Professional Demeanor Training Unit

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.

4 thoughts on “Professional Demeanor Training Unit

  1. Owen

    Bob – this is great! I really like how you’ve focussed your topic a bit, but also all the different resources you’ve included. Your assignments and assessments are coming together well also.

    Your use of forums and community spaces to share and receive feedback looks good.

    Two things: Would any of the activities benefit from being able to incorporate peer/community feedback? Secondly, what sort of carrot/stick are you thinking about to encourage students to comment on one another’s work?

    Coming along nicely. I look forward to seeing the online incarnation of this plan.

    -Owen

    Reply
  2. lsowa

    Bob, You’ve outlined a very comprehensive set of learning outcomes for your employees. What time frame do you have in mind for new employees to complete the training?

    I particularly like your outcomes related to work ethic and professionalism in the workplace. Teaching a remedial level math course for the first time this semester, I see first hand how many students really lack the basic knowledge about how to be a student – doing homework on time, contacting the instructor right away if they are sick and can’t take an exam, not using their phones in class, etc. etc. If I teach this course again, I will spend substantial time teaching them how to be students. Teaching your employees *how* to be employees is time well spent. Articulating what that means is exactly what you’ve done.

    Do you provide an opportunity for students to share any previous work experiences? This may provide some valuable insight and a starting point for some of the discussion topics listed above.

    Lori

    Reply
  3. The Truth

    Hey, how’s it going?

    I want to pass along some very important news that everyone needs to hear!

    In December of 2017, Donald Trump made history by recognizing Jerusalem as the capital of Israel. Why is this big news? Because by this the Jewish people of Israel are now able to press forward in bringing about the Third Temple prophesied in the Bible.

    Jewish Rabbis have publicly announced that their Messiah will be revealed in the coming years who will be a leader and spiritual guide to all nations, gathering all religions under the worship of one God.

    Biblical prophecy tells us that this Jewish Messiah who will take the stage will be the antichrist “who opposes and exalts himself above all that is called God or that is worshiped, so that he sits as God in the temple of God, showing himself that he is God” (2 Thessalonians 2:4). For a time he will bring about a false peace, but “Therefore when you see the ‘abomination of desolation,’ spoken of by Daniel the prophet, standing in the holy place (Matthew 24:15)…then there will be great tribulation, such as has not been since the beginning of the world until this time, no, nor ever shall be” (Matthew 24:21).

    More importantly, the power that runs the world wants to put a RFID microchip in our body making us total slaves to them. This chip matches perfectly with the Mark of the Beast in the Bible, more specifically in Revelation 13:16-18:

    “He causes all, both small and great, rich and poor, free and slave, to receive a mark on their right hand or on their foreheads, and that no one may buy or sell except one who has the mark or the name of the beast, or the number of his name.

    Here is wisdom. Let him who has understanding calculate the number of the beast, for it is the number of a man: His number is 666.”

    Referring to the last days, this could only be speaking of a cashless society, which we have yet to see, but are heading towards. Otherwise, we could still buy or sell without the mark amongst others if physical money was still currency. This Mark couldn’t be spiritual because the word references two different physical locations. If it was spiritual it would just say in the forehead. RFID microchip implant technology will be the future of a one world cashless society containing digital currency. It will be implanted in the right-hand or the forehead, and we cannot buy or sell without it. Revelation 13:11-18 tells us that a false prophet will arise on the world scene doing miracles before men, deceiving them to receive this Mark. Do not be deceived! We must grow strong in Jesus. AT ALL COSTS, DO NOT TAKE IT!

    “Then a third angel followed them, saying with a loud voice, “If anyone worships the beast and his image, and receives his mark on his forehead or on his hand, he himself shall also drink of the wine of the wrath of God, which is poured out full strength into the cup of His indignation. He shall be tormented with fire and brimstone in the presence of the holy angels and in the presence of the Lamb. And the smoke of their torment ascends forever and ever; and they have no rest day or night, who worship the beast and his image, and whoever receives the mark of his name” (Revelation 14:9-11).

    People have been saying the end is coming for many years, but we needed two key things. One, the Third Temple, and two, the technology for a cashless society to fulfill the prophecy of the Mark of the Beast.

    Visit http://WWW.BIBLEFREEDOM.COM to see proof for these things and why the Bible truly is the word of God!

    If you haven’t already, it is time to seek God with all your heart. Jesus loves you more than you could imagine. He wants to have a relationship with you and redeem you from your sins. Turn to Him and repent while there is still hope! This is forever…God bless!

    “EITHER HUMAN INTELLIGENCE ULTIMATELY OWES ITS ORIGIN TO MINDLESS MATTER OR THERE IS A CREATOR…” – JOHN LENNOX

    We all know God exists. Why? Because without Him, we couldn’t prove anything at all. Do we live our lives as if we cannot know anything? No. So why is God necessary? In order to know anything for certain, you would have to know everything, or have revelation from somebody who does. Who is capable of knowing everything? God. So to know anything, you would have to be God, or know God.

    A worldview without God cannot account for the uniformity and intelligibility of nature. And why is it that we can even reason that God is the best explanation for this if there is no God? We are given reason to know or reject God, but never to know that He does not exist.

    It has been calculated by Roger Penrose that the odds of the initial conditions for the big bang to produce the universe that we see to be a number so big, that we could put a zero on every particle in the universe, and even that would not be enough to use every zero. What are the odds that God created the universe? Odds are no such thing. Who of you would gamble your life on one coin flip?

    Is there evidence that the Bible is the truth? Yes. Did you know that the creation accounts listed in the book of Genesis are not only all correct, but are also in the correct chronological order? That the Bible doesn’t say the Earth was formed in six 24-hour days but rather six long but finite periods of time? That the Bible makes 10 times more creation claims than all major “holy” books combined with no contradictions, while these other books have errors in them? The Bible stood alone by concurring with the big bang saying, “In the beginning God created the heaven and the earth” (Genesis 1:1); and says our universe is expanding, thousands of years before scientists discovered these things. Watch a potential life-changing video on the website listed below with Astronomer(PhD) Hugh Ross explaining all these facts based on published scientific data. He has authored many books, backed even by atheist scientists.

    Jesus came to pay a debt that we could not; to be our legal justifier to reconcile us back to a Holy God; only if we are willing to receive Him: “For the wages of sin is death…” (Romans 6:23).

    God so loved the world that He gave us His only begotten son, so that whoever believes in Him, through faith, shall not perish, but have everlasting life. Jesus says if we wish to enter into life to keep the commands! The two greatest commands are to love God with all your heart, soul, strength, and mind; and your neighbor as yourself. All the law hang on these commands. We must be born of and lead by the Holy Spirit, to be called children of God, to inherit the kingdom. If we are willing to humble ourselves in prayer to Jesus, to confess and forsake our sins, He is willing to give the Holy Spirit to those who keep asking of Him; giving us a new heart, leading us into all truth!

    Jesus came to free us from the bondage of sin. The everlasting fire was prepared for the devil and his angels due to disobedience to God’s law. If we do the same, what makes us any different than the devil? Jesus says unless we repent, we shall perish. For sin is the transgression of the law. We must walk in the Spirit so we may not fulfill the lusts of the flesh, being hatred, fornication, drunkenness and the like. Whoever practices such things will not inherit the kingdom (Galatians 5:16-26). If we sin, we may come before Jesus to ask for forgiveness (1 John 2:1-2). Evil thoughts are not sins, but rather temptations. It is not until these thoughts conceive and give birth by our own desires that they become sin (James 1:12-15). When we sin, we become in the likeness of the devil’s image, for he who sins is of the devil (1 John 3:8); but if we obey Jesus, in the image of God. For without holiness, we shall not see the Lord (Hebrews 12:14).

    The oldest religion in the world is holiness through faith (James 1:27). What religion did Adam and Eve follow before the fall? Jesus, Who became the last Adam, what religion does He follow? Is He not holy? He never told us to follow the rituals and traditions of man but to take up our cross and follow Him (Luke 9:23). There are many false doctrines being taught leading people astray. This is why we need the Holy Spirit for discernment. Unlike religion, holiness cannot be created. It is given to us from above by the baptism of the Spirit. Jesus is more than a religion; He is about having a personal relationship with the Father. Start by reading the Gospel of Matthew, to hear the words of God, to know His character and commandments. Follow and obey Jesus, for He is the way, the truth, and the life!

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