Professionalism   Managing, Communicating & Servicing by Andrea M. Lewis http://www.thelightbulbs.com
Welcome & Introductions http://www.thelightbulbs.com <ul><li>About Me </li></ul><ul><li>About You </li></ul>
 
Welcome & Introductions http://www.thelightbulbs.com <ul><li>About Me </li></ul><ul><li>About You ? </li></ul>
Conduct of a Manager http://www.thelightbulbs.com <ul><li>My Worst Experience </li></ul><ul><li>My Best Experience </li></...
 
Conduct of a Manager http://www.thelightbulbs.com <ul><li>My Worst Experience </li></ul><ul><li>My Best Experience </li></...
Conduct of a Manager http://www.thelightbulbs.com <ul><li>My Worst Experience </li></ul><ul><li>My Best Experience </li></...
Conduct of a Manager http://www.thelightbulbs.com <ul><li>My Worst Experience </li></ul><ul><li>My Best Experience </li></...
http://www.thelightbulbs.com Professional Priorities Personal Priorities Employees Managers Keeping Job Energy Budget Time...
Conduct of a Manager http://www.thelightbulbs.com <ul><li>Lifecycle of Employment (HR) </li></ul><ul><li>Hiring </li></ul>...
Communication Techniques Written http://www.thelightbulbs.com <ul><li>Formal Letters </li></ul><ul><li>Email </li></ul><ul...
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...
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...
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 treate...
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
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Columbia 2008 - Professionalism

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Columbia 2008 - Professionalism

  1. 1. Professionalism Managing, Communicating & Servicing by Andrea M. Lewis http://www.thelightbulbs.com
  2. 2. Welcome & Introductions http://www.thelightbulbs.com <ul><li>About Me </li></ul><ul><li>About You </li></ul>
  3. 4. Welcome & Introductions http://www.thelightbulbs.com <ul><li>About Me </li></ul><ul><li>About You ? </li></ul>
  4. 5. Conduct of a Manager http://www.thelightbulbs.com <ul><li>My Worst Experience </li></ul><ul><li>My Best Experience </li></ul><ul><li>Professional Priorities </li></ul><ul><li>Personal Priorities </li></ul>
  5. 7. Conduct of a Manager http://www.thelightbulbs.com <ul><li>My Worst Experience </li></ul><ul><li>My Best Experience </li></ul><ul><li>Professional Priorities </li></ul><ul><li>Personal Priorities </li></ul>
  6. 8. Conduct of a Manager http://www.thelightbulbs.com <ul><li>My Worst Experience </li></ul><ul><li>My Best Experience </li></ul><ul><li>Professional Priorities </li></ul><ul><li>Personal Priorities </li></ul>
  7. 9. Conduct of a Manager http://www.thelightbulbs.com <ul><li>My Worst Experience </li></ul><ul><li>My Best Experience </li></ul><ul><li>Professional Priorities </li></ul><ul><li>Personal Priorities </li></ul>
  8. 10. http://www.thelightbulbs.com Professional Priorities Personal Priorities Employees Managers Keeping Job Energy Budget Time Advancement Brand Income Environment Stability
  9. 11. Conduct of a Manager http://www.thelightbulbs.com <ul><li>Lifecycle of Employment (HR) </li></ul><ul><li>Hiring </li></ul><ul><li>Managing </li></ul><ul><li>Firing </li></ul>
  10. 12. Communication Techniques Written http://www.thelightbulbs.com <ul><li>Formal Letters </li></ul><ul><li>Email </li></ul><ul><li>Notes/Posters around the Office </li></ul><ul><li>Text </li></ul>
  11. 13. Communication Techniques Written http://www.thelightbulbs.com One Rule “ Never put anger in writing”
  12. 14. Communication Techniques Written vs. Oral http://www.thelightbulbs.com Written = Passive? Oral = Aggressive? Tone of Voice + Word Choice
  13. 15. Communication Techniques Oral http://www.thelightbulbs.com One Question When is it OK to lose your cool?
  14. 16. Daily Virtues of a Manager Patience Fairness Humility Gratitude Am I being … ?
  15. 17. 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 .
  16. 18. Customer Service http://www.thelightbulbs.com “ The customer is always right!” + The “good tipper” scenario
  17. 20. Customer Service http://www.thelightbulbs.com Support Your Employees In a dispute, consider whether customers have treated them with the appropriate respect.
  18. 21. Customer Service http://www.thelightbulbs.com Who Is the Customer? Everyone! Brand = Patrons, Vendors, & Peers
  19. 22. Customer Service http://www.thelightbulbs.com It is OK to Apologize Don’t be condescending. Do be honest .
  20. 23. Thank You Very Much http://www.thelightbulbs.com Questions? Discussion Follow-up

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