiative, and dependability are three main aspects of work ethics that can be summarised.

1. Interpersonal Skills

Our routines, attitudes, etiquette, looks, and behaviour around other people are all examples of interpersonal skills. Our attitudes and interpersonal skills are influenced by our family, friends, and observations of our surrounding environment. Television and movies also have an impact on how we interact with others. Some interpersonal abilities are inherited, as our physical appearance and DNA have a significant impact on our personalities.

Initiative

The capacity to act or take action before others does is known as initiative. We may delay tasks and miss opportunities if we lack initiative, which might lead to issues. And if we perform poorly, we risk losing our jobs and never having another chance to establish our worth. Understanding what elements, risks, decisions, and options are excellent for your own business helps you expand your own firm.

Being dependable

In today's job, dependability is a highly prized trait. Honesty, dependability, and punctuality are all part of this notion. People who are unreliable can result in additional costs, emergencies, and time waste, as well as failing to take initiative and properly utilise resources.

Q4. 4. The three stages of a presentation.

Ans) A presentation can be divided into three stages:

1. Beginning

The presenter greets the audience at the start of the presentation. The presenter then briefly and simply states the presentation's topic. It's also crucial to put the audience at ease right at the start of the presentation by stressing that questions and conversation are welcome.

2. Body of the presentation

The most significant feature of the presentation's body, which is the primary part, is the order in which concepts are presented. The following sequence may be useful for each idea:

a) Give the main idea

b) Explain related idea e.g., Cause, reason, link

c) Show its result, effect or implication

3. Conclusion

The audience's last impression of you and your material is formed in your conclusion. This is the time to make your most significant points stand out. Know exactly how you want to end your presentation and project a confident picture to your audience. Before asking for questions or going, allow the audience a minute to consider your final concept, whatever closing remarks you choose.

Q4. 5. The importance of cultural awareness in a multicultural workplace.

Ans) Cultural awareness is the recognition that our own culture varies from person to person and group to group, as well as from our target language. Understanding people's cultures allows us to communicate with them more successfully, going beyond words and syntax.

Over the last few years, the nature of our workplaces has shifted. At work, we now have colleagues from all over the world. This new multicultural workplace has brought about variances in cultures, which have resulted in differences in communication techniques, managerial styles, workplace etiquette, time management, and a slew of other cross-cultural differences.

Cross-cultural understanding is vital for maximising potential at work and maintaining a pleasant working environment. Variances in people's nation of origin, race, religion, or ethnic background may cause cultural differences at work. Workers who understand each other's cultures and benefit from the qualities of each culture are the greatest method to have an integrated workforce.

Section B

Q1. You are interested in applying for the position of Customer Service Manager in a company in your town /city. Write an application for this position, showing how you are suitable for the job. (15)

Ans)

Your Name:

Your Address:

Your Contact details

Date :

Mr. Rakesh Chandani

Human Resources Director

ABC Company

20, South Park,

Bangalore- 560056.

Application for the Position of Customer Service Manager

Dear Mr. Chandani,

Your recent job posting for a Customer Service Manager has captured my serious interest. I am confident that my ten years’ experience as a results-driven customer service specialist provides me with the capabilities to successfully fulfil your position. I have enclosed a resume that clearly outlines my professional history.

• Some key points that you may find relevant to this opportunity include:

• Proven ability to efficiently manage a large customer base and a high volume of new implementations every month.

• Experienced in designing the overall customer service strategy to integrate effectively with organizational objectives.

• Proven track record in engaging and motivating a high-performance service team of X employees.

• Strong operational skills that drive organizational efficiencies and result in improved customer retention and renewal rates.

• Recognized ability to develop and drive a culture of innovation, change and growth to optimize customer experience.

• Demonstrated excellence in analytical thinking and problem-solving to improve processes and provide a durable competitive advantage.

I feel confident that a personal meeting would demonstrate the contribution that I can make to your organization. I look forward to hearing from you to schedule an interview at your convenience.

Thank you for your consideration.

Sincerely

(Name & Sign)

Q2. Prepare a short CV (Curriculum Vitae) clearly mentioning your career history, skills, achievements and any other details. (15)

Ans)  Curriculum Vitae:

John Robins

123 Success Ave, New Delhi - 10017

Phone: 0987555-1212 E-mail: john@yahoo.com

OBJECTIVE

Customer Service Manager with extensive experience in relationship management, business

administration, strong communication, leadership, and problem-solving skills seeks a similar  role

with a strong company.

CAREER SUMMARY

Client-service oriented with proven ability to provide team-spirited leadership for maximum Productivity. Skill at communicating  effectively to attain company goal s. Proficient at  Developing and implementing training programs with high degree of energy and enthusiasm.

SKILLS SUMMARY

1. Supervision, training and career coaching multi-tasking/workload management

2. Creation/delivery of reports and presentations Research and analysis

3. Issue resolution Negotiations

4. Customer relationship management

PROFESSIONAL EXPERIENCE

ABC Company, Inc. , Mumba

Customer Service Manager (2008 - Present)

• Direct team of up to 20 CSRs to exceed service expectations

• Analyse team and individual statistics; prepare reports; devise and implement incentive programs to improve stats while maintaining QA

• Train team and peer supervisors on new products and policies

• Improved customer satisfaction and product delivery during company acquisition and 50% Increase in sales.

• 
  

Specialty Company Inc. Hyderabad

Customer Service Rep (2003- 2007)

• Managed and processed all orders and sales contracts.

• Updated quote system and maintained customer account information.

• Functioned as liaison for manufacturing, sales and off-site warehouse.

• Investigated and resolved complaints through grievance process.

EDUCATION

High School Diplomas St. Mary’s Senior High School, Mumbai.

Bachelor in Sales and Marketing, Mumbai.

I hereby declare that all the above-mentioned details are reliable.

Section C

Q1. Write an outline of a presentation on the following topic: (10)

“Coping with ‘Climate Change’: issues and challenges.” (Refer Unit 14.7 to write the answer)

Ans)  Climate change resulting from increased greenhouse gas concentrations has the potential to harm societies and ecosystems. In particular, agriculture, forestry, water resources, human health, coastal settlements, and natural ecosystems will need to adapt to a changing climate or face diminished functions. Reductions in emissions of greenhouse gases and their concentration in the atmosphere will tend to reduce the degree and likelihood that significantly adverse conditions will result. Consideration of actions—e.g., mitigation policy—that can reduce this likelihood is reasonable and prudent, and has generally been the primary focus of public attention and policy efforts on climate change. However, recognition is increasing that the combination of continued increases in emissions and the inertia of the climate system means that some degree of climate change is inevitable. Even if extreme measures could be instantly taken to curtail global emissions, the momentum of the earth’s climate is such that warming cannot be completely avoided. Although essential for limiting the extent, and indeed the probability, of rapid and severe climate change, mitigation is not, and this paper argues, should not be, the only protective action in society’s arsenal of responses.

Key insights and findings on adaptation and its potential for success are summarized below:

1. Adaptation and mitigation are necessary and complementary for a comprehensive and coordinated strategy that addresses the problem of global climate change.

2. The literature indicates that U.S. society can on the whole adapt with either net gains or some costs if warming occurs at the lower end of the projected range of magnitude, assuming no change in climate variability and generally making optimistic assumptions about adaptation.

3. To say that society as a whole “can adapt“ does not mean that regions and peoples will not suffer losses.

4. Adaptation is not likely to be a smooth process or free of costs.

5. Effects on ecosystems, and on species diversity in particular, are expected to be negative at all but perhaps the lowest magnitudes of climate change because of the limited ability of natural systems to adapt.

6. Institutional design and structure can heighten or diminish society’s exposure to climate risks.

Q2. You are planning to appear for an interview for the position of Research Assistant in a reputed institution. Write out ten questions you expect to be asked and your answers to these questions. (10)

Ans) Interviews are an important aspect of the recruitment process. Both the company and the candidate can get to know one another and assess if the job and the applicant are a good match by speaking in person, over the phone, or by video call. Because research assistants are responsible for a variety of activities, it is critical that they prepare for the interview in order to establish their qualifications for the position.

An array of common interview questions for research assistants could be as follows:

1. How did you find out about this position?I saw your job posting on LinkedIn and I went through it. Upon checking the details, I felt I was a right fit for the position.

2. Why are you interested in working as a research assistant?I feel like my training and paste experience has groomed me to become a research assistant. I have proficiency in research tools and I am good with computers.

3. What are your long-term career goals?I aspire to continue my career in the field of research and hope to become a Research Analyst and then a Research Manager some day.

4. Why do you want to work for this organization?I really admire this company, its working culture and the good things I have heard from others. Most importantly, I really love the work to be done here and I feel passionately for it.

5. Describe a time you overcame a challenge at work.Once I was working on a tight deadline and I was asked to research on a complex topic without proper information. The stakeholder was angry and busy and did not give proper information. Rather than give up, I tried my best to understand the requirements and submitted it on time. Because of my hard work, the stakeholder came back and apologised to me for being rude and said that she was having a very bad day.

6. What are your greatest strengths?I think my proficiency in English plays a major role in understanding requirements, researching the correct way, using the right keywords, etc. Communication skills are very important and I am good with those skills. I also am very good with Microsoft Excel which is a basic tool every manager and researcher must have mastery over.

7. What skills are you working to improve?I am working on improving my time management. In order to do this, I set up reminders and alarms and consciously time myself in order to get better.

8. Tell me about your hobbies.I am a book worm. I don’t like to go out much. Reading a good book, watching a good movie on Netflix is how I like to spend my time.

9. How would previous colleagues or classmates describe you?I am not sure sir. I would like to think they say good things about me, but I am in no position to predict what anyone would think of me as what we perceive ourself to be is not the same as how we are perceived by others.

10. What do you find interesting about research assistance?I like the fact that researching involves learning new things on a daily basis. It involves a lot of reading and as I mentioned earlier, I am a book worm so I love this job!