1. 4.1 REVIEW Hearing VS Listening 3 Types of Listening Sympathetic Listening Critical Listening Creative Listening

2. REVIEW... 4 Ways to speak informally – Make Contact w/ Others-Exchange Info – Influence Others- Solve Problems 3 Ways to speak formally – To Inform- To Entertain – To Persuade

3. REVIEW... Things to consider when preparing a speech 3 Ways to control Stage Fright – Build Confidence- Be Well Prepared – Practice

4. REVIEW... Horizontal Communication Upward Communication Downward Communication + / - of Email

5. REVIEW... Human Relations Ways to Improve Human Relations Empathy Dogmatic Statements

6. Employee Expectations Follow all work rules Have a positive work attitude Have a LOW absenteeism rate 4.2

7. Work Rules Unwritten Work Rules: – Rules that are common sense and should not need to be written down or verbalized – EXAMPLES? Written Work Rules: – Rules that are posted in employee work areas or found in an employee handbook or manual – EXAMPLES?

8. Work Attitudes Ways to Create a Favorable (Good) Impression with your Customers – Remember the Customer’s Name – Make an unusual effort to help (Extra Mile) – Demonstrate product knowledge, enthusiasm, and interest in the customers – Show concern for the quality of your products/services – Care about the customers and their needs – Listen to customer complaints – Take pride in yourself and the work you do

9. Absenteeism 60% 20% 10% -Serious/chronic illness, injury, family emergency -Short-term illnesses (flu), work-related accidents, personal problems -Minor illnesses (colds), did not come to work due to bad attitude about their job -“Pretend” illness Employers worry about the last 20% the most

10. Absenteeism cont’d Voluntary Absence Syndrome: the last 20% of absences What could happen if the employers don’t take action on these last 20%? How can being absent affect the work relationship with your co-workers? How can being absent cost your business money?

11. Maslow’s Hierarchy of Needs Self-Actualization Food, Shelter, & Clothing Safety & Security Love & Belonging Self-Esteem

12. Herzberg’s Two-Factor Theory Hygiene Factors – Job elements that are missed when absent but do not add to job satisfaction when present – EXAMPLES: Fringe benefits (insurance, discounts, educational reimbursement), workplace environment Motivators – Elements that increase your job satisfaction – EXAMPLES: Responsibility, personal growth, achievement, challenging work

13. Results of Job Satisfaction Increased Productivity – More productive when motivated Self-Esteem & Self-Actualization – Do your best in order to receive praise & recognition from others Rewards & Opportunities – Motivated through praise & reinforcements (pay raises, more opportunities, etc.)