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Information Technology Workforce Development Program

Personal Management Skills

AgendaAgenda Item Time

Introductions 9:00 – 9:15

Professionalism 9:15 – 12:00

Lunch 12:00 – 1:00

Perception 1:00 – 3:00

AgendaAgenda Item Time

Introductions 9:00 – 9:15

Professionalism 9:15 – 12:00

Lunch 12:00 – 1:00

Perception 1:00 – 3:00

Objectives

• Understand the importance of creating a professional image on the job

• Learn how to develop your Brand• Gain an understanding of some of the

guidelines in the workplace• Review and discuss the importance of working

well with others in the workplace.

Professionalism

• Overview• Behaviors• Managing your Brand

What is a Professional?

"Professionalism" is a set of behaviors, not a job description

• A professional takes their job seriously• A professional always thinks about how

they could do a better job.• A professional understands how what

they do helps make the company successful.

• A professional shares ideas and has goals.

• A professional helps the people they work with by sharing what they know.

ProfessionalismThere is no such thing as one job that is to be done professionally, and another that is not. It doesn’t matter the size or type, every job can be performed in a professional manner.

Parts of Being Professional

• How you act– Being polite– Speaking clearly– How you treat the

people you work with and your customers

• How you look– Clothing – Grooming

AttitudeThe "magic key" that opens your mind and heart to

better job performance

A positive attitude helps you to:• Consider your job as part of the larger pattern of

your entire organization • Visualize your potential when dealing with other

employees, customers, and clients • Understand how your attitude affects other

people's attitudes and performance

Commitment to Knowledge

• Professionals have a sound knowledge of their company’s: – goals, products, and services – employees, customers, executives – history – future possibilities

• The ability to perform each task so that the organization as a whole is best served

• Look at the big picture rather than just the task at hand

Showing You Are Professional Matters!

• Will give you self-confidence in the job you are doing.

• People you work with will see it and want to work with you

• Customers will want you to take care of them.

• Your boss will want to give you tasks because they will know you’ll get them done.

• You will be successful in the job you do.

Self-Check• What is the magic key that opens the door to better job

performance?

• True or False. Professionals look at just the task at hand rather than the big picture.

• Professionals perform each task so that the _______ is best served.

Professionalism

• Overview• Behaviors• Managing your Brand

Non-Highly Effective Professional Behaviors

• Interrupts others whenever help is needed with individual tasks

• Keeps information the way it's always been, because it is easier

• Changes nothing unless instructed by a manager • Answers each request individually, without

noting patterns or trends • Dreads messages from unhappy customers

because of not knowing what to say

Highly Effective Professional Behaviors

• Exceeds expectations--not just the minimum requirements of the job, but above and beyond what is required

• Awareness--sensitive to the time of others and asks questions at convenient times

• Preparation/Patterns--notices when customers ask similar questions and prepares a thorough response ahead of time

• Difficulties as Opportunities--recognizes messages from unhappy customers as an opportunity to suggest improvements in company policies

• Flexible--is happy to make last-minute changes at the request of a boss or customer, even if it means doing considerable additional work

Activity

20 Minutes

Professionalism

• Overview• Behaviors• Managing your Brand

Your Brand

Made up of:• Your attitude• Your commitment to knowledge• Your behaviors• Your image

Your Image

• The first thing anyone notices about you

• Never have a second chance to make a first impression

Assessing Your Image

How do you see yourself in your job?How do others see you?

Creating your Image

Aim for:• Simplicity • Elegance • Orderliness

Dress for SuccessAre these individuals dressed appropriately?

1. Yes or No?

2.

3.

4.

5.

6.

1.

6.

5.

4.

3.

2.

Even if the environment is casual…

• Still need to look neat, wrinkle free, and conservative

• Be careful with the jewelry• Make sure your hair is clean and

neat• When in doubt, don’t push the

limits!

Remember this…

• People will make a fast decision about whether you are professional, first by how you look and how you greet them for the first time.

• People who first meet you do not know how skilled you are at a job.

• A good first impression is important to your success.

How to Hurt your Image

• Look sloppy

• Disregard grooming

• Wear inappropriate clothing

• Ignore personal habits and hygiene (gum chewing, body odor, bad breath, etc.)

How Improve your Image

• Wear clean, pressed clothing

• Go for a neat and tidy look– Tuck in shirttails

• Buy clothing that fits properly– Not too tight– Not too loose

• Accessorize modestly

But…

• Image is just one of the things people judge you on

• In the workplace you will be judged on your entire BRAND

Selling Your Brand- Activity

20 Minutes

Non-Verbal Communication or Body Language

• Handshake • Laughter • Facial Expressions • Rate of Speech • Posture • Gestures • Eye Contact

Staying Politically Correct Many times it is very hard to stay politically correct

given a very difficult circumstance. However it is important to always be aware of this and never lose focus of it

Try to avoid talking about subjects such as:• Religion• Politics (Democratic, Republican, etc)• Office Gossip• Sensitive Issues (Abortion, Death Penalty, Gay

Rights, etc.)

Professional Communications

• When speaking to a co-worker don’t use language that you would use with someone you know very well. (Too familiar or informal)

• Never gossip! If a person you work with tells you something privately, keep it private.

• Don’t let your co-workers hear you speaking unprofessionally to another person you work with; even if you know one of your co-workers very well ensure you maintain professional when in a work setting.

Communicating at Work

• Everything you say at work will show people a picture of you. Everything you write or say is important. Think first, then speak when:– You are unhappy and want to just tell someone– You haven’t really thought about what you want

to say– You want to criticize another employee, boss or

customer– You are angry

Remember…

Sometimes you need to speak when you don’t want to, and sometimes you shouldn’t speak, even when you want to.

Let’s Discuss

• In the following examples, is this behavior professional? Yes or No?

– Telling a customer what a bad night you had last night?– Wearing headphones, listening to music at work?– Sharing personal information about another employee?– Eating while on the job?– Talking to a family member on the phone when others

can hear you?– Discussing your paycheck with other employees?

Handling Difficult SituationsSituations that require careful consideration and tactful

responses include:

• Supporting your manager when you know he or she is wrong

• Being made the scapegoat for your manager's mistakes • When someone shares negative gossip with you • Having someone at the "top" ask you to do something

you don't agree with • Being asked to correct a co-worker's mistake

Handling Difficult Situations (cont.)

• When a friend and co-worker asks you to share confidential information

• Saying the wrong thing in an important meeting

• Having someone else take credit for your idea • Knowing something that could harm a project

or your company

Practice Role Play- Managing your Brand

Your manager’s boss is upset at you for a mistake he thinks you made. Actually your manager made the mistake but placed the blame on you. How would you handle such a situation?

20 Minutes

Basic Rules: Difficult Situations

• Take a deep breath• Control your emotion• Think positively• Watch your tone• Ask how you can help find the solution (not

the blame)

Section Summary

In this section you learned how to:

• Position yourself as a professional in the workplace

• Improve your professional brand

AgendaAgenda Item Time

Introductions 9:00 – 9:15

Professionalism 9:15 – 12:00

Lunch 12:00 – 1:00

Perception 1:00 – 3:00

AgendaAgenda Item Time

Introductions 9:00 – 9:15

Professionalism 9:15 – 12:00

Lunch 12:00 – 1:00

Perception 1:00 – 3:00

Activity

Introduce yourself from the perspective of your teammates. Describe yourself as you think someone on your team might describe you. Are you the “organized one”? Or “the one who is always on time”?

Why do you think others perceive you in this way?

How Perceptions Can Affect You

“Right or wrong, accurate or inaccurate, the way other people perceive you is reality….for everyone but you. If three people think you’re rude, what is the reality for those three people? Regardless of how great a person you may be, the reality for those people is that you are rude. No matter how they formed that opinion…it’s the reality.”

an image of you that others have formed based on their observations and interactions with you

Passive Observation

Interest Act Content Judgment

Psychology of Perception

The Johari Window

I. Area of Free Activity

II. Blind Spots

III. Avoided or Hidden Areas

IV. Area of Unknown Activity

46

Known to Self Not Known to Self

Known to Others

Not Known to Others

Three Important Questions

Q: Do you often interact with leadership?

Q: Do you wait until tasks are completed before informing leadership?

Q: Are you confrontational when discussing your performance or receiving feedback?

A: Don’t be a stranger to your leaders. Make them aware of your daily activities, and work to develop strong professional relationships.

A: Keep leadership informed of your progress. Your supervisor shouldn’t have to contact you to ensure that everything is okay.

A: Leaders may become defensive, withdraw from the conversation, and be reluctant to give you feedback again.

• Your “product” is the quality of your work. There are many factors involved in “selling” this product.

• Once hired, many people don’t feel it’s necessary to “sell themselves” any longer.

• People who don’t receive immediate feedback often develop a false sense of security, thinking their work will speak for itself.

GO

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SA

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SM

AN

SH

IPP

OO

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AL

ES

MA

NS

HIP

POOR PRODUCT GOOD PRODUCT

Very little hope of success

Success is possible, but not easily attainable

Chances of success are excellent

Success is dependent on luck

Your Product

AttitudeAttitude is a key factor in gaining the respect of your leaders and your peers. No one likes to work with someone who constantly complains. If you want your leaders to enjoy interacting with you, use positive words and paint positive pictures. Instead of complaining, offer solutions and suggestions.

People’s behavior is motivated by a desire to protect themselves

People spend much of their conversational time criticizing or judging others, policies, or the organization

The “I Can’ts” have become addictive

The introduction of new procedures is met with skepticism; people are slow to get on board

Negativity Warning Signs

Communication• If you have poor communication skills, people won’t know

what you’re working on or appreciate what you’re doing. You need to articulate your thoughts and ideas.

• People cannot read your mind. If you’re quiet, they don’t know what you’re thinking, and might assume you have nothing valuable to say.

• Part of being a team player is sharing your ideas and opinions, and being involved in discussions. Sitting in silence makes it appear that you don’t understand or don’t care about the topic.

• Management needs your views and opinions to make decisions.

Body Language•Gestures

– The gestures you make should be descriptive of what you're saying. Your hands should depict the “word-picture” of your voice. Avoid small hesitant hand movements that only make you seem nervous.

•Eye Contact– As you look around the room, focus on one person at a time. Even as you speak to an

audience, it's as though you are having a series of brief one-on-one encounters.

•Voice– Just as you focus on one person at a time, you should focus on one sentence at a time. This

will help you to get rid of those awkward "umms" and "ahs" that convey hesitation and uncertainty. By thinking about what you're saying, you are also less likely to speak too quickly.

•The Way You Sound– When speaking, your goals are to convey the impression of confidence and enthusiasm on

one hand (which comes in part from your mastery of the subject), but also a relaxed and conversational easiness.

Are You A Procrastinator?

Procrastination can damage your reputation with your supervisor. If you find yourself spending time on low-priority tasks and putting off important projects, try the following:

• Set aside 30 uninterrupted minutes at the beginning of the day to get started on the project.

• Keep your boss updated on your progress through a daily email or phone call.

• Set a series of short deadlines or goals to use as milestones.• If you have too many “urgent priority” projects, talk to your boss

immediately. Ask him/her to help you prioritize your tasks and develop a reasonable deadline for each project.

What Team Members ExpectThe key to being a “team player” is simple:

help other people.

• If you’re not busy, offer to help a team member who is under pressure to meet a deadline

•Take a few minutes to explain something to a new team member•Complete your share of team projects on time so that you don’t slow

down the team•Being a team player can seem one-sided; you may feel like the one who is

always “giving.” However, your team members will remember and repay your kindness, and your leaders will take notice of your helpful nature.

Self-Assessment•Are you a “morning person” or a “night person?”

•Do you arrive at work before or after your boss? Do you leave work before or after your boss?

•Do you spend too much time chatting with co-workers or taking breaks?

•Do you keep your supervisor informed of potential conflicts before they happen?

Improve Your Style1. Don’t take things personally2. Have a “work personality” that includes being a team

player, treating people with respect, staying calm under pressure, and offering helpful suggestions instead of complaints

3. Seek feedback and use it to improve4. Ask your friends for honest evaluations of your

communication and interpersonal skills5. Observe and learn from your successful colleagues6. Learn your supervisor’s style, and make sure your actions

don’t conflict with it

Quiz: How Do Others Perceive You?

• Take 10 Minutes to answer the questions in the quiz

20 Minutes

Quiz: How Do Others Perceive You?Once you have completed the quiz, add up your total number of points using the key below:

1. (a) 2 (b) 4 (c) 62. (a) 6 (b) 4 (c) 7 (d) 2 (e) 13. (a) 4 (b) 2 (c) 5 (d) 7 (e) 64. (a) 4 (b) 6 (c) 2 (d) 15. (a) 6 (b) 4 (c) 3 (d) 5 (e) 26. (a) 6 (b) 4 (c) 27. (a) 6 (b) 2 (c) 48. (a) 6 (b) 7 (c) 5 (d) 4 (e) 3 (f) 2 (g) 19. (a) 7 (b) 6 (c) 4 (d) 2 (e) 110. (a) 4 (b) 2 (c) 3 (d) 5 (e) 6 (f) 1

Quiz: How Do Others Perceive You?OVER 60 POINTS: Others see you as someone they should "handle with care.” You're seen as vain, self-centered, and extremely dominant. Others may admire you, wishing they could be more like you, but don't always trust you, hesitating to become too deeply involved with you.

51 TO 60 POINTS: Others see you as an exciting, highly volatile, rather impulsive personality; a natural leader who's quick to make decisions, though not always the right ones. They see you as bold and adventuresome, someone who will try anything once; someone who takes chances and enjoys an adventure. They enjoy being in your company because of the excitement youradiate.

41 TO 50 POINTS: Others see you as fresh, lively, charming, amusing, practical, and always interesting; someone who's constantly in the center of attention, but sufficiently well-balanced not to let it go to their head. They also see you as kind, considerate, and understanding; someone who'll always cheer them up and help them out.

Quiz: How Do Others Perceive You?31 TO 40 POINTS: Others see you as sensible, cautious, careful and practical. They see you as clever, gifted, or talented, but modest. Not a person who makes friends too quickly or easily, but someone who's extremely loyal to friends you do make and who expect the same loyalty in return. Those who really get to know you realize it takes a lot to shake your trust in your friends, but equally that it takes you a long time to get over it if that trust is ever broken.

21 TO 30 POINTS: Your friends see you as painstaking and fussy. They see you as very cautious, extremely careful, a slow and steady plodder. It would really surprise them if you ever did something impulsively or on the spur of the moment, expecting you to examine everything carefully from every angle and then, usually decide against it. They think this reaction is caused partly by your careful nature.

UNDER 21 POINTS: People think you are shy, nervous, and indecisive. They see you as someone who needs looking after, who always wants someone else to make the decisions, and who doesn't want to get involved with anyone or anything. They see you as a worrier who always sees problems that don't exist. Some people think you're boring. Only those who know you well know that you aren't.

Scenario Your team has been given a project to complete by your supervisor. Your part of the project involves a lot of research, interviewing employees in other locations, and creating complicated Excel spreadsheets to store the information. Your manager has asked that the project be completed by Friday. It is now Wednesday, and you’ve completed the research and talked to the necessary people, but you have not started on the spreadsheets. You have used Excel in the past, but don’t feel confident that you have the skills to properly create these documents. You intended to brush up on Excel, but you’ve had three other urgent projects to complete this week and didn’t have time. Now, you are afraid that you won’t be able to finish the project by Friday.

•What, if anything, do you say to your teammates about this situation?•What do you tell your supervisor?•What are the next steps that you take to handle this situation?

15 Minutes

What Leaders Want In An Employee

Is dependable, reliable, and responsive

Does what the boss thinks is important

Takes initiative-does not wait to be told what to do

Has a positive attitude

Exhibits good communication skills

Works well with others

SuccessPyramid

• Know how your role fits into the “big picture”

• Be able to accept and act on negative feedback

• Make an effort to speak up and share candid, honest opinions

• Get into the habit of writing things down

• Be willing to go above and beyond the call of duty

• Be assertive

Questions