1. What does it all mean?

2. Communication Skills  Communication is the transfer of a message from one person to another. Maybe spoken, written, non-verbal or graphic

3. Communication Skills  The purpose of communication may be to Pass on information Give instructions Explain a process, situation Greet a customer, colleague Ask for help Order materials Organise work for the day

4. Communication Skills  Oral: answer public enquiries Run and or participate in meetings Make a presentation/run an activity or event  Written Write instructions, procedures, reports, newsletter Send emails to colleagues, customers, suppliers

5. Communication Skills  Good communicators Listen attentively Ask questions to ensure the have understood the message Are aware of the context or situation within which communication takes place.

6. Interpersonal Skills  You need to demonstrate that you can solve problems and conflicts with your colleagues and peers that you have in the past been able to build effective relationships with supervisors and management.

7. Interpersonal Skills  how well you interact with other people particularly your ability to understand "cultural" differences and act accordingly. “  Culture" relates to ethnic and social cultures as well as different workplace cultures.

8. Team work A work team’s purpose is to Achieve the goals that meet the needs of the organisation

9. Team work  People in a team may be allocated different tasks. e.g Readers Services team ○ Circulation ○ Shelving ○ Shelf Tidying ○ Display/Activities  Role in that team may change during the work day

10. Team work  Take responsibility for your own performance  Be part of the decision making

11. Teamwork  As a effective team member you need to be able to Work towards a common goal Help and not hinder the team Communicate with others Listen to others Speak to others and present your point of view Please customers Understand that things may not always go your way Accept others ideas Work in a manner that supports other members of the team

12. Customer Service  Help customer to satisfy their need Provide feedback to the customer Consult with customers Build goodwill Provide prompt and courteous customer service

13. Customer Service  Listen and question well  Use appropriate verbal and non-verbal behaviour to find out what the customer needs and how your product or service can best fill these needs  Use problem-solving techniques effectively

14. Customer Service  5 step approach to problem solving Listen be open minded. This is not a personal complaint against you Respond Show concern and apologise for any inconvenience Decide on any action Is the complaint justified; what is the policy; you may need to ask for advice/assistance

15. Customer Service  Take prompt action  Follow up Confirm the problem has been resolved and the customer is happy

16. Conflict Resolution  Present your perception of the problem  Use active listening  Discussion is courteous and non- confrontational  Brainstorm possible solutions  Negotiate a solution

17. Preparing your Resume  Library resources  Job seeking sites Seek, My Future  Office software has resume building templates

18. Finding a Job Advertisement  Seek, My Career Create job alerts  Organisation’s website  Newspapers  Networking, word of mouth

19. Preparing Cover Letter  Address the selection criteria precisely & concisely  If no definite selection criteria include Communication & interpersonal skills, teamwork skills, customer service skills, any special skills, knowledge which are relevant to the position concisely

20. Preparing Cover Letter  Advice is available from The organisation’s “How to Apply” advice Job sites such as Seek etc Other job seeking websites Library resources Always read the organisation’s “How to Apply” information very carefully Make a checklist to ensure you have covered everything.

21. Resume  A resume is a description of your education, paid employment, volunteer activities (including school activities), general interests personal strengths

22. Resume What to include  HINT: Use a resume template as a guide  Include Personal details Name, address, contact information

23. Resume What to include  Employment History Job Title Dates employed Company/Organisation name What you did/responsibilities/achieved

24. Resume What to include  Education Highest level first  Interests, hobbies other skills Include other languages spoken Membership of groups  Referees’ names and contact details

25. Resume- What not to include  Don’t say you have done something that you haven't.  Don’t include anything that relates to your personal life (except contact details).  Don’t include age, height, weight, marital status, number of children, condition of health, or religious or political beliefs (except where religion or political beliefs are important to the position).  Don’t include negative reasons for leaving previous employment such as ‘asked to leave’ (fired) or ‘sick of travelling’.  Don’t focus on any barriers to getting a job.  Don’t make the resume too long.

26. Resume  Your resume is a business document.  Don’t use coloured paper  Don’t use borders or other decorative effects  Don’t include a photo

27. Your Application Always read the organisation’s “How to Apply” information very carefully Make a checklist to ensure you have covered everything. Don’t miss the Closing Date

28. Help with Job Applications  Use websites Seek My Career My Future