3.02 Success in the Workplace

Unlock your career potential with essential workplace skills!

After completing this lesson, you will be able to: demonstrate awareness of workplace essentialsdescribe personal and interpersonal skills necessary for the workplace Workplace Essentials Successful companies and employees know the value of four essential elements: customer service, business ethics, workplace policies, and human relations. In fact, these essentials are often what set apart the best from the rest. BUSINESS ETHICS A bad reputation can kill a career. CUSTOMER SERVICE It takes months to find a customer and only seconds to lose one. RULES AND REGULATIONS Businesses choose policies and procedures that make the workplace more efficient and productive. HUMAN RELATIONS The most successful businesses know that people are the most important asset. Customer Service An angry customer called to complain about a defective product and was sent a replacement free of charge. A customer needs to return shoes that are too small. The online company provided a free shipping label. After receiving a call from an angry and aggressive client, the employee greeted the next customer with a positive attitude Business Ethics An employee receives praise for another employee's work, but he tells the boss who actually deserves the credit. A reporter is offered money in exchange for revealing a source, but she declines the proposition. A company honestly reported its profit loss, which resulted in no bonuses or raises. Rules Regulations Cell phone use is only allowed during an employee's break. Men must wear a suit and tie, and women must wear a dress, a suit, or a blouse and dress pants when in the office. A restaurant does not hire employees less than 16 years old. Human Relations An employee disagrees with his manager about a decision, so he schedules time to discuss the issue and propose an alternate course of action. Employees have been trained to communicate effectively in order to work together and share ideas. A company organizes a picnic as a team-building activity. Let's Get Personal Top 10 Most-Wanted Skills in Potential EmployeesAbility to work in a team structureAbility to make decisions and solve problemsAbility to communicate verbally with people inside and outside an organizationAbility to plan, organize, and prioritize workAbility to obtain and process informationAbility to analyze quantitative dataTechnical knowledge related to the jobProficiency with computer software programsAbility to create and edit written reportsAbility to sell and influence others Relaxed and Comfortable Internal staff who never face the customer may have a more relaxed style whereas a sales team would have a more formal style. Formal Business Attire Employers in the banking, real estate, education, medical, and military fields generally have a strict dress code that all are expected to follow. Ability to pay attention to and interpret what other people are saying Verbal Communication Non-verbal Communication Listening Skills Collaboration Negotiation Problem Solving Decision Making Oral exchange of information; speaking Verbal Communication Non-verbal Communication Listening Skills Collaboration Negotiation Problem Solving Decision Making The act of working with someone to produce or create something Verbal Communication Non-verbal Communication Listening Skills Collaboration Negotiation Problem Solving Decision Making Exchange of information without speaking; i.e. body language or writing Verbal Communication Non-verbal Communication Listening Skills Collaboration Negotiation Problem Solving Decision Making Exploring and analyzing options to make sound decisions Verbal Communication Non-verbal Communication Listening Skills Collaboration Negotiation Problem Solving Decision Making Working with others to find a mutually agreeable outcome Verbal Communication Non-verbal Communication Listening Skills Collaboration Negotiation Problem Solving Decision Making Working with others to identify, define, and solve problems Verbal Communication Non-verbal Communication Listening Skills Collaboration Negotiation Problem Solving Decision Making Do You Have What It Takes? Jeremy's boss has reprimanded him for being late to work. What area does Jeremy need to improve? Collaboration Attire Punctuality Dashawn feels nervous when talking to people he doesn't know, so he looks down and is barely audible. What skill does Dashawn need to improve? Verbal communication Decision-making Problem-solving Tanya has an interview for a summer internship at the courthouse. Which outfit would be most appropriate? A strapless dress with crystals and beading A button-down shirt, pants, and dress shoes Jeans and a t-shirt There has been tension among the girls’ softball team. Some of the teammates can't get along and work together. What skill should the coach work on with the girls? Punctuality Conflict resolution Catching You have completed the reading portion of your assignment. Now, complete the 03.02 Success in the Workplace quiz in Buzz. Once that is complete, you are done with today's assignments. Now work on any missing work you may have, if any.