E174609-1711212696871-463515-Muthaib - Professional Practices - Assingment 01

Pearson Higher Nationals in
Computing
Unit 03: Professional Practice
Assignment 01
M.A.M Muthaib
ACKOWLEDGEMENT
I would like to express my sincere appreciation to Miss Anuradha for her invaluable
guidance and support throughout this assignment. Her expertise and dedication have been
instrumental in shaping my understanding of the subject matter. I am truly grateful for her
commitment to our academic growth and for inspiring us to reach new heights. Thank you,
Miss Anuradha, for your unwavering encouragement and mentorship.
THANK YOU ALL!

Higher Nationals
Internal verification of assessment decisions –

BTEC (RQF)
INTERNAL VERIFICATION – ASSESSMENT DECISIONS
Programme title BTEC Higher National Diploma in Computing
Mr. Lilanka
Assessor Internal
Verifier
Unit 03: Professional Practice
Unit(s)
Work Related Learning Report: Design and Deliver a Training
Assignment title
Programme
M.A.M Muthaib
Student’s name
List which assessment Pass Merit Distinction
criteria the Assessor
has awarded.
INTERNAL VERIFIER CHECKLIST
Do the assessment criteria awarded

match those shown in the assignment Y/N
brief?
Is the Pass/Merit/Distinction grade

awarded justified by the assessor’s
Y/N
comments on the student work?
Has the work been assessed
Y/N
accurately?
Is the feedback to the student:
Give details:
• Constructive?
Y/N
• Linked to relevant assessment
criteria? Y/N
• Identifying opportunities for

improved performance? Y/N
• Agreeing actions? Y/N
Does the assessment decision need

Y/N
amending?
Assessor signature Date
Internal Verifier signature Date

Programme Leader signature (if
Date
required)
Confirm action completed
Remedial action taken
Give details:
Assessor signature Date
Internal Verifier
Date
signature
Programme Leader signature

Date
(if required)
Higher Nationals - Summative Assignment Feedback
Form
Student Name/ID M.A.M Muthaib / E174609
Unit Title Unit 03: Professional Practice
Assignment Number 1 Assessor Mr. Lilanka

2024/03/23 Date Received
Submission Date
1st submission
Date Received 2nd
Re-submission Date
submission
Assessor Feedback:
LO1 Demonstrate a range of interpersonal and transferable communication skills to a target
audience
Pass, Merit & P1 P2 M1 D1
Distinction Descripts
LO2 Apply critical reasoning and thinking to a range of problem-solving scenarios

Pass, Merit & P3 P4 M2 M3 D2
LO3 Discuss the importance and dynamics of working within a team and the impact of team working
in different environments
Pass, Merit & P5 P6 M4 D3
LO4 Examine the need for Continuing Professional Development (CPD) and its role within the
workplace and for higher level learning
Pass, Merit & P7 P8 P9 M5 D4
Grade: Assessor Signature: Date:
Resubmission Feedback:
Grade: Assessor Signature: Date:
Internal Verifier’s Comments:
Signature & Date:
* Please note that grade decisions are provisional. They are only confirmed once internal and external moderation has taken place and grades
decisions have been agreed at the assessment board.
Assignment Feedback
Formative Feedback: Assessor to Student
Action Plan
Summative feedback
Feedback: Student to Assessor
Assessor Date
signature
[email protected] 2024/03/23
Student Date
signature
General Guidelines
1. A Cover page or title page – You should always attach a title page to your assignment. Use
previous page as your cover sheet and make sure all the details are accurately filled.
2. Attach this brief as the first section of your assignment.
3. All the assignments should be prepared using a word processing software.
4. All the assignments should be printed on A4 sized papers. Use single side printing.
5. Allow 1” for top, bottom, right margins and 1.25” for the left margin of each page.
Word Processing Rules
1. The font size should be 12 point, and should be in the style of Time New Roman.
2. Use 1.5 line spacing. Left justify all paragraphs.
3. Ensure that all the headings are consistent in terms of the font size and font style.
4. Use footer function in the word processor to insert Your Name, Subject, Assignment
No, and Page Number on each page. This is useful if individual sheets become detached
for any reason.
5. Use word processing application spell check and grammar check function to help editing
your assignment.
Important Points:
1. It is strictly prohibited to use textboxes to add texts in the assignments, except for the
compulsory information. eg: Figures, tables of comparison etc. Adding text boxes in the
body except for the before mentioned compulsory information will result in rejection of
your work.
2. Carefully check the hand in date and the instructions given in the assignment. Late
submissions will not be accepted.
3. Ensure that you give yourself enough time to complete the assignment by the due date.
4. Excuses of any nature will not be accepted for failure to hand in the work on time.
5. You must take responsibility for managing your own time effectively.
6. If you are unable to hand in your assignment on time and have valid reasons such as illness,
you may apply (in writing) for an extension.
7. Failure to achieve at least PASS criteria will result in a REFERRAL grade .
8. Non-submission of work without valid reasons will lead to an automatic RE FERRAL.
You will then be asked to complete an alternative assignment.
9. If you use other people’s work or ideas in your assignment, reference them properly using
HARVARD referencing system to avoid plagiarism. You have to provide both in-text
citation and a reference list.
10. If you are proven to be guilty of plagiarism or any academic
misconduct, your grade could be reduced to A REFERRAL or at worst you could be
expelled from the course
Student Declaration
I hereby, declare that I know what plagiarism entails, namely to use another’s work and to present
it as my own without attributing the sources in the correct form. I further understand what it means
to copy another’s work.
1. I know that plagiarism is a punishable offence because it constitutes theft.

2. I understand the plagiarism and copying policy of Edexcel UK.
3. I know what the consequences will be if I plagiarise or copy another’s work in any of the
assignments for this program.
4. I declare therefore that all work presented by me for every aspect of my program, will be
my own, and where I have made use of another’s work, I will attribute the source in the
correct way.
5. I acknowledge that the attachment of this document signed or not, constitutes a binding
agreement between myself and Pearson, UK.
6. I understand that my assignment will not be considered as submitted if this document is
not attached to the assignment.
Student’s Signature: Date:

([email protected]) (2024/03/23)
Higher National Diploma in Business
Assignment Brief
Student Name /ID Number M.A.M Muthaib/ E174609
Unit Number and Title Unit 3: Professional Practice
Academic Year Sep /Oct 2023/24
Unit Tutor Mr. Lilanka
Assignment Title Work Related Learning Report: Design and Deliver a

Training Programme
Issue Date 2024/03/03
Submission Date 2024/03/23
IV Name & Date
Submission format
The submission should be in the form of an individual report written in a concise, formal business
style using single spacing (refer to the assignment guidelines for more details). You are required to
make use of headings, paragraphs and subsections as appropriate, and all work must be supported
with research and referenced using Harvard referencing system. Please provide in-text citation and a
list of references using Harvard referencing system. Please note that this is an activity-based
assessment and your report should include evidences to the activities carried out individually and/or
in a group.
To carry out the activities given on the brief, you are required to form groups, comprising maximum
of 6 members.
Unit Learning Outcomes:
LO1 Demonstrate a range of interpersonal and transferable communication skills to

a target audience.
LO2 Apply critical reasoning and thinking to a range of problem-solving scenarios.
LO3 Discuss the importance and dynamics of working within a team and the impact
of team working in different environments.
LO4 Examine the need for Continuing Professional Development (CPD) and its role
within the workplace and for higher-level learning.
Scenario
Assume yourself as the event coordinator working in an event planning organization specialized in
delivering trainings on IT and soft skills. you have been appointed to design and deliver a training
event on IT /Soft Skills to an identified audience. You are required to complete the project within 2
months and the training plan and resources should be finalized as per the requirement of the client.
You are required to form a group of not more than 10 members in order to carry out the event. The
event will be headed by an event manager/ leader and each group member will be assigned a set of
tasks. While designing and delivering the event,
• the skills required to make the event successful

• challenges faced during the design/ delivery
• Critical evaluation of the problems, challenges faced and the methods used to overcome them
• The need for continuously develop in a professional environment
Need to be thoroughly considered.
At the end of the event, produce an individual report by each member covering the following
tasks.
Task 1:
Demonstrate how you are planning to effectively deliver the training event by designing a
professional project plan with following details.
• Roles appointed to group members and an evaluation of interpersonal skills of each member
that justifies the assigned role in the team.
• Goal and objectives of the project
• Evidence to the communication styles and formats used to communicate with the client and
the team members and the findings/ outcomes of the communications.
• Challenges/ problems identified and the plan to overcome them
• A professional project schedule with the activities, milestones and contingencies identified to
demonstrate the effective time management skills in order to plan the training .
Task 2
Research different problem-solving techniques that can be used to solve the identified problems in
task 1 and demonstrate how critical reasoning can be applied to identify a solution to the identified
problems in planning and designing of the training event.
Critically evaluate the solution methodology used to solve one of the identified problems and justify
how selected methodology helped you to successfully solve the problem and achieve the project
objectives.
Task 3
Work in your team by contributing your skills and knowledge to meet the project goal. Critically
evaluate your own role and contribution to the group for the completion of the training event.
Discuss the importance of having dynamic team members in a group to meet its goals by referring to
the role assigned to the group members and analyse how team dynamics among your group members
effectively helped to achieve the shared project goal.
Task 4
Discuss with examples, the importance of continuous professional development (CPD) in a work
setting by evaluating the range of CPD criteria that can be used to measure the effectiveness of your
employees in your organization.
Produce a continuous professional development (CPD) plan using the criteria identified above with
relevant to the responsibilities, required skills, performance objectives for the members of your team.
Review different motivational theories and discuss how they can be helpful to improve the
performance of the team members and meet the objectives of the developed CPD plan. Justify how
the developed CPD supports in building the motivation of your team.
Grading Rubric
Grading Criteria Achieved Feedback
LO1 Demonstrate a range of interpersonal and

transferable communication skills to a target
audience.
P1 Demonstrate effective design and delivery of a

training event for a given target audience, using different
communication styles and formats
P2 Demonstrate effective time-management skills in

planning an event.
M1 Design a professional schedule to support the

planning of an event, to include contingencies and
justifications of time allocated.
D1 Evaluate the effectiveness and application of
interpersonal skills during the design and delivery of a
training event.
LO2 Apply critical reasoning and thinking to a range

of problem-solving scenarios.
P3 Demonstrate the use of different problem-solving

techniques in the design and delivery of an event.
P4 Demonstrate that critical reasoning has been applied

to the design and delivery of the event
M2 Research the use of different problem-solving

techniques used in the design and delivery of an event.
M3 Justify the use and application of a range of

methodologies in the design and delivery of an event.
D2 Evaluate the overall success of the event delivered, in
terms of how well critical reasoning and thinking were
applied to achieve the end goal.
LO3 Discuss the importance and dynamics of working

within a team and the impact of team working in
different environments.
P5 Discuss the importance of team dynamics in the

success and/or failure of group work.
P6 Work within a team to achieve a defined goal.

M4 Analyse team dynamics, in terms of the roles group
members play in a team and the effectiveness in terms of
achieving shared goals.
D3 Critically evaluate your own role and contribution to

a group scenario.
LO4 Examine the need for Continuing Professional

Development (CPD) and its role within the workplace
and for higher-level learning.
P7 Discuss the importance of CPD and its contribution to

own learning.
P8 Review different motivational theories and the impact

they can have on performance in the workplace.
P9 Produce a development plan that outlines
responsibilities, performance objectives and required
skills for future goals.
M5 Justify the role of CPD and development planning in
building motivation.
D4 Evaluate a range of evidence criteria that is used as a

measure for effective CPD.
Contents
Task 01 ............................................................................................................................................ 1
1.1 Communication ..................................................................................................................... 1
1.2 Types of communication ....................................................................................................... 2
1.2.1 Verbal Communication................................................................................................... 2
1.2.2 Non-Verbal communication ........................................................................................... 2
1.2.3 Written Communication ................................................................................................. 3
1.2.4 Visual Communication ................................................................................................... 4
1.3 Importance of Communication.............................................................................................. 5
1.3.1 Building and maintaining relationships .......................................................................... 5
1.3.2 Conveying information and ideas ................................................................................... 5
1.3.3 Resolving conflicts ......................................................................................................... 5
1.3.4 Improving decision making ............................................................................................ 6
1.3.5 Promoting collaboration ................................................................................................. 6
1.3.6 Enhancing personal and professional development........................................................ 6
1.4 Advantages and Disadvantages of Communication .............................................................. 6
1.5 About the project ................................................................................................................... 7
1.6 Project communication methods ........................................................................................... 8
1.7 Interpersonal skills ................................................................................................................ 9
1.7.1 About interpersonal skills ............................................................................................... 9
1.7.2 Benefits of interpersonal skills ..................................................................................... 10
1.7 The event ............................................................................................................................. 12

TASK 2 ......................................................................................................................................... 21
2.1 Mean of problem solve ........................................................................................................ 21
2.2 Problem solving techniques ................................................................................................ 22
2.2.1 Root cause analysis:...................................................................................................... 23
2.2.2 Brainstorming: .............................................................................................................. 23
2.2.3 Mind mapping: ............................................................................................................. 23
2.2.4 SWOT analysis: ............................................................................................................ 23
2.2.5 Pareto analysis: ............................................................................................................. 24
2.2.6 Cost-benefit analysis: ................................................................................................... 24
2.2.7 Decision tree analysis: .................................................................................................. 24
2.3 Skills for successful problem solving ................................................................................. 24
2.3.1 Analytical skills: ........................................................................................................... 24
2.3.2 Creativity: ..................................................................................................................... 24
2.3.3 Communication skills: .................................................................................................. 24
2.3.4 Adaptability: ................................................................................................................. 25
2.3.6 Time management skills: .............................................................................................. 25
2.3.7 Collaboration skills: ...................................................................................................... 25
2.3.8 Emotional intelligence: ................................................................................................. 25
2.4. Importance of problem solving methods ............................................................................ 26
2.4.1 Increased efficiency ...................................................................................................... 26
2.4.2 Improved decision making ........................................................................................... 26
2.4.3 Enhanced creativity ...................................................................................................... 26
2.4.5 Better collaboration ...................................................................................................... 26

2.4.6 Reduced conflict ........................................................................................................... 26
2.4.7 Increased satisfaction .................................................................................................... 26
TASK 3 ......................................................................................................................................... 27
3.1. What is a team .................................................................................................................... 27
3.2 Importance of team work .................................................................................................... 27
3.2.1 Teamwork motivates unity in the workplace; .............................................................. 28
3.2.2 Teamwork offers differing perspectives and feedback; ............................................... 29
3.2.3 Teamwork provides improved efficiency and productivity; ........................................ 29
3.2.4 Teamwork provides great learning opportunities; ........................................................ 29
3.2.5 Teamwork promotes workplace synergy;..................................................................... 30
3.3. Why people need a Team? ................................................................................................. 30
3.3.1 Increased creativity and innovation: ............................................................................. 30
3.3.2 Improved decision making: .......................................................................................... 30
3.3.3 Enhanced problem solving: .......................................................................................... 30
3.3.4 Greater efficiency and productivity: ............................................................................. 31
3.3.5 Increased accountability and motivation: ..................................................................... 31
3.3.6 Improved communication and collaboration: ............................................................... 31
3.3.7 Development of individual skills:................................................................................. 31
3.4 Advantages and disadvantages of a team ............................................................................ 32
TASK 4 ......................................................................................................................................... 33
4.1 What is CPD? ...................................................................................................................... 33
4.2 Example of CPD? ................................................................................................................ 34
4.3 What is CPD plan? .............................................................................................................. 35

4.4 How to make a CPD plan? .................................................................................................. 35
4.5 The benefits of CPD? .......................................................................................................... 36
4.6 Theories of Motivation ........................................................................................................ 37
4.6.1 Maslow-Hierarchy of needs.......................................................................................... 38
4.6.2 Alderfer - ERG theory .................................................................................................. 39
4.6.3 McClelland ................................................................................................................... 41
4.6.4 Herzberg-two factor theory .......................................................................................... 42
4.6.5 Skinner’s reinforcement theory .................................................................................... 44
4.6.6 Adam’s equity theory ................................................................................................... 45
4.7 Advantages and Disadvantages of motivation theories....................................................... 46
4.8 How CPD supports in building the motivation in a team. .................................................. 47
4.8.1 Increasing job satisfaction: ........................................................................................... 47
4.8.2 Encouraging a growth mindset: .................................................................................... 48
4.8.3 Manifesting a dedication to staff development: ........................................................... 48
4.8.4 Giving team members a sense of direction:.................................................................. 48
4.9 Skill development plan ........................................................................................................ 48
4.9.1 Goal(s): ......................................................................................................................... 49
4.9.2 Responsibilities:............................................................................................................ 49
4.9.3 Performance Objective: ................................................................................................ 49
4.9.4 Required Skills: ............................................................................................................ 49
4.9.5 Timeline: ....................................................................................................................... 50
4.9.6 Support/Resources: ....................................................................................................... 50
4.10 CPD Evidence Criteria ...................................................................................................... 50

4.10.1 Learning outcomes: .................................................................................................... 50
4.10.2 Peer and professional feedback: ................................................................................. 50
4.10.3 Behaviour shifts: ......................................................................................................... 51
4.10.4 Effect on job performance: ......................................................................................... 51
4.10.5 Effect on the organisation: .......................................................................................... 51
References ..................................................................................................................................... 52
TABLE OF FIGURES
Figure 1communication (kumar, 2020) ............................................................................................

Figure 2 verbal communication (Bhasin, 2021) ...............................................................................
Figure 3 nonverbal communication (Contributor, n.d.) .................................................................. 3
Figure 4 written communication (magazine, 2017) ........................................................................ 4
Figure 5 visual communication (ezTalks, 2022)............................................................................. 4
Figure 6 project communication METHODS (AUTHOR) ..............................................................
Figure 7 Team Alpha ........................................................................................................................
Figure 8 Invitation to the lecturer .....................................................................................................
Figure 9 Invitation to the lecturer .....................................................................................................
Figure 10 Invitation to students ........................................................................................................
Figure 11 agenda ........................................................................................................................... 16
Figure 12 Gantt chart ........................................................................................................................
Figure 13 evidence 1 .........................................................................................................................
Figure 14 evidence 2 .........................................................................................................................
Figure 15 EVIDENCE 3 ................................................................Error! Bookmark not defined.
Figure 16 evidence 4 ......................................................................Error! Bookmark not defined.
Figure 17 evidence 5(HND con batch 48) ........................................................................................
Figure 18 Problem solve (in, 2023) .............................................................................................. 21
Figure 19 Problem solving techniques (women, 2023) ....................................................................
Figure 20 Team (hero, 2023) ............................................................................................................
Figure 21 Team work (Chair, 2023) .................................................................................................
Figure 22 what is CPD? (cpdquality, 2022).................................................................................. 33
Figure 23 Example of CPD (foundation, 2022) ............................................................................ 34
Figure 24 CPD Plan (axelos, 2023) ..................................................................................................
Figure 25 how to make a CPD plan? (brooksandkirk, n.d.) ......................................................... 36
Figure 26 the benefits of CPD? (cpd, n.d.) ................................................................................... 36
Figure 27 Maslow - Hierarchy of needs (Martell, 2023) ..................................................................
Figure 28 Maslow - Hierarchy of needs (Martell, 2023) ..................................................................
Figure 29 Alderfer - ERG theory (Sensei, 2023) ..............................................................................
Figure 30 McClelland (Alchemy, 2023) ...........................................................................................
Figure 31 Herzberg - two factor theory (Bubble, 2023) ...................................................................
Figure 32 Skinner's reinforcement theory (stock, 2023)...................................................................
Figure 33 Adam's equity theory (C, 2023) .......................................................................................
TABLES
Table 1 Advantage and Disadvantage of communication (Quora, 2023) ....................................... 6

Table 2 Creating a Project Proposal.............................................................................................. 15
Table 3 Advantage and Disadvantage of Team (frndzzz.com, 2023)........................................... 32
Table 4 Advantage and Disadvantage of motivation theories (GetRevising, 2023)..................... 47
Task 01
1.1 Communication
Sending and receiving messages through both verbal and non-verbal means is the process of
communication.
The goal of communication is to create understanding between two or more people by sharing
information in the form of thoughts, views, and ideas in a two-way fashion.
FIGURE 1COMMUNICATION (KUMAR, 2020)
Communication is the transmission and receiving of information, and it may take place one-
on-one or in groups, and it can take place face-to-face or via communication technologies. A
sender, or the one who begins communication, must convey their thoughts or encode a message
in order to communicate. This message is transmitted to the receiver, who is the person who
gets it, and the receiver must then decode or understand it. This appears to be straightforward,
but it is not.
Language is made up of symbols and signs that are unique to the society that uses it. A common
language and a grasp of common concepts are required for effective communication. It's also
worth remembering that a receiver may misinterpret what the sender sends out, which is less
probable if the two share the same culture and language.
1|Page
M.A.M Muthaib Professional Practices Assignment 01
1.2 Types of communication
1.2.1 Verbal Communication
Verbal communication includes all forms of spoken language as well as nonverbal

communication, such as sign language. In order to prevent misconceptions and increase
attention while you speak, it is crucial to grasp how to successfully communicate one thoughts
verbally. Use the appropriate terminology, communicate clearly, understand the audience, give
the greatest possible response, and speak in an appropriate tone.
FIGURE 2 VERBAL COMMUNICATION (BHASIN, 2021)

1.2.2 Non-Verbal communication
The technique of transmitting meaning without the use of written or spoken words is referred
to as non-verbal communication. Non-verbal communication, in other words, is any
communication that takes place between two or more people using facial expressions, hand
motions, body language, postures, and gestures.
Unlike verbal communication, nonverbal communication aids in the establishment and

maintenance of interpersonal connections, whereas verbal communication merely aids in the
reporting of external events. Nonverbal are used to communicate emotions and interpersonal
attitudes, to carry out rituals such as greetings, and to put one's individuality forward.
2|Page
Non-verbal can sometimes be a barrier to successful communication since the recipient may
not grasp what the sender is trying to express and may misinterpret it.
FIGURE 3 NONVERBAL COMMUNICATION (CONTRIBUTOR, N.D.)
1.2.3 Written Communication
Despite being a sort of verbal communication, written communication has its own distinct type
since it differs so much from spoken verbal communication. Anything people write or type can
be considered written communication, including letters, emails, notes, texts,
Billboards, and even messages written in the sky! Knowing that audience, business purpose,
and maintaining consistency throughout overall written message are crucial when
communicating in writing
3|Page
FIGURE 4 WRITTEN COMMUNICATION (MAGAZINE, 2017)
1.2.4 Visual Communication
Users may not have heard of visual communication, yet it is a very effective supplement to
other forms of communication. Delivering information, messages, and points through graphical
aids is known as visual communication.
FIGURE 5 VISUAL COMMUNICATION (EZTALKS, 2022)
4|Page
Examples that are frequently utilized include diagrams, actual models, sketches, and
illustrations. In addition to verbal, nonverbal, and written communication, using visual
communication creates a very powerful channel for conveying business message.
1.3 Importance of Communication
Communication is a critical aspect of human interaction and is essential for both personal and
professional success. It plays a vital role in building and maintaining relationships, conveying
information and ideas, and resolving conflicts.
The importance of communication can be summarized as follows.
1.3.1 Building and maintaining relationships
Effective communication is crucial for building and maintaining relationships, both personal
and professional. By expressing feelings, thoughts, and ideas, individuals can establish trust
and understanding with others.
1.3.2 Conveying information and ideas
Communication is the primary means by which people share information and ideas. Whether
in the workplace, in the community, or at home, effective communication helps individuals to
convey their messages clearly and to receive feedback and input from others.
1.3.3 Resolving conflicts
Communication skills play a crucial role in resolving conflicts and misunderstandings. By

listening to others, expressing feelings and perspectives, and exploring different options,
individuals can work together to find mutually beneficial solutions to problems
5|Page
1.3.4 Improving decision making
Communication helps individuals to gather information and perspectives from others, which
can be used to make informed decisions. Effective communication also helps individuals to
explain their reasoning and decisions to others, promoting understanding and agreement.
1.3.5 Promoting collaboration
Communication is essential for collaboration and teamwork. By sharing information, ideas,

and perspectives, individuals can work together to achieve common goals.
1.3.6 Enhancing personal and professional development
Communication is a key component of personal and professional development. Through

regular practice and feedback, individuals can improve their communication skills and become
more confident and effective communicators.
1.4 Advantages and Disadvantages of Communication
Advantage Disadvantage
1. Motivation 1. Conflict
2. Control 2. Waste of time
3. Coordination 3. Performance reviews
4. Job satisfaction 4. Semantic problem
5. Exchange of ideas 5. Unqualified assumption
6. Joint trust 6. Perceptual differences
between the sender and the
receiver
7. Aid in decision making
8. Proper supervision
TABLE 1 ADVANTAGE AND DISADVANTAGE OF COMMUNICATION (QUORA, 2023)
6|Page
Communication is a critical aspect of human interaction and plays a
crucial role in personal and professional relationships. Communication has many advantages,
including improved
Understanding, increased collaboration, improved relationships, enhanced problem-solving,

increased motivation, and improved decision-making. However, communication also has some
Disadvantages, such as miscommunication, a lack of privacy, misinterpretation, conflicts, and
limited accessibility.
1.5 About the project & Selection Of Client
Our selection of Durdance Hospitals' customer care department as the focal point for our
project on basic IT and soft skills was guided by several key considerations. Firstly, within the
healthcare sector, customer care plays a pivotal role in shaping patients' experiences and
perceptions of the institution. Recognizing this, we identified an opportunity to contribute
meaningfully to Durdance Hospitals' mission of providing compassionate and efficient care by
bolstering the skills of its customer care team.
Second, the customer care department of Durdance Hospitals serves as a vital conduit between
the organization and its wide range of patients. Our goal is to improve the customer service
representatives' soft skills and IT competency so they can solve problems more effectively,
communicate more easily, and ultimately provide better patient care. This is in line with our
main objectives of raising the standard of care provided by the hospital and developing a good
rapport with patients and their families.
Furthermore, in order to properly traverse today's complicated healthcare systems, a strong IT

infrastructure and qualified staff are required. By providing the customer care team with
fundamental IT skills, we enable them to use technology to improve workflow, obtain
information quickly, and assist patients in a timely manner. This improves the hospital's
operational efficiency while also making the experience of patients seeking care more easy and
fulfilling.
Additionally, developing soft skills like empathy, problem-solving, and communication is

essential for establishing rapport and trust with patients, especially in delicate or difficult
circumstances. Through the implementation of these training programs, our goal is to develop
a customer service team that is not only technically competent but also able to provide patients
7|Page
with individualized, compassionate care, ultimately promoting a patient-centered care culture
at Durdance Hospitals.
Our Team Members

1.Fathima Rushda
2.Mohomed Muthaib
3. Abdulrahman
4. Abdul Qadir
5. Kavi Bashwara
6.Fathima Shaila
7. Fathima Wazeema
8.Dileeshiya Kavindi Gamage
9.Mohomed Azeem
10.Asan Mohomed
1.6 Project communication methods
Our “Brain Over Braun” Team used WhatsApp & Zoom for lot of communication. WhatsApp
and Zoom is an excellent communication tool for connecting with others and Scheduling a
meeting. Our “Brain Over Braun” Team solved the lot of problems and got a lot of help. Its
features for group calls and group chat were quite useful.
8|Page
It can be seen above that “Brain Over Braun” team members used a WhatsApp call &Zoom
Meeting to discuss the project. As well as the problems that Our Team had, each other’s ideas
were exchanged. WhatsApp and Zoom was used a lot for communication by “Brain Over
Braun”. Recently, everyone has been using this medium for communication.
1.7 Interpersonal skills
1.7.1 About interpersonal skills
FIGURE 6 PROJECT COMMUNICATION METHODS (AUTHOR)
The sharing of knowledge, concepts, and emotions between two or more individuals can take
place either vocally or nonverbally. Hearing, seeing, and feeling body language, expressions
on the face, and gestures are frequently a part of face-to-face communication.
Interpersonal communication is the verbal and nonverbal exchange of ideas, meanings,

emotions, and opinions between two or more individuals. Even though "face-to-face"
communication was previously mentioned, the advancement of technology forces us to
broaden the term's definition to encompass channels like phone conversations and online
messaging.
9|Page
1.7.2 Benefits of interpersonal skills
1) Improved relationships:
Interpersonal skills can help individuals build strong, meaningful relationships with
others, whether they are friends, family members, coworkers, or clients.
2) Increased job satisfaction:
Effective communication and collaboration skills can help individuals feel more
engaged and satisfied in their work, and can lead to better performance and
opportunities for advancement.
3) Better conflict resolution:
Interpersonal skills can help individuals manage conflicts more effectively, and can
lead to more positive outcomes in challenging situations.
4) Increased teamwork and collaboration:
Strong interpersonal skills can help individuals work more effectively in teams and can
lead to better outcomes for projects and initiatives.
10 | P a g e
5) Improved leadership abilities:
Effective interpersonal skills can help individuals become more effective leaders, by
enabling them to effectively communicate their vision, motivate and inspire others, and
build consensus around important decisions.
6) Better mental health:
Strong relationships and effective communication skills can help individuals feel more
connected and supported, which can have a positive impact on their mental health and
well-being.
7) Enhanced personal and professional reputation:
Individuals with strong interpersonal skills are often viewed as more likable,
trustworthy, and competent, which can help to enhance their personal and professional
reputation.
11 | P a g e
1.7 The event
12 | P a g e
Roles appointed to the group members and
their Interpersonal skills
- Roles of each member of the team - Creating a Project proposal
Position Name Interpersonal Belbin Role

skills
Leader Fathima • Effective Coordinator
Rushda communication
• Team building
• Adaptability
• Time
management
Organizer Mohomed • Well Implementer

Azeem collaboration
• Flexibility
• Problem-
solving
• Effective
balancing
• Attention
Documenter Abdulrahman • Active listening Completer

• Time Finisher
management
• Adaptability
• Motivating
• Team work
Marketer Kavi • Well Resource

Bashwara communication Investigator
• Active listening
• Relationship
building
• Creativity
• Analytical skill
Presenter Abdul Qadir • Confident Shaper

• Empathy
• Flexibility
• Storytelling
• Active listening
13 | P a g e
Tutor Dileeshiya • Patient Specialist
Kavindi • Collaborative
skill
• Time
management
• Flexibility
• Communication
Moderator Fathima • Active listening Team

Shaila • Emotional worker
intelligence
• Diplomacy
• Creativity
• Facilitation
Communicator .Asan • Impartiality Plant

Mohomed • Conflict
resolution
• Time
management
• Active listing
• Communication
Designer Fathima • Creativity Monitor

Wazeema • Collaboration Evaluator
• Time
management
• Empathy
• Communication
Photographer Mohomed • Creativity Resource

Muthaib • Patience Investigator
• Flexibility
• Professionalism
14 | P a g e
TABLE 2 CREATING A PROJECT PROPOSAL
FIGURE 7 TEAM ALPHA
15 | P a g e
- Preparing an Agenda
This schedule will be followed on the day of the event.
FIGURE 8 AGENDA
16 | P a g e
- Gantt Char
The following is a grant chart of the steps taken.
January February
Task
Tasks Week Week Week Week Week Week Week Week
ID
01 02 03 04 01 02 03 04
Project Initiation
• Activity 1:
Hold project
kickoff meeting
to discuss
objectives,
roles, and
responsibilities.
• Activity 2:
Conduct needs
assessment and
01
gather
requirements
from
stakeholders.
• Activity 3:
Develop a
detailed project
plan outlining
key milestones
and
deliverables.
Research and Content

Development
• Activity 1:
Research best
practices in IT
02 and soft skills
training.
• Activity 2:
Develop
training
modules and
materials based
17 | P a g e
on research
findings.
• Activity 3:
Review and
revise training
content based
on feedback
from
stakeholders.
Preparations for
Training
Implementation
• Activity 1:
Identify and
secure training
venue or virtual
platform.
• Activity 2:
Finalize training
schedule and
03
logistics,
including
equipment and
materials.
• Activity 3:
Train
facilitators or
instructors on
delivery
methods and
content.
Training Delivery
Phase
• Activity 1:
Conduct IT
skills training
04 sessions.
• Activity 2:
Facilitate soft
skills
workshops on
communication,
empathy,
18 | P a g e
problem-
solving and etc.
• Activity 3:
Monitor
participant
engagement and
provide support
as needed.
FIGURE 9 GANTT CHART
- Evidence of the work
FIGURE 10 EVIDENCE 1
19 | P a g e
FIGURE 11 EVIDENCE 2
20 | P a g e
TASK 2
2.1 Mean of problem solve
The process of describing an issue, identifying its cause, identifying, prioritizing, and choosing
potential solutions, as well as putting a solution into action, is known as problem solving.
FIGURE 12 PROBLEM SOLVE (IN, 2023)

Problem solving is the process of finding solutions to problems or difficulties that arise in
various contexts. It involves a systematic and logical approach to finding the best possible
solution to a problem. This process can involve a number of steps, including defining the
problem, gathering information, generating potential solutions, evaluating the alternatives, and
implementing a chosen solution. Problem solving skills are essential for personal and
professional success and can help individuals overcome obstacles and achieve their goals.
Effective problem solving requires a combination of critical thinking, creativity, and decision-
making abilities.
21 | P a g e
2.2 Problem solving techniques
FIGURE 13 PROBLEM SOLVING TECHNIQUES (WOMEN, 2023)
The act of describing a problem, discovering the origin of the problem, finding, prioritizing,
and selecting potential solutions for a solution, and executing a solution is referred to as
problem solving.
We all spend a lot of time, both at work and in our personal life, addressing issues. Some issues
are minor, and we can easily resolve them on our own. Others, on the other hand, are
complicated problems that need teamwork, ingenuity, and a significant amount of effort to
solve.
But, no matter what challenges we confront, there are certain universal strategies for dealing
with them effectively. And by developing a solid set of problem-solving abilities, we can all
enhance our confidence and capacity to succeed.
Finding a suitable solution for issues can be accomplished by following the basic four-step
problem-solving process and methodology outlined below.
- Define the Problem

- Clarify the Problem
22 | P a g e
- Define the Goals
- Identify Root Cause of the Problem
- Develop Action Plan
- Execute Action Plan
- Evaluate the Results
- Continuously Improve
2.2.1 Root cause analysis:
This involves identifying the underlying cause of a problem and addressing it directly,
rather than simply treating the symptoms.
2.2.2 Brainstorming:
This involves generating as many ideas and potential solutions as possible in a short
period of time. This technique is useful for coming up with creative solutions to
complex problems.
2.2.3 Mind mapping:
This involves creating a visual representation of the problem and potential solutions,
which can help to identify new and creative approaches.
2.2.4 SWOT analysis:
This involves analyzing the Strengths, Weaknesses, Opportunities, and Threats

associated with a problem, which can help to identify potential solutions and make
informed decisions.
23 | P a g e
2.2.5 Pareto analysis:
This involves prioritizing solutions based on their potential impact, and focusing on the
most impactful solutions first.
2.2.6 Cost-benefit analysis:
This involves evaluating the costs and benefits associated with different solutions, in
order to make an informed decision about which one to implement.
2.2.7 Decision tree analysis:
This involves creating a visual representation of the decision-making process, which

can help to evaluate the risks and benefits associated with different solutions.
2.3 Skills for successful problem solving
Successful problem solving requires a combination of both technical and interpersonal skills.
Some of the key skills for successful problem solving include:
2.3.1 Analytical skills:
The ability to analyze data, identify patterns, and make logical decisions.
2.3.2 Creativity:
The ability to think outside the box and come up with innovative solutions to problems.
2.3.3 Communication skills:
24 | P a g e
The ability to clearly and effectively communicate with others, including the ability to listen
actively, express your ideas, and negotiate with others.
2.3.4 Adaptability:
The ability to be flexible and adjust your approach to problem solving based on the changing
needs of the situation.
2.3.5 Decision making skills:
The ability to make informed decisions based on available information and to weigh the
potential risks and benefits of different options.
2.3.6 Time management skills:
The ability to prioritize tasks, set and meet deadlines, and manage multiple projects effectively.
2.3.7 Collaboration skills:
The ability to work effectively with others, including the ability to lead and be a team player.
2.3.8 Emotional intelligence:
The ability to understand and manage your own emotions, as well as the emotions of others, in
order to maintain positive relationships and build consensus around important decisions
25 | P a g e
2.4. Importance of problem solving methods
2.4.1 Increased efficiency
Problem solving methods provide a structured and systematic approach to finding solutions,
which can save time and effort compared to more ad hoc approaches.
2.4.2 Improved decision making
By using a structured problem solving method, individuals can make more informed decisions,
as they will have considered a range of potential solutions and evaluated their pros and cons.
2.4.3 Enhanced creativity
Problem solving methods can help individuals think outside the box and come up with
innovative solutions that they might not have considered otherwise.
2.4.5 Better collaboration
By using a common problem solving method, individuals can work more effectively as a team
and build consensus around important decisions.
2.4.6 Reduced conflict
Problem solving methods can help individuals manage conflicts more effectively, by providing
a framework for resolving disputes and coming to a mutually acceptable solution.
2.4.7 Increased satisfaction
When individuals are able to find effective solutions to problems, they can experience
increased satisfaction and a sense of accomplishment.
26 | P a g e
TASK 3
3.1. What is a team
FIGURE 14 TEAM (HERO, 2023)
A group is characterized collectively of individuals who perform reliant errands to pursue

achieving a typical mission or explicit goal. A few groups have a restricted life: for instance, a
plan group fostering another item, or a nonstop cycle improvement group coordinated to take
care of a specific issue. (asq, 2022)
3.2 Importance of team work
FIGURE 15 TEAM WORK (CHAIR, 2023)
27 | P a g e
Employee connections are strengthened through teamwork because the closer employees work
together, the more they get to know one another and develop a fondness for one another. They
learn and learn to live with one other's likes, dislikes, strengths, and flaws the more they work
together. When people work together for a long period, they naturally become more
collaborative, which makes the workplace more enjoyable for everyone. A pleasant work
atmosphere contributes to increased productivity, which aids companies in meeting their
objectives more rapidly.
Organizations need teamwork, especially in today's increasingly digitized environment.

Organizations that prioritize cooperation are shown to develop quicker, recognize faults sooner,
discover better solutions to challenges, and achieve higher productivity, according to studies.
Teamwork is essential to a company’s success, says John Murphy, author of Pulling Together:
10 Rules for High-Performance Teamwork. “Each individual has unique gifts, and talents and
skills. When we bring them to the table and share them for a common purpose, it can give
companies a real competitive advantage (MIDDLETON, 2022).
3.2.1 Teamwork motivates unity in the workplace;
A collaboration climate advances an environment that encourages companionship and

reliability. These affectionate connections rouse representatives in equal and adjust them to
work harder, participate and be strong of each other People have different gifts, shortcomings,
relational abilities, qualities, and propensities. Subsequently, when a cooperation climate is not
supported this can present many difficulties towards accomplishing the general objectives and
targets. This establishes a climate where representatives become zeroed in on advancing their
own accomplishments and going up against their kindred partners. At last, this can prompt an
unfortunate and wasteful workspace. At the point when collaboration is working the entire
group would be propelled and pursuing a similar objective together as one.
28 | P a g e
3.2.2 Teamwork offers differing perspectives and feedback;
Great collaboration structures furnish your association with a variety of thought, inventiveness,
points of view, open doors, and critical thinking draws near. A legitimate group climate permits
people to conceptualize overall, which thus expands their prosperity to issue settle and show
up at arrangements all the more proficiently and successfully. Compelling groups likewise
permit the drive to improve, thusly making an upper hand to achieve objectives and goals.
Imparting varying insights and encounters reinforces responsibility and can assist with settling
on powerful choices quicker, than when done alone. Collaboration increments yield by having
fast criticism and numerous arrangements of abilities become an integral factor to help your
work. You can do the phases of planning, arranging, and execution significantly more
effectively when a group is working great.
3.2.3 Teamwork provides improved efficiency and productivity;
While consolidating cooperation techniques, you become more effective and useful. This is
because it permits the responsibility to be shared, lessening the tension on people, and
guarantee errands are finished inside a set time period. It likewise permits objectives to be more
achievable, upgrades the streamlining of execution, further develops work fulfillment and
increments work pace. Eventually, when a gathering of people cooperates, contrasted with one
individual working alone, they advance a more effective work yield and can finish jobs quicker
because of many personalities interweaved on similar objectives and targets of the business.
3.2.4 Teamwork provides great learning opportunities;
Working in a group empowers us to gain from each other's missteps. You can stay away from
future mistakes, gain knowledge according to contrasting viewpoints, and advance new ideas
from additional accomplished partners. Likewise, people can extend their ranges of abilities,
find new thoughts from fresher partners and accordingly discover more methodologies that are
viable and arrangements towards the jobs needing to be done. This dynamic commitment
creates the future verbalization, support and inventive ability to issue address and produce
thoughts even more actually and effectively.
29 | P a g e
3.2.5 Teamwork promotes workplace synergy;
Common help shared objectives, collaboration and support give work environment cooperative
energy. With this, colleagues can feel a more prominent feeling of achievement, are by and
large liable for results accomplished and feed people with the impetus to perform at more
significant levels. At the point when colleagues know about their own liabilities and jobs, as
well as the meaning of their result being depended upon by the remainder of their group,
colleagues will be headed to have similar vision, values, and objectives. The outcome
establishes a working environment climate in view of partnership, trust, backing, regard, and
participation. (potential, 2005-2022)
3.3. Why people need a Team?
Teams are a critical aspect of organizational and personal success. Teams bring together
individuals with diverse perspectives, skills, and experiences to achieve common goals. The
following are some of the reasons why teams are necessary,
3.3.1 Increased creativity and innovation:
Teams can help to generate new and innovative ideas, as individuals from different
backgrounds and experiences collaborate and share their thoughts and perspectives.
3.3.2 Improved decision making:
Teams can help to make better decisions, as individuals are able to consider different options,
assess risks and benefits, and reach a consensus.
3.3.3 Enhanced problem solving:
Teams can work together to find solutions to complex problems, leveraging the collective skills
and experiences of the group.
30 | P a g e
3.3.4 Greater efficiency and productivity:
Teams can help to distribute workloads, divide tasks, and ensure that projects are completed in
a timely and efficient manner.
3.3.5 Increased accountability and motivation:
Teams can provide a sense of accountability and motivation, as individuals are more likely to
take responsibility for their actions and be committed to achieving common goals.
3.3.6 Improved communication and collaboration:
Teams can help to improve communication and collaboration, as individuals work together to
achieve common goals and build stronger relationships.
3.3.7 Development of individual skills:
Teams can provide opportunities for individuals to develop new skills and gain experience in
different areas, which can enhance personal and professional growth.
31 | P a g e
3.4 Advantages and disadvantages of a team
Advantage Disadvantage
1. Improves productivity 1. Lack of competence
2. Improves creativity 2. Conflicts
3. Quick solution 3. Difference in opinions
4. Increase the trust 4. Difference in work style
5. Coordination 5. Task ambiguity
6. Learning 6. Unequal participation
7. Better and Effective 7. Poor readiness to work
Decision
TABLE 3 ADVANTAGE AND DISADVANTAGE OF TEAM (FRNDZZZ.COM, 2023)
32 | P a g e
TASK 4
4.1 What is CPD?
FIGURE 16 WHAT IS CPD? (CPDQUALITY, 2022)
-A dedication to lifelong learning is continuous professional development. CPD

promotes thinking ahead and spotting opportunities to gain new knowledge, brush up
on existing knowledge, sharpen skills, or just stay current with the most recent
advancements in a particular profession or business.
-In actuality, CPD can refer to anything from enrolling in a training program or going
to a seminar to studying for new certifications or picking up new skills related to a job.
-Learning can become conscious and proactive rather than unconscious and reactive
with the help of continuing professional development. It entails keeping track of and
documenting a person's growing knowledge, experience, and abilities throughout their
career.
-CPD integrates several learning approaches, including webinars, online eLearning
courses, training sessions, seminars, workshops, conferences, and events. CPD can also
involve exchanging best practices, ideas, and opinions with a view to enhancing an
individual's performance at work. (cpdquality, 2022)
33 | P a g e
4.2 Example of CPD?
Meaningful development can include a wide range of official and informal activities.
Examples of CPD include:
FIGURE 17 EXAMPLE OF CPD (FOUNDATION, 2022)
-Reading pertinent journal papers or book reviews

-Taking formal development, training, or study
-Peer evaluation, coaching, or shadowing
-Online education, including participation in message boards and blogs
-Watching and evaluating television shows, documentaries, and online content
(foundation, 2022)
34 | P a g e
4.3 What is CPD plan?
Individuals should continue their professional growth because it keeps their minds open, their
knowledge current, and their motivation high. The advantages of CPD for people include
Opportunities for training to increase skills. The capacity to demonstrate a dedication to
professionalism and self-improvement.
4.4 How to make a CPD plan?
FIGURE 18 CPD PLAN (AXELOS, 2023)
35 | P a g e
FIGURE 19 HOW TO MAKE A CPD PLAN? (BROOKSANDKIRK, N.D.)
-What learning do I want or need? With your CPD strategy, an excellent place to start
is by evaluating your present career status.
-What will do to make this happen?
-What tools or assistance will require?
-What will be the measures of users’ success?
-Important Dates. (brooksandkirk, n.d.)
4.5 The benefits of CPD?
FIGURE 20 THE BENEFITS OF CPD? (CPD, N.D.)
36 | P a g e
- Increasing personal expertise at work can be done by participating in continuing
professional development, or CPD. The education doesn't end when people finish high
school, college, or university. CPD refers to the training someone obtain for the chosen
profession.
- Nearly £900 million was spent on professional education and training in the UK in
2017. It's a growing industry, and numerous professional organizations and regulatory
bodies require individuals to continue receiving training on subjects unique to the field.
- Despite the fact that people aren't compelled to take specific courses for the
profession, or if company employment does not force anyone to participate in CPD, it
is still important to consider. By taking part in further training, users can expand current
skill set, increase overall employability, and grow in chosen career.
4.6 Theories of Motivation
37 | P a g e
4.6.1 Maslow-Hierarchy of needs
FIGURE 21 MASLOW - HIERARCHY OF NEEDS (MARTELL, 2023)
FIGURE 22 MASLOW - HIERARCHY OF NEEDS (MARTELL, 2023)
Maslow's Hierarchy of Needs is a theory in psychology, proposed by Abraham Maslow in

1943, that outlines a hierarchy of human needs, from the most basic physiological needs to the
most advanced needs for self-actualization. According to Maslow's theory, these needs are
arranged in a pyramid, with the lower levels representing the more basic and essential needs,
and the higher levels representing more complex and abstract needs (Hopper, 2020).
The five levels of the Maslow's Hierarchy of Needs are:
1) Physiological needs: This includes basic needs for survival, such as food, water, shelter,
and sleep.
2) Safety needs: This includes the need for stability, security, and protection from harm.
38 | P a g e
3) Love and belonging needs: This includes the need for social
connections and relationships with others.
4) Esteem needs: This includes the need for self-esteem, respect, and recognition from
others.
5) Self-actualization needs: This includes the need for personal growth and fulfilment, and
the desire to reach one's full potential.
4.6.2 Alderfer - ERG theory
FIGURE 23 ALDERFER - ERG THEORY (SENSEI, 2023)
Alderfer ERG theory of motivation is a revision of Abraham Maslow's hierarchy of needs

theory. The ERG theory was proposed by Clayton Alderfer in 1969 and expands upon Maslow's
model by suggesting that the needs represented in Maslow's hierarchy can be grouped into three
categories: existence, relatedness, and growth (worldofwork, 2023).
The three categories of needs in Alderfer's ERG theory are:
39 | P a g e
1) Existence needs: This category encompasses Maslow's
physiological and safety needs, including basic physiological requirements, as well as
the need for stability, security, and protection from harm.
2) Relatedness needs: This category encompasses Maslow's love and belonging needs,
including the need for social connections and relationships with others.
3) Growth needs: This category encompasses Maslow's esteem and self-actualization

needs, including the need for personal growth and fulfilment, and the desire to reach
one's full potential.
Unlike Maslow's hierarchy, which suggests that individuals must satisfy each level of needs
before they can move on to the next, higher level, Alderfer's ERG theory suggests that
individuals can be motivated by more than one need at a time, and that lower level needs can
reappear if higher level needs are not met. For example, if an individual experiences a setback
in their personal growth, they may become motivated by their relatedness or existence needs
again.
Alderfer's ERG theory is important because it offers a more flexible and dynamic
understanding of human motivation, and it recognizes that individuals may be motivated by
multiple needs at different times. Additionally, the ERG theory acknowledges that the
relationship between needs and motivations can be complex and non-linear, and that
individuals may experience setbacks or regressions in their progress toward satisfying their
needs (worldofwork, 2023).
40 | P a g e
4.6.3 McClelland
FIGURE 24 MCCLELLAND (ALCHEMY, 2023)
The McClelland theory of motivation, also known as the three needs theory, is a theory in
psychology that was proposed by David McClelland in the early 1960s. The theory suggests
that individuals have three basic psychological needs: the need for achievement, the need for
power, and the need for affiliation.
The need for achievement refers to an individual's desire to set and meet challenging goals, and
to experience a sense of personal accomplishment. People with a high need for achievement
tend to be driven, competitive, and focused on personal excellence.
The need for power refers to an individual's desire for control over others, for influence, and
for prestige. People with a high need for power tend to be assertive, confident, and directive.
The need for affiliation refers to an individual's desire for social relationships, for
companionship, and for a sense of belonging. People with a high need for affiliation tend to be
friendly, cooperative, and supportive.
41 | P a g e
According to McClelland, these three needs are relatively stable and
enduring, and they influence an individual's behaviour and motivation in different ways. He
also suggested that the relative strength of each need can vary from person to person, and can
change over time.
The McClelland theory of motivation has been widely studied and has been found to have a
number of important applications in the fields of organizational behaviour, leadership, and
career development. Additionally, the theory provides a framework for understanding the
motivations and drives of individuals in different contexts, and it has been used to develop
interventions and strategies for improving motivation and performance (worldofwork, 2023).
4.6.4 Herzberg-two factor theory
FIGURE 25 HERZBERG - TWO FACTOR THEORY (BUBBLE, 2023)
The Herzberg two-factor theory of motivation, also known as the motivation-hygiene theory,
is a theory in psychology that was proposed by psychologist Frederick Herzberg in the late
1950s. The theory suggests that there are two types of factors that influence job satisfaction
and motivation: hygiene factors and motivators (simplypsychology, 2020).
42 | P a g e
Hygiene factors are those that are necessary to prevent dissatisfaction,
but do not provide motivation. These factors include:
1) Company policies and administration

2) Salary
3) Working conditions
4) Job security
5) Interpersonal relations
Motivators, on the other hand, are factors that provide motivation and job satisfaction. These
factors include:
1) Recognition
2) Responsibility
3) Advancement
4) Growth and development
Herzberg's theory suggests that improving hygiene factors can reduce dissatisfaction, but it will
not necessarily increase motivation. To increase motivation, it is necessary to focus on
motivators, such as providing opportunities for recognition, responsibility, advancement, and
growth.
The Herzberg two-factor theory has had a significant impact on the field of organizational
behaviour and has been widely used in the development of motivational programs and
strategies in the workplace. Additionally, the theory has been used to understand the
motivations and drives of employees and to develop interventions to improve job satisfaction
and motivation (simplypsychology, 2020).
43 | P a g e
4.6.5 Skinner’s reinforcement theory
FIGURE 26 SKINNER'S REINFORCEMENT THEORY (STOCK,

2023)
B.F. Skinner's reinforcement theory is a psychological theory of behaviour that focuses on the
role of reinforcement in shaping and maintaining behaviour. According to Skinner, behaviour
is shaped and maintained by the consequences that follow it, known as reinforcement or
punishment. Reinforcement can be either positive or negative, and it operates by either
increasing or decreasing the likelihood of a behaviour being repeated in the future.
Positive reinforcement occurs when a behaviour is followed by a rewarding consequence, such

as a treat or praise, increasing the likelihood that the behaviour will be repeated in the future.
Negative reinforcement occurs when a behaviour is followed by the removal of an unpleasant
consequence, such as a nagging reminder or a frustrating task, increasing the likelihood that
the behaviour will be repeated in the future.
Skinner's theory suggests that the most effective reinforcement is immediate, consistent, and
contingent upon the specific behaviour being reinforced. Additionally, he believed that
reinforcement should be used to shape behaviour in small, incremental steps, rather than trying
to change behaviour all at once.
44 | P a g e
Skinner's reinforcement theory has been widely used in a variety of
fields, including education, psychology, and behaviour therapy. The theory has been applied
to a range of issues, including improving learning, modifying behaviour in children and adults
with disabilities, and promoting healthier lifestyles. Additionally, the theory has influenced the
development of behaviour modification techniques, such as token economies, and has been
used to develop programs to help individuals overcome a range of behavioural and
psychological problems (ifioque, 2023).
4.6.6 Adam’s equity theory
FIGURE 27 ADAM'S EQUITY THEORY (C, 2023)
Adam's equity theory is a social exchange theory that was proposed by J. Stacy Adams in the
1960s. The theory suggests that people are motivated to maintain a sense of fairness and justice
in their relationships and that they compare their own inputs and outcomes with those of others
to determine if they are being treated fairly.
According to Adams, when an individual perceives that the ratio of their inputs (such as effort,
time, and skills) to their outcomes (such as rewards, recognition, and compensation) is similar
45 | P a g e
to the ratio of inputs to outcomes for others, they feel a sense of equity.
However, if they perceive that their inputs to outcomes ratio is unequal to others, they
experience a sense of inequity, which can lead to negative emotions, decreased motivation, and
a desire to restore equity.
There are two types of inequity that individuals can experience: over-benefited inequity, when
the individual perceives that their outcomes are greater than their inputs, and under-benefited
inequity, when the individual perceives that their outcomes are less than their inputs. In either
case, individuals may engage in behaviours designed to restore equity, such as seeking
additional rewards, reducing their inputs, or leaving the relationship.
Adams' equity theory has been widely applied in a variety of contexts, including the workplace,
interpersonal relationships, and organizations. The theory has been used to understand the
impact of inequity on motivation, job satisfaction, and turnover, and to develop interventions
and strategies for promoting equity and fairness in the workplace. Additionally, the theory has
been used to understand and resolve conflicts in relationships and organizations and to promote
cooperation and collaboration (Green, 2022)
4.7 Advantages and Disadvantages of motivation theories
Advantages Disadvantages
1. Increased productivity 1. Motivational rewards may become
expected, so when employees achieve
them it does not motivate them, and if
they don't achieve them it can be de-
motivating
2. Higher quality - higher customer 2. May be de-motivating for other
satisfaction employees if they are not motivated a
much as other employees
3. Lower recruitment and selection 3. Financial motivation such as piece
costs rate quality may suffer as they are
trying to rush.
46 | P a g e
4. Better communication and 4. Non-financial motivation such as
teamwork with each other. job rotation lacks specialization and is
time-consuming to change between
roles
5. Lower labor turnover
6. Better customer service
TABLE 4 ADVANTAGE AND DISADVANTAGE OF MOTIVATION THEORIES (GETREVISING,

2023)
In conclusion, motivation theories play a critical role in helping individuals and organizations
understand why people behave the way they do. Each of these theories has its own advantages
and disadvantages, including the explanation of behaviour, improved decision-making,
increased understanding, enhanced motivation, and improved performance. However,
motivation theories can also oversimplify the complex and multifaceted nature of human
behaviour, lack empirical support, be inadequate for diverse populations, be overgeneralized,
or have limited applicability.
4.8 How CPD supports in building the motivation in a team.
A person's professional talents can be improved through continuing professional development

(CPD), a process that involves studying and acquiring new skills and knowledge. A well
designed CPD strategy can play a big role in helping to achieve this goal of increasing
motivation within a team. A well-designed CPD can help our team's motivation in the following
ways:
4.8.1 Increasing job satisfaction:
Team members are more likely to feel content with their positions when they believe they are
always learning and progressing in their responsibilities. A well-crafted CPD strategy can offer
47 | P a g e
team member’s chances to broaden their skill sets, take on novel
challenges, and improve their careers. Increased job satisfaction and motivation may result
from this.
4.8.2 Encouraging a growth mindset:
A growth mindset is the conviction that people can improve their skills and abilities through
effort, commitment, and perseverance. Through chances for learning and progress, a well-
designed CPD strategy can support the development of a growth mindset within a team. Team
members are more likely to feel driven to accept new challenges and push themselves to meet
their objectives when they think they can develop their abilities and knowledge.
4.8.3 Manifesting a dedication to staff development:
A well-crafted CPD strategy can show team members that their company is interested in their
personal and professional development. As team members see value and support in their
responsibilities, this can promote loyalty, engagement, and motivation.
4.8.4 Giving team members a sense of direction:
A well-crafted CPD plan can assist team members understand how their individual
development goals fit into the larger goals of the team and the company. This can offer a sense
of direction and purpose, which can inspire people.
In conclusion, a well-designed CPD strategy can help to enhance the motivation of your team
by enhancing job satisfaction, fostering a growth mindset, exhibiting a commitment to
employee development, and offering a sense of purpose. (Author Developed, 2023)
4.9 Skill development plan
Development plan for (Employee Name)
48 | P a g e
4.9.1 Goal(s):
[Include the precise objectives here, such as "Increase sales by 20% in Q3," "Create a new
product line by the end of the year," "Improve customer satisfaction ratings by 10% in six
months," etc.]]
4.9.2 Responsibilities:
1) "Find new sales leads," "Study and develop new product ideas," "Work with customer care
team to handle customer problems," etc. are a few examples of the employee's major duties in
attaining the objectives.]
2) [Include any additional duties pertaining to the objectives or the employee's overall job
responsibilities.]
4.9.3 Performance Objective:
1) For example, "Contact 20 new potential customers per week," "Submit three new product
proposals per month," "Resolve 90% of customer complaints within 24 hours," etc., are
examples of concrete, quantifiable, and achievable goals relating to the goals.
2) Add an estimated time frame for completing each target, such as "Achieve 50% of sales goal
by the end of the first month," "Finish product development phase 1 by the end of Q2,"
"Improve customer satisfaction ratings by 5% in the first three months," etc.
3) [Add any other performance indicators that are pertinent to the objectives.]
4.9.4 Required Skills:
1) [State the information and abilities necessary to accomplish the objectives, for example,
"Good sales and networking skills," "Understanding of industry trends and consumer needs,"
"Experience in product development and design," "Great communication and dispute
resolution skills," etc.]
2) [Include any particular training or development requirements, such as "Visit a sales training
seminar," "Finish an online course in customer service skills," "Participate in a product design
workshop," etc.]
49 | P a g e
3) [Identify any potential obstacles or areas where the employee may
need to improve in order to meet the objectives, and provide solutions for doing so.]
4.9.5 Timeline:
1) [Define a schedule for achieving the goals, including precise checkpoints and due dates.]
2) Regular check-ins and progress checks [should be included] to make sure the employee is
on track and to offer advice and assistance as necessary.
4.9.6 Support/Resources:
1) [State what tools or assistance the employee will require to accomplish the goals, such as
[[Access to consumer data and market research], [[Assistance from other team members or
departments], [[Funding or budget support for product development], etc.]]]
2) [Provide any administrative or logistical assistance that the employee could need, such as
"Assistance with administrative work," "Access to software or technological tools," "Flexible
scheduling or time off for training," etc.] (Author Developed, 2023)
4.10 CPD Evidence Criteria
4.10.1 Learning outcomes:
CPD activities' learning outcomes can be used to gauge the success. The results must be precise,
measurable, doable, pertinent, and time-bound (SMART). The effectiveness of the CPD can
be evaluated based on the degree to which certain learning objectives have been met.
4.10.2 Peer and professional feedback:
Peer and professional feedback can offer important insights into the efficacy of CPD. Surveys,
focus groups, or one-on-one conversations can all be used to get feedback. The feedback should
concentrate on how relevant the CPD is, how it affects work performance, and how well it
satisfies the individual's learning requirements.
50 | P a g e
4.10.3 Behaviour shifts:
The degree to which CPD has resulted in behaviour shifts is a good indicator of the
effectiveness of the programme. This can be assessed through direct observation, introspective
assessment, or peer review. New methods of problem-solving, better communication, or
enhanced production are a few examples of changes in behaviour.
4.10.4 Effect on job performance:
Performance reviews or other performance metrics can be used to assess the impact of CPD on
job performance. This might entail higher output, better job quality, or lower error rates.
4.10.5 Effect on the organisation:
The impact of CPD on the organisation can be measured by how much it helps the organisation
achieve its objectives, boost customer happiness, or generate more income.
In conclusion, a variety of evidence-based criteria, such as learning outcomes, feedback from

peers and colleagues, behavioural changes, effects on job performance, effects on the
organisation, and accreditation, can be used to assess the effectiveness of CPD. These factors
can be used to offer a thorough assessment of CPD efficacy. (Author Developed, 2023)
51 | P a g e
References
Alchemy, 2023. Alchemy. [Online]
Available at: https://alchemyconsultancy.asia/2021/07/15/mcclellands-theory/
[Accessed 2019].
asq, 2022. asq. [Online]
Available at: https://asq.org/quality-resourc
Author Developed, 2023. [Online].
axelos, 2023. axelos. [Online]
Available at: https://youtube.com/
Bhasin, H., 2021. marketing91. [Online]
Available at: https://www.marketing91.com/verbal-communication/
[Accessed 21 01 2023].
brooksandkirk, n.d. brooksandkirk. [Online]
Available at: https://brooksandkirk.co.uk/a
Bubble, S., 2023. Sketch Bubble. [Online]
Available at: https://www.sketchbubble.com/en/presentation-herzbergs-two-factor-
theory.html
[Accessed 2023].
Chair, R., 2023. Red Chair. [Online]
Available at:
https://www.youtube.com/watch?v=ZQsI6m66Xdo&list=RDZQsI6m66Xdo&start_radio=1
C, M., 2023. [Online]
Available at: https://www.pinterest.com/pin/426082814718047644/visual-
search/?imageSignature=4ee7d6d5ba1d0889d984f03165bf002e
Contributor, V., n.d. shutterstock. [Online]
Available at: https://www.shutterstock.com/image-vector/vector-banner-nonverbal-
communication-9-types-1845170239
[Accessed 21 01 2023].
cpd, n.d. cpd. [Online]
Available at: https://cpduk.co.uk/ne
52 | P a g e
cpdquality, 2022. cpdquality. [Online]
Available at: https://cpdqualitycollective.org/what-is-cpd
ezTalks, 2022. ezTalks. [Online]
Available at: https://eztalks.com/unified-communications/what-is-visual-communication.html
[Accessed 21 01 2023].
foundation, 2022. foundation. [Online]
Available at: ://set.et-foundation.co.uk/y
frndzzz.com, 2023. frndzzz.com. [Online]
Available at: http://frndzzz.com/Teamwork/Advantages-and-Disadvantages-of-Teamwork
GetRevising, 2023. GetRevising. [Online]
Available at: https://getrevising.co.uk/grids/motivation
Green, R., 2022. Picked. [Online]
Available at: https://www.picked.ai/magazine/adams-equity-theory-of-employee-
motivation/#:~:text=Adams'%20Equity%20Theory%20of%20Employee%20Motivation%20(
also%20known%20as%20the,explain%20employee%20behavior%20and%20motivation.
[Accessed 09 02 2023].
hero, c., 2023. course hero. [Online]
Available at: https://www.coursehero.com/study-guides/boundless-management/defining-
teams-and-teamwork/
Hopper, E., 2020. ThoughtCo.. [Online]
Available at: https://www.thoughtco.com/maslows-hierarchy-of-needs-4582571
[Accessed 09 02 2023].
ifioque, 2023. ifioque. [Online]
Available at: https://www.ifioque.com/career-workshop/reinforcement-theory
[Accessed 09 02 2023].
in, L., 2023. Linked in. [Online]
Available at: https://www.linkedin.com/pulse/improving-problem-solving-manufacturing-
tim-stuart?trk=articles_directory
kumar, p., 2020. [Online]
Available at: https://hmhub.in/need-business-communication/
[Accessed 20 01 2023].
magazine, S., 2017. SDM. [Online]
Available at:
https://www.google.com/search?q=writing+communication&sxsrf=AJOqlzXP0i2h5GsKcoX
HRNHTtutYtpQmnQ:1674274976293&source=lnms&tbm=isch&sa=X&ved=2ahUKEwi0lt-
p6Nf8AhXFXmwGHTfFDowQ_AUoAXoECAEQAw&biw=1036&bih=573&dpr=1.5#imgr
c=ctf8yhe5ytFSdM
[Accessed 21 01 2023].
53 | P a g e
Martell, D., 2023. saas academy. [Online]
Available at: https://www.saasacademy.com/blog/hierarchy-of-entrepreneurial-needs
[Accessed 2022].
MIDDLETON, T., 2022. WORK LIFE. [Online]
Available at: https://www.atlassian.com/blog/teamwork/the-importance-of-teamwork
[Accessed 09 02 2023].
PEOPLE, U. O. T., 2022. UNIVERSITY OF THE PEOPLE. [Online]
Available at: https://www.uopeople.edu/blog/types-of-commu
potential, 2005-2022. potential. [Online]
Available at: ttps://www.potential.com/ar
Quora, 2023. Quora. [Online]
Available at: https://www.quora.com/What-are-the-advantages-and-disadvantages-of-
communication
Sensei, N., 2023. Namaste Sensei. [Online]
Available at: https://namastesensei.in/alderfers-erg-theory-of-motivation-with-examples-free-
pdf/
simplypsychology, 2020. simplypsychology. [Online]
Available at: https://www.simplypsychology.org/herzbergs-two-factor-theory.html
[Accessed 09 02 2023].
stock, a., 2023. adobe stock. [Online]
Available at: https://stock.adobe.com/sg/search?k=positive+reinforcement
women, T. b., 2023. Top business women. [Online]
Available at: https://www.topbusinesswomen.co.za/4-problem-solving-techniques-every-
leader-should-know/
[Accessed 15 May 2022].
worldofwork, 2023. worldofwork. [Online]
Available at: https://worldofwork.io/2019/02/alderfers-erg-theory-of-
motivation/#:~:text=Alderfer's%20ERG%20theory%20of%20motivation%20builds%20on%
20Maslow's%20Hierarchy%20of,individual%20may%20vary%20over%20time.
[Accessed 09 02 2023].
worldofwork, 2023. worldofwork. [Online]
Available at: https://worldofwork.io/2019/02/mcclellands-motivation-
theory/#:~:text=McClelland's%20Acquired%20Needs%20Motivation%20Theory%20says%2
0that%20humans%20have%20three,blend%20of%20their%20specific%20needs.
[Accessed 09 02 2023].
54 | P a g e
55 | P a g e

E174609-1711212696871-463515-Muthaib - Professional Practices - Assingment 01

Uploaded by

Copyright:

Available Formats

E174609-1711212696871-463515-Muthaib - Professional Practices - Assingment 01

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

E174609-1711212696871-463515-Muthaib - Professional Practices - Assingment 01

Uploaded by

Copyright:

Available Formats

Pearson Higher Nationals in

THANK YOU ALL!

Internal verification of assessment decisions –

Programme title BTEC Higher National Diploma in Computing

Do the assessment criteria awarded

Is the Pass/Merit/Distinction grade

• Identifying opportunities for

• Agreeing actions? Y/N

Does the assessment decision need

Internal Verifier signature Date

Assessor signature Date

Programme Leader signature

Unit Title Unit 03: Professional Practice

Assignment Number 1 Assessor Mr. Lilanka

LO2 Apply critical reasoning and thinking to a range of problem-solving scenarios

Grade: Assessor Signature: Date:

Grade: Assessor Signature: Date:

Internal Verifier’s Comments:

Signature & Date:

Feedback: Student to Assessor

Word Processing Rules

1. I know that plagiarism is a punishable offence because it constitutes theft.

Student’s Signature: Date:

Unit Number and Title Unit 3: Professional Practice

Academic Year Sep /Oct 2023/24

Unit Tutor Mr. Lilanka

Assignment Title Work Related Learning Report: Design and Deliver a

Issue Date 2024/03/03

Submission Date 2024/03/23

IV Name & Date

LO1 Demonstrate a range of interpersonal and transferable communication skills to

• the skills required to make the event successful

Need to be thoroughly considered.

Grading Criteria Achieved Feedback

LO1 Demonstrate a range of interpersonal and

P1 Demonstrate effective design and delivery of a

P2 Demonstrate effective time-management skills in

M1 Design a professional schedule to support the

LO2 Apply critical reasoning and thinking to a range

P3 Demonstrate the use of different problem-solving

P4 Demonstrate that critical reasoning has been applied

M2 Research the use of different problem-solving

M3 Justify the use and application of a range of

LO3 Discuss the importance and dynamics of working

P5 Discuss the importance of team dynamics in the

P6 Work within a team to achieve a defined goal.

D3 Critically evaluate your own role and contribution to

LO4 Examine the need for Continuing Professional

P7 Discuss the importance of CPD and its contribution to

P8 Review different motivational theories and the impact

D4 Evaluate a range of evidence criteria that is used as a

1.1 Communication ..................................................................................................................... 1

1.2 Types of communication ....................................................................................................... 2

1.2.1 Verbal Communication................................................................................................... 2

1.2.2 Non-Verbal communication ........................................................................................... 2

1.2.3 Written Communication ................................................................................................. 3

1.2.4 Visual Communication ................................................................................................... 4

1.3 Importance of Communication.............................................................................................. 5

1.3.1 Building and maintaining relationships .......................................................................... 5

1.3.2 Conveying information and ideas ................................................................................... 5