CHAPTER III- ERGONOMICS and OFFICE PRODUCTIVITY

Ergos (Greek word) Work; nomos – natural laws: refers to how the work place is set up.

Ergonomics – science of designing machines, operations, and work environment that

best meets employee’s needs. is the study of all office equip’t and environmental factors
that contribute to worker’s productivity and job satisfaction.

“human engineering” – integrates the use of space, furniture and equip’t & other
physiological factors (light, color, sound, temperature) to meet the psychological needs
of the workers on the job.

Ergonomic Needs in the Office:

Human activities performed in the office Classification:

Cognitive – activities that are largely mental in nature and revolve around the use of
knowledge or judgment (decision making, proofreading). Social – interpersonal tasks of
2 or more persons (telephoning)

Procedural – referring to the predefined work steps followed by office employees: filling
out forms at the same time reading/writing

Physical – activities that require the use of human energy (keyboarding/ filing)
MAJOR AMBIENT FACTORS IN THE OFFICE

- refer to those conditions that surround and affect the performance of work and the
development of employee satisfaction with the work and workplace.

1. SURFACE ENVIRONMENT

– consists of physical features in the office that essential part of the building its layout
and the work performed (walls, ceilings, floors, windows, pillars, furniture and equipment
and the coverings placed on them.
has direct effect on the psychological state of the office staff and on productivity and
morale.

Effective Use of Color

affects our emotions, moods, attitudes, and comfort in the workplace.

Direct bearing on the effectiveness of lighting conditions.

Color selections be made in consideration with the following factors:

the work functions that will be performed in the office area physical
location of the office type of emotion desired

Human Reactions to Color – sets the mood of an office staff: feel hot/cold, happy
distressed, satisfied –
depending on the:

hue- (shade or tint) the lightness or

darkness of the color intensity –
brightness or dullness
Distance effect – tells us how near or far the colored object or area appears to the
viewer.
Temperature effect – refers to how warm or cool the color makes the space seem.
Mood effect – describes how mentally stimulated or relaxed people feel.
Light colors – bright, cheerful – keeping work areas clean and tidy.
Blue color – create a cool and calming effect
Orange, red, yellow – create exciting effects
Black, brown – depress workers
 Specific Ways in which Color Affects Human Behavior:

Brightly colored offices seem cheerful & efficient looking and tend to inspire feelings of
trust.
The color of all office surfaces may cause eyestrain due to improper lighting or
reflectance if the colors are not carefully selected (headaches, sluggish feelings,
unhealthy symptoms, diminished concentration, work accuracy is reduced).

The perceptions of people can be changed by the use of color.

long narrow offices = wider by using dark colors on end walls & lighter colors on the long
side walls.
Color helps people to identify key building locations (red = exit; safety doors)

Reflection Values of Colors

Reflection ratio – measures the amount of light reflected from a surface as a

percentage of the total amount of light striking that surface (40-60% best for
office walls).
Wall & ceiling colors – should be light enough to reflect light rather than absorb it
but not light enough to produce annoying glare.

Furniture and Equipment Colors non-gloss finish should be chosen; light-

colored desktops are recommended.
Light characters on a dark background – easier reading of the characters on the VDT
screen.

Floor Coverings- creates a quiet, relaxed atmosphere – its

surface absorbs sound.
Produces feeling of luxury, enhances worker satisfaction and add to the firm’s prestige.
Lessened employee fatigue and accidents.
carpeting – most popular; solid vinyl tile, vinyl asbestos, tile marble
solid vinyl tile lasts twice as long as carpeting.
Use of Plants in the Office

Plantscaping – to personalize work areas, provide privacy, brighten and warm the
area and add attractive coloring.
absorb many pollutants and convert to breathable oxygen.
Strong positive effect on morale.

2. THE SEEING ENVIRONMENT

-refers to all the items needed to provide adequate light for performing the
work assigned in the office.
Goals:
To provide efficient, comfortable lighting and safe place to work.
To help develop a feeling of visual comfort and aesthetically attractive work area
To assist in reducing the use of electrical resources

Quantity of Light or Illuminance (footcandle is used)

Footcandle (FC) – is the amount of light produced by a candle at a distance of one foot
from the source of light.
90-150 FC range – modern buildings lighting levels
More light results in: easier reading of documents, better health & morale, greater
efficiency of employees.
Inadequate light: induce eyestrain, muscular tension, fatigue, irritability, poor quality,
inaccurate work and lowered production.

Quality of Light – refers to those features of a lighting system that provide a visually
comfortable work area, free of glare or shadows, and which help to create an
attractive office climate.

Determining the Amount of Brightness:

Footlambert - is the unit of measure approximating one foot candle of light emitted or
reflected.

Visual comfort probability (VCP) – it indicates how much direct glare a luminaire is likely
to produce. a VCP of 70 is satisfactory for most offices = comfortable & relatively free
from glare. Glare – causes visual strain and leads to lower productivity.

Sources of Light

Daylight (natural light) – is a free resource that enters the office through windows or
skylights. Use heavy draperies, venetian blinds, or partitions will suffice. Artificial light
Incandescent light – produced in a bulb by heating the tungsten filament to the point of
incandescence (glowing with white heat); 10% energy produces light while the rest
produces heat.
Fluorescent light – produced in long tubelike lamps found in offices and commercial
establishments. 20 watts is equal to 60 watts incandescent light.
High-intensity discharge (HID) lamps – mercury vapor, metal halide, and high
pressure sodium will require several minutes to attain their full light output. It is 3x more
than fluorescent & 6x efficiently than a bulb.
Task/Ambient Lighting- the light fixtures are built into the open-plan furniture (desks
and cabinets) to light specific work areas.
Ambient lighting – uses indirect fixtures that direct light upward to be reflected off the
ceiling onto the surface that surround the workstation.

3. THE HEARING ENVIRONMENT

- deals with office sounds (good or bad)
Noise – unwanted sound must be carefully controlled to be efficient.

Decibel (db) – is a unit of measure that determines the relative loudness of sounds,
equal approximately to the smallest degree of difference of loudness detectable
by the human ear.

Controlling Office noise by:

eliminating the source of the noise using sound-absorbing (acoustical)
materials to reduce the effects of noise

NRC (noise reduction coefficient) developed to measure the amount of noise

absorbed or removed from an area.
- hard surfaces reflect sounds while soft surfaces absorb them.

Music in the office provides a pleasant background sound that calms the nerves,
reduces fatigue due to work strain, lessens work monotony & relieves mental fatigue.

4. THE AIR ENVIRONMENT (right temperature)

refers to the total atmosphere created in the office by the principal air factors:
temperature, humidity, circulation (ventilation) and cleanliness.
- improves mental activity, boosts efficiency, increases productivity & decreases
absenteeism.

a. Temperature – refers to the relative hotness or coolness of the air measured in

degrees Fo or Celsius.
- 70oF is a healthful temperature for work esp. 40 yrs old & above

b. Humidity – refers to the percentage of moisture in the air.

 Air-conditioning equipment removes moisture from the air during summer months
and add moisture to the air during the winter months. 30-60 percent: comfortable range
of humidity.

c. Circulation – it should be 12 to 15 cubic meters of outside air/person/hour & the

flow of air should be slow enough so as not to feel drafty.
d. Cleanliness
Air-conditioning cleans the air of undesirable pollutants.

Sick-Building Syndrome (SBS) – health problems associated with indoor air

pollution (headache, eye, nose or throat irritation, dry or itchy skin, dizziness &
nausea, fatigue, sensitivity to odors, memory & cognitive lapses. Pollutants:
Toxic substances – airborne carbon monoxide – vehicle
Sulfur dioxide – heat and electricity production
Undesirable matter – dust, chemicals and metals; tobacco has 3,000 polluting
compounds

5. THE SAFE AND SECURE ENVIRONMENT

- protects our physical needs as workers, gives us a sense of well-being that soothes
our emotions and improves the total working environment.
Safety problems trips and falls = caused by thick or loose and
torn carpeting back problems = improper fitted chair; improper lifting; general poor
physical condition. Electrical problems = improper or lack of grounding of machines,
exposed wires or plugging too many appliances in same outlet.
Miscellaneous problems = collisions with other persons, obstructions unmarked bldg;
falling objects

b. Security Problems
- lack of fire protection = no smoke alarm & no automatic sprinkler provided
- no contingency plan in case of violent and disaster
- basic production and comfort needs of employees ignored by employers
- special problems facing disabled workers

Integrated Security System (ISS) is being equipped to modern, smart office bldg.
under computer control brings together intercommunication systems, burglar
and bldg. wide monitors.

WORKFLOW – is the movement of information vertically between superiors and

subordinates or horizontally among workers on the same level.

Human Space needs – space communicates. It affects the feelings of people.

Personal Space – refers to an area of privacy surrounding the worker that is important
for keeping our other people.
amount of personal space that workers require to maintain psychological comfort differs
between introverts and extroverts.

Introverts – prefer to work alone hence require more privacy.

Territoriality – refers to the physical area under the control of workers and designed
specifically for their use.
big or greater amount of office space communicates power and authority.

Zones of Personal Distance:

1. Intimate - skin contact to 2-feet, reserved for persons with close friends working
together on an office assignment.

2. Personal (2-4 feet); keeps the other person at “arms length”; office supervisor
giving specific directions to a worker reorganizing a report.
3. Social (4-12 feet) – business situations where people work together or salespersons
and customers talk.
7-12 feet is used for more formal, impersonal situations: conferring with one’s
supervisor across the desk.
Disabled office workers: handrails, door accommodating wheelchairs, ramps, lower
lavatories and water fountains, Braille symbols.

OFFICE DESIGN PLANS

Conventional plan – is a type of office layout characterized by wall barriers that tend to
isolate work areas.
It provides a specialized work area for a department to promote productivity.
Reduce human interaction, hinders interpersonal flow; inflexible arrangement when
redesigning.
Open plan, office landscape (originated in Germany after WWII) – free of permanent
walls and corridors. It brings together the functional, behavioral and technical factors
needed to design individual workstations, work groups, & dept’s.
American plan – combination of 2-high level executives can keep their private offices
for isolation and confidentiality while staff is on open work areas close to one another.
The High-Tech Office Plan – Smart Building – is an office building that has a computer
for a brain (control device) and a nervous system of cables and electronic sensors that
allow the computer to monitor and interact with building conditions.

WHY TIME MGT. IS IMPORTANT FOR OFFICE PROFESSIONAL?

We are living in a more complex age than before. Needed to attune to technological
changes, operate new machines, use new methods/procedures
We are living in an age in which employers demand much of their employees. Needed
to achieve the level of profitability necessary for the business to survive, operate
with maximum efficiency.

Why manage time?

1. Some people accomplish more than others.

2. Office professional should manage time in the office.
3. Managing time means managing yourself to use time profitably.

Sources of Time Wasters/Interruptions:

Excessive socializing
Sociability – is one personal trait that an office professional should develop for
proper communication.
Chatting in CR with unnecessary topics; personal telephone calls; entertaining friendly
calls; prolong conversation with drop-in visitors.
Disorganization – not using systematic procedure of accomplishing work daily.

As workers you should:

1. Keep off the desk top all objects that are not in constant use
2. Organize incoming and outgoing materials
3. Plan ahead where to get the materials needed for quick operation of performing
the work.
4. Eliminate unnecessary steps and wasted motion by arranging
equip’t/supplies Place frequently needed materials and supplies within
easy reach Organize desk drawers to suit your own work
requirements:
Center drawer – erasers, rubber bands, ruler, stapler, paper clips

Top-side drawer – stationery, notebooks

Middle-side drawer – used for work in progress; correction fluid, extras
Bottom-side drawer – used for personal articles.

Ineffective Communication – wasting time if presented an incorrect report; lose

customer due to service dissatisfaction; need good listening and reading skills.

Suggestions:

1. When you are given instructions, repeat your understanding of it.

2. Be sure to get accurate, complete info you need to accomplish your work
3. Don’t be afraid of communicating face-to-face, look at the person and listen
attentively to what he is saying.
4. Do not impress people with high sounding language.
Note:
An employee communicate with an average of 24 people/day.
Communications arrive electronically (72%) and by paper (28%).
Employees are interrupted an average of 6x an hour during the average workday.

4. Procrastination – means trying to avoid a task by putting it aside with the

intention of doing it later (long coffee break, long talk with friends)

To avoid procrastination:
Make a time log preparation – a chart of how long you spend each day in various
activities.
Log analysis – analyze in order to discover ways in which you can improve the mgt. of
your time (when productive or not)
Action plan – make the positive steps you will take to increase your time mgt.
efficiency.

TIME MANAGEMENT- is a measure of our work in the office. It is a priceless

possession. It is a paradox; a resource and it is equitable.

Habits to cultivate in the Office:

Be proactive (programmer) – the power, freedom and ability to choose responses

according to values, accept responsibility for their own behavior and focus on their circle
of influence.
Reactivity – is allowing moods, feelings and circumstances to drive responses.

Begin with the End in Mind (write the program) – mental creation precedes physical
creation. Effective people create their own destiny. They mentally plan then physically
create own positive results.
First Things First – recognize what is truly important and dedicate yourselves to
organizing and executing around those things. “Things which matter most must never
be at the mercy of things which matter the least.”

Time Management Techniques:

Establish priorities – important tasks are carried out first.

Prioritizing – is determining the order of importance in which work will be
processed.
Priority tasks – are those that you must finish today.
Non-priority tasks – that can wait for tomorrow or even day after; not immediate.
 Prepare Daily To-do-Lists prepare schedule for the following day
before closing time each day.
List the most important job first

Red (A) = most important ) uncompleted items be added

to Blue (B) = less important )
the next Black (C) = rest ) day’s list.

Keep Schedule: Long, Weekly, Daily Schedules = group it accordingly.

Routine Work – tasks that make up a part of every office professional’s day
(opening, processing mail, ordering supplies)

Special Work – is any unusual assignment that vary with each employer.
(handling employer’s tax record, charity drive, etc.)

Handle Paper Work as Quickly as possible read and process the

paper then act on it. Handle the paper once.

5. Simplify Repetitive Work

Office Work Simplification – is to use common use to organize and

eliminate waste of material, equipment, time, energy, and space in the
performance of office work. Use batching technique.

6. Perform Tasks Correctly the First Time important to produce acceptable (is
governed by a standard which is set for each piece of work) work on the first try. Plan
each task before you begin do not guess; focus on the correctness of the details as
you perform your job. ask assistance if not familiar about the job.

Develop a Procedures Notebook special assignments (handling tax report, expense

report, travel arrangements and helping community drive) need definite steps to be
followed to avoid trial-and-error procedure.
Make and outline form on the procedures to be followed in the office.
Take not all the signatories for your convenience and exactness of data.

Utilize Slack (slowness/lack of energy)Time use the time

productively to accomplish number of office odd jobs.
Clearing away papers not needed; rearrange files; replace old folders
Read articles related to your work and the technology you will be using.

ISSUES AND PROBLEMS THAT AFFECT OFFICE

WORKERS’ PHYSICAL AND MENTAL WELL-BEING
(affects productivity)

STRESS – is the physical, chemical, or emotional state a person

experiences at the time of a crisis or when subjected to irritations and
unpleasant situations. is the response of the body to a demand made
upon it (wants, needs, desires). experience bodily or mental tensions and
may contribute to serious health problems: heart and stomach diseases.

According. to Human Synergistics Int’l, the 3 industries that is stressful to

employees:
1. telecommunications
financial services
not-for-profit
associations
Distress – negative stress (bad impact in our lives)
Sick, cannot cope up with technology you’ll be physically, mentally and
emotionally ill.
Types of Negative Stress
Acute stress – occurs when a person has to respond instantaneously to a crisis
situation.
2 chemicals are produced: adrenaline and non-adrenaline = stimulated people to
perform incredible acts in a crisis by lifting extremely heavy objects but
afterwards you will become weak, hands are shaking and quivering of knees or
even collapsed.

Chronic Stress – occurs when a distressful situation is prolonged with no test or

recuperation for the body.
It triggers the production of different biochemicals that can cause:

High blood pressure ulcers

Kidney damage elevated cholesterol
Cardiovascular disease weakening of immune system
Migraine headachescancer

Emotional problems:
Depression deep-seated anger self-rejection
Withdrawal loss of self-esteem

Cost of Stress

Organization: absenteeism and loss of productivity

Individual: illness and temporary loss of work

According. to survey of American Stress Institute, between $2B-$3B were spent each
year due to.
Absenteeism accidents
Reduced productivity worker compensation, medical/legal, insurance fees
Employee turnover
40% turnover and 60-80% on-the-job accidents are stress-related problems.

Common symptoms of stress:

heart palpitations 7. rash

muscle tension 8. fatigue
excessive perspiration 9. shifting sleep patterns
upset stomach 10. overeating or loss of appetite
headache 11. boredom
cold, clamsy hands 12. Irritation
 SYMPTOMS OF STRESS

BEHAVIORAL & PSYCHOLOGICAL

PHYSICAL SYMPTOMS SYMPTOMS

Back pains Accidents on the job

Churning stomach Alcohol and drug abuse
Exhaustion Being overly emotional
Headaches Depression
Heavy pounding of the heart Excessive smoking
Hyperacidity Feelings of great anxiety
Inability to sleep Inability to concentrate
Nervous fics Job insecurity
Overeating Loss of control over what appear to be
Peptic ulcers overwhelming problems
Skin disorders Psychological or physical withdrawal
Tight muscles from work environment
Weak or dizzy spells Sexual dysfunction
SOURCES OF STRESS

On the Job In the Home

Absence of job description Difficulties with children (truancy,

Demands of the job drugs,
Fear of, and resistance to, change, alcohol) and in-laws
esp. overnight technological change Differences with mate (sex, money)
that may cause displacement Dissatisfaction about role
Having to meet tight deadlines responsibilities
Lack of feedback for work well done Emotional needs (caring, love, trust,
No clear line of command empathy) not being met
Responsibility without authority
Unpleasant ergonomic conditions such
as noise, smoke pollution, and
crowding
Fear of, or distrust of, supervisor and
peers
Layoff brought about by downsizing or
economic downturn
Contributing Factors:

Role Ambiguity – inadequate info about his work role; no clear objectives/ expectations

Job insecurity – many organization are downsizing (reducing no. of employees); laying
off employee

3. Working Conditions & Relationships

a. Dehumanizing environment – people are treated as objects than individuals.
b. Poor working relationship with colleagues/supervisor
c. Lack of trust among peers
d. Lack of support from co-workers
e. Work overload

4. Dual-career families, single parents & extended families

- both parents are working leaving the children behind; divorce: so single parent
doing all the tasks at same time; tremendous pressure; taking care of Aging
parents – health problems living on same households.
5. Economic Pressures – difficulty in balancing personal budget. Serve longer
working hours to have adequate money to meet family needs.

Approaches Used to Minimize Stress:

Employee wellness programs – designed a tailor-made health mgt. programs and

providing facilities for jogging, swimming, relaxing in sauna, and aerobics.
Stress-Mgt. programs – seminars and programs wherein workers learn relaxation
techniques: meditation and yoga; discussion sessions that focus on physical fitness,
hypertension control, healthy dietary habits and control over alcohol and drug abuse.
Employee-assistance programs – employees are aided in planning three-day,
weekends, vacations, or sabbatical for rest, rejuvenation, and mental growth and
development.
Outplacement counseling service – offered to those who were laid-off workers a
much needed “shot in the arm.”
Health incentives – salary incentives and “well leave” (force leave)
Do a stress audit – make a list of circumstances that contribute to your negative stress.
Maintain a proper diet – intake of vegetables, fruits, legumes & do maintain high fiber
in your diet.
Get the proper amount of sleep – India saying: Sleep nurses all living things.
Use visualization – imagine and visualize pleasant scene to help you relax.
Clarify values – are principles that guide our life – honesty, fairness, love, security and
belief in higher being.
Reduce organizational dependency – do not depend totally on organization. Educate
and train yourself to be employable by a number of companies. Engage in continuing
education. Keep updated on technology workshops/seminars.
Understand role relationships – be sensitive to the needs of employer and co-
workers. Know what they expect of you. Be familiar with your organizational chart and
organization.

Burnout –is the depletion of one’s physical and mental resources caused by excessive
striving to reach unrealistic job-related goals. Mostly affected are workers with high
energy, lofty ideals, and unrealistic expectations.
chronic fatique, emotional exhaustion; job boredom; a negative, cynical attitude toward
one’s work; unfulfilled need for recognition; moodiness; poor
concentration; forgetfulness; and physical ailments: stomach disorders and backaches.

Smoking – affects a worker’s health, morale, efficiency, and productivity; increased

medical-care costs, insurance, material and labor losses, and reduced productivity and
morale.

Sexual Harassment – (Accdg, to Equal Employment Opportunity Commission – EEOC)

– it is an unwelcome sexual advances, requests for sexual favors, and other verbal or
physical conduct of a sexual nature” which usually interferes with work performance,
employment or advancement.

Office Romances – develop in business offices since people are placed in close
proximity to one another and thus their interactions encourage a relationship. It affects
their job performance, lower morale and decreased productivity among the office staff.

Nepotism – is the showing of favoritism in the employment of relatives; often creates

jealousy and resentment among the employees; discourage outsiders from seeking
employment in a family-held company.

Trauma – is a startling experience that has a lasting effect on mental life. The event
could be a result of a natural disaster, an organizational crisis, mgt. abuse that is
evidently felt by the workers, or personal loss of a job.
work place trauma: moodiness, alienation and behaviors of tardiness,
absenteeism and accident proneness.
sudden job loss, downsizing, layoff survivor’s sickness, with feeling of uncertainty,
anger, guilt and distrust.
Frustration – is a result of motivation or drive being blocked to prevent one from
reaching a desired goal.

APPROACHES TO STRESS MANAGEMENT:

Biofeedback – worker undergo medical guidance and learn from instrument feedback
to influence symptoms of stress.

Sabbatical leaves – are provisions to workers of paid or unpaid time from work to
encourage stress relief and personal education for development.

Counseling – is the discussion of a problem that prevents a worker from doing his job
efficiently.
 CHAPTER 4. ETHICAL BEHAVIOR

Ethics is the study of man as moral being, one who is rationally able to
distinguish between right and wrong. It examines how man is accountable for his
actions and his consequences. It proposes how man ought to live his life – meaningfully.
Ethics is concerned with morality, the quality which makes an act good or evil, correct or
wrong. Ethics examines and explains the rational basis why actions are moral or
immoral thus it is concerned with the norms of human behavior.

Ethics is a set of moral principles or values that govern the conduct of an

individual or a group. What is lawful conduct is not always ethical conduct.

Could ethics be measured? No. What is considered ethical by one person may
not be by another.

5 Major Areas of Ethics

1. Ethical fundamentalism – what a person looks to an outside source for ethical

rules or commands (Bible, Koran). It does not permit people to determine right
and wrong for themselves.

Code of Ethics – these is an established ethical principles for every employees.

2. Utilitarianism (Jeremy Bentham) – it dictates that people must choose the

action or follow the rule that provides the greatest good to society.

3. Kantian Ethics or Deontology (Immanuel Kant) – a moral theory that says people
owe moral duties that are based on universal rules (Do unto others as what would have
them do unto you).

Deontology is based on principles:

consistency – all cases are treated alike with no exceptions.
Reversibility – the actor must abide by the rule he uses to judge the morality of
someone else’s conduct.
- so if you apply deceptive practices in your business then it is right for
competitors to do so.

4. Rawl’s Social Justice Theory - a moral theory that says each person is
presumed to have entered into a social contract with all others in society to
obey moral rules that are necessary for people to live in peace and harmony.
4 Distributive Justice Theory – the principle of justice should be chosen by persons
who do not yet know their station in society; thus, their “veil ignorance” would permit the
fairest possible principles to be selected.

5.Ethical Relativism – it holds that individuals must decide what is ethical based on
their own feelings of what is right or wrong.

E.g. committing fraud – if you think that is ethical then that is ethical.

Ethical Theories:

The inquiry on the ultimate purpose of human life is a central theme of ethics
which include some theories, namely:

1. Hidonism is based on the teachings of Epicurus who regards pleasure as the

ultimate good of man. According to him, pain is an evil to be avoided. And because
some pleasures may also cause pain, one must be choosy about his pleasure.
Contrary to the popular notion, Epicurus does not recommend indulgence in sensual
pleasures. But the word “hedonist” is a descriptive of a pleasure-seeking individual,
“a low-life”.

2. Aristotelianism proclaims the supremacy of reason over man’s lower appetites.

Thus, the highest good of man is the contemplation of divine truths. The reasonable
life is that which is in accordance with temperance, nothing by excess and nothing
by defect: Golden Mean.

3. Thomism is based on the teachings of St. Thomas Aquinas. It holds that the
ultimate purpose of man consists in the Beatific Vision of God which is possible only
in the next life and only with the aid of supernatural grace.
4. Utilitarianism defines pleasures as that which gives the greatest happiness for the
greatest number of people.

5. Evolutionism laments the inadequacy of reason to guide man in the complexities of

life. The attainment of personal fulfillment which is the ultimate purpose of one’s life
depends largely on one’s faith and personal conviction.
PROFESSIONAL IMAGE

Office professionals need to project a professional image thus “to be successful,

look successful” especially in business environment.

Factors Determine Professional Image:

1. Clothing
A clothing expert writes: “when you step into a room, even though no one that room
knows you or has seen you before, they will make ten decisions about you based solely
on your appearance.”
First impressions are largely visual.
Clothes will not compensate for weak credential or poor work habits but if you are neat
in appearance, you can open doors for better career opportunities.
Mix & match to create combinations, all well-coordinated accessories to project
appropriately and tastefully dressed picture.

2. Grooming
a well-groomed appearance reflects an image of success
and an aura of self-confidence.
Begins with personal hygiene, cleanliness, care of hair, skin, hands and make-up.
Concern for the details of one’s personal appearance can indicate carefulness about
work-related duties.

3. Posture and Poise

An expensive dress can look shabby on slouching or slumping figure.
Smooth and graceful movements even communicate fine mental ability and good
attitude.
A poised person overcomes tension and nervousness, exudes a peaceful spirit despite
pressure.

Poise – ability to appear calm, confident, cool, relaxed and composed even when
inwardly you are struggling at some difficult situation or person. - denotes
ease and dignity of manner.

4. Speech – the quality of your voice has an impact on your personality.

Refinement and good breeding is reflected on the kind of language you use.
Foul or gutter, slang language: destroys your professional image Use a
vocabulary that demonstrate wise and precise use of language.
Personal Attributes (soft skills) cannot be defined nor measured by could be
projected to clients.

Some professionals stand out from others as special that is because your personal
attributes set you apart and make you different from others.

Professional Attribute - refers to a devoted attention to the job so that it is

performed as completely, efficiently, and cheerfully as possible.
excellent team worker; pleasant & cooperative, enthusiastic and interested in the work.
Avoids complaining, not moody but tries to be agreeable most of the time.
Accepts, suggestions and supervision well; complies with office rules and regulations.

Ethical Behavior – possesses the strength of character to do what is right regardless of

the outcomes.
Refuses to engage in office politics but holds on to one’s value system.
Strictly observes office hours; does not watch the clock & disappear frequently.
Accepts responsibilities; not attempting to pass the blame to others for errors or
shortcomings.
Maintains honesty and integrity; respect the privacy of others.

Loyalty
Understands and defends the objectives of management.
Keeps company affairs to himself not discussing with others to discredit the executive or
company.
Supports the executive’s ideas, decisions, projects/programs.

Trustworthy – handles sensitive information and keeps silent on confidential

information.
Committed to quality work on all occasions.
Willing to exert extra effort or make personal sacrifices when needed.

Flexibility – turns out good work under unusual circumstances or in new environment.
Responds to sudden changes in instructions.
Tackles jobs that have been done before; shows alertness and intelligence
Learns job requirements quickly.

Self-Esteem – has a strong belief in one self, one’s competence & one’s worth.
Radiates inner peace; displays confidence
Acts decisively in pressure situations; highly motivated to improve job performance

Not defensive, critical or uncooperative; has excellent ability to concentrate on

intellectual endeavor.
Focuses more on accomplishments rather than on failures.
Tact and Diplomacy – possesses a sensitive perception of the right thing to
do. Listens, acts & speaks in a manner appropriate to the situation Avoid
upsetting others due to careless or offending words.
Emphasize the positive rather than negative traits of others.
Suggests rather than command; requests rather than demand.

HUMAN RELATIONS SKILLS

Human Relations – is the art of getting along with different kinds of people, during
which an atmosphere of trust and confidence is created.
Public or Business Relations – is the objective of the company to build goodwill
towards its customers and clients thereby creating a good image of the
company in the business world.
PUBLIC RELATION – is the technique of inducing the public to have understanding for
and goodwill
toward a person, firm or institution.

Factors Affecting PR:

What employees are saying about the company.

What customers are saying about the company.
The company’s role in the community.

The Art of HR:

Good public relations begins with god internal relations (people within the company).
People in an office should work together in harmony and in a friendly atmosphere of
“one big happy family.”

Ability to get along well with people and to make favorable impressions on them.

Secret of adjusting oneself to others: “Treat others as you would like to be treated by
them.”

It is not only liking people that matters but really an understanding of people that counts.
cater individual differences: make allowances for people of
different temperament/disposition.

Learning to cultivate the friendship of many persons of all types.

own personality grow in proportion to the variety of experience you have in contact with
many other people.
 How To Develop Good Human Relations at Work:

Greet people warmly – need to greet before getting down to business.

Greeting – is a welcome gesture of friendly disposition.

Deal with others tactfully

Tact – is a nice discernment of what is appropriate to do or say in dealing with
others without giving offense.

Use persuasion instead of argument

better to urge than to argue;

Persuade – is an appeal not to threat so you make him do it of his own free will.

Recognize authority recognize various shade of authority and know who is

supposed to give you orders.
as a beginner, almost everyone give you instructions. The manner you accept
instructions, corrections and even criticisms may be a determining factor in your
progress.

Learn to love your work and be satisfied with it.

Need to consult your boss for advice when someone else gives her an assignment.
Respect all in authority

Be friendly but not too personal

A genuine friendship is an office contributes a pleasant atmosphere & harmonious
working condition.

Be considerate of other people’s feeling; don’t bore or embarrass others with long
recitals of your personal troubles and achievements.
Avoid serious personal relationship with your boss especially if he is a married man.

Use names and titles appropriately

Addressing other by first name is acceptable when dealing with same age and rank
within the department.
Superiors in the office or outside company: Mr, Miss, Sir or Ma’am
Be deserving of respect
Respect yourself first (behavior, manner of dressing, talking & dealing with other) to
gain respect from others.

Be thoughtful
Please, thank you - samples of little touches of courtesy and high regard for others.
Little things mean a lot – anniversary cards, birthday, greetings, message of sympathy
and greet personally.
A helping hand or thoughtful gestures, far more effective than words, that you are a
considerate person.
Help new employees. Welcome and help new employees

Be a team player
Assist in everyway to attain company’s objectives
Do your best in everything you do; do your full share; be cooperative at all times
Recognize the importance of others. Practice the golden rule. Practice office
etiquette

Ten Commandments of HR:

1. Speak to people – cheerful word of greeting.

2. Smile at people – 65 muscles used to frown; 15 only when smiling
3. Call people by name – the sweetest music to anyone’s ears is the sound of his
name.
4. Be friendly and helpful
5. Be cordial – speak and act with genuine pleasure
6. Be genuinely interested in people – you can like everybody if you try.
7. Be generous with praise; cautious with criticism.
8. Be considerate with the feelings of others.
9. Be thoughtful of the opinion of others.
10. Be alert to give service. What counts most in life “is what we do for others.”
Employer-Employee Relationship

1. An employee should be friendly but respectful to his employer.

2. Avoid calling your employer by his first name.
3. Avoid personal jokes or wise remarks
4. Look for your employer’s good points and understand his weaknesses.
5. Don’t argue with your employer.
6. Be loyal to your employer. Praise if it is needed. Don’t say anything bad.
7. Employee should treat their employers with respect and not with fear.
8. Employers are expected to treat their employees with
respect, courtesy and consideration.
9. Employees should respect the chain of command.
10. Employees should always be willing to accept responsibilities. If you do not know
how to do the job, ask questions.
11. Always do your best in everything you do.
12. Always strive to improve on the job.
13. Be willing to admit your mistakes and learn from it.
14. When more works are assigned to you, do not complain.
15. Avoid serious personal relationship with married people in your office.