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Columbia 2008 - Professionalism
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Columbia 2008 - Professionalism

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