Once you have a job, it’s a good idea to still think of yourself as theowner of your own company, Me, Inc. To keep Me, Inc. running,you need to please your customers, improve your skills and buildrelationships with people at work. In other words, you have to be anexcellent employee with a good work ethic.

You develop excellent work habits one day at a time, one behaviorat a time. This chapter describes in detail how to achieve excellenceand a good work ethic, as well as the benefits you gain from them.

You take the initiative to manageyourself and your area... Think of

yourself as running your ownbusiness within a business.

William Yeomans7 Survival Skills for a Reengineered World

Quote

• You earn respect and trust. People appreciateyour contribution.They know you pullyour own weight,which helps them do their own jobs.

• You feel good about yourself. You have a sense of integrity and honor. Youmake choices that develop your character in apositive way.

• You feel more in control.As Stephen Covey writes in 7 Habits of HighlyEffective People, we have “two ways to putourselves in control of our lives immediately.We can make a promise—and keep it. Or wecan set a goal—and work toachieve it.”Developingwork ethicsand excellenceafford youmanyopportunitiesto do both.

Work EthicBeing an Excellent Employee

Benefits of ExcellenceYou experience many benefits when you develop a positive work ethicand excellent work skills:

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[An] outstanding employee...would have integrity... the ability tomake and meet commitments. I thinkone of the greatest characteristics isdependability. If someone says they aregoing to do something, you can beassured that they will do everything theycan do to make sure it gets done.

Richard Massou VP Information Services

Parkland Health & Hospital SystemDallas

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[T]here are great benefits from beingidentified as a trustworthy, discreet,constructive person by senior members ofyour organization. You'll be givenconfidential information often and earlyenough to put you in control of your job,your work environment, and your career.

Richard Germann Diane Blumenson and Peter Arnold

Working and Liking It

Quote

• You advance your career. Employers and coworkers see you as a valuablemember of the team and reward you in many ways,including promotions, wage increases and new jobopportunities.

Work Ethic and Work Excellence

Pride in Work• Know the value of your contribution.• Strive to be the best at whatever you do.• View every job as an opportunity to make

Me, Inc. better and more successful.

Attendance• Be at work on time.• Don’t take days off unless necessary.• Be responsible when you can’t show up.

Integrity• Don’t lie, cheat or steal.• Don’t cover for those who do.• Follow company policies and rules.

Attitude• Be positive and open to change.• Take responsibility for your feelings.• Focus on giving, not getting.

Maximum Effort• Leave your personal life at home.• Avoid too many breaks, calls, emails, etc.• Volunteer to do more and help others.

Productivity• Work quickly, accurately and efficiently.• Strive for productivity, not just activity.• Take the initiative.

Customer Service• Treat everyone with respect and courtesy.• View the customer as vitally important.• See problems as opportunities to gain

customer loyalty.

Communication• Communicate often with your supervisor,

coworkers and other customers.• Be assertive and respectful.• Listen more than you speak.

Followership• Treat your supervisor with respect.• Follow directions enthusiastically.• Make your supervisor look good.

Be a Good Team Player• Be discreet; don’t gossip or backstab.• Find the value in everyone’s contribution.• Focus on the common good, not personal

advancement.

Continuous Learning• Seek opportunities to learn more.• Be open and willing.• Ask for help and humbly accept the response.

Problem Solving• Follow a proven problem solving process.• Involve others in problem solving.• Practice and improve your creativity.

Organization• Develop and maintain routines.• Arrange work space and tools so that you

know where everything is all the time.• Take notes so that you don’t have to

remember everything.

Time Management• Prioritize your tasks.• Follow a daily to-do list.• Keep track of appointments and work hours.

Appearance• Dress appropriately for your job.• Use your best manners.• Remember that your demeanor reflects on

your employer.

21 Work Ethic

Work excellence and excellent work ethics areclosely related. An “ethic” is a principle of correctbehavior. To have “a good work ethic” means tobe honest and hard working. Many employersconsider it the most important quality anemployee can have. They call it “character” or“integrity.”

Excellence, meanwhile, focuses on how well youperform your job, what you produce (your valueto your employer) and the qualities it takes to beproductive, including your level of skills,knowledge and ability.

You need both excellence and a good work ethicto succeed at work. If you have a great workethic but are incompetent, employers will notwant you. Nor will they want you if you areincredibly productive but steal from them.

Together, a good work ethic and the qualities ofexcellence make you valuable to any employer.They put you in charge of your career.

Here are the qualities you need for each:

Work ExcellenceWork Ethic

The secret of joy in work iscontained in one word—excellence. To know how to do

something well is toenjoy it.

Pearl Sydenstricker Buck

Quote

I think there are three importantareas. First, relevant experience. Do theyhave the expertise we need to succeed?Second, personal qualities. Do they haveintegrity? Do they like to have fun? Willthey work in a collaborative environment?

Are they client focused? And third,do they exhibit the willingness tochange and grow?

Joe Eazor, CEO Springbow Solutions Inc.

Quote

[An indispensable employee is a]team player, willing to take on newresponsibilities and challenges, [with]excellent communication andinterpersonal skills, a well-developed

sense of customer service toinner and outer customers.

Michael Hernandez, web developerGlazer’s Wholesale Distributors

Quote

You must have a strong workethic combined with the ability to pickup new skills quickly. It is highlyimportant that an employee is flexible inthe work environment, whether it is

working hours or learningnew skills.

Steven Kirkland, technical writer Compuware Corp.

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22Work Ethic

Pride in WorkA strong work ethic means taking pride in your work, regardless of what jobyou hold. When you take pride in your work, success flows naturally fromthat. Your pride depends on two factors: your belief in the value of all workand your belief in the value of yourself.

Why Your Job MattersIt’s up to you to decide the value ofyour job. If you think no job’simportant unless it saves lives, forinstance, you might consider instead: • How you help others.

How does your job serve otherpeople? Operating a fast-food cashregister, for instance, can berewarding because you help satisfysomeone’s hunger.

• How you help society. A country functions best when all

its people contribute to thegreater good. When youearn money and pay taxes,supporting yourselfthrough your labor, youplay a vital role in shapingand maintaining thenation’s economy.• How you help yourself.Your current employer is

really a client of yourcompany, Me, Inc., and may leadyou to other clients. Do your bestbecause Me, Inc. is important, nomatter who its present client is.

Every Job Matters“It’s only an after-school job. Itdoesn’t really matter.” “Who cares?It’s just for minimum wage.” Haveyou heard people talk this way? Haveyou said such things yourself?

Some people think jobs have to pay alot or demand advanced skills to bevaluable. When they have a job thatthey consider “beneath” them, theydo the minimum or less—not caringabout their contribution.

The truth is that all work has value.Every job,no matterhowmenial,serves apurpose.Every jobconnects toevery otherin acomplex,invisible web.Your actions at work can affect thelives of people you may not evenknow, as Memo’s story illustrates.

Pride in Work Leads toPride in SelfThe best way to value your work is tovalue yourself. If you think you are aquality person, you will do qualitywork.

Contrary to popular belief, you don’tgain feelings of self-worth throughtherapy, self-help groups or magazinearticles. Instead, you learn to thinkpositively about yourself by doingpositive things. You “act yourself intoright thinking.”

If you act “as if” you value yourself,you will act “as if” you value yourwork, as well. You will work hardand treat your job as if it wereimportant.

Eventually, you’ll see yourself as thehardworking, trustworthy personyou’ve become. You’ll find that youhave a strong work ethic, pride inyour work and pride in yourself.

If a man is called to be astreetsweeper, he should sweep streetseven as Michelangelo painted, orBeethoven played music, or Shakespearewrote poetry. He should sweep streets sowell that all the hosts of heaven and earth

will pause to say, here lived agreat streetsweeper who did hisjob well.

Martin Luther King, Jr.

Quote

Through work come feelings ofusefulness, of dignity, of accomplishment, of

pride in knowing that one has earnedhis or her way in the world.

Richard Froeschle Director, Career Development Resources

Texas Workforce Commission, Austin

Quote

A Texan StoryMemo worked in the producedepartment at a local grocerystore while attending juniorcollege. He figured that his jobwasn’t important because itwasn’t important to him. But whena competitor’s grocery storeclosed, he reconsidered.

He began to think of himself aspart of a much larger picture. Heimagined what would happen ifhe didn’t do his job.

If his section got dirty anddisorganized, customers wouldavoid it. Eventually, his coworkerswould let the appearance of theirareas slide, too. Why should theywork hard when he didn’t?

Over time, the store would losebusiness because customers wouldchoose cleaner stores. Finally,the store would close and all theemployees would lose their jobs.But the impact wouldn’t stop

there. The businesses thatdelivered the food and householdgoods to the store might need tolay off drivers as a result.

The farmers that supplied thestore would have to scramble tofind someone to purchase theirproducts or be forced to lose agreat deal of money—perhapseven their farms.

Memo realized that, though thescenario sounded far-fetched, hisbehavior had consequencesbeyond his immediate job. Whenhe considered how influential andimportant his work was, hebegan to appreciate its value.

He took more pride in his workand found, as time passed, thathe liked his job more as a result.

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Work Ethic

Late ArrivalFew people mind if you’re late everyonce in a while, but don’t make it ahabit. When you know you’ll bemore than 15 minutes late:

• Call in even if you think it willmake you even more late.

• Speak with your supervisor, not acoworker.

• Give an estimate of your arrivaltime, then go straight to work.

• Apologize when you arrive. Say itwon’t happen again.

• Don’t let it happen again.

The Effects of Missing WorkWhen you’re absent—or even “just” late—it can affect everyone at the worksite negatively.

AttendanceThe heart of a good work ethic is good attendance. That means showing up atwork on time, ready to go—day after day, week after week, year after year.There’s nothing more to it.

But few people have a perfect attendance record. Illnesses, emergencies and flattires happen. Since they need you at work, though, everyone feels the effects whenyou’re absent, as the table below reveals. If you can’t be there, you need to handle it properly. Here’s how:

You:• will not get paid (if you have no leave time).• may lose your job if it happens often or you

handle it improperly.• might bear the brunt of your coworkers’ or

boss’ anger at you.

Your supervisor:• has to rearrange the work schedule.• may have to cover for you personally.

Your coworkers:• have to pick up the slack for you.• may be called in to work or asked to stay

an extra shift to cover for you.

The company:• loses productivity.• faces upset customers who didn’t receive

the service they should have.

The most important thingyou can do at a job is showup. Show up on time and stayall day. Just be there!

Bryan, realtor, Arlington

Quote

A Texan StorySilvia was an outstanding human resourcesclerk at a large high tech firm in Houston.Unfortunately, she was a night person andher work day began at 8:00 every morning.

She was late on a regular basis. She alwaysmade up the time by staying late and shenever missed a deadline. Still, it cost her.

One day, her supervisor told her flat outthat her tardiness prevented him frompromoting her.

Silvia saw that the quality of her work didn’tmatter if she didn’t meet her supervisor’stime requirements. Although it was difficult,she eventually changed her lifestyle so thatshe got to work on time.

AbsenceAlways have an acceptable reason tomiss work. A contagious illness isone. If you work when you’re sick,you just spread it to others. See thebox below for other examples of good(and bad) reasons to be absent.

If you must be absent:

• Call your supervisor as soon as yourealize you won’t be able to work.

• Make the call yourself. If you havesomeone else call for you, “youbetter be unconscious,” says Mark,a pizzeria manager in Austin. It justlooks irresponsible otherwise.

VacationsIf you want to take some days offwork (a vacation, for instance), youshould:

• Ask your boss if you can be absentas soon as possible.

• Explain your reason honestly.• Give your boss the exact dates.• Offer to make up the lost time.• Put your request in writing, using

either a company form or a notethat your supervisor signs.

• Arrange for a coworker to cover foryou BEFORE notifying yoursupervisor, if applicable. Verify thatyour coworker confirms it to yourboss so that no one holds youresponsible if your coworkerdoesn’t show up.

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Acceptable Reasons

• My child is ill and I have to care for him/her.• I am ill with an infection or flu.• I broke my leg and it’s in a cast.

(when job requires walking/running)• I was in a car accident on my way to work.• It’s a religious holiday for me.• My sister died.

Unacceptable Reasons• My car’s not running and I don’t have a ride.• I don’t feel like it.• I have to meet with my lawyer.• My sister asked me to watch her children.• My girlfriend/boyfriend and I had an

argument and I’m too upset to work.• I need to visit someone in the hospital.• I need to get new contacts/glasses.• I have a hangover.

Reasons to Miss WorkSome reasons for missing work are more acceptable than others. Here are some examples:

adapted from Job Savvy by LaVerne Ludden, Ed.D.

23

24Work Ethic

Guidelines for Ethical DecisionsIf you find yourself in an ethical dilemma, you can clarify what to do with just a few questions.

It’s Part of the Job When you agree to work forsomeone, you agree to follow therules and be honest. It’s part of thedeal whether anyone says it out loudor not. Employers expect you to:

• Be honest and discreet.• Follow company policies.• Follow local, state and federal laws.• Follow the written code of ethics for

your occupation if there is one.• Speak up when someone else acts

improperly.

Question to Ask Yourself

Is it legal?

Would I feel proud about it?

Would I like everyone to know it?

Would it hurt someone unfairly?

What would happen if I didn’t decide?

What the Answer Means

If it’s against the law, DON’T DO IT. Even if your boss tells you to, the law may hold you responsible.

If it makes you feel ashamed, if your conscience tellsyou it’s wrong, DON’T DO IT.

If you would not want your supervisor, coworkers,family, friends, neighbors and associates to knowabout it, DON’T DO IT.

If it unjustly harms a person or an organization,either physically, mentally or financially, DON’T DO IT.

If not deciding could result in harm, DO SOMETHINGpositive; don’t just wait.

IntegrityTo have integrity is to be sincere and honest. It is the cornerstone of a goodwork ethic. Without it, your work means nothing. Every day at work presentschallenges to it and you have the opportunity to do right—or not.

Do the Right Thing To maintain your integrity, youshould always do the right thing.That includes avoiding the behaviorslisted in the box at right.

You may find people who behavebadly at work. They may even askyou to participate. Don’t do it.

Sometimes, though, the line is notalways clear. If you wonder whethersomething is ethical or not, answeringthe questions in the box below canhelp guide you.

Be true to yourself. Jobs come and gobut you have to live with yourself every day.

Don’t do anything that may hurtyour self-respect.

Carol, paralegal, Odessa

Quote

A Texan StoryJo Ann worked as a bookkeeper for asmall business in Abilene. One day, JoAnn’s supervisor asked her to change themonthly financial report. He didn’t wantthe company’s investors to know howbadly the firm was doing.

Jo Ann refused. She knew that he wasasking her to commit a crime and shecould get in trouble. Most of all, sheknew it was wrong.

Her supervisor got angry and Jo Ann quither job that day. She didn’t want to workfor such a person, anyway.

Afterwards, she wrote a letter to theinvestors explaining what had happenedso that they could protect their interests.

Although it cost her a job, Jo Ann did theright thing. She remained honest and shespoke up about a fraud. Most importantly,she maintained her self-respect.

adapted from Job Savvy by LaVerne Ludden, Ed.D.

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Dishonest BehaviorCertain behaviors are commonly viewed asinappropriate and dishonest, such as:

Favoring friends or relativesAllowing friends and family to purchase itemsor services using your employee discount.

StealingOutright theft, including:

• Taking supplies, tools, products from work• Using/selling employer ideas for personal gain• Pirating software• Padding expense account

Using equipmentConducting personal business with employer’sequipment, including:

• Photocopier• Corporate credit card• Work vehicle• Long distance carrier

Cheating on your timeStealing time from the company, including:

• Doing personal business at work• Coming in late or leaving early• Taking long breaks• Hiding or sleeping• Playing games or simply not working

Abusing drugs and alcohol at workIt decreases productivity and work quality andincreases safety risks.

Violating confidentialityTalking to others about your:

• employer (e.g., trade secrets)• customers (e.g., financial information)• fellow employees (e.g., personnel history)

Tolerating others’ bad behaviorNot reporting another’s unethical behavior thatyou witness or learn of from the individualhim/herself.

Violating company policiesDisregarding policies, even if others do it, too.

Before you do anything, ask how

you’d feel if someone videotaped

you and played it on the evening

news. Would you want your

mother, your supervisor, your

children, your friends to see you?

If not, DON’T DO IT!

adapted fromJob Savvy by

LaVerne Ludden, Ed.D.

Work Ethic

Your Attitude ShowsDo you have a positive attitude? Areyou open to change? Interested?Enthusiastic?

If you don’t have a positive attitude,get one quick because you can’t fakeit. You give away your real feelingsall the time through verbal and non-verbal cues.

People know when you’re insincere.You may say all the right things, youmay do the right things, but if yourattitude is wrong, that’s all thatpeople willremember. As thesaying goes,“Your attitudespeaks so loudly Ican’t hear whatyou are saying.”

How to Be Positive If you don’t usually have a positiveattitude, here’s how to develop one:

• Look for the humor in the situation.• Smile.• Act “as if” you were optimistic.• Observe and imitate people who

are positive.• Remember to be grateful for all the

good things in your life (and for allthat seems bad but may lead togood).

AttitudeAttitude is more than a state of mind. It’s the way you look at life. Employerswant friendly people with positive attitudes. Positive attitudes make you easierto work with and they help make the company’s customers happy, too. In fact,it’s so important that, according to research from the U.S. Department of Labor,87% of people don’t get hired because of their attitude, despite the fact thatthey’re qualified.

Why Be Positive?Don’t have a positive attitude just tomake your employer happy. Do it foryourself.

Unless you inherit a great deal ofwealth, you have to work for a living.You can be happy or miserable aboutthat—it’s up to you. Most people findthat being upbeat makes their lives—and jobs—much more pleasurable.After all, the person who’s most hurtby your bad attitude is you. You’ll bemiserable and people will avoid you.

In fact, a negativeattitude harms you asmuch as a positiveattitude helps. There isno middle ground. Thebox below clarifies thedifferences between thetwo attitudes and theconsequences of each.

People will include you more if you’repositive; you’re just more pleasant to bearound. And a job is always more interesting

when you’re in the game, not onthe sidelines complaining.

Mary, supervisor, Dripping Springs

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A Texan Story“Attitude problem.” These were wordsDon had heard his whole life. He didn’tunderstand what people meant. He wassmart. He worked hard. Sure, he wasimpatient with stupid people, but whowasn’t? This thinking worked for Don inschool, but it didn’t fly in the workplace.

He had trouble getting jobs he waswell-qualified for. He finally asked oneprospective employer why he didn’t gethired. “It’s your attitude,” the manreplied. “Yes, you have more experienceand training than the guy we hired. Yes,you know more. But you come acrossas arrogant—a know-it-all. We’d ratherhave to train someone who can getalong with others than hire someonewith a bad attitude.” Realizing that his attitude was costinghim jobs—and affecting his income—Don finally became willing to change hisoutlook.

...if you are consistently negativeand defensive... you will not be thoughtof very kindly by your boss, your co-workers... or your customers... Next timeyou are talking... listen to the attitude

you are projecting to others.

William Yeomans7 Survival Skills for a Reengineered World

QuoteWhat’s Your Attitude?

Your attitude has natural consequences or results. What attitude do you want to project?

• takes pride in work and behavior• optimistic• eager to learn, change and grow• customer-focused • happy to help others• energetic and enthusiastic• takes responsibility for success and

failures

• does only the minimum• complains and criticizes• resists change• doesn’t care about customers• treats others as if they were burdens• procrastinates on tasks• blames others for own problems

• enhanced relationships• creates fun, creative work environment• increased productivity• many opportunities for advancement

• drives others away• self-induced misery• illnesses and work absences• limited opportunities for advancement

Des

crip

tion

Res

ults

Positive Negative

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26Work Ethic

Work HardWhen you work hard, you put forthmaximum effort. No one can workfull-out every second of every day,but you can:

• Concentrate on the task at hand.Minimize distractions so that youdon’t lose focus. Take short breaksperiodically to help maintain yourenergy level.

• Don’t cut corners. If your work is sloppy orincomplete, don’t bother doing it.You can get by with “average” inschool, but not at work.

• Don’t give up. If your task is difficult, bedetermined to complete it to thebest of your ability. You get afeeling of accomplishment whenyou don’t quit and you learnsomething new.

• Do your homework.Meet your deadlines. Be preparedfor meetings. Follow-through onassignments.

• Mind your own business. Don’t worry about

how much otherpeople work. Justdo your best everyday.

Maximum EffortA good work ethic includes working as hard and fast as you can—in other words,putting forth your best effort. Employers value people who are “hard working” soyou’ve got to give it your all.

Big Brother Is WatchingToday, more and more employers keep theiremployees under surveillance to ensure thatthey actually work when they’re at work. They see you when you’re sleeping...They may monitor your phone calls or emailmessages. They may hide camerasstrategically around the worksite. They mayrequire you complete detailed records ofyour activities. And if you use a computerfor work, they may do even more.They know when you’re awake...Since the computer belongs to youremployers, they have the right to look intoit at any time. If it’s connected to anetwork, they don’t even have to leave theiroffice to see what files you’re working on—or what games you’re playing. They know if you’ve been bad or good...When you web surf, for example, youremployer has a record of every site youvisit. Be careful how much time you spendon personal activities and where they leadyou. Employers can fire you for spendingtoo much time on the web or visitingcertain sites.So be good for goodness’ sake!

Work When at WorkPart of working hard is focusingcompletely on the task at hand. To dothat most effectively:

• Be physically ready to work.Don’t show up drunk, stoned, sick,exhausted or seriously injured.

• Leave your home life at home.Sharing your personal problemstakes time away from work and cancontaminate your workrelationships. People might seemsympathetic but you risk losingsome of their respect if you revealtoo much.

• Limit socializing at work. Building relationships withcoworkers is valuable andultimately helps your productivity,but know when to get back to work.

• Put in a full shift. If you are supposed to work eighthours a day, then work eight hoursa day. Here’s how:• Make up any personal time you

take at work.• Take breaks only in accordance

with company policies• Conduct personal business, such

as web surfing or phone calls,only during breaks.

• Talk to your boss if you havesome unusual activity in your lifethat may spill into work time(buying a house, for instance). Tryto negotiate anagreement thatallows you tomake morepersonal calls atwork and make upthe time later.

Hard work spotlights the character ofpeople: some turn up theirsleeves, some turn up their noses,and some don’t turn up at all.

Sam Ewing

Quote

You can’t be afraid to work...If you don’t have the determinationto roll up your sleeves and get itdone, then chances are you won’t

be successful.Rick Gelling

software engineerBroadband Gateways

Quote

…in the end, hard work is thetrue, enduring characteristic ofsuccessful people.

Marsha Evans

Quote

A Texan StoryLamar learned about working hardduring his first week on the job as anight-time stocker at a large grocerystore.

The new manager showed up at 4 AMand began stocking with Lamar and hiscoworkers. She soon noticed that oneworker, David, was slowly stockingpeas, one can at a time.

“Use both hands,” the manager said.“I’ve always done it this way,” Davidreplied. “Well, do it my way from nowon,” ordered the manager.

David kept stocking with one hand andthe manager immediately fired him,right there on the spot.

Lamar and his other coworkers got themessage: No slackers or rebelstolerated. If you were slow or refusedto follow a reasonable order, you werehistory. It was a lesson he never forgot.

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4. Do It WellAccuracy and wise use of energy arecritical to being productive. If you

rush, you may misssomething and end upspending more time fixing amistake than you saved byhurrying.

• Listen carefully toinstructions so that youmake fewer mistakes.• Make your work timecount. One hour’s worth of

well-rested, uninterrupted workmay produce better results thanfive hours of exhausted effort.

5. Do MoreThe more work you attempt to do,the more work you get done. To behighly productive:

• Volunteer for assignments no oneelse wants to do.• Take the initiative. If you seesomething that needs to be done,do it without waiting to be told.

27 Work Ethic

1. Decide What to DoYou are more productive when youdo only important tasks. Knowingwhat not to do is a vital skill.

• Question rote activities. Why doyou do this task? Havecircumstances changed? Does itcontribute to the company or is itjust tradition?

• Drop useless activities withpermission from your supervisor.

2. Do It To be productive, youmust work effectivelyand actuallyaccomplish what youset out to do.

• Plan ahead; it saves time later.Choose the best approach beforeyou throw yourself at a project.

• Be results-oriented. Every activityyou do should relate to your goals.

• Ask for help if necessary. Focus onthe task, not your ego.

Do some research. If you need a fastercomputer, for example, learn what type andspeed you need. What do people in othercompanies who hold your type of position use?How much will it cost?

Put the request in writing. Explain how itwill benefit the company.

Meet with your employer. Make yourrequest in person and in writing.

Example: If you were the boss, which requestwould make you buy your employee a newcomputer?

1. “I want a faster computer. Mine’s too slow.”

2. “This high-speed computer would enable meto produce the newsletter in four days amonth instead of ten. Then I could spendmore time on other projects. That extraproductivity will help pay for the computer.”

ProductivityAn excellent employee produces excellent results—whether it’s a satisfied customer or awell-crafted engineering draft design. Putting forth your maximum effort is a start, but ifyour product’s no good, you won’t keep your job.

To be truly productive, it helps to do the type of work that suits you. After that, you justhave to work smart as well as hard. Here are five steps to show you how:

Important TermsIt’s easy to confuse hard work withproductivity. The following descriptions helpclarify the issue.

hard-working: you do thingsproductive: you get things done

activity: a state of working, moving, doingaccomplishment: a task well-completed

busy: lots of activityproductive: abundant, valuable results

effective: doing what needs to be doneefficient: doing it in the best way possible

3. Do It on Time High productivity means youcomplete your work with speed andefficiency.

• Work as quickly as youcan while still beingaccurate.

• Meet your deadlines.Finish early if you can.

• Don’t be a perfectionist tothe point of paralysis. Do

your best, askyour supervisorfor approval and thenmove on.• Streamline youractivities so that you cando more with less effort.Develop routines so that

you can complete tasks inthe most logical order. Avoidduplication of effort. If you work inan office,automateas manytasks aspossible.

Being busy does notalways mean realwork... Seeming to dois not doing.

Thomas Alva Edison

Quote

Don’t tell me how hardyou work. Tell me how much

you get done.

James Ling

Quote

The reward for work welldone is the opportunityto do more.

Dr. Jonas Salk

Quote

Work Smart,

by George

Not Hard

Ask for What You NeedYou can increase your productivity if you have the best tools for the job. If you need certainequipment or support to be more productive, ask for it. Here’s how:

Sullivan

28Work Ethic

What Is GoodCustomer Service?In a way, no one needs to define goodcustomer service: you know it whenyou see it. You definitely know badcustomer service when youexperience it! The box at bottom leftoffers examples of each.

At heart, good customer service meansgiving customers what they want.And just about every customer wantsto be treated with:

• Friendliness• Understanding• Respect• Fairness• Speed• Caring• Dignity

Don’t you?

To find out the specific desires ofcustomers in your particular field,however, you need to ask themdirectly. And then deliver it.Good Customer Service

• Smiling at customers

• Greeting customers

• Opening doors for customers

• Taking customers to items they want

• Answering the telephone cheerfully

• Promptly returning phone calls

• Doing exactly what customers request

• Responding calmly when customers express their anger

• Acknowledging and apologizing for errors

• Looking as if you care

• Listening politely to customers

• Asking customers if they need help

• Saying “I don’t know the answer but I’ll find someone who does” and promptly returningwith the response

• Running, not walking, to do a price check

Bad Customer Service• Talking with friends or coworkers while

customers wait

• Putting customers on hold and ignoring them

• Complaining to customers about coworkers, supervisors or the company

• Not looking up when customers enter

• Letting customers wander around lost or obviously looking for something

• Badmouthing another business

• Saying “it’s not my job;” looking indifferent

• Promising something you can’t deliver

• Failing to show up for appointments

• Sharing private customer information with friends or family

• Using a tone of voice that suggests that customers are stupid or unreasonable

• Walking casually past registers where customers have formed long lines

Types of Customer ServiceYou may not always notice good customer service when you receive it, but you definitely noticewhen the service is bad. Here are some random examples of each:

Customer ServiceTo stay competitive, businesses have to provide excellent customer service.Sometimes it’s the only factor that distinguishes one company from another.

It attracts new customers and keeps the old. The lack of good customer service isdeadly. When businesses lose customers, it’s usually because they offered bad orindifferent service.

Why Bother?When service stinks, the wordspreads even faster than when theservice is good. Research from theWhite House Office of ConsumerAffairs shows that:

• Most unhappy customers don’treturn and they don’t tell you why.

• These former customers tell anaverage of fifteen people abouttheir bad experience.

Through this bad word of mouth, youcan lose customers you’ve never evenmet! If you turn the bad servicearound and make the customerhappy, however, that person will tellan average of five people about theirpositive experience.

There is only one boss—thecustomer. They want good price, good

quality, good service—and theycan fire any one of us by takingtheir business somewhere else.

Sam Waltonfounder, WalMart

Quote

If you find yourself

annoyed by customers,

remind yourself that

without them, you would

not have a job.

Who Is the Customer?“Everyone you interact with at workis a customer,” says Mark Moore ofSulzer CarboMedics. And he’s right.In fact, everyone you meet falls intoone of the following customer groups:

• Internal customersYour supervisor, coworkers andothers in your employer’s company.

• External customers Those who buy goods or servicesfrom your employer. They includethe public or other businesses.

• Potential customersThose you don’t yet know. Theyjudge you and your employer bythe way you act, whether you’re “onduty” or not. And they might behiring someday.

adapted from Job Savvy by LaVerne Ludden, Ed.D.

• Tangible Your customers must feel satisfiedthat they received some “thing,”whether it’s delicious food, cleanclothes or increased peace of mind.

• High qualityYour customers must believe thatthey received something of value,worth what they paid. In the case ofyour supervisor, your wages are theamount paid.

• On timeYour customers must be pleasedwith how soon they got theproduct. A beautiful cake doesn’tmean much when the birthday’scome and gone.

• As promisedYour customers want what yousaid they would get. Anattractive sofa delivered on timeisn’t acceptable if it should becustom-made and it isn’t.

• Reliable / Consistent Your customers need to know thatthey can count on you. Would youtrust a restaurant if the food andservice are wonderful one day andterrible the next? Of course not.

Your producthas to beconsistentlygood so thatyour coworkersand supervisorcan rely on you.

CommunicationIf your product is as good as your competitor’s, communication will decidewho wins the customers. If you want it to be you, remember the what,when and how of communicating with customers:

29 Work Ethic

How Do You Give Good Service?Good customer service begins with a quality product or service—in otherwords, competence. It ends with clear, constant communication. You must haveboth competence and good communication to please your customers.

Be a good customer

yourself. Treat service

people with courtesy.

When they provide

outstanding service, send

them—and their boss—a

letter of appreciation.

Be Specific with CustomersWhen you give customers specific information, you show them that you care. You also helpthem feel a sense of control over the situation because they know where they stand.

Don’t Say Do Say• “I’ll put a rush on it.” • “I’ll personally see that it ships today.”

• “It’s being processed.” • “Deanne Moore, my supervisor, will review it by Monday.”

• “I’ll call you back.” • “I’ll call you by 10 AM whether or not the status changes.”adapted from Communication Briefings

A Texan StoryMelissa knew quality customer servicewhen she received it. And she receivedit at a sewing machine shop in Austin.

As soon as she entered, the saleslady,busy with another customer, smiled andsaid she’d be right with her.

When Melissa requested a bottom-of-the-line model, the woman didn’t bat aneye, though she wouldn’t get much of acommission from the sale.

Instead, she knowledgeably describedthe choices and even showed Melissa, anovice, how to sew a few stitches.

She later followed up the visit with athank you note and a number to call ifMelissa had any problems, which shedidn’t.

For Melissa, this store had it all: both anexcellent product and outstandingservice—and she still tells people abouther experience two years after the fact.

CompetenceIt doesn’t matter how kindly you treat your customers if you don’t deliver what youpromise—whether it’s friendly sales service at the mall or an article on pollution for your local paper. You have to delivera good product or service to provide good customer service. Your product or service must be:

I always try to create a pleasantmemory in the mind of the otherperson.

Norm, software trainerWichita Falls

Quote

from

aTe

xan

WhatLet yourcustomersknow that youcare about themand respecttheir time.

WhenOften. Never let customers think youforgot about them. Give updatesregularly, even when the status of thesituation hasn’t changed, just so thecustomer knows you remember them.

How Show your concern with your:• WordsUse respectful, caring andspecific words, as the boxbelow indicates. Always behonest.

• Body language Use your facial expression andbody language to show customersthat you value them.

• ActionsDeliver more than you promise. It’sbetter to surprise than to disappoint.

Life is not so shortbut that there isalways time enough forcourtesy.

Ralph Waldo Emerson

Quote

30Work Ethic

Serving AngryCustomersAt times, you may encounter angryor unreasonable customers. Treatthem like any unhappy customer,using the 7 C’s in the box below.

If they cross the line and becomethreatening, however, you need tokeep yourself, your other customersand your worksite safe.

Call security and/or the police if acustomer:• threatens or abuses you or others. • seems intoxicated or “high.”• uses loud or aggressive language.• displays weapons of any kind.• appears irrational or mentally

disturbed.

Never engage the angry customer in averbal or physical fight. Instead, holdyour temper and get help. You mayfeel scared or angry, but try to remaincool in front of the customers.

Serving UnhappyCustomersInevitably, you will encounterunhappy or dissatisfied customers.They say they received poor serviceor a defective product. Whatever theircomplaint, believe them. Relativelyfew customers are crooks orchronically troublesome. Most ofthem have cause to complain, as thebox below illustrates.

When customers complain, don’t takeit personally or negatively. Instead,see it as a chance to make them happy.

Customers know that mistakeshappen. They just want you to fix theproblem promptly and respectfully.You can do just that by following the7 C’s in the box at the right.

When you resolve a problem to thecustomer’s satisfaction, you may havea customer for life. Research showsthat well over half of the complainerswill remain customers. The numbergoes up to almost 100% when youresolve the situation immediately.

Serving PublicCustomersMany jobs, especially entry-levelpositions, require you to serve thepublic directly. Whatever your job,certain rules apply:

• Greet customers as soon as theyarrive.

• Drop what you’re doing and offerto help unless you’re alreadyhelping someone else.

• Take customers to the item theyrequest; don’t just point the way.

• Admit when you don’t know theanswer to a customer’s questionand then find someone who does.Don’t guess and don’t just let it go.

• Count back change for customers.And don’t thrust both bills andcoins into their hands at once.

• Acknowledge customers in line.When someone joins the line, makeeye contact and smile. If possible,say you’ll be with them shortly.

• Serve in-store customers first. If acustomer calls while you’re servingsomeone, explain the situation andask the caller to hold while youfinish.

• Never conduct personal calls infront of customers. If a friend callswhile you’re serving a customer,say you’ll call back and hang up.

7 C’s of Positive Problem Resolution

When customers are upset or dissatisfied,you can resolve the problem by being:

1. CourteousListen attentively and respectfully. Putyourself in the customer’s shoes.

2. ContriteApologize immediately if you or youremployer makes a mistake—even if noone notices, suggests T. Scott Gross inPositively Outrageous Service. Makeamends and explain how you’ll avoid theerror in the future. Show that you’re sorry.

3. Clear Learn exactly what the customer wants.Explain the options if that isn’t possible.

4. ConnectedDescribe what will happen next, followthrough and then contact the customer toconfirm that it went well.

5. Confidential Use your tone and manner to show thatyou respect your customers’ privacy,especially if the problem is personal.

6. CautiousMake sure you and your other customersare physically safe.

7. Calm No matter how upset the customer is,don’t react in kind. Keep your voice andmanner calm and helpful.

Why They ComplainOften, people have a good reason tocomplain about the service they receive.Businesses cause complaints by:• Confusing customers with too many

choices and not enough information• Ignoring (or seeming to ignore) customers• Keeping customers waiting a long time• Treating customers poorly, including being

rude, uncaring, unhelpful or indifferent• Treating customers as criminals without

just cause

If you will please people,you must please them in theirown way; and as you cannot make

them what they shouldbe, you must take themas they are.

Lord Chesterfield

Quote

How to Refuse CustomersYou can’t always give customers what theywant. But you can refuse them in a waythat leaves them feeling well-treated. Thekey is to provide specific information.

Here’s how to handle a refusal:

1. Listen to what the customer wants.

2. Empathize. Say—sincerely—that youunderstand and care and want to help.

3. Don’t say “no” or argue.

4. Give one reason why you can’t do exactlywhat the customer wants. Be direct andhonest.

5. Explain their options. Ask the customerto choose from what you can offer.

6. Repeat steps 1 through 5 as needed.adapted from source unknown

31 Work Ethic

Answering CallsYour goal in answering the phone isto greet the caller and identify yourself.

• Clearly state your name and theorganization.

• Don’t greet callers bytheir caller ID name.Someone else may beborrowing their phone.

• Do greet the caller byname if someonetransfers the call to you.It shows that you knowthe reason for the call.

Making CallsWhen you call someone, your goal isto conduct your business quickly andefficiently.

• Plan what you’ll say. It saves timeduring that call and prevents youfrom having to clarify or correctsome point later on.

• Take notes during the call. It keepsyou on track and serves as a recordof the exchange.

• Summarize the call before ending itby repeating what actions need tohappen next. It helps you end thecall gracefully.

Returning CallsThe goal of returning a call is to showthat you care about the caller.

• Return calls promptly. It’scourteous and shows that you arequick and reliable.

• Do your homework first. Reviewthe issue the caller wants to discuss;it saves time during the call.

TRANSFERThe acronym TRANSFER can help youremember how to transfer a call properly:

T - Tell the caller exactly who can help.

R - Request permission to connect to that person.

A - Add the new person to the line.

N - Never use the word “transfer.”

S - Stay on the line and explain the situation.

F - Find out if the caller needs anything else.

E - Empathize with the caller’s problem.

R - Remember to thank the caller.

adapted from source unknown

ServingPhone Customers Americans conduct a great deal of business on the telephone, yet many often find it afrustrating experience.

You can’t design your employer’s phone system and you can’t arrange for every callerto reach the appropriate person the first time. But you can make the call a pleasantexperience for the caller if you stick to the goals and guidelines below.

Putting Calls on HoldYour goal is to put callers on hold asbriefly and infrequently as possible.

• Explain the reason you need to putthe caller on hold.

• Offer the caller a choice to be puton hold or called back later.

• Give your name and direct numberin case the line disconnects.

• Check in with the caller every 2-3minutes. Explain the delay. Againoffer to take a message.

Transferring CallsWhen you transfer a caller to anotheremployee, your goal is not to makethe caller repeat everything he/shesaid.

• Tell the caller who can better help,including the employee’s name,title and phone number.

• Say “Nancy will join us” instead of“I’m transferring you.”

• Explain the situation while thecaller is online (or briefly on hold).Give all the relevant information,including account number.

Leaving MessagesWhen leaving a message, your goal isto conduct business, not play “phonetag.”

• Leave a detailed message to explainwhy you called. If possible, ask for

a specific response(such as an action totake or information togive) that doesn’trequire the other personto speak directly withyou.• Leave “urgent”messages only in casesof real emergency.

Taking MessagesYour goal in taking a message is toreassure the caller that the messagewill be passed along.

• Obtain the caller’s information,including telephone number andreason for calling.

• Pass on the message immediately tothe employee. Don’t wait or youmay forget.

• Make your own voice mail greetingclear and brief. If possible, giveother numbers where the caller canget help. Don’t leave a “thought forthe day” or other time wasters.

Ask for the caller’s

phone number even if

they say the employee

they’re calling has it.

The employee may have

lost the number or not

have it handy.

I hate being on hold but I’llwait forever if they let me know

that they haven’tforgotten me.

Emily, teacher, San Antonio

Quote

Smile when you’re on

the phone. The

person on the other

end can hear it in

your voice.

from

aTe

xan

Public SpeakingIf you get to speak in front of anaudience for your job, be grateful. It’sa skill employers love and it makesyou very marketable. To do well:

• Treat your speech as aconversation, not a lecture.

• Tell stories; don’t just give facts.• Welcome your nervousness. It gives

you energy to do your best saysJames Amps III, author of Speakingto Excel.

• Begin with a story, a question or astartling fact to grab the audience’sattention.

• Try to involve the audience asmuch as possible, especially withactivities. It keeps them interested.

32Work Ethic

• Be calm and honest. Don’tmanipulate, whine or cause a sceneMake requests, not demands..

• Speak for yourself. Don’t assumethat others share your experience orviews.

• Be brief and to the point. If you goon and on, people eventually growimpatient and tune you out.

• Be positive andyou’ll get a positiveresponse in return,recommends KevinHogan in Talk YourWay to the Top.

• Use appropriatelanguage that yourlisteners can understand—no jargonor “shorthand.”

• Avoid extremes. If you give orders,you push people away. If you neverspeak up, people forget about you.Try to find a happy medium.

• Address the behavior if you have aproblem with someone, not yourtheories about the behavior (such as“You do that because...”).

• Stay aware of your body language.Look the person you’readdressing in the eye.Stand or sit straight. • Be responsible formaking sure that yourlistener hears andunderstands you. Ask tobe sure.

• Avoid the conversation weakenerslisted in the box below.

CommunicationCommunicating effectively means exchanging information and ideas so thatspeaker and receiver understand each other clearly. It’s a skill that employersvalue more than ever. To succeed at work, you need to be able to effectively giveinformation (speaking and writing) and receive it (listening and reading).

Speak EffectivelyThe basic guidelines for effective speech are the same whether you talk with a coworker or address an audience: keep itshort and to the point. If you want to persuade people to do something, explain how it will benefit them to do it. Andabove all, be honest. Honesty communicates better than anything else.

Your ability to communicate may bethe single most powerful tool you have to...

make yourself marketable insideand outside your organization.

William Yeomans7 Survival Skills for a Reengineered World

Quote

The more concisely,simply and directly you speak,

the more effective youwill be.

Jonathan and Susan ClarkHow to Make the Most

of Your Workday

Quote

Every-day SpeakingWhether you deal with your supervisor, coworkers or other customers, the samerules apply. To speak effectively:

Conversation WeakenersCommunication weakeners cause people to take you and your ideas less seriously than they wouldotherwise.

Qualifiers A qualifier limits your words. Ifyou offer an opinion but first say“This might sound stupid…” youlessen the impact of your idea.

FillersA filler takes the place of a pause.If you pepper your conversationwith “you know,” “um,” “I guess”and “whatever,” you come acrossas uncertain or vague.

MinimizingWhen you minimize yourcontribution, you communicate that you areunworthy. For example, saying “Iwas lucky,” instead of “I workedhard for it.”

Poor InflectionWhen your statements sound likequestions or you speak hesitantly,people will doubt you.

Inappropriate LanguageUsing slang or swear wordsmakes you sound uneducated,unimaginative and unprofessional.

Victim LanguageSuggesting that things happen toyou, as if you have no part inmaking them happen, makes youseem weak—a victim. Forexample, saying “He makes me somad!” instead of “I get angry athim.” The first statement soundsas if you don’t control your ownemotions.

When public speaking, do

what the experts do:

1. Tell the audience what

you’re going to say.

2. Say it.3. Tell them what you said.

It works every time.

EmailIf you’re like many people, your business writing consists mainly of email messages. It’s a greatmedium, especially if you work with detailed information. Just remember to keep it strictlyprofessional. Many people have lost their jobs because of inappropriate emails.

To use email effectively, check your in-box daily and follow these guidelines:

33 Work Ethic

Listen Effectively“You have two ears and one mouth;use them accordingly,” goes the oldsaying. If you do listen more thanyou speak, you will go far.

But listening is much more thanstaying quiet while someone elsetalks. To listen effectively:

• Be attentive.Focus entirely on the speaker andforget about yourself.• Don’t plan what to say next.• Don’t interrupt.• Re-focus when your mind wanders.

• Show your interest.Indicate that you hear, understandand care.• Make eye contact.• Lean forward.• Make sounds of understanding.• Smile and nod when appropriate.• Take notes if appropriate.

• Ask questions.Clarify content (facts) and meaning(what the facts mean to thespeaker). For example: “You’resaying that [X] happened?” or “Doyou mean...?”

• Reflect back what you hear.You can show that you “get it” byrepeating the speaker’s own words.For example: “So you felt he wasrude to you?” or “You’re frustratedby the schedule for this week.”You may be surprised at howgrateful people are when they feeltruly heard.

Write EffectivelyIf you know how to write clearly andconcisely, you will always find work.To write effectively:

• Plan ahead so that you have time toedit and revise.

• Be logical. Start with your mainpoint and go step-by-step fromthere. Each sentence should bemeaningful, not just a space-filler.

• Be brief. Your goal is to share ideas,not use lots of words.

• Be organized. Each main ideashould get its own paragraph.

• Think of your readers. Use wordsand terms they understand.

• Use simple words. “Say “help,” not“facilitate” and “use,” not “utilize.”

• Use action verbs. Say “Submit yourforms on Monday,” not “Forms areto be submitted on Monday.”

• Proofread. If no one else can “proof”for you, wait a while before you doit yourself. You’ll catch more errorswith fresh eyes.

Always• Plan ahead; it helps you avoid having to

clarify or correct your message later.

• Re-read your message before sending it,suggests Eric Arnum, editor ofMessagingOnline. Would you mind if yourboss read the email? If so, re-write it!

• Check spelling! Make it easy for your readerto understand your words.

• Be specific in the subject line; it helpsyou and your reader find the emaillater.

• Include your “signature” withcompany name, phone number andphysical address.

• Describe any attachment, explainingexactly what it is, what it does and,if it’s large, its size.

• Use plain text, not HTML formatting.

Read EffectivelyAlmost every job requires you toread, whether it’s forms, books, webcontent or directions. To read quicklyand accurately, how-to-study.comrecommends that you:

• Skim first. Glance over the article tosee how (if) it’s organized. Readenough to identify the main idea.

• Take notes in the margin if possible.It helps you refer back later.

• Ask yourself about the article as youread it. You focus more if you do.

• Summarize the main points later, asif explaining it all to a stranger. Ithelps you remember what you read.

The best way to

improve your reading

skills is to read. Often.

Regularly. On a wide

variety of subjects.

Never• Include offensive content, such as racist or

sexist remarks, swear words or sexual jokes.

• Forward jokes, cute or touching stories, chainletters, urban legends, “news” stories or“virus alerts.”

• Clutter people’s in-boxes with messages theydon’t absolutely need.

• Open an attachment unless you know exactlywhat it is, even if a

friend sent it.

• Use cutesysymbols orsayings in yoursignature.

• Use all caps—it’s like shoutingat your reader.

LADDER When You ListenA great way to remember how to listeneffectively is to use the acronym LADDER:L - Look at the person speaking.A - Ask questions.D - Don’t interrupt.D - Don’t change the subject.E - Empathize with the speaker.R - Respond verbally and non-verbally.

[On the web,] you won’t bejudged by the color of your skin,eyes, or hair, your weight, your age

or your clothing... [but] bythe quality of your writing.Virginia Shea, “netiquette” expert

Quoteadapted from Bits and Pieces

34Work Ethic

Take the InitiativeTo be a really great follower, youhave to forge a positive relationshipwith your boss. It’s up to you alone to:

• Be willing to change.After all, your boss isn’t going tochange to accommodate you.

• Cut your boss some slack. Be understandingwhen—not if—she or hemakes mistakes.

• Take responsibility.Don’t push your ownshortcomings off onyour boss. If you haveproblems with yoursupervisor, they’re your problems.Deal with them.

• Be patient and persistent.Building or changing anyrelationship takes lots of time. Whenyou feel frustrated by your slowprogress, remind yourself that youwon’t always work for this boss.

Getting an AssignmentWhen your boss gives you an assignment,here’s what you should do:

1. Say “yes” with enthusiasm.

2. Clarify the assignment:• Who is it for? Who is the “audience”? • Who (if anyone) should help?• What is expected? How should the

finished product look? • When exactly is it due? • Why is it important? How does it fit

into the company’s mission?

3. Ask your boss to prioritize.“I’m working on this right now. Whichshould I do first?”

adapted from Job Savvy by LaVerne Ludden, Ed.D.

Be a Great FollowerFollower skills are as important asleadership skills. Air Force Colonel PhillipMeilinger describes how to be a goodfollower in these words:

• Don’t blame the boss.• Don’t fight the boss.• Take the initiative.• Take responsibility.• Tell the truth and don’t quibble.• Do your homework.• Be prepared to implement any

suggestion you make.• Keep the boss informed.• Fix problems as they occur.• Put in an honest day’s work.

from Job Savvy by LaVerne Ludden, Ed.D.

Be SupportiveA good follower works with the boss,not against the boss. In Make YourselfMemorable, Stephanie and ClaytonSherman suggest that you:

• Show respect. Honor your supervisor’s position,even if you don’t like him or her.

• Make your bosslook good. Help his or herplans moveforward.• Anticipate yourboss’ needs. Don’t wait to be

asked. If you know your boss likesor needs something, have it readybeforehand.

• Learn from your boss. Your supervisor got that positionfor a reason; see what you can learnto advance your own career.

• Show support for your boss. Focus on helping him or her andthe company—not yourself. If youhave problems, challenge thesystem; don’t challenge your boss.And never act as though you wantyour boss’ job.

Communicate WellA good follower communicates inways that the boss appreciates:

• Speak openly, directly and regularly.Make suggestions and share ideaswith your boss in private. Alwaysbe honest; don’t make excuses, beevasive or hide facts.

• Be brief. Your boss is a busy person so get tothe point and then answer questions.

• Be solution-oriented. Never mention a problem withoutalso suggesting a solution.

• Keep your boss in the loop.Don’t make changes withoutpermission. To persuade your bossto support your ideas, relate themto ideas your boss has had in thepast.

• Listen closely to directions. Understand assignments, policiesand what your boss wants. Followthe steps in the box below whengiven an assignment.

FollowershipKnowing how to follow is as important as knowing how to lead. In fact,followership—a term LaVerne Ludden, Ed.D. coins in Job Savvy—is the other sideof leadership. The better you follow, the more influence you have with yoursupervisor. That influence gives you power to lead.

It all starts with being a good employee. If your boss trusts you to do your job wellwithout supervision—making his or her life easier—you’re a good follower. When you also take the steps below, youbecome a great follower.

The longer I study effective leaders,the more I am persuaded of theunder-appreciated importance ofeffective followers.

Warren Bennis

Quote

Everyone has to take ordersfrom someone. Don’t get an attitudejust because your boss tells you what

to do. It’s not personal.Chances are, your boss isjust following orders, too.

Jaime, bus driver, McAllen

Quote

Be sincere. Sucking upwon’t get you very far; your boss

will see right throughit.

Irma, library assistantWaco

Quote

from

aTe

xan

from

aTe

xan

Work Ethic35

The Little ThingsSometimes being a good team player meanstaking care of the little things.

• Greet your coworkers when you or theyarrive. Smile. Say “goodbye” when youleave.

• Clean up after yourself in the break room.Don’t leave food to spoil in the refrigerator.Mop up any spills you make in the fridge;most cleaning crews won’t do it for you.

• Restock supplies if you use the last ofanything—copy paper, printer paper, waterfrom the cooler. Notify the proper person ifit’s necessary to order more.

• Replace items where they belong. Don’tjust throw things back in the supply closetor leave them laying around.

• Return promptly any item you borrow.Take items only if you have priorpermission.

adapted from “Tips to Delight Your Co-Workers”by Mary J. Nestor, MJN Consulting

Team Player Team playing is essential in the work world. Even if your company has no designatedteams, everyone who works there is on the same side. And in business, as in sports, teammembers must cooperate, not compete, with each other for the team to succeed.

Being a team player isn’t complicated. You just have to work hard, get along with othersand focus on the common goal, not your personal glory. Sure, you can complete a projecton your own, but when you work with a team your results usually improve. Here are someguidelines:

• Participate. Contribute your energy, time andbrain power to the team—even ifyou don’t like some members.Holding yourself apart, resisting orcriticizing teammates will not work.Instead, treat everyone like avalued customer.

• Don’t be shy. Let the group benefit from your

thoughts, experience and resources.• Encourage others to participate.

Don’t dominate the group. Instead,welcome suggestions from yourteammates and listen to them withan open mind. Respect theirexpertise.

• Communicate.Express yourself clearly, regularly,honestly and gently: • Say “our team,” not “my team.”• Say “please.”• Say “thank you.”• Say “good job.”• Ask for help.• Offer to help.

• Let go of your ego.Be willing to thinkmore of the team thanof yourself. Sharecredit, embrace others’ideas, focus on team goals anddon’t be the only one to makedecisions. Remember, if your teamsucceeds, you succeed.

• Value differences.See varied opinions, behaviors,values and personalities as assetsrather than obstacles. Remember,your customers are diverse; yourteammates should be, too.

• Expect conflicts. If everyone on the team thoughtalike, they would reach decisionsquickly, but the results would beinferior. Conflicting ideas sparkcreativity and lead to the bestsolutions. When disagreementsarise, handle them professionally,using the guidelines in the box atleft.

• Keep the project on track. Tell your teammates when you fallbehind or get overwhelmed,advises Susan Silver in Organized toBe the Best. When a teammate falls

behind, ask how youcan help. Don’tblame, criticize or sayhow it “should” be. • Keep it light. People can bestrange, so keep yoursense of humor.

When you help theteam to maintain its perspectiveand have fun, you make animportant contribution.

• Be considerate.A big part of team work is thinkingof others. Even the little thingsmatter a lot. The box below listssome ways to be thoughtful.

Friendly DisagreementsAt some point at work, you will disagreewith a teammate’s opinion or idea. If youfocus on the issue and not the person, youcan disagree and still remain friendly. Just:

• Pick your battles wisely. Don’t disagreewith every idea.

• Don’t pretend to agree when you disagree.

• Disagree openly, not behind anyone’s back.

• Don’t criticize, ridicule or call names.

• State your opinion tactfully: “I see your point; I have a different view.”“I’m concerned about this because…”

• Offer alternatives by asking “What if we tried to do it like this?”

• Apologize if you say or do anything wrong.

• Accept more than your share of the blame. It encourages theother person to cooperatemore, say Sam Deep and LyleSussman, authors of What toSay to Get What You Want.

• Be willing to accept the group’s decision unless it compromisesyour integrity.

If all pulled in onedirection, the wholeworld would keel over.

Yiddish proverb

Quote

Our team works wellbecause we respect and look

out for each other.Cindy, marketing rep

San Angelo

Quote

If you want to succeed, beas ready to fall in love with

someone else’s ideas asyou are with your own.

Judith RichThe Communicator

Quote

from

aTe

xan

Where to LearnThere are many resources that can help you learn about your field and others.You can:

36Work Ethic

• Be willing. If you think you always knowwhat’s best, you close the door onlearning. Instead:• Admit when you don’t know.• Ask for help.• Request specific feedback, asking

“How can I improve?” instead of “How am I doing?”

• Listen and observe. You can learn a lot from yoursupervisor and coworkerswithout their knowing it.Study how they work andcommunicate. Look at theresults of their behavior. Ifit works for them, it mightwork for you.

• Be child-like. Children are learning machines. Tolearn like a child:• Be curious, asking why and how.• Be playful, having fun at work.• Be adventurous, exploring new

ideas.• Be willing to make mistakes.

• Be determined.The most important part of learning

is not giving upwhen it doesn’tcome easily. Toreally learn, youmust be patientand refuse toquit.

Continuous LearningThe facts are clear: the more you learn, the more you earn. Today, having just ahigh school diploma or its equivalent qualifies you for a dead-end, minimum-wagejob and not much else. You need further education and training to get ahead.

And here’s another fact: what you know must grow. Even a master’s degreedoesn’t mean anything if you don’t keep up with all the advances in your field.

• Read articles that relate to your jobin journals or online.

• Listen to business news about yourfield and the industry in general.

• Ask your supervisor to send you tojob-related workshops.

• Ask for assignments that requireyou to learn and stretch your skills.

• Observe others.• Talk with coworkers about work

and related subjects.• Read books on work-related

topics.• Take classes at a communitycollege.• Ask someone whom you admireto mentor you and teach you whatthey know.

What Is It?Continuous learning means thatschool is just the beginning of youreducation. Learning is an ongoing,never-ending process to:

• Stay current with technological,legal and knowledge advances inyour area of expertise.

• Develop new skills.• Upgrade existing skills.• Improve your understanding of

your work and how to do it moreeffectively.

Benefits of ItIf you continue to learn long after yougraduate from high school, you willfind that you:

• Get hired easily because employerswant the skills and knowledge thatyou have.

• Get promoted quickly becauseemployers don’t want to lose youto another company.

• Earn more than even some peoplewith more advanced degreesbecause your skills are current andvaluable to employers.

• Enjoy your work. It’s never dulland routine because your quest forknowledge makes it interesting.

• Control your career. The more skillsyou have, the more options youhave. Continuous learning lets youdirect your own work life.

Learning is what mostadults will do for a living in the21st Century.

Bob Perelman

Quote

How to LearnYou’ve attended school. You know how to learn in a formal setting. But how doyou learn on the job when no one “officially” teaches you? In TGIM: Thank GodIt’s Monday, Charles Cameron and Suzanne Elusorr suggest that you:

I’m not as concerned with aperson’s current skill set as with theirability to pick up new skills. The industrychanges so fast that we may not even

need what they know today afew years from now.

Rob Butler Director of Development

Fidelity Systems

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from

aTe

xan

Some people will not learnanything… becausethey understandeverything too soon.

Alexander Pope

Quote

Curiosity is one of the primarycharacteristics for long-term success on thejob. Why? Because people who are hungry tolearn typically know more over a period of

time than those who areuninterested.

Carol Carter and Gary JuneGraduating into the Nineties

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37 Work Ethic

1. Define the Problem The more narrowly you define theproblem, the more concrete yoursolutions will be. Initial problem: Store’s sales are down.

Narrow the problem: Determine if sales aredown overall or just on some items. Ifeverything sells briskly except the new lineof sweaters, the problem isn’t the store; it’sthe sweaters.

2. Analyze the ProblemA problem’s solution depends onits cause. To determine the cause,analyze the situation by talkingwith the people involved and byobserving it yourself.Revised problem: Sweater sales are down. Analysis: Interview salespeople andcustomers:• Are the sweaters priced too high? • Are the salespeople not pushing them? • Is it too hot in July for heavy sweaters?Results: It’s too hot to sell fall clothes.

3. Develop SolutionsOnce you know the problem’sorigin, you can devise solutions.To generate ideas, involve otherpeople, do research and be ascreative as you can using thetechniques in the box at far right.Method: Ask salespeople and a randomsample of customers how to get people tobuy sweaters in the summertime. Writedown every answer without judging it.

CreativityCreativity is not just for artists, musiciansand scientists. According to Rudolf Flesch,“Creative thinking may mean simply therealization that there’s no particular virtue indoing things the way they always have beendone.”

In fact, creativity is a very marketable skillthat anyone can develop. The more youpractice, the better you get.

Creative Problem SolvingTo find creative solutions to problems:• Brainstorm possibilities (see below).• Make up jokes about the problem.• Get input from others.• Be enthusiastic.• Make connections with other areas of life.• Take time to relax and think of nothing.• Refuse to listen to “creativity killers” such as:

• “We’ve never done it that way.” • “Let’s get real.”• “Good idea, but it won’t work here.”

BrainstormingBrainstorming requires only three steps butit leads to great creativity.

1. Generate. Scribble down as many ideas as you can.No limits! No censoring! No judgments!Quantity counts, not quality.

2. Elaborate. Discuss how to implement the ideas.Decide how realistic they are.

3. Evaluate. Compare the ideas and select the best,most practical and cost-effective one.

adapted from Graduating into the Nineties by Carol Carter and Gary June

4. Evaluate SolutionsCarefully review each suggestedsolution. Contrast and comparethose that are logical, simple, cost-effective and timely. Suggested solutions:• Change the weather patterns to hasten

the onset of winter. [Not possible]• Have a two-for-one sweater sale.

[Possible]

5. Select a SolutionDecide on the best solution toimplement, using whatevercriteria you decide. Remember, it:• must be affordable.• will always involve risk.• can’t be “perfect.”Selection: Run a sweater sale adsuggesting that people who buy sweatersin the summer are smart.

6. Implement ItTo implement the solution, getsupport from others, starting withyour supervisor. Before you begin,decide how to measure success.Plan: Meet privately with your supervisor.Describe the problem, explain your solutionand answer any questions. Agree tomeasure success by comparing number ofsweaters sold before and during the sale.

7. Evaluate ItDetermine whether the solutionworked and why it succeeded orfailed by reviewing yourmeasurement criteria. If it worked,you’ve learned what to do. If itdidn’t work, you’ve learned whatnot to do. Either way, you win.Results: The sale is a success. Sweatersales go up 35%. Problem solved.

The maxim, ‘Nothing availsbut perfection,’ may bespelled ‘Paralysis.’

Sir Winston Churchill

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The best way tohave a good idea is tohave lots of ideas.

Linus Pauling

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Problem SolvingProblem solving is one of the critical job skills of this century. With fewer managers andmore complex jobs, you’re likely going to be asked to solve problems at work. Thatcould mean anything from deciding how to explore Mars faster, better and cheaper tofilling an order for 20 pizzas when you’re short-staffed.

The following process, outlined in Job Savvy by La Verne Ludden, Ed.D., helps you solve anyproblem. The example situation helps illustrate the process.

Problems are onlyopportunities in workclothes.

Henry John Kaiser

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Work Ethic 38

Your EnvironmentYou may have your own workspaceor share with many people. Whateveryour circumstance, you can organizeyour work environment to be moreproductive.

• Arrange items by frequency of use,keeping often-used items close athand.

• Use broad categories when filing orarranging items or tools. If you’retoo specific, you’re more likely toforget your own system.

• “Clean house”regularly and throw orgive away anythingyou don’t need.• Use bins and boxesto store items incabinets and drawers.It makes clean-up abreeze.

OrganizationBeing organized does not mean being neat, “controlling” or rigid. Nor is beingdisorganized creative, productive or easy-going. Instead, good organization helpsyou do what you want to do without wasting time. That’s it. The goal isn’t to lookgood, but to function well. And being organized helps you succeed at work.

Routine OrganizingAristotle once said that “We are what werepeatedly do. Excellence, then, is not anact, but a habit.” He was right, and thesecret to being organized is to develop andstick to routines.

Create routines that suit the way youwork. The simpler, the better.

As a copy machine repairer, Tammy’sroutine is to always return her tools toher toolbox. She doesn’t have a slot foreach one, but she keeps them in certainplaces inside. This routine works for her:she always quickly finds the tool sheneeds.

Follow routines no matter what. That’s theonly way they work. Soon they become habits.

Ephraim often ships sets of educationalvideos to teachers. He always boxes thesets in a certain order. If he accidentallyputs two of the same video in one of theboxes, he sees the problem immediatelyand soon figures out where he made themistake. His routine works because hesticks to it. He has never yet shipped anincorrect set of videos.

“Drop Dead” Organize your work so that if you droppeddead tomorrow, someone could easily figureout what you were doing and pick up whereyou left off.

Remember that your work space and manyof your tools belong to your employer, notyou. You may quit that job or getpromoted, but usually the positioncontinues, filled by someone else.

Think of the person who’ll come after youwhen you label a file or plan a new project.Make it easy for him or her. It’ll make iteasy for yourself, as well.

Your DutiesWhen you organize your work duties,especially common tasks, youincrease your productivity and freeyourself to work on more creativeand challenging assignments. Simply:

• Gather all the supplies you’ll needbefore you begin a project. It savestime, money and stress.

• Break your routine tasks into parts.Only then can you ask people tohelp you. Otherwise, it may be toocomplicated to explain each detail.

• Take notes. When your boss givesyou an assignment, jot down thedetails. When you contact customers,write the names, dates and outcomes.Record everything, perhaps in onenotebook. You’ll be glad you didwhen question arise later!

• Group similar activities. Open allthe mail at once, for example, or setaside copying for one trip to thecopier. It saves time and thought.

• Automate everything you can.Create templates for “form letters”and design automatic reports.

• Clean your work area before you gohome. It makes it easier to get rightto work the next day.

A place for everythingand everything in its place.

Traditional wisdom

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A Texan StoryAdam worked as a clerk at the sheriff’s office. He thought he had a problem with being late.

He was late for many reasons. He couldn’t find his keys or his back-up set. Or he had tobuy a fast-food breakfast because he ran out of milk at home.Once at work, he continued to be tardy:

• He missed a deadline because he forgot to fax his boss’ conference registration form.• He was late to a meeting because he had to re-create a file he’d accidentally deleted.• He wasted time every day looking for a “mislaid” form or sheet.

The list went on and on.

Adam’s problem was not tardiness, however; it was disorganization. And, as his bosspointed out during his review, it affected his job performance.

Slowly but surely, Adam got organized. He created some routines and stuck with them.After a period of adjustment, his productivity soared and his tardiness ended.

Here are some of his new routines:• He keeps his keys on a hook by the door.• He shops on the same day every week and no longer runs out of food.• He keeps a daily “to-do” list of important deadlines and tasks.• He saves his computer work every two minutes and makes back-up disks every day.• He developed a very simple, very easy filing system that he can stick with.

Morgenste

rn

Organizing

by Julie

from the

Inside Out

Work Ethic39

Priority SettingEffective time management beginswith setting priorities. When youknow what is important, you canarrange your time accordingly.

In your personal life, your prioritiesdepend on what you value most. Atwork, your supervisor sets thepriority for each project. Still, youhave to decide throughout the daywhich task to do first.

That may mean, for example, that as acook you choose to grill hamburgersinstead of hotdogs, or as a clerk youreturn calls rather than file reports.

If you’re not sure what to do first,begin with assignments or tasks thatare:• important to your boss.• important to coworkers or other

customers.• new to you (because they might

take longer than you expect).Once you’ve done these projects, askyour boss tosuggest whatyou shouldtackle next.

Calendar A calendar helps you rememberappointments and deadlines andhelps keep you from over-scheduling.

• Use a month-at-a-glance calendar sothat you can see what’s coming up.

• Write down the time needed tocomplete a task, not just its startingtime. Always overestimate howmuch time an activity will take.

• Schedule only 50% of your worktime because inevitably problemsand interruptions will consume therest.

• Know your “peak time” when yourbrain power and energy levels areat their highest. Work on your mostdifficult tasks then. Don’t waste iton mundane, repetitive work.

Time ManagementTo be an excellent employee, you need to manage your time well. If your work isoutstanding but you never meet a deadline, for instance, you won’t keep your job.To succeed at work, you must schedule your activities so that you complete yourwork on time and maintain your priorities.

That which can be doneanytime is never done at all.

Jonathon and Susan ClarkHow to Make the Most of Your Workday

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You can be 80% successful by

completing only 20% of your

goals—if those goals are top

priority.

So say the authors of How to

Make the Most of Your

Workday.

Daily Action ListYour daily action list helps you keeptrack of the individual activities thatyou need to accomplish that day. Italso keeps you from worrying thatyou forgot something, says NidoQubein in Get the Best from Yourself.

• List specific activities and tasks—not long-term goals. “Plan ameeting” is a goal. “Book themeeting room,” “Write the agenda”and “Copy handouts” are tasks.

• Make your list at the end of theday. Planning ahead ties up looseends and enables you to jump infirst thing when you arrive the nextday.

Tools of the TradeYou don’t need a fancy daytimer or Palm Pilot to manage your time at homeand at work. A calendar and to-do list will do.

The “Urgent” TrapAt work, your priorities are clear: do what your boss tells you to do. At home,however, it’s not always easy to decide what to do and when to do it.

What seems “urgent” may not really be important. If you spend all your time“putting out fires,” you can’t decide rationally how to spend your time.

Before you make an appointment, commit to a project or run an errand, askyourself the questions at right.

Your answers will help you manage your time more effectively and put youmore in control of your life.

• Is this activity important? Does it help me meet my main priorities?

• How long will this realistically take?

• Is now the best time to do this?

• Could someone else do this for me?

• If I don’t do this, what’s the worst that could happen?

adapted from The 7 Habits of Highly Effective People by Stephen Covey

3. Try to fit inSince you represent your companywhile at work, try to fit in.

• Keep your look simple and fairlyconservative if you work in atraditional business setting.Model yourself after yoursuccessful coworkers.

• Dress so that your customers feelcomfortable, says WilliamYeomans in 7 Survival Skills for aReengineered World.

• Before your wear anythingunusual, ask your supervisor orother coworkers if it’s a problem.Some hair styles (e.g., braids orshaved head) might not beacceptable.

4. Minimize distractionsYour goal at work is to work, notdistract others from the business athand. For most jobs, NEVER wear:• suggestive or low-cut clothes.• elaborate or unusual hair styles. • unnatural-looking hair color.• excessively high-heeled shoes.• heavy perfume or

cologne.• large, eye-catching

jewelry.• visible or unsupportive

underwear. • clothing with holes or

messages.• visible tattoos, ritual

scars or piercings otherthan in the earlobe.

40Work Ethic

1. Be cleanTo avoid offending yourcustomers with poor hygiene:

• Keep your face, body, hair andnails clean and fresh-smelling.

• Wear clean, unstained clothes.• Use anti-perspirant/deodorant

daily.

2. Ensure safety and health Your clothes should meet healthand safety guidelines for your job.

• Choose clothes that fit the workto be done, such as an apron ifspills are likely or heavy boots ifworking outdoors.

• Keep your hair away from yourface if you handle food.

• Wear any special equipmentrequired (e.g., goggles, hard hat);you can lose your job if you don’t.

MannersYour manner is as important as yourappearance. You can conduct yourselfprofessionally or offensively, butprofessionally works best. Here aresome recommendations from theauthor of Job Savvy:

Always...• Hold the door for customers.• Let customers walk ahead of you

unless you’re showing the way.• Act confidently; it encourages

customers to trust you. • Smoke only in designated areas.• Put cigarette butts and chewed gum

in the garbage.• Keep the volume on your radio or

stereo low; no one else should beable to hear your music.

• Ask your supervisor for permissionbefore using headphones.

Never...• Swear, call names or yell at work.• Interrupt a customer.• Slouch, lean, put your feet up or act

as though you’re not working.• Dip or chew tobacco in public.

• Crack gum in frontof others.• Scowl or pout.• Look bored, snobbyor uncaring.• Pick at your nose,ears, fingers orclothes.

AppearanceAs an employee, you are a walking advertisement for your employer’s company.Dress and act accordingly. Set aside your “right” to express who you are. Youremployer pays you to express who the company is. Although each company hasa certain image to project, certain guidelines apply to almost all.

DressYour choice of dress and facial/body wear is crucial. Deciding to tatoo yourface, for example, automatically limits your job options. To dress appropriately,remember that you represent your employer, not your own personality, andfollow these four rules:

... approximately 40% of allemployment rejections are based on

personal presentation, whichincludes dress and grooming.

A. Tariq Shakoorwww.minorities-jb.com

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A Texan StoryBill learned the importance of hygienewhen he lost his sandwich shop job forworking barefoot. Even though thecustomers couldn’t see his feet behindthe counter, he risked spreading germs.

Bill didn’t remember anyone telling himhe had to wear shoes, but theexperience taught him a lesson. If youwork in a place that says “no shirt, noshoes, no service” to customers, you canbet that “no shirt, no shoes, no job” isthe rule for employees.

Good manners help you

put others at ease and

show interest in them,

says etiquette instructor

Hilda Klinkenberg.

Working Woman, Feb. 1999