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Workplace PrinciplesChapter 2

• “Getting to Know Yourself”

• Section 2.1 is about Decision Making

• Section 2.2 is about Setting Lifestyle Goals

Chapter Objectives

• Name the seven steps in the decision-making process.

• Explain how to use the decision-making process to choose a career.

• Determine your values, interests, aptitudes, and abilities.

• Explain the importance of a good self-concept in choosing a career.

• Identify your personality and learning styles and match them to career choices.

Key Terms

– decision-making process– lifestyle goals– values– data– aptitude– ability– personality– self-concept– learning styles

• Academic Vocabulary– affect sequence– examine

Section 2.1 Summary

• Good decisions take careful thought and planning, especially if they are important decisions such as making a career choice. Making decisions is easier if you follow a decision-making process, which is a series of steps that can help you identify and evaluate possibilities and make a good choice. There are seven steps in the decision-making process: define your needs and wants, analyze your resources, identify your choices, gather information, evaluate your choices, make a decision, and plan how to reach your goal.

Developing Professional Skills

• Identifying Technical Skills

• Developing Knowledge Skills

• Developing Personal Qualities

• Developing Interpersonal Skills

• Displaying Ethical Behavior

• International Human Relations

Identifying Four Basic Workplace Skills

• Resources– Identifying, organizing, planning, allocating

• Information– Acquiring, evaluating, organizing, maintaining,

interpreting, communicating

Identifying Four Basic Workplace Skills (continued)

• Systems– Social, organizational, technological

• Technology– Selecting procedures, tools, or equipment

including computers and related equipment

Basic Knowledge Skills

• Thinking

• Reading

• Writing

• Mathematical operations

• Listening

• Speaking

Basic Knowledge Skills (continued)

• Thinking skills– Creative thinking– Decision making– Problem solving– Knowing how to learn– Reasoning

Developing Personal Qualities

• Be responsible– Accepting assigned duties

• Be dependable– Having consistent and reliable behavior

• Be a self-starter– Taking the initiative to begin a task

Developing Personal Qualities (continued)

• Developing a positive self-esteem• What is self-esteem?

– The value you place on yourself as a person• Don’t be a doormat for others or a “YES-Man”• Time Quadrants

– The opinion you believe others hold of you– Your strengths and weaknesses– Your social status and how you relate to others– Your independence and ability to be independent

Time Quadrants

• What is low self-esteem?– Viewing one or more things negatively

• What is high self-esteem?– The opposite of low self-esteem. It causes you to

• Have confidence• Be sure of yourself• Have a good attitude toward your ability to succeed



• Ways to feel confident– Believe in yourself– Do not expect to control the circumstances where you

work– Accept the business world is demanding/fast-paced– Be patient, take time to distinguish between

fact/fiction– Accept criticism; in fact; welcome it– Develop a sense of humor


• Be sociable by demonstrating– Understanding – “the deepest need of the

human heart is to be understood.” Listen sincerely. Listen with eyes, heart, ears.

– Friendliness– Adaptability– Empathy– Politeness


• Exhibit self-management– Set personal goals– Monitor your progress– Assess yourself accurately– Exhibit self-control

• Display integrity (reputation) / honesty (trust)– Be sincere and trustworthy


• Project a pleasant personality by– Always maintain composure (poise, control)– Say “no” tactfully when you must– Soothe feelings of an irate customer/coworker by

demonstrating understanding.– Be considerate and tolerant of someone who isn’t

toward you. Don’t take it personal and don’t take sides.

– Exhibit poise under extreme pressure– Be patient and understand people with different

personalities and interests.


• Show your human side by– Have a friendly smile and cheerful “good morning”– Have a sincere, optimistic approach to life– Take the initiative to speak first– Call others by name– Get acquainted with coworkers


• Project a professional image by– Being an educated and skilled employee– Being a team player who contributes valuable ideas– Being a polished individual by dressing professionally

Developing Interpersonal Skills

• Be a team player

• What is teamwork?– Collaboration with another employee(s)

assigned a task which the team must cooperatively work together to arrive at a solution or recommendation

Developing Interpersonal Skills (continued)

• What is your role as a team player?– Take full responsibility for your part of the workload– Study your team assignment and ask for help when

needed– Give helpful criticism when necessary but do so

diplomatically– Share the praise or rewards even though you are the

most deserving– Strive for excellence; be enthusiastic– Make others feel important– Be courteous and show respect but be yourself– Let your personality sparkle enough so others want to

work with you


• Factors that influence team dynamics– Personality styles– Office layout– Team roles– Tools and technology– Process, methodologies, procedures

• Establish team rules


• Recognize individual differences– Be laid back/reassuring to those who worry and are

tense– Show friendliness and warmth to extraverts– Tolerate moments of silence and emphasize things,

ideas, and data to introverts– Appeal to the intellect by discussing topics of

substance with those who are experienced, willing to share, and approach problems with creativity

– Blamers—never solve their own problems


• Learn to work with difficult people– The bully—uses intimidation to gain control– Gossip—goes from person to person spreading

negative rumors– Know-it-all—believes he or she is the expert– Backstabber—wants to discuss problems you are

involved in then talks to others about the problem and you

– Blamer—never solves their own problems; believes someone else caused them


• Understand conflict resolution– Agree to come together voluntarily and

privately– Agree to work cooperatively– Agree to keep what is said confidential– Agree on ground rules– Agree to listen to other person


– Gather information about key issues– State your position while other listens– Restate other person’s position as you believe

it to be– Agree to what he or she can do to solve the

problem– Draw up an agreement providing each a copy


• Teach others– Be patient– Recognize some learn by doing; others by hearing– Teach in short segments– Always review before you begin a session– Always summarize when you end a session– Don’t view others’ learning as a threat to your job


• Offer exceptional customer service– Smile and be friendly– Offer to help before being asked– If you can’t help, locate someone who can– If the person is upset, let him or her vent frustration,

then show empathy and understanding– Go the extra mile


• Exercise Leadership– Communicate clearly and effectively your position on

certain matters, persuading or convincing others, and responsibly challenging existing procedures and policies when necessary

– Realize leaders are made not born– Understand leaders develop through a never-ending

process of self-study, education, training, and experience


• Negotiate effectively– Plan before you begin– Recognize others often ask for more than they

expect– Practice negotiating skills at every opportunity– Be ready to compromise– Display excellent people skills– Be a good listener


• Embrace constructive criticism– To give constructive criticism

• Be genuine

• Always give criticism in private

• Don’t sound threatening

• Focus on the problem, not the person

– To receive constructive criticism• Welcome the criticism

• Listen carefully

• Focus on the problem, not the person

• Understand the relationship between you and the person giving the criticism may be improved


• Respect Diversity– What is diversity?

• Refers to the variety of experiences and perspectives that arise from differences such as:

Race Culture Religion Mental or physical abilities Heritage

AgeGenderSexual orientationOther characteristics


• Keep these thoughts about diversity in mind– Workforce is becoming more diverse– Employers consider diversity good business– State and federal law ensures no employee suffers discrimination– Diversity is not just cultural but encompasses less-visible

differences such as religion and sexual orientation– Sensitivity to others is essential– People have more similarities than differences– Respect, tolerance, and goodwill are the keystones to enjoying

the rich diversity of our world


• Keep confidential information confidential– Refrain from repeating your manager’s opinions– Keep all upcoming announcements confidential– Be careful not to give away information to your friends


• Cope with change– Technology is being continually updated– Competition is increased because the world is a

global marketplace– Businesses are restructuring—making changes within

and without to meet competition– Increased government involvement affects business

activities


• Cope with Stress– Happens because of physical and

psychological response or reaction to events, people, and environment

– How to cope• Wellness programs


• Display Good Manners– Is a desirable social skill– Makes a good impression– Follow guidelines

• How to treat a guest• What are general rules for table settings• How to eat properly• What to do when you finish eating• What are general rules showing good manners

Displaying Ethical Behavior

• What is ethical behavior?– Behavior conforms to accepted professional

standards of conduct– What is right, or more right, in a given

situation– Your values and how you behave in ways that

display ethical values

International Human Relations

• Ask yourself these questions about international employment:– What general traits are expected of an overseas

worker?– What type of adaptation and coping skills do I

possess?– What intercultural communication skills must I

possess?– What traits and skills do I possess to be effective in

an office?– What skills will enable me to understand and

appreciate different social and political cultures?

International Human Relations

• Ask yourself these questions about international employment:– What general traits are expected of an overseas

worker?– What type of adaptation and coping skills do I

possess?– What intercultural communication skills must I

possess?– What traits and skills do I possess to be effective in

an office?– What skills will enable me to understand and

appreciate different social and political cultures?

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