Starting with a very light heart makes work pleasant and enjoyable. When assigned in a different work environment, remember that this is an opportunity that training gives. You have to be flexible to enjoy work. Study carefully how you can fit into the work environment. Try to prove to others that you can do the work. Remember that in training, the more practices you get, the better prepared for employment you become.
Listen carefully Dont monopolize. Try to listen to the ideas of other people around you. Keep an open mind to the suggestion and comment of others. Adapt your thought speed. Cultivating Patience and Self Discipline. Training and employment require that you cultivate patience and self discipline with other people and while working in a certain task. In calculation of these virtues is however, easier said done. Certain guidelines may then be important in the task of building up patience and self discipline.
Learn how to wait. Positive results are commensurate to the amount of effort you put in. Try to soften the pain and troubles you encounter. Great difficulties should teach you to redouble you efforts. If you expect to be attended to at once but others get it instead, consider the situation that others may badly need attention more than you do. Priority has to prevail. When angered by as troublesome situation, count ten and if still angry count as m any as you can until your anger subsides.
By then you shall have fully controlled your anger and may be capable of deciding wisely. When things wrong and it doesnt seem to be your day, dont despair. Tomorrow is another day. Always have control of ones thinking; well- thought actions control your other actions.
Start with a strong and persistent drive to gain self- confidence; Have a strong and firm faith and respect in yourself; Assess your capabilities and limitations; Know thoroughly what you are going to do; Set your mind on what you want to accomplish; Act and work confidently; Practice!!! In this context, values are standards which we strive to achieve. Values are practical habits that enable us to achieve our mission and corporate purpose. Reality Fact-based What if we want to be better, we must act within the context of reality the facts.
Business and individuals often make serious mistakes by making decisions based on what they wish was so or based on theories which are disconnected from reality. The foundation for quality decision making is a careful understanding of the facts.
Reason Objectivity Mankind has a specific means of survival, which is his ability to think, i. A lion has claws to hunt. A deer has swiftness to avoid the hunter.
Man has his ability to think. There is only one natural resources the human kind. Clear thinking is not automatic. It requires intellectual discipline and begins with sound premises based on observed facts induction and able to apply general principles to the solution of specific problems deduction. You must be able to think in an integrated way, thereby avoiding logical contradictions. Independent Thinking We learn a great deal from each other. However, each of us thinks alone.
In this regard, each of us must be willing to make an independent judgment of the facts based on our capacity to think logically. Just because the crowd says it so, does not make it so. In this context, each of us is responsible for our own actions. Each of us is responsible for our own actions. Each of us is responsible for our personal success or failure, i. Productivity WE are committed to being producers of wealth and well-being by taking the action necessary to accomplish our mission.
The tangible evidence of our productivity is that we have rationally allocated capital through our lending and investment process, and that we have provided needed services to our clients in an efficient manner resulting in superior profitability. In a long- term context and in a free market, the bigger the profit, the batter. This is true not only from our stakeholders perspective which would be enough justification , but also in term of the impact of our work on society as a whole.
Healthy profits represent productive work. Honesty Being honest is simply being consistent with reality, which is therefore self- defeating. A primary reason that individuals fail is because they become disconnected from reality, pretending that facts are other than they are. To be honest does not require that we know everything. Knowledge is always contextual and man is not omniscient. However, we must be responsible for saying what we mean and meaning what we say. Those who contribute the most should receive the most.
The single most significant way in which employees evaluate their manager is just. Employees become extremely unhappy and rightly so when they perceive that a person who is not contributing is over- rewarded or a strong contributor is under- rewarded.
If we do not reward those who contribute the most, they will leave and our organization will be less successful. Even more important, if there is no reward for superior performance, the average person will not be motivated to maximize his productivity. Pride Pride is the psychological reward we earn from living by our values, i. Aristotle believed that earned pride not arrogance was the higher of virtues, because it presupposed all the others.
Striving for earned pride simply reinforces the importance of having high moral values. Each of us must perform our work in a manner as to be able to be justly proud of what we have accomplished. One of the responsibilities of leadership in our organization is to ensure that each individual is rewarded based on their contribution to the success of the total team.
We need outstanding individuals working together to create an outstanding team. Responsibility very company has its own rules and regulations. It is the responsibility of each and every worker to follow them. Perseverance e patient in handling task. Try to finish your work assignment on time, no matter how boring it is. Ability to follow instruction Make everything clear before your start on your task. Read and understand the instruction. If something is vague, dont be afraid to ask.
Attitude towards supervisor ou cannot attain success all by yourself. You need to bring other people into your lives. You cannot afford to get along without them. Try to develop a smooth relationship with your co- workers. Be ready to lend a helping hand. Surely, when the time comes when you need their help they would be more than willing to give it to you.
Dependability ou must be relied upon to perform other tasks. Make your supervisors feel you are there when you are needed, producing the right outputs. Personality ersonal qualities and characteristics are important. At all timed, make sure you conduct yourself properly to gain respect.
Do away with bad behaviors that will offend others. Pay attention to your appearance. Be neat and clean every time you report to work. Dont create false impressions e yourself. Dont try to impress your supervisors nor your co-workers by pretending to be what you are not. Exert effort rather than impress.
Dont steal the credit or acknowledge the work as yours because of the desire to advance in position. Dont slander others Making up stories to put down others is foolish. This will never pay-off. Never gossip about the misdeeds or misfortune others. Choose the right place and the right time. Dont carry your problems to work ife is not problem free. All of us experience domestic problems.
Dont be Ms. Scatterbrain rioritize your task from the most important to the least important. Accomplish the more important ones first. Dont spent more time on unimportant job than its warrants. Dont be braggart s you start to taste the sweetness of success, dont forget that what goes up can go down.
So remain humble. Improve yourself Dont allow yourself to stagnate. When there are no chances to grow ook for other possibilities. Capitalize on your experience. If you find yourself in a dead-end job meaning there are no promotions and no opportunities to move up, you can explore other job opportunities.
You are now more equipped to venture on this exploration. Hobbies Having outside interest can make you more interesting person which in turn will help you become a more effective worker. Have a sense of humor Smile Do your job with a smile.
It takes less facial muscles to smile than to frown. Service with a smile guarantees more business. Nothing else carries much weight than a smile. The more you smile, the more you impress others favorably Be friendly and quietly confident When your personality exudes these qualities everyone soften up to you. Multiple Choice: Choose the letter of the correct answer from the given choices.
To provide service to everyone without unfair discrimination regardless of party affiliation or preference. Commitment to Democracy b. Justness and Sincerity c. Nationalism and Patriotism d.
Political Neutrality 2. To commit themselves to the democratic way of life and values, maintain the principles of public accountability and manifest by deeds the supremacy of civilian authority over the military. Political Neutrality 3. To remain true to the people at all times a. Political Neutrality 4. Be patient in handling task, try to finish your work assignment on time, no matter how boring it is. Perfection b. Perseverance c. Self reliance d. Responsibility 5. Competing demands to achieve personal, team and organizational goals and objectives are prioritized 2.
Resources are utilized efficiently and effectively to manage work priorities and commitments. Practices and economic use and maintenance of equipment and facilities are followed as per established procedures. If you feel that you are now knowledgeable on the content of the information sheets, you can now answer self check provided in the module. Answer self check 3. Having clearly defined Key Results Areas enables you to take ownership of your job and to accept responsibility for those areas in which achieving results are your responsibility.
The diagram indicates the all-important area of overlap in which you can make Key Results Areas work for you. What's the difference between my position in the company, my roles and my tasks? Your tasks are the activities that you have to perform in order to carry out your roles, for Instance:. Your function is defined by the key roles you play in terms of agreed success factors. Your roles tend to remain constant while your tasks may change in line with changing circumstances and targets.
Having your goals clearly defined makes it easier to change something along the way if this should become necessary. Managing your performance will be no headache if you make the steps below a personal ritual that you follow conscientiously at regular intervals. Has your job focus changed?
Has the company changed focus? Drop unfocused Key Results Areas and add new ones. Regularly check progress. Are you on target to reach your goals? Who can help? What can be done to assist you? Obtain your manager's feedback. Write True if the statement is correct, Write False if the statement is wrong. Write your answers on a separate sheet.
Key Results Areas enables you to take ownership of your job and to accept responsibility for those areas in which achieving results are your responsibility. Tasks are the activities that you have to perform in order to carry out your roles. Know the values that an employers look for in employees. Learn the ethical standards of behavior. Internships are an excellent time to show employers that you have the personal traits that they value in their employees.
Do not make the mistake of missing the opportunity to show your supervisors at your internship that you have what it takes to be successful on the job as well as possessing the personal characteristics they value.
An internship is an opportunity to learn the skills and behaviors along with the work values that are required for success in the workplace. Strong Work Ethics employers value employees who understand and possess a willingness to work hard. In addition to working hard it is also important to work smart.
This means learning the most efficient way to complete tasks and finding ways to save time while completing daily assignments. Dependable and Responsible employers value employees who come to work on time, are there when they are suppose to be, and are responsible for their actions and behavior. Possessing a Positive Attitude employers seek employees who take the initiative and have the motivation to get the job done in a reasonable period of time. A positive attitude gets the work done and motivates others to do the same without dwelling on the challenges that inevitably come up in any job.
Adaptability employers seek employees who are adaptable and maintain flexibility in completing tasks in an ever changing workplace. Honesty and Integrity employers value employees who maintain a sense of honesty and integrity above all else. Good relationships are built on trust.
Strong Self Confidence self-confidence has been recognized as the key ingredient between someone who is successful and someone who is not. A self confident person is someone who inspires others. Professionalism employers value employees who exhibit professional behavior at all times. Professional behavior includes ;. Loyalty employers value employees they can trust and who exhibit their loyalty to the company. Companies offering employee growth and opportunity will ultimately gain a sense of loyalty from their employees.
Review your plan for possible flaws which you may encounter in the initial stage of your work, look out for something which may affect your spirit. Consult others who had already experienced the same job.
From them you will get enough encouragement and you would know what to expect if something goes wrong along the way. Connect yourself as a beginner. As one, youll be surprised that you are capable of doing right things. Think positively, always feel like a winner. No obstacle will hinder your desire to start right when you have set the right mood for job. The success of any undertaking depends upon the attitude of the involved in it, how effective they are individually and as a team.
An effective work team must possess the following characteristic;. A team work should be free from emotional tension. Members should be genuinely involved and interested in the teams effort. Every member should practice. Each one should show no signs of boredom.
There should be free discussion of issues but strictly to the subject matter. When action is taken and work assignment are made, members should accept their responsibilities.
No one should be allowed to dominate the group. Leadership should shift time to time. Attendance employees are more inclined to hire a prospective employee who is never absent from work unless it's absolutely necessary Communication If you're going to be absent from work, you should make every effort to call or email your supervisor and let them know that you're not going to be there. In addition, if a problem arises on the job then you should make every effort to let your supervisor know, so that the problem may be resolved in the most timely and effective manner.
Attitude is also a very important work ethic. When you are at work, you should project an attitude that shows you care about doing your job, and doing your job well. You should also be willing to take on those occasional additional projects or help out a colleague that may be having a difficult time.
Productivity is managing your work priorities. On the job, there is a great chance that you will encounter a wide variety of customers and co-workers from a wide variety of backgrounds and life circumstances.
While it is most certainly your right to agree or disagree with everything your co-workers and customers represent, or how they present themselves as people, at the very least, you should respect them, because they're human beings, working towards man of the same company goals as you.
Instead, it should be taken home for washing. This will enable you to wear fresh uniforms daily. Shop Area Stock materials orderly and safety. Classify materials according to their uses and stock them properly. Make sure your tool room is clean. Free from flammable substances or chemicals. Arrange your tools well, make sure broken ones are kept safely to avoid accident. Always dust shelves and cupboard tops; this will prevent you catching colds. Use your locker properly, never deposit soiled or damp clothes inside to prevent foul smell.
Keep your locker always locked when you are not around and clean it properly regularly. Comfort Rooms clean toilet be speaks of the kind of occupant who use it. You have an to keep it clean by observing the following rules: Use the toilet properly; flash it every after use. If toilet is provided make sure you dispose it properly. Never put into the toilet bowl hard or thick paper which will not dissolved easily.
Lavatory and Shower Use the lavatory properly; clean off food particles before washing utensils. Scrape off sticky soil before washing the garden tools.
Report immediately to the maintenance authority when clogging occurs. Throw them in the trash can and cover them properly. Never throw food particles in the lawn so as not to attract flies and other harmful insects. The correct way of doing any activity must be coupled with safe practices. Learn to work without hurting yourself or endangering fellow trainees.
Getting proper instruction for the operation of instruments, machinery and equipment. Requesting assistance from the trainer when not sure of how a machinery or equipment works.
Fixing your hair properly or removing all accessories such as hairclips and jewelries so that they do not destruct you while working.
Familiarizing one with authority warning calls. Knowing the nearest exit and fire extinguishers. Using the fire extinguishers when needed and report it immediately to your trainer after use. Return tools and material in their proper places while on a particular job to give others a chance to use them. A set of common character traits looked in a potential employee.
Learning thevalues most Utang naway efficient Loob to complete tasks and finding ways to c time save Physical whilefeatures completing daily assignments d Work ethics. Honesty 7. An important work ethics that should not be made as routine habit. Communication 2.
The enthusiastic employee who creates an environment of good will and c. Adaptability a. Honesty 8. Positive Attendance attitude b.
Productivity 3. Honesty 9. Working, setting priorities, working on the more difficult task first c. Integrity saving the less difficult task for the days when one cannot have a lot to d. Positive attitude accomplish. It has been recognized as the key ingredient between someone who is a.
Attendance successful and someone who is not. Communication a. Productivity Self- confidence d. Respect c. Self motivated Showing care about doing your job and doing your job well. Character 5. One traits who requires little supervision and direction to get the work done in a c. Set priorities a. Know the importance of company policies. Identify job description to job performance. An example of a policy would be company rules that address smoking tobacco products in the workplace.
Specifically the policy could state that smoking is not allowed within 25 feet of the building. There must also be a procedure to follow in case the policy is violated. Each employee should have a job description contained within the policies and procedures manual that outlines exactly what is expected on a daily basis. A job description for a receptionist may state that the receptionist must be seated at his desk to greet clients and answer the phone except while on authorized breaks.
The policy toward such an employee could be that any employee that fails to perform her duties as outlined in her job description will be issued three warnings. If the problems persist, a written warning would be issued. Finally, if the nonperformance were to continue the policy could call for a termination notice.
Making sure employees arrive to work on time promotes continuity. The procedure to address continued tardiness would be to provide counseling to any employee who is more than five minutes late three times in a day period. It could also call for penalties that might accelerate on a case-by-case basis.
An employee that abandons his job has a direct effect on his employer's profitability and productivity. A policy that provides a method to address job abandonment may state that any employee that does not report to work for three consecutive days, and does not call his immediate supervisor, will be terminated. There must be policies and procedures documented in detail that deal with issues like refunds and exchanges.
The procedure concerning returns may state that a supervisor must be notified if a customer comes to return an item without a receipt. Multiple Choice: Read and understand the questions below. Write the word of the correct answer in a separate answer sheet.
Refers to whether a person is performing their job well. Company policies 2. Customers 3. Tardiness 4. Job performance 5. Licenses and or certifications according to the requirements qualifications are acquired and maintained.
Training and career opportunities based on the requirements of industry are completed and updated. Learning Activities Special Instructions nformation sheet 3. Read Information sheet 3. If you feel that you are now knowledgeable on the content of the information sheets, you can now answer self check provided in the module 4.
Answer Self-check 3. Know the qualification standards of a worker. Learn professionalism in the work area. Qualification standards are intended to identify applicants who are likely to be able to perform successfully on the job, and to screen out those who are unlikely to do so. Some qualities that an individual meet to earn respect. Upgrade the image and appreciation of professional technicians in the eyes of the public,.
Upgrade the skill level of technicians particularly the skill of dealing with customers , and. Recognize outstanding individuals who live up to the "ideal" standards with prizes and awards. If we would like to become a professional we need to observe the following :.
Work ethic this was described as being honest, dependable and resourceful. Other important aspects of the work ethic include loyalty and being a "team player.
Job knowledge the working professionals who responded to the survey said you cannot be a top notch professional if you do not know your job. Experience is what counts, and the more you have of it the better. Communication skills the ability to explain things and with proper grammar, too why a is necessary or why it is being recommended is an essential skill today for dealing with the public.
Even so, technical knowledge including an understanding of basic mechanics, electricity, electronics, diagnostics, etc. Career path how you came to be a technician is also an important criterion. This includes the formal training and experience you have had, ASE certification, etc. Coping skills the ability to handle stress is absolutely essential to survive in today's fast paced, high pressure work environment.
But so too is the ability to deal with customer complaints and other frustrations that are part of the job. Also the ability to exercise flexibility, initiative, good judgment and discretion. Appearance though ranked last on the list, appearance is by no means less important than any of the previous criteria for success.
Included here are such things as wearing a clean uniform to work, neat appearance, etc. And if you are a service writer or advisor, you had better wear a tie. Cultural and ethnic diversity Ability to relate to individuals from diverse ethnic, cultural and socioeconomic backgrounds and to work with them in a fair, supportive and cooperative manner.
Possess understanding or willingness to learn issues affecting the retention, advancement and matriculation of underrepresented students. Experience working with students from diverse backgrounds and a demonstrated commitment to improving access to higher education for disadvantages students Candidate should describe previous activities mentoring women, minorities, students with disabilities or other under- represented groups.
Education, licenses, certificates OR such as attained through upper division coursework OR equivalent combination of education and experience. Equipment, Instrumentation, Machinery Ability to use hand tools, small power tools and test equipment. Math skills sufficient to calculate and monitor payments accurately. Knowledge of basic accounting principles and procedures sufficiently to oversee, manage and project budgets.
Ability to make judgments regarding alternative means of procuring materials or services based on cost and serviceable. Interpersonal and Communication Skills Written Verbal Ability to develop and give oral presentation to both large and small groups. Leadership Excellent leadership skills with demonstrated abilities to resolve diverse problems, to understand the importance of structure, organization, resource management and to complete critical tasks in a timely manner.
Management Leadership, planning and problem- solving skills. Excellent analytical skills Ability to manage a unit including developing procedures, participate in program planning and analysis or qualitative review to determine appropriate actions.
Political acumen sufficient to establish and maintain effective working relationships with diverse constituents Ability to set priorities in a complex environment in a changing organization and environment. Organizational Skills, Priorities, Deadlines Demonstrated flexibility and excellent organizational skills with ability to prioritize work and function independently completing a high volume of forms and variety of tasks accurately and with close attention to detail under pressure of deadlines with frequent interruption or destructions.
Organizational and time management skills sufficient to independently establish priorities and coordinate and complete competing assignments within established timeframes. Ability to prioritize work and work accurately under pressure of deadlines with frequent interruptions. Ability to maintain organized records. Ability to work quickly, accurately and independently in a fast- paced environment.
Ability to plan activities and programs such as meetings , orientation and retreats. Policy Interpretation Ability to ensure compliance to applicable laws, guidelines, policies.
Procedures and practices. Ability to learn and apply a variety of policies and procedures. Ability to assimilate from oral or written sources, a broad knowledge of campus and external agencies, if applicable policies and procedures and apply them with consistency to individual situations.
Supervisory Experience or ability to supervise staff e. Team work Demonstrate ability to work efficiently as a part of a team.
Ability to manage a unit including developing procedures, participate in program planning and analysis or qualitative review to determine appropriate actions. The ability to resolve diverse problems, to understand the importance of structure, organization, resource management and to complete critical tasks in a timely manner. Ability to ensure compliance to applicable laws, guidelines, policies, procedures and practices.
The ability to handle stress is absolutely essential to survive in today's fast paced, high pressure work environment. Communication skill b. In a recent study on Career Readiness conducted by NACE National Association of Colleges and Employers , employers who hire college graduates were asked which professional competencies were essential to workplace success.
Here are 12 ways you can develop and practice professionalism: Be productive Use your time productively at work. Focus on your job responsibilities and avoid getting pulled into social media, web browsing and phone activity while on the clock. Develop a professional image Project a professional presence and dress appropriately for your industry and organization. A good rule of thumb is to dress in the position you aspire to have. Take the initiative Ask for more projects to be given to you or think of assignments that will meet your organization's goals.
Work values and ethics code of conduct, code of ethics, etc. Company policies 3. Company-operations, procedures and standards 4. Fundamentals rights at workincluding gender sensitivity 5. Personal growth and work plans are pursued towards improving the qualifications set for the profession 2.
Intra-and interpersonal relationships are maintained in the course of managing oneself based on performance evaluation 3. This Section identifies the range of business relationships a business may need, or elect, to develop and maintain, and describes the environment in which such a relationship will need to occur for it to be effective. Who might you want to establish business relationships with?
Exactly who you or your business will seek to establish a business relationship with will vary between individual organisations. A hotel will have different business relationships to travel and tourism yet there will be some common relationships. Suppliers These are businesses or individual who provide products and services to the organisation.
Suppliers are important to businesses because they provide the goods a business sells and they provide a variety of services repairs and maintenance; advertising; utilities the business requires to sustain its ongoing presence in the marketplace. Strategic partners These are other businesses with whom a businesses has entered into a formal business relationship with for mutual benefit. Employees There is always a business relationship with workers. Where the other party responds positively to the initial contact, a relationship can be said to exist.
The environment of a business relationship Whenever and wherever a relationship exists, it should be occur within an environment that promotes goodwill, trust and respect between the business and the other party.
Goodwill The business must act in such a way it generates goodwill towards itself. Goodwill refers to the positive feelings and sentiments customers and others have towards the business.
Advertising and promotion can and is aimed at generating goodwill but will never convince others unless the business genuinely does what is states it will do or has done.
Trust is a result of actions and not promises. For example, if your supplier requires payment within 30 days, make sure they receive payment within this time.
Trust means your customers can rely on you to deliver what you have promised, when you have promised it and at the price you said it would be provided at. Respect Respect is the regard you have for customers and stakeholders. The need for on-going trust and respect Trust and respect are vital to all effective and mutually beneficial business relationships regardless of whether the other party is a customer, supplier or other.
You cannot demonstrated trustworthiness once and believe, on that basis, the customer will believe all future promises. Trust needs to be evident in every transaction, dealing or contact for the life of the relationship — it is a never ending pre-requisite to all business relationships. This Section identifies many of these opportunities.
Opportunities to maintain regular contact Opportunities to maintain contact with customers and suppliers must be actively sought out and used. Industry functions Again, there are many industry functions ranging from product launches to trade exhibitions, and they all provide rich opportunities to meet people and establish and build business relationships. Association membership There are many industry associations and bodies that represent and serve various industry sectors.
Most are unique to different industry sectors for example, travel agents will have associations different to those focussing on hotels, cooking, housekeeping but some are generic across industry types such as Chambers of Commerce organisations, and local employer organisations.
These associations provide a wealth of relevant industry knowledge and information and an excellent forum in which to meet people and organisations of like mind to yours. Your business should join a relevant organisation if it is not already a member, and you should make an effort to attend its meetings and functions to get a feel for what it is all about. Cooperative promotions There will be many situations where your business and another organisation will join together to run a promotion.
If you decide to use the telephone you can make regular, inexpensive but much appreciated contact with suppliers and customers. Telephone contact is much more personal than an email and enables and encourages two-way communication as opposed to the very limited benefits of one-way communication. Using the phone is easy, but it does require you to commit to making sure you do it. This means developing a schedule of contacts and contacting key people perhaps every fortnight or monthly and other people less frequently.
Time to make these important calls should be diarised to ensure the calls are made. These contacts must be regarded as important and need to be allocated the time and priority they deserve. Where people indicate they do not want or appreciate telephone contact make sure you respect this and stop calling — perhaps a letter or email is a better alternative for these people.
Face-to-face meetings may be even more appropriate. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date. Company policies 8. Company-operations, procedures and standards 9. Fundamentals rights at workincluding gender sensitivity Personal growth and work plans are pursued towards improving the qualifications set for the profession 5.
Your output shall appropriate 3. The negotiations must be conducted in a business-like and professional manner within any applicable relevant cultural contexts. This Section gives a context to the process of negotiation and presents advice for effective and ethical negotiation. Why negotiate? Negotiation is sometimes undertaken because it is the best way of resolving conflict or striking a deal, when the parties involved believe that not reaching an agreement means a loss for everyone.
In these circumstances the parties are usually willing to make some concessions in order to achieve a win-win situation. That is, the true aim of a negotiation is for both parties to come out of the negotiations as a winner — the idea is not for one party the business you work for to win and the other party supplier or customer to lose.
Compromise is an essential element of true negotiation. Not all negotiations, though, reach a successful conclusion. Negotiation — defined For our purposes, negotiation can best be defined as 'A process in which two or more parties confront a problem and arrive at a solution which best meets the needs of all of them'.
Implicit in this definition is communication takes place in which you try to get approval, agreement or action from someone else, which may be different to what they first wanted.
For example, a negotiation may occur between you and a supplier, between you and a guest, or between you and the head of a certain department or business owner. Also it is important to realise most negotiations often result in a less than perfect solution or outcome for one, or both, parties. In some cases, the final result may even be little better than what they hoped for.
Realistically, this can mean what you lose today, you will or hope to pick up tomorrow. It is also useful if you can find something out about the person with whom you are negotiating — what have their tactics been in the past?
What are their strengths and weaknesses? What are their stated and their hidden goals and agendas? A calm, non-emotional approach — anyone who engages in negotiation must be calm and collected. Negotiations are no place for those who are quick-tempered, hot headed, easily provoked or readily goaded.
While you must strive to remain professional during all negotiations, there is always the possibility personalities will intervene and things can get very personal, very nasty and very ugly in a short space of time.
It also involves knowing when to keep quiet — silence can be a powerful communication tool and an effective negotiation technique.
It is important to realise different people have different perspectives and while you do not have to agree with or practice their customs, an awareness of them will always be appreciated and will always facilitate the negotiation process.
There is little point in going over and over what has already been said — it can even be counterproductive: the process needs to move on and it is often you who will have to instigate this. Obtain agreement about what has been discussed, re-cap the relevant points, and suggest the next step such as signing a deal or contract, paying a deposit, filling in a required form, or accepting a handshake.
The precise nature of organisational needs will change over time, and often vary with the seasons and or time of the year or day of the week. Given the parameters of this negotiation, what is the establishment seeking to get from this negotiation? What is your bottom line? On the basis of what they have told you, what you know, and what you have found out through research — what are their precise and definitive needs?
Are their needs such that they are saying one thing and perhaps actually believing what they are telling you , but really meaning something else? Ensure you have the facts before you start negotiating: if you do not have the facts, or you do not have all the facts it may be better to postpone the negotiating session. There is nothing worse than negotiating in good faith only to have the other party prove one of your figures or the basis of one of your suggestions is wrong or flawed.
In many cases it is impossible to recover from such a position — trust, goodwill and respect can often be destroyed by what is truly an innocent mistake. Can you introduce something to make what they know irrelevant, out-of- date or insignificant?
Have they tried other places and failed? Does the other party have a recognised point where they are vulnerable? It can be useful to begin by comparing what you both believe to be the situation — this can help establish common ground to serve as the basis for a discussion and a solution.
It is very difficult to negotiate when you are on different wavelengths. There needs to be a meeting of minds. There are often many false assumptions made about the margins our industry shows on various items travel, tickets, tours, food, beverages and accommodation , and the profits made by industry operators. The other party may also be assuming you are not busy or are not well-booked and may therefore try to push for cheaper rates: advising them you are nearly fully-booked can avoid this problem and neutralise this bargaining point.
Remember, first-hand knowledge is best. Never simply believe what the other party tells you — if you can, check it out and determine the truth for yourself.
The facts can often appear quite different when you make some enquiries yourself. Similarly, do not try to talk with authority about things you have not experienced yourself — you will soon get found out and lose all credibility. Pay attention to the statements made by both sides; the offers and counter-offers; the objections and how they are responded to; the body language.
Note: dealing with small issues immediately does not mean you have demonstrated you will be prepared to deal similarly with bigger, more important and or more expensive issues. They also provide the basis for review and reflection where negotiations have to be continued at a later date. Try to work out what they might say, what they might present as their point of view, and how they may try to pitch their case. How can this position be exploited or defended?
This means all decisions taken by management and operational staff should support attainment of the goals and objectives the business has set for itself in terms of its Business Plan and its Marketing Plan. This Section presents factors to consider in this regard as well as identifying possible legal and ethical constraints applicable to the negotiation process.
Or alternatively, what is the most we are prepared to pay to a supplier? Who is entitled to them? What extra can you give or include? Different departments can have a different focus or objective It is worth noting there is often tension between the Sales and Marketing department and other departments in a business.
This is often because Sales and Marketing are sales-focussed that is, focussed on selling rooms, selling seats, selling tickets, functions, events, trips and tours regardless of the price for which they are sold. By contrast, individual departments are focussed more on profit from their sales and are often not prepared or happy with a Sales and Marketing department that sells loads of rooms, seats, tables or tickets but does so at a price that does not return the required profit margin.
Remember target markets for a business can change over time, so what is sought today may be dated in three months' time and be irrelevant or of less importance. This, too, is subject to change, so it is important any negotiated solutions are in accord with these requirements. Or is the business targeting an elite market position based on highest quality, best service and corresponding high prices or rates? There is little point negotiating a deal with a group of young, overseas backpackers when the venue has a revised focus on domestic senior citizens.
Change is constant An important point to remember is business focus is likely to change over time and all negotiations must accommodate or at least take into account to some extent this fact. There may be a strategy or plan to guide this change of direction, necessitated by customer feedback or complaints, or caused through action taken by competitors — the point being you really do function within a dynamic business environment and there is a need for the business and departments within it to respond appropriately.
Changes may have identified certain events, specials, or deals that will occur at some predetermined point in time: thus, our negotiations today may need to take these planned changes into account. Travel and tourism businesses offer planned seasonal specials and deals as well as other packages based on time-related factors.
Legal constraints All businesses must operate within the law. Ethical constraints Ethical constraints are business practices the organisation elects to comply with. This means they have a choice about whether or not they comply with them.
In many cases, businesses elect to go beyond the basic legal, compliance requirements in these areas to demonstrate their commitment to the cause. May include higher fees and charges; refusal of attendance at meetings, seminars and conferences; restricted access to products, services, information. This Section provides tips and techniques to use when negotiating with others so there are win-win outcomes.
Need to maximise benefits In all negotiation situations you must strive to maximise the benefits to all parties involved: negotiation is not really the practice of exploiting the other party while maximising your result.
Any negotiation seeking to take advantage of the other party will only damage or destroy any potential long-term relationship and benefits: repeat business from customers and with suppliers is a fundamental requirement for ongoing business success.
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