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Columbia 2008 - Professionalism
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Columbia 2008 - Professionalism

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    Columbia 2008 - Professionalism Columbia 2008 - Professionalism Presentation Transcript

    • Professionalism Managing, Communicating & Servicing by Andrea M. Lewis http://www.thelightbulbs.com
    • Welcome & Introductions http://www.thelightbulbs.com
      • About Me
      • About You
    •  
    • Welcome & Introductions http://www.thelightbulbs.com
      • About Me
      • About You ?
    • Conduct of a Manager http://www.thelightbulbs.com
      • My Worst Experience
      • My Best Experience
      • Professional Priorities
      • Personal Priorities
    •  
    • Conduct of a Manager http://www.thelightbulbs.com
      • My Worst Experience
      • My Best Experience
      • Professional Priorities
      • Personal Priorities
    • Conduct of a Manager http://www.thelightbulbs.com
      • My Worst Experience
      • My Best Experience
      • Professional Priorities
      • Personal Priorities
    • Conduct of a Manager http://www.thelightbulbs.com
      • My Worst Experience
      • My Best Experience
      • Professional Priorities
      • Personal Priorities
    • http://www.thelightbulbs.com Professional Priorities Personal Priorities Employees Managers Keeping Job Energy Budget Time Advancement Brand Income Environment Stability
    • Conduct of a Manager http://www.thelightbulbs.com
      • Lifecycle of Employment (HR)
      • Hiring
      • Managing
      • Firing
    • Communication Techniques Written http://www.thelightbulbs.com
      • Formal Letters
      • Email
      • Notes/Posters around the Office
      • Text
    • Communication Techniques Written http://www.thelightbulbs.com One Rule “ Never put anger in writing”
    • Communication Techniques Written vs. Oral http://www.thelightbulbs.com Written = Passive? Oral = Aggressive? Tone of Voice + Word Choice
    • Communication Techniques Oral http://www.thelightbulbs.com One Question When is it OK to lose your cool?
    • Daily Virtues of a Manager Patience Fairness Humility Gratitude Am I being … ?
    • Communication Techniques Oral http://www.thelightbulbs.com Face-to-Face confrontations are always more difficult than we imagine. The best perspective is one of empathy .
    • Customer Service http://www.thelightbulbs.com “ The customer is always right!” + The “good tipper” scenario
    •  
    • Customer Service http://www.thelightbulbs.com Support Your Employees In a dispute, consider whether customers have treated them with the appropriate respect.
    • Customer Service http://www.thelightbulbs.com Who Is the Customer? Everyone! Brand = Patrons, Vendors, & Peers
    • Customer Service http://www.thelightbulbs.com It is OK to Apologize Don’t be condescending. Do be honest .
    • Thank You Very Much http://www.thelightbulbs.com Questions? Discussion Follow-up