Professional Demeanor Training Unit, Online Pedagogy, ED 655 November 7, 2014
ED 655

Original post.

Library Mission, Vision and Values

Learning outcomes:

  • locate quickly and refer to the Library Mission, Vision and Values statements.
  • memorize the libraries mission statement.
  • list the libraries core values.
  • explain how the mission vision and values inform their daily performance in the workplace.

Learning Resources:

Library Site Specifics

Assignments:

  1. Find the Library Mission, Vision and Values statements in two different places.
  • Print locations,
  • Web locations

Demonstrate this ability to your library coordinator.

  1. In whatever preferred way, memorize this mission statement: “The Libraries are central to Colby’s scholarship, providing scholarly resources and services to advance students’ and faculty’s teaching, learning and research experiences.” Demonstrate this ability to your library coordinator.
  1. Use one of these Mnemonic generators to create a fun (and useful way to recall the libraries’ values)

Share and explain your mnemonic on the forum.

  1. Compose a short essay (500-800 words) that draws from our training and your experiences working at the desk. Summarize the library mission vision, values statement, and relate between our policies and procedures at the service desk and your summary.  Share your essay on the forum and comment on at least two other postings.
Work Ethic

Learning outcomes:

  • explain why showing up for your shift a few minutes early (as frequently as possible), working through the start of shift checklist of chores immediately, and sharing those chores with your co-worker are important.
  • tell why arranging for shift coverage as soon as you learn of your need and if you are ill contact either or both your student supervisor or Branch coordinator at the earliest possible time.
  • summarize how completing timesheets regularly and accurately demonstrates good work ethic.
  • discuss how following through on commitments, like providing shift coverage or any service promise he/she makes to a customer needs to be executed upon and completed.
  • show how to provide peer-to-peer feedback on job tasks while maintaining trust and respect.
  • explain why customer confidentiality and privacy are important both as values and in terms of the law.
  • tell why not abusing password authorizations in any library system or resource is both a legal and ethical matter
  • explain why honesty and accuracy in entering hours in time sheet is an important responsibility.
  • tell why honesty in requesting sick time is an important part of workplace behavior.
  • explain why owning a mistake is important (hint, blame is a wrong answer).
  • discuss why not knowing something is an important signal about his/hers workplace performance.

Learning Resources:

Time Entry

On Duty Responsibilities

Schedule

Assignments:

  1. View the linked YouTube videos:

Consider two potential meanings: ethical behavior appropriate to the workplace, or the notion that work builds character.

  1. Go to this url http://web.colby.edu/acits/lyndacampus/, and follow the instructions on logging in. Once you have access view the video training listed below.  It is fine to do this during your regular but quiet shift (please just remember to leave one ear bud out so that you can still hear the phone, or face-to-face customer questions).

Connecting with Peers in the Workplace with Todd Dewett

Coach Todd Dewett outlines helpful techniques for building and maintaining productive coworker relationships.

  1. With the various YouTube, videos and the training video from Lynda.com in mind write a 500-800 word essay on work ethic and ethics in the workplace. Post the essay on the forum and comment with critical and supportive feedback on two other essays written by co-workers.
Appearance

Learning outcomes:

  • exemplify professionalism through dressing appropriately for workplace, this include appraising his/her wardrobe and selecting clothing, footwear and jewelry appropriate for a library service desk
  • classify clothing inappropriate in the workplace this includes providing examples of clothing in this category and being able to offer reasons for the classification.
  • understand the importance of and practice smiling when you greet customers to convey confidence, enthusiasm and potentially to diffuse difficult conversations.
  • analyze and interpret the tone of the customer service situation and match affect for that tone.
  • tell why being clean and well groomed (and laundered) including using deodorant, yet avoiding strong perfume is important in the workplace and on making good first impressions.
  • think about and explain the impact of tattoos, piercings and gauges on creating professional persona.

Assignments

  1. View the linked YouTube videos:
  1. Search through your favorite search interface (Google, for example) the terms “business casual for ‘gender’” and “smart casual for ‘gender’” limit your search to images.
  1. Thinking about your probable potential employers search two Human Resource pages, for companies you would like to work for, review their dress code and policy on tattoos, piercings and gages. Summarize what you have learned in a paragraph (300-500 words) and post it on the forum.  Comment, thoughtfully, on three posts by co-workers.
  1. Select two outfits from your current wardrobe that constitute business casual or smart casual outfits. Take a selfie of yourself in each and post the two pictures to the Moodle forum.  Explain your choices in a short description.  We can have some fun with this homework, but let us keep it tasteful.
Work Place Communication

Phone etiquette

Learning Outcomes:

  • explain why answering the phone during the first 1-3 rings is important
  • create personalized greeting that will include the organization name, the answerer’s given name, and an offer for assistance. Explain why this is important
  • execute a correct phone transfer, this includes both operating the phone functions correctly and demonstrating appropriate communication with the customer. Create a personalized script for phone transfers.
  • demonstrate three ways to locate phone numbers for campus or library staff.

Learning Resources:

Customer Service

Assignments:

  1. View these two videos in their entirety.

Imagine that you are creating a Phone Etiquette training video.  Select the most valuable points from both videos.  List them as bullet points and order them in the best sequence for learning them.  Post these lists on the Moodle forum.  Comment constructively and creatively on at least three co-workers lists.

  1. Create your greeting, and transfers “scripts” and practice them on your shifts this week. Report in the forums how you have modified your scripts and what you learned in using them.  Think about what other frequently asked questions you could create “scripts” for post one of them on the forum.

Writing in the workplace

Learning Outcomes:

  • handwrite notes that explain the problem/situation, and answer who, what, where, why, when and provide correct contact information.
  • explain the difference between personal, academic, and workplace writing.
  • write proper workplace e-mail.

Assignments:

  1. View these two videos in their entirety.

Summarize these two videos with a short list of bullet points that capture the important points.  Share your list on the forum.  Comment constructively and critically on two postings by co-workers.