SKILLS

Skill as a result of the study is a physical, emotional and spiritual knowledge of man in specific or non-specific or multiple type of jobs.

So, a dentist can do dental job skill and at the same he/she might even do some paint job. An Engineer will do better in calculation and drawing skill of a certain figure and plan, but maybe you can expect him better in computer hardware servicing.

Deliberately, skill in a specific job is not limited. But we must do it in evident manner, in order to maintain our work status in a company, we had to be operational with a full knowledge in our chosen job, either a SECRETARY job, or an OFFICE RECEPTIONIST job.

Examine yourself in a Job Description:

Sample Job: Computer Secretary / Receptionist

PERFORM COMPUTER OPERATIONS:

This part covers the knowledge, skills and attitudes needed to perform computer operations. This includes in putting, accessing, producing and transferring data using appropriate hardware and software.

ROLE OF COMPUTER PERSONNEL

v Plan and prepare the task to be undertaken

v Input data into the computer

v Access information using computer

v Produce output data using computer system

v Maintain computer equipment and system

1. PLAN AND PREPARE THE TASK TO BE UNDERTAKEN

TASK TO PERFORM:

ü Requirements of the task undertaken are determine and properly understood

-This is depending on the company wherein you are working with. Some offices use Microsoft Office Application like Ms Word, Ms Excel, Ms PowerPoint…

Most of the task in an office are typing of some sort of Forms such as Vouchers,

Material Requisition Form, usually Ms Word is enough, then a Recording of the transaction can be done in Ms Excel…

ü Appropriate hardware and software is selected in accordance with the task assign and required outcome.

-You must be familiar with the terminology used in installing computer applications and also the procedure on how to install the application software that might be a disc, a USB, or an online installation.

ü Planned tasked conformed with the Occupational Health and Safety (OHS) guidelines and procedures

This safety measures can be downloaded

2. INPUT DATA INTO THE COMPUTER

Data Encoding

TASK TO PERFORM:

ü Entered data into the computer using appropriate program/application is in accordance with company procedures

ü Accuracy of information is checked in accordance with the standard operating procedures

ü Information is saved in accordance with the standard operating procedures

ü Inputted data that are stored in the storage media are in accordance with the requirements

ü Work is performed within the ergonomic guidelines

FAMILIAR ON:

· Standard operating procedures in entering and saving data into the computer

· Storage media

· Ergonomic guidelines

CAN IDENTIFY THE:

· Equipment and Accessories

- personal computer

- network system

- communication equipment

- printer

- scanner

- keyboard

- mouse

· Supplies and Materials

- office supplies

- diskettes

- CDs

- Zip disks

· Tools

- Set of screw driver

· Learning Materials

- Learning elements/activity sheets

- Manufacturer’s manual

3. ACCESS INFORMATION USING COMPUTER

TASK TO: PERFORM

ü Correct program/application is selected based on job requirements

ü Program/application containing the information required is accessed in accordance with the company procedures

ü Desktop icons are correctly selected, opened and closed for navigation purposes.

ü Keyboard techniques is carried out in line with O.H.S. requirements for safe use of keyboards

FAMILIAR ON:

· Procedures/Techniques in Accessing Information

· Desktop Icons

· Keyboard Techniques Based on OHS Requirements

· Materials

- Activity sheets

- Manufacturer’s manual

4. PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM

TASK TO PERFORM:

ü Entered data is processed using appropriate software commands

ü Printed out data as required using computer hardware/peripheral devices is in accordance with standard operating procedures

ü Transferred files/data between compatible systems using computer software, hardware/peripheral devises is in accordance with standard operating procedures

FAMILIAR ON:

· Software Commands

· Operation and Use of Peripheral Devices

· Procedures in Transferring Files/Data

· Manufacturer’s manual

5. MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

TASK TO PERFORM:

ü Cleaning, minor maintenance and replacement of consumables are implemented in accordance with standard operating procedures

ü Procedures for ensuring security of data including regular back-ups and virus checks are implemented in accordance with standard operating procedures

ü Basic file maintenance procedures are implemented in line with the standard operating procedures

FAMILIAR ON:

· Cleaning, Minor Maintenance and Replacements of Consumables

· Creating More Space in the Hard Disk

· Reviewing Programs

· Deleting Unwanted Files

· Checking Hard Disk for Errors

· Viruses and Up to Date Anti-Virus Programs

6. PROVIDE EFFECTIVE CUSTOMER SERVICE

This part covers the knowledge, skills and attitude in providing effective customer service.

TASK TO PERFORM:

ü Apply effective verbal and non-verbal communication skills to respond to customer needs

ü Provide prompt and quality service to customer

ü Handle queries through telephone, fax machine, internet and e-mail

ü Handle customer complaints, evaluation and recommendations

APPLY EFFECTIVE VERBAL AND NON-VERBAL COMMUNICATION SKILLS TO RESPOND TO CUSTOMER NEEDS

FAMILIAR ON:

Standard Operating Procedures (SOP) when greeting the guest were followed
Information were properly disseminated
Use interactive communication with others

TASK TO PERFORM:

Personality development and public relations
Basic oral communication/ writing memos and letters
Preparing job documentation

- Following instructions

- Filling-out forms

DEVICES TO BE FAMILIAR:

Tools	Equipment	Materials
Recorder	Video Camera recorder	V8 tape
Microphone	Television	CD
Full-body mirror	VHS/DVD Player	Make=up kit
Company dress		References:
		Books, brochures, manuals

8. PROVIDE PROMPT AND QUALITY SERVICE TO CUSTOMER

FAMILIAR ON:

Customer needs were assessed according to relationships between religion, gender, folkways, mores and life-cycle
Communication standards in customer service were followed
Identified opportunities to enhance the quality of services and products were implemented
Time management

TASK TO PERFORM:

Internet and Verbal Communication standards in customer service

9. HANDLE QUERIES THROUGH TELEPHONE, FAX MACHINE, INTERNET AND E-MAIL

FAMILIAR ON:

1. Applied telephone ethics

2. Applied correct procedure in using telephone, fax machine and internet

3. Daily report is accomplished according to company rules and regulations

TASK TO PERFORM:

Uses of telephone, fax machine, internet and e-mail
Telephone and electronic mail ethics
Procedures in handling queries

10. HANDLE CUSTOMER COMPLAINTS, EVALUATION AND RECOMMENDATIONS

FAMILIAR ON:

Interview skills
Skills in handling customer complaints
Guidelines in handling complaints were identified
Complaints were evaluated and resolved based on its nature, details and degree of liability

TASK TO PERFORM:

Guidelines in handling complaints
Procedures in responding and resolving complaints

HANDLING THE SITUATION IN A WORKPLACE ENVIRONMENT

COMPOSITION OF PERSONALITY AND DEVELOPMENT

· The “Need” in a workplace environment

Every individual were entirely managed by the “need” to satisfy ourselves. Some even find themselves in a situation of taking other belongings to gratify the needs. Some may even be addicted to something that creates additional pleasures and enchantment. Several need disrupt the natural values and may not be acceptable among others in physical, moral and spiritual values, an example of that is suicide.

Problem:

Someone in the family invites you to enjoy this swimming somewhere in Malibu beach, this coming Friday and your expense free if you accept the offer. But Friday is your submission day of weekly Report.

Maturity:

Although this was a good offer, because you really want a vacation, you should disagree with it for a clear reason that your job requires you to submit a report on Friday.

· The “Decision”

-Is the choice of a person about something he need, after thinking about it; is his decision and can be said to be valid if it accompanies by his action.

The ability to make choices quickly and confidently decides the character of a person and at the particular end of a legal, illegal or official argument will reflect a result that affects the condition by and between the persons making the decision. So in our life decision, is our deterrent or limiting factor, when we make a decision it may make us a failure or success to a certain situation.

Problem:

Your Boss assigned you to attend a certain seminar on “How to modify a certain product in less cost” but you alibi out that your sick.

Maturity:

Your future now limits by your decisions. So practice an attitude that whenever a situation will ascend or promote you from any occurrences: be positive, accept it. Anyway, you deserved it because it is your Boss who selects you.

· The” Principle”

-Is the fundamental truth or proposition that serves as the foundation for a system of belief or behavior or for a chain of reasoning… Somewhat you believe in your being that it is the truth or you’re guesses is true.

So, the foundation of principles is the truth through all issues or matter. If someone contradict with this belief you will get angry. It is because you know that you are right, but suppose you are wrong?

Maturity:

This emotions is present in every human being, but some people knew how to control this self-esteem, it simple as being HUMBLE.

· The “Accomplishment”

Accomplishment is the activity that a person can do well, typically as a result of study or practice. A Long distance running was another accomplishment, most probably accompanied with finished work, an assignment done or any job that has an end result.

Sometimes, people conceptualize this as being superb to other people, which in turn, other people became angry, particularly in sport or in politics. They thought they were being cheated.

Maturity:

Never think of something in your work that you are being ex-communicate, and / or somebody is plotting to bring you down. Refresh yourself and be more productive because this is the sure way to advertise you as a good man.

Remarks:

Therefore, the four compositions of human personality must be controlled, in order that our day to day transactions with our fellow worker will be enjoyable.

We have to focus clearly on our true needs, the food, the shelter, our family and every nature things around us. This is in order for us to decide to something most valuable.

Then, we possess now a heart that had the basis of a correct principle, then that will be the evidence of an accomplishment in our life.

Boolean Logic says:

True and True Equals True;

True and False Equals False.

Learn, always to choose true in able to gain true.

COOPERATION

Examples of cooperation include but not limited to:

· Sharing materials or personal belongings with another person
· Cordially working together to create a presentation or report on the job
· Agreeing to compromise when a conflict or disagreement arises and including all members of a group in a discussion or team meeting.
· Cooperation requires individuals to actively listen to one another, such as when someone in a relationship must understand the actions of their partner.
· Cooperation include hosting a discussion with someone and avoiding the temptation to interrupt,
· Showing respect for others by taking turns during a game or a line-up in a canteen.
· Completing all tasks (at home or work) thoroughly when others are relying on the completion.
· Recognizing that a team member in a sport may have more skills and therefore should be in the playing position a person may already hold is an example of cooperation
· Someone needs to hand over a lead position while working on a particular project because he can fulfill the job in a more effective manner
· Cooperation at home include treating each sibling, child or parent equally and showing a willingness to do more than what is expected to maintain a household.

Cooperation is not an idealistic activity only for the pure of heart. Anyone can and everyone should strive to cooperate in every facet of his or her life.

The joy that comes from competitive victory can be cruel and unproductive, especially when it works against the goals of others. While friendly competition can

be enjoyable every now and again, we can build a stronger, happier, wealthier, and all around happier society by cooperating with one another

COOPERATION VERSUS COMPETITION

Traditionally, parents and teachers alike have believed that exposing children to harsh competition early on will prepare them for competition in adulthood.

However, many researchers have found that encouraging cooperation in the classroom actually leads to greater, more lasting achievement among students.

Studies into cooperative learning have shown that working in small groups toward a common goal instructs children more appropriately for their roles in the business world, which is becoming increasingly team oriented. Additionally, obligatory interaction with peers fosters the acquisition of invaluable social skills such as leadership, decision making, trust building, communication and more. Plus, exposure to various kids will help children gain open minds to

skills, and appearance, which could help to end bullying.

How can we be cooperative yet very competitive?

Cooperation and Competitiveness can be combined. The thing that hamper the unity of the two powers are the Anger, Hurt and Temper of a worker.

KINDS OF EMOTIONS

· 1. ANGER is a strong feeling of annoyance, displeasure, or hostility.

2. HURT is to feel pain in a part of your body, or to injure someone or cause them pain by

doing that is bad to them.

3. TEMPER is a person's state of mind seen in terms of their being angry or calm.

METHOD TO CONTROL EMOTIONS

Control your breathing. Emotions are a combination of cognition (thinking) and physical responses. Your brain reacts to physical stimuli first and then interprets them as emotions.

For example, in the case of fear, your brain has to process automatic reactions such as dry mouth and elevated heart rate before it can interpret these things as the emotion we understand to be “fear.”

You can counter these physiological responses by controlling your breathing.

· Anger and other stress responses elevate your heart rate and blood pressure (which is why being angry consistently is a predictor of heart disease).

· Find a comfortable, quiet place if possible. Removing any stressful attitude will help your brain stop paying attention to those attitude.

· Take a normal breath first. Then inhale very slowly through your nose. Allow your chest and belly to expand as you fill your lungs with air.

· Hold the breath for the count of 4. Exhale slowly through your mouth or nose. Try to exhale for the count of 4. Aim for 6-10 deep breaths per minute.

· 1. Don't react right away. Reacting immediately to emotional triggers can be an immense mistake.

· 2. Ask for divine guidance this will make you subside to your hurt feeling.

· 3. Find a healthy outlet; watching an action movie feels you more relaxed.

· 4.See the bigger picture; don’t look the problem piece by piece.

· 5. Replace your thoughts; always look at the brighter side and treat it positively.

· 6. Forgive your emotional triggers. Go distance to diminish the feeling.

COMMUNICATION IN THE WORKPLACE

After you have controlled the Anger, Hurt, and Temper… all these emotions can now improve the skill, the cooperation you want to do to improve the impression of your personality to your co worker.

But wait there is one more! You must improve the quality of your communication skills. Why?

This is so because how can you capture somebody’s heart without talking with them in the right way, right time, right place and the right languages?

To succeed at the workplace you need more than just hard work. You need good etiquette as well as good workplace communication skills.

VERBAL COMMUNICATION

In the office, you are an employee, someone who is supposed to go to about his work in the most professional manner.
There is a way to talk to your superiors, to your peers, and your subordinates.
As a result, review first the following list to obtain a good workplace communication skills.

ü Courteousness – you should always courteous in speaking to anyone in the workplace, whether a senior or a junior employee.

ü Be Precise – You were not supposed to sit and chat in the workplace. It is a place where in an employee had been delegated a task to be done at that time. Transact in a short way.

ü Speak in a low voice – One should not speak loudly as it is disturbing to other people around.

ü Use a flat understandable language – use not a slang words during a formal or informal conversation. Business communication should be crisp, clear and transparent so that everyone understands well.

ü Be a good listener – someone might be a contributor or he have something to say. LISTEN…

ü Clarify what you say – in order to fully understand what we are having or driving at, speak slowly and clearly, and it is always good to ask at the end of your statement.

ü Move your body in determination – a simple nod means you are a humble one, or respecting your co-worker. Stand stout during a conversation.

OFFICE COMMUNICATION

· Communication is the process of transferring and sharing information or thoughts between two or more person. Communication is an integral part of every business and plays a major role in the success of a business.

· Office communication includes the communication between you, your co-worker, your Bosses as well as the important client. Business meeting and negotiations if properly delivered will mean a success in a business.

COMMUNICATION OVER A TELEPHONE OR A MOBILE PHONE

· While conversing on a phone or a mobile phone, start your conversation by greeting them, Introduce your company’s name and then your Nickname then say HI… may I help you?

· Shorten your conversation if possible. Answer in a straight to the point manner. Be precise.

· If the person he / she needed is not around, take note of his phone number or give the phone number of the company, then “thank you” should not be forgotten.

· Do not end the call abruptly. Make your point clear, reason out, so that they understand well.

Say: “Thank you Raymond, I hope you can call us tomorrow because this is very important”.

ELECTRONIC COMMUNICATION

· Electronic communication increases the turn-around time, as it lacks immediate feedback. A phone call can actually take less in time than writing out the thoughts and mailing them. But there is a lot of people who prefer to transact in an electronic machine like fax, internet.

· E-mails are the best options for formal communication. Of course you need to be careful in writing because electronic communication puts your expression into black and white documentation.

· Consider first the effect of your response to your client, coworker or Bosses, considering their ages, family backgrounds, as well as educational background you have a mix of people around you.

· Business deals happen over the phone, contracts are signed over the electronic media, thus making these ways of communication, is the key player in business. Learning the effective ways of communicating them efficiently is the vital component of the success of a corporate world.

Good luck.

Hello there people of the country of the world. My name is Ramon Goteb. One of my dreams is to write to the heart of every human being the goodness of God that created this beautiful earth.

I wrote every article not just to give myself a satisfaction in writing it but, frankly I wrote it because I love God. And by loving God we have to learn to construct in our heart an attitude to share the love that God has given us.

Follow me by reading my blog. Wherever you see it READ. This is to familiarize some quote that give praises to our God.

And at the end of the day say: to GOD be the glory…

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PEOPLE + PLACES + EVENTS + KNOWLEDGE

2016-07-28

JOB COMPUTER SECRETARY / RECEPTIONIST SKILLS MADE SIMPLE AND EASY

3. ACCESS INFORMATION USING COMPUTER

4. PRODUCE OUTPUT DATA USING COMMUNICATION SYSTEM

5. MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

8. PROVIDE PROMPT AND QUALITY SERVICE TO CUSTOMER