Download Adapting to Work

Warm Up
• List and explain/describe 5 ways that you
think you will need to change from your
current self to adapt to working with other
professionals.
Adapting to Work
4.1 Communicating in the Workplace
4.2 Thriving in the Workplace
Lesson 4.1
Communicating in the Workplace
GOALS
• Describe effective communications on the job.
• Explain strategies for effective human
relations at work.
SLIDE 3
Chapter 4
Effective Communication
at Work
• Success on the job depends on good communication
skills.
• Of all the job activities you perform in a day, 80
percent involve communication in one form or
another.
• More than half of all job communication involves
listening and speaking.
• Many job ads list good communication skills as a
must.
SLIDE 4
Chapter 4
Communication on the Job
36%
Listening
20%
Speaking
Writing
7%
24%
Reading
All Other Activities
SLIDE 5
Chapter 4
13%
Listening
•
•
•
•
Hearing vs. listening
Sympathetic listening
Critical listening
Creative listening
SLIDE 6
Chapter 4
Hearing vs. Listening
• Hearing is the process of perceiving sound.
• Listening is an active hearing process that
requires concentration and effort.
SLIDE 7
Chapter 4
Sympathetic Listening
• Sympathetic listening is the ability to perceive
another person’s point of view and to sense
what the person is feeling.
• It is often called empathetic listening.
SLIDE 8
Chapter 4
Critical Listening
• Critical listening is the ability to differentiate
facts from opinion.
• When analyzing information about a product
or service you are considering purchasing, use
critical listening.
SLIDE 9
Chapter 4
Creative Listening
• Creative listening means listening with an
open mind to new ideas.
• Group problem-solving techniques, such as
brainstorming, require creative listening.
SLIDE 10
Chapter 4
Informal Speaking
•
•
•
•
Making contact with others
Exchanging information
Influencing others
Solving problems
SLIDE 11
Chapter 4
Formal Speaking
• To inform
• To entertain
• To persuade
SLIDE 12
Chapter 4
Stage Fright
• Stage fright (nervousness) is a natural and
common reaction.
• Tips for controlling stage fright:
– Build your confidence.
– Be well prepared.
– Practice public speaking.
SLIDE 13
Chapter 4
Communication Flow
in the Workplace
• Horizontal communication
– Occurs among employees of equal rank
• Downward communication
– Flows from higher to lower levels in an
organization
• Upward communication
– Flows from lower to higher levels in an
organization
SLIDE 14
Chapter 4
E-mail Communication
• E-mail is the most common form of
communication in business today.
• Rules of good writing apply.
– Be concise.
– Use correct grammar.
– Proofread.
– Review for clarity before sending.
SLIDE 15
Chapter 4
E-mail Communication
• Advantages
–
–
–
–
• Disadvantages
Fast
Inexpensive
Simultaneous
Easy to learn and use
SLIDE 16
Chapter 4
–
–
–
–
Overuse
No cues from reaction
Lack of privacy
Temptation to use
inappropriately
Human Relations at Work
• Human relations is the art of getting along
with others.
• To be truly competent in human relations, you
need to have a good understanding of yourself
and of others and a genuine concern for their
needs and feelings.
SLIDE 17
Chapter 4
Improve Your Relationships
• Accept differences.
• Treat others as
individuals.
• Empathize with others.
• Praise others.
• Focus on problems, not
people.
SLIDE 18
Chapter 4
• Accept responsibility.
• Avoid dogmatic
statements.
• Treat others as equals.
• Trust others.
• Control your emotions.
Lesson 4.2
Thriving in the Workplace
GOALS
• Describe employer expectations related to
work rules, work attitudes, and work
attendance.
• Discuss two theories of motivation and the
results of job satisfaction.
SLIDE 19
Chapter 4
Employer Expectations
• Employers expect employees to behave in
ways that will help meet the goals of the
business.
• To inform employees of expected behavior,
employers create work rules and policies.
• Employees who thrive in the workplace
exceed these expectations.
SLIDE 20
Chapter 4
Work Rules
• Work rules are the do’s and don’ts of fitting in
successfully and having a positive work experience.
• Unwritten work rules
– Not documented
– Not verbally communicated
• Written work rules
– Posted
– Include in an employee manual
SLIDE 21
Chapter 4
Work Attitudes
• Employees’ work attitudes are important to
employers because they affect morale, output
(production), and public relations.
• A good attitude makes a favorable impression.
SLIDE 22
Chapter 4
Leave a Favorable Impression
• Remember customers’ names and preferences.
• Make an extra effort to be helpful.
• Demonstrate knowledge, enthusiasm, and interest in
customers.
• Display genuine concern for the quality of products
and services.
• Care about people and meeting their needs.
• Listen sympathetically to customer complaints.
• Take pride in yourself and your work.
SLIDE 23
Chapter 4
Absenteeism
• Absenteeism is the record and pattern of
absence rates for workers.
• Businesses must deal with the causes and
effects of absenteeism.
– Types of absentees
– Consequences of absenteeism
– Costs of absenteeism
SLIDE 24
Chapter 4
Motivation and Needs
• All human beings have some needs that are
basic to survival and other needs that go
beyond mere physical existence.
• Unfulfilled needs motivate people to work
toward satisfying those needs.
SLIDE 25
Chapter 4
Maslow’s Hierarchy of Needs
• The model has five levels of need:
–
–
–
–
Level 1: Food, Clothing, and Shelter
Level 2: Safety and Security
Level 3: Love and Belonging
Level 4: Self-Esteem
• Self-esteem is self-respect and recognition from others.
– Level 5: Self-Actualization
• Self-actualization is the need to reach one’s full potential, to grow,
and to be creative.
SLIDE 26
Chapter 4
(continued)
Maslow’s Hierarchy of Needs
• Employment can help satisfy all five levels of
needs.
• According to Maslow, in general, lower-level
needs must be satisfied first.
• Once a need is met, the next higher one in the
hierarchy begins to motivate the person’s
behavior.
SLIDE 27
Chapter 4
Maslow’s Hierarchy of Needs
Level 5 Self- actualization
Level 4
Self-esteem
Level 3
Level 2
Level 1
SLIDE 28
Chapter 4
Love and Belonging
Safety and Security
Food, Clothing, and Shelter
Herzberg’s Two-Factor Theory
• Hygiene factors
– Hygiene factors are job elements that dissatisfy when
absent but do not add to satisfaction when present.
– They include pay, fringe benefits, workplace environment.
• Motivators
– Motivators are job elements that increase job satisfaction.
– They include challenging work, responsibility, recognition,
achievement, and opportunities for personal growth.
SLIDE 29
Chapter 4
Results of Job Satisfaction
• Increased productivity
– Productivity is the relationship between the cost
of paying for workers and the output that is
received from their work.
• Self-esteem and self-actualization
• Rewards and opportunities
SLIDE 30
Chapter 4