Self-Esteem/Attitude

Demonstrate a Positive Attitude

We should never underestimate the power of the proper attitude. Our attitude determines how successful we will be as students and as employees and how well we get along with our classmates and co-workers.

We often fail to remember that our attitude determines our altitude and that we determine our own fate by controlling our attitudes. Our attitudes become self-fulfilling prophecies. If we have a good attitude about something, we typically have good results. If, on the other hand, we have a negative attitude or feel that
something will turn out bad, it usually does.

We should start to improve our attitude toward ourselves by doing our best at everything we do. Doing our best results in pride, and pride creates self confidence. Doing our best also catches the eye of our instructor or our supervisor. Typically, we will be rewarded for being the best that we can be.  Rewards also lead to increased pride and self-confidence. It is easy to see how the domino effect of a positive attitude can lead to the reaching of our full potential, and the maximizing of our learning or working experience.

The flip side of this parable is also true. A negative attitude, or even one of indifference, will cause us not to feel so good about ourselves. Others will notice our attitude and comment on it. When our flaws are pointed out to us, it is often like pouring fuel on a fire. Our attitudes are bound to get worse and our chances
for success will diminish.

A negative attitude is often compared to the flu, because it is highly contagious and because it can get much worse if left untreated. A bad attitude, being contagious, will "rub off" on others. Have you ever noticed that when you are around a group of complainers, you too begin to feel dissatisfied? However, this works both ways: if we have a negative attitude, the moods of our classmates or co-workers may be dampened. A bad attitude will not literally make us sick, as the flu can, but it can certainly weaken our chances to succeed.

A positive attitude has been compared to electricity because of its “shocking” importance and because it, too, is not always recognized or appreciated until it is absent. A positive attitude is not always verbally rewarded; However, there's no question that having a positive attitude will increase our chances of success.

Appear Self-confident

A proper degree of self-confidence is prerequisite to a successful and rewarding career. One must always be willing to learn new skills, and to take opportunities to grow, in order to develop and maintain self-confidence.

Those who lack in self-confidence are the ones in the class, or in the workforce, who are timid and shy. These people don’t feel that they are important and do not feel worthy to make a contribution. They doubt their value; therefore, they don't take opportunities to show what they can do. These people have a low self esteem.

Those who have too much self-confidence appear conceited. These are the ones who have an inflated sense of their self-worth. They tend to believe that they are the smartest, the best looking, and the overall most able in the group. They feel that their opinion or answer is always the correct one and that everyone looks up to them and respects them. They don't really grow because they are busy "coasting" on their perceived "importance."

The people who are fortunate enough to possess and display the proper degree of self-confidence are the ones that realize that they are no better or no worse than their peers are. These people are poised and confident. They hold their head up in a crowd. They earn respect from their peers and leaders by their wise
decisions and helpfulness.

Have Realistic Expectations of Self

We all have our own set of limitations and our different capabilities. Realizing what our limits are is an important part of becoming the best that we can be.

To be successful, we should set goals for ourselves. Our goals must be challenging, but obtainable, and they should be realistic and based on our individual set of limitations and capabilities.

If we expect too little of ourselves, we will become bored and will never achieve our full potential. If we expect too much of ourselves, we will never be quite able to reach our goals, and we will become frustrated.

Setting realistic goals, and working to achieve them, helps us to continually grow
and develop.

View this video presentation on Attitude.

Attitude Question

Provide an example of a time when your attitude had a negative outcome on
your job performance? How could you have responded differently?

Respect

Legal/Ethical Issues
Much has been written and reported about legal and ethical issues in the workplace over the past several years. Sexual harassment lawsuits have plagued the news ranging from military scandals, big company settlements, political resignations, and teacher/student accusations. Many have resulted in ruined careers, large cash settlements, devastated families, and dramatic changes in laws. Likewise, the unfair treatment of a person or group of people because of who they are or what they are has resulted in the same action. What was acceptable twenty years ago may not be acceptable today.


Our workforce has changed also. There has been an increase in the number of women and minorities working. More employees have technical training or a college education. A wider range of age groups is in the workforce, too. Because of this, we now have a distinct cultural/racial diversity among our working Americans. So that we all may live and work together in harmony, we must increase our  awareness and respect for the differences we each possess (or our cultural diversity). Educators and employers alike have shifted to a
standard of NON-offensive behavior in every situation – every time! No one is immune from being measured by this standard – no one.


Important Terms to Understand
Sexist - Refers to the attitude of a person toward others of the
opposite sex.  Example:  When a man thinks that women are too emotional.
Sex Discrimination - When employment decisions are based on an
employee’s sex, or when an employee is treated differently because of his or her sex. Example: Declining to hire a woman because she might have child care problems.
Sexual Harassment - Unwelcome behavior of a sexual nature. Example: A woman telling a man that he looks hot in a new pair of jeans.
Quid Pro Quo - Means “this for that.” When employment benefits
and/or working conditions are based on an employee’s acceptance or rejection of unwelcome sexual behavior. Example: A supervisor or manager says to an employee whom he or she supervises: “I will promote you and give you a raise if you have sex with me.”
Hostile Environment - When unwelcome sexual behavior, which is
offensive, hostile, and/or intimidating, adversely affects an employee’s (or group of employees’) ability to perform his or her job. Example: Continual use of profanity and obscenities. 


Unlawful sexual harassment is unwelcome conduct that does one of the following:
• Makes granting sexual favors a condition of employment
• Retaliates against a person who refuses to grant sexual favors
• Creates a hostile, offensive, threatening, or intimidating work environment that impacts the victim’s ability to perform his or her job


Unlawful harassment includes but is not limited to:
• Verbal harassment: epithets, derogatory comments, or slurs
• Physical harassment: assault, impeding or blocking movement, or any
physical interference with normal movement when directed at an individual 
• Visual forms of harassment: posters, cartoons, or drawings that are sexual in nature
• Requests for sexual favors: unwanted sexual advances that condition an employment benefit or working condition upon an exchange for sexual favors
 

The Equal Employment Opportunity Commission (EEOC) Sexual Harassment Guidelines state:
Unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature constitute sexual harassment when:
1) Submission to such conduct is made either explicitly or implicitly a term or condition of an individual’s employment,
2) Submission to or rejection of such conduct by an individual is used
as the basis for employment decisions affecting such individual, or
3) Such conduct has the purpose or effect of unreasonably interfering
with an individual’s work performance or creating an intimidating,
hostile, or offensive working environment. 29 CFR P 1604.11(a)(2)(1993)


Some examples of conduct that may be considered hostile environment
harassment include (but are not limited to):
PHYSICAL
• Giving a neck or shoulder massage
• Touching a person’s hair, clothing or body
• Hugging, kissing, or patting
• Standing close to or brushing up against a person
• Touching or rubbing oneself sexually around another person
• Unwanted deliberate touching, leaning over, cornering, or pinching


VERBAL
• Referring to an adult as a “girl,” “hunk,” “doll,” “babe,” or “honey”
• Whistling at someone; cat calls
• Making sexual comments about a person’s body, clothes, looks, anatomy, manner of walking, etc.
• Making sexual comments or innuendoes
• Turning work discussions to sexual topics
• Telling sexual jokes or stories face to face or online such as emails etc.
• Asking about sexual fantasies, preferences, or history
• Repeatedly asking out a person who is not interested
• Making kissing sounds, howling, smacking lips
• Telling lies or spreading rumors about a person’s sex life


NON-VERBAL
• Looking a person up or down
• Staring at someone
• Blocking a person’s path or standing close
• Following a person around
• Giving personal gifts
• Displaying sexually suggestive items (calendars, photographs, comics, food displays, sexual novelty items, etc.)
• Making sexual gestures with hands or through body movements
• Making facial expressions such as winking, throwing kisses, or licking lips


HARASSMENT INCLUDES (but is not limited to):
• Unsolicited/unwelcome written, oral, physical, or visual contact with sexual, racial, or other discriminatory overtones
• Continuing to express personal interest after being informed that such interest is unwelcome, e.g., asking for dates after initial request declined, etc.
• Engaging in explicit, implicit, or inferred coercive behavior which can be used to control, influence, or affect the career, salary, or work environment of another employee
• Making actual, implied, or inferred threats or reprisal after a negative response to actions or statements
• Offering employment advantages or benefits in exchange for sexual favors
• Making any statement or comment, written or oral, to or concerning another employee which can be considered to be sexist, demeaning, derogatory, or offensive


REMEMBER:
• Conduct that may not be offensive to one person may be offensive to
another.
• Even if harassment is not intended, your actions may be perceived that way.
• Respect cultural differences. What may be complimentary in one culture could be offensive in another. Recognize the diversity that exists in the classroom or workplace.


Georgia’s technical institutes do not tolerate harassing behavior. The school grievance procedure for reporting a sexual harassment complaint may be found in your student handbook or school catalog.  If you have any questions about this policy, please refer them to your instructor.



View this video presentation on Respect.

Using 100 to 150 words, explain why respect is so important in school, work, and daily 

activities. Please provide examples from this lesson.

Teamwork

Respect the Rights of Others


It is often easy for us as individuals to get caught up in our own problems and isolate ourselves from the rest of the world. Although this tendency seems to be virtually harmless (even if a bit selfish), it can actually be detrimental to our success as students or employers. 


Each person possesses his or her own set of beliefs and values. Many of these values are a direct result of the individual’s upbringing, while others have been tainted or colored by the individual’s experiences. Because no two people have the same upbringing and experiences, no two people will have an identical set of beliefs and values. This diversity creates conflict among classmates or coworkers. This is compounded in today’s environments due to the cultural diversity that makes up our classrooms and workplaces.


In order to maximize our learning/working experience, we must be aware of how we differ from our classmates and co-workers. However, being aware of these differences is not enough! We must take these variances into consideration when making a decision that will affect others. 


Once we get into the habit of taking others’ value systems into play, we actually begin to establish better relationships with others. Oftentimes, we are prejudiced against others without even realizing it; but by making a conscious effort to respect every person as a human being with valid values and beliefs, we begin to see the benefit of diversity and begin to learn from others. The synergy that results from a good working relationship with our classmates and co-workers is
well worth the initial sacrifice in time that it takes to begin the process of understanding and appreciating others. 


Be a Team Worker
Teamwork has become the buzzword in the last few years. You may have heard of it in the form of group presentations, study teams, quality circles, self-directed work teams, or many of the other guides used. Despite the different names used to express the idea, the concept is the same. We must all learn to function in teams and work together toward a common goal or to solve a common problem. The synergy that results from working together leads to a better solution than
any of the members could have developed alone. 

In the ideal organization, co-workers are more empowered than they were a decade ago. That is, each employee’s opinion is taken into consideration and they have more of an input about the direction of the company.  Employees today are not typically given instructions to follow without their having provided input into the process development. This new respect and responsibility is a great opportunity for the employees of today, but only if they posses the necessary team interaction skills!


To be a team player, an individual must possess a team spirit and a willingness to work with others. He or she must be tolerant of the ideas and viewpoints of others and assertive enough to offer his/her own opinions. Team members must be careful not to criticize their teammates. They must also be willing to share the spotlight or glory of success with their fellow team members.


The team will undoubtedly be comprised of individuals with different
personalities, beliefs, and levels of experience. Again, we must strive to work together and maximize our working or learning experience by respecting and learning from each other.


Be Cooperative
A cooperative attitude is always a must. Each person, including students and employees, is always judged on his/her willingness to cooperate with and get along with others. Cooperation often calls for the  compromising of certain values or ideas. Although the solution reached from such a compromise will not be your original solution, it will be the optimal solution because you have worked together to solve a problem.

Cooperation also involves a willingness to learn from others and to bend your beliefs. It also requires a willingness to work together.


Displaying a cooperative attitude encourages others to be cooperative. This creates a win/win situation and a positive environment for all people involved. In such an environment, employees are happier and more productive, and the outcomes reached are greater than they would have been with the absence of a cooperative spirit.
  
Be Assertive
Another desirable workplace behavior is assertiveness. Assertiveness is
speaking your mind or making your opinions known without being brash or pushy. Being assertive is speaking boldly and with self-confidence. One assertive person will promote candor in the classroom and/or work environment. This candor will encourage others to voice their opinions. The benefit of having each person’s input is invaluable. First of all, if each person feels that he/she has contributed to the solution, he/she will be more committed to its implementation. 
Second, the voicing of one’s opinion tends to stimulate development of opinion from others. 


Assertiveness can also lead to increased awareness and respect for an individual. Those employees who speak up for themselves and voice their opinions earn respect from their peers and their superiors. The old saying that the squeaky wheel gets the oil is a prime example of the benefit of assertiveness. After all, who is more likely to receive the outcome he/she desires —the person who is brave enough to express concern or to ask for particular treatment or the one who sits back and does not utter a word?


Displays a Customer Service Attitude
A customer service attitude is, without a doubt, the most important aspect of an individual’s attitude. This applies even to students in a typical classroom and to employees who have little or no direct contact with the external customer. Customer service is more than knowing that the customer is always right. Customer service is knowing who your customers are and how to treat them. Customers take the form of classmates, instructors, co-workers, supervisors, subordinates, and the traditional external customers. 


Customers can be anyone whom we serve or who may potentially benefit from the work that we do. Customers should be treated carefully and respectfully because if they do not feel that they have been treated so, they will no longer be our customers. Too many people provide the same service that we do for a customer to choose to remain dissatisfied for very long!


Seek Opportunities for Continuous Learning
The person who coined this phrase, “You can’t teach an old dog new tricks,” obviously did not have to function as a student or an employee in today’s competitive market. Today all “dogs” must constantly be on the lookout for learning new and improved ways for performing the “tricks” that they already know as well as learning as many new tricks as possible. 


We have to face the facts that lifelong learning is the key to retaining success over a long period of time. We cannot afford the luxury of being complacent in today’s rapidly changing world. Technology forces us to constantly re-learn how to perform a task. Those of us who realize the value of continuous learning and take advantage of the increasing opportunities for obtaining new skills or improving old ones are the ones who will remain successful for the long haul. Those who do not recognize the value of continuous self-improvement or fail to
seize opportunities to learn will be bypassed by those who do. Perhaps the old cliché, “Get on board the train or get out of its path”, says it best!


Demonstrate Mannerly Behavior 
Manners may seem old fashioned and not a requirement for today’s students  and employees, but nothing could be further from the truth. The display of manners is becoming more important each day. 


Manners are more than saying “Yes, Sir” and “No, Sir” to your elders. Manners are about treating others the way you would like to be treated—in other words, they are what "The Golden Rule" is all about. Displaying manners is about respecting the views and beliefs of others. 


Respect Confidentiality
Proprietary information must always be kept in the strictest of confidence. In the working environment, the degree of exposure to such information varies greatly among industries and also among positions within a company. There are not as many opportunities to test the respect of confidentiality in the classroom as there are in the typical job, but it is still very important. 


The leaking of confidential information can lead to severe problems on many levels. If the information is of a personal nature, such as the salary of one employee, morale could deteriorate and conflict among co-workers or classmates could arise. If the information is of a financial nature and is leaked to the wrong person (such as the price of an item if price varies by customer), it could lead to the dissatisfaction or loss of a customer. The loss of a customer may even lead to the downfall or bankruptcy of the company.


The examples given above are the obvious results of breach of confidentiality. Sometimes the infraction may appear to be harmless, but it may lead to the loss of a customer. It is best to always keep information that is of a private nature confidential. 


If we do become privy to such information, we often fail to keep it confidential because we like to feel important and we like for others to see us as someone who is “in the know.” What we don’t realize is that divulging private information does not make us appear informed, but rather as the person that nobody can trust and as the leader of the rumor mill.


View this video presentation on Teamwork.



What is the best advice you could give to someone who is a novice when it comes to working in teams?

Communication Work Ethic

Communication
Communication occurs when a sender expresses 

an emotion or a feeling, creates an idea, 

or senses the need to communicate. 

The communication process is triggered when the sender makes a conscious or an unconscious decision to share the message with another person—the receiver.  Every communicative act is based on something that conveys meaning, and that conveyance is the message. The message may be either verbal (spoken or written) or nonverbal (body language, physical appearance, or vocal tone). Messages may also come from the context—or place and time—of the communication. For instance, if you choose to make a critical comment to someone, the place and the time you choose to make that comment will make a big impact on how it will be received.  


Every message is sent and received through one of our five senses—it is seen, heard, touched, tasted, or smelled. The sensory media through which messages are sent and received are communication channels.  

• In a work setting, messages may be seen through body movement, letters, memos, newsletters, bulletin board notices, signs, emails, and so on. 
• Messages that are heard come through conversations, interviews, presentations, telephones, radios, and other audio media. Sight and sound are the two most frequent communication channels used in our society.

When the receiver gets the message (through seeing, hearing, feeling, touching, or smelling), he or she will usually give feedback (return message) unconsciously or consciously.  Thus, the communications process is on-going. The worst assumption a sender of a message can make is that the message will be received as intended. So many things can go wrong during the communications process that we should always assume that something will go wrong and take steps to prevent that occurrence. Barriers to good communications are always present. For instance, the language itself can be a barrier—unclear wording, slang, jargon, the tone. Another barrier is the failure of the sender to realize that his or her body language might contradict the spoken message. The channel used to convey the message might be wrong. For instance, you would not use the telephone to relay a lot of statistical information; you would need to write that message on paper. Poor listening skills can constitute a barrier also.


Nonverbal Communications
People telegraph their intentions and feelings, whether they are aware of it or not. They become unintentional senders. In other words, whatever goes on inside shows outside. The messages we convey to others go far beyond the words we speak. Probably over half of the meaning that others attach to our spoken message come not from the words of the messages themselves but from the tone of voice and from our body language. This nonverbal impact comes particularly from the face, eyes, body, clothing, gestures, and touch. We have to be careful not to assume that just because a person displays one nonverbal signal that we are interpreting that signal correctly. We must look at the whole cluster of signals to see if they support our reading of that person. For instance, a person who crosses his arms might be expressing defiance, but he might also just be feeling cold. We would need to check out his facial expressions and other nonverbal signs to determine the correct reading.  

Most of us depend on our reading of others’ facial expressions to judge how they feel about us or a particular situation. We depend on the face as the most trustworthy indicator of emotions such as happiness, surprise, fear, anger, joy, sadness, disgust, contempt, interest, concern, and embarrassment. We also look at the face for insight into a person’s character (for example, an “open, honest face,” a “strong chin,” or “beady eyes”). 

• A man who has a mustache, beard, or long hair might suggest conformity or nonconformity, depending on the time and the context. The grooming of hair says much about a person’s meticulousness. 
• Narrowed lips or jutted-out chin might mean a person is angry or defiant.  
• The eyes convey much meaning. Eye contact—or a lack of it—might tell us something about a person’s confidence, friendliness, honesty, or desire to dominate. The pupils themselves can signify interest or disinterest, among other things. Pupils dilate when a person is interested or excited; they grow smaller when a person is bored or uninterested. 
• The brow area and the narrowing of the eyes tell a receiver much also. Frowns, scowls, and raised eyebrows might indicate displeasure or intensity. Narrowed eyes can suggest anger, irritation, or doubt.
• The body is another rich source of nonverbal confirmation or denial of our verbal message. We draw conclusions about people before we ever exchange words based on their sex, posture, height, weight, and skin color. For instance, people often stereotype others by thinking that tall people make good leaders, overweight people are jolly, and women are too emotional. We notice how the senders of messages hold their bodies. We consider crossed arms to be a sign of defensiveness, defiance, or withdrawal. Hands on hips say that a person is goal oriented or ready and able to take something on. Leaning back in a chair with hands clasped behind the head can be interpreted as a sign of superiority, smugness, or authority. A slouched posture can be read to mean humiliation, defeat, or submission. Using our arms, bodies, and legs to block in others or things can be a sign of territorial feelings. Turning your shoulder or body slightly away from someone can be a sign of rejection of that person.

Our appearance can disclose several pieces of information about us. Someone who dresses immaculately is likely to be a careful person who attends to detail. Someone who prefers “old-fashioned” dress might be very conservative in his or her opinions and values. A person wearing excessive jewelry is possibly displaying signs of a materialistic nature. Our clothing during working hours can tell others what we do for a living. For instance, a blue-collar worker’s clothes are designed to help or protect him or her in doing the job. The white-collar worker usually wears more formal clothes considered appropriate for business but having little to do with protection.


Our most common form of social physical contact—the handshake—is often relied upon as a source of data about another person. The handshake is an indication of welcome, liking, acceptance, and greeting. Therefore, it is considered extremely rude not to accept an offered hand. The way you shake hands is another source of data about you. A bone-crushing grip can be seen as a desire to dominate and a limp grasp as a sign of insecurity or a negative outlook on life. A mechanical pumping up and down of another’s hand in a series of convulsive jerks suggests mental rigidity, strong will, and inflexibility. Other than the handshake, we have to be very careful with touching others in the workplace because of harassment issues.


People who are better readers of nonverbal messages tend to do the following things:   

• They look at the totality of cues rather than isolated ones (remember the crossed arms?).
• They take context (time and place) of the message into account.
• They attempt to compensate for their own biases and prejudices.  

Oral Communications

People who are successful communicators take full responsibility for success in the communication process. These people take responsibility for being certain that you understand what they are saying. They recognize that barriers to good communications exist so they speak in simple, grammatical, and understandable terms. They also give examples, ask for feedback, put what they said previously in different words, and make it easy for you to gain the true intent of their communications. However, this in no way frees the listener from  responsibility from the process.  Without proper listening, communication does not occur. 



Listening Skills
Effective listening is active participation in a conversation. It is an activity which helps the speaker become understood. The listener must actually hear and not assume what is said. A passive listener is attentive but does nothing to assist the speaker. Active listeners sit or stand alertly, maintain eye contact with the speaker, concentrate on the speaker’s words, make verbal responses, and summarize parts of what has been said when clarity is needed. Because there is a difference in how fast one can speak and how fast others can listen, a time lag exists in conversations. Good listeners do not daydream during this lag; they use the time to organize what is being said and to relate to the message. The listener must guard against distractions to the message. The speaker’s mannerisms, accent, dress or grooming, language style, or delivery can be distracting if the listener does not learn to tune them out. Also, listeners need to learn to avoid letting first impressions of a speaker color their ability to hear the message.   


We cannot learn anything from others if we try to do all the talking. Therefore, let speakers finish out their own sentences. Don’t interrupt them to interject your own thoughts. We need to pay attention to the tone of the words and the nonverbal cues of the speaker. Sometimes, these things undermine the actual meanings of the words themselves. For instance, someone might be telling you that he or she is not upset, but the tone or the body language might tell you otherwise.


Overall, effective listening can be expressed as follows:

• You should concentrate so that competing external and internal distractions are eliminated. 
• You should probe and reflect by asking questions to seek clarification and greater understanding. You might ask “Is this what you mean?” or “Could you repeat that?” or “Are you saying that…?” 
• Finally, you should summarize (paraphrase) and feed back to the speaker what you think you have heard. When the speaker agrees that your  understanding is indeed accurate, then effective listening and effective communication have taken place.

Telephone Skills
What does telephone usage have to do with our work ethic skills? 


A lot, if you consider that too often we tend to forget that the person on the other end of the line is a human being. When we cannot see the person, it is easier to be rude to him or her. Anger, irritation, and frustration can be suggested by our tone of voice. Ignoring our calls and our messages suggests that we are unconcerned about our clients and customers. When we transfer callers without trying to address their concerns, we are showing a disinterested, apathetic attitude. These are just a few of the negative ways that our lack of telephone etiquette can impact our work ethics.  


When we speak on the phone at work:

• We should always have a smile in our voice. It might sound silly, but this is easy to achieve if we actually do smile when we answer the phone. 
• Our voices should be clear and distinct. We should show that we have a service attitude by offering to give assistance however and whenever we can. 
• We should not transfer calls blindly without making sure that the receiving party can take care of the caller’s problem. 
• We must also be discreet when using the phone. Think through any requests for information and give out only information that is really needed by the caller. For instance, If someone calls asking for your supervisor, you would not say, “Mr. Jones is playing golf this afternoon.” That would be giving unnecessary information. You would say, “Mr. Jones will be in the office tomorrow morning. May I help you or have him return your call?”
• We should avoid slang in telephone conversations. Instead of saying “yeah,” say “certainly.” Instead of saying “bye-bye,” say “goodbye.” Doesn’t it sound better to say “I beg your pardon. Would you please repeat that?” than to say “Huh?”

When taking telephone messages for others, don’t be in such a hurry that you do not get all necessary information. 

• Incomplete messages are frustrating. In fact, it is a good idea to repeat the message to the caller so that you can be certain that it is accurate.  
• If you have to put callers on hold to gather information to handle their call, always ask their permission to do so. Or you might offer to call them back if you think they will have to wait some time before you can get back with them. As a rule, nothing irritates a caller more than to be left on hold. When you return to the phone, apologize for having the caller wait for you.  
• Sometimes the caller is unhappy or angry about a situation. When this is the case, be very careful. A good tactic is to let the caller vent. When he or she is finished, you will hear a noticeable sigh at which point you can express your understanding of and concern for the situation. If you let the caller vent, he or she will then be ready to listen to you and to be reasonable as you try to get to the root of the problem. However, when the venting is nasty and involves foul language, it is permissible to warn the caller that if he/she does not refrain from using such language, you will hang up. If the ugliness does not cease, you do not have to listen.

In summary, when taking calls at work, you should remember to treat the callers as you would want to be treated yourself. Also, treat them as if they were standing in front of you. 


Remember this: To any caller on the other end of that telephone line, you are your company. The responsibility of being your company’s sole ambassador during that phone conversation should help you remember to use correct telephone techniques.


References:
--COMEX: THE COMMUNICATIONS EXPERIENCE IN HUMAN RELATIONS, 1984, South-Western Publishing Company
--OFFICE TECHNOLOGY AND PROCEDURES, 11th Ed., Fulton-Calkins, 1998, South-Western Publishing Company

1. Watch this short communication video.
2. Give examples of the best effective communication for each of the following areas.
3. Also, share any experiences you’ve had when each technique was ineffective.

• Nonverbal
• Oral
• Written
• Listening
• Telephone

Productivity-Work Ethic

Productivity

Follow Safety Practices
An important part of work ethics is following established safety practices. At our
technical institute, each classroom or lab has safety procedures. You should also
exercise safety precautions as a student when using your computer such as
proper wiring, computer maintenance, and a work safe environment. The same
will be true on the job. Each department in each company will have a set of
safety guidelines to which employees should adhere.


These rules are not designed to punish the student or employee, but rather to
protect them. Safety is always important and is everyone’s responsibility. The
failure to follow safety rules can result in a lost-time accident or even death.


When a company experiences a "lost-time accident" due to the minor injury of an
employee, everyone is affected. Efficiency and profits will go down with each
minute lost. Co-workers will see an immediate effect if they are paid on a group
incentive plan and a team member is injured. The effect may not always be as
direct and may not always be as evident, but the fact remains that everyone
suffers with injury.


Following safety rules will not totally eliminate "lost-time accidents," but their
numbers will be cut down.

Conserves Material
It’s not your money that is going down the drain if you make a mistake and have
to scrap part of the materials, is it? Think again—in the long term it may actually
be your money or at least the continuation of your current paycheck.


One might say, "How will my employer ever miss the 500 sheets of paper and
100 staples that I wasted by duplicating the wrong information? That's not a lot of
materials when you consider what we use every day!" Well, what would happen
if your company has 100 employees and each one made a similar mistake? Or,
what if we were talking about expensive chemicals instead of paper and staples?
Always use only the materials necessary to adequately complete your task. Treat
the materials as if you were paying for them yourself. One of the best ways to cut
down on scrap is to do the job right the first time and to always be conscientious.
Scrap costs your company or your school money and decreases the profit
margin. A decreased profit margin has a direct effect on employees because
with less to go around, less will be given back to the employees.

Keeps Work Area Neat and Clean
As mentioned above, safety is everyone’s job. So is housekeeping. Most
technical institutes and employers employ a custodian or maintenance worker
that will handle the heavy cleaning. However, each student and each
employee is responsible for maintaining his or her own workspace. You mayinitially feel that with your busy schedule you do not have time to straighten up
every day, but the fact is that you don’t have time not to.


It only takes a few minutes each day if done correctly. We should not leave our
workspace until our work areas are clear, all trash has been discarded, and our
chairs and equipment are properly put away. Since you can never be sure who
will walk into your work area, it is necessary to always keep it presentable.


Part of housekeeping is organizing and filing. If your information is filed in an
orderly manner, you will not have to waste your valuable time looking for things
that you misplace and will therefore be more productive and efficient in the long
run.


Follows Directions/Procedures
It is important to read directions and procedures carefully before beginning a new
task. It is equally important to consistently follow established procedures for the
routine, mundane tasks that we perform each day.


The failure to follow directions can be disastrous. It can mean getting a bad mark
on a test or it can mean the loss of a job.


Directions are developed by experts and are designed for our safety and
expedience of work. Don’t ever feel that you don’t have to adhere to the
prescribed steps and that you can do things your way.


Watch this short productivity video.


Address the following Productivity Topics/Questions in your Blog posting:

1. Productivity includes a good scheduling of your time, follows safety procedures, conserves materials used, has a neat and clean work area, and follows direction. Provide other examples of good productivity?
2. Why is productivity important in the workplace, and what actions you would take to improve workplace productivity?"
3. Some people believe that work, rather than leisure, can give them what they are looking for and is an outlet for self-expression as well as material rewards. Do you agree or disagree with this statement? Why?

Remember these tips when creating your blog post!

• You will blog about each topic in your own blog created in the Google App "Blogger".  
• Add photos, related web-links, videos, etc.-make your blog interesting for others to view!  
• Make sure to check spelling, punctuation, grammar, etc.
• Use your blogroll (using the 'My Blog List')  on your blog-connecting you to each classmate.
• You MUST reply to at least one classmate for each topic.  Therefore, you will have to post at least twice for each topic–your original post, on your own blog, and at least one reply, on at least one other blog.  Your replies should go beyond Agree/Disagree statements.
• Your work ethics skills will be observed throughout the semester and rated via the Work Ethics Evaluation Form.

ORGANIZATION-Work Ethic

ORGANIZATIONAL SKILLS

Good organizational or time management skills are a must if one is to operate at the most efficient and productive level possible. Directly influencing one's ability to organize in order to achieve success are change/stress management and prioritizing skills. 


 1.  Demonstrate skill in prioritizing and in management of time and stress.
When you open your toolbox, do you have to rummage around for what seems like several minutes looking for a Phillips-point screwdriver?  When you open your desk drawer, do you have to scatter papers all over the desk top to find a certain sales receipt or bill?  Do you have to search all through your dresser drawers looking for one missing sock to match the one you need to wear?  If your answer to these questions is “Yes,” then you may need some help in getting yourself organized in your personal life.  This answer may also be an indicator of a need for organization in other areas of your life.

Key ingredients for your success in your new educational program or in the job that you eventually earn are effective time management and organization skills.  If your life seems chaotic because you can’t perform to others’ or your own expectations, then you’re not alone.  Just notice the people around you.  Do these people always have lots of different activities going on at once?  Do these people never seem to accomplish what they said they would?  Do they seem confused when you or someone else asks questions or requests assistance?  And what about their moods?  Are they short with others around them?  The answer to all of these questions is probably  “Yes.”

Individuals whose lives are embedded with “a sense of urgency” that doesn’t allow them to follow through with tasks soon learn that steps must be taken to reintroduce order to their lives.  When this order is reintroduced, relations with self, family, friends, and co-workers improve, job performance is enhanced, and good feelings about accomplishments become evident.

Employers and instructors consider effective time management and organizational skills as good work habits.  To begin managing wisely the time you spend in class or in the laboratory, to prepare for class or lab assignments at home, and to manage your life at home and school simultaneously, you need to know and to put into practice some good time management techniques.

Time Management Techniques
Believe: As you enter your new program, believe that you are in control. You’ve got to keep telling yourself that life at home, at school, and on the job (if you work) is manageable.

 Say No                         You must learn to say “No.”  You’re mature enough now to know your limitations.  If you have an accounting or anatomy test next Wednesday, don’t tell your friends or family members you can go to a local nightclub on Tuesday night.  If you have a hard time saying “No,” you need to consider delegating some of your work (in this case, your participation) to others.  For example, ask your friends to invite another friend to the nightclub, explaining to them you have prior commitments.

Ask For Help                    Many adult students are scared to ask for help.  They fear being seen as intrusive or dumb.  Help comes in many forms so ask for it.  If you’re struggling with math, see your instructor or a tutor.  If you need financial assistance, see your financial aid department.  People all around you now are paid to help you so go to them for assistance or advice.

Prioritize                          Let’s say that next Thursday is the due date for a major lab assignment.  The Wednesday before, however, your boss needs you to work overtime.  In addition, you had planned to take your children to the local livestock arena for a reptile show.  You’re in a mess, so how do you handle it?  Remember step one: Believe. Then ask yourself these questions:  How critical is each activity or expectation?  How long will it take from start to finish to fulfill each activity or expectation?  What do you need to do to complete each activity or expectation?  With whom to you need to deal?

Set Timetables                  You can always measure how you’re doing by establishing timetables.  For example, take a pocket, wall, or desk calendar.  Mark activity due dates appropriately.  Prior to the activity due date, fill in other days with activities that will help you accomplish the mini steps that it will take to complete the big assignment.

Spend Time Wisely          While attending school, you can impress your instructor and yourself by spending time wisely.  Perhaps you have each day a full hour for lunch or dinner.  Why don’t you eat and review notes at the same time?  Why don’t you ask your instructor to join you so that you have the opportunity to ask additional questions or receive clarification?  Why don’t you allow yourself 20 minutes for lunch or dinner and 40 additional minutes in the classroom, lab, or media center.  By spending your time at school wisely, you allow yourself more time at home with family and friends.

Enjoy Free Time              Your physical and mental health well-being is key to successful school and job performance.  Being too pushed for time causes stress, and too much stress can jeopardize your physical and mental states.  Do yourself a favor:  Prioritize, follow through, evaluate your work performed, and then enjoy some free time.  Nobody will ever tell you to dismiss your friends, neglect your family, give up your golf game, or cancel your gym membership if you work hard to accomplish your academic and career goals.  But when you fail to put “first things first,” don’t be surprised if your own conscience, a friend, a family member, or your instructor tells you to go back and get control through reordering your priorities.

To become truly organized, however, and to show others in your class how to control their lives better, consider the advice cited below.

·         Assess your classwork, home, and job workload schedules weekly and then daily.

·         Identify the most important things to be done.

·         Review your schedule for appointments with instructors, friends, or other individuals.

·       Reserve at least two to three days a week and large quantities of time (at least two hours a day) during these days to complete school assignments.  If you’re following the time management strategies previously cited, you really shouldn’t need more than two hours per day, two to three days a week, to see your school work requirements to closure.

·         Consider organizing your school requirements, your home responsibilities, and your job duties into an organized filing system that you can refer to and update at any time.  If you don’t have access to a computer, try loose-leaf notebooks or file folders.

·      Remember to arrive at school or work on or before your scheduled hour for arrival every day.  Be flexible enough to work in your classroom or lab during lunch or dinner.  In short, do what you have to do to be a successful student. If you miss days due to illness, make sure you see your instructors so that make-up time may be scheduled.

There are great rewards for you when you’re organized.  There are great payoffs for you when you manage your time wisely.  As a student and employee, you’re guaranteed to reduce your stress and receive greater satisfaction from your school and work experiences.  Professionally, you will develop the image of a person who is serious about getting things done and moving on to the next challenge.  

2. Demonstrate flexibility in handling change.
The nature of life seems to be adapting to change.  In just this century, barely one generation, we have seen transportation progress from horse-drawn carriages to supersonic airline transports and routine space shuttle flights.  Communications progressed from primitive telegraphs to instant satellite-relay conversations world-wide.  For most of us, personal computers simply did not exist for the first half of our lives or more.  These parts of our lives have changed many times in only a relatively few years.  You can expect more changes.

One of Charles Darwin’s theories was “Survival of the Fittest.”  By this he meant the strongest of a species will survive the perils of life.  If he were alive today, he might well change this theory to “Survival of the Most Adaptable.”  If you resist change and fail to get in line with the rest of the world, you may be left behind in the dust of those who succeed.  If you view change in a positive manner and hold fast to a determination to make it work for you, you should be able to handle changes that life brings your way.  Keep in mind that you will probably have to spend some time and energy, and perhaps some personal resources, to accommodate changes and come out on top.  No guarantee . . . but rewards usually come to those who work for them.

Why is organization important?  

How can you improve your own organizational skills?

Watch Organization video.

• You will blog about each topic in your own blog created in the Google App "Blogger".  
• Write 1-2 paragraphs for EACH topic, defining each topic, describing its importance, and stating how you are going to improve in that area.
• Add photos, related web-links, videos, etc.-make your blog interesting for others to view!  
• Make sure to check spelling, punctuation, grammar, etc.
• Use your blogroll (using the 'My Blog List')  on your blog-connecting you to each classmate.
• You MUST reply to at least one classmate for each topic.  Therefore, you will have to post at least twice for each topic–your original post, on your own blog, and at least one reply, on at least one other blog.  Your replies should go beyond Agree/Disagree statements.
• Your work ethics skills will be observed throughout the semester and rated via the Work Ethics Evaluation Form.