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429 Publication

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    topic 4 Becoming a Professional session 1 Developing a Professional Attitude

    employee development workshop

    topic 4

    Becoming a Professional

    session 1

    Developing a Professional Attitude

    OUTCOMEParticipants will be able to demonstrate a professional attitude anddisplay self-confidence and sincerity.

    ACTIVITIESDuring this workshop, your group will:

    1 Devise a test for professional attitude.

    2 Discuss how to maintain a professional attitude when doingunpleasant tasks.

    3 Discuss techniques for building self-confidence.4 Discuss sincerity as the basis of a personal style.

    5 Prepare to demonstrate a professional attitude, self-confidence,and personal style on the job.

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    topic 4 Becoming a Professional session 1 Developing a Professional Attitude

    employee development workshop

    STEPS

    1 ASSESSING YOUR PROFESSIONAL ATTITUDE

    Participants devise a test for professional attitude.

    Tell the participants that in this session they will learn aboutdeveloping a professional attitude.

    (If they have completed Topic 1, Session 4, Projecting aProfessional Image, have them recall their role-plays ofprofessional behavior on the job.)

    Ask them to suggest words or phrases that describe theattitude of a real customer service pro at their workplaces.

    Examples: Likable, motivated, confident, persistent,enthusiastic, flexible.

    Record these words/phrases on newsprint for use later

    in this step.

    Suggest to the group that people with the traits they haveidentified are the kinds of people that employers seek, value,and promote.

    (If they have completed Topic 1, Session 5, Knowing Whatthe Employer Expects, remind them of their discussion ofemployer expectations.)

    Then ask:

    Why is a professional attitude important for customer

    service? Why is it important for teamwork?

    Why is it important for decision making on the job?

    Ask how an employer might assess potential employeesattitudes during an application process or job interview.

    For example: How might an employer discover whetherapplicants are motivated or persistent?

    Ask whether their employers asked questions or discussedattitude during their job interviews. If so, how did theyas

    job applicantsdemonstrate their attitude during theinterview? How do they display it on the job now?

    Then ask the participants how displaying a professionalattitude can make them more valuable employees.

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    Tell them that throughout this session, they will work on atest for professional attitude.

    Have them begin by agreeing on the three most importanttraits from the list that they generated at the beginning ofthis step.

    Divide the group into teams of two or three people, anddistribute the first part of the Handout, Assessing YourProfessional Attitude.

    Discuss the model question for assessing flexibility.

    Then have the teams formulate and record a situation, amultiple choice test question, and two to four possibleanswers for one or more of their three selected traits. Have

    the teams base their questions on situations from theirworkplaces.

    When they are finished, have the teams take turns testingthe group on one trait at a time.

    Have them discuss job situations other than those they haveused on the test that require them to display the traits theyhave identified.

    2 PROFESSIONAL UNDER PRESSURE

    Participants discuss how to maintain a professional attitude when doingunpleasant tasks.

    Suggest that maintaining a professional attitude when facedwith menial, embarrassing, or unpleasant tasks is a true test ofa professional.

    Ask the participants to share what they consider their mostunpleasant tasks on their jobs.

    For example: Cleaning the restrooms, chopping onions,retrieving off-site shopping carts, removing dog feces fromthe flower beds, scrubbing the highchair trays used bymessy babies, ringing up personal hygiene or certain

    pharmaceutical items.

    As each unpleasant/embarrassing task is identified, record iton newsprint and have the group suggest ways in which aprofessional attitude could be maintained while the task isbeing accomplished.

    Assessing

    Your

    Professional

    Attitude

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    topic 4 Becoming a Professional session 1 Developing a Professional Attitude

    employee development workshop

    Ask for volunteer partners to role-play for the group bothprofessional and non-professional ways to handle theunpleasant tasks the group has identified.

    When the role-playing is completed, have the participantsdiscuss what part humor, maturity and dignity can play in

    dealing with unpleasant or embarrassing tasks.

    Distribute the second part of the Handout, Assessing YourProfessional Attitude.

    Based on a situation at their workplaces, have the teams fromStep 1 record a multiple choice question that would assessprofessional attitude towards doing unpleasant orembarrassing tasks (item 5 on the Handout).

    3 SELF-CONFIDENCE: BUILD IT UP, SPREAD IT AROUNDParticipants discuss techniques for building self-confidence.

    Point out that self-confidence (trusting oneself to make theright decisions, handling situations with poise) is also closelyrelated to a professional attitude.

    Ask the participants to describe when they feel mostconfident on the job:

    What is their physical appearance when they are confident?

    Does positive feedback affect their confidence?

    Does knowledge and experience with assigned tasks affecttheir confidence?

    Does support of their co-workers and supervisor affect theirconfidence?

    Does what is happening in their lives outside of work (childcare and transportation arrangements, performance in school,physical health) affect their confidence on the job?

    What makes them lose confidence?

    Have them identify a particular situation at work when they

    feel less confident.Examples: when they are asked to do something for the

    first time; when they must deal with a customer differentfrom themselves (older, disabled, different ethnicbackground); when they must use new equipment ortechnology.

    Assessing

    Part 2

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    Distribute the Handout, Confidence Builders, and discussthe tips.

    Have the participants talk about how these tips could helpthem improve their self-confidence in the situations they

    identified above.

    Have them suggest additional techniques for buildingconfidence.

    Ask how developing self-confidence on their current job canhelp them with future jobs.

    How will they need to show confidence in order to meet theircareer goals?

    How might building their confidence on the job help in areas

    of their personal lives?For example: If they are continually greeting customers,could this experience help them be more at ease in social

    situations? Does working closely with co-workers helpthem work well with others on school or family projects?

    Then ask how they can help boost the confidence of co-workers. Of their supervisor? Of their customers (perhapswhen customers are making decisions to buy products orservices)?

    Have the teams from Step 1 return to the Handout,

    Assessing Your Professional Attitude.

    Have them record on the Handout a multiple choicequestion that would assess self-confidence on their jobs(item 6 on the Handout).

    4 STYLE AND SINCERITY

    Participants discuss sincerity as the basis of a personal style.

    Suggest to the participants that in addition to their attitude,

    professionals develop a personal style.Ask them to discuss style (the distinctive way people say ordo things).

    Confidence

    Builders

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    topic 4 Becoming a Professional session 1 Developing a Professional Attitude

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    Referring to the customer service pro they described inStep 1, have them compare this persons style to anotherperson delivering customer service.

    For example: One sales associate might be exceptionallyoutgoing and talkative while another is soft-spoken butequally enthusiastic and helpful; one restaurant worker

    might be exceptionally good with cranky children whileanother persons description of the menu items inspirescustomers to try new dishes and always order dessert.

    (If the idea of personal style as it relates to the job is difficultfor the participants to understand, first ask them to comparethe style of two comediennes or two sports celebrities, or theteaching style of two outstanding teachers or mentors. Orhave two participants discuss and compare their styles onthe job.)

    Distribute the Handout, My Personal Style.Have the participants consider their own styles by answeringthe questions on the Handout. Encourage co-workers to helpeach other define their personal styles.

    Have the participants discuss their answers with the group.

    Suggest that SINCERITY is the basis for developing a styleall ones own, and that ones style should not be feigned, puton, or affected.

    Ask if they can detect when others are being sincere. How?

    Focusing on sincerity, ask the participants for examples ofphrases they use in greeting or taking leave of theircustomers.

    Examples: How are you today? Are you looking forsomething special? What can I get for you? Have a niceday. Please come back.

    Ask why these phrases often sound insincere to customers:

    Is it the words or is it the style in which they are said?

    How can those delivering customer service project sincerity?

    Have volunteer partners demonstrate delivering in asincere and insincere manner the examples of greetings andleave takings.

    Then ask the participants to consider that ones style might beadapted to the type of customer one is serving.

    My

    Personal

    Style

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    Ask them to demonstrate how they might greet the followingcustomers:

    1. A teenager.

    2. An older customer.

    3. A child shopping with a parent.

    4. A person who is obviously in a hurry.

    5. A frustrated customer.

    6. Two friends shopping for recreation.

    Have the participants discuss how a sincere style is related tocustomers needs and priorities.

    (If they have completed Topic 1, Session 1, Identifying andResponding to Customer Needs, have them recall thatresponding to needs and providing a pleasurable experienceare major tenets of customer service.)

    Now have the group record on the Handout, Assessing YourProfessional Attitude, a multiple choice question that wouldassess ones ability to project sincerity (item 7).

    5 REFLECTIONS OF A PROFESSIONAL:

    DISPLAYING ATTITUDE, CONFIDENCE AND STYLE

    Participants prepare to demonstrate a professional attitude, self-confidence, and personal style on the job.

    Referring to the Handout, Assessing Your Professional

    Attitude, ask the participants to briefly summarize what theycovered in this session.

    (They should mention the importance of a professionalattitude, self-confidence, and a personal style based onsincerity.)

    Distribute the Handout, Reflections of a Professional:Displaying Attitude, Confidence, and Style.

    Tell participants that during the next few days, they shouldrecord on the Handout how they demonstrated on the jobwhat they learned in this session.

    Remind them to bring their completed Reflections to anupcoming session to share and discuss.

    Reflections

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    topic 4 Becoming a Professional session 1 Developing a Professional Attitude

    employee development workshop

    ENHANCEMENTSAt the workplace, participants could:

    Share and discuss with their supervisors the completed Handout,Assessing Your Professional Attitude, and ask for their insightabout what it means to possess a professional attitude.

    Administer Assessing Your Professional Attitude to co-workersand discuss professional attitude at the workplace with them.

    Discuss with their supervisors and/or human resources managerswhat questions and techniques they use to assess the attitudes andself-confidence of potential employees. (Participants might ask ifthere are specific reasons why they were hired over otherapplicants for the job.)

    Apply the techniques from the Handout, Confidence Builders,in order to improve their self-confidence in specific worksituations by setting a goal with timelines and, if possible, seekingthe help of their supervisors, co-workers, or mentors in helping

    them reach their goal and assess the outcome.

    Team up with co-workers to eliminate cliches, rote greetings, androutinely-performed interactions with customers that could beinterpreted as insincere or uncaring.

    ALTERNATIVES AND EXTENSIONS

    Participants who missed the session should follow theinstructions on the Handout, Checklist for Those Who Did NotAttend.

    Arrange for a motivational speaker to deliver the session.

    Arrange for a panel of customers to discuss the service andattitudes they expect from those who deliver customer service.

    Throughout the session, participants could identify and describeco-workers, supervisors, or others who display self-confidence,style, and sincerity.

    During Step 3, participants could role-play ways to handleworkplace situations confidently and/or ways to boost self-confidence in others on the job.

    Participants could keep a journal of good days and bad dayson the job and correlate their performance with what is

    happening in their personal lives. This could provide insight intoissues about self-confidence.

    Participants could use the techniques for building confidencefrom Step 3 to improve their self-confidence in areas other thanon the job.

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    ASSESSING YOUR PROFESSIONAL ATTITUDE(PART 1)

    1 FlexibilityQUESTION:Your regular job is filling water glasses and bussing tables. Because thehostess is sick, you are assigned, instead, to take phone reservations, greetcustomers, and show them to their tables. You are uneasy about thechange so you...

    a) Tell the manager that you would rather not.

    b) Discuss with the manager any procedures, tips, or techniques fordoing the job, then try your best to learn everything you can fromthe experience.

    c) Do what is asked but make certain everyone knows how youreally dislike having to change assignments.

    2

    QUESTION:

    a)

    b)

    c)

    d)

    continued on the other side

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    3

    QUESTION:

    a)

    b)

    c)

    d)

    4

    QUESTION:

    a)

    b)

    c)

    d)

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    13continued on the other side

    ASSESSING YOUR PROFESSIONAL ATTITUDE(PART 2)

    5 Attitude Towards doing unpleasantor embarrassing tasksQUESTION:

    a)

    b)

    c)

    d)

    6 Self-ConfidenceQUESTION:

    a)

    b)

    c)

    d)

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    7 Ability to project sincerityQUESTION:

    a)

    b)

    c)

    d)

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    CONFIDENCE BUILDERS1 TALK TO YOURSELF IN A POSITIVE WAY

    Give yourself pep talks.I control what happens to me.

    I know I can do it.

    Speak to yourself with respect.

    I do good work because I want to satisfy myself.

    I like working because I choose to do so and it benefits me.

    Give yourself the type of feedback you desire from others.

    I did a great job handling that diff icult customer.Okay, I made a little mistake ringing up that sale item, but Ive gotthe hang of it now.

    2 SET GOALS FOR IMPROVEMENTConsider situations when you dont feel confident and pinpointthe problem.

    I feel uncomfortable when asked to give feedback to older(younger) customers about how clothes look on them because Imnot sure what their idea of looking good really is.

    Make a plan for improvement that includes a time frame.

    I will observe how other sales associates work with older(younger) customers.

    I will ask my elderly aunt (young nephew) for ideas about whatwould be helpful for older (younger) customers.

    I will remind myself not to stereotype older (younger) people andstrive to treat all as unique individuals.

    I will observe people on the street and models in clothing ads forcues on fashions for older (younger) people.

    I will make a point of assisting older (younger) customers in orderto practice what I have learned and gain more self-confidence.

    After two weeks, I will re-assess my confidence in giving feedbackto older (younger) customers.

    Decide upon and initiate further actions if necessary.

    continued on the other side

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    3 SELECT A ROLE MODELChoose someone, at work or elsewhere, who is confident and well-likedby others to observe and emulate; make your choice based not on thepersons accomplishments but on how that person goes aboutaccomplishing his/her goals.

    Seek advice from someone who is confident and well-liked. Ask forfeedback on your efforts to improve your confidence and skills.

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    MY PERSONAL STYLEConsider your personal style on the job by answering the followingquestions. Pair up with a co-worker who can give you feedback on how youdeal with customers.

    1 What is distinctive about the way I deal with my customers?

    2 What are several words or a phrase that describe how I do mywork and deal with customers?

    3 If I were to observe myself from afar, what is the most interestingaspect of how I perform my job?

    4 In what area of the job do I shine?

    5 If my customers were to describe me and the service I give them,what would they say?

    6 If my co-workers were to describe me and my way of interactingwith them, what would they say?

    7 If my supervisor were to describe me and my way of working, whatwould he/she say?

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    i

    i

    i

    i

    i

    reflections of a professional

    Displaying ATTITUDE, CONFIDENCE,and STYLE

    Topic 4: Becoming a ProfessionalSession 1: Developing a Professional Attitude

    During the next few days, use this Handout to record how you demonstrated aprofessional attitude, self-confidence, and/or sincere personal style in one ormore of the following situations on the job.

    1 By being flexible:

    2 While doing an unpleasant or embarrassing task:

    3 While greeting or thanking a customer:

    4 While learning something new on the job:

    5 Your explanation of another way you displayed a professional attitude,self-confidence, or a sincere personal style:

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    CHECKLIST FOR THOSE WHO DID NOT ATTENDTopic 4: Becoming a ProfessionalSession 1: Developing a Professional Attitude

    During this session, we discussed displaying a professional attitude, self-confidence and sincerity on the job. We devised multiple choice questions forassessing this attitude, and we discussed our personal styles of deliveringcustomer service.

    When you have completed the activities and Handouts, answer this question:

    How can displaying a professional attitude and developing a personal stylemake me a more valuable employee?

    Do the following:

    Complete the Handout, Assessing Your Professional Attitude, by

    identifying three words or phrases that describe a professional attitude.Record the words/phrases on lines 2-4. Using the first questionforflexibilityas a model, record a situation and multiple choicequestions that would test for the three traits you have identified. Onpage two of the Handout, record situations and multiple choicequestions that could assess (5) the ability to handle unpleasant/embarrassing tasks, (6) self-confidence, and (7) the ability to projectsincerity to your customers, co-workers, and supervisor.

    Read the Handout, Confidence Builders, and think about how thetips can help you on the job.

    Consider your personal style on the job (the distinctive way you say ordo things) by completing the Handout, My Personal Style.

    Meet with your facilitator to discuss your work. Then complete theHandout, Reflections of a Professional: Displaying Attitude,Confidence, and Style.

    AttachmentsHandouts

    Assessing Your Professional AttitudeConfidence BuildersMy Personal Style

    Reflections of a Professional: Displaying Attitude, Confidence,and Style

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