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  1. 1. Professionalism Developed for Development of UV&S customer service based employees 12/2009
  2. 2. What makes you professional?
  3. 3. What makes you professional <ul><li>More than how you dress </li></ul><ul><li>More than skills you have </li></ul><ul><li>Professionalism is defined as character strengths and values directed toward high quality service to others through your work. </li></ul><ul><li>Professionals show sound judgment, know-how, business savvy, mature responsibility, problem solving, ingenuity, and “class” </li></ul><ul><li>Any honest work can be done with professionalism </li></ul>
  4. 4. Qualities of a Professional <ul><li>Self-respect in their work…quality of work reflects your inner character </li></ul><ul><li>Both task oriented and people oriented </li></ul><ul><li>Respect others’ rights and experiences </li></ul><ul><li>Problems are a challenge or opportunity </li></ul><ul><li>Dislike for gossip or uninformed opinions </li></ul>
  5. 5. Qualities of a Professional <ul><li>Make efficient use of resources </li></ul><ul><li>Keep work and personal separated </li></ul><ul><li>Demonstrate same qualities on and off the job </li></ul><ul><li>Usually these qualities are built from childhood on, thus from a young age one can present themselves professionally </li></ul>
  6. 6. Overview <ul><li>Behaviors that create a negative impression </li></ul><ul><li>How to correct behaviors </li></ul><ul><li>Common business etiquette practices </li></ul><ul><li>Ideas to enhance your personal level of professionalism </li></ul>
  7. 7. Behaviors Causing A Negative Impression <ul><li>Negative attitude – dressing or behaving badly </li></ul><ul><li>Unprofessional body language – chewing gum, yawning with mouth open </li></ul><ul><li>Bodily functions – gas, burping, coughing, sneezing, etc </li></ul><ul><li>Excessive fragrance </li></ul><ul><li>Poor hygiene – fingernails, breath, clothes, hair/makeup </li></ul><ul><li>Poor grammar or language skills – vocabulary </li></ul><ul><li>Not using “PC” phrases or wording </li></ul>
  8. 8. Correcting Behaviors <ul><li>Make conscious decisions daily that you are going to change past behaviors </li></ul><ul><li>You are not changing who you are, you are changing how you present yourself </li></ul><ul><li>Negative attitude </li></ul><ul><ul><li>People do notice when you act or dress badly </li></ul></ul><ul><ul><li>Attitude colors everything you do </li></ul></ul><ul><ul><li>People notice the way you treat those around you </li></ul></ul>
  9. 9. Correcting Behaviors <ul><li>Body Language </li></ul><ul><ul><li>Best to keep gum to time by yourself or away from customers at least </li></ul></ul><ul><ul><li>Cover your mouth when you yawn, no one wants to see your molars </li></ul></ul><ul><li>Bodily functions </li></ul><ul><ul><li>If someone has gas, ignore it. If you have gas, try to leave the area </li></ul></ul><ul><ul><li>If someone burps, ignore it. If you must burp, try to leave the area or keep it in, always excusing yourself </li></ul></ul><ul><ul><li>When coughing or sneezing, do so into a tissue if at all possible </li></ul></ul>
  10. 10. Correcting Behaviors <ul><li>Excessive Fragrance </li></ul><ul><ul><li>Too much fragrance is distracting and may aggravate allergies </li></ul></ul><ul><ul><li>Be clean and fresh, but people should only smell your fragrance if they are hugging you </li></ul></ul><ul><li>Poor Hygiene </li></ul><ul><ul><li>Fingernails should be trimmed and clean, kept at a reasonable length </li></ul></ul><ul><ul><li>Use a mint if your breath is not fresh </li></ul></ul><ul><ul><li>Be sure your clothes are clean and fitting to the occasion, consider tucked in shirt, belt, polishing shoes </li></ul></ul><ul><ul><li>Hair/Makeup should be quickly checked </li></ul></ul>
  11. 11. Common Business Etiquette <ul><li>Listen to others attentively, speak only when the other party is finished </li></ul><ul><li>Keep tone low and polite </li></ul><ul><li>Keep conversations short, to the point, and focused around the topic you are meeting for. Don’t get personal. </li></ul><ul><li>Maintain calm even when someone upsets you </li></ul>
  12. 12. Common Business Etiquette <ul><li>When being introduced, shake hands or nod your head </li></ul><ul><li>Stand up to meet customers or senior managers </li></ul><ul><li>Switch cell phone to off or silent mode </li></ul><ul><li>Avoid fidgeting with objects, clothing </li></ul><ul><li>Avoid gesturing with objects in your grasp </li></ul>
  13. 13. Enhancing Your Professionalism <ul><li>Find a job you enjoy and work to be an expert in your field </li></ul><ul><li>Determine what ‘real success’ means to you and work toward that </li></ul><ul><li>Work in such a way that makes your boss look good </li></ul><ul><li>Dress up a notch </li></ul><ul><li>Focus on your personal integrity </li></ul>
  14. 14. Enhancing Your Professionalism <ul><li>Mind your own business, don’t snoop at others desks or computers </li></ul><ul><li>Don’t talk negatively about others behind their backs </li></ul><ul><li>Meet deadlines or ask for one extension, meeting that no matter what </li></ul><ul><li>Don’t use foul language, people lose respect for you if you do </li></ul><ul><li>Take care of the company’s resources </li></ul>
  15. 15. Closing Thoughts <ul><li>Professionalism goes beyond how you look, it is defined as character strengths and values directed toward high quality service to others through your work. </li></ul><ul><li>No matter where you go, keep in mind that you represent both yourself and your company. Even when you are not working, people still get a feel for our company based off their impression of you. </li></ul>
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