What Your Employer Expects

Unit 4South-Western Quick Skills Series

My Boss and I Agree Survey

1. All I have to do is listen to my boss and do what I’m told to get a great performance review. Agree Disagree

2. Some jobs are beneath me. I won’t learn anything if I spend all my time doing them. Agree Disagree

3. I don’t work directly with customers or clients, so it doesn’t matter how I dress for work. Agree Disagree

4. My boss will teach me everything I need to know on the job, so I should just wait around. Agree Disagree

5. My coworkers should understand my occasional bad moods and give me space. Agree Disagree

6. Doing what I was hired to do is good enough. Agree Disagree

7. I deserve some perks for all of my hard work, so it’s okay to take a few supplies home. Agree Disagree

8. I work hard while I’m here, so no one will mind if I tend to be a few minutes late for work. Agree Disagree

9. As long as I stay late and get my work done, my supervisor shouldn’t care if I take time with personal phone calls.

Agree Disagree

10. Being a perfectionist is the most important thing at work, so I shouldn’t worry about deadlines. Agree Disagree

11. I shouldn’t have to take responsibility for my actions at work. That’s what supervisors are for. Agree Disagree

12. Preventing misunderstandings is easy. You just have to speak clearly and logically. Agree Disagree

13. Because new employees bring a fresh perspective, they should point out from Day 1 how systems can be improved.

Agree Disagree

14. Team waste time, so working independently is more productive. Agree Disagree

Starting Out Strong

Hit the road runningNo job is too smallTake time to grow and learnDemonstrate competence– Read instructions carefully and

follow them– Keep the highest standards for

written work– Double check all math

computations

Work hard, fast, and smartTake initiative– Look for work once yours is

finished– Take cues from customers and

coworkers– Be efficient with your time and

tasks– Volunteer– Think creatively– Be willing to take calculated

risks“Starting at the bottom builds character. It makes you hungry and determined. It’s also a very good way to find out,

stunning as it may be, that you’re not as smart as you think you are. And it’s the best way to learn.”

-Maria Shriver

ProfessionalismView the job as an exciting opportunityConsistently work hardLearn and practice required skills outside of workShow commitment to your job and companyComplete work accurately, on time, and with a positive attitudeShow willingness to learn new ways of doing thingsStay busy doing work of value to the companyTake the initiative. Don’t wait to be told what to doDevelop a good relationship with your supervisor and coworkersDress and act professionally

Characteristics Employers Value

1. Ability to work in a team2. Able to make decisions and

solve problems3. Ability to plan, organize and

prioritize work4. Ability to communicate verbally

with people inside and outside an

5. Ability to obtain and process information

6. Ability to analyze quantitative data

7. Technical knowledge related to the job

8. Proficiency with computer software programs

9. Ability to create and/or edit written reports

10. Ability to sell and influence others

Research reported by http://www.forbes.com/sites/susanadams/2013/10/11/the-10-skills-employers-

most-want-in-20-something-employees/

Take Time To Learn Your Responsibilities

What are my specific job responsibilities?What tasks do you consider most important?How does my job fit into the work of the department? The company?What are your expectations for me in this job? What short-term and long-term goals would you like me to achieve?How should I report my progress to you? How often?What time should I arrive for work? When is quitting time? When is lunch?

Am I expected to work evenings or weekends?What tasks will I perform by myself? As a team? How much supervision and direction will I be given? Who is my supervisor?How much authority do I have?What’s the procedure for obtaining supplies, and where are they kept?What specific office policies should I know?When and how will my performance be evaluated?Is there an employee handbook available?

Take Time To Learn About Your Company

Read the annual report from cover to coverRead the employee manual and any other lists of policies and proceduresLearn everything you can about your company’s products, services, and valuesRead press releases about the company. It’s a great way to learn your company’s valuesStudy an organization chart. Learn how your position fits into the scheme of things. Read your company’s mission statement. What is the company’s vision? Where does the company want to be at the end of this year? In ten years?Learn who your company’s main competitors are and whether they compete based on price, services, or other factorsObserve employees your supervisor admires. Who gets things done? Strive to emulate those peopleAsk questions. Keep your eyes and ears open.

“ You can see a lot by observing.” – Yogi Berra

Take Time To Learn Your Company’s Culture

The set of behaviors and unspoken rules that define how things get done. (company’s personality)– How formal or informal is the supervisor/employee

relationship– Chain of command– Is helping others encouraged or discouraged– Are suggestions well received

How to Interact with Your Boss

Do– Learn what your boss

expects and do it well– Use their preferred form

of communication– Respect your boss’s time– Give your boss finished

work– Respect your boss’s

authority and decisions

Don’t– Disturb your boss with

problems you can resolve– Complain to your boss about

your coworkers– Bring your personal

problems to work– Make your boss guess what

you want– Give insincere compliments– Take criticism personally

Dress to Impress

Do– Dress up to the degree

your supervisor does– Understand the dress

code– See yourself as a client or

company president would– Have spare accessories

in case of emergency (hosiery, tie, suit jacket)

Don’t– Slum out on “casual”

days– Use coworkers to set

your standard– Assume you won’t be

seen

Act Professional

Do– Be dependable and

trustworthy– Treat others with respect– Listen without interrupting– Be energetic and

enthusiastic– Be honest– Make sound, mature

decisions– Speak clearly and use

good grammar

Don’t– Misuse your company’s

time or resources– Swear– Gossip– Spread rumors– Get caught up in power

plays– Criticize your boss or

company– Do anything that violates

your personal values

Acting Unethically

Reasons employees act unethicallyPressure to increase productivity or salesFeeling overworked or stressedTo make themselves look better than they areTo make the company look better than it isBad habits or low values

Workplace Theft

Charging the company for a 40 hour work week even though you were late a few timesPersonal calls on company timeLong distance personal calls on company phoneMisusing sick daysRunning errands on company timePlaying computer games or checking personal email at work

Attitude is Everything

Show an eagerness to learnSmile easilyOpenness to new ideasWillingness to changeTake conflict in strideThink “I can”, “I will”See obstacles as opportunities

“You can’t be a smart cookie if

you have a crummy

attitude” – Lennart

Hagegard

The Glass is Half Full

a. I’ve never done that before. I’m not sure I can. _____ 1. I’m sorry I missed the deadline. Next time, I’ll start collecting the data much earlier.

b. Marsh’s an awful manager. I could do a better job. _____2. This project sure is taking a long time. But we’re collecting valuable data that can really improve operations.

c. The people in Shipping don’t know what they’re doing. _____3. Sure, I’ll give it a try. I’m always up for trying something new.

d. He has some nerve to tell me how to do this. I’m the expert. _____4. There’s always room for improvement. I’d better listen carefully.

e. It’s not my fault! If Sancha had gotten me the information on time, I’d have made the deadline.

_____5. I hadn’t thought of it that way before. Can you tell me more?

f. Not now! Can’t you see how busy I am? _____6. I wonder why Shipping does it that way. I’ll have to ask.

g. This project is taking forever. What a waste of time. _____7. Sure, I’ll give a hand. You seem swamped.

h. You’re wrong. You don’t know what you’re talking about. _____8. I’m really busy right now. Can we talk about this tomorrow?

Why should I help? It’s not part of my job description. _____9. I respect Marsha for getting to management level. She’s very talented.

Playground Rules at Work

Share everythingPlay fairDon’t hit peoplePut things back where you found themClean up your own messDon’t take things that don’t belong to youSay you’re sorry when you hurt someone

Build a Bond with Your CoworkersTake time to listenShow respectCommunicate clearlyBe positive, don’t whine and complainAccept constructive criticismDon’t criticize the person only the behaviorAvoid judgingRemember your way is not the ONLY wayGo out of your way to get to know them personallyPraise and compliment your colleaguesPitch in and help even when it is not asked forResolve conflict immediately

The Effects of Conflict

Energy is diverted from important organizational goalsTasks that need cooperation get done poorlyIncreased tension in the officeThe loser carries resentmentOthers are sucked in to the messThose involved could be fired or put on warningClients and customers will lose confidence in the company

Managers in major U.S. corporations spend more than four weeks a year handling problems caused by employees who can’t get along according to an Accountemps

survey

Be OrganizedSet up a filing system for your area that is efficient for youOrganize your work area, know what you have and where it isAvoid information overload– Look at every piece of paper one at a time– If you can quickly perform the task do it immediately– If the task needs allotted time, put it immediately on your schedule– Write things down on a to-do list, calendar, note pad– Use a “tickler file” to keep reminders of things you need to do

Use Time ProductivelyArrive at work and meetings punctuallyKeep an active planner with scheduled times in itSchedule to your personality (morning people vs. afternoon people)Avoid Time Wasters– Close your door– Move chairs away from your desk– Schedule interruptions rather than dealing with them

immediately– Learn to say “No”

Prioritizing for ProductivityBoshra works at Wayne’s Nursery, a plant and garden center in rural Tennessee. Here’s what he’s written on his To-Do list for Wednesday, May 2. Indicate the order in which you think he should do his work by writing a 1 by the most important task, a 2 by the next most important task, and so on.

_____ Water plants in greenhouses

_____ Begin to develop plans for display at next year’s Spring Garden Show

_____ Put together Mrs. Goodwin’s order for 10 a.m. pick up

_____ Sweep workroom

_____ Weed flowerbeds. Wayne has been complaining about how they look

_____ Count number of tomato plants in green house. Wayne needs figure before placing this afternoon’s order

_____ Develop customer satisfaction questionnaire. Must be completed by mid-summer

_____ Place Nursery ad in paper; deadline is 3 p.m. Friday

_____ Add supports to strengthen hanging-plant display

_____ Fix Nursery sign – fell down in last night’s windstorm

Embrace Responsibility

Be on time and give your best effortBe accurate and meet deadlinesDo what you say you will do when you say you will do itAct decisively and professionallyComplete your tasks

Report progress to your supervisorTell the truthPerform quality workAsk questions when you don’t understandGet along with coworkersDemonstrate loyalty to the company

Corporate Responsibility

Serving the customer wellProviding superior-quality products and servicesOffering fair and reasonable pricesSupporting the growth and development of employeesEarning high returns for shareholdersConducting business ethicallyProtecting the environment

“I haven’t failed-I’ve learned 10,000 ways that don’t work!” –

Thomas Edison

Being Accountable When Mistakes Happen

Do– Take responsibility– Tell your boss what

happened– Apologize,and explain what

you think you should do to fix the mistake

– Take corrective action– Evaluate why the mistake

happened and implement a system to avoid its happening again

– Let it go and move on

Don’t– Blame others, even if

they played a part– Get defensive– Deny your responsibility– Make excuses

Overcoming Procrastination

Question yourself about why you aren’t getting startedDefine your goal and the steps you need to take to reach the goalSet prioritiesGet started on the first taskReward yourself for your accomplishments

“Mañana is often the busiest day of the week.” – Spanish Proverb

Handling Criticism1. Take a few deep breaths2. Make eye contact, let the person know you are receptive

and not defensive3. Listen carefully and openly4. Remember the comments are about your performance not

you as a person5. Analyze what is being said and decide if all the facts and

the person’s motivation are correct6. Decide what to do (accept it and make changes or explain

the error of facts)7. Be honest with yourself about the criticism, there is usually

at least some truth in it

The Dangers of Miscommunication

One day, a man knocked at the door of a home in a wealthy neighborhood and asked if there was any work he could do to earn money. He said he was good at painting, carpentry, and yard work.

The woman who answered the door replied, “ My husband bought some green paint for the porch out back but hasn’t had time to get to the job. It would be great if you could paint the porch before he gets home.”

The man agreed, and a few hours later he knocked at the door. “I’m finished,” he said, “but there’s something you really should know. That’s not a Porsche, it’s a Mercedes.”

Why Miscommunication Occurs

Jumping to conclusionsNot listeningRejecting other’s viewpointsInterruptingTuning outIntimidating othersStifling differences

Speaking down to othersReacting defensivelyBeing close-mindedBeing judgmentalReacting emotionallyMaking assumptionsArguingProjecting your views onto others

Rules of Communication

Do– Concentrate– Resist distractions– Check for understanding– Affirm the speaker’s

feelings– Listen more than you talk– Take notes if necessary– Stay open-minded

Don’t– Interrupt or try to upstage– Finish the speaker’s

sentence– Anticipate what is coming

next and stop listening– Daydream– React strongly before

you’ve had a chance to process the information

– Jump to conclusions“Where ever you are…be there.” - Unknown

Check Your Listening Skills

1. I get impatient and sometimes tune out when others ramble during conversations. Yes No

2. When I have something important on my mind, I tend to keep thinking about it even when other are talking to me.

Yes No

3. I’m guilty of sometimes attempting to finish other people’s sentences for them. Yes No

4. If a conversation makes me think of something interesting, it’s hard for me to not blurt it out before the other person haws finished speaking.

Yes No

5. With certain people I know very well, I feel as if I know what they are going to say before they say it, so I sometimes stop listening.

Yes No

6. When people with very different views from mine start to talk about a topic on which we disagree, I find myself getting defensive as soon as they start to talk.

Yes No

7. Maintaining eye contact is difficult for me. I’m easily distracted. Yes No

8. Sometimes I pay more attention to the way people talk or look than to what they are saying. Yes No

9. I would have to say that I’m more interested in making my point than understanding the other person’s.

Yes No

10. I tend to let my feelings about a person interfere with my effort to understand what he or she has to say.

Yes No

How to Listen

1. Face the person speaking, make eye contact and smile

2. Give your undivided attention, nod or lean toward the person

3. Listen to what is said verbally and nonverbally4. Remove judgment and bias from your mind5. Don’t interrupt6. Pause before you reply

Keys to Making a Conversation Work

Plan what you want to sayState the purpose of your communicationConsider your audienceCommunicate clearly and directlyDon’t preach, ramble, or talk down to the listener

Don’t be vagueDon’t overcomplicate informationAsk open ended questions for clarificationAsk for input from the listenerCheck for understandingRemain open-minded

Tips for Writing Clearly

1. Make it concise and to the point2. Avoid long words, acronyms, and lingo3. Stick to your purpose4. Use short paragraphs with headings and subheadings5. Write clear introductions to set up the body6. Write a clear conclusion summarizing your point7. Vary sentence length to hold reader’s attention8. Use language appropriate for the audience9. Proofread10. Use a professional format

Teamwork

Geese fly in a “V” formation because in that shape, their wings create an uplift for the birds in the back. Together the flock gains approximately 70 percent greater flying range than if the birds flew alone.

Are You a Team Player?

To get an idea about how well you will function in a team, rate yourself for each of these statements. Circle 1 if the statement is never true for you, 2 if it is sometimes true for you, 3 if it is often true for you, and 4 if it is always true.

1. When others disagree with me, I ask them about their reasoning. 1 2 3 4

2. I make the effort to understand and communicate clearly with people who are different from me.

1 2 3 4

3. I enjoy solving problems with others in a group. 1 2 3 4

4. I feel comfortable asking for help when I run into a problem. 1 2 3 4

5. I enjoy hearing diverse viewpoints, and I encourage others to express their thoughts.

1 2 3 4

6. I believe that issues should be brought out in the open so they can be dealt with. 1 2 3 4

7. You can count on me to do things when I say I will. 1 2 3 4

8. When others do something well, I compliment them for their accomplishments. 1 2 3 4

9. I think a team is only as strong as its weakest member. 1 2 3 4

10. I think it’s important to set specific goals at the beginning of a task. 1 2 3 4

Benefits of Working as a Team

Faster problem solvingMore creative, innovative, and effective solutions and recommendationsDecreased employee turnoverStronger employee relationshipsGreater learning opportunitiesIncreased networking opportunities

Types of Teams

Self-directed Team– Manage themselves and daily work– Authority to make decisions about deadlines– Held accountable for outcome

Empowered Team– Specific purpose or problem to solve

Cross-functional Team– Comprised of members of different departments to handle problems

that occur across departmental lines

It’s Your Call

a. Accounting department representative

b. Assembly line workersc. Copy writerd. Customer service representativee. Contractor

f. Design engineerg. Designerh. Employee representativei. Human resources/personnel representativej. Marketing department representative

k. Mechanicl. Member of managementm. Sales department representativen. Web designero. Other (specify person or role)

_________________________1. You own a grocery store that needs repair and a facelift. Whom would you include on your team to decide how to remodel the store?

_________________________2. Your company does not have a written dress code but needs one. Employees have been arriving for work in shorts and other clothing management considers inappropriate. Whom would you include on a team to develop the new dress code?

_________________________3. As a customer service representative, you’ve been asked to form a team to develop a customer satisfaction questionnaire. Whom would you ask to help?

_________________________4. Motorcycles coming off your assembly line have too many defects. You’ve been instructed to form a team to find and eliminate the problems. Whom would you include on your team?

_________________________5. You’ve been asked to head the team given the task of creating a web site for your retail clothing store. Who would you include on your team?

_________________________6. You work for a major automobile manufacturer. You’ve been asked to form a team to research, design, and build a prototype of a completely recyclable car. Whom would you include on your team?

What Makes a Successful Team?

CooperationOpen CommunicationCommitmentConflict Management

Understanding the team’s goalsDefined roles within the teamRespectWillingness to share information and listen to othersMutual contributionAcceptance of responsibilityRecognition of work well done

5 Steps to Dealing with Conflict

1. Admit the disagreement2. Listen effectively to the different points of view3. Look for common points of understanding4. Find a solution everyone can live with5. Put the disagreement behind you

If you start feeling angry…

1. Accept responsibility for your anger2. Determine exactly what you are angry about3. Decide the best time to talk about the problem4. Describe the problem as you see it5. Propose a solution that would be acceptable to

you and potentially acceptable to the other person

6. Learn fro the situation

The Customer

Remember without the customer there would be no paychecksYou are always having a great day when they askThey are never a bother or taking you away from “more important work”It costs more to replace a customer than to keep one