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Chapter 2 Developing Professional Skills. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle.

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Presentation on theme: "Chapter 2 Developing Professional Skills. Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle."— Presentation transcript:

1 Chapter 2 Developing Professional Skills

2 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 2 Developing Professional Skills Identifying Technical Skills Developing Knowledge Skills Developing Personal Qualities Developing Interpersonal Skills Displaying Ethical Behavior International Human Relations

3 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 3 Identifying Four Basic Workplace Skills Resources Identifying, organizing, planning, allocating Information Acquiring, evaluating, organizing, maintaining, interpreting, communicating

4 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 4 Identifying Four Basic Workplace Skills (continued) Systems Social, organizational, technological Technology Selecting procedures, tools, or equipment including computers and related equipment

5 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 5 Basic Knowledge Skills Thinking Reading Writing Mathematical operations Listening Speaking

6 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 6 Basic Knowledge Skills (continued) Thinking skills Creative thinking Decision making Problem solving Knowing how to learn Reasoning

7 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 7 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

8 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 8 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

9 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 9 What is low self-esteem? Viewing one or more of the previous items negatively What is high self-esteem? The opposite of low self-esteem. It causes you to Have confidence Be sure of yourself Have a good attitude toward your ability to succeed Developing Personal Qualities (continued)

10 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 10 Developing Personal Qualities (continued) Ways to feel confident Believe in yourself Do not expect to control the circumstances where you work Accept the business world is demanding/fast-paced Be patient, take time to distinguish between fact/fiction Accept criticism; in fact; welcome it Develop a sense of humor

11 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 11 Developing Personal Qualities (continued) Be sociable by demonstrating Understanding Friendliness Adaptability Empathy Politeness

12 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 12 Developing Personal Qualities (continued) Exhibit self-management Set personal goals Monitor your progress Assess yourself accurately Exhibit self-control Display integrity/honesty Be sincere and trustworthy

13 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 13 Developing Personal Qualities (continued) Project a pleasant personality by Always maintain composure Say no tactfully when you must Soothe feelings of an irate customer/coworker Be considerate and tolerant of someone who isnt toward you Exhibit poise under extreme pressure Be patient and understand people with different personalities

14 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 14 Developing Personal Qualities (continued) Show your human side by Have a friendly smile and cheerful good morning Have a sincere, optimistic approach to life Take the initiative to speak first Call others by name Get acquainted with coworkers

15 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 15 Developing Personal Qualities (continued) Project a professional image by Being an educated and skilled employee Being a team player who contributes valuable ideas Being a polished individual by dressing professionally

16 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 16 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

17 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 17 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

18 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 18 Developing Interpersonal Skills (continued) Factors that influence team dynamics Personality styles Office layout Team roles Tools and technology Process, methodologies, procedures Establish team rules

19 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 19 Developing Interpersonal Skills (continued) Recognize individual differences Be laid back/reassuring to those who worry and are tense Show friendliness and warmth to extraverts Tolerate moments of silence and emphasize things, ideas, and data to introverts Appeal to the intellect by discussing topics of substance with those who are experienced, willing to share, and approach problems with creativity Blamersnever solve their own problems

20 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 20 Developing Interpersonal Skills (continued) Learn to work with difficult people The bullyuses intimidation to gain control Gossipgoes from person to person spreading negative rumors Know-it-allbelieves he or she is the expert Backstabberwants to discuss problems you are involved in then talks to others about the problem and you Blamernever solves their own problems; believes someone else caused them

21 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 21 Developing Interpersonal Skills (continued) Understand conflict resolution Agree to come together voluntarily and privately Agree to work cooperatively Agree to keep what is said confidential Agree on ground rules Agree to listen to other person

22 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 22 Developing Interpersonal Skills (continued) Gather information about key issues State your position while other listens Restate other persons 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

23 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 23 Developing Interpersonal Skills (continued) Teach others Be patient Recognize some learn by doing; others by hearing Teach in short segments Always review before you begin a session Always summarize when you end a session Dont view others learning as a threat to your job

24 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 24 Developing Interpersonal Skills (continued) Offer exceptional customer service Smile and be friendly Offer to help before being asked If you cant 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

25 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 25 Developing Interpersonal Skills (continued) Exercise Leadership Communicate clearly and effectively your position on certain matters, persuading or convincing others, and responsibly challenging existing procedures and policies when necessary Realize leaders are made not born Understand leaders develop through a never-ending process of self-study, education, training, and experience

26 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 26 Developing Interpersonal Skills (continued) Negotiate effectively Plan before you begin Recognize others often ask for more than they expect Practice negotiating skills at every opportunity Be ready to compromise Display excellent people skills Be a good listener

27 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 27 Developing Interpersonal Skills (continued) Embrace constructive criticism To give constructive criticism Be genuine Always give criticism in private Dont 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

28 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 28 Developing Interpersonal Skills (continued) Respect Diversity What is diversity? Refers to the variety of experiences and perspectives that arise from differences such as: Race Culture Religion Mental or physical abilities Heritage Age Gender Sexual orientation Other characteristics

29 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 29 Developing Interpersonal Skills (continued) Keep these thoughts about diversity in mind Workforce is becoming more diverse Employers consider diversity good business State and federal law ensures no employee suffers discrimination Diversity is not just cultural but encompasses less-visible differences such as religion and sexual orientation Sensitivity to others is essential People have more similarities than differences Respect, tolerance, and goodwill are the keystones to enjoying the rich diversity of our world

30 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 30 Developing Interpersonal Skills (continued) Keep confidential information confidential Refrain from repeating your managers opinions Keep all upcoming announcements confidential Be careful not to give away information to your friends

31 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 31 Developing Interpersonal Skills (continued) Cope with change Technology is being continually updated Competition is increased because the world is a global marketplace Businesses are restructuringmaking changes within and without to meet competition Increased government involvement affects business activities

32 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 32 Developing Interpersonal Skills (continued) Cope with Stress Happens because of physical and psychological response or reaction to events, people, and environment How to cope Wellness programs

33 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 33 Developing Interpersonal Skills (continued) Display Good Manners Is a desirable social skill Makes a good impression Follow guidelines How to treat a guest What are general rules for table settings How to eat properly What to do when you finish eating What are general rules showing good manners

34 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 34 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

35 Office Procedures for the 21 st Century, 8e Burton and Shelton © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. 35 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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