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Brush up your skills to represent MSU professionally, improve communication and etiquette, and enhance job performance. Topics cover work practices, professionalism, and more. Learn valuable soft skills to excel in your role.
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All Employees • This job is important • Represent MSU • Partner with faculty, staff, and students • Provide service to everyone we encounter • Gain skills & experience to transfer to future
Employees • Topics discussed • General Work Practices • Professionalism • Qualities of Professionals • Job Details • Office Resources • Communication Strategies • Appearance
General Work Practice • For all jobs • Be on time for work • Keep your area neat • Show interest and energy • Show responsibility and initiative • Communicate • Show respect
Professionalism • Best Practices • Learn skills of the profession • Develop “soft skills” • Adopting job attitudes and behaviors • Learn professional practices
Qualities of Professional Workers • Important qualities • Take responsibility for results of efforts & actions • Seek self-improvement • Tact • Self-awareness • Listening • Respect confidence of others • Loyal to fellow workers • Work ethic • Rumors / discernment
Qualities of Professional Workers • Address issues through proper channels • Sensitive to problems of co-workers • Meet their professional obligations • Do not advance themselves at the expense of others • Use respectful terms • Proud of their profession
Job Details: First Impressions • One chance to make a first impression • Impression of you • Reflection of your office • Greet visitors with a smile and interest to assist • Give hands-on assistance, don’t point • Offer water • What happens in the office • Gossip • Venting
Job Details: Telephone Etiquette • Follow the guidelines of your office/department • State the department/office name • State your name • All incoming calls should be answered • Promptly • Personally, not voicemail • Professionally • Frequent callers
Telephone Etiquette • Handling multiple calls • Answer calls promptly • Excuse yourself from first caller • Place caller on hold to answer second call • Return to first caller as soon as possible; say “Thank you for holding or for your patience.”
Telephone Etiquette • Handling calls and visitors • Acknowledge the visitor • Excuse yourself to answer the telephone • If visitor approaches while you are on the telephone, excuse yourself from the caller to acknowledge the visitor. Ask visitor to wait a moment while you finish the call.
Telephone Etiquette • Call screening techniques allow you to better serve customers and co-workers • Call screening is required or requested • “May I tell her who is calling?” • “May I tell her what your call is in reference to?” • Individual called is busy or away from their office • Connect the caller to individual’s voice mail • Offer to take a detailed message
Telephone Etiquette • Transferring calls • Listen carefully to understand the caller’s needs • Complete the transfer quickly and correctly • Transferring procedures • Inform the caller that you are transferring the call • Give the caller the name & extension being transferred to • Tell the person to whom you are transferring the call any information the caller has given
Telephone Etiquette • Handling difficult calls • Be polite & listen carefully • Don’t interrupt • Take detailed notes • Wait for pause to ask questions • Acknowledge problem & apologize for inconvenience • Try to find solution or refer to appropriate person • Take caller’s name & number for follow-up
Office Resources • Office resources include • Copier & printer • Fax machine • Computer – including software • Internet • Telephone • Coffee machine and water dispenser • Office supplies – pens, paper, tape…
Office Supplies • Office resources • Ask, don’t assume… • Office supplies aren’t free • Internet is not for personal use • Know the rules
Computer & Technology Use • Text, IM, Facebook, surfing… • Clean up your digital dirt • Social networking sites • Google yourself • Limit cellphone use
Email Etiquette • It’s not “old school” • Respond promptly • Professional response • Use appropriate greeting • Include subject • Specific information & details • Respond to/with details • Don’t cut corners • Your signature
Appearance • Dress appropriate to your work location • Ask about the dress code • Present a neat, clean, well-groomed appearance • Observe other staff attire • Practice good hygiene
Discretion & Confidentiality • Do not interrupt professionals or meetings • Closed doors mean do notdisturb • All office information & communication is confidential • Avoid discussions about office information • Disclosure could mean dismissal
10 Things That Take Zero Talent • But, will get you 100% Respect • Being On Time • Work Ethic • Effort • Body Language • Energy • Attitude • Passion • Being Coachable • Doing Extra • Being Prepared
Final Thoughts… • Being On Time • Work Ethic • Effort • Body Language • Energy
DAFVM Professional Development Questions? • Contact Information: • Connie Templeton • Distance Learning Analyst • Center for Technology Outreach • Mississippi State University Extension Service • connie.templeton@msstate.edu