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Module-6 - None

Accountancy (STI College)

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12 SENIOR HIGH SCHOOL

PERSONAL
DEVELOPMENT
Quarter 2 – Module 6:
Career Assessment

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PERSONAL DEVELOPMENT – Grade 11/12

Alternative Delivery Mode
Quarter 2 – Module 6: Career Assessment
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the government
agency or office wherein the work is created shall be necessary for exploitation of such
work for profit. Such agency or office may, among other things, impose as a condition
the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this module are owned by their respective copyright
holders. Every effort has been exerted to locate and seek permission to use these
materials from their respective copyright owners. The publisher and authors do not
represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Josel M. Silva
Editors: Leonida S. Wu, EdD, Laurice Kathe T. Inso,
Reviewers: Leonida S. Wu, EdD, Bethel- Anne S. Parco,
Mayflor Olarte-Abus
Management Team: Senen Priscillo P. Paulin, CESO V Jenith C. Cabajon
Fay C. Luarez, TM, Ed.D., Ph.D. Rosela R. Abiera
Nilita L. Ragay, Ed. D. Maricel S. Rasid
Elmar L. Cabrera

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: [email protected]

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12

PERSONAL
DEVELOPMENT
Quarter 2 – Module 6:
Career Assessment

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Introductory Message
For the facilitator:

Welcome to the Personal Development 11/12 Alternative Delivery Mode (ADM)

Module on Career Assessment!

This module was collaboratively designed, developed and reviewed by

educators both from public and private institutions to assist you, the teacher
or facilitator in helping the learners meet the standards set by the K to 12
Curriculum while overcoming their personal, social, and economic
constraints in schooling.

This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore, this
also aims to help learners acquire the needed 21st century skills while taking
into consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator, you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing
them to manage their own learning. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the module.

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For the learner:

Welcome to the Personal Development 11/12 Alternative Delivery Mode (ADM)

Module on Career Assessment!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time.
You will be enabled to process the contents of the learning resource while
being an active learner.

This module has the following parts and corresponding icons:

This will give you an idea of the skills or

What I Need to Know competencies you are expected to learn in the
module.

This part includes an activity that aims to

check what you already know about the
What I Know
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
This is a brief drill or review to help you link
What’s In the current lesson with the previous one.

In this portion, the new lesson will be

What’s New introduced to you in various ways; a story, a
song, a poem, a problem opener, an activity
or a situation.
This section provides a brief discussion of the
What is It lesson. This aims to help you discover and
understand new concepts and skills.

This comprises activities for independent

practice to solidify your understanding and
What’s More
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
This includes questions or blank
What I Have Learned sentence/paragraph to be filled in to process
what you learned from the lesson.
This section provides an activity which will
What I Can Do help you transfer your new knowledge or skill
into real life situations or concerns.

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This is a task which aims to evaluate your

Assessment level of mastery in achieving the learning
competency.
In this portion, another activity will be given
Additional Activities to you to enrich your knowledge or skill of the
lesson learned.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part
of the module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.
If you encounter any difficulty in answering the tasks in this module, do
not hesitate to consult your teacher or facilitator. Always bear in mind that
you are not alone.

We hope that through this material, you will experience meaningful

learning and gain deep understanding of the relevant competencies. You
can do it!

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What I Need to Know

The former President of the United States, Abraham Lincoln once said and I
quote “The best way to predict the future is to create it.” Individuals with strong
determination combined with hard work will probably reap a good harvest. However,
taking such course would not be easy because it needs self-submission and a clear
vision as to what career you will choose. Your future profession basically will dictate a
lot of things in your life- it can determine the kind of lifestyle, the quality relationship
that you have established with other people and the balance you will be able to keep
with your life and your responsibilities as well. It is very important as Grade 12 High
School students to already have determined your future profession.

You have to ask yourself the following questions before making such decision;
is this really what I like to do? Is this what I see myself in the future? Is my decision
based on my personal choice or just a peer pressure? What are my strengths? What
are the disadvantages and advantages of each option? What will help and what will
hinder me?

LEARNING COMPETENCY:
Explain that understanding different factors, career development concepts and
personal life goals influence career planning and decision making.
Esp-PD11/12PC-IIf-12.1)

Identify career option based on different factors, career development concepts and
personal life goals.
EsP-PD11/12PC-IIf-12.2

At the end of the module, you should be able to:

1. Learn about the many facets of the process of career decision-making.
2. Clarify job values in order to effectively consider the trade-offs among your
career choices.
3. Engage in self-assessment of the skills you most want to use in a career.

Important note to remember: This module will be collected every week so

you are directed not to put any marks in here. All answers and the exact
date must be written in your ACTIVITY/QUIZ notebook, or as prescribed on
every given activity.
For health and safety purposes, avoid licking your fingertips, when leafing
or turning pages.

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What I Know

Pre- Assessment
Directions: Choose the letter of the correct answer. Write your answer on your activity
notebook.
1. It is identified as the most influential extrinsic factor in career choice decision.
Income was considered as an important component of life, particularly among
youth who had higher level of individualism.
A. Affordability C. Income
B. Financial Remuneration D. Earning potential
2. This mindset increased the count in the mediocre group where students fail to
succeed in their career and just keep on it with an average performance.
A. Earning Potential C. Personal Interest
B. Peer Influence D. Teachers and Educators
3. This theory establishes a classification system that matches personality
characteristics and personal preferences to job characteristics. Holland codes
are six personality/career types that help describe a wide range of occupations.
A. Abilities C. Peer Influence
B. Interest & Personality Test D. Skills
4. This is the purchasing power of individual who dares to dream.
A. Affordability C. Business
B. Budget D. Money
5. Your chosen profession is likely to be a factor that influences your career path.
Your personal financial needs are also likely to influence the career choices you
make.
A. Affordability C. Career Planning
B. Business D. Earning Potential
6. Geography can have an influence on career path decision in a number of ways.
You may choose a job that requires living in a certain region.
A. Home Address C. Location
B. Jurisdiction D. Territory
7. Choosing a career just to live up to the parents’ expectation is the most common
decision taken by students from business families are by default expected to
choose commerce career course. Some who resists submit to the parental
pressure leading to an unsuccessful career choice.
A. Counselors C. Peer Influence
B. Parents’ desire/Parental Pressure D. Teachers and Educators
8. This practice of determining one’s interest field based on one-time exam
performance has often led to a wrong career decision. Let us take a concrete
example, a senior high school graduate who wants to take up BSED is advised
to take up other course because of failing the screening admission.
A. Past Performance C. Interview
B. Examination Result D. Personal Interest

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9. Considering your skills and abilities and how they may fit in a particular
occupation comes out of one the earliest career development fields, Trait-
factors theories, and is used today. You can identify activities you enjoy and
those in which you have a level of competency though a formal assessment.
A. Interest and Personality Test C. Skills and Abilities
B. Hobbies and Likes D. Talents
10. They are significant figures in the process of youth’s career decision-making
and are seen as significant figures that are agents of development and could
have an influence on students’ decision making.
A. Counselors C. Relatives
B. Parents D. Teachers and Educators

What’s In

Some factors that influence students’ career choice:

Parents’ Desire/ Parental Pressure: Choosing a career just live up to the parents’
expectation is the most common decision taking by students from business families
are by default expected to choose commerce career course. Some who resists submit
to the parental pressure leading to an unsuccessful career choice.

Peer Influence: Most of the students want to follow the crowd to get their destination.
Follow your friends is the most trending exercise visible during the selection of
university or college. Majority choice is the best choice. This mindset increased the
count in the mediocre group where students fail to succeed in their career and just
keep on it with an average performance.

Skills and Abilities: Considering your skills and abilities and how they may fit in a
particular occupation comes out of one the earliest career development fields, Trait-
factors theories, and is used today. You can identify activities you enjoy and those in
which you have a level of competency though a formal assessment.

Interest and Personality Test: Holland’s Career Typology Theory. This theory
establishes a classification system that matches personality characteristics and
personal preferences to job characteristics. Holland codes are six personality/career
types that help describe a wide range of occupations.

Affordability: This is the purchasing power of individual who dares to dream.

Past Performance: This practice of determining one’s interest field based on one-
time exam performance has often led to a wrong career decision. Let us take a
concrete example, a senior high school graduate who wants to take up BSED is
advised to take up other course because of failing the screening admission.

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Earning Potential: Your chosen profession is likely to be a factor that influencing your
career path. Your personal financial needs are also likely to influence the career
choices you make.

Location: Geography can have an influence on career path decision in a number of

ways. You may choose a job that requires living in a certain region.

Financial Remuneration: It is identified as the most influential extrinsic factor in

career choice decision. Income was considered as an important component of life,
particularly among youth who had higher level of individualism.

Teachers and Educators: They are significant figures in the process of youth’s career
decision-making, are seen as significant figures that are agents of development and
could have been influence on students’ decision making.

TASK 1: Directions: Copy the given table (with its contents) on your activity
notebook. Afterwards check/ mark the column corresponding to your level of
skills/abilities.
This activity will help you identify your skills you have already acquired and feel
competent in doing. In the first column, mark each skill in which you feel competent.
In the second column, mark those skills that you really enjoy even if you are not
proficient at them. In the last column, what skills would you like to learn, acquire or
develop further?

3. would
1.feel 2.enjoy/
SKILLS like to
competent favorite
develop
Communication Skills
Write, edit, translate, interpret or critique
words
Speak in public, debate, advocate, present or
demonstrate an idea
Facilitate a meeting
Reading and following directions
Comparing or cross-checking two lists
Filling out forms
Writing reports, letters and memos correctly
Reading and understanding policies and
memos
Comfortably speaking to others you do not
know
Taking notes while someone speaks
Finding information
Using a map
Explaining things to other people
Know when to ask for help or more
explanation
Counsel or advise others

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Listening to others
Technical Skills
Be athletic or use physical coordination
Build or construct things or structures
Do skilled crafts or use hand coordination with
tools
Operate vehicles, machines or electronic
equipment
Repair or set up machines or equipment
Installing things
Work with earth and nature
Gardening, landscaping and farming
Other:

1. From the list above, referring to column 2, lists your top five skills that you would most enjoy
utilizing in your work (even if you are not proficient at them yet)
2. which of the favorite skills listed above do you consider strengths or things that you are very
good at? (Both column 1 and 2 would probably be marked).
3. Which (top five) skills would you like to develop, improve and/or learn? (Refer to skills
marked in column 3)

Task 2: PLANNING YOUR FUTURE “Vision Activity”

Direction: Imagine that you had 3 separate lifetimes to live- what would you do with your time?
Write about your vision. Don’t limit yourself to occupational titles or career fields; instead,
provide detailed descriptions of what you’d like to be doing, where you’d like to live, who you’d
like to spend time with, and what special skills, training or interests you would hope to explore
and develop? Do it in your activity notebook.
First Lifetime
_________________________________________________________________________
Second Lifetime
_________________________________________________________________________
Third Lifetime
_________________________________________________________________________

What’s New

Choosing A Right Career

By: KUNJIKA THAKRAL

Time to make a tough decision

But what to do, lots of confusion.
Time to choose an appropriate career
Want to become something different from doctor, engineer.

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My life is for my country

I will work hard for its victory
This decision will be my own
And my family will always be my backbone.

All I need is proper guidance,

So that I need a one, who can take me out of this confusion,
And help me out to make a good decision.
Rest I leave on what almighty has decided for me,

I will fight with every problem and never flee.

I will prefer a profession full of dignity,
And work on it with my full capability.

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3. would
1.feel 2.enjoy/
Management and Self-Management Skills like to
competent favorite
develop
Administer, set goals and priorities, plan or make
decisions
Initiate, assess needs, anticipate or create change
Manage people, delegate tasks, direct, oversee or
motivate
Sell, negotiate, convince, promote or persuade
Being patient with others
Keeping a cheerful attitude
Getting interested/excited about the task at hand
Offering to help when it’s needed
Knowing how to take directions
Motivating myself to do what needs to get done
Helping motivate others to get the job done
Prioritizing tasks so that the larger goal is met on
time
Following the rules
Presenting a neat and professional image
Checking your own work
Using courtesy when dealing with others
Seeking help when needed
Being eager to learn
Speaking up for yourself
Solving problems in a cooperative way
Other:
Number Skills
Compute, calculate, compare or record numbers
Forecast, appraise or estimate numerical
information
Doing arithmetic correctly
Using percentages and decimals
Estimating costs and/or time needed to complete a
job
Using a database program on a computer
Using a spreadsheet on a computer
Creating and managing a budget
Other:
Creative/Artistic Skills
Perceive intuitively, sense, show insight or have
foresight
Use artistic ability, photograph, decorate, paint or
sculpt
Use creativity, visualize, imagine, brainstorm or
design
Use musical ability, sing, compose or play
instruments
Presenting artistic ideas
Visualizing shapes
Designing
Drawing, illustrating, sketching
Other:

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3. would
1.feel 2.enjoy/
People and Social Skills like to
competent favorite
develop
Care, treat, heal, nurse or rehabilitate others
Counsel, empower, coach, guide or listen to
individuals
Host, comfort, please, make welcome or serve
customers
Plan social, recreational or other group events
Problem-solve, mediate or network with people
Teach, train, instruct, inform or explain to groups
Caring for children responsibly
Caring for the sick and elderly
Calming people down
Helping people complete a task
Knowing how to get along with different
people/personalities
Leading groups or activities
Other:
Critical Thinking and Investigative Skills
Analyze, use logic, problem solve, examine
Conceptualize, adapt, develop, hypothesize or
discover
Evaluate, assess, test, appraise, diagnose
Observe, reflect, study or notice
Research, investigate, read or interview
Synthesize, integrate, unify or conceptualize ideas
Other:
Business Skills
Working with computers
Using a business telephone
Working with budgets
Account, budget, program or systematize financial
data
Attend to detail, copy, inspect or transcribe
Setting up and closing out a cash register
Managing money and bills
Organizing, filing, updating, categorizing or
arranging
information
Writing business documents
Coordinating events
Fund-raising
Other:

What is It

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Sometimes people take any job without thinking about if they like the job. They
learn that there are some tasks they like to do. And there are other tasks they don’t
like to do. Finding a job that has tasks that are interesting to you will make the job
more enjoyable, and you will be more motivated to keep that job. You will also do a
better job and are more likely to be promoted.

Benefits of matching your interests

Here are reasons to pick a job that matches your interests:

✓ You will be happier doing a job you like (matches your interests than one you
dislike.
✓ Not everything you enjoy doing will provide you with a good income. It is
important to balance what you enjoy, what you are good at (your skills), and
what jobs are available.
✓ You may not enjoy every part of your job, but you should enjoy most of it.

Psychologist John Holland classified jobs/careers/work/environment into six types:

R=Realistic people are DOERS. Realistic people like to work with their hands, either
with plants and animals or tools. They like to fix things. Some examples of occupations
that are primarily realistic in nature are: forester, industrial arts teacher, radio operator,
auto engineer, industrial engineering technician, aircraft mechanic and other
mechanical works, and agricultural works.

I=Investigative people are THINKER. Investigative people like to analyse data and
solve problems. They usually prefer to work independently. Some specific
investigative jobs are: economist, internist, physician, anthropologist, astronomer,
pathologist, physicist, chemist, production planner, medical lab, math and science
teacher and all sciences.

A=Artistic people are CREATOR. Artistic people often enjoy making things or
performing in front of other people. They like flexibility in their lives. Some primarily
artistic jobs include drama coach, language teacher, journalist reporter, drama
teacher, foreign language interpreter, philosopher and etc.

S=Social people are HELPERS. Social people like to work with other people, often
on teams. They enjoy counselling and caring for others. Jobs that involve these
personality aspects include education, teaching social welfare, counselling, health
professions, social service and etc.

E=Enterprising people are PERSUADERS. Enterprising people would like to start

projects and make decisions. They often enjoy selling things or managing other
people. They are often seen as enthusiastic, dominant, and impatient. Jobs that
involve these personality aspects include sales and marketing field, banker, lawyer,
industrial engineer, TV/radio announcer, branch manager and etc.

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C=Conventional people are ORGANIZERS. Conventional people like structured job.

They enjoy working with numbers and instructions. They often organized data and
write reports. People who rank high on this theme are often conscientious, efficient
and calm. Jobs that involve these personalities are clerical, administrative, time study
analyst, finance expert, accountant, credit manager, secretary and etc.

What’s More
Task 3: Match column A with Column B by writing the letter only. Answers must be
written on your activity notebook.
Column A Column B
___ 1. People would like to start projects and make
decisions. They often enjoy selling things or a.) Conventional
managing other people. b.) Social
___ 2. Often enjoy making things or performing in front c.) Investigative
of other people. They like flexibility in their lives. d.) Enterprising
___ 3. People like structured job. They enjoy working e.) Realistic
with numbers and instructions. They often f.) Artistic
organized data and write reports.
___ 4. People like to work with their hands, either with
plants and animals or tools. They like to fix
things.
___ 5. People like to analyze data and solve problems.
They usually prefer to work independently.

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Task 4: Directions: Shown below is a diagram composition of different groups of

people gathering in a party for some reasons. In this party,
persons that have the same interests are all gathered in the
same corners of the venue. Guide questions are provided for
you to answer. Answers must be written in your activity
notebook.

1. Which group of people above would you instinctively be with, as to the group of
people you would most enjoy being with for the longest time? Explain your
answer (2 or 3 sentences will do).

2. After twenty minutes, everyone in the corner you have chosen leaves another
party across town except you. From the remaining group now, which group
would you choose to be with? Explain your answer (2 or 3 sentences will do).

3. After twenty minutes, this particular group too leaves for another party, except
you. Of the group of people that you remain with now, which group would you
enjoy being with most? Explain your answer (2 or 3 sentences will do).

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What I Have Learned

Complete the following phrases in your activity notebook.

I have learned that

____________________________________
I have realized that
____________________________________________
I will apply
___________________________________________

What I Can Do

Directions: Please select from the following options, marking the most effective and
the least effective:

Scenario1:
You have come into work this morning to find that everyone in the office has been
given a new office chair, except you. What do you do?
A.) Complain loudly to your colleagues about how unfair the situation is.
B.) Speak to your manager and ask why you haven’t received a new chair.
C.) Take a chair from one of your colleagues.
D.) Complain to HR about your unfair treatment.
E.) Quit

Scenario 2:
You are answering the phone in a call center and a customer is complaining about the
service they have received. They are very angry and shouting. How do you deal with
this situation?
A.) Tell the customer to calm down, as you are not responsible for the poor service
they have received
B.) Hang up on them-it isn’t your job to listen to shouting people
C.) Listen to what they have to say and empathize
D.) Pass the call to a manager-they obviously aren’t going to listen to you
E.) Agree with what they are saying and promise to give them exactly what they
want
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Assessment

Directions: Choose the letter of the correct answer. Write your answer on your activity
notebook.

1. These people tend to prefer jobs where they are given firm structure and know
exactly what is expected of them. They enjoy words and numbers and
systematic and structured jobs.
A. Artistic C. Enterprising
B. Conventional D. Social
2. It is identified as the most influential extrinsic factor in career choice decision.
Income was considered as an important component of life, particularly among
youth who had higher level of individualism.
A. Affordability C. Financial Remuneration
B. Earning potential D. Income
3. This mindset increased the count in the mediocre group where students fail to
succeed in their career and just keep on it with an average performance.
A. Earning Potential C. Personal Interest
B. Peer Influence D. Teachers and Educators
4. This theory establishes a classification system that matches personality
characteristics and personal preferences to job characteristics. Holland codes
are six personality/career types that help describe a wide range of occupations.
A. Abilities C. Peer Influence
B. Interest & Personality Test D. Skills
5. This is the purchasing power of individual who dares to dream.
A. Affordability C. Business
B. Budget D. Money
6. Your chosen profession is likely to be a factor that influences your career path.
Your personal financial needs are also likely to influence the career choices you
make.
A. Affordability C. Career Planning
B. Business D. Earning Potential
7. Geography can have an influence on career path decision in a number of ways.
You may choose a job that requires living in a certain region.
A. Home Address C. Location
B. Jurisdiction D. Territory
8. Choosing a career just to live up to the parents’ expectation is the most common
decision taking by students from business families are by default expected to
choose commerce career course. Some who resists submit to the parental
pressure leading to an unsuccessful career choice.
A. Counselors C. Peer Influence
B. Parents’ desire/Parental Pressure D. Teachers and Educators

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9. Considering your skills and abilities and how they may fit in a particular
occupation comes out of one the earliest career development fields, Trait-factors
theories, and is used today. You can identify activities you enjoy and those in
which you have a level of competency though a formal assessment.
A. Hobbies and Likes C. Skills and Abilities
B. Interest and Personality Test D. Talents
10. They are significant figures in the process of youth’s career decision-making
are seen as significant figures that are agents of development and could have
been influence on students’ decision making.
A. Counselors C. Relatives
B. Parents D. Teachers and Educators

Additional Activities
You have come to know that understanding skills, interest, value, and
personality is the first step toward choosing a career. Learning what you enjoy, what
you are good at, and what you value most in your life or work environment is necessary
before you embark on exploring possible careers.
This time, you are going to write a letter to your future self. You should identify
a time period to write to, envision the future, set goals for yourself, and then start
writing. Once done, sign off the name and the date you want to open the letter and
keep it in a safe place. Set an appointment in your calendar to open your letter. Write
one copy of your letter in your activity notebook and the other one with the same
content should be written in a short band paper. The latter must be kept with you.

(DATE TODAY)

Dear Future Self;

_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_____________________.

NAME & DATE TO OPEN THE LETTER

Send to the Future

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16
Pre-assessment
1. B 3. B 5. C 7. B 9. C
2. B 4. D 6. B 8. A 10.
What’s in
Task 1: Answer may vary
Task 2: Answer may vary
What’s more
Task 3:
1. A 3. C 5. E
2. F 4. D
Task 4: answer may vary
What I can do
SCENARIO 1
Answer: B. is the most effective, as there could be multiple reasons that you have not
had a new chair.
The least response to this situation would be. E), to quit. It would be an impulsive overreaction to
just leave and would be highly unprofessional. A), while it might be somewhat cathartic to
complain to your colleagues, it won’t help the situation and could cause bad feeling in the office.
C), it would not only cause friction between you and your colleague but could be seen as
misconduct that could end up in disciplinary procedures. If you had spoken to your manager, and
there was no reason for you not having a new chair, or the oversight was not rectified, then you
would have cause to choose: D) Complain to HR-but as a first resort, it isn’t appropriate.
SCENARIO 2
Answer: C. is the most effective way to deal with this situation. Most angry customers
want to feel like they are being listened to and, while you might not necessarily agree
with them, empathizing will make them feel like company cares about them.
D.) This is a good response if you feel that you are unqualified to help, or if the situation is getting
out f control. Knowing when to pass a call on is an excellent teamwork skill. E.) While it might
help the customer feel validated, agreeing with their complaint might not be in line with the
company’s values- and might damage company reputation. Blindly making promises to fix an
issue could also cause problems as it might not be possible to follow through. A.) This is a tricky
one as you want customer to stop shouting so that you can fix their issue- but telling them point-
blank like that is likely to make things worse. It isn’t your fault that they have received poor service,
but do have to listen to the complaint. B.) This is the worst option-it won’t help customer deal with
their complaint; in fact, it will make it worse as they will call back angrier. This response doesn’t
portray a great level of emotional intelligence or professionalism.
Assessment
1. B 6. D
2. D 7. D
3. A 8. B
4. A 9. C
5. A 10. C
Answer Key
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References

Fernandez, W. B., et. Al., Personal Development Learner’s Guide First Edition
(Department of Education, 2016), 104-105, 122-126

https://www.google.com/amp/s/bethmasterofurfate.wordpress.com/2015/.

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https://psychometric-success.com/aptitude-tests/situational-judgement-tests

Learning Objectives - Oakton Community College

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