The document discusses the importance of maintaining a professional image at work. It covers characteristics like having a positive attitude, strong work ethic, and understanding of business etiquette. Specific topics include dressing professionally, making good first impressions by smiling and having good posture, networking, and properly conducting introductions and following etiquette at meals or internationally. Maintaining these professional standards is key to getting and keeping a job.

1. CHAPTER 2
SLIDE 1
CHAPTER
2 Your Professional Image
1 Characteristics of a Professional
2 Your Professional Look
3 Understanding Business Etiquette
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

2. CHAPTER 2
SLIDE 2
Your Professional Image
 The impressions you make on others
 Your attitude toward your work and coworkers
 Your work ethic
 Professional dress
 Familiarity with business etiquette
Your ability to get a job, keep a job, and advance in
your career will hinge on your professional image.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

3. CHAPTER 2
SLIDE 3
First Impressions
 Be on time or early.
 Be comfortable and confident with your skills
and abilities.
 Dress professionally.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

4. CHAPTER 2
SLIDE 4
First Impressions
 Smile.
 Be conscious of body
language.
 Be positive.
 Be courteous.
Maridav/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

5. CHAPTER 2
SLIDE 5
Positive Attitude
 Your attitude comes through in everything
you do.
 You can control it.
 A positive attitude can help you
● Get jobs
● Be offered important responsibilities
● Gain promotions
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

6. CHAPTER 2
SLIDE 6
Work Ethic
 A set of values based on the merits of hard
work and diligence
 A belief in the benefit of work and its ability to
build a person’s character
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

7. CHAPTER 2
SLIDE 7
People with a strong work ethic …
 Arrive at work on time
 Stay until their shift is over
 Meet all deadlines
 Show integrity and trustworthiness
 Follow rules and procedures
 Make productive use of work time
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

8. CHAPTER 2
SLIDE 8
Professional Skills
 Communication
 Interpersonal relations
 Time management
 Critical thinking
 Decision making
 Creative thinking
Dmitriy Shironosov/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

9. CHAPTER 2
SLIDE 9
Professional Skills
 Teamwork
 Technology
 Leadership
 Stress management
 Problem solving
 Customer focus
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

10. CHAPTER 2
SLIDE 10
Work Characteristics
 Your workspace
 Your desk
 Your daily work Digital Vision/Getty Images
● Pay attention to detail.
● Strive for accuracy.
● Acknowledge mistakes.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

11. CHAPTER 2
SLIDE 11
Professional Organizations
 Offer certification programs and seminars
 Provide helpful information
● Websites
● Newsletters and articles
 Examples
● International Association of Administrative
Professionals
● ARMA International
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

12. CHAPTER 2
SLIDE 12
Business Networking
 An accepted part of everyday business
 People network …
● By telephone
● At professional conferences
● In company settings
● Online (LinkedIn, BranchOut)
● Just about anywhere
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

13. CHAPTER 2
SLIDE 13
Your Professional Look
 Dressing the part
● Professional business
attire
● Business casual attire
● Other dress
considerations
 Appearance
 Jewelry Yuri Arcurs/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

14. CHAPTER 2
SLIDE 14
General Courtesy and Manners
 Treat others as you would like to be treated.
 Thank people for their help.
 Apologize for mistakes.
 Greet people appropriately.
● A polite “hello” shows good manners.
● “How are you?” shows interest.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

15. CHAPTER 2
SLIDE 15
Dining and Restaurant Etiquette
 Business discussions take place after the
meal is over.
 Hosting a business meal
 Attending a business meal
 Using good table manners
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

16. CHAPTER 2
SLIDE 16
International Customs and Etiquette
 Dining etiquette varies by culture.
 Professional dress is usually conservative.
 Research both.
 Other international issues
• Gifts • Greetings
• Holidays • Time
• Business hours • Body language
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

17. CHAPTER 2
SLIDE 17
Making Introductions
 Name the most important person first.
 Say each person’s name clearly.
 Use titles when appropriate.
 Add interesting information.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

18. CHAPTER 2
SLIDE 18
Being Introduced
 Stand and greet the other person.
 State your name and position.
 Smile and establish eye contact.
 Shake hands firmly.
 Repeat the person’s name.
 Have a conversation.
 Tell the person you enjoyed meeting.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

19. CHAPTER 2
SLIDE 19
Introducing Yourself
 Stand.
 Smile and establish eye contact.
 Greet the other person.
 State your name and position.
 Shake hands firmly.
 Repeat the person’s name.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

20. CHAPTER 2
SLIDE 20
Greeting Visitors
 Greet the person graciously.
 Learn and use the person’s name.
 Determine the purpose of unscheduled visits.
 Be pleasant to difficult visitors.
 Handle interruptions well.
 Manage angry or upset visitors appropriately.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

21. CHAPTER 2
SLIDE 21
Telephone Skills and Etiquette
 In an office, calls may be overheard.
 Be mindful of
● The volume and tone of your voice
● The language you use
● The content of your phone calls
 Avoid or limit personal calls while working.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e