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Our Students and the Workplaces Are Changing-- Are WE?. Connecting Education and Careers Dr. Pattie Odgers Northern Arizona University; Flagstaff, AZ Author, Cengage South-Western Publishing Innovations 2009 Conference League for Innovation in the Community College
Our Studentsand the Workplaces Are Changing-- Are WE? Connecting Education and Careers Dr. Pattie Odgers Northern Arizona University; Flagstaff, AZ Author, Cengage South-Western Publishing Innovations 2009 Conference League for Innovation in the Community College Reno-Tahoe, NV; March 15-18, 2009
Today’s Goals: 2 Pattie Odgers Innovations 2009 Conference March 2009
The Challenge: Training Students to Work in “Multiple, New and Emerging Workplace Environments” “Things are changing so fast that even the future isn’t what it used to be.” Dorothy (The Wizard of Oz)
Pattie Odgers Innovations 2009 Conference March 2009 Employer’s Expectations –“Current Skill Set” Still Critical See the “Big Picture” Apply Concepts to Real-World Problems Conceptual A Google Search gave me in excess of 2.1 Million hits! Most important ones?.... Soft Competency using “Computer, Software and Digital Devices” aka “Tools of the Trade” Technical
Pattie Odgers Innovations 2009 Conference March 2009 Exemplary Customer Service Focus …A Must…. Whether Face-to-Face or Virtually
Defined: Customer Service Is… … The process of satisfying the customer relative to a product or service, inwhatever way the customer defines his or her need; … And then having that service delivered with efficiency, understanding, and compassion.
Active Listening Defined: Two-way communication and involves whole mind and body, energy, and self-discipline Three Levels of Listening**: Is involved in total message Listens to words mostly Is not focused on message **The World of Customer Service, 2nd ed., Odgers – pg. 131
Attitude and PersonalApproach with Customers ACustomer-OrientedAttitude “Whatever it takes…” Customer’s Attitude Can Be Comfortable, Indecisive, Insistent, or Irate Manners Critical Because It influences the overall impression customers have of an organization and the customer service it provides
The New WorkplaceOffice/Workplace of the Future: 2020™ by OfficeTeam Follow-up survey to Office of the Future 2005 (released 1999) Surveyed workers and executives at the nation’s 1,000 largest companies Research findings and additional info at www.officeofthefuture2020.com 10 Finding In 1999 Survey: “Working professionals will use multifunctional, wireless technology to conduct business from various locales….”
11 Pattie Odgers Innovations 2009 Conference March 2009
Key Findings (1 of 2) • Emerging Technologies • Geographic location will matter less as businesses shift human and material resources around the globe in response to market opportunities • Instant Plug and Play Offices • Can be established wherever needed—offices fully wired and readily adaptable to needs of business tenants • Portable wireless tools to communicate from any location • Investment in technology will be offset by substantial savings on traditional overhead expenses, such as leases and facilities maintenance
Pattie Odgers Innovations 2009 Conference March 2009 Key Findings (2 of 2) • More Workers will Telecommute • 87% of executives polled predicted there will be increased telecommuting in the coming decade • Employees more Connected than in the Past • 42% surveyed said they believe employees will be working more hours by 2020 and 86% said they expected to stay more connected with the office while on vacation • Emotional Intelligence will grow in Importance • Refers to those skills that enable people a) to interact well with those around them, b) respond to others’ needs and priorities, and c) adapt to a rapidly changing business environment
Specific Findings…. FromOffice of the Future: 2020™ Top Technology Tools “Connected” Workplace Environment Key Skills in 2020: ACTION Example: New Administrative Roles “Specialists” 14 Pattie Odgers Innovations 2009 Conference March 2009
Office of the Future: 2020™Top Technology Tools Self-Healing Software Computers will configure, diagnose, and repair problems before the user detects them Miniature Wireless Communication Tools One device that does it “all” to: participate in VCs, e-mail, return calls, upload/download files, distribute reports, etc. 15 Pattie Odgers Innovations 2009 Conference March 2009
The “Connected” Workplace”Nearly four-in-ten (39 percent) of employers say they are now offering increased telecommuting and flexible work schedules to help employees reduce their commuting costs.”… The Career Builder.com, February 2009 Examples of Common Arrangements: Telecommuters - “have fixed offices but occasionally work at home” Hotel-Based Workers - “housed elsewhere but need temporary cubicle to work at company site” Web Commuters- The concept constitutes a seismic shift in working habits: If workers don’t have to travel to meetings or be in the office to get work done, then why should they have to? Pattie Odgers Innovations 2009 Conference March 2009
Web Commuting…. What workers need to web commute: A mobile phone and/or universal number so people can reach you anywhere. Broadband internet access. A laptop with VPN or other network access, or Another way to take your office with you wherever you go, such as GoToMyPC. Use it to access and work on your PC from any Internet connection as if you were sitting in front of it. GoToMeeting or other easy tool for online meetings and collaboration — meet, sell, train, support without having to show up in person. Pattie Odgers Innovations 2009 Conference March 2009
18 KEY SKILLS Pattie Odgers WBITE– Scottsdale, AZ May 2008 ACTION
19 FOR EXAMPLE…. Pattie Odgers Innovations 2009 Conference March 2009 • “Traditional” Roles” • Administrative Assistant • Administrative Manager • Office Manager • “Generalist” Administrative Roles – “Specialists”
20 Pattie Odgers Innovations 2009 Conference March 2009 Administrative "Specialists"
Pattie Odgers Innovations 2009 Conference March 2009 2020 Job Titles Explained….(1 of 2)
Pattie Odgers Innovations 2009 Conference March 2009 2020 Job Titles Explained….(2 of 2)
Pattie Odgers Innovations 2009 Conference March 2009 The Ultimate Secret To Success …stay calm, cool, and collected on top; paddle like heck underneath!
Thank you, Innovation 2009 Attendees.... Pattie Odgers, Ed.D. Northern Arizona University College of Education Flagstaff, Arizona firstname.lastname@example.org (928) 523-4922