General workplace skills
Business ethics
how a company interacts with customers and employees
Manifest conflict
the behavioral or action stage of conflict -often characterized by verbal or written threats or physical actions
What should you do before presenting your new ideas to others?
-Organize what you want to communicate first -Prepare answers to potential audience questions
A customer is complaining in an angry voice that a product is defective. You notice that the product is not defective; rather, the customer needs to be trained on how to use the product correctly.
-Stay calm to try to influence the customer to calm down -Use good manners when speaking to the customer to show your respect
What benefits do companies get from hiring a diverse workforce?
-a great pool of candidates to hire -retention of valuable employees -better understanding of a global market -different perspectives to solve problems
Of the choices below, which qualities in an employee are usually the most desired by employers?
-a positive attitude -an open mind -the ability to think critically
e-mail address includes:
-a username -the @ symbol -a domain name -example, in [email protected], julie is the username and example.com is the domain name.
Techniques for resolving conflict:
-address the conflict immediately -listen to an employee's issue, which is the first and most important step in resolving conflict -get everyone to agree on the problem -have both sides brainstorm possible solutions so that everyone will feel satisfied with the resolution
What are techniques for active listening?
-asking clarifying questions, without interrupting -keeping eye contact
Positive workplace behaviors may include:
-being prompt -meeting deadlines -following through on commitments -working diligently -offering suggestions that may help the company work more efficiently
A team leader should demonstrate leadership skills by doing the following:
-being supportive of other team members -having a vision of the "big picture" of the project in mind and not getting hung up on small details -providing effective and frequent communication with team members to make sure they understand your vision for the project -having patience with team members. Do not focus on small mistakes and never embarrass one member in front of the rest of the team. Fix the mistake quietly and move on
different tones with different people in the workplace:
-best to be more formal when communicating with supervisors -alright to be less formal with coworkers who have the same position as you, but it is still important to use professional language and to treat them with respect
Racial diversity
-can bring new ideas, attitudes, experiences, and thinking patterns to the workplace -help minimize "group think," which occurs when a group makes consistent and sometimes faulty decisions based on everyone thinking the same thing and not allowing alternative ideas to surface
What is considered appropriate dress for men and women in the workplace?
-clean, pressed pants or skirts -dress shirts and ties -subdued dresses or pant suits
To demonstrate a willingness and ability to collaborate at work:
-consult with a coworker while developing a program or project -ask the opinions of your boss as well as coworkers while you are in the process of writing or creating something -willingly contribute your ideas when placed in a team with others
E-mail has many capabilities, including the ability to:
-contact hundreds of people at the same time -communicate a consistent, identical message to large groups of recipients at the same time -offer a way for people to keep written records of their conversations and other information without using paper -keep communications organized
body field
-contains the main text, or message, of the e-mail -message can be personal or professional, long or short
What are the advantages of a diverse workforce?
-creates an atmosphere of innovation and creativity through diverse viewpoints -companies committed to diversity set themselves apart from their competition and spark loyalty in their employees and customers -makes it easier to recruit new employees -access to a greater pool of candidates means better odds of hiring the best person for the job
how to receive constructive criticism:
-don't interrupt or speak until you are sure the speakers are finished making their point -demonstrate to the speaker that you are actively listening by making eye contact -treat the other person respectfully by using positive body language and facial expressions -do not frown, sneer, or fold your arms in front of you defensively
What qualities in an employee are highly desired by employers?
-flexibility and open-mindedness -being quick to adapt to technology changes -having a positive attitude -taking initiative to solve problems -thinking critically to find the best solutions to problems -not just following old ideas; always looking for new solutions or processes
To solve a problem:
-formulate a plan to collaborate to solve an IT problem -meet as a team and examine the problem -have one person keep notes on what various team members can contribute -divide the work according to skill and ability, and reconvene periodically until the problem is solved -keep in communication with your collaborators often through e-mail or by speaking to each other personally
Diversity:
-helps you grow as a person and promotes ideas that can increase the value of products and services to global customers
Ethical behaviors include:
-honesty -fairness -honoring commitments -product safety -sound financial accounting practices -taking responsibility for one's own errors -ensuring customers receive the service they paid for and are entitled to
It is usually OK to quote from an e-mail when:
-information in the original quote does not reveal anything private, embarrassing, or confidential -asking for or providing clarification or more information, such as understanding the original intent, context, or tone of e-mail -part of a series of e-mails written by several people - this keeps everyone informed -forwarding to another uninvolved person who may not have been part of the original conversation
What should you do if you receive criticism at work?
-listen respectfully even if you don't like what's being said -show that you are actively listening to the speaker
How could you nonverbally express interest while speaking to a customer in person?
-making eye contact -nodding my head -smiling -sitting up straight
Inappropriate workplace behaviors may include:
-missing deadlines -chronic tardiness -passing off assigned work to coworkers -refusing to collaborate on team projects -shifting blame in a negative situation -gossiping or undermining authority -harassing coworkers
Workplace policies are communicated through:
-new employee orientation -employee handbooks -other training materials
What techniques are required to accept constructive criticism?
-not interrupting or speaking until the other person is finished making a point -not frowning, sneering, or defensively folding arms in front of you
Some conversations should not be had over e-mail because they are too personal:
-not usually appropriate to fire someone over email because it is a very personal thing to tell someone -can be hard to know the tone of an e-mail, so you should avoid giving criticism over e-mail
To demonstrate teamwork:
-treat everyone equally -keep an open mind about your teammates' ideas -be aware of what other team members' duties are
Examples of using courtesy in the workplace are:
-using "please" and "thank you" and exchanging greetings when you pass a coworker in the hallway -making sure to consult with a coworker before interfering with a part of a project they have been assigned
Demonstrating Motivation:
-willingness to learn new skills -signing up for advanced education courses -submitting quality work and meeting deadlines -verbally expressing interest in additional advancement opportunities -volunteering for additional projects
Initiative
a person's decision to take action without being asked -an extremely important and attractive quality to employers -as an employee, you should always be thinking about how to embody and display this quality.
Initiative
a personal, responsible decision to take action
cc field
an optional field where you can put the addresses of people you want to receive a copy of the e-mail -use the cc option when you want someone else to receive the message but the message is not addressed to them
When explaining technical information to a non-technical audience, it is best to
avoid the use of technical terms in your explanations
Latent conflict
conflict that exists but is not expressed -this type of conflict can be dangerous, as resentments can fester and build without conflict resolution -important to encourage employees to constructively express resentments
e-mail address book
contains all of your contacts' information
Sally's company needed better ways to gather customer feedback at a lower cost. She suggests using social media to connect with customers. This is an example of
creative thinking
Constructive criticism
criticism that is meant to help someone get better at something -not meant to make someone feel bad -provides ideas for ways in which the employee can do a better job next time
subject field of an e-mail
gives a brief idea of what the e-mail is about -enter information into the subject field so that the recipient will know what your e-mail is about
Racial diversity helps minimizes ______________, which occurs when a group makes faulty decisions due to similar thinking and not allowing alternative ideas to surface
group think
Courtesy
showing politeness in one's attitude and behavior toward others -courtesy and good manners are important in all walks of life, but are particularly important in the workplace
contact
someone your e-mail program has stored information about
Critical thinking
the ability to critique ideas and approaches to processes and find the best solution -does not mean being critical of others
customer service mindset
the ability to stay positive and focused on finding a solution that satisfies the customer
Cooperation
the act of working together for a common purpose or benefit -you can demonstrate cooperation by listening respectfully to your bosses when they give you direction
Grooming
the art of cleaning and maintaining parts of the body -includes practices like hair styling, shaving, the care of clothing, and dressing appropriately for social and work situations
You are an employee caught up on all of your work. Another employee is struggling with what should be a five-minute software task that you know how to do. What is the best action for you to take?
Help the other employee with the five-minute software task
Good Writing Habits for the Workplace:
-Be clear and concise -Adjust your writing style to the audience. Do not use technical terms or abbreviations if the reader is not familiar with the subject -Check for errors and misspellings. Make sure you are using the right version of a word; for example, check to see that you used their, there, and they're correctly
techniques for effective communication in the workplace:
-Be clear and concise when speaking -Use the preferred communication style for the person with whom you are talking -Use good writing habits for the workplace
What steps are needed to organize oral or written IT messages to ensure that the audience fully understands the ideas being communicated?
-Clarify in your own mind what you want to communicate first -Prepare answers to potential audience questions -Limit use of technical terms
Leadership skills:
-planning - organize a plan or schedule for workflow that the team can follow to accomplish the goal -monitoring progress - support and encourage team members, answer any questions or search for more information if that suddenly becomes necessary -supporting others - make sure all team members have all the resources they need to accomplish their parts of the project -managing expectations - make sure all team members are aware of deadlines and speak privately to any members who seems to be lagging or having challenge with their work
special challenges in communicating with customers:
-remember to always treat customers with courtesy and good manners, regardless of whether customers treat you with the same courtesy -keep in mind that customers are important to businesses' success
People use e-mail to:
-send information quickly and conveniently -involve participants in a conversation when working on a common project -create a written record of a conversation -use written communication across long distances -communicate when face-to-face communication is not possible or feasible
E-mail is an easy way to:
-share information, including meeting reports, event notices, or announcements -send data and information in the form of files -provide updates that are not time-sensitive
You can exhibit a positive attitude in the workplace through these behaviors:
-show enthusiasm for and genuine interest in your work and the company itself -demonstrate your willingness to take on increased responsibility — employers are always happy to let employees stretch their skills -remember to follow policy, be punctual, be a team player, and be open to constructive criticism and suggestions
Inappropriate Workplace Communication
-slang -profanity -off-color remarks
Most e-mail software programs have similar functions:
-store contacts -access contact information -sort e-mail by date, sender, or other category -set an e-mail's priority -create signature text that is automatically included at the end of a message -set automatic messages and replies
Today's workforce spans four generations:
-traditionalists (born before 1946) -baby boomers (born 1946-1964) -generation Xers (born 1965-1981) -millennials (born 1982-2000)
face-to-face conversation
people unknowingly reveal feelings of frustration or boredom through facial expressions and body posture
Which of the following is the best way to make sure you understand what someone has said?
Paraphrase the information
Your company is getting negative feedback on the current customer service process. It's your job to make sure customers are happy. How would you approach the problem?
Review the process and to see where it needs adjusting
Conflict
a disagreement between individuals or groups -involves the perception of a threat to an individual's or group's needs or interests -faced with new ideas, cultures, and different ways of doing things, people may feel threatened, and conflict can result
Honesty
a characteristic that denotes positive, virtuous attributes such as integrity, truthfulness, and straightforwardness along with the absence of lying, cheating, or theft -you can demonstrate honesty in the workplace by refraining from dishonest behavior, such as exaggerating or fabricating your accomplishments
Active listening requires asking ____________ during a conversation. This technique is used when receiving constructive criticism as well
a clarifying question
Conflict resolution
a collection of methods for creating a peaceful resolution to a disagreement or conflict -inevitable in the workplace, so it is important to resolve conflict with positive and honest interactions among the parties involved
Workplace diversity
a company is inclusive of people of all backgrounds -gender -age -ethnicity -race -professionals should be open minded toward working with people of different backgrounds
Americans with Disabilities Act (ADA)
a federal law that protects the rights of people with disabilities in the workplace -employers must make reasonable accommodations for a disabled employee to successfully perform the job's basic duties
e-mail attachment
a file that a sender includes in an e-mail -file can be a word-processing document, an image, or another type of file
Body language
a form of nonverbal communication by which people use posture, facial expressions, eye movements, and gestures to communicate their thoughts and attitudes -demonstrated and interpreted almost entirely subconsciously
Work ethic
a person's set of values based on the belief that hard work and diligence enhances personal character and pride
Active listening
being fully engaged and participating as a listener -stay focused and pay attention to the speaker -try not to interrupt the speaker while he or she is talking -look at the speaker -don't engage in any other activities while you listen unless you need to take notes to help you remember the information
Loyalty
faithfulness or a devotion to a person, country, group, or cause -employers consider loyalty an extremely important quality in an employee
reply all
feature allows you to reply to everyone who was included in the original message -can be helpful when you need to share your response with everyone
reply
feature allows you to respond to the person who e-mailed you
Appropriate dress
may vary from office to office, but it is always better to dress in more formal business clothing. If there is an official dress code, follow it
Electronic communications
often more casual than other types of business communications, but if your e-mails are too casual, they may seem unprofessional -get to the point as quickly as possible -be professional, use appropriate business language, and avoid using abbreviations like OMG or LOL
Experienced customer service people
often very good at maintaining this mindset, even when dealing with an upset or rude customer
positive relationship
one in which customers feel happy and satisfied with their interactions with a company
The Americans with Disabilities Act (ADA) says that employers must make ______________ for disabled workers to perform their jobs
reasonable accommodations
Conflict can arise in the workplace because of personality issues, cultural differences, and ____________
religious beliefs
human resources department
responsible for hiring employees, managing their benefits, and presenting company policies
Paraphrasing
restating something in your own words -assures the speaker that you understood the message and lets the speaker correct any mistakes or misunderstandings
Forwarding an e-mail
sending an e-mail you received from someone else to other people -helpful when you want to share information from an e-mail with someone who did not receive the original e-mail
Punctuality
the characteristic of being able to complete a required task or fulfill an obligation before or at a previously designated time -arriving at work and getting to your desk by the designated starting time in the morning -attending meetings on time and meeting your coworkers at the time agreed upon demonstrates punctuality as well
Customer service
the collection of interactions a company has with customers who have purchased a product or who will purchase one -good customer service team may be able to restore a relationship with an upset customer
Ethics
the moral principles of right and wrong that govern the behavior of a person or group
recipient
the person who will receive the e-mail
Hygiene
the set of practices associated with healthy living and the preservation of health -includes the washing and cleaning of the body, hair, and teeth
Verbal communication skills
the skills of speaking and listening -used when speaking on the phone, in meetings, or in face-to-face conversations -to interact with customers, coworkers, supervisors, vendors, and others
Nonverbal communication skills
the skills of using and interpreting body language and behavior -can be misread because gestures often have multiple interpretations
Companies benefit from older workers because
they often have a lot of experience
Creativity
thinking and doing things in new and different ways
customer service person's task
to find out what is wrong and what is needed to restore positive relations with customers -different customers may require different solutions
bcc field
used to send someone a copy of an e-mail without the main recipient's knowledge -can be an appropriate way to track mailings or to ensure that you do not share individual e-mail addresses with other people in a mass e-mail -use the bcc option cautiously
"from" field of an e-mail
where the sender's name and e-mail address appear -tells the recipient who sent the e-mail
"to" field of an e-mail
where you type in the e-mail address of the recipient
Teamwork
work performed by a number of people all working toward the accomplishment of a common goal -can increase work production and improve team morale