1

2

3

Conflict in the Workplace• Is common with any business

– between employees– between management and employees– between an employee and a group– between groups– between companies

4

Conflict in the Workplace• May be caused by numerous situations,

including:– different values and beliefs of employees– different views– poor communication– different goals– personal style difference– results dependent on other employees or

departments– inconsistent managing styles– misuse of power

5

Conflict in the Workplace• Can be resolved through prevention and

management techniques– identify and confront the underlying problems– be honest with management– clarify communication– remain calm– stress cooperation; not competition– keep an open mind

6

Conflict Management as a Leader• Is important for a cooperative environment

– remain impartial and listen to all sides– resolve conflict quickly– compromise in an effort to address all

concerns fairly

7

Conflict Management as a Team Member

• Is necessary in a professional environment– try to understand differing points of view– strive to maintain a positive working

environment, even during conflict– encourage management to resolve conflict

quickly and fairly

8

Ethical Decision Making• Involves the study and examination of moral

and social responsibilities in relation to business practices– questions to help recognize if an action is ethical

• Is it legal?• Is it right?• Is it beneficial?• Could it be publicly known?• Could other employees, managers and family

members respect the decision?

9

Ethical Decision Making• Someone has offered you a stolen recipe

for a product your competition is making. Should you take it?

• One of your new candy bars was marketed to increase energy, but you discover none of the ingredients added provide an energy boost. Although your customers will never know, should you continue to market the candy as an energy bar?

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11

Effective Communication • Requires the following:

– gather thoughts and information before communicating

– take time to calm down if someone is angry or upset

– prepare to give immediate and honest feedback– remember the messages are important to the

person delivering it– try not to intimidate or pressure someone– treat everyone with respect

12

Verbal & Nonverbal Communication

• Can be used to understand and interpret a person’s message

• May contradict each other

13

Verbal Communication• Involves communicating through words • Includes the following:

– tone of voice (inflection) – pitch– volume– emphasis

14

Tone of Voice• Is the raising and lowering of the voice

– can indicate a question by raising voice at the end of message

– can indicate a statement by lowering voice at the end of message

• Can be referred to as inflection

15

Pitch• Is how high or deep a voice is

– can be considered authoritative if a voice is very low

– will get higher when a person is angry

16

Volume• Is how loud or quiet a voice is

– can be too loud and overwhelm a listener– can be too quiet for listeners to hear

17

Emphasis• Is the placing of more impact on certain

words– can change the meaning of the word– can change the context of the word

18

Nonverbal Communication• Involves messages communicated through

body movement• Includes the following:

– eye-contact – posture– personal space

19

Eye-Contact• Is to look at someone while

communicating– is important because it proves the receiver of

the message is paying attention– is hard for one to do if he is shy, nervous or

lacks self-confidence

20

Posture• Involves the body position

– can indicate a person’s mood– can be misinterpreted

21

Personal Space• Is the area allowed between two or more

people– is smaller the closer the relationship– is considered social space when people are

4-12 feet apart

22

Communicating with Different Audiences

• Requires the ability to communicate efficiently with the following:– men and women– people of all ages– people of other nations or cultures

Diversity refers to differences in terms of age, generation, race, class, gender, culture, education, etc.

23

Communicating with Different Audiences

• Requires the following skills:– appreciate the differences– eliminate judgmental opinions– demonstrate empathy– acquire new patterns of behavior and belief – tolerate ambiguity

24

Communicating with Co-Workers

• Co-workers: people who work together– should be treated with equality– should always follow through with

commitments– should never criticize each other in front of

others– should be willing to assist or help each other

25

Communicating with Authority Figures

• Authority figures: bosses, teachers, policemen, coaches, etc.– should be respected– should provide praise and credit to people

who are responsible for the success– should strive for consistency when dealing

with different people

26

Communicating with Elders• Elders: grandparents, parents, veterans,

etc.– have more life experiences; therefore, it is

important to listen and learn from them– should be treated with patience– should be treated with respect and manners

27

Communicating with People from Different Cultures

• Can be a very different experience from listening to people in the same culture

• Requires attention to the following:– translation limitations: words from one

language do not always translate exactly to another

– body language: eye contact, posture and facial expressions carry different meanings throughout the world

28

Passive-Aggressive Personalities

• Suppress their feelings– unmotivated– procrastinate: to put off doing something,

especially out of habitual carelessness or apathy

– stubborn– suppress emotions instead of deal with them

directly

29

Communicating with Passive-Aggressive Personalities

• Example: A co-worker is mad at you for not mailing a letter he asked you to mail. Instead of telling you he is mad, he purposely arrives late to a meeting with you.– passive-aggressive people should be

motivated by encouraging them to work harder and express themselves more

30

Assertive Personalities• Express their opinions in such a way to

avoid offending others– direct– honest– helpful– self-motivated and capable of applying

themselves without having to be forced by others

31

Communicating with Assertive Personalities

• Example: You forgot to mail your co-worker’s letter. You realize what you have done and immediately mail the letter. You apologize to your co-worker explaining it was a simple mistake. You also offer to call the mail recipient and explain why the letter is arriving late.– assertive people are a good balance between

passive-aggressive and aggressive

32

Aggressive Personalities• Cause people to be overly energetic and

forceful with their opinions and requests– impatient– pushy– obnoxious– “wound up” and on the move

33

Communicating with Aggressive Personalities

• Example: Your co-worker asked you to mail a letter for him. Instead of allowing you reasonable time to mail the letter, your co-worker continues to repeatedly ask you if you have mailed it and begins to explain how he would have already mailed it by now.– it is important not to get angry or irritated with

aggressive personalities

34

Writing Skills• Are necessary in order to communicate

effectively• Can be unique to a particular profession

– a teacher may have to tailor his or her writing so a third grader can understand and comprehend what she is reading

– a journalist must use a specific style of writing called AP style

35

Writing Skills• Include having a general comprehension

of basic spelling, grammar and punctuation

Term Definition ExampleNoun a word which

describes a person, place or thing

Michael, New York, chair

Pronoun a word which replaces or substitutes a noun

he, she, they, who

Verb a word which describes an action

bring, read, jump

Adjective a word which describes a noun or pronoun

old, tired, pretty

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Common Grammatical Mistakes

• Include the following:– using run-on sentences– confusing singular and plural words (i.e.,

using improper verb tense)– confusing “a” and “an”– using incomplete or fragmented sentences

37

Sentence Punctuation• Includes the following:

– a period ends a basic sentence– a question mark ends a direct question or

inquiry– an exclamation mark is used to express

urgency or extreme emotion

38

Rules for Commas• Include the following:

– separate elements in a series• one, two, three

– connect two independent clauses• He laughed, but then realized what he had done.

– separate related adjectives• He was tall, dark and handsome

39

Rules for Commas• Include the following:

– avoid confusion• Mostly people, are kind.• Mostly, people are kind.

– separate quotation marks• Marcus asked, “How old is she?”

– distinguish typographical rules• Lincoln, NE• Daniel Sutton, III

40

Rules for Apostrophes• Include the following:

– use to form the possessive case of a singular noun

• add an apostrophe before the s• Juan’s car; Sara’s house

– use to form the possessive case of a plural noun• add an apostrophe after the s• girls’ teams

– use to create contractions• can’t = can not• it’s = it is

41

Common Punctuation Mistakes

• Include the following:– using too many commas– using the wrong punctuation mark at the end

of a sentence– misusing dashes, hyphens and apostrophes

42

Writing Skills• Organization of written papers should include:

– an introduction• a thesis or introductory statement• a roadmap or intended outline

– the body• appropriate transitions• at least three main points• a detailed content and analysis

– the conclusion• a summary of main points• a restatement of the thesis• a concluding statement

43

E-Mail• Is a message transmitted through

electronic networks and arrives at an electronic address (e.g., yourname@someplace.com)– is commonly misused

• sender can appear lazy, rude and uneducated if he does not proofread his e-mail

44

Writing Skills: E-Mail• Includes the following tips:

– do not type in all caps– always put a subject in the subject line– refrain from colors, graphics and fonts which are

hard to read– do not use work related e-mail addresses for social

e-mails– do not forward crude jokes and stories through work

e-mails; e-mails remain in the system even when deleted

– spell check e-mail– always include a signature

45

Speaking• Is the most common way of communicating• Should be organized to be clear and concise• Occasions might include:

– school elections– class presentations– pep-talks– work meetings– job interviews– charity events – award ceremonies

46

Speaking Skills: Speeches• Include the following:

– introduce yourself– understand the audience– be familiar with how the audience feels about

the speech topic– speak slowly– repeat major points

47

Organizing a Speech• Should include the following:

– begin with an “attention getting device,” such as:• story• quote• statistic

– present a roadmap, or outline, of the speech– introduce the main points– discuss each point in detail– cite references when appropriate– provide a general summary of ideas– conclude with an idea similar to the opening

48

Speaking Skills: Telephone• Include the following tips:

– use manners and courtesy– promptly pick up the phone within three rings– answer with “hello” or another formal greeting;

do not answer informally– answer “this is she/he” not “this is her/him”– say goodbye and do not hang-up without

acknowledging the call is over

49

Listening Skills• Are one of the most important aspects of

communicating well• Active listener: letting a speaker know one

is listening and hearing– respectful to the speaker– easier to absorb and understand the

information• Will help people respond specifically,

accurately and honestly

50

Listening Skills• Include the following tips:

– do not make judgments about the speaker which may cloud interpretation of the message

– focus attention on the speaker and away from distractions

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52

Desktop Publishing Software• Is used for composition, layout, editing and

formatting of a document• Can include:

– text– graphics and pictures– templates for letters, calendars and

publications

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Writing & Desktop Publishing Software

• Programs to use include:– Microsoft® Word ®

– Microsoft® Publisher ®

– Adobe® InDesign®

• Popular uses include:– letters– newsletters– calendars– reports and essays– brochures and fliers

54

Presentation Applications• Are used to display information, usually in

the form of a slideshow• Programs to use include:

– Microsoft® PowerPoint®

– Prezi Pro®

– Corel® Presentations• Popular uses include:

– business and educational presentations– photo slideshows

55

Presentation Application Tips• Include the following:

– limit the amount of text on one slide– use bullets to organize information– font size should be at least 24 point– avoid hard to read fonts and colors

56

Spreadsheet Applications• Are a screen-oriented interactive program

enabling a user to lay out data on screen– rectangular table (or grid) of information, often

financial data• Programs to use include:

– Microsoft® Excel®

– KSpread®

– OpenOffice Calc®

– Abykus®

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Spreadsheet Applications• Popular uses include:

– calculating financial information– organizing numerical and textual data– creating charts and graphs

• Tips and features include:– automatic calculations using formulas– combine spreadsheets into a workbook– auto-fill function recognizes patterns in the

spreadsheet

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Database Applications• Are like an electronic filing cabinet• Are a processing system in which data can

be stored, manipulated, reported and managed

• Programs to use include:– Microsoft® Access®

– MySQL®

– Oracle®

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Database Applications• Popular uses include:

– reports and data collection– address books– reservation systems– customer, payroll and employee information– sales and order tracking

60

Database Applications• Tips include:

– sketch your database relationships on paper before creating

– keep track of the relationships between various parts of the database

– integrate formulas to calculate data with ease• Features include:

– grouping, sorting and arranging various types of data– creating multiple reports using the same data– compiling mail merge documents

61

Collaborative & Groupware Applications

• Allow multiple users to work on related tasks at the same time

• Provide an avenue to help users coordinate and keep track of ongoing projects together

• Programs to use include:– Lotus® Notes– Microsoft® SharePoint®

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Collaborative & Groupware Applications

• Popular uses include:– organizing calendars and schedules– databases– reference libraries

• Tips and features include:– allow teams to work on same project from any

location– document sharing– extension to clients, suppliers, etc.

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Operating System Applications

• Are software designed to control the hardware of a computer in order to allow users and application programs to make use of it

• Programs to use include:– Microsoft® Windows®

– Mac® OS– Linux®

64

E-Mail Applications• Include the following computer-based programs:

– Microsoft® Outlook®

– Windows® Live Mail– Mozilla® Thunderbird

• Web browsers may also substitute for the mail client, such as:– Gmail®

– Hotmail®

– Yahoo®

65

Netiquette• Is etiquette or proper behavior in the electronic

environment• Violations include:

– sending an immediate, angry overreaction to an e-mail message

– typing a message in all capital letters– forwarding personal messages without permission– sending a personal message to an entire list of

contacts– sending e-mail messages criticizing others– using emoticons – typed symbols to indicate facial

expressions – in business e-mail

66

E-Mail Privacy• Courts have upheld the right of corporations to

review the e-mail of employees who use company resources to compose and send e-mail messages, such as:– hardware– software– time

• Employees should be sensible in their use of e-mail– do not put in electronic writing anything you would

not want publicly distributed

67

E-Mail Privacy Policies• Have been implemented by many

organizations• Should clearly define an employer’s

expectations about how e-mail should be used by employees

• Should outline conditions for when personal e-mail is acceptable

68

E-Mail Issues• Include the following:

– spam: unsolicited commercial e-mail• uses an inexpensive Internet connection

– worms and viruses• use e-mail as a way of reaching vulnerable

computers

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E-Mail Issues• Also include the following:

– phishing: an e-mail falsely claiming to be an established legitimate business

• attempts to scam the user into providing private information which will be sued for identity theft

• directs the user to visit a bogus website• asks the user to update personal information the

real organization already has, such as:– passwords– credit card information– social security number– bank account number

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Leadership• Is the quality of a person allowing them to

guide, direct or influence people• Characteristics include:

– ambitious– dynamic– persuasive– credible– organized– optimistic

72

Leadership• Is natural for some people, others have to

develop the skills necessary to be a leader• Is an instrumental part of any group or team;

a leader initiates thinking in a group and motivates action

• Helps determine the appropriate way to handle conflict

• Is the ability to recognize different personalities and how to use different methods to relate to them

73

Leadership Styles• Include the following:

– autocratic: makes decisions independently– participative: shares decision-making

authority with others– free rein: empowers employees to function

independently

74

Methods of Leadership• Coach Jones is coaching the softball

championship. He really needs his two best players to play harder. He knows one of the girls is shy and insecure while the other is aggressive and confident. He motivated the first girl by taking her aside and quietly explaining how she can play better. He shouts to the other girl to focus on the game and work harder.– How was Coach Jones a leader?– Why did he treat both girls differently in order to get the

same results?

75

Methods of Leadership• Tom is the manager at a pizza place. He

want his employees to come up with a new slogan idea. No one seems to care or want to participate. Tom offers incentives, such as a raise and a day off to whoever comes up with the idea.– How did Tom motivate his employees?– Was he a good leader?– What other methods might have worked?

76

Teamwork• Helps accomplish goals and tasks

efficiently• Can form naturally• Can form as the result of a collective

interest, such as a soccer team

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Successful Teamwork• Consists of cooperation, compromise and

collaboration– cooperation: each team member offers

assistance and listens to everyone’s ideas– compromise: each team member is willing to

give up an idea of their own to consider or use ideas of others

– collaboration: each team member expands on the thoughts, opinions and ideas of others

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Successful Teamwork• Is accomplished when team members trust

each others• Can be accomplished through the following:

– communicate effectively– demonstrate capability– display concern for other team members– apply fairness to all team members– admit when people are wrong or do not know the

answer– welcome new members with patience and

guidance

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Team Effectiveness• Can be measured by whether the team:

– achieved the goals– accomplished the objectives– were able to give and receive feedback– were able to present the achievements to the

organization

80

Team Effectiveness• Can be measured by whether the team

members:– listen carefully– provide clear and accurate instructions– ask clear questions– understand their individual roles and

responsibilities– communicate in a professional manner– communicate effectively with a diverse audience– react properly during conflict

81

Community Involvement• Includes extra-curricular activities, groups,

clubs and organizations– sports teams– student clubs– service organizations– church groups or local youth groups– choir or other performing groups

82

Community Involvement• Accomplishes the following:

– meet new people, learn new things, build your résumé, learn social skills and discover personal talents

– develop leadership, communication, citizenship and competitive skills

– gain experience with people of varying ages, cultures, socioeconomic backgrounds, attitudes and abilities

– build tolerance

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Assessing Self Accuracy• Helps people identify their strengths and

weaknesses– create a list of accomplishments, how and

why they were achieved– create a list of failures, how and why they

failed• Helps people learn from their mistakes

85

Constructive Criticism• Is evaluative judgment of others• Helps improve people’s work• Should be offered and received• Should be a judgment of a person’s work,

not of a person’s character

86

Types of Goals• Include the following:

– long-term goals: goal set for a year or more• for example: you set a goal your freshman year to

be on the varsity basketball team your junior year– short-term goals: goals set for less than a

year• for example: you set a goal to get an A on next

week’s history quiz

87

Goal Setting• Should be realistic to a person’s

capabilities– On Wednesday, Jenny decides she wants to

tryout for the school talent show where she will sing a song she has never sung before. On Friday, Jenny is upset she did not make it into the show.

• What is wrong with Jenny’s goal?• Did Jenny set a realistic goal?• How might she have better set her goal?

88

Goal Setting• Should be realistic to time

– Jenny only allowed two days to practice her song. If Jenny had decided a month or two before the tryout to start practicing she may have been able to be in the show.

89

Goal Setting• Should include a strategy for

accomplishing the goal– Jenny could have asked her music teacher for

some voice lessons or could have started practicing by joining her church choir.

90

Goal Setting• Should include a method for monitoring

the progress of the goal– If Jenny had realized after a couple of weeks

she was not very good at singing, but really wanted to participate in the show, she could have changed her talent to dancing, which she has been practicing for years.

91

Personality• Is the characteristics of a person including

behavioral and emotional tendencies, personal and social traits, self-concept and social skills

• Is unique to each individual

92

Personality Traits• Include the following:

– introvert: a person who is more comfortable with his or her own thoughts and feelings

– extrovert: a person who enjoys sharing thoughts and ideas with others

– adaptability: ability to adapt to new circumstances, such as a new boss or new coach

93

Personality Traits• Include the following:

– dependability: people can count on someone to do what they are asked, such as return a friend’s library book on time or take a kid brother to school

– responsibility: ability to get tasks done efficiently and effectively such as being able to organize a school trip or fundraiser

94

Personality Traits• Include the following:

– tolerance: ability to handle different people and their different attitudes, such as not judging some one based on their color, race, ethnicity or other demographics

– honesty: ability to be honest with actions and opinions even when wrong, such as a student who admits she cheated on a test even though she could fail

95

Personality Traits• Include the following:

– empathy: sympathetic toward people and showing feeling when someone is hurt, such as listening to a friend when he is upset about the loss of a family member

– courtesy: respecting others in a friendly manner, such as listening to people’s thoughts and ideas without interruption

96

Personality Traits• Include the following:

– self control: ability to control feelings and actions, especially when the feelings or actions could be harmful to the person or someone else, such as somebody not losing her temper when driving because it could result in a car wreck

– respect: ability to show willingness, appreciation and consideration for others, such as being attentive when a teacher is lecturing

97

Ethics• Are the moral rules and values governing

the conduct of a person or group• Force people to make difficult choices

which may not serve their personal best interest but serve the interest of others

• Lead to successful relationships, business and life

98

Ethics• Provide the following rewards:

– respected more in the workplace– trusted by co-workers and peers– admired by family, friends and co-workers

• Reduce people’s chances of making illegal decisions

99

100

Organization• Promotes effectiveness and efficiency• Allows people to stay on schedule• At school:

– color code school subjects – punch holes in loose papers and keep them in

binder– date all work and keep in order– create reminders for homework

101

Organization• At work:

– label all folders– use computer databases– keep phone and work logs– keep all business information in order

• record: information or data on a particular subject collected and preserved

• payroll: the total sum of money to be paid out to employees at a given time

• directory: contains an alphabetical or classified listing of names, addresses and other data

102

Money Management• Is important, but can be difficult• Should be a necessary skill utilized in all

stages of life– write down every dollar spent and earned– budget money for fees and bills– save money for personal items– begin a savings account for future needs

103

Time Management• Refers to how people allocate their time• Requires the ability to prioritize

responsibilities according to importance– school– work– extra-curricular activities– homework– sports practices– social commitment

104

Time Management• Helps organize obligations in order of

importance and allot the most time to the most important obligations

• Allows people to complete all of their tasks

105

Time Management• Can be monitored every day with the

following:– time log: a record of a person’s activities

every minute of the day• used to show people where they spend the

majority of their time• helps people not waste time

– schedule book or calendar• hourly tasks• responsibilities• events and due date

106

107

Research Skills• Are needed to locate, analyze and present

information• Include the following:

– discovering– interpreting– revising– citing

108

Types of Reference Materials• Include the following:

– Internet– magazines– newspapers– encyclopedias– trade publications

109

Internet Research• Popular search engines include:

– Google™– Bing™– Ask.com™

• Tips include the following:– include quotation marks around specific words– use credible and accurate sources– try different combinations of words or phrases– check for accuracy when typing a web address

110

Textbook & Literature Research

• Features include:– glossary: list of terms and definitions used

throughout the book– index: database which allows you to locate a

specific author, title or subject– table of contents: outline or list of available

chapters and sections– appendix: section of supplemental materials

or additional references

111

Bibliography Rules• Include the following:

– list sources in alphabetical order according to author’s last name

• if an author is not given, the entry should be alphabetized by the first word in the item’s title (excluding “A”, “An” or “The”)

– include the page numbers for articles from magazines or newspapers

– include a period at the end of every entry

112

Editorial Research Styles• Refer to the rules or guidelines used to

present information for written material• Refer to specific methods of:

– citing sources– organizing a professional document– arranging pages and information

• Examples include:– APA Style– MLA Style

113

APA Style Guidelines• Were established by the American

Psychological Association• Refer to Publication Manual of the American

Psychological Association• Include the following:

– specifically formatted title page– page numbers and a continual page heading– short overview of the research paper or essay

known as an “abstract”– list of references– follows the author-date method for in-text citations

114

MLA Style Guidelines• Were created by the Modern Language

Association in 1883• Refer to MLA Handbook for Writers of Research

Papers or MLA Style Manual and Guide to Scholarly Publishing

• Include the following:– one-inch margins– works cited page– separate page for end notes– running heading with page number in top right corner– referencing an author’s name in parenthesis at the end

of a quotation

115

Ethics in Writing & Broadcasting

• Identify all possible sources• Ensure the accuracy and validity of

information• Avoid distortions or fabrications• Avoid misleading statements• Avoid stereotyping• Never plagiarize

116

Plagiarism• Is the unauthorized use of information• Includes:

– copying– imitating– giving inappropriate citations– infringing on copyright laws

117

Copyright Laws• Regulate the use of specific expressions or

ideas except by the person or company who generated the idea

• Are identified by the © symbol• Protect a variety of items, such as:

– printed material– art work or pictures– music and audio recordings– software

118

Intellectual Property Rights• Protect the specific rights of inventors,

authors and computer IP holders• Are related to the expression of ideas, not

necessarily the idea themselves• May be shared on an exclusive basis

according to the property rights holder