Professionalism, Telephone and Email Etiquette

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Presenter. Nicole Brantley. City of Savannah. Professionalism. What is it?. Who . is it expected from?. How is it measured?. Why bother?. Professionalism . What is it?. The . skill, good judgment and polite behavior that is expected from a person who is trained to do a job well.. ID: 682487 Download Presentation

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Professionalism, Telephone and Email Etiquette

Presenter. Nicole Brantley. City of Savannah. Professionalism. What is it?. Who . is it expected from?. How is it measured?. Why bother?. Professionalism . What is it?. The . skill, good judgment and polite behavior that is expected from a person who is trained to do a job well..

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Professionalism, Telephone and Email Etiquette




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Presentation on theme: "Professionalism, Telephone and Email Etiquette"— Presentation transcript:

Slide1

Professionalism, Telephone and Email Etiquette

Presenter

Nicole Brantley

City of Savannah

Slide2

Professionalism

What is it?

Who

is it expected from?

How is it measured?

Why bother?

Slide3

Slide4

Professionalism

What is it?

The

skill, good judgment and polite behavior that is expected from a person who is trained to do a job well.

Professionalism is more

than

good

training and skill.

Slide5

Professionalism

Who

is it expected from?

Young people new to the workforce

New hires

Recently promoted

Existing employees

Slide6

Professionalism

How is it measured?

Dress

Demeanor/Attitude

Communication

Awareness/Competency

Slide7

Professionalism

How is it measured?

Dress

– what you wear and how you wear it

-Creates a visual image

-Enhances

personal creditability

Slide8

Professionalism

How is it measured?

Demeanor/Attitude

– the way you carry yourself

-Provides a first and sometimes lasting impression

-

Creates

a mental image

-Conduct/behavior

Characteristics:

manners

trustworthiness

empathy and compassion

respectfulness

emotional maturity

Slide9

Professionalism

How is it measured?

Communication

Written

Verbal

-What you say and HOW you say it

Non-Verbal

-Body language tells others about your attitude

Slide10

Professionalism

How is it measured?

Awareness

– what you know (competency)

Job Knowledge

Application of Knowledge

-Understanding and delivering on expectations

Teamwork

-Being cooperative

-Demonstrating initiative

Slide11

Slide12

Professionalism

Why bother? What’s in it for me?

Personal growth and development

Higher self-esteem

Motivation

Higher emotional intelligence

Sought-after

‘subject matter expert’

status

More effective leadership

Respect

Better communication

More influence

Greater wealth

Value to the organization

Slide13

Telephone & Email Etiquette

Slide14

Telephone Etiquette

TRURE OR FALSE

Phone conversations are just

as important as face-to-face

conversations.

Phone handling skills can resolve or escalate a conversation.

Personal cell phones are private property

that, if used discreetly, shouldn’t be a problem in the workplace.

Slide15

Telephone Etiquette

Four

Impor­tant Phone Eti­quette Rules

Answering the phone using formal greetings.

Always state your name and the name of your business in the introduction. It

is con­sid­ered best prac­tice to use sir or ma'am to address cus­tomers if names are unknown.

Speak clearly.

Take the time to speak clearly and in a pos­i­tive, pro­fes­sional tone. Doing so will put the caller at ease and

can dif­fuse

an upset customer.

Lis­ten

&

learn.

Listen care­fully

to cus­tomers. Always allow

the caller

time to fin­ish his/her thoughts with­out inter­rup­tion and ask ques­tions that clar­ify infor­ma­tion. Be sure to con­firm under­stand­ing with the caller before mov­ing forward.

End calls with a final offer of assistance.

This

may seem

useless but makes a huge difference in ensuring that you have addressed and resolved the callers issue. By asking, “Is there anything else that I can help you with?” This method is also useful in wrapping up lengthy calls and handling excessive talkers.

Slide16

Telephone Etiquette

Tips for Cell Phone Use in the Workplace

Give 100% of your focus to the person in front of you.

At a business meeting or lunch, a mobile device should not be part of the place setting.

In meetings, “avoid reading under the table.”

Have a professional ring tone.

In the work area, turn your mobile device to silent.

Take personal calls in a private place.

Never use cell phones in the restroom.

Slide17

Telephone Etiquette

Practicing good telephone

skills:

Presents

a professional image

Enhances

creditability of your message

Provides

a positive impression

Increases

satisfaction and

decreases

escalations

Slide18

Email Etiquette

Emails should not replace verbal communication.

Treat your work emails as records of your professional history.

Think carefully and thoughtfully before you press send.

Don’t be an email ninja! Use emails as a business communication tool, not a weapon for mass destruction.

Slide19

Slide20

Email Etiquette

6 Email Rules to Live by at Work

Get to the point fast.

Reply to emails in a timely fashion.

Keep it focused on business.

Spellcheck your emails before sending.

Don’t “reply all” unless you have to.

Avoid BCCing.

Slide21

Email Etiquette

Practicing good email

etiquette:

Presents

a professional image

Enhances

creditability of your message

Provides

a positive impression

Keeps

you out of the land of regret

Slide22

????? Questions ?????

Contact Information:

Nicole Brantley

City of Savannah – Revenue Department

Utility Services Administrator

(912) 525-3100 ext. 1134

nbrantley@savannahga.gov