workshop 2 your hired, now what
TRANSCRIPT
YOU’RE HIRED! NOW WHAT?
Basic Job Keeping Skills
WHAT IS YOUR OUTLOOK?
“To be successful you must first fall in love with your work.”
- Sister Mary Lauretta
“Give me a stock clerk who wants to work and I will give you a person who will make history. Give me a person who does not want to work, and I will give you a stock clerk.”
- J. C. Penney
CHANGE
o Inevitable part of life
o Doesn’t have to be scary
o Not always out of our control
RESPONSIBILITY
o CHOICES
o Responding vs. Reacting
o Self-Respect
o Own it!
o Keep commitments
GOOD WORK HABITS
o Earn a living
o Keep your job
o Get a raise/promotion
o Work toward your dream job
• Build skills, experience, credibility
o Feel good about yourself
• Pride in a job well done,
confidence
BEING A GOOD EMPLOYEE
Employees work hard
Products or services
are created
People buy or use
products or services
Employer does well
Employer can pay
employees
WHAT ARE YOUR JOB GOALS?
o Short term
• Ex. “I want to do well in my trial period”
o Mid term
• Ex. “I want a good review and raise at the end of
the year”
o Long term
• Ex. “I want to become a supervisor”
WHAT MAKES A GOOD EMPLOYEE?
Be dependable
Work hard
Be honest
Customer Service
Professional
SAMPLE EMAIL - PROFESSIONALISM
WHAT MAKES A GOOD EMPLOYEE? CONT’D
Team player
Positive attitude
Good communication
Open to improvement
BEFORE YOU START YOUR JOB
o Find out
What types of clothes and shoes are OK to wear?
What items are required (i.e.: ties, safety gear)?
What is not OK to wear?
Are there other policies on appearance that affect
you (i.e.: facial hair, piercings, tattoos)?
Uniform? – How do you get it? Do you launder it
yourself?
FIRST IMPRESSIONS
o Know the dress code
o Be clean and well-groomed
o Get off to a good start
• Plan ahead
• Know where to report
• Know break routine
• Smile, introduce yourself
• Listen and learn
BE A GO-GETTER
o Stay busy
o Volunteer
o Look for ways to do things faster/better
• NOTE: may be good reason for doing things a
certain way
• Faster isn’t always better
o Lead
BE AN INFORMED EMPLOYEE
o Read your manual
o Know what is required of you
o Know your rights
o You have choices
• Are the requirements of the job acceptable to you?
IMPORTANT INFORMATION IN THE MANUAL
o Missing work
o Time and attendance
o Tardiness
o Breaks
o Use of company time and equipment
o Personal cell phone use
o Confidentiality
MISSING WORK
o Responsibility
• Co-workers pick up your slack!
o Miss work for the right reasons
• Good: sick or family emergency
• Bad: hangover or don’t feel like working
o Follow the right steps to call out
o Time off requests
• Know how to request off in advance
TIME AND ATTENDANCE
o How do you clock in to work?
o What is the acceptable time frame?
o Tardiness
• Plan ahead
• Make a weekly schedule
o Breaks
• Alcohol, tobacco or other drugs
WHAT WOULD YOU DO?
Lucy has a chance to go to her favorite team’s
playoff game. So, she asks Mia to switch days
off with her. Mia says she’ll think about it. Mia
had to cover the morning rush alone twice this
week because Lucy was late. And when Lucy
called in sick last week, Mia had to pull a
double shift.
USE OF COMPANY TIME AND EQUIPMENT
o Company equipment
o Personal cell phones
• Don’t abuse the privilege
• Damage organizations reputation
o Misuse of time
• Don’t justify to misuse time
• Keep a log
KNOW YOUR JOB & LEARN IT WELL
o Go to all trainings/meetings
o Ask questions – be patient
• Watch, listen, and learn
o Put service first
• Know who you’re serving
• Be friendly and helpful
• Handle customers with courtesy
BUILD YOUR SKILLS
o Make sure the basics are strong
o Life-long learning
o Take advantage of employer training
o www.employflorida.com
o Local colleges
o Associations affiliated with your industry
WORK TOWARD A GOOD REVIEW
o Know what’s expected of
you
o Ask for feedback
o Work to meet your goals
o Track your own
performance
• Tasks you were assigned
• Positive feedback
• Noteworthy
accomplishments
THE BIG PICTURE
o Work within company norms
o Respect organization
o Balance your role and needs
o Guide your priorities
o Always speak
positively
WHAT WOULD YOU DO?
A former co-worker sends Jade a flirty e-mail at
work. Jade has always liked him and wants to
reply.
a) Reply using my work e-mail, since it’s faster and
more convenient.
b) Reply from work, but use a private online e-mail
account.
c) Reply from home using a private e-mail account.
CONFIDENTIALITY
o Privacy policies
o Know what information is private
o Work belongs to the employer
• Emails and work are not private
o Trust and Respect
THINK ABOUT IT…
How can a lack of confidentiality do serious
damage to a customer?
How can a lack of confidentiality do serious
damage to your employer?
How can a lack of confidentiality do serious
damage to you?
COMMUNICATION/LISTENING
o Build communication skills
o Be a good listener
o Watch what you say and how you say it
o Body language
o Keep messages brief/clear
o Work at writing well
o Phone skills
PROFESSIONAL RESPONSES
What you mean: Tell the caller
“He is out.” “He is not in the office at the moment. Would you like
to leave a message on his voicemail?”
“I don’t know where he is.” “He has stepped out of the office. Would you like to
leave a message on his voicemail?”
“He is in the men’s room.” “He has stepped out of the office. Would you like to
leave a message on his voicemail?”
“He hasn’t come in yet.” “I expect him shortly. Would you like to leave a
message on his voicemail?”
“She took the day off.” “She is out of the office for the day. Can someone else
help you or would you like her voicemail?”
“He doesn’t want to be
disturbed”
“He is unavailable at the moment. Would you like to
leave a message on his voicemail?”
“She is busy” “She is unavailable at the moment. Would you like to
leave a message on her voicemail?”
CUSTOMER SERVICE
o External
o Internal
WHAT IS GOOD CUSTOMER SERVICE?
o First impressions are key
o Courtesy counts
o Build trust
o Build professional
relationship
CUSTOMER SATISFACTION
Getting what you expected or even more and
feeling good about the entire experience.
THE DIFFICULT CUSTOMER
Common Reasons a customer may be difficult
Tired or frustrated
Confused or overwhelmed
Defending their ego or self esteem
Never been in a similar situation
Feel ignored
Don’t speak/understand the language
Treated poorly in similar circumstances
In a bad mood
In a hurry/waited a long time for service
EMPATHY
Empathy is simply relating to or trying to
understand how someone else feels
“I’m sorry this happed to you Mr. Smith. I can
certainly understand how that can be
frustrating. Let me see what I can do to help fix
this problem for you.”
REMEMBER:
Respect the customer
Don’t take it personally
Identify the problem and reason
View from their perspective
Focus on problem not person
Empathize don’t sympathize
Stay calm
Keep things in perspective
Encourage small steps
Be professional
Long term change
Be proud of a job well done
Take pride in their satisfaction
COMMUNICATION REVISITED
o Key in customer service
o Pay attention to the customer
o Listen for feelings and reason for them
o Acknowledge their feelings
o Active listening
• Hearing to understand
• Takes practice!
BE PREPARED
Ask your supervisor how you should handle tricky
situations such as:
• “What if I can’t meet the customer’s needs?”
• If the customer is getting abusive, I should…?”
CUSTOMER SERVICE
“This is a story about four people named, respectively, Everybody, Somebody, Anybody, and Nobody. There was an important job to be done, and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did. Somebody got angry about that, because it was Everybody’s job. Everybody thought Anybody could do it, but Nobody realized that Everybody wouldn’t do it. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.”
~Anonymous~
DIVERSITY
o Age
o Ethnicity
o Gender
o Physical abilities/qualities
o Race
o Sexual orientation
o Religion
BARRIERS TO COMMUNICATION
Different Values and beliefs Misunderstandings
Past experiences
FEARAnger
DefensivenessPhysical environmentdistractions
GETTING ALONG WITH OTHERS
o Earn respect of your co-workers
o Be dependable and pull your own weight
o Establish mutual respect
o Be a team player
o Learn to effectively
co-exist
SIMPLE TIPS TO MUTUAL RESPECT
o Share and clean up after yourself
o Treat others with respect
• Value their opinions
o Avoid talking about others
o Help others
o Barriers
• “I’m better than you”
• Jealousy
BEING A TEAM PLAYER
o It benefits everyone
o Get to know your co-workers
o Your supervisor has a big say
o Appreciate your supervisors role
o Take note of your supervisors style of
managing
• Feedback/praise vs. focus on mistakes
• Freedom vs. keep close tabs
WHAT IF I DON’T LIKE MY SUPERVISOR???
o CHOICES
• Weigh your options (staying vs. quitting)
o Get assignments right!
o Keep your supervisor informed
o Keep things positive
TEAM PLAYERS WORK AT GETTING ALONG
o The usual (i.e., friendly, polite, helpful, etc..)
o Respect co-workers time, equipment, supplies
and personal space
o Respect differences
o Give feedback to help improve
o Share ideas/suggestion – not just criticism
o Choose words carefully
o Give praise when due
AVOID PITFALLS
Sharing too much
Gossiping
Bragging
Talking politics/religion
Inappropriate/insensitive jokes/remarks
Using crude/foul language
Work suffers from socializing
Workplace romance
POTENTIAL CONFLICT & DECISION MAKING
o Criticism
o Anger and frustration
o Problems with co-worker
o Personal problems
o Problems with your supervisor
CONFLICT – CRITICISM
o Don’t take it personally
• It’s about the job
o Think long-term
• Choose your battles
o Grab the opportunity
• Opportunity to learn and grow
CONFLICT – ANGER AND FRUSTRATION
o Stop and think
o Get under control
o Solve the problem
o When you have to confront
issues
• Use “I statements”
• Be assertive
CONFLICT – WITH CO-WORKER
o Try to work it out
o Good for the team
o Discuss in private
o Use your communication and problem solving
skills
o If nothing works – go to supervisor for advice
CONFLICT – PERSONAL PROBLEMS
o Leave them at the door
o Talk to supervisor
• Explains temporary change in performance
• May be able to help
• Employee Assistance Programs (EAP)
CONFLICT WITH SUPERVISOR
o Normal to have disagreements
o Pick your battles
o Stay calm
o Provide solutions/suggestions
o Supervisor calls the shots!
o Get advice from Human Resources
o KEEP RECORDS!
DISCIPLINE PROCESS
o Read your manual/handbook
o Understand:
• What you did
• What you need to do in future
• Ramifications
BE A PROBLEM SOLVER
o Identify the problem
o Gather information
o Brainstorm
o Evaluate ideas
o Try the best idea
o Review the situation
SETTLING A DISPUTE
o Each party should
have a chance to
explain
o Negotiate
o Look for
compromise
ATTITUDE
“A happy person is not a person in a certain set
of circumstances, but rather a person with a
certain set of attitudes.”
- Hugh Downs
“Getting people to like you, is only the other side
of liking them.”
- Norman Vincent Peale
ATTITUDE AFFECTS
Your feelings
Your productivity
Your job
Company profits
Co-workers
Customers
Schedules
Accuracy
Work quantity
Work quality
STAY POSITIVE
o Choose how you look at things
o Focus on positive
o Positive thinking
o Positive self-talk
WHAT WOULD YOU DO?
Lee and Jared have been working lots of required
overtime. Lee complains about this both at
work and at home. Jared tries to think about
how it won’t last forever, it’s good for the
company and he’s earning extra money.
TAKEAWAYS
o Learn what’s expected of you
o Work on creating good relationships
o Put the customer first
o Stay positive and
upbeat
o Believe in yourself!
YOU’RE HIRED! NOW WHAT?
Basic Job Keeping Skills