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CHAPTER 2 
DEVELOPING PROFESSIONAL 
SKILLS
DEVELOPING PROFESSIONAL SKILLS 
• Identifying Technical Skills 
• Developing Knowledge Skills 
• Developing Personal Qualities 
• Developing Interpersonal Skills 
• Displaying Ethical Behavior 
• International Human Relations
IDENTIFYING FOUR BASIC WORKPLACE 
SKILLS 
• Resources 
• Identifying, organizing, planning, 
allocating 
• Information 
• Acquiring, evaluating, organizing, 
maintaining, interpreting, communicating
IDENTIFYING FOUR BASIC WORKPLACE 
SKILLS (CONTINUED) 
• Systems 
• Social, organizational, technological 
• Technology 
• Selecting procedures, tools, or 
equipment including computers and 
related equipment
BASIC KNOWLEDGE SKILLS 
• Thinking 
• Reading 
• Writing 
• Mathematical operations 
• Listening 
• Speaking
BASIC KNOWLEDGE SKILLS (CONTINUED) 
• Thinking skills 
• Creative thinking 
• Decision making 
• Problem solving 
• Knowing how to learn 
• Reasoning
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
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
DEVELOPING PERSONAL QUALITIES 
(CONTINUED) 
• 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) 
• 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
DEVELOPING PERSONAL QUALITIES 
(CONTINUED) 
• Be sociable by demonstrating 
• Understanding 
• Friendliness 
• Adaptability 
• Empathy 
• Politeness
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
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 isn’t 
toward you 
• Exhibit poise under extreme pressure 
• Be patient and understand people with different 
personalities
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
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
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
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
DEVELOPING INTERPERSONAL SKILLS 
(CONTINUED) 
• Factors that influence team dynamics 
• Personality styles 
• Office layout 
• Team roles 
• Tools and technology 
• Process, methodologies, procedures 
• Establish team rules
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 
• Blamers—never solve their own problems
DEVELOPING INTERPERSONAL SKILLS 
(CONTINUED) 
• 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
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
DEVELOPING INTERPERSONAL SKILLS 
(CONTINUED) 
• 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
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 
• Don’t view others’ learning as a threat to your job
DEVELOPING INTERPERSONAL SKILLS 
(CONTINUED) 
• 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
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
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
DEVELOPING INTERPERSONAL SKILLS 
(CONTINUED) 
• 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
DEVELOPING INTERPERSONAL SKILLS 
(CONTINUED) 
• Respect Diversity 
• What is diversity? 
• Refers to the variety of experiences and perspectives 
that arise from differences such as: 
Race 
Age 
Culture 
Gender 
Religion 
Sexual orientation 
Mental or physical abilities 
Other characteristics 
Heritage
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
DEVELOPING INTERPERSONAL SKILLS 
(CONTINUED) 
• 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
DEVELOPING INTERPERSONAL SKILLS 
(CONTINUED) 
• 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
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
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
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
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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Ch2 ppt

  • 1. CHAPTER 2 DEVELOPING PROFESSIONAL SKILLS
  • 2. DEVELOPING PROFESSIONAL SKILLS • Identifying Technical Skills • Developing Knowledge Skills • Developing Personal Qualities • Developing Interpersonal Skills • Displaying Ethical Behavior • International Human Relations
  • 3. IDENTIFYING FOUR BASIC WORKPLACE SKILLS • Resources • Identifying, organizing, planning, allocating • Information • Acquiring, evaluating, organizing, maintaining, interpreting, communicating
  • 4. IDENTIFYING FOUR BASIC WORKPLACE SKILLS (CONTINUED) • Systems • Social, organizational, technological • Technology • Selecting procedures, tools, or equipment including computers and related equipment
  • 5. BASIC KNOWLEDGE SKILLS • Thinking • Reading • Writing • Mathematical operations • Listening • Speaking
  • 6. BASIC KNOWLEDGE SKILLS (CONTINUED) • Thinking skills • Creative thinking • Decision making • Problem solving • Knowing how to learn • Reasoning
  • 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. 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. DEVELOPING PERSONAL QUALITIES (CONTINUED) • 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
  • 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. DEVELOPING PERSONAL QUALITIES (CONTINUED) • Be sociable by demonstrating • Understanding • Friendliness • Adaptability • Empathy • Politeness
  • 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. 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 isn’t toward you • Exhibit poise under extreme pressure • Be patient and understand people with different personalities
  • 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. 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. 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. 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. 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. 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 • Blamers—never solve their own problems
  • 20. DEVELOPING INTERPERSONAL SKILLS (CONTINUED) • 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
  • 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. DEVELOPING INTERPERSONAL SKILLS (CONTINUED) • 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
  • 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 • Don’t view others’ learning as a threat to your job
  • 24. DEVELOPING INTERPERSONAL SKILLS (CONTINUED) • 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
  • 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. 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. DEVELOPING INTERPERSONAL SKILLS (CONTINUED) • 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
  • 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 Age Culture Gender Religion Sexual orientation Mental or physical abilities Other characteristics Heritage
  • 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. DEVELOPING INTERPERSONAL SKILLS (CONTINUED) • 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
  • 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 restructuring—making changes within and without to meet competition • Increased government involvement affects business activities
  • 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. 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. 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. 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?