Customer Service Representative 2 Semester 2 Service Rep 2 - Semester 2 (clean).pdfand an employer....

Customer Service Representative 2

Semester 2


Content Review for:

Section 1 – Seeking employment Chapter 12 Notes (Cooperman): While this course deals with customer service, the following section is applicable to anyone seeking employment in any field, and at any level – whether entry level, mid-management and executive. Your employment attitude and mind-set are essential for you to find employment successfully. Before you begin your job search, it is very important that you understand the job selection process from the employer’s viewpoint. The company’s objective is to sell a product or provide a service and in order to meet this objective, the company must hire employees. Hiring managers want to hire qualified professionals as quickly as possible, and they want to recruit from a large pool of qualified applicants. Throughout your job search, you should focus on the skills, ideas, and qualifications you can bring to a prospective employer. Your objective is to let a business know what you can do for it, not what you would like for it to do for you. THE FIRST STEP The first step in seeking employment is to determine what kind of a job you would like. If you do not carefully think through this question, you may not find a job that will suit your needs. The correct answer to the question, “What kind of job would I like?” is not, “Any job that pays well.” This is a very important point, because the last thing you want is to find yourself in a job that on paper looks great, but in which you are miserable. [See the list of questions you should ask yourself on page 268] A career choice is not an easy decision to make. Your decision should be based on whether the career can bring you both personal and economic satisfaction. You should work in an environment where you enjoy the atmosphere and your job. How an organization treats its staff influences the happiness and fulfillment a worker receives from a job. HOW TO FIND EMPLOYERS You should expand your job search to contact the largest number of potential employers. You should for companies that are expanding, or growth companies, and companies that are stable.

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The following are different places to look for a job: Friends and networks: Contacts through friends are good ways to hear about available positions. You should tell everyone in your network you are looking for a job, as well as you skill set and career level. Also look at your friend’s companies as potential employers. Referrals can be very effective in getting someone in the door. Email, social media networks such as Facebook and Linked-In are also great tools in a job search.

College placement offices, career centers, and job-counseling centers: Most educational institutions have a placement office to assist their students in job hunting. Also, many college campuses have on-campus recruitment or job fairs. When you talk with recruiters, have a copy of your resume with you (a resume is a brief summary of your educational background and experience).

College internships: An internship is a terrific entrance into the job market because it provides an employment experience, an opportunity for working in the desired field, and the opportunity for networking connections. Internships are also a way of getting into a company, and many internships evolve into full-time jobs.

Employment agencies: The purpose of an employment agency is to bring together a job seeker and an employer. Employment agencies screen applicants before referring them to clients because employers do not want to waste time talking with unqualified candidates.

Temporary employment agencies: Working for a temporary employment agency is a way to learn about job openings and gain valuable experience while receiving a salary. Companies like hiring temporary workers because they help out during busy times and avoid overstaffing. This can be a chance to gain valuable experience in a particular field, a method of deciding what kind of a job you want, and an opportunity to meet people in your field.

Part-time employment: A part time job can be several hours a day, or eight hours a few days per week. Part-time employment, while flexible, can have drawbacks because of lower salary, and limited or no benefits.

Newspaper advertisements: The classified ad sections of city and local newspapers can provide the job seeker with information about a wide selection of jobs. Carefully read the qualifications printed for each position. In addition, newspapers generally have online job postings, which are available at the newspaper website.

Job searches through the internet: Another way to search for a job is through the internet. You can find them through career center websites, or the specific companies, or government websites directly. The following are good job seeking websites:

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www.usajobs.gov (government) www.careerbuilder.com (private sector) www.hotjobs.com (private sector) www.9to5.org (national association of working women) www.idealist.org (nonprofit jobs, volunteer opportunities)

LETTER OF APPLICATION

When a resume is sent, a letter of application must accompany it. A letter of application, also called cover letter, should never be sent on the letterhead of your current employer. A cover letter should include the following information:

• The position for which you are applying • Where you heard about the job • Why you think you are qualified for the job • A brief description of your qualifications • A request for an interview

Keep cover letters short, one page. Give enough details in the letter to create interest, but save information for the resume and for an interview – the letter must focus specific attention to your resume. Always remember that your resume must be accurate and truthful; do not exaggerate. Make sure that the letter is addressed to a specific person. If the job announcement does not specify who that is, call the company to find out. Emphasize what you can do for the company, not what you want from the employer. Be sure to include email and phone contact information in your resume so that the employer can reach you. Make sure your phone message (in case you are not available and they call) sounds professional. The time lag between submitting an application and hearing back from your prospective employer can be a few days to months. Unfortunately, many applicants never receive a response or acknowledgement of receipt to the application. REFERENCES Even before you prepare your resume and begin your job search, you should identify at least three people who can serve as your references. This is very important, and can mean the difference in getting selected for a position. When you select a reference, choose someone who knows your work ability, not a family member or friend or neighbor. Also, it is important that your references are more senior than you, and have advanced further than you have in your career. This lends your reference, and you, more credibility. Obviously, these are people who like you, your work, and will say positive things about you. You should seek a reference’s approval, prior to listing them as such, and inform them if they are about to get contacted by an employer.

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http://www.usajobs.gov/

http://www.careerbuilder.com/

http://www.hotjobs.com/

http://www.9to5.org/

http://www.idealist.org/


RESUME Since your resume is the major initial contact a prospective employer has with you, it must convince the employer that you are right person for the job. Research the company prior to sending your resume because your knowledge of the company can influence and alter the writing of your letter of application and resume. Always review the job listing to determine what specific qualifications and skills the employer is seeking, and emphasize those items in your resume. It is very important to understand that employers do not have a lot of time, and while going through piles of resumes they search for key words. Make sure to ask friends and others to review your resume and give you feedback. The standard resume usually consists of seven parts, which will be shown below. A resume prepared by someone who has had several years of work experience or by someone who is returning to the workplace after not working for many years may look very different from the resume of someone who has recently graduated. There are two basic types of resumes: 1) chronological and 2) experience-based. The chronological simply lists in chronological order your background and experience. The experience-based resume focuses on your key job duties and may not include all of the characteristics of a chronological resume. These are good for individuals who have been out of the workforce for a while, and there are gaps in employment, because they highlight experience and skills, and not dates. The seven sections of a resume are:

1. Personal data: This section includes your name, home address, email and phone number, and nothing else.

2. Objective: This should focus on the type of job you are seeking, in line with your career goals. Your objective should be broad, not too limiting, and you should adapt your objective based on the position for which you are applying. (See sample objectives in your chapter reading)

3. Education: List your educational experience starting with the most recent school. 4. Skills: This section includes specific information on select skills. Again, adapt your

resume to highlight those that match the employer. 5. Work Experience: List your work experience and dates of employment with the most

recent experience first. Employers are interested in job duties you performed, so explain the duties of each job that you list. List part-time work. Include volunteer jobs if they are relevant to the type of job you are seeking or if you have minimal paid work experience. Volunteer experience is looked upon favorably by many companies because they appreciate employees who are involved in community activities.

6. Personal interests and/or accomplishments: Whether or not you list your interests is your decision. If you decide to do so, include activities that show that you are able to work productively both alone and as a member of team. Any awards or recognitions that you have received should be listed under accomplishments.

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7. References: You should indicate at the very end of your resume that “References are

available upon request.” Often, when you are being seriously considered for a job, a company will request that you complete and submit an application form. You should make sure to keep a copy of the form for your records. If you have successfully submitted a resume in relation to a job opening and it has impressed the recruiter, you will be asked for an interview. The following section will focus on the interview process and creating your career plan in customer service.

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Section 1 Check-Off

Go through this list of objectives and check off each one that you have achieved. If you see an

objective that you do not feel confident that you have mastered, go back into the textbook and

review the material until you have attained your goal.

_____ I understand the importance of the first step when it comes to finding employment. _____ I comprehend where to find employment, and the multitude of resources available. _____ I understand different types of employment (full-time, part-time, internships,

volunteering). _____ I know what a letter of application, or cover letter is _____ I understand the importance of professional references. _____ I comprehend what a resume is, and the seven typical elements that are included. _____ I understand the importance of the decision on the type of employment to seek, and

that it should be based on whether your career can bring you both personal and economic satisfaction.

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Self-Test

After you have reviewed the assigned readings in chapter 12 thoroughly and checked off all of the objectives on the Check-Off list, you are ready for this Self-Test. Use the links provided in this Study guide to find the answers to this Self-Test. For any missed items, go back into this Study guide for Section 1 and review to determine why you missed the question before you go on to the next section.

1. Hiring managers like to take their time when hiring qualified professionals, that way

they can find the right person. a. True b. False

2. Which question below is one that you should ask yourself before beginning your job

search? a. Do I want a job with a defined path for advancement? b. What benefits are important to me? c. What personal responsibilities will I have to juggle? d. All of the Above

3. Upon going through the application process with a company, your objective is to let

them know what you can do for it, not what you would like for it to do for you. a. True b. False

4. The following statement … is a terrific entrance into the job market because it provides

an employment experience, an opportunity for working in the desired field, and the opportunity for networking connections is an example of which way to get employment.

a. In a part-time job b. Through friends and networks c. College Internships d. Job searches through the internet

5. The following statement … carefully read the qualifications printed for each position in

the classified ad sections is an example of which way to get employment. a. In a part-time job b. Newspaper advertisements c. Through friends and networks d. College Internships

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6. The following statement … Some companies prefer to hire from employee referrals because the current employee has already done the initial screening of the new applicant is an example of which way to get employment.

a. In a part-time job b. Newspaper advertisements c. Through friends and networks d. College Internships

7. The following is important information that should be included in a cover letter:

a. Your birthday b. Why you think you are qualified for the job c. Your favorite hobby d. What type of compensation you expect from this job

8. Which of the following is a good action verb to include in your resume.

a. Helped b. Assisted c. Launched d. Tried

9. The following is a good example of which part of a resume: To obtain a telemarketing

representative position in a forward-thinking company where my background and experience will be utilized.

a. Education b. Work experience c. Skills d. Objective

10. The following is a good example of which part of a resume: Fluent in English and

Spanish. a. Education b. Work experience c. Skills d. Objective

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Content Review for:

Section 2 – Career planning, job interviews, getting hired, and leaving a job Chapter 13 Notes (Cooperman): The personal interview is the most important step in the hiring process. Recruiters used cover letters and resumes to narrow the pool of applicants. If you are being interviewed it is because you are a finalist for a given position. At the interview, you must sell yourself to the employer to be offered the position. Most interviews are scheduled by telephone, and some companies conduct a telephone interview prior to an in-person interview. If you have a desired company you want to work for, you may want to interview with other companies to “practice” prior to interviewing with your target company. After your interview appointment has been set, you should have the following information handy: name of company, address, time and location of interview; name of the interviewer; background information on the company. On this last point, it is very important that you research the company you are interviewing with, and that they see during the interview that you done your research. The company websites are usually your best resources to research current information about a company’s mission, their products or services, their organizational structure, staff and board of directors, etc. While telephone interviews are usually preliminary, they are just as important as in-person interviews. You should prepare for them, make sure you are in a place where your phone has good reception and there are no distractions (such as television, children). Also take notes during the interview. Since you cannot see the person interviewing you, you need to allow them time to take notes and consider your response after you are done talking. While preparing for an interview, after you have done your research, it is good to rehearse your interview with friends or in front of a mirror. DRESS Several years ago, an office clothing transformation began in the technology industry and spread to traditional businesses. The casual atmosphere of the technology industry coupled with the young age of many of the employees changed the way workers dressed in the office. In the past, proper office clothing meant a suit. Consequently, a business suit was appropriate for the interview. Today in many high tech companies, casual attire is the norm. Therefore, a job

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applicant dressed in a suit would be inappropriately dressed. Over dressing for a casually attired company is as much a problem as underdressing for a professionally attired company. To avoid this problem, call the company to inquire about their clothing style, or visit their parking lot to see what the employees are wearing. In essence, your appearance should include:

• Your hair clean and combed • Your clothing neatly pressed • Wear interview appropriate clothing, as per the paragraph above • You should smile and appear rested (make sure to get good sleep prior to the interview)

WHAT TO TAKE WITH YOU

Take as few things as possible to an interview. You will likely be nervous and fumbling with a lot of unnecessary stuff can be embarrassing and distracting. You should take a small briefcase and the following items:

• Pen • Small notebook • Resume (several printed copies on good paper) • List of References • Social security number • Proof of citizenship or work permit • A sample portfolio, which showcases your knowledge, skills, talents and writing abilities.

Examples include letters and memos you have written, reports you have created, surveys you have conducted, and any other outstanding written materials. By creating a portfolio of work samples, you demonstrate to a prospective employer your organizational skills and the quality of work they can expect from you.

THE INTERVIEW Your interview starts the minute you walk through the door. So, make a positive impression from the moment you walk through the company’s front door by treating everyone courteously. You never know who will be asked to evaluate your job suitability. As you wait in the reception area, avoid distractions such as telephone conversations, checking your phone, texting, and simply focus on the interview. Don’t forget, the interview begins the minute you walk in through the door. Interviews may be conducted by one person or a team and may last a few minutes or all day. Most interviewers have techniques that they use to encourage you to answer their questions.

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Some will be very pleasant to help you relax so that you do not realize how much you are telling about yourself. However, other interviewers may be rude or abrasive. The rude behavior may be used to determine how you react in a stressful situation. Some companies have interview screening rounds. If you make the first screening cut, you go to the first interview; if you make the next cut, you go to the second interview, etc. You may also be asked to take an alcohol or drug test as part of the process. Even though interviews can be stressful, you should be upbeat and positive during the interview. When you go to an interview, accentuate your positive skills and talents. Play down weak points, since you will be compared with other candidates and want to show you are the most qualified candidate. [See interview tips on page 295 of your reading] Very important are questions that your interviewer will ask you. Select questions are listed below (for a full list see pages 295-296 or assigned reading):

• Tell me about yourself • Why should I hire you? • Where do you plan to be in five years from today? • Why did you leave your last job? • What are your strengths and weaknesses? • What is your ideal job description? • Are you more comfortable working alone or in a group? • What salary do you expect? • How do you manage stress?

In addition to basic interview questions, some recruiters present a scenario, and the applicant is then judged on the ability to respond quickly to a hypothetical, office-related case study. You may be asked to describe in detail an incident you experienced in the workplace. To prepare for this type of interview question, you should review how you have resolved various problems in the past and be ready. This is a common type of question. Conversely, there are questions that are discriminatory in nature that an interviewer should not ask, and that you do not have to answer. These questions include your age; skin color and race; religion; marital status; number of children you have or if you plan on having kids; ethnic background; credit rating; employment of your spouse; limitations because of gender. During the interview you will probably be given an opportunity to ask questions, probably at the end of the interview. It is encouraged that you ask at least a few questions. Below is a select list of questions you should ask, and questions you should not ask from pages 297-298:

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YOU CAN ASK • Who would be my supervisor? • What duties are most important for the position? • How often would my work be evaluated? • What are opportunities for advancement? • Is this department team-oriented? • What is the next step in the interview process?

YOU SHOULD NOT ASK • What is the salary for the position? • What are the medical and other benefits? • What are the hours? • What are vacation and sick-leave policies?

Keep in mind that potential employers frown upon you asking those questions. When selected for the position, an employer will provide you with an offer that includes all of that information, and it is at that stage that compensation, hours and benefits should be discussed. There are numerous reasons why applicants do not get hired. They include: comes off as insincere; too interested in money and what the place can do for them; poor appearance; impolite; little or no enthusiasm; failure to look at the interviewer in the eyes; lack of skills; no job goals; too nervous; did not smile; overblown ego; demanding personality; no experience; too much job hopping, never staying any place very long; late for the interview; and too aggressive. AFTER THE INTERVIEW You should always send a thank you letter after an interview. A lot of people do not send thank you letters, so this will impress your interviewer. Also, in that letter you want to highlight a few things your interviewer was impressed with about you, or anything you may have forgotten to mention during the interview. If you are offered the job, you should respond quickly, within a few days. You have to decide that this company is your top choice (if you have interviewed with many) and it is at this stage that you negotiate salary and benefits based on the company’s offer sheet. So, when offered a new job, ask to receive a written and signed employment offer that details the starting salary, starting date, and company employment policies. If the job meets your personal and financial requirements you should send a letter accepting the job offer and indicating a starting date. There is important information on different types of benefits from pages 302-304, please review it.

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Chapter 14 Notes (pgs. 316-318) [Cooperman]: The other side of getting a new job is leaving an old job. Unless unemployed when finding a job, you will be leaving your company for a new one. Since considerable time and money is spent training employees, most employees would like their good employees to stay in their job forever. Although employers frown upon job hopping, it is acceptable to change a job after two years. If you leave your job, be gracious and leave on good terms. Do not voice complaints, grievances and past problems. The first person you should tell is your supervisor, before friends and coworkers. It is customary to give an employer two weeks-notice before leaving. A letter of resignation should also be given to your supervisor. The letter should express appreciation and end on a positive note. You should highlight what you learned and how you grew professionally at the position. The costs of employee turnover for a company are high. They include:

• Need for hiring and training new employees • Necessity of covering the duties of the position before a new person is hired • Loss of expertise • Negative effect on current employees and their morale • Clients may leave and follow an employer • Loss of time, knowledge of, and proficiency of ongoing projects

JOB DISMISSAL Sometimes employees are dismissed, or fired, from their job. Traditional reasons for firings are poor work habits and personality conflicts, but often a company’s reorganization plan may result in a change of duties and dismissals. Furthermore, as budgets are reduced, company cost-saving initiatives may trigger layoffs. If you were fired because of problems you could change, you should evaluate the situation carefully and alter your behavior. Also, if a prospective employer later asks why you were fired, you should be honest, and then state how you have gone about fixing the problem. Section 2 Check-Off




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_____ I understand how to prepare for an interview and appropriate dress code. _____ I understand the interview process, telephone and in-person interviews. _____ I understand the questions I can expect, and the type of questions I should and should

not ask during an interview. _____ I comprehend questions that the employer should not ask, and that I do not need to

respond. _____ I understand what to do after an interview, and negotiating and deciding after offered a

job. _____ I comprehend the dynamics of leaving an old job, and also of being dismissed or fired. I

understand that I should leave an old job on good terms. _____ I have a basic understanding of the costs of high employee turnover to companies.

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Self-Test

After you have reviewed Chapter 13 (and selected readings in Chapter 14) thoroughly and checked off all of the objectives on the Check-Off list, you are ready for this Self-Test. Use the textbook and this Study guide to find the answers to this Self-Test. For any missed items, go back into the textbook and this Study guide for Section 2 and review to determine why you missed the question before you go on to the next chapter.

1. Since telephone interviews are preliminary, they are not as important as in-person

interviews. a. True b. False

2. The following is not an item you take to an interview.

a. Small notebook b. Resume c. Notes of all of the research you did to prepare for the interview d. sample portfolio

3. The interview begins when

a. you walk in the door of the company that will interview you b. you send your resume c. you prepare for the interview d. when you sit down in front of your interviewer

4. If your interviewer is being very direct and abrasive, you should simply get up and leave,

or put them in their place. a. True b. False

5. Which of the questions below is not an acceptable question an interviewer can ask?

a. How old are you? b. Where do you plan to be in five years from today c. What are your strengths and weaknesses? d. Why did you leave your last job?

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6. Which of the questions below is not an acceptable question for you to ask during an interview?

a. What are opportunities for advancement? b. Is this department team-oriented? c. What salary does the position pay? d. How often would my work be evaluated?

7. There are numerous reasons why applicants, including coming off as insincere; too

interested in money; poor appearance; impolite; unqualified; and little or no enthusiasm a. True b. False

8. When offered a new job, you should ask for which of the following?

a. Details on the starting salary b. Company employment policies c. Starting date d. All of the Above

9. When you decide to leave a job, the first person you should tell is:, before friends and

coworkers a. Your boss’s boss b. The person in charge of another department, to seek their advice c. Your immediate coworkers d. Your supervisor

10. Which is not a cost of employee turnover to companies?

a. Necessity of covering the duties of the position before a new person is hired b. Opportunity for other employees when a negative and difficult person leaves c. Negative effect on current employees and their morale d. Loss of time, knowledge of, and proficiency of ongoing projects

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Content review for: Section 3 – Career Planning and advancement Chapter 14 Notes (pgs. 309-317 & 320-323) [Cooperman]: It is rare today for an employee to spend a lifetime of work with only one company. You may experience personal changes, while organizations also experience change, and while some companies grow financially stronger over the years, others weaken. When this happens, companies often downsize or lay off employees to reduce costs and remain competitive with other businesses in their industry. Also, to reduce costs, many firms hire independent contractors who are not paid full benefits. This is outsourcing, which is a method of shifting an office function from regular staff to an outside company. The trend to move jobs outside the country is called offshoring; this happens because many office-related jobs can be had outside the country where labor is cheaper. In a rapidly changing business environment, no employee is guaranteed a job. Always be aware of your options for growth, training, advancement, and change. As such, with time your career goals or job duties may change. Moving to a new job can be a lateral (where your duties and responsibilities, and level of responsibility similar to your current job) or vertical (where you accept a position with more responsibilities than your present job) move. Your education should never stop even when you have a job, you should continually upgrade your skills by taking courses, attending seminars, workshops, using DVDs, internet courses, etc., always looking to learn more and improve. When developing your career plan, you should do the following:

• Identify new duties that you would like to perform • List courses you have taken • Summarize knowledge that you have gained • Search for courses that you should take to advance your career • Determine the knowledge that you must obtain through on-the-job training • Set your future goals

Factors that merit considering making a job or career change including having reached your goals, becoming bored and unchallenged at your job, there are personality conflicts with a supervisor or coworkers or financially the position does not pay enough to make ends meet.

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Notwithstanding, you want to develop a reputation for excellence and that you are top level person. [See the list on page 311 outlining different things you can do to be top level performer]. As you establish a reputation for initiative and excellent work, make yourself more visible to management by letting others know about your accomplishments. Indicate commitment to the company and a willingness to grow with the company, informing your supervisor about your desire for advancement and willingness to try other challenging assignments. CERTIFICATES AND ASSOCIATIONS One way to demonstrate your excellence is to pass national tests that document your office skills. There are several organizations that will certify your office skills. Also, Microsoft has developed many software packages that are used in businesses and has created an opportunity for office employees to validate their desktop computer skills. The Microsoft Office Specialist certification is a comprehensive testing program designed to test Microsoft Office skills. Another avenue for advancement in your career is to become a Certified Administrative Professional (CAP), which is a professional title granted only to those individuals who meet the educational-work experience requirements developed by the International Association of Administrative Professionals. RAISES AND PROMOTIONS A raise is an increase in salary, and a promotion brings changes such as better benefits, a preferable job assignment, a more desirable office, a new title, or improved working conditions. A promotion may occur either with or without a salary increase, and a salary increase does not necessarily imply a promotion. A salary increase can be given to all employees to reflect inflation, often called a cost-of-living adjustment, or may be the result of having worked at the company for a fixed period of time. An employee can ask for a salary increase or promotion as a reward for his or her level of performance, or because the employee believes that he or she is being paid less than comparable employees. Before asking for a raise, you should do comparable research on what the job market pays for the duties you perform. Also, keep in mind that salary ranges can vary considerably from one geographic market to another. Before asking for a raise, or promotion, prepare a detailed list of your achievements, including problems that you solved as well as projects you organized, developed and completed. Also, you have to be ready for the possibility that your request may be denied or postponed. Below are select issues to consider prior to requesting a raise or promotion:

• How would you feel if your request is denied? • Would the promise of a raise or promotion in a few months be acceptable for you?

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• What amount is acceptable to you in terms of a raise and what is not acceptable? • What other alternatives would you consider? Would you consider resigning from your

position? • Would an improvement in benefits, a better office, or improved working conditions be

an acceptable alternative for you? If your request is declined, ask why and figure out from your supervisor what additional duties, knowledge and experience you need to meet the requirements for a promotion. If denied, do not resign immediately, there are many considerations to take into account before resigning. Make a list of positive and negative aspects of the job. Below is a select list of questions to ask yourself before leaving a job, if you decide to do that for personal and/or professional reasons. [See full list on page 314]: What do I expect from a new position? Am I satisfied with my current job? Why not? What do I like, and dislike, about my supervisor? What type of projects do I like, and dislike? What should my salary be? Am I satisfied with my job location? What changes would l like to make?

If the reason you are leaving your job is for more money, discuss this with your supervisor because you may be offered a higher salary. In that light, if this is the main reason you look for another job, but otherwise enjoy what you are doing and are offered a job elsewhere, you should give your current company a chance to match their offer. Further, if you do look for a job while you already have one, be very discreet and do not let other coworkers know. Also, if married, you need to take into account the impact of getting a new job (especially if it is in another city) will have on your spouse, and their work and personal situation. WORKING FOR A NEW SUPERVISOR At some time in your career, it is likely that your supervisor will change jobs while you remain the same position. A new supervisor will have different ideas about how to manage situations. You will have to relate to the new supervisor’s operating style and personality, so give yourself time to adapt to the restructured office environment. It is important that you reach out to your supervisor and be clear as to your role and your supervisor’s expectations of you. Also, observe how the new manager assumes responsibilities of leadership. You can learn from observing different managers’ styles and approaches to the problems present in your office. The more you learn from your supervisors, the easier it will be for you to become a supervisor

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or manager. Further, learning what to do and what not to do is important as you observe different leadership styles. BECOMING A MANAGER OR SUPERVISOR If you are in an entry-level position, your goal may be to advance to the position of supervisor or manager. Some businesses have many layers of management, with each level of management responsible for increasingly larger portions of the organization. But whether a person manages a division or just a single project with no employees to supervise, managers at all levels must deal with many of the same concerns – motivating and guiding. A manager’s duties can be divided into several different areas. Selected tasks related to each area is included below (see pages 321-323): Supervise a staff Guide employees during normal daily business activities and through periods of chaos.

Generally, employees want someone to assist them in solving problems. When possible, empower your employees to make decision Encourage employees to work to the peak of their abilities and capitalize on each

person’s strengths Encourage employees to grow, retrain, and update their skills Encourage each employee to become more knowledgeable of company policies and to

grow within the company Be an advocate for your staff If a conflict arises, listen to each employee’s comments before making a decision Create effective teams Encourage competent employees to be acting supervisors while you are on a vacation or

traveling on business Develop departmental plans Support the company’s mission and philosophy Know the company’s written and unwritten policies to ensure that they are properly

followed Identify the human and financial resources required to meet the objectives for next

year’s proposed budget plan

Set goals and deadlines Establish an equitable division of the workload

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Plan work schedules so that all work is completed by the due date. To reach this objective, you must be knowledgeable of the project and have the ability to realistically determine the amount of time necessary to complete a project.

Design, implement, and work within the framework of a department budget Review employee assignments

Implement procedures to improve productivity and customer service Manage department and company resources Mediate office problems Listen to employees’ suggestions, accept the best ideas, and reject less favorable

recommendations without damaging employee morale Inform employees of any changes you anticipate Monitor employee and customer interaction

Hiring and disciplining employees Hiring employees requires selecting the best person for the job Employee evaluation may require the development of assessment forms and a personal

conference with the employee Disciplining subordinates is a difficult job, requiring diplomacy and objectivity. It is easy

to become involved in the personal life of an employee and overlook negative work situations.

A good manager always remembers that excellent employees reflect positively on the manager, the entire department, and the company.

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Section 3, Check-Off




_____ I understand the difference between downsizing, outsourcing and offshoring. _____ I understand the key components to developing a career plan, and that learning never

stops. _____ I know the elements necessary for establishing excellence and initiative at my work. _____ I comprehend difference between a raise, promotion and cost-of-living adjustment. _____ I understand things to consider before leaving a job. _____ I understand the importance of starting off on the right foot when working with a new

supervisor. _____ I understand the dynamics of becoming a manager or supervisor, different duties and

problem solving techniques.

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Self-Test

After you have reviewed Chapter 14 and the web-links provided thoroughly and checked off all of the objectives on the Check-Off list, you are ready for this Self-Test. Use the textbook and this Study guide to find the answers to this Self-Test. For any missed items, go back into the textbook and this Study guide for Chapter 14 and review to determine why you missed the question before you go on to the next chapter.

1. When companies restructure and lay off employees, to reduce their costs and remain

competitive with other businesses, it is called: a. Downsizing b. Networking c. Outsourcing d. Offshoring

2. The acceptance of a new position with more responsibilities than your present job is

called a _________ move. a. lateral b. vertical c. upsizing d. horizontal

3. When developing your career plan, you should do all but which of the following:

a. Summarize knowledge that you have gained b. Search for courses that you should take to advance your career c. Limit your learning only for things that relate to your current position d. Set your future goals

4. ________________is a professional title granted only to those individuals who meet

certain educational-work experience requirements. a. Certified Administrative Professional b. Microsoft Office Specialist c. A letter by your supervisor stating you completed a training d. None of the Above

5. When a salary increase is given to all employees to reflect inflation, it is called

a. Raise b. Promotion c. Certification d. Cost-of-living adjustment

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6. If the reason you are leaving your job is for more money, discuss this with your supervisor because you may be offered a higher salary.

a. True b. False

7. All but which suggestion below will lead to a successful relationship with your new

manager/supervisor? a. Accept the change and decide that you will learn from the new situation b. Let your supervisor know that you are ready and willing to work as part of the

team c. Be sure to tell your new supervisor what your old supervisor would do in certain

situations d. Offer to answer any questions you can to acquaint the supervisor with ongoing

projects

8. The following task: Do not betray employee confidence is indicative of which type managerial duty?

a. Supervise a staff b. Develop departmental plans c. Hiring and disciplining employees d. Implement procedures to improve productivity and customer service

9. The following task: Establish an equitable workload is indicative of which type

managerial duty? a. Supervise a staff b. Develop departmental plans c. Hiring and disciplining employees d. Set goals and deadlines

10. The following task: Monitor employee and customer interaction is indicative of which

type managerial duty? a. Supervise a staff b. Implement procedures to improve productivity and customer service c. Hiring and disciplining employees d. Set goals and deadlines

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Content review for: Section 4 – Management duties continued, business strategies, key characteristics of a quality office employee Chapter 14 Notes (pgs. 324-329) [Cooperman]: PROBLEM SOLVING An important skill for office supervisors is the ability to understand and apply problem-solving techniques. A manager cannot be effective if she or he does not have the ability to solve problems. Problem-solving suggestions include:

• Define the problem • Develop several possible solutions • Analyze and consider each point • Study the ramifications of each possible solution • Consider how the type of problem was solved in the past

DISTANCE MANAGING In today’s technology-driven workplace, employees often work and are managed from a distance. Administrators who telecommute or who manage employees who telecommute have special issues with which to contend. The success of the employee or manager depends on the ability to create a working environment without the traditional walls, office chats, and camaraderie. Suggestions for managing a telecommuting staff include:

• Make sure the telecommuting employee has the proper telecommunications equipment • Employees who telecommute must be kept informed of all office actions but not

overloaded with nonessential information • Check periodically with the telecommuting employee. Always try to be available when

they email or call, and respond quickly. MOTIVATION INCENTIVES Employees should be recognized and rewarded as often as possible. Praising an employee reinforces positive conduct and encourages the employee to succeed. All employees should be praised both privately and publicly. Sometimes it’s difficult to praise a mediocre employee, but

26


when you have the opportunity you should, it could raise their confidence, motivation and performance. The following is a select list of morale boosters, some that require a little money and some do not require any money. [For full list see pages 325-326].

• A morning or afternoon off after completing an important project • Employee of the month award • Pizza party • Invite an employee to a private lunch • Gift of flowers, inexpensive gift from a business trip • Conduct a contest to design the company bumper sticker, mug, or T-shirt contest and

award a prize to the winner • Day at the spa • A small monetary reward or gift certificate • Email to all staff recognizing employee, and place letter of recognition in employee file • Company subsidized time for the employees to work on community projects where they

give back to the community • Company sponsored sabbaticals provide opportunities to study or reinvigorate an

employee WELCOME THE NEW EMPLOYEE One of the responsibilities of the supervisor is to welcome new employees and introduce them to their workplace and coworkers. Making a new employee feel comfortable can help him or her quickly become a part of the team. You should orient the new employee by: providing a tour of the facilities and their department; introduce him/her to the other employees; explain the daily work routine; the department’s goals and objectives; explain the company organizational chart; and explain fire and safety procedures. EVALUATION One of the duties of supervisor is also to evaluate employees’ job performance. Evaluations should be based on realistic criteria, not on subjective thoughts. The supervisor should keep running records of employee successes on file, as well instances where the employee performed poorly or had to be reprimanded. The performance evaluation should rate how well the employee is performing the job duties contained in their respective job description. Prior to completing an employee’s evaluation, the supervisor should review past performance evaluations and compare past evaluations with current performance. While company policy determines how often a review is conducted, standard times for reviews are three months, six months, or yearly.

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A good example of a template employee evaluation form can be found on page 327. BUSINESS STRATEGIES CONFLICT RESOLUTION Conflict resolution is a term often used to describe a process used for solving conflicts. For supervisors, resolving conflicts may be a daily occurrence. Petty disagreements may evolve into long term conflicts if they are not resolved quickly and diplomatically. It is important to learn non-accusatory and constructive approaches to resolving problems. When you resolve conflicts, you should be objective, identify the issue, identify the results each person wants, avoid becoming emotionally involved in the problem, and offer suggestions to resolve the problem. Conflicts can erupt for numerous reasons. Sometimes people bring personal problems into the office and create an environment that creates conflicts with others. Many arguments begin without malicious intent but continue to grow and create a destructive climate. Below are several circumstances that may cause conflicts:

Needs are ignored Needs are incompatible Misperceptions exist Guidelines have not been established People do not listen to what others say People have different ideas People have differences in values and principles

Prior to solving the problem, there must be a clarification of ideas and an identification of hidden conflicts or thoughts. Without this component, the dilemma may never be resolved. The parties need to be open-minded and interested in altering their attitudes. The workplace atmosphere, timing, and comments from involved parties all join together to resolve or ignite a conflict. It is also important that you understand and, if necessary, modify you own behavior prior to attempting to resolve problems in your office. You should ask yourself some of the following questions:

• Do you know when not to express your opinion? • Do you shout when you are angry? • Do you make sarcastic comments? • Do you blame others for your problems? • Can you control your emotions? • Do you overreact to situations? • Do you allow irritation to hinder important business relationships?

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If you are aware of your conflict-management style, you can make changes to improve it so you can make changes to improve it so you will be more successful when working with others. CRITICAL THINKING Critical thinking is a thought process often used to solve problems. In critical thinking, the first step is to define the issue and then to design a creative, preliminary solution to the problem. If the problem is not properly defined, the solution will not resolve the problem and the result will fail. Critical thinking uses an unlimited imagination to create inventive alternatives to problem solving rather than being limited to the obvious solution to a problem. MISSION AND VISION STATEMENTS Companies write mission statements to describe the purpose or reason the company, or organization, is in business. Also, it is very important to reexamine the mission statement periodically because the corporate objectives and policies may have changed. Mission statements are present-based, while vision statements are future-based, or where the company is going. An example of a mission statement is listed below: The Latino Victory Project helps Latinos win election to local, state and federal offices, and advocates on behalf of the Latino community. The Latino Victory Project does this by developing a pipeline of Latino leaders, training and support of candidates, and by building a public narrative on Latino values and influence. http://www.latinovictory.us/MISSION_VISION Related to the mission of the company, is the vision. The vision is broader and longer term. A vision is an aspirational description of what an organization would like to achieve or accomplish in the mid-term or long-term future. It is intended to serves as a clear guide for choosing current and future courses of action. http://www.businessdictionary.com/definition/vision-statement.html#ixzz3UJsVhcKL An example of a vision statement is listed below: "Our [Amazon's] vision is to be earth's most customer centric company; to build a place where people can come to find and discover anything they might want to buy online." (Quoted fromAmazon.com) It is very important that all employees understand and internalize the company’s mission and vision. The norm is that most people who work in a company know the products and services sold, but know very little or are disinterested in the company’s mission and vision. The most successful employees understand their importance, however, which is why they buy into the company, its mission, and as a result become top performers.

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http://www.latinovictory.us/MISSION_VISION

http://www.businessdictionary.com/definition/description.html

http://www.businessdictionary.com/definition/organization.html

http://www.businessdictionary.com/definition/achieve.html

http://www.businessdictionary.com/definition/accomplish.html

http://www.businessdictionary.com/definition/long-term.html

http://www.businessdictionary.com/definition/serve.html

http://www.businessdictionary.com/definition/current.html

http://www.businessdictionary.com/definition/action.html

http://www.businessdictionary.com/definition/vision-statement.html%23ixzz3UJsVhcKL

http://phx.corporate-ir.net/phoenix.zhtml?c=97664&p=irol-faq%2314296


Chapter 1 Notes (pgs. 5 - 8) [Cooperman]: CHARACTERISTICS OF A SUCCESSFUL OFFICE EMPLOYEE An employee who does not think, solve problems, or show initiative requires frequent supervision by the manager, and actually becomes part of the problem. Be sure you always meet deadlines, and don’t make excuses. Fear is a psychological feeling that many employees will experience sometime in their careers. Fear can inhibit your decision-making capability and lessen your ability to show initiative. Often, employees are fearful of: being foolish before their colleagues and supervisor, rejected, dominated by another employee, overlooked by management, fired, or criticized. A successful employee realizes that people have fears but learns to control them. If you have high self-esteem, you will self-confident, have greater opportunity to achieve success, you will be more enthusiastic about your career, your colleagues will believe in you, and you will have insights that will stimulate you into becoming a leader. Additionally, If you have integrity you will have one of the most valued attributes that an employee could have. Integrity combines honesty and reliability, and it simply means that you are someone who consistently does what you say you will do. Another essential skill that all employees need to have to be successful is the ability to get along with others. These are called soft skills, and involve diplomacy. More employees are fired from their jobs because they cannot get along with others than based on their skills level. You can be trained on skills, but your attitude is the most important component you bring to the table. Also, key analytical and communications skills you will need include: listening to and understanding instructions; handling office situations efficiently; handling a crisis in a logical manner; expressing yourself in a clear and concise manner. Essential workplace behavior traits that relate to things you can learn, and your attitude, include (for full list see pages 7 – 8).

• Dependable and loyal • Self-reliant and can work independently • Sincere • Good computer, internet, business and language skills • Tactful • Believes in and has good work ethic • Is neat in appearance • Asks for clarification of a project when necessary

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_____ I know what problem-solving is and its importance for a manager to be successful. _____ I comprehend what distance managing is. _____ I understand employee motivational incentives. _____ I understand how to welcome a new employee. _____ I understand what an employee evaluation is. _____ I understand conflict resolution and critical thinking _____ I understand organizational mission and vision. _____ I understand important human relations skills and work habits.

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Self-Test

After you have reviewed the assigned readings in Chapters 14 (Cooperman) and Chapter 1 (Lucas) thoroughly and checked off all of the objectives on the Check-Off list, you are ready for this Self-Test. Use the textbook and this Study guide to find the answers to this Self-Test. For any missed items, go back into the textbook and this Study guide for Section 4 and review to determine why you missed the question before you go on to the next section.

1. Problem-solving suggestions include all below, but which one:

a. When a problem is too difficult, delegate it to a subordinate b. Define the problem c. Analyze and consider each point d. Study the ramifications of each possible solution

2. The following employee recognition: company-provided home computers belongs to

which category? a. Recognize employees with special privileges b. Recognize employees with food c. Give gifts of recognition d. Communities and growth opportunities

3. The following employee recognition: frequent flyer miles belongs to which category?

a. Recognize employees with special privileges b. Recognize employees with food c. Give gifts of recognition d. Communities and growth opportunities

4. A manager should orient a new employee by doing all of the activities below, except

which one? a. Explain the daily work routine b. Explain the department’s goals and objectives c. Introduce him/her to the other employees d. Invite him/her to come to have drinks after work

5. The performance evaluation should rate how well the employee is performing the job

duties contained in their respective job description. a. True b. False

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6. In relation to modifying you own behavior prior to attempting to resolve problems in your office, you should ask yourself all of the following questions, except which one?

a. Do you know when not to express your opinion? b. Do you shout when you are angry? c. Do you enjoy having lunch with colleagues? d. Do you make sarcastic comments?

7. One of the goals of __________ is to create an accurate statement of the problem.

a. critical thinking b. a mission statement c. distance managing d. motivation

8. A good example below of a company vision statement is:

a. In ten years, our company will be a multimillion enterprise with a presence in 30 markets in 5 countries

b. Our organization delivers outstanding hair products, from quality gel to combs all over the South

c. Our company is the greatest d. We believe in what we do

9. Once you say you will do something, and then you do it is an example of ________.

a. tactfulness b. loyalty c. integrity d. thinking

10. The skills required to get along with others in the office place are called __________.

a. Industry skills b. soft skills c. computer skills d. hard skills

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Content review for:

Section 5 – Tips of the trade Chapter 18 [Cooperman] This final section looks at you specifically, your habits and attitudes, and how you can become a better customer service professional. This section will selectively highlight parts of Chapter 18 that have not been covered in the preceding sections, with the goal of providing you information and tips that can make the difference between you becoming an outstanding professional, as opposed being an average one. The tips listed in this section are simple, but they will have a huge impact on your work performance, your personal confidence, and success in life. PERSONAL HINTS Select personal hints include:

• Prioritize your jobs and constantly review your priorities. • Be a productive member of the team, and a catalyst for innovation. • Look for projects that will spotlight your talents. • Change your mind set to see obstacles as opportunities to succeed. • Have a positive attitude (it shows) and inspire creative thinking and your colleagues • Expect interruptions and do not allow them to irritate you. Interruptions are a daily

occurrence in the life of an office employee. Do not allow them to sabotage your productivity.

• Understand that learning is an ongoing process. Do not limit yourself to what you know today. Learn for the future. Realize that your skills are quickly outmoded and need to be updated frequently.

• Do not become defensive after receiving constructive criticism, accept it and learn from it.

• Conversely, if someone gives you a compliment, accept it (never interrupt) and then say thank you!

• Also, thank those who help you, verbally and especially in writing (email or a card) and even a small gift for someone who really helped, tutored or supported you.

• Join professional organizations so your name will become familiar to business associates inside and outside your company. By increasing your visibility, you may reap the benefits professionally.

• Appearance: let your voice, appearance, and personal characteristics create the stage for your professional image. Different office environments have different dress codes,

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be cognizant of that. However, always dress for your next job or position. For example, if you are assistant manager, then dress like a senior manager. Women should dress professionally while not wearing revealing or very tight clothing, men do not look slovenly; be wary of wearing too much perfume or cologne.

• Dress your age, if you are in your fifties it may not be appropriate to wear clothing similar to twenty year olds, you will look out of place.

• You should slowly and steadily update your wardrobe. • Separate your personal life from work life, and leave your problems at home, and office

problems at the office. The relaxation and stimulation you receive from your personal life will enhance your ability to handle office problems.

• Have fun. It is important to have a sense of humor and a light attitude that makes you likeable and approachable. You spend more time at work than with your family, so encourage a lively and fun atmosphere. Be appropriate, however, with the type of jokes you tell.

MENTORSHIP A mentor is a person who advises and guides. For the mentoring process to flourish, the mentor and the worker (or mentee) must be on the same wavelength. Frequently a mentor is a person who has obtained a position higher than yours and who is willing to provide advice. A mentor can make your career advance more quickly and can steer you in the proper direction when a career choice must be made. Usually, the selection of a mentor is an informal process that happens as a result of an ongoing relationship between two people. Sometimes, however, mentoring is more formal, and some organizations establish mentoring programs for new employees who are guided by a senior employee. One of the major advantages of mentoring is the exposure to new ideas and opportunities. An additional comment, the mentoring or counseling process is vital to success. You should be very selective from whom you seek counsel. Once you have a mentor or mentors, seek their advice often. This applies to everyone, regardless of their position or at what stage they are in their career. As an example, U.S. presidents consistently seek the counsel of experts on different issues they have to deal with prior to making hugely important decisions. HINTS FOR THE OFFICE One of the most important hints for the office is read, watch, listen, and take notes on everything. Pay particular attention to details. If you do not take notes, you will not remember how to do something the next time when the same situation occurs. Also, understand that the majority of people do not take notes consistently, or ever. This automatically sets you apart from most of your coworkers. So, write notes about a project, and most importantly, organize your notes so that you find them later.

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Other important office hints include:

• Be able to give directions to your office, with GPS technology it is easier now but you should have your office’s address and geographic location memorized.

• Be cognizant of employee notification systems in case of emergencies. Typically, the operations manager and his or her team are the point people in case of emergencies – you should have a telephone tree, where employees are given home or personal cellular numbers of the other employees in case of emergencies.

• Never be the first to leave the office, or office events since this gives the impression you are disinterested in your work or dismissive of your colleagues.

• Designate a clean-up or organize-it day, where you and other employees dress casually and clean and organize files, throw out office clutter, etc.

• When you are busy working on a project and a coworker comes and interrupts, politely tell them you are working on a priority project, and will look for them later to chat.

• Address clients by name, this makes a very positive impression on the client. Don’t forget, the sweetest sound an individual will ever hear is their name.

• In that light, keep a business and employee contact list, either a rolodex or database in your computer.

• Keep your work area neat, and your desk area functional for easy accessibility where you are able to quickly locate supplies, project files, etc.

• Proofread everything - memos and letters before emailing or sending them out. Proofread several times, and if it is an important letter, have someone else look at it.

• In any office, but especially small offices, you must be prepared to do a little of everything – especially if someone is absent and there is a key project deadline

PLANNING YOUR DAY You should prepare for your day as much as possible the night before. On page 392 there are numerous important suggestions that make the next day easier. Study them. You should always have a to-do list that includes major as well as minor projects. Computer software can be used to create task lists, and computer calendars can be used to plan your day. Prepare a schedule of work each day listing the projects you will work on, and set realistic timelines for each item. At the end of each workday, spend a few minutes going over what tasks were accomplished, which are pending, and plan your next day. A good suggestion is that you do this at the office in the last five minutes before going home. You should have a pending folder for all items for which you are waiting for an answer, and check that folder every day. Keep your supervisor informed of all deadlines. Set preliminary checkpoints to measure progress. Work toward finishing a project, and submitting deliverables a few days in advance of the final due date. Also, always carry a memory stick, pen, and business cards when you leave the office on business.

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OFFICE POLITICS CONSIDERATIONS It is important that you understand which people in your company establish the company’s goals, set the agenda, and are favored by the company’s top management. Also, always strive to make your supervisor look good in the eyes of clients. If your supervisor is held in high regard, you will also be held in high regard. In the business world, the term chain of command can have many meanings. One use of the term chain of command may refer to a series of people who report to each other as shown on the company’s organizational chart. Other final considerations include:

• Create a buddy system for your department or company. When employees have office-related problems or questions, they will have a buddy to consult.

• Cross training, employees should be encouraged to learn as much as possible about each department and the duties of the employees. Knowledge of other jobs, whether in your department or in other departments, will help you grow professionally and may lead to a promotion.

• Reinforce decisions made at meetings both orally and in written, to confirm consent from the entire group.

• Workload – before you volunteer for a new committee or project, evaluate your current workload. Often, people are optimistic and assume that in the future, they will have more time, so they agree to work on a project. This can be disastrous, you need to be realistic as to what you can actually accomplish.

• Delegate, if possible assign work to other employees. Do not feel you are the only person who can do something right. Delegation is important, especially as you advance to higher management positions.

• Negotiate with your supervisor. Understand your supervisor’s personality and when it is a good time to approach them to discuss an important issue, or something you don’t necessarily agree with. Be diplomatic in your approach, saying something complementary at first, then expressing your point of view.

• Be diplomatic when it comes to turning down an unwanted project and if someone on the team gets a coveted promotion you were also interested in. How you respond to a “loss” will say a lot about you.

• When dealing with an indecisive supervisor, make sure to lay out all of the facts and offer a possible solution. Gently remind them that a decision needs to be made if you are coming up to a deadline.

• If you make a mistake (which happens to everyone) don’t try to hide it or deflect blame to someone else. It isn’t easy, but own it and show you will not make many mistakes twice.

• Don’t forget that your daily habits, preparation and little things make a big difference.

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_____ I understand personal hints. _____ I understand the importance of mentorship. _____ I understand hints for the office. _____ I comprehend critical planning tips. _____ I comprehend important office politics considerations.

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Self-Test

After you have reviewed the select readings in Chapter 18 thoroughly and checked off all of the objectives on the Check-Off list, you are ready for this Self-Test. Use the textbook and this Study guide to find the answers to this Self-Test. For any missed items, go back into the textbook and this Study guide for Section 5 and review to determine why you missed the question before you go on to the next section.

1. If someone gives you a compliment, accept it but play it down and politely disagree to display humility.

a. True b. False

2. Which statement below is not a personal hint:

a. Always be nonjudgmental b. Use sick leave only when you are actually sick, and not just to take a day off c. It is okay to get upset when you are interrupted, if you are working on an

important project d. Use feedback from coworkers to fine-tune your projects

3. A ____________ is someone who advises and guides, and is a professional with more

experience in your field. a. neighbor b. mentor c. customer d. client

4. You can use rumors to your advantage.

a. True b. False

5. Only take notes during important meetings, the rest is clutter.

a. True b. False

6. Which statement below is not a hint for the office:

a. Proofread everything - memos and letters before emailing or sending them out. b. Keep your work area neat, and your desk area functional for easy accessibility

where you are able to quickly locate supplies, project files, etc. c. Address clients by name d. You should only do work related to what is in your job description

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7. Which statement below is not a hint for planning your day the night before:

a. Plan your day first thing in the morning prior to going to work b. Select your clothing and accessories c. Put everything you need into your briefcase d. If you have children, verify they have everything they need

8. Often, people are optimistic and assume that in the future, they will have more time, so

they agree to work on a project is indicative of which final consideration. a. Buddy system b. Workload c. Negotiating with your supervisor d. Delegate

9. Knowledge of other jobs, will help you grow professionally and may lead to a promotion

is indicative of which final consideration. a. Delegate b. Workload c. Negotiate with your supervisor d. Cross training

10. Do not feel you are the only person who can do something right is indicative of which

final consideration. a. Workload b. Be diplomatic c. Delegate d. Cross training

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