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EDUCATION AND TRAINING SERVICES SECTIONEDUCATION AND TRAINING SERVICES SECTIONGEORGIA DEPARTMENT OF HUMAN SERVICES

DIVISION OF FAMILY AND CHILDREN SERVICES

Staff Development *******************Professionalism

Developed For:Developed For:Georgia Division of Family and Children Services

Education and Training Services SectionCurriculum Developer: Denise Wells

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PROFESSIONALISM: ObjectivesMODULE 1

At the end of this session, you will be able to:

• Distinguish appropriate attire & grooming.

• Recognize and identify desirable personal qualities required in an office.

• List habits for conducting business while maintaining customer privacy.

p. 1 of 18 - PROFESSIONALISM

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PROFESSIONALISM Lesson 1: AppearanceThe first step inshowing professionalism is appearance. We onlyhave one opportunity to make a good firstimpression.

Most offices requireeither business or casualattire.

It is important to ALWAYSadhere to agency policyregarding attire.

Source: Microsoft Clip Art Gallery


Business Business Casual

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PROFESSIONALISM Lesson 1: Appearance

Keep in mind that if youwork in an office, thefollowing items are NEVERappropriate for work:

• Tank or halter tops • Midriffs• Muscle shirts• Items with profane or

obscene wording.

Click on each item to your right to learnAbout acceptable options for both male andFemale business and casual styles. Source: Microsoft Clip Art Gallery


Business Business Casual

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PROFESSIONALISMLesson 2: Personal Qualities

There are three personal qualities needed inany office setting:

• Attitude

• Knowledge

• Willingness to Help


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AttitudeBottom line, if you desire positive results youmust give positive input.

Negative input will ensure negative results andnegative feedback from others.

Remember that someone with a negativeattitude affects the whole team. Likewise, someone with a positive attitude can help toeventually remove negative behaviors.


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Attitude

A bad attitude, is, without reservation, themost detracting of all interpersonal traits!

- Earl NightingaleTake a moment to complete this brief exerciseto determine whether you are a positive or negative person.

Launch Positive or Negative Attitude ExerciseSource: Developed 2008 for Mind Tools Ltd.


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Knowledge

Knowledgeable staff create a winning situation for all involved because they ensure the following:

• Faster service times• Efficient handling of cases• Accurate solutions• Timely processing and reviews


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Willingness to Help

Employees who show a consistent willingness to help others are seen as more:

• Trustworthy• Worthy of promotion• Committed to the team• Dedicated to enhancing the team performance


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PROFESSIONALISMLesson 3: Privacy

Because of the nature of the work we do, weare often responsible for handling a client’spersonal information.

It is vital for both the client and agency thatmaximum efforts are used to safeguard all personal information received.


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Key Areas Related to Privacy for the Client:

• Social Security Information

• Sensitive Documents

• Data Entry Screens


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Social Security Information

When handling client Social Security information, it is most important that special care be taken to keep this information confidential and out of sight.

Identity theft is a huge concern and our staff have to take due diligence to protect clients from infringement.


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Sensitive Documents

Protect clients from identity theft and other violations by shredding sensitive documents they have submitted such as receipts, bills, credit card information, etc.


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Data Entry Screens

Be mindful of other clients gaining access to information you are entering into a computer. Be sure to activate a screen saver if you must step away from your terminal for any reason.


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Key Areas Related to Personal Privacy:

• Personal Calls

• Email & Computer Monitoring

• Secure Web sites

• Passwords


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Personal Calls

Keep in mind that there is very little privacy at work.

The best way to ensure private telephone calls at work is by using your personal cellular phone. (Keep personal calls to a minimum, though).

Assume that calls made using agency phone lines are being monitored.


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Email & Computer Monitoring

Employers have complete access to all emails and computers files. Think of them as a permanent paper trail.

Some employers even use computer software that allows them to track internet usage and emails, view files stored on terminals or hard disks and even show what you are currently working on. Always assume your work is being monitored.


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Secure Web sites

There are things you can do to protect yourself and the agency when going online.

Have the Information Technology (IT) departmentinstall malware protection on your system.

Also, visit secure sites. You will know that a site is secure if you see https:// in the address bar rather than simply http:// when you are web surfing.


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Passwords

When creating a password, choose a long, but memorable one. Make sure it is easy for your to remember but difficult for someone else to guess.

Remember that no one will ever contact you to ask for your password or pin numbers. Should you receive any such requests, always ignore them.


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PROFESSIONALISM: END

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