1. Critical Workplace Skills
Chapter 5

2. Objectives Identify techniques to better organize and manage time.
11/24/2018
Objectives
Identify techniques to better organize and manage time.
Discuss the importance of understanding and managing stress.
Understand the difference between positive and negative stress.
Define anger management and list ways to control it in the workplace.
Describe the benefits to customers of the teamwork approach in organizations.

3. Time Management
Time management consists of identifying activities that must be completed, and then prioritizing those activities so that the most important ones are accomplished first.
Time management tools include a personal digital assistant (PDA) or Smartphone.

4. Plan and prioritize tasks Say “no” to nonessential tasks
Time Management Tips
Plan and prioritize tasks
Say “no” to nonessential tasks
Take the time you need
Limit distractions
Take care of yourself

5. Difficulty saying “no”
Time Wasters
Difficulty saying “no”
Buried in paperwork
Procrastination
Not wanting to do the task
Interrupting yourself
Making the project too big
Convincing yourself of defeat

6. Time Management Quiz
Figure 5.1
Page 75

7. Time Management Suggestions
First write down your own personal example
After you have finished, compare and contrast your suggestions with those at your table or with a partner

8. Time Management Packet

9. Organizational Skills
Prepare a monthly schedule.
Prepare a file folder for each item on your schedule.
Rely on technology.
Organize your work area.
Manage your communications.

10. Organizational Skills Case Study

11. Stress Activity What is stress?
Write down responses to each type of stress:
Situations that make me Angry
Situations that make me Frustrated
Situations that make me Worry
Situations that make me Happy
Situations that take a lot of time
Situations that take Money
How to cope with those stressors?

12. Stress CE

13. Stress Management
When left unregulated, stress can be harmful to your emotional and physical health.
Conversely, without an edge, you can become apathetic and dull.
The key is to find and maintain a personal balance that you can manage at each stage of your life.

14. Negative Office Chatter
The Effects of Stress
Burnout
Associated with overwork and under-appreciation
Causes resentment
Negative Office Chatter
Wastes time
Breeds negativity

15. Managing Stress Pay attention to yourself.
Don’t try to control everything.
Alter your lifestyle.
Create an outlet.
Use relaxation tools daily.
Use humor for a well-balanced life.

16. Positive versus Negative Stress
Positive Stress
Energizes
Motivates
Negative Stress
Decreases productivity
Comes from out-of-control feelings

17. What do you think?
Describe the behaviors of someone you know who is under stress. To what extent do you think a person’s organizational skills have on minimizing or escalating stress?

18. Stress SOS

19. How to Motivate an Unenthusiastic Teammate
During a weekly team meeting, you notice that one of your co-workers is quieter than usual. He acts as if he does not care to be involved in the team’s weekly sessions.
Respond to the statements below by role playing with another student what you might say to a team members who suffers from a lack of motivation.
1. Acknowledge your teammate’s value
2. Discover the source of the problem
3. Stress the importance of team harmony

20. Anger Management
Anger is a natural emotion, but when it gets out of control and turns destructive, the result may lead to problems at work, in your personal relationships, and in the overall quality of your life.
Learn to recognize signs you are becoming angry and take positive actions to calm down.

21. What do you think?
When you are angry, what steps do you take to manage it?

22. Teamwork What does teamwork show customers?
The company is organized.
Everyone is moving toward a common goal.
To promote teamwork, CSRs need to:
Focus any negative feedback on a specific task, not on a co-worker’s personality.
Compliment a teammate when he or she is observed doing something well.

23. Stress management/anger management teamwork presentation
With a randomly chosen group, you will be creating a presentation on stress management or anger management and creating an activity for the entire class to join in on to help reduce stress/anger