Workplace Skills Series: Attendance and Self-presentation, Career Advancement, and Communications
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To succeed in the workplace, it is important to possess certain skills. You can gain those skills through experience and training. Often, employers provide you with additional technical training. However, it is up to you to demonstrate that you have soft skills, such as a good work ethic and a great attitude. This series of three webinars will address the most important soft skills that you need. This session from September 9th covered Attendance and Self-presentation, Career Advancement, and Communications.
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Workplace Skills Series: Attendance and Self-presentation, Career Advancement, and Communications
- 1. Workplace Skills: Do you have the skills that your new employer wants? 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 1 Workplace Skills by Illinois workNet is licensed under a Creative Commons Attribution-Non-Commercial 4.0 International License.
- 5. Professionalism • Appearance • Demonstrate self-control • Substance abuse • Maintain a positive attitude 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 5 http://www.workrelationships.co.uk/dos-donts-office-etiquette.html http://www.mindtools.com/pages/article/professionalism.htm http://www.businessmanagementdaily.com/glp/28411/14-Tips-on-Business-Etiquette.html
- 7. Things to Remember Attendance is about dependability to keep an organization running smoothly. Professionalism is how you present yourself - the way you speak, appearance, your subject knowledge, and how you handle interactions with others. 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 7
- 9. Demonstrate an interest in learning Participate in Training Anticipate changes in work Identify career interests 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 9 Willingness to Learn
- 10. Employability & Career Development • Continue learning to keep technical skills and knowledge current. • Maintain licensing, certification and credentialing requirements at the national, state and local levels to stay compliant with industry requirements. 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 10
- 11. Developing & Mentoring (Management) Encourage Self-Assessment Enhance skills on the job Promote Training Support learning Prepare for the future Identify career issues 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 11 http://www.mindtools.com/pages/article/newCDV_24.htm http://www.mindtools.com/pages/article/newTMM_81.htm
- 12. Things to Remember Career Development will help you achieve goals and move up the ladder in your chosen career field. 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 12
- 14. “The single biggest problem with communication is the illusion that it has taken place.” ― George Bernard Shaw 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 14
- 16. Speaking • Persuasion and/or Influence • Tone of Voice 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 16
- 18. Body Language • Eye Contact • Facial Expression • Posture • Gestures • Touch • Intensity • Timing • Sounds • Space 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 18 https://blog.udemy.com/wp-content/uploads/2014/04/shutterstock_141958054-620x458.jpghttp://helpguide.org/mental/eq6_nonverbal_communication.htm
- 20. Informing • Gathering and disseminating • Keeping employees informed • Updating information 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 20 http://www.managementstudyguide.com/overcoming-communication-barriers.htm
- 21. Clarifying Roles & Objectives 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 21 http://www.biz-development.com/HumanResources/Basic-Skills/3.16.10.5.Workplace-Management-Clarifying-Roles-And-responsibilities.htm • Explaining job duties • Instructing • Setting performance goals • Linking tasks to organizational objectives
- 22. Things to RememberListening involves being able to actively listen (not just hear) to understand your customers wants or needs and being able to deliver. Speaking is not just the words, but how you say what you say. Body Language encompasses everything else happening besides what is being spoken and can tell more than the words. Written words require the most professionalism as there are no other indicators about the intent behind the words. 9/9/2015WorkplaceSkills-http://www.illinoisworknet.com 22
- 23. WorkplaceSkills-http://www.illinoisworknet.com 23 Thank You for Attending Watch for the news item about this webinar on www.illinoisworknet.com Watch for information on our upcoming webinars on our social media links: Email us at: info@illinoisworknet.com Sponsored by the Illinois Department of Commerce and Economic Opportunity (DCEO) 9/9/2015
Editor's Notes
- ASK - What happens if you have car trouble? Call your office and let them know about your situation. This will show you understand of the importance of attendance. Even though you will not be on time, you took the time to call to let them know before you were going to be late. If you have a history of arriving to work on time and returning from breaks on time, they should understand. The next thing you need to do is decide on if you will change the tire right now or get a different ride to work. You could ride the bus or ask a a friend, neighbor, or co-worker for a ride to work. Make sure your appearance is professional when you arrive to work. This means you should change clothes to change your tire and then change back into your work clothes if that’s what you choose to do. IF you aren’t at work, your work is not getting done. Your company is not generating the revenue that it could for the day. Attendance Timeliness - Understands work expectations for arriving on time for work, taking and returning from breaks on time, and calling supervisor prior to being late. Arrives to work and returns from breaks on time. Is rarely absent without cause. Understands the relationship between punctuality and how people perceive them. Understands scheduled work day expectations for attendance and follows them. Notifies supervisor in advance of absence. Links http://www.dot.state.il.us/tpublic.html https://www.google.com/calendar/render?pli=1 1. Go to bed on time the night before. Lay out your clothes, write down what you will eat for breakfast and make certain you have your car keys. Improve your attendance at work by planning the night before. 2. Wear comfortable pajamas to bed. Keep the temperature at the right level so you get a restful evening of sleep. Open a window for fresh air to come into your bedroom. Avoid eating after 7:00PM in order to get eight (8) hours of sleep. 3. Set your alarm clock for 30 minutes before you get out of bed. For example, if you wake up at 6:00AM, then set your alarm clock for 5:30AM. Set your alarm to play music that you do not like and place the alarm clock away from the night stand. Force yourself to get out of bed and turn off the radio. 4. Wake up in the morning, take a shower and get dressed. Watch the clock and listen to the traffic reports. Plan to leave the house on time and take into account any delays. Give yourself even more time if you use public transportation. 5. Leave the house with enough time to get to work and park your car. Travel safely by using a planned route, but also having an alternate route in case of an accident or incident. Avoid traffic accidents by keeping a safe distance between you and the car in front of you. Arrive to work at least fifteen (15) minutes before the required time. Show your supervisor that you are willing and able to arrive early and make work a priority. Improve your attendance at work by establishing a pattern and make changes when necessary. Time management - http://www.gcflearnfree.org/jobsuccess/2 Read more: http://www.ehow.com/how_4947376_improve-attendance-work.html#ixzz2YxeEEUJA In summary, Attendance is about dependability to keep an organization running smoothly. On Quiz Scenario A: You are walking out to your car to go to work when you notice that you have a flat tire. What do you do? Poll question – What would you do? Change the tire and go to work when you can get there, without changing clothes Call your employer and tell them you have a flat Find a ride and worry about the tire after your shift Call first, change tire, make sure your appearance is presentable
- Working in certain industries may be more stressful than others. You may feel overloaded with work. One of the first professionalism skills you should use is to demonstrate self-control even though you feel stressed out. Maintain composure and keep a positive attitude. Take a step back and think about the priority and order in which to complete your tasks. One way to maintain a positive attitude is to think about each task as a goal; every time you mark one off your task list, you are moving forward. Taking pride in this work will also help you keep a positive attitude. Self-presentation is a combination of your appearance and demeanor – how professional you are. The way your present yourself if important in the business world. Clothing pressed, glance in the mirror, do you have pets, keep the hair at home. Appearance - Maintains a professional demeanor. Dresses appropriately for occupation and its requirements. Categories are business casual, business (coat and tie), and business formal (suit). Understands that appropriate appearance impacts cultural fit at the workplace. Maintains appropriate personal hygiene. Demonstrate self-control – Demonstrates self-control by maintaining composure and keeping emotions in check even in very difficult situations; deals calmly and effectively with stressful situations. Substance Abuse – is free from substance abuse. Sometimes stress can cause us to turn to drugs or alcohol. Any addictive activities could interfere with your productivity at work and could ultimately end in termination from your job. Should you find yourself using or abusing substances, contact a trusted friend to get help. Maintains a positive Attitude - Projects a professional image of oneself and the organization; demonstrates a positive attitude towards work; takes pride in one’s work and the work of the organization. Listening is just as important as eye contact. You want your co-workers to take you seriously and respect. If you don’t look the part, that may not happen. Links: http://www.workrelationships.co.uk/dos-donts-office-etiquette.html http://www.mindtools.com/pages/article/professionalism.htm http://www.businessmanagementdaily.com/glp/28411/14-Tips-on-Business-Etiquette.html In summary, Professionalism is how you present yourself - the way you speak, appearance, your subject knowledge and how you handle interactions with others. On Quiz Scenario B: You are working as a programmer in the information technology industry. It has been a very busy time around the office and work is piling up. What are some self-presentation skills that you could use in this situation? Poll question: What would you do? Demonstrate self-control even through stress Maintain composure Keep a positive attitude Prioritize your tasks Go into your boss and demand help
- In summary, Professionalism is is how you present yourself - the way you speak, appearance, your subject knowledge and how you handle interactions with others. On Quiz Scenario B: You are working as a programmer in the information technology industry. It has been a very busy time around the office and work is piling up. What are some self-presentation skills that you could use in this situation? Poll question: What would you do? Demonstrate self-control even through stress Maintain composure Keep a positive attitude Prioritize your tasks Go into your boss and demand help
- Will you be able to showcase how you meet these criteria with an employer through your actions or examples?
- Can your current skill set and impact an employer? Do you have a willingness to learn, are you willing to try new things, are you adaptable, will you build your skill set to be prepared for a job in the future. What are additional skills you have gained through volunteer activities? Demonstrate an interest in learning - Demonstrates an interest in personal learning and development. Seeks feedback from multiple sources about how to improve and develop, and modifies behavior based on feedback or self-analysis of past mistakes Participate in Training - Takes steps to develop and maintain knowledge, skills, and expertise necessary to achieve positive results. Participates fully in relevant training programs and actively pursues other opportunities to develop knowledge and skills. Anticipate Changes in Work - Anticipates changes in work demands and searches for and participates in assignments or training that address these changing demands. Treats unexpected circumstances as opportunities to learn. Identify career interests - Takes charge of personal career development by identifying occupational interests, strengths, options and opportunities. Makes insightful career planning decisions based on integration and consideration of others’ feedback, and seeks out additional training to pursue career goals. When I worked for my previous employer, I attended as many training classes as they would allow to do. I kept a log of all seminars, conferences and trainings. If there were certificates issues, I copied them for inclusion in my HR file. One of the reasons I do what I do today is because I embraced social media when it came onto the forefront of marketing tactics. On Quiz Beth has started a new job. She is knows how to use a computer but her employer is asking her to use a program that she does not know. Her supervisor knows some of these skills are new to Beth and does not want her to get discouraged. How can Beth and her supervisor work together to get the tasks complete? Employee Learn new skills to show you can adapt to change Request training on new tasks and tools Employers Assign a mentor to help and train a co-worker Promote skills training to the employee Which of these jobs offer career advancement opportunities: Certified Nurse Assistant Teachers Line Cook Plumber Salesperson Bank Teller
- Employability & Career Development – helps you Identify and demonstrate positive work behaviors and personal qualities needed to be employable. Develops a personal career plan to meet career goals and objectives. Demonstrates skills related to seeking and applying for employment to find and obtain a desired job. Maintains a career portfolio to document knowledge, skills and experience in a career field. Demonstrates skills in evaluating and comparing employment opportunities in order to accept employment positions that match career goals. Identifies and exhibits traits for retaining employment to maintain employment once secured. Identifies and explores career opportunities in one or more career pathways to build an understanding of the opportunities available in the cluster. Recognizes and acts upon requirements for career advancement to plan for continuing education and training. Continues professional development to keep current on relevant trends and information within the industry. Examines licensing, certification and credentialing requirements at the national, state and local levels to maintain compliance with industry requirements. Examines entrepreneurship opportunities as an option for career planning. Illinois workNet has an entire quadrant devoted to job search and career planning and development. If you are not already using the tools on Illinois workNet, you should begin by signing up for a workNet account. If you are watching this webinar because of a news item that you received because of your account, I am preaching to the choir. If Illinois workNet doesn’t offer enough resources for you, one of our favorite tools to suggest is http://www.gcflearnfree.org/career who has an entire host of on-line training courses to help you beef up your skills including software and job search. http://www.mindtools.com/pages/article/newCDV_76.htm Having an entrepreneurial spirit is going to help you achieve a positive career path. When you think like an entrepreneur you are creative, you keep going in the face of hardship and you have social skills to build great teams. You don’t need to start a business to be an entrepreneur, but you need to think like one to make it to the upper echelons of corporate structures. The top 10 tips on Advancing your career include: http://www.allbusiness.com/10-tips-career-advancement/15613675-1.html 1. Talk to Your Boss Sit down and have a very direct and pointed conversation with your boss about your future in the company. Stress that you want your job performance to meet the company's goals. Share your own career goals. Your boss will respect this display of confidence and maturity. 2. Ask for More Work Volunteering to help out other departments or teams -- or simply asking for more responsibilities -- increases your value within the organization. Asking for additional work shows an interest and desire to help your department and company to succeed. It also puts a spotlight on your value to the business. 3. Volunteer for Boards If you have your career set on something beyond what you are doing in your present position, seek out opportunities to volunteer or serve on advisory boards, where you can build a reputation as someone who is passionate and dedicated to your particular target industry. 4. Sharpen Your People Skills Strong interpersonal skills play a crucial role in gaining the respect of your boss and co-workers; they will also attract the notice of outside influencers who might open new doors of opportunity for you. Be friendly, outgoing, and personable. Listen carefully to people, and practice being a clear and effective communicator. 5. Be Innovative Never be afraid to think outside the box and put your business acumen to work. Stay on the lookout for creative solutions to problems that will make you -- and your boss -- look good. 6. Find a Mentor Develop mentoring relationships, either inside or outside of your company. Recent studies have shown that four out of five promotions are influenced by a mentor higher up in the company. Mentors are also great sources of information and career guidance. 7. Sell Yourself Learn the fine art of self-promotion. If you have had major accomplishments or created successful programs, make sure people know about it -- especially those in influential positions who could help you advance professionally. Let it be known that you are seeking a promotion or the next step up in your career. 8. Keep Learning A proven way to advance in your career is to be continually acquiring new knowledge. Stay on top of trends or developments in your field and make sure that your current résumé reflects those needed skills. 9. Expand Your Network Strengthen your personal network by joining professional organizations, attending industry conferences, or even volunteering. The more people who are aware of your strengths and abilities, the better your chances of hearing about any new opportunities that might arise. 10. Build Your Reputation In business, your reputation is the most valuable thing you own. Be known for being dependable, professional, and cooperative. Act and look the part by dressing professionally. Make a name for yourself by attending conferences, delivering speeches, or writing articles.
- Great leaders are individuals who are passionate about and confident in the work they do, and they inspire others to do so in the process. Leaders get to a goal through ensuring their team is the best they can be. As a great manager, how many progeny do you have? Have you trained your successor? In so doing they may need to employ some of the following: Encourage Self-Assessment - Helps employees identify skill deficiencies. Develops mechanisms that elicit feedback from multiple perspectives, and encourages employees to solicit feedback from others about strengths and weaknesses. Mentors employees by giving specific, constructive feedback on how performance can be improved. Enhance Skills on the Job -Provides opportunities for skill development on the job. Plans for and seeks out developmental opportunities and stretch assignments that simultaneously develop employees and help the organization reach its goals. When appropriate, gives employees opportunities to mentor more junior employees. Promotes Training - Encourages employees to attend relevant training and workshops to broaden skills. Explains why training is relevant to employee’s career and works with employees to identify training goals. Supports Learning - Provides support and encouragement during learning process. Expresses confidence that employees will be able to learn a new procedure or skill. Prepares for the Future - Anticipates future changes in work tasks due to changing economic and/or political climates and provides employees with developmental opportunities that prepare them for these changes. Identifies Career Issues - Provides career advice; helps employees identify career problems including lack of advancement, interpersonal conflicts and burnout. Helps employees identify career paths and promotion opportunities in the organization. Do you have a mentor or are you mentored? http://www.mindtools.com/pages/article/newCDV_24.htm Mentoring is a great way to progress a person's professional and personal development, and help create a more productive organization. It can also be very rewarding - for the mentor and the mentee. Treat the mentoring relationship with the respect it deserves. Focus the relationship on the mentee's needs, and use the powerful skills of smart questioning, active listening, and value-added feedback to achieve the best outcomes from your mentoring. To keep the mentoring relationship on track, set regular mentor meetings, be honest and open, and don't look for quick fixes. Mentoring is a long-term commitment. How do you ensure that your employees feel satisfied with their job? http://www.mindtools.com/pages/article/newTMM_81.htm Job enrichment is a fundamental part of attracting, motivating, and retaining talented people, particularly where work is repetitive or boring. To do it well, you need a great match between the way your jobs are designed and the skills and interests of the employees working for you. When your work assignments reflect a good level of skill variety, task identity, task significance, autonomy, and feedback, members of your team are likely be much more content, and much less stressed. Enriched jobs lead to more satisfied and motivated workers. Your responsibility is to figure out which combination of enrichment options will lead to increased performance and productivity. On Quiz Bob works in a growing company in the financial services field as a customer support analyst. He feels like he is ready to move into a management position. He approaches his supervisor about promotion opportunities in the company. What does Bob need to do to prepare to talk to his supervisor? What can his supervisor do to encourage Bob and help him develop skills needed to get a promotion? As Employee Keep your skills up to date Seek feedback & make changes Prepare a plan anticipating changes in work. Identify strengths and weakness and how to improve Share your career path plan with the supervisor As a Supervisor Review plan Discuss ways to improve weaknesses and use strengths Assess previous work, technical skills and soft skills Discuss expectations once promoted. On Quiz What are some ways that you have used to develop your career? Mentoring Cross-training on the job Conferences & Seminars Specialty skill training Advanced college degrees
- Will you be able to showcase how you meet these criteria with an employer through your actions or examples?
- Are you sure that what you are saying to the people with whom you work is being understood?
- Listening Receives, attends to, interprets, understands, evaluates, and responds to verbal messages and other cues. Picks out important information in verbal messages. Accurately recalls and summarizes information. Understands complex instructions. Appreciates feelings and concerns of verbal messages. Two-way communication Practices meaningful two-way communication (i.e., speaks clearly, pays close attention and seeks to understand others, listens attentively and clarifies information). Attends to nonverbal cues and responds appropriately. Raise your hand – who remembers the telephone game where you listen and repeat until it goes around the circle – sometimes you get some pretty far-out returning messages. Being able to communicate in any field is about understanding what your customer wants or needs and what you need from them. If you would like to assess your listening skills check out this McGraw Hill self assessment on listening skills http://www.mhhe.com/business/management/buildyourmanagementskills/updated_flash/topic13b/quiz.html They assess your listening skills based upon avoiding, interruption, postponing evaluation, showing interest, maintaining interest and organizing information. It took me about 3 minutes to take the assessment, and about 10 to read the results. On Quiz You are at a local clothing store and a customer comes in and tries to return something but does not have the receipt. You tell her she cannot return it and she started yelling and demanding her money back. What do you do?” POLL What do you do? Maintain eye contact. Maintain a good posture. Gesture: use listening cues, such as nodding. Use correct sounds: sounds like “ohh” and “hmm” can convey understanding and compassion. Use Facial Expressions: this shows that you are emotionally present and filled with interest. Never scowl or roll your eyes Explain the return policy with an appropriate tone of voice Still not happy, would the customer like to speak to a manager What would the manager do? Smile Eye contact Gesture to show you are listening Explain the return policy without annoyance or anger Offer a store credit (or appropriate item per policy) but tell her you cannot refund the money.
- Speaking Participates in group or team discussions. Engages in conversations with co-workers, supervisors, and clients. Expresses/Presents information to individuals or groups taking into account the audience and the nature of the information (e.g., technical or controversial); speaks clearly and confidently; information is organized in a logical manner; speaks using common English conventions including proper grammar, tone and pace; tracks audience responses and reacts appropriately to those responses; effectively uses eye contact and non-verbal expression. Can have a two-way conversation building on information obtained during the conversation. Rajesh from Big Bang Theory can’t talk to women unless he has had a cocktail. Persuasion / Influence Influences others; persuasively presents thoughts and ideas; gains commitment and ensures support for proposed ideas. Supports his/her ideas with data and research versus personal opinion. Is a skilled conversationalist and can successfully engage others in brainstorming and conflict resolution. Uses communication constructively to promote goals not to gossip or cause harm. Exhibit public relations skills to increase internal and external customer/client satisfaction. Tone of voice Projects warmth, confidence, or delight. I speak publicly all the time. I never stop getting nervous before I am about to do a presentation. There are a few things that I have changed over time to help my presentation go more smoothly. Some of the tips are included in this article: http://www.mhhe.com/business/management/buildyourmanagementskills/updated_flash/topic13b/quiz.html Plan appropriately – when I was in Junior High, one of my teachers gave the class this alliteration – the 9 p’s Prior proper planning prevents poor performance at peak panic periods. When you plan your communication, it helps you think on your feet and be able to answer last minute questions. Remember that not all public speaking will be scheduled. You can make good impromptu speeches by having ideas and mini-speeches pre-prepared. It also helps to have a good, thorough understanding of what's going on in your organization and industry. PRACTICE – you have to speak in front of people to be able to speak well. If you want more practice, you might want to join a group like Toastmasters ENGAGE w YOUR AUDIENCE – ask leading questions, speak with purpose, and slow down, don’t just read verbatim, try to work from key words on cue cards or memorize. PAY ATTENTION TO BODY LANGUAGE – stand up straight, look people in the eyes, smile, don’t lean on one leg or the podium, and don’t cross your arms to close yourself off to the audience. THINK POSITIVELY – Tell yourself that you will do well. Use positive reinforcement or affirmations before you begin. COPE with NERVES – Deep breathing slows your heart rate and helps you feel more relaxed. Even if it is a large crowd, focus on one face at a time. Afterward, watch recordings to see if there is something upon which you might improve. If you speak well in public, it can help you get a job or promotion, raise awareness for your team or organization, and educate others. The more you push yourself to speak in front of others, the better you'll become, and the more confidence you'll have.
- Because you cannot see the other person you must be especially careful about how you handle a phone conversation, especially with someone new who might not know your personality quirks. Phone etiquette – This topic depends upon the type of customer service you are doing. If you are in a call center, there are guidelines to which you must adhere. If you are working at a carry-out pizza place, your customer service will depend upon you getting the order correct and providing the right cost and delivery/pick-up time to the customer. In general, several key components come into play: Diction and tone – people need to understand you. Not everyone will speak the same language, so you may need to speak more slowly, more clearly, you may need to repeat yourself, or you may need to ask a caller to repeat themselves. Because you are not speaking face to face, your tone is how someone will interpret your words. Unless you know someone personally, you should maintain a neutral/positive tone. Polite – ask someone if they are able to hold. If you don't know the answer to a question or have to reference something out of the reach of phone, ask someone if they have the time to hold. If not ask for their number and give them a time frame for a return call from you. And then, call them back. The Golden Rule applies here – treat others as you want to be treated. If you need to transfer a caller, know how to complete the task, let the caller know that you are doing it and if possible stay with the call until someone answers. Listening skills – (notice a theme here) it is difficult to hear what someone is saying if you are speaking at the time. It is compounded when using a telephone for that conversation. Employ the active listening skills, wait until someone is finished speaking before you begin. If you would like to learn more about proper phone etiquette, check this link http://www.voicenation.com/resources/general-resources/article-library/the-complete-guide-to-phone-etiquette.shtml
- Eye Contact Maintains eye contact. Facial Expression Smiles when conversing with others. Uses expressions that show they are emotionally present and filled with interest. Posture Maintains good posture. Gestures Uses listening cues such as nodding. Touch Uses an appropriate handshake or pat on the back/shoulder. In certain work environments and cultures, touch is not appropriate Intensity Communication is not over-the-top and melodramatic. Timing Easy flow of information back and forth (not rushed). Sounds Uses sounds to indicate that you are attending to the other person. Sounds such as “ahhh, ummm, ohhh,” used along with eye and facial gestures, communicate understanding and emotional connection. These sounds can convey interest, understanding and compassion. Space Stands an appropriate distance from the other person. Consider the context of the situation. Some situations are more formal than others. http://helpguide.org/mental/eq6_nonverbal_communication.htm It’s not always what you say, it’s how you are saying it with all of the non-verbal cues listed on the slide. You may be familiar with advice on how to sit a certain way, steeple your fingers, or shake hands just so in order to appear confident or assert dominance. But the truth is that such tricks aren’t likely to work (unless you truly feel confident and in charge). That’s because you can’t control all of the signals you’re constantly sending off about what you’re really thinking and feeling. And the harder you try, the more unnatural your signals are likely to come across. This quote is attributed to many people, but the “eyes are the window t the soul” rings very true with being able to gain clues to what someone is saying to you.
- Who agrees that written communication is often the most mis-interpreted form of communication? Because there is no way to read verbal tones, or body language. Be careful how you write an email or a text unless you know that the person will interpret your message the way you intended it to be understood. Technology Interact and collaborate with peers or others employing a variety of digital environments and media in order to complete workplace projects. Communicate information and ideas effectively to multiple audiences using a variety of media and formats. Contribute to project teams to produce original works or solve problems. Reading Comprehension Select and employ appropriate reading and communication strategies to learn and use technical concepts and vocabulary in practice. Demonstrate use of the concepts, strategies, and systems for obtaining and conveying ideas and information to enhance communication in the workplace. Locate, organize and reference written information from various sources to communicate with co-workers and clients/participants. Evaluate and use information resources to accomplish specific occupational tasks. Use correct grammar, punctuation and terminology to write and edit documents. Develop formal and informal presentations using appropriate media to engage and inform audiences. Develop and interpret tables, charts, and figures to support written and oral communications. These days you are able to do almost everything you need to do from a smartphone. Raise your hand if you use your phone to talk, text, email, facebook, chat, or even video chat. On Quiz When working in the health care field you have to communicate with many different groups of people; you have to be able to effectively communicate with patients, doctors, surgeons, and more. What communication tips would you give to a new employee in the health care industry? POLL Which are appropriate tips? Kind and courteous to patients. Don’t rush when talking. Keep calm with the patient. Facial expression should convey that you are emotionally present. Firm hand shake and/or pat a patients shoulder or back if appropriate. Respect personal space. Write clearly. Speak clearly and be precise – get to the point. Positive body language. Listen closely for accurate recall. Supervisor Provide timely updates on information. Give orders and job duties using a polite tone. Encouragement and praise your staff.
- Gathering and Disseminating Continually gathers data from diverse sources to determine what information employees need to perform their work. Disseminates information to employees in a timely, efficient manner. Keeping employees informed Keeps employees well-informed through a variety of means, including productive and informative group and individual meetings and targeted written communications. Highlights important information in communications and avoids flooding employees with irrelevant information. Updating information Monitors internal and external environments to determine if additional information is required for employees to perform tasks. Informs employees when changes occur that affect them and distributes updated information when necessary. Provides information to peers and subordinates in a timely way that maintains cooperative relationships among people. Raise your hand – Have you ever heard the phrase “Information is power”? What that means, is the one who has the information has power over the person who needs that information. Withholding information from someone so that they can do their job properly is wrong and could be a form of bullying. With a world of information in the palm of your hand, you can do almost anything, but if you don’t know what you don’t know, it can make your career take a down-turn. I often find that oversharing can be a burden as well, but it is better to share news and information and not need it, than to need it and not have it. One resource that we use is http://www.managementstudyguide.com/overcoming-communication-barriers.htm several of the steps they suggest to overcoming barriers include: Eliminating differences in perception: what you understand versus what they want you to understand Use of Simple Language: Avoid ambiguous words and jargon. Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome on priority basis. Active Listening: There is a difference between “listening” and “hearing”. By asking questions the speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by the speaker. Emotional State: During communication one should make effective use of body language to avoid misinterpretation. For example, if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good. Give Constructive Feedback: The contents of the feedback might be negative, but it should be delivered constructively. Proper Media Selection: The managers should properly select the medium of communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication should be encouraged for delivering complex messages. For significant messages reminders can be given by using written means of communication such as : Memos, Notices etc.
- Explaining job duties Clearly explains job duties, responsibilities and priorities; informs employees of the work for which they will be responsible for and helps them establish priorities. Checks to ensure that employees understand duties and responsibilities. Instructing Provides instruction on how to accomplish an assignment. Explains correct and incorrect ways to accomplish task. Provides timely and effective feedback about whether task is being performed correctly. Setting performance goals Helps employees set performance goals. In consultation with employees, sets goals that are clear, specific and attainable. Informs employees of deadlines for goal attainment. Linking tasks to organizational objectives Explains relationship between individual work tasks and overall organizational objectives. Continually rethinks job duties and responsibilities as organizational objectives shift, and communicates new roles and responsibilities to employees as appropriate. Knowing the 5 w’s makes things easier for everyone – who, what, where, when, why and let’s throw in how. POLL http://www.biz-development.com/HumanResources/Basic-Skills/3.16.10.5.Workplace-Management-Clarifying-Roles-And-responsibilities.htm How does clarifying work roles help? You feel ownership of a project. Helps group members identify point of contact or authority. Easier tracking of workflow. Could help resolve differences. POLL http://faculty.washington.edu/janegf/settinggoals.html How can you help employees reach goals? Assign clear, specific goals. Make goals realistic. Be a positive performance model. Be supportive. Express confidence in employee’s abilities. When it boils down to the bottom, how well you communicate determines the success or failure of your team, project or even company.
- Will you be able to showcase how you meet these criteria with an employer through your actions or examples?