ProfessionalismProfessionalism

Developed for Development of UV&S customer service based employeesDeveloped for Development of UV&S customer service based employees

12/200912/2009

What makes you professional?What makes you professional?

What makes you professionalWhat makes you professional More than how you dressMore than how you dress More than skills you haveMore than skills you have Professionalism is defined as character Professionalism is defined as character

strengths and values directed toward high strengths and values directed toward high quality service to others through your work.quality service to others through your work.

Professionals show sound judgment, know-how, Professionals show sound judgment, know-how, business savvy, mature responsibility, problem business savvy, mature responsibility, problem solving, ingenuity, and “class” solving, ingenuity, and “class”

Any honest work can be done with Any honest work can be done with professionalismprofessionalism

Qualities of a ProfessionalQualities of a Professional

Self-respect in their work…quality of work Self-respect in their work…quality of work reflects your inner characterreflects your inner character

Both task oriented and people orientedBoth task oriented and people orientedRespect others’ rights and experiencesRespect others’ rights and experiencesProblems are a challenge or opportunityProblems are a challenge or opportunityDislike for gossip or uninformed opinionsDislike for gossip or uninformed opinions

Qualities of a ProfessionalQualities of a Professional

Make efficient use of resourcesMake efficient use of resourcesKeep work and personal separatedKeep work and personal separatedDemonstrate same qualities on and off the Demonstrate same qualities on and off the

jobjobUsually these qualities are built from Usually these qualities are built from

childhood on, thus from a young age one childhood on, thus from a young age one can present themselves professionallycan present themselves professionally

OverviewOverview

Behaviors that create a negative Behaviors that create a negative impressionimpression

How to correct behaviors How to correct behaviors Common business etiquette practices Common business etiquette practices Ideas to enhance your personal level of Ideas to enhance your personal level of

professionalismprofessionalism

Behaviors Causing A Negative Behaviors Causing A Negative ImpressionImpression

Negative attitude – dressing or behaving badlyNegative attitude – dressing or behaving badly Unprofessional body language – chewing gum, Unprofessional body language – chewing gum,

yawning with mouth openyawning with mouth open Bodily functions – gas, burping, coughing, Bodily functions – gas, burping, coughing,

sneezing, etcsneezing, etc Excessive fragranceExcessive fragrance Poor hygiene – fingernails, breath, clothes, Poor hygiene – fingernails, breath, clothes,

hair/makeuphair/makeup Poor grammar or language skills – vocabularyPoor grammar or language skills – vocabulary Not using “PC” phrases or wordingNot using “PC” phrases or wording

Correcting BehaviorsCorrecting Behaviors

Make conscious decisions daily that you Make conscious decisions daily that you are going to change past behaviorsare going to change past behaviors

You are not changing who you are, you You are not changing who you are, you are changing how you present yourselfare changing how you present yourself

Negative attitudeNegative attitudePeople do notice when you act or dress badlyPeople do notice when you act or dress badlyAttitude colors everything you doAttitude colors everything you doPeople notice the way you treat those around People notice the way you treat those around

youyou

Correcting BehaviorsCorrecting Behaviors Body LanguageBody Language

Best to keep gum to time by yourself or away from Best to keep gum to time by yourself or away from customers at leastcustomers at least

Cover your mouth when you yawn, no one wants to Cover your mouth when you yawn, no one wants to see your molarssee your molars

Bodily functionsBodily functions If someone has gas, ignore it. If you have gas, try to If someone has gas, ignore it. If you have gas, try to

leave the arealeave the area If someone burps, ignore it. If you must burp, try to If someone burps, ignore it. If you must burp, try to

leave the area or keep it in, always excusing yourselfleave the area or keep it in, always excusing yourself When coughing or sneezing, do so into a tissue if at When coughing or sneezing, do so into a tissue if at

all possibleall possible

Correcting BehaviorsCorrecting Behaviors Excessive FragranceExcessive Fragrance

Too much fragrance is distracting and may aggravate Too much fragrance is distracting and may aggravate allergiesallergies

Be clean and fresh, but people should only smell your Be clean and fresh, but people should only smell your fragrance if they are hugging youfragrance if they are hugging you

Poor HygienePoor Hygiene Fingernails should be trimmed and clean, kept at a Fingernails should be trimmed and clean, kept at a

reasonable lengthreasonable length Use a mint if your breath is not freshUse a mint if your breath is not fresh Be sure your clothes are clean and fitting to the Be sure your clothes are clean and fitting to the

occasion, consider tucked in shirt, belt, polishing occasion, consider tucked in shirt, belt, polishing shoesshoes

Hair/Makeup should be quickly checkedHair/Makeup should be quickly checked

Common Business Etiquette Common Business Etiquette

Listen to others attentively, speak only Listen to others attentively, speak only when the other party is finishedwhen the other party is finished

Keep tone low and politeKeep tone low and politeKeep conversations short, to the point, Keep conversations short, to the point,

and focused around the topic you are and focused around the topic you are meeting for. Don’t get personal.meeting for. Don’t get personal.

Maintain calm even when someone upsets Maintain calm even when someone upsets youyou

Common Business EtiquetteCommon Business Etiquette

When being introduced, shake hands or When being introduced, shake hands or nod your headnod your head

Stand up to meet customers or senior Stand up to meet customers or senior managersmanagers

Switch cell phone to off or silent modeSwitch cell phone to off or silent modeAvoid fidgeting with objects, clothingAvoid fidgeting with objects, clothingAvoid gesturing with objects in your graspAvoid gesturing with objects in your grasp

Enhancing Your ProfessionalismEnhancing Your Professionalism

Find a job you enjoy and work to be an Find a job you enjoy and work to be an expert in your fieldexpert in your field

Determine what ‘real success’ means to Determine what ‘real success’ means to you and work toward that you and work toward that

Work in such a way that makes your boss Work in such a way that makes your boss look goodlook good

Dress up a notchDress up a notchFocus on your personal integrityFocus on your personal integrity

Enhancing Your ProfessionalismEnhancing Your Professionalism

Mind your own business, don’t snoop at Mind your own business, don’t snoop at others desks or computersothers desks or computers

Don’t talk negatively about others behind Don’t talk negatively about others behind their backstheir backs

Meet deadlines or ask for one extension, Meet deadlines or ask for one extension, meeting that no matter whatmeeting that no matter what

Don’t use foul language, people lose Don’t use foul language, people lose respect for you if you dorespect for you if you do

Take care of the company’s resourcesTake care of the company’s resources

Closing ThoughtsClosing Thoughts

Professionalism goes beyond how you Professionalism goes beyond how you look, it is defined as character strengths look, it is defined as character strengths and values directed toward high quality and values directed toward high quality service to others through your work.service to others through your work.

No matter where you go, keep in mind that No matter where you go, keep in mind that you represent both yourself and your you represent both yourself and your company. Even when you are not company. Even when you are not working, people still get a feel for our working, people still get a feel for our company based off their impression of company based off their impression of you.you.