Attendance

• Identify appointments that require being on time and present.
• Understand the negative impact tardiness or absenteeism has on career and work performance.
• Arrange for transportation to and from work to ensure punctuality and job attendance.
• Arrange for childcare in the case of an illness or other family emergency to minimize the risk of absenteeism.
• Understand the negative effects of drugs and alcohol on work attendance.
• Understand the steps to take in an instance where tardiness or missing work is unavoidable.

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Basics of Customer Service

• Understand the importance of providing good customer service.
• Identify six things that can be said to improve a customer’s experience.
• Appropriately manage a customer complaint.
• Identify ways to provide exceptional service.

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Being an Effective Communicator

• Understand the importance of listening and be able to demonstrate effective listening techniques.
• Understand the importance of body language to conversation and demonstrate an awareness of his/her own body language.
• Demonstrate an ability to follow through on instructions from a supervisor and act independently to achieve objectives without supervision.
• Utilize workplace assertiveness in an effective but non-threatening manner.
• Communicate on a telephone in a polite professional manner.
• Understand basic email etiquette when communicating with email.

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Business Etiquette: Entry Level

• Understand the importance of making a good first impression.
• Describe the appropriate professional dress for a woman.
• Describe the appropriate professional dress for a man.
• Understand the importance of good hygiene in a professional environment.
• Understand the impact of body language when engaging with new or unfamiliar coworkers.
• Demonstrate how to best prepare for appearing well groomed and appropriately dressed on the job.

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Business Etiquette: Professional Level

• Understand the importance of practicing good business etiquette with clients, personnel, and other professional associates.
• Demonstrate appropriate behavior when meeting or interacting with others in the work place.
• Define the etiquette for formal and casual attire in the work place.
• Describe the expected procedure for calling and conducting a meeting in the business environment.
• Understand the expected behavior when dining with business associates.
• Understand the expected behavior during casual encounters with business associates.

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Diversity

• Understand that diversity can affect his/her attitude towards others.
• Define "prejudice" and identify ways that he/she may be prejudice.
• Define "tolerance" and identify when it is appropriate to be tolerant.
• Respond to differences with others in an appropriate manner.

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Goal Setting

• Understand the benefit of setting goals.
• Create attainable goals.
• Develop a measure to clearly identify the performance against a goal.
• Create a timeline for achieving goals.
• Evaluate and prioritize goals.
• Assess performance outcome against goal.

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Managing your Money Wisely

• Understand the importance of financial literacy.
• Identify problem areas in his/her life stemming from money.
• Understand the steps necessary to organize his/her finances.
• Identify his/her expenses.
• Understand the danger of impulse shopping and identify steps to avoid it.
• Develop a spending plan.

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Positive Attitude and Motivation

• Understand what attitude is and the benefit of having a good attitude at work.
• Understand what motivation is and the different ways people are motivated.
• Identify factors that may influence his/her motivation and attitude at work.
• Modify his/her work habits to effect a positive change on personal motivation at work.
• Utilize his/her own motivation to positively influence others.
• Maintain a positive attitude at work to create a motivating atmosphere.

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