Chapter 4.2 Flashcards
Employability attributes
the skills that employers look for in potential employees
i.e foundational skills in reading/math, positive attitude, honesty, reliability, problem solving and using technology
Skills
the ability to do something well.
technical skills like ringing up sales,
interpersonal skills like active listening
Attitude
a way of thinking or feeling about something that is usually reflected in behavior
influenced by person’s values and beliefs and affects the way situations are handled
positive attitude described as
optimistic, encouraging, helpful, upbeat
positive attitude impact
customer experience
interaction with coworker
company brand
business results
one of the most important transferrable skills you can learn
displaying a positive attitude
Perfessional interpersonal skills
-outward positive attitude verbally/nonverbally
-strong self management/interpersonal skills
-dedication to teamwork
integrity- be honest and accountable
Tell the truth
Demonstrate regard for the company’s time and property
Accept responsibility for your actions and take ownership of your words and work
Establish trust and credibility with others
Work when you are supposed to and say socializing and personal tasks for your break time
initiative- do your best work
Pursue work with energy and effort to accomplish tasks
Complete work without close supervision
Pay attention to the details
Strive to exceed standards and expectations
Seek new responsibilities and challenges
dependability and reliability- be responsible
Behave consistently and predictably
Demonstrate regular and punctual attendance
Complete assignments and meet deadlines
Follow directions and processes
Comply with rules and policies
adaptability- be open to change
Adjust quickly to new work processes and situations
Consider and suggest new ways of doing work
Be confident in your ability to grow and change
self control- maintain composure
Stay calm and keep your emotions in check, even in difficult situations
Be patient and refrain from actions that show a lack of self-discipline
Use appropriate strategies and solutions for addressing conflict and diffusing tension
respect for diversity- appreciate differences
Be respectful of differing opinions, customs, and individual differences
Value diverse approaches and ideas
Be flexible and open-minded when interacting with all people
communication- be clear, concise, kind
Use professional language in verbal and written interactions with customers, coworkers, and supervisors
Be sensitive and show empathy
Actively listen to others and consider their viewpoints
positive attitude- be optimistic
Smile
Use positive words and nonverbal cues – “yes, I am happy to help you!”
Surround yourself with other positive people
Compliment coworkers when you see they have done a good job
teamwork- be great coworker
Interact professionally with all members of the team
Cooperate with other members of the team to complete work
Build solid working relationships and maintain them overtime
reading
Read and comprehend instructions, policies, signs, safety notices, letters, governmental regulations, etc.
Integrate what is learned from written materials with prior knowledge
Apply what is learned from written materials to work situations
writing
Communicate written information in a logical, organized, and coherent manner
Use correct grammar, spelling, punctuation, and capitalization in written communication
Write in a pleasant, factual manner, in a tone that is appropriate for the audience
math
Add, subtract, multiply, and divide whole numbers and fractions
Understand how to make change for a cash sale
Convert decimals to fractions and fractions to percentages
Calculate averages, ratios, proportions, and rates
computer skills/technology
Understand common computer terms, navigation, Internet, e-mail use, and file management
Select, access, and use systems, files, and applications that are appropriate for a given job
Seek opportunities to improve knowledge of tools and technologies that may improve processes and productivity
Comply with company policies for safeguarding privacy and security
problem solving
Use the four-step method (define the problem, identify solutions, choose a solution, take action) to solve problems
Demonstrate attention to detail and patience as you research the problem
Collaborate with others, as needed
critical thinking
Review, analyze, synthesize, compare, and interpret information
Identify inconsistent or missing information
Test out potential solutions to ensure a problem is correctly identified and the best solution is found
time management, planning, organization
Understand your work goals for every shift
Plan and prioritize tasks so that work is completed on time
Keep your work area organized and clean
Handle stress in a positive way
decision making
Identify and prioritize the key issues involved in the decision
Involve other people in decisions that might impact them
Have a backup plan if a decision turns out poorly
customer focus
Be pleasant, courteous, and professional with customers and coworkers
Provide prompt, personalized service to meet and exceed customer expectations
Understand that the customer experience is the most important concern in a retail environment
business fundamentals
Understand how the business operates and how your performance contributes
Keep confidential company information private
Maintain a safe working environment for customers and employees. Report unsafe conditions to the appropriate person
professional appearance considerations
Maintain a daily hygiene schedule for your body, teeth, hair, and fingernails.
Wear clean and presentable clothes appropriate for the job.
Facial hair should be well-groomed.
Do not eat or chew gum while working.
Wear only lightly-scented perfume or cologne.
communication is the?
exchange of information. Communicating effectively with others requires you to meet them where they are rather than where you’d like the conversation to be.
Analytical communication
These communicators are straight to the point. They want the important data, facts, and logic. While these individuals can come across as impatient, it is vital for them to leave emotion and ambiguous ideas out of the conversation.
intuitive communication
Rather than data and details, the intuitive communicator wants big-picture ideas to determine what is important and will lose interest in the conversation if there is too much structure or a deep dive into product features.
functional communication
Somewhat similar to the analytical communicator, these individuals want processes, details, timelines, and well-thought-out plans. Conversations with functional communicators take a bit more time because providing lots of details, steps, and background information can be necessary.
personal communication
These communicators value connecting with people, relationships, and emotional language. They may pick up on your feelings, so be sure to maintain an optimistic attitude.
Communication conducted over the phone is dependent on one particular nonverbal aspect
voice
not what you are speaking but how
tone
your ability to express emotion
intensity
the projected strenght of emotion that reflects your level of concern
inflection
the words and syllables you choose to emphasize
pitch
how high or deep your voice sound
rate
the pace at which you are speaking
volume
how loudly or softly you are saying your words
second way to provide excellent experience is to
match your level of intensity with the customer’s level
steps when assisting customer and must answer phone
- excuse yourself to answer the phone
- answer using company preferred method; greet, name of retailer, your name
- determine reason for call
- if needed, ask permission to put them on hold while you research their question
- minimize the time the customer is on hold
company’s policy on social media
identifies what employees can and cannot post in online formats
tips when scripts are not available for digital communication
Begin with a personal greeting.
Use professional, positive language and convey your smile through the words.
Keep it short and place the most important things first.
Use language appropriate to your retailer’s brand and culture, but not internal jargon.
Proofread your message to check for errors or missed words.
Close by thanking the customer for their business.
Seek advice from a supervisor when you are unsure how to appropriately word a message.
most common cause workplace injury
slips trips and falls
avoid with housekeeping habits, quality floor surfaces, proper footwear
overexertion injuries
related to pulling, lifting, pushing, holding, carrying, throwing
improper lifting and manually lifting objects over 50 lbs are the two common
getting enough sleep
Put away electronic devices and turn off the TV at least one hour before bed
Keep a consistent sleep schedule
Wake up at around the same time every day
Avoid alcohol, caffeine, and cigarettes before bed
getting enough sleep can strengthen immunity, control weight, and facilitate learning
Regular exercise
recommend 150 minutes moderate aerobic activity, 22-30 minutes daily or 75 min vigorous aerobic per week
avoid substance abuse
it can impair job performance like injuries, poor decision making
over 20% said their productivity has been affected due to coworker’s substance abuse
mental health
include psychological and environmental bein. affect how people think, feel, act
maintain by:
Getting plenty of sleep
Staying optimistic
Developing time management skills
Volunteering and helping others
Reaching out to others when you need help
