Critical Workplace Skills Chapter 5

Objectives Identify techniques to better organize and manage time. 11/24/2018 Objectives Identify techniques to better organize and manage time. Discuss the importance of understanding and managing stress. Understand the difference between positive and negative stress. Define anger management and list ways to control it in the workplace. Describe the benefits to customers of the teamwork approach in organizations.

Time Management Time management consists of identifying activities that must be completed, and then prioritizing those activities so that the most important ones are accomplished first. Time management tools include a personal digital assistant (PDA) or Smartphone.

Plan and prioritize tasks Say “no” to nonessential tasks Time Management Tips Plan and prioritize tasks Say “no” to nonessential tasks Take the time you need Limit distractions Take care of yourself

Difficulty saying “no” Time Wasters Difficulty saying “no” Buried in paperwork Procrastination Not wanting to do the task Interrupting yourself Making the project too big Convincing yourself of defeat

Time Management Quiz Figure 5.1 Page 75

Time Management Suggestions First write down your own personal example After you have finished, compare and contrast your suggestions with those at your table or with a partner

Time Management Packet

Organizational Skills Prepare a monthly schedule. Prepare a file folder for each item on your schedule. Rely on technology. Organize your work area. Manage your communications.

Organizational Skills Case Study

Stress Activity What is stress? Write down responses to each type of stress: Situations that make me Angry Situations that make me Frustrated Situations that make me Worry Situations that make me Happy Situations that take a lot of time Situations that take Money How to cope with those stressors?

Stress https://www.youtube.com/watch?v=WuyPuH9oj CE

Stress Management When left unregulated, stress can be harmful to your emotional and physical health. Conversely, without an edge, you can become apathetic and dull. The key is to find and maintain a personal balance that you can manage at each stage of your life.

Negative Office Chatter The Effects of Stress Burnout Associated with overwork and under-appreciation Causes resentment Negative Office Chatter Wastes time Breeds negativity

Managing Stress Pay attention to yourself. Don’t try to control everything. Alter your lifestyle. Create an outlet. Use relaxation tools daily. Use humor for a well-balanced life.

Positive versus Negative Stress Positive Stress Energizes Motivates Negative Stress Decreases productivity Comes from out-of-control feelings

What do you think? Describe the behaviors of someone you know who is under stress. To what extent do you think a person’s organizational skills have on minimizing or escalating stress?

Stress SOS

How to Motivate an Unenthusiastic Teammate During a weekly team meeting, you notice that one of your co-workers is quieter than usual. He acts as if he does not care to be involved in the team’s weekly sessions. Respond to the statements below by role playing with another student what you might say to a team members who suffers from a lack of motivation. 1. Acknowledge your teammate’s value 2. Discover the source of the problem 3. Stress the importance of team harmony

Anger Management Anger is a natural emotion, but when it gets out of control and turns destructive, the result may lead to problems at work, in your personal relationships, and in the overall quality of your life. Learn to recognize signs you are becoming angry and take positive actions to calm down.

What do you think? When you are angry, what steps do you take to manage it?

Teamwork What does teamwork show customers? The company is organized. Everyone is moving toward a common goal. To promote teamwork, CSRs need to: Focus any negative feedback on a specific task, not on a co-worker’s personality. Compliment a teammate when he or she is observed doing something well.

Stress management/anger management teamwork presentation With a randomly chosen group, you will be creating a presentation on stress management or anger management and creating an activity for the entire class to join in on to help reduce stress/anger