Presentation Notes for Technology Skills and the...

Presentation Notes Technology Skills and the Workplace

Technology Skills and the Workplace Copyright © Texas Education Agency, 2015. All rights reserved.

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CopyrightCopyright and Terms of Service

Copyright © Texas Education Agency, 2015. These materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions:

1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA.

2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA.

3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way.

4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged.

Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty.

Contact TEA Copyrights with any questions you may have.

Copyright © Texas Education Agency, 2015. All rights reserved. 2



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Business Procedures and Documents


Maintaining process flow and business continuity can be controlled with a core set of operating procedures. The knowledge behind these procedures exist within each of your employees and can be successfully captured and documented. What does the employee do if there is a problem? Do they have to “figure it out” on their own? What happens if a key employee is sick? What if that employee transfers, retires or simply leaves the company?



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Communication Tools

• E-commerce

• E-mail

• Headsets

• Internet

• Telephone

• Video and teleconference


A business can communicate with others in a variety of ways such as:

E-commerce - activities that relate to the buying and selling of goods and services over the

Internet

E-mail

Headsets

Internet

Telephone

Video and teleconference - the use of telephones and video equipment to have a meeting with

people who are in different places



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Why does a business need to develop and document

processes and procedures?


Why does a business need to develop and document processes and procedures? There are many components of a business such as: • Business governance • Communication continuity • Education • Government requirements • Repeatability • Process support • Risk compliance



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What are the benefits of policy procedure and process documentation?


What are the benefits of policy, procedure and process documentation? • Decrease cycle times • Improved customer satisfaction • Increased quality • Reduced costs Many companies have existing policies, processes and procedures documented; however the most common problem is that if the documentation can’t be found when it is required, it is useless. The process and system you choose for documentation of business information, will make it easier for everyone involved; employers, employees and customers. Policies, protocols and procedures are an unwelcome essential for most companies. Taking up precious time, policy writing is often disheartening for the poor author who spends a week writing a required policy which ultimately ends up at the bottom of a filing cabinet, barely read. As unwelcome as they are, most policies are written because they are essential for the company to function effectively, or to grow. Nowadays, most business tenders will require a full suite of effective policies and procedures, and to gain corporate accreditation for one specialism or another, policies need to be in place. Health and Safety, Human Resources, Legal, Business and Operational policies are also imperative to employees as they provide the parameters within which routine working life can take place.



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Business Etiquette Rules

•Don’t judge

• Focus on the face

•Know the correct names

•Observe the “elevator rule”

• Send a thank you note


Boil it down and etiquette is really all about making people feel good. It’s not about rules or telling people what to do, or not to do. It’s about ensuring some basic social comforts. So here are a few business etiquette rules that matter now—whatever you want to call them. Don’t judge. We all have our vices—and we all have room for improvement. One of the most important parts of modern day etiquette is not to criticize others. You may disagree with how another person handles a specific situation, but rise above and recognize that everyone is trying their best. It’s not your duty to judge others based on what you feel is right. You are only responsible for yourself. Focus on the face, not the screen - It’s hard not to be distracted these days. We have a plethora of devices to keep us occupied; e-mails and phone calls come through at all hours; and we all think we have to multitask to feel efficient and productive. But that’s not true, when you’re in a meeting or listening to someone speak, turn off the phone. Don’t check your e-mail. Pay attention and be present. Know the names - It’s just as important to know your peers or employees as it is to develop relationships with clients, vendors or management. Reach out to people in your company, regardless of their roles, and acknowledge what they do. We spend too much of our time these days looking up – impressing senior management. But it’s worth stepping back and acknowledging and getting to know all of the integral people who work hard to make your business run. Observe the ‘elevator rule’ - When meeting with clients or potential business partners off-site, don’t discuss your impressions of the meeting with your colleagues until the elevator has reached the bottom floor and you’re walking out of the building. That’s true even if you’re the only ones in the elevator. Call it superstitious or call it polite—but either way, don’t risk damaging your reputation by rehashing the conversation as soon as you walk away. Send a thank you note - The art of the thank you note should never die. If you have a job interview, or if you’re visiting clients or meeting new business partners—especially if you want the job, or the contract or deal—take the time to write a note. You’ll differentiate yourself by doing so and it will reflect well on your company too.



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We live in a world where both people and businesses are concerned about brand awareness. Individuals want to stand out and be liked and accepted by their peers, both socially and professionally. The digital landscape has made it even more difficult to know whether or not you’re crossing a line, but I think it’s simple. Etiquette is positive. It’s a way of being, not a set of rules or dos and don’ts. So before you create that hashtag, post on someone’s social media page or text someone mid-meeting, remember the fundamentals: Will this make someone feel good? And remember the elemental act of putting pen to paper and writing a note. You’ll make a lasting impression that a shout-out on a social media wall mention can’t even touch.



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What is netiquette?


Netiquette is a term derived from the words “Internet Etiquette” or “Network Etiquette” which describes the use of proper manners and behavior online. Internet etiquette should be used in all areas of electronic means including e-mail, chatting, blogging, forums, message boards and so on.



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Netiquette Guidelines for a Safe Online Experience

• It is important to treat others

with dignity and respect both

on and offline.

• Use Internet tips and

suggestions to provide a

pleasant and safe online

experience.


It is important to treat others with dignity and respect both on and offline. Although the rules may vary depending on the specific forum used, the following Netiquette guidelines will offer some basic Internet tips and suggestions to provide a pleasant and safe online experience. • Be brief online – It is important to keep messages short, especially when writing an e-mail or

typing in a chat room. By using common chat abbreviations or acronyms, not only will the reader appreciate the brevity of the message, it will save the author valuable time typing the message. Remember, keep it short and be brief!

• Be aware of cyberbullying – Cyberbullying or electronic bullying continues to be an increasing

problem. Parents should talk honestly and openly to children about the issues of electronic bullying. Studies suggest most children do NOT tell a trusted adult if they are a victim of electronic bullying. If targeted by a cyberbully, do not respond. Keep all ORIGINAL correspondence, with dates and times if possible. If the messages are of a threatening nature or safety is a concern, contact local law enforcement as soon as possible.

• DON’T SHOUT – No matter what forum, writing in all capital letters is considered SHOUTING

and is considered very rude. A word or two in caps is fine, but shouting is not recommended. • Help Internet newbies – Be patient and helpful with others. Remember, everyone was a

newbie once.



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• Keep personal information private – Posting private and personal information in the wrong location can have serious consequences. Identity theft is a rapidly growing concern. Divulging too much information could give predators and those with bad intentions valuable information. Be careful where personal information is posted. If private information is posted in a group setting, read the guidelines prior to posting. Children should not post private information online.

• Obey copyright laws – Obey copyright laws. Don’t steal! • Pay attention to language issues – Improper, inappropriate or bad language may get a

participant kicked out or permanently banned from a forum or group. It is also important to remember people from other countries may be participating in the conversation and language barriers may be an issue.

• Think before posting – It is important to note, what is posted online today, may come back

and haunt the writer tomorrow. That silly or fun photograph posted on a social networking site, may keep that person from getting a job later on. Many colleges and employers are now searching social networking sites prior to hiring.

• Use computer courtesy – Whether a person is sending an e-mail, chatting in a chat room or

speaking in a forum, it is important to be courteous and respectful of others online. Always remember the Golden Rule!

• Use emotions – When communicating online, it can be difficult to gauge a writer’s emotion.

Unless a web camera or microphone is used, the writer’s expression or emotion is difficult to determine. By using emotions, the writer’s proper emotion will be conveyed to the reader.



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Rules for Writing Good Letters/Memorandums

• Be courteous

• Edit and rewrite

• Highlight important words/points

• Include only one topic per letter

• Spell names correctly

• Stop when you are through

• Use correct addresses

• Use standard English


Rules for writing good letters/memorandums may include: Be courteous and considerate of the reader • Respect readers as people and professionals • Use praise, but not flattery • Don’t exaggerate — maintain trust Edit and rewrite • Avoid having all paragraphs the same length • Use short and varied sentences. Keep the average sentence length between 7 and 17 words • Avoid jargon (terms that are highly technical and understood by only a few people) • Avoid flowery terms (magnificent, exceptional) • Use active voice • Use short words Highlight important words/points • Use underlining • Use boldface type • Use italics. • Use larger font sizes • Use ALL CAPS, but use them sparingly



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Include only one topic per letter • Know the purpose and write to that purpose • Keep the reading time under 1.5 minutes Spell names correctly - If you can’t find out any other way, call the office of the person to whom you are writing. When in doubt, use Ms. — don’t guess a woman’s marital status Stop when you’re through • Avoid “call if you have questions” types of endings • Can include a personal note if you are close friends Use correct addresses - Follow the guidelines for addressing envelopes from the U.S. Postal Service Use standard English • Avoid telescoping sentences • Avoid incomplete sentences • Use correct grammar, spelling, and punctuation Write a great first sentence • Get to the point • Let the reader know if the letter is a reply to their correspondence • Example (from a letter soliciting funds for UNICEF): “In the ten seconds it took you to open

and begin to read this letter, four children died from the effects of malnutrition or disease somewhere in the world.”



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Business Writing Mistake #1


(click on image)

Click on hyperlink to view YouTube™ video: Business Writing: Mistake #1 Watch this video for a closer look at Business writing mistake #1. This video is quick and to the point and it is easier than you think to correct writing mistakes. https://youtu.be/72Z9FGR3tcw



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Follow the Seven C’s

Each letter/memorandum should be:

• clear

• complete

• concise

• concrete

• constructive

• conversational

• correct


Follow the seven C’s – Each letter/memorandum should be: • clear • complete • concise • concrete • constructive • conversational • correct



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Orders, Billing and Files

• Each specific industry and

office have a structure in

place for managing the

orders and billing process.

• While paper files are still a

function of many offices,

electronic data is a strong

trend.


Orders and billing Whether it’s a prescription in the healthcare field, an order for a product online, supplies for an office or disbursement of a government manual, orders and billings are a part of Human Services. Each specific industry and office have a structure in place for managing the orders and billing process. Errors can be costly and new employees are expected to listen carefully, follow instructions and ask questions to clarify in order to avoid problems. Files Numerous software packages are available today to help businesses manage the volumes of files associated with various industries in the Human Services area. While paper files are still a function of many offices, electronic data is a strong trend. With any change comes challenges. Storing electronic files, while requiring less space requires exceptional security and care to avoid loss of important data. In the last few years we have heard about the accidental release of private data of patients and students due to human error. Employees must take time to learn the system within the company and check and recheck to avoid errors.



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E-mail Etiquette


Source: Slim Image

E-mail It is important that whether for business or personal use that you follow the basics of e-mail etiquette. This document covers for you the top tips for e-mail etiquette that everyone needs to be aware of and follow. By doing so you will be a joy to communicate with while being perceived as a caring and intelligent human being. Sending E-mails

• Address your contact with the appropriate level of formality and make sure you spelled their name correctly.

• Are you using proper sentence structure? First word capitalized with appropriate punctuation? Multiple instances of !!! or ??? are perceived as rude or condescending.

• Be sure you are including all relevant details or information necessary to understand your request or point of view. Generalities can many times cause confusion and unnecessary back and forth.

• If sending attachments, did you ask first when would be the best time to send? Did you check file size to make sure you don’t fill the other side’s inbox causing all subsequent e-mail to bounce?

• If your e-mail is emotionally charged, walk away from the computer and wait to reply. Review the sender’s e-mail again so that you are sure you are not reading anything into the e-mail that simply isn’t there.

• Make sure your e-mail includes a courteous greeting and closing. This helps to make your e-mail not seem demanding or terse.

• Read your e-mail out loud to ensure the tone is that which you desire. Try to avoid relying on formatting for emphasis; rather choose the words that reflect your meaning instead. A few additions of the words “please” and “thank you” go a long way!

• Refrain from using the Reply to All feature to give your opinion to those who may not be interested. In most cases, replying to the sender alone is your best course of action.

• Spell check – e-mails with typos are simply not taken as seriously.



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Sending E-mails


• Always end your emails with “Thank you” • Be sure the Subject: field accurately reflects the content of your e-mail. • Be sure your name is reflected properly in the From: field. Jane A. Doe (not jane, jane doe or

JANE DOE). • Don’t hesitate to say thank you, how are you, or appreciate your help! • Just because someone doesn’t ask for a response doesn’t mean you ignore them. Always

acknowledge e-mails from those you know in a timely manner. • Keep e-mails brief and to the point. Save long conversations for the old fashioned telephone. • Make one last check that the address or addresses in the To: field are those you wish to send

your reply to. • Never assume the intent of an e-mail. If you are not sure — ask so as to avoid unnecessary

misunderstandings. • Type in complete sentences. To type random phrases or cryptic thoughts does not lend to

clear communication.



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Formatting E-mails


Formatting E-mails • Do not type in all caps. That’s yelling or reflects shouting emphasis. • Do not use patterned backgrounds. Makes your e-mail harder to read. • If you bold your type, know you are bolding your statement and it will be taken that way by

the other side – X10! • Refrain from using multiple font colors in one e-mail. It makes your e-mail harder to view and

can add to your intent being misinterpreted. • Stay away from fancy fonts — only the standard fonts are on all computers. • Typing your e-mails in all small case gives the perception of lack of education or laziness. • Use emoticons sparingly to ensure your tone and intent are clear. • Use formatting sparingly. Instead try to rely on choosing the most accurate words possible to

reflect your tone and avoid misunderstandings in the process.



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E-mail Attachments

Be sure your virus, adware and spyware programs are up to date and include scanning of your e-mails and attachments both incoming and

outgoing.


E-mail Attachments • Be sure your virus, adware and spyware programs are up to date and include scanning of

your e-mails and attachments both incoming and outgoing. • It is better to spread multiple attachments over several e-mails rather than attaching them all

to one e-mail to avoid clogging the pipeline. • Learn how to re-sample or re-size graphics to about 600 pixels in width before attaching

them to an e-mail. This will greatly reduce download time. • Make sure the other side has the same software as you before sending attachments or they

may not be able to open your attachment. Use PDF when possible. • Never open an attachment from someone you don’t know. • Never send large attachments without notice! Always ask what would be the best time to

send them first. • When sending large attachments, always “zip” or compress them before sending.



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E-mail Forwarding • Be careful when forwarding e-mail on political or controversial issues. The recipient may not

appreciate your point of view. • Don’t forward anything without editing out all the forwarding, other e-mail addresses,

headers and commentary from all the other forwarders. • Don’t forward e-mails that say to do so—no matter how noble the cause may be. Most are

hoaxes and may not be appreciated by those you send to. • If someone asks you to refrain from forwarding e-mails they have that right and you

shouldn’t get mad or take it personally. • If you must forward to more than one person, put your e-mail address in the TO: field and all

the others you are sending to in the BCc: field to protect their e-mail address from being published to those they do not know. This is a serious privacy issue!

• When forwarding e-mail, if you cannot take the time to type a personal comment to the person you are forwarding to—then don’t bother.



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E-mail and Perception,Privacy, Copyright

Posting or forwarding of private e-mail is copyright infringement — not to mention downright rude. You need permission from the author first!


E-mail and Perception, Privacy, Copyright • Choose your e-mail address wisely. It will determine, in part, how you are perceived. • Even though it isn’t right; e-mails are forwarded to others. Keep this in mind when typing

about emotional or controversial topics. • If a friend puts your e-mail address in the To: field with others you do not know, ask them to

no longer expose your address to strangers without your permission. • If you forward an e-mail that turns out to be a hoax, have the maturity to send an apology

follow up e-mail to those you sent the misinformation to. • Know that how you type, and the efforts you make or don’t make will indicate what is

important to you and if you are an educated courteous person. • Posting or forwarding of private e-mail is copyright infringement — not to mention

downright rude. You need permission from the author first! • Try not to make assumptions when it comes to e-mail. Always ask for clarification before you

react. • When filling out a contact form on a Web site, do so carefully and with clarity so your request

is taken seriously. • When there is a misunderstanding by e-mail, don’t hesitate to pick up the old fashioned

telephone to work things out! As you enter the workforce, why is it important to perhaps change your existing e-mail address?



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(click on image)

Click on hyperlink to view YouTube™ video: Business Writing: Mistake #2 Effective business writing is all about writing for your reader. https://youtu.be/8PrPq9BND1c



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Business E-mail • Be very careful how you use Reply to All and Cc: in a business environment. Doing so to

subtlety tattle can backfire and have you viewed as petty or insecure. • E-mailing site owners about your product or service through the site form is still spam. Ask

them if they want more info first! • Formality is in place as a courtesy and reflects respect. Assume the highest level of formality

with new e-mail contacts until the relationship dictates otherwise. Refrain from getting too informal too soon in your e-mail communications.

• If you cannot respond to an e-mail promptly, at the very least e-mail back confirming your receipt and when the sender can expect your response.

• Never send anyone an e-mail they need to unsubscribe from when they didn’t subscribe in the first place!

• Never send business attachments outside of business hours and confirm that the format in which you can send can be opened by the other side.

• Think of your business e-mail as though it was on your business letterhead and you’ll never go wrong!

• When replying to an e-mail with multiple recipients noted in the To: or Cc: fields, remove the addresses of those who your reply does not apply to.

• When replying to e-mails, always respond promptly and edit out unnecessary information from the post you are responding to.



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How to Write Better E-mails (Infographic)


(click on image)

Click on hyperlink to view infographic: How to Write Better E-mails (Infographic) E-mails are your window to the world these days, and so if your e-mails aren’t getting attention, then that probably means you aren’t, either. Learn about tips on how to improve your e-mail life. http://www.entrepreneur.com/article/237292



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Computers and Software


Computers and software are a necessity today in homes, schools and businesses. People are able to perform many jobs and programs on the computer. We are able to use appropriate electronic resources to access current information using the World Wide Web. People can use word-processing, database, spreadsheet or presentation software to manage data. Social networks have replaced the practice of e-mail applications to communicate within a workplace. We have the use specialized software to prepare needed documents accurately.



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Job-Specific Software


Depending on the job, job title and skills of an individual, will determines the extensive use of appropriate job-specific tools and equipment. An individual should select and use appropriate business procedures and equipment to produce satisfying client outcomes and business success. He or she must manage funds using appropriate technology. Training is a must. He or she must also place orders for customers and supplies using sound business practices.



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(click on image)

Click on hyperlink to view YouTube™ video: Business Writing: Mistake #3 How to avoid business writing mistakes. https://youtu.be/5JynJ_LpgrA



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References and ResourcesImages:

• How to Write Better E-mails (Infographic)

• Photos obtained through a license with Shutterstock.com™.

Websites:

• How to Write Better Emails (Infographic)Emails are your window to the world these days, and so if your e-mails aren’t getting attention, then that probably means you aren’t, either. Learn about tips on how to improve your e-mail life.http://www.entrepreneur.com/article/237292

• Slim ImageIf you utilize a sensible email shopper, business email rule will assist you build healthy business communications, eliminate email overload and boost your email productivity.http://slim-slimmer.blogspot.com/2015_05_01_archive.html

• Write ExpressWriting an Effective Business Documenthttp://www.writeexpress.com/writing-business.html




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References and ResourcesYouTube:

• Business Writing: Mistake #1

Watch this video for a closer look at Business writing mistake #1. This video is quick and

to the point and it is easier than you think to correct writing mistakes.

https://youtu.be/72Z9FGR3tcw


Effective business writing is all about writing for your reader.

https://youtu.be/8PrPq9BND1c


How to avoid business writing mistakes.

https://youtu.be/5JynJ_LpgrA


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