chapter 2 developing professional skills. office procedures for the 21 st century, 8e burton and...

Chapter 2Developing Professional Skills

Office Procedures for the 21st Century, 8eBurton and Shelton

© 2011 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights

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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




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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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Be sociable by demonstrating Understanding Friendliness Adaptability Empathy Politeness



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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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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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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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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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Factors that influence team dynamics Personality styles Office layout Team roles Tools and technology Process, methodologies, procedures

Establish team rules



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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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?

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