Chapter 1 Careers in Industrial Maintenance 15 1.5.6 Professional Behavior You will be expected to behave professionally on the job. Th is includes showing respect for your boss and cowork- ers. Personal conversations and phone calls should be limited to break times or lunch. Act courteously remem- ber that others are focusing on their work. Interruptions can cause them to lose concentration. Part of behaving professionally is responding appro- priately to constructive criticism. Every employee, no matter how knowledgeable or experienced, can improve his or her performance. If you receive criticism from a supervisor or coworker, do not be off ended. Instead, use the feedback to improve yourself. Th e more you improve, the more successful you will be in your work. 1.5.7 Decision-Making and Problem-Solving Employers value workers who have the ability to make sound decisions. Th e decision-making process applies in the workplace as well as other aspects of life. Th e process involves identifying the issue, identifying possible solu- tions, making a decision, implementing the decision, and evaluating the results, Figure 1-13. Having the ability to solve problems on the job shows an employer that you are able to handle more responsibi- lity. Solving problems as a group can strengthen cama- raderie and help employees feel more pride in their work. Th e ability to make decisions and solve problems requires critical-thinking skills. Th ese are higher-level skills that enable you to think beyond the obvious. You learn to interpret information and make judgments. Supervisors appreciate employees who can analyze prob- lems and think of workable solutions. 1.5.8 Communication Skills Communication is the process of exchanging ideas, thoughts, or information. Communicating eff ectively with others is important for job success. Being a good communicator means that you can share information well with others. It also means you are a good listener. Th e primary forms of communication are verbal and nonverbal. Verbal communication involves speak- ing, listening, and writing. Nonverbal communication is the sending and receiving of messages without the use of words. It involves body language, which includes your facial expressions and body posture. Listening is an important part of communication. If you do not understand something or someone, be sure to ask questions. Also give feedback to let others know you understand them and are interested in what they have to say. Th e message you convey in telephone communica- tion involves your promptness, tone of voice, and attitude. Answering the phone quickly and with a pleasant voice and greeting conveys a positive image for the company. Learning to obtain accurate information from the caller without interrupting that person’s message is important. To be an eff ective employee, you need to know how to communicate well with the common tools of your workplace. When communicating by e-mail, carefully consider the message before sending it. Often messages are sent quickly without thought of how the recipient may interpret them. Th e same is true of voice mail. 1.5.9 Ethical Workplace Behavior Ethical behavior on the job means conforming to accepted standards of fairness and good conduct. It is based on a person’s sense of what is right to do. Individuals and society as a whole regard ethical behav- ior as highly important. Integrity, confi dentiality, and honesty are crucial aspects of ethical workplace behavior. Integrity is fi rmly following your moral beliefs. Unfortunately, employee theft is a major problem at some companies. Such theft can range from carrying offi ce supplies home to stealing money or expensive equipment. Company policies are in place to address these concerns. In cases of criminal or serious misbehavior, people may lose their jobs. If proven, the charge of criminal behav- ior stays on the employee’s record. With that record, an employee will have a diffi cult time fi nding another job. 1.5.10 Interpersonal Skills Interpersonal skills involve interacting with others. Some workplace activities that involve these skills include A_stockphoto/Shutterstock.com Figure 1-13. Basic problem-solving tasks on the job include reading and interpreting measurements. Understanding a problem is the fi rst step in determining the best method for correcting it. Copyright Goodheart-Willcox Co., Inc.