ESSENTIAL SKILLS PROFILE SWITCHBOARD OPERATOR

Transcription

1 ESSENTIAL SKILLS PROFILE SWITCHBOARD OPERATOR

2 TABLE OF CONTENTS Essential Skills are the skills people need for work, learning and life. Human Resources and Skills Development Canada have identified nine essential skills that are the foundation to success in today s workplace. They provide the foundation for learning all other skills and enable Gaming employees to evolve in their jobs and adapt to workplace change. Without adequate levels of Essential Skills, employees productivity, training and career options in Gaming may be limited. Essential Skills are critical to the Gaming Industry. HIT THE JACKPOT BET ON A CAREER IN GAMING INTRODUCTION 1 READING TEXT 2 USE OF DOCUMENTS 3 WRITING 4 NUMERACY 5 ORAL COMMUNICATION 7 THINKING SKILLS 9 1. Problem Solving 9 2. Decision Making 9 3. Job Task Planning and Organizing 9 4. Significant Use of Memory Finding Information 10 WORKING WITH OTHERS 11 COMPUTER USE 12 CONTINUOUS LEARNING 13 OTHER INFORMATION 14 Physical Aspects 14 Attitudes 14 Future Trends Affecting Essential Skills 14 Notes 14 Canadian Gaming Centre of Excellence

3 SWITCHBOARD OPERATOR INTRODUCTION The most important Essential Skills for Switchboard Operators are: Switchboard Operators answer inquiries, direct all calls received at the Casino and offer support to Customer Services department. Switchboard Operators are also known as: Receptionists Oral Communication Computer Use Thinking Skills (Job Task Planning and Organizing) Canadian Gaming Centre of Excellence 1

4 SWITCHBOARD OPERATOR - READING TEXT A. READING TEXT READING TEXT Refers to reading memos, schedules and procedure manuals. Reading Text is an Essential Skill that all Casino employees Read bulletin boards for memos, job openings, general announcements and training opportunities Read procedure manuals, maintenance manuals and MSD sheets Read casino entertainment and special event information to pass along to customers Tasks Typical Most Complex Reading Profile Type of Text Purpose for Reading To scan for specific information/ To locate information. Examples read labels identifying a variety of internal forms. (1) consult telephone listings. (1) read printed information about the casino in order to pass it on appropriately to staff and to customers calling in. (2) may consult switchboard manual or the manuals that come with new equipment. (2) read daily memos and s from supervisors updating detailed information on procedures, promotions and policies; interpret and pass this information on appropriately. (2) may identify, distribute, and offer help with filling out internal forms. (3) To skim for overall meaning, to get the gist. To read the full text to understand or to learn. Forms >> >> >> Labels >> >> Notes, Letters, Memos Manuals, Specifications, Regulations >> >> >> To read the full text to critique or to evaluate. Reports, Books, Journals Canadian Gaming Centre of Excellence 2

5 SWITCHBOARD OPERATOR - DOCUMENT USE B. USE OF DOCUMENTS DOCUMENT USE Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Document Use is an Essential Skill that all Casino employees Scan flow charts to learn sequencing of simple tasks and processes Complete forms, procedural checklists and end-of-day reports Identify WHMIS and other casino workplace symbols, icons and directional signs Tasks Typical Most Complex Document Use Profile >> read signs, labels or lists. >> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. > read completed forms containing check boxes, numerical entries, phrases, addresses, sentences or texts of a paragraph or more, read tables, schedules, and other table-like text. For example, read work shift schedules. >> create tables, schedules and other table-like text. Examples read signs in the entry area pertaining to special promotions or arrivals. (1) read tables, schedules, and other table-like text. For example, read work shift schedules. (1) consult telephone listings, including pagers, cell phones, and radio contact. (2) follow training checklist for orienting new employees. (2) complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. For example, fill in detailed information on tours visiting the casino, including comments. (2) read and interpret internal forms for others (occasionally). (3) complete tables in a spreadsheet (2) >> enter information on tables, schedules, or other table-like text. Canadian Gaming Centre of Excellence 3

6 SWITCHBOARD OPERATOR - WRITING C. WRITING WRITING Tasks Typical Most Complex 1-2 Examples transmit messages, first writing them by hand and then sending them on by . (2) compose brief (1-2 sentences) memos on routine topics. For example, send an to all, identifying the daily acting manager. (2) Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Document Use is an Essential Skill that all Casino employees Scan flow charts to learn sequencing of simple tasks and processes Complete forms, procedural checklists and end-of-day reports Identify WHMIS and other casino workplace symbols, icons and directional signs Writing Profile Length Texts requiring less than one paragraph of new text Texts rarely requiring more than one paragraph Longer texts Purpose for Writing To organize/ To remember To keep a record/ To document To inform/ To request information >> >> >> >> >> >> > To persuade/ To justify a request To present an analysis or comparison To present an evaluation or critique To entertain Canadian Gaming Centre of Excellence 4

7 SWITCHBOARD OPERATOR - NUMERACY D. NUMERACY Tasks >> Numerical Estimation 1 Examples may estimate time needed to plan the staggered sequence of bus arrivals. NUMERACY Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Numeracy is an Essential Skill that all Casino employees Calculate winnings according to placement of chips, betting odds and values assigned to chips Count cash in opening and closing balances and customer transactions Estimate time required to complete tasks Estimate crowd flow Measure, calculate and use ratios to mix cleaning solutions and compounds Math Skills Profile a. Mathematical Foundations Used Number Concepts: Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. Integers > read and write, count, round off, add or subtract, multiply or divide integers. Canadian Gaming Centre of Excellence 5

8 SWITCHBOARD OPERATOR - NUMERACY (continued) b. How Calculations Are Performed Switchboard Operators make calculations: >> in their head. >> using a computer. c. Measurement Instruments Used Switchboard Operators measure: >> time using a watch or the computer clock to record the time and date of messages sent and received, and for timing breaks. Canadian Gaming Centre of Excellence 6

9 SWITCHBOARD OPERATOR - ORAL COMMUNICATION E. ORAL COMMUNICATION ORAL COMMUNICATION Refers to talking to exchange information. (explaining Gaming rules and Casino information to customers. Oral Communication is an Essential Skill that all Casino employees Educate customers about responsible gaming and ensuring anyone who is having difficulty gets the assistance that they need Explain casino information, services, gaming products and gaming rules to customers Ask questions to clarify job tasks and expectations Speak respectfully to customers and co-workers when dealing with complex issues or resolving conflicts Tasks Typical Most Complex Modes of Communication Used: Switchboard Operators communicate: >> in person >> using the telephone. > using a two-way radio, cell phone or pager. >> using specialized communication signals, e.g., telephone and radio switchboard. Mouthing requests or using hand signals while dealing with calls. Environmental Factors Impacting Communication: Examples inform call-in customers or staff about casino events. (1) offer information on casino promotions, bingos, entertainment, etc. to guests by phone. (1) are constantly in touch with supervisors and managers concerning changes and are ready to relay information to staff. (2) deal with guest complaints or requests by phone, or refer guests to appropriate supervisor. (2) may greet or give information to small groups (bus tours). (2) Noise levels increase when dealing with large numbers of guests at a time Canadian Gaming Centre of Excellence 7

10 SWITCHBOARD OPERATOR - ORAL COMMUNICATION (continued) Oral Communication Profile Purpose for Oral Communication Type To greet To take messages To provide/ receive information, explanation, direction To seek, obtain information To co ordinate work with that of others To reassure, comfort To discuss (exchange information, opinions) To persuade To facilitate, animate To instruct, instil understanding, knowledge To negotiate, resolve conflict To entertain Listening (little or no interaction) Speaking (little or no interaction) >> >> >> >> >> Interact with co-workers >> >> >> >> >> > Interact with those you supervise or direct Interact with supervisor/ manager >> >> >> Interact with customers/ clients/ public Interact with suppliers, servicers Participate in group discussion Present information to a small group Present information to a large group >> >> > > > Canadian Gaming Centre of Excellence 8

11 SWITCHBOARD OPERATOR - THINKING SKILLS F. THINKING SKILLS 1. Problem Solving THINKING SKILLS Refers to the process of evaluating ideas or information to reach a rational decision. Thinking Skills includes problem solving, decision making, job task planning and organizing, significant use of memory and finding information from text, people and computerized databases. Thinking Skills are Essential Skills that all Casino employees Assess a situation and react appropriately Evaluate if currency seems suspicious Prioritize the order in which tasks are completed by considering deadlines and resources Tasks Typical Most Complex 2. Decision Making Tasks Typical Most Complex Job Task Planning and Organizing Examples seek to avoid the situation where guests are passed from one department to another by responding themselves or getting the appropriate person on the line to explain the situation. (2) Examples decide when to appeal to supervisors or managers for their intervention. Make decisions on the urgency of calls, whether to interrupt a meeting or not. (2) decide the priority sequence of incoming calls. (1) estimate when to replenish stock of forms and other office supplies. (1) Description deal with everyone from management to customers on a daily basis. handle several telephone lines, including outside information lines, control access to the reception area, deliver messages, and lip-read or decode hand signals as needed. Prioritizing is necessary. Multi-tasking is a way of life. seek ways to organize data for efficient recovery because it is important to have updated information at their fingertips. For example, by using the computer for updating telephone lists. Canadian Gaming Centre of Excellence 9

12 SWITCHBOARD OPERATOR - THINKING SKILLS (continued) 4. Significant Use of Memory Examples memorize frequently needed numbers in order to deal with calls quickly. memorize current casino and gaming information, such as promotions and entertainment, in order to inform others accurately. Public assumes that Switchboard Operators the first person they encounter will have all the answers. Switchboard Operators try to have as many answers possible. need to know where everything is located. 5 Finding Information 2 Description constantly update and add their stock of information, mainly through memos and distributed by managers and supervisor. They are considered a hub or information centre and so are aware of who to contact when in need of assistance. They are also alert to information that reaches them through other sources. (2) Canadian Gaming Centre of Excellence 10

13 SWITCHBOARD OPERATOR - WORKING WITH OTHERS G. WORKING WITH OTHERS Switchboard Operators form part of the Customer Services team. Participation in Supervisory or Leadership Activities >> participate in informal discussions about work processes or product improvement. >> orient new employees. WORKING WITH OTHERS Refers to employees working together to carry out tasks. Working with Others is an Essential Skill that all Casino employees Co-operatively work with others to exceed casino service standards Coach and mentor new employees Make suggestions on improving teamwork and casino service (break schedules, shift times) Co-operatively work with others to repair casino equipment Canadian Gaming Centre of Excellence 11

14 SWITCHBOARD OPERATOR - COMPUTER USE H. COMPUTER USE Computer Profile COMPUTER USE Refers to the variety and complexity of computer use within the employees position. >> use word processing. For example, to write up signs, memos or brief newsletter entries. >> use good file management to keep ed information readily accessible. >> use a database. For example, to update a list of telephone contact numbers. >> use a spreadsheet. >> use . Computer Use is an Essential Skill that all Casino employees Enter data into various computerized tracking systems and databases Use to communicate with others Use document and spreadsheet software to prepare, edit, manipulate and analyze Information Manage department electronic files Use a variety of electronic devices and resolve basic technical difficulties Canadian Gaming Centre of Excellence 12

15 SWITCHBOARD OPERATOR - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs Learning may be acquired: CONTINUOUS LEARNING >> as part of regular work activity. >> from co-workers. >> through training offered in the workplace. Refers to the ongoing process of acquiring new skills and knowledge and applying them in the workplace. Continuous Learning is an Essential Skill that all Casino employees Identify training opportunities that are available Learn about new casino equipment, products, services and procedures Identify and understand skill strengths and the areas where improvement is needed to become successful in other casino positions Use newly learned skills and knowledge to improve work Canadian Gaming Centre of Excellence 13

16 SWITCHBOARD OPERATOR - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Switchboard Operators also asked about the following topics. Physical Aspects The Switchboard Operators interviewed mentioned these physical aspects of their jobs. Upper limb coordination and finger dexterity is used to keyboard, operate the switchboard, and handle documents. May be expected to lift light loads such as paper supplies. Attitudes Future Trends Affecting Essential Skills The Switchboard Operators interviewed felt that they needed excellent interpersonal skills. They are friendly, approachable, and effective in relaying information to others. They are sensitive to guest and staff needs, and are positive in representing the corporation. They are able to work under pressure and handle multi-tasking. Switchboard Operators are always asking questions and are alert to gather information. No changes foreseen. Notes Throughout this document, the following codes have been used: >>> indicates that most respondents use that skill >> indicates that some respondents use that skill > indicates that few respondents use that skill indicates that none of the respondents use that skill Canadian Gaming Centre of Excellence 14