changes projected in the workplace connecting education and careers dr. pattie odgers northern...

Changes Projected

in the Workplace

Connecting Education and CareersConnecting Education and Careers

Dr. Pattie OdgersDr. Pattie OdgersNorthern Arizona UniversityNorthern Arizona UniversityAuthor, Cengage South-Western Author, Cengage South-Western PublishingPublishing

Employee Development Day – NAUEmployee Development Day – NAUMay 14, 2009May 14, 2009

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Pattie OdgersNAU Development Day

2009Today’s Today’s Goals:Goals:

1. 1. Describe What Won’t Change in the WorkplaceThe Same Critical

Skill Set (3)An Exemplary

Customer Service Focus

2. 2. Education’s Challenge: “Prepare Students for a ‘Different’ Workplace that…”:

Needs Workers who are “Team-

Oriented”; Yet …Who Can “Stand-Alone”

Continually Incorporates & Uses Emerging

Technology Tools

Requires Workers Who

Easily Learn New Skill Sets and

Readily Adapt to New Roles

The Challenge: Training Students to Work in “Multiple, New and Emerging Workplace

Environments”

“Things are changing so fast that even the future isn’t what it used to be.”

Dorothy (The Wizard of Oz)Dorothy (The Wizard of Oz)


2009

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Employer’s Expectations – “Current Skill Set” Still Critical

See the “Big PictureBig Picture”

Apply Concepts to Real-World Problems

A GoogleA Google Search gave me in excess of 2.1 Million hits!

Most important ones?....

CompetencyCompetency using “Computer, Software and Digital Devices”

aka “Tools of the Trade”“Tools of the Trade”


2009

DefinedDefined: : Customer Service IsCustomer Service Is……

… The processprocess of satisfying the

customer relative to a product

or service, inin whatever waywhatever way

the customer defines his or her need;

… And then having that service

delivered with efficiencyefficiency,

understandingunderstanding, and

compassioncompassion.

Active Listening Defined: Two-way communication and involves whole

mind and body, energy, and self-discipline

Three Levels of Listening**:

1. Is involved in total message

2. Listens to words mostly

3. Is not focused on message

**The World of Customer Service, 2nd ed., Odgers – pg. 131

Attitude and PersonalApproach with Customers

• AA Customer-OrientedCustomer-Oriented AttitudeAttitude ▫ ““Whatever it takes…”Whatever it takes…”

• Customer’s Attitude Can BeCustomer’s Attitude Can Be▫ Comfortable, Indecisive, Insistent, or IrateComfortable, Indecisive, Insistent, or Irate

• Manners Critical BecauseManners Critical Because▫ It influences the overall impression customers It influences the overall impression customers

have of an organization and the customer have of an organization and the customer

service it providesservice it provides

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The New WorkplaceThe New WorkplaceOffice/Workplace of the Office/Workplace of the Future: Future: 20202020™ by OfficeTeam™ by OfficeTeam

•Follow-up survey to Office of the Future 2005 (released 1999)

•Surveyed workers and executives at the nation’s 1,000 largest companies

•Research findings and additional info at www.officeofthefuture2020.comwww.officeofthefuture2020.com

Finding In 1999 Survey:

“Working professionals will

use multifunctional, wireless technology to conduct business

from various locales….”

Pattie OdgersNAU Development Day 2009

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EmotionalEmotionalIntelligenceIntelligenceWill GrowWill Grow

In ProminenceIn Prominence

EmotionalEmotionalIntelligenceIntelligenceWill GrowWill Grow

In ProminenceIn Prominence

EmployeesEmployeesMore ConnectedMore Connected

Even WhenEven WhenOn VacationOn Vacation

EmployeesEmployeesMore ConnectedMore Connected

Even WhenEven WhenOn VacationOn Vacation More WorkersMore Workers

WillWillTelecommuteTelecommute

to Workto Work

More WorkersMore WorkersWillWill

TelecommuteTelecommuteto Workto Work

WirelessWirelessConnectivityConnectivityWill EnhanceWill EnhanceCollaborationCollaboration

WirelessWirelessConnectivityConnectivityWill EnhanceWill EnhanceCollaborationCollaboration

InstantInstant““Plug and Play”Plug and Play”

OfficesOffices

InstantInstant““Plug and Play”Plug and Play”

OfficesOffices

EmergingEmergingTechnologiesTechnologiesEmergingEmerging

TechnologiesTechnologies

Projected:Projected:

The OfficeThe Office20202020

Projected:Projected:

The OfficeThe Office20202020

Key Findings (1 of 2)

1. Emerging Technologies▫ Geographic location will matter less as businesses

shift human and material resources around the globe in response to market opportunities

2. Instant Plug and Play Offices▫ Can be established wherever needed—offices fully

wired and readily adaptable to needs of business tenants

3. Portable wireless tools to communicate from any location

▫ Investment in technology will be offset by substantial savings on traditional overhead expenses, such as leases and facilities maintenance

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Key Findings (2 of 2)4. More Workers will Telecommute

▫ 87% of executives polled predicted there will be increased telecommuting in the coming decade

5. Employees more Connected than in the Past▫ 42% surveyed said they believe employees will be

working more hours by 2020 and 86% said they expected to stay more connected with the office while on vacation

6. Emotional Intelligence will grow in Importance

▫ Refers to those skills that enable people a) to interact well with those around them, b) respond to others’ needs and priorities, and c) adapt to a rapidly changing business environment


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Specific Findings…. Specific Findings…. From Office of the Future: 2020™

1. Top Technology Tools2. “Connected” Workplace Environment3. Key Skills in 2020: ACTION4. Example: New Administrative Roles

“Specialists”


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Office of the Future: 2020™

Top Technology ToolsTop Technology Tools•Self-Healing Software

▫Computers will configure, diagnose, and repair problems before the user detects them

•Miniature Wireless Communication Tools▫One device that does it “all” to:

participate in VCs, e-mail, return calls, upload/download files, distribute reports, etc.

The “Connected” WorkplaceThe “Connected” Workplace”Nearly four-in-ten (39 percent) of employers say they are now offering increased telecommuting and flexible work schedules to help employees reduce their commuting costs.”… The Career Builder.com, February 2009

Examples of Common Arrangements:Examples of Common Arrangements:1.1. TelecommutersTelecommuters - “have fixed offices but

occasionally work at home”2.2. Hotel-Based Workers Hotel-Based Workers - “housed elsewhere but

need temporary cubicle to work at company site”3.3. Web CommutersWeb Commuters - The concept constitutes

a seismic shift in working habits: If workers don’t have to travel to meetings or be in the office to get work done, then why should they have to?


Web Web Commuting….Commuting….What workers need to web commute:What workers need to web commute:1. A mobile phone and/or universal number so

people can reach you anywhere.2. Broadband internet access.3. A laptop with VPN or other network access,

or4. Another way to take your office with you

wherever you go, such as GoToMyPC. Use it to access and work on your PC from any Internet connection as if you were sitting in front of it.

5. GoToMeeting or other easy tool for online meetings and collaboration — meet, sell, train, support without having to show up in person.


Pattie OdgersWBITE– Scottsdale, AZ

May 2008

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ANALYSISANALYSISANALYSISANALYSIS

COLLABORATIONCOLLABORATIONCOLLABORATIONCOLLABORATION

TECHNICALTECHNICALAPTITUDEAPTITUDE

TECHNICALTECHNICALAPTITUDEAPTITUDE

INTUITIONINTUITIONINTUITIONINTUITION

ONGOINGONGOINGEDUCATIONEDUCATIONONGOINGONGOING

EDUCATIONEDUCATION

NEGOTIATIONNEGOTIATIONNEGOTIATIONNEGOTIATION

KEY KEY SKILLSKILLSS


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Administrative Roles –

“SpecialistsSpecialists”

“Traditional” Roles”

•Administrative AssistantAdministrative Assistant

•Administrative ManagerAdministrative Manager

•Office Manager Office Manager

““GeneralistGeneralist””

FOR EXAMPLE….

ResourceResourceCoordinatorCoordinator

WorkflowWorkflowControllerController

KnowledgeKnowledgeManagerManager

TelecommutingTelecommutingLiaisonLiaison

Virtual-Virtual-MeetingsMeetingsOrganizerOrganizer


2009

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2020 Job Titles Explained….(1 of 2)


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2020 Job Titles Explained….(2 of 2)


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2009

……stay calm, cool, and collected on top;stay calm, cool, and collected on top;paddle like heck underneath!paddle like heck underneath!

TheUltimateSecret

To Success

TheUltimateSecret

To Success

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Pattie Odgers, Ed.D.Pattie Odgers, Ed.D.Northern Arizona University

College of EducationFlagstaff, Arizona

[email protected](928) 523-4922

changes projected in the workplace connecting education and careers dr. pattie odgers northern...

Documents

world of customer service

customer relative

new workplaceofficeworkplace

new rolesdr

emerging technology

new skill sets

surveyed workers

future isnt