ch2 ppt
DESCRIPTION
Chapter 2TRANSCRIPT
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CHAPTER 2DEVELOPING PROFESSIONAL
SKILLS
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DEVELOPING PROFESSIONAL SKILLS
• Identifying Technical Skills
• Developing Knowledge Skills
• Developing Personal Qualities
• Developing Interpersonal Skills
• Displaying Ethical Behavior
• International Human Relations
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IDENTIFYING FOUR BASIC WORKPLACE SKILLS
• Resources• Identifying, organizing, planning,
allocating
• Information• Acquiring, evaluating, organizing,
maintaining, interpreting, communicating
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IDENTIFYING FOUR BASIC WORKPLACE SKILLS (CONTINUED)
• Systems• Social, organizational, technological
• Technology• Selecting procedures, tools, or
equipment including computers and related equipment
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BASIC KNOWLEDGE SKILLS
• Thinking
• Reading
• Writing
• Mathematical operations
• Listening
• Speaking
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BASIC KNOWLEDGE SKILLS (CONTINUED)
• Thinking skills• Creative thinking
• Decision making
• Problem solving
• Knowing how to learn
• Reasoning
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DEVELOPING PERSONAL QUALITIES
• Be responsible• Accepting assigned duties
• Be dependable• Having consistent and reliable behavior
• Be a self-starter• Taking the initiative to begin a task
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DEVELOPING PERSONAL QUALITIES (CONTINUED)
• Developing a positive self-esteem• What is self-esteem?
• The value you place on yourself as a person
• The opinion you believe others hold of you
• Your strengths and weaknesses
• Your social status and how you relate to others
• Your independence and ability to be independent
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• What is low self-esteem?• Viewing one or more of the previous items negatively
• What is high self-esteem?• The opposite of low self-esteem. It causes you to
• Have confidence
• Be sure of yourself
• Have a good attitude toward your ability to succeed
DEVELOPING PERSONAL QUALITIES (CONTINUED)
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DEVELOPING PERSONAL QUALITIES (CONTINUED)
• Ways to feel confident• Believe in yourself
• Do not expect to control the circumstances where you work
• Accept the business world is demanding/fast-paced
• Be patient, take time to distinguish between fact/fiction
• Accept criticism; in fact; welcome it
• Develop a sense of humor
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DEVELOPING PERSONAL QUALITIES (CONTINUED)
• Be sociable by demonstrating• Understanding
• Friendliness
• Adaptability
• Empathy
• Politeness
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DEVELOPING PERSONAL QUALITIES (CONTINUED)
• Exhibit self-management• Set personal goals
• Monitor your progress
• Assess yourself accurately
• Exhibit self-control
• Display integrity/honesty• Be sincere and trustworthy
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DEVELOPING PERSONAL QUALITIES (CONTINUED)
• Project a pleasant personality by• Always maintain composure
• Say “no” tactfully when you must
• Soothe feelings of an irate customer/coworker
• Be considerate and tolerant of someone who isn’t toward you
• Exhibit poise under extreme pressure
• Be patient and understand people with different personalities
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DEVELOPING PERSONAL QUALITIES (CONTINUED)
• Show your human side by• Have a friendly smile and cheerful “good morning”
• Have a sincere, optimistic approach to life
• Take the initiative to speak first
• Call others by name
• Get acquainted with coworkers
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DEVELOPING PERSONAL QUALITIES (CONTINUED)
• Project a professional image by• Being an educated and skilled employee
• Being a team player who contributes valuable ideas
• Being a polished individual by dressing professionally
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DEVELOPING INTERPERSONAL SKILLS
• Be a team player
• What is teamwork?• Collaboration with another employee(s)
assigned a task which the team must cooperatively work together to arrive at a solution or recommendation
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• What is your role as a team player?• Take full responsibility for your part of the workload• Study your team assignment and ask for help when
needed• Give helpful criticism when necessary but do so
diplomatically• Share the praise or rewards even though you are the
most deserving• Strive for excellence; be enthusiastic• Make others feel important• Be courteous and show respect but be yourself• Let your personality sparkle enough so others want to
work with you
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Factors that influence team dynamics• Personality styles
• Office layout
• Team roles
• Tools and technology
• Process, methodologies, procedures
• Establish team rules
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Recognize individual differences• Be laid back/reassuring to those who worry and are
tense• Show friendliness and warmth to extraverts• Tolerate moments of silence and emphasize things,
ideas, and data to introverts• Appeal to the intellect by discussing topics of
substance with those who are experienced, willing to share, and approach problems with creativity
• Blamers—never solve their own problems
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Learn to work with difficult people• The bully—uses intimidation to gain control• Gossip—goes from person to person spreading
negative rumors• Know-it-all—believes he or she is the expert• Backstabber—wants to discuss problems you are
involved in then talks to others about the problem and you
• Blamer—never solves their own problems; believes someone else caused them
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Understand conflict resolution• Agree to come together voluntarily and
privately
• Agree to work cooperatively
• Agree to keep what is said confidential
• Agree on ground rules
• Agree to listen to other person
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Gather information about key issues
• State your position while other listens
• Restate other person’s position as you believe it to be
• Agree to what he or she can do to solve the problem
• Draw up an agreement providing each a copy
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Teach others• Be patient
• Recognize some learn by doing; others by hearing
• Teach in short segments
• Always review before you begin a session
• Always summarize when you end a session
• Don’t view others’ learning as a threat to your job
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Offer exceptional customer service• Smile and be friendly
• Offer to help before being asked
• If you can’t help, locate someone who can
• If the person is upset, let him or her vent frustration, then show empathy and understanding
• Go the extra mile
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Exercise Leadership• Communicate clearly and effectively your position on
certain matters, persuading or convincing others, and responsibly challenging existing procedures and policies when necessary
• Realize leaders are made not born
• Understand leaders develop through a never-ending process of self-study, education, training, and experience
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Negotiate effectively• Plan before you begin
• Recognize others often ask for more than they expect
• Practice negotiating skills at every opportunity
• Be ready to compromise
• Display excellent people skills
• Be a good listener
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Embrace constructive criticism• To give constructive criticism
• Be genuine
• Always give criticism in private
• Don’t sound threatening
• Focus on the problem, not the person
• To receive constructive criticism• Welcome the criticism
• Listen carefully
• Focus on the problem, not the person
• Understand the relationship between you and the person giving the criticism may be improved
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Respect Diversity• What is diversity?
• Refers to the variety of experiences and perspectives
that arise from differences such as: Race Culture Religion Mental or physical abilities Heritage
AgeGenderSexual orientationOther characteristics
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Keep these thoughts about diversity in mind• Workforce is becoming more diverse
• Employers consider diversity good business
• State and federal law ensures no employee suffers discrimination
• Diversity is not just cultural but encompasses less-visible differences such as religion and sexual orientation
• Sensitivity to others is essential
• People have more similarities than differences
• Respect, tolerance, and goodwill are the keystones to enjoying the rich diversity of our world
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Keep confidential information confidential• Refrain from repeating your manager’s opinions
• Keep all upcoming announcements confidential
• Be careful not to give away information to your friends
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Cope with change• Technology is being continually updated
• Competition is increased because the world is a global marketplace
• Businesses are restructuring—making changes within and without to meet competition
• Increased government involvement affects business activities
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Cope with Stress• Happens because of physical and
psychological response or reaction to events, people, and environment
• How to cope• Wellness programs
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DEVELOPING INTERPERSONAL SKILLS (CONTINUED)
• Display Good Manners• Is a desirable social skill
• Makes a good impression
• Follow guidelines
• How to treat a guest
• What are general rules for table settings
• How to eat properly
• What to do when you finish eating
• What are general rules showing good manners
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DISPLAYING ETHICAL BEHAVIOR
• What is ethical behavior?
• Behavior conforms to accepted professional standards of conduct
• What is right, or more right, in a given situation
• Your values and how you behave in ways that display ethical values
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INTERNATIONAL HUMAN RELATIONS
• Ask yourself these questions about international employment:
• What general traits are expected of an overseas worker?
• What type of adaptation and coping skills do I possess?
• What intercultural communication skills must I possess?
• What traits and skills do I possess to be effective in an office?
• What skills will enable me to understand and appreciate different social and political cultures?