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: 420487
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Professionalism, Telephone and Email Etiquette
Presenter
Nicole Brantley
City of Savannah
Slide2Professionalism
What is it?
Who
is it expected from?
How is it measured?
Why bother?
Slide3Slide4Professionalism
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.
Slide5Professionalism
Who
is it expected from?
Young people new to the workforce
New hires
Recently promoted
Existing employees
Slide6Professionalism
How is it measured?
Dress
Demeanor/Attitude
Communication
Awareness/Competency
Slide7Professionalism
How is it measured?
Dress
– what you wear and how you wear it
-Creates a visual image
-Enhances
personal creditability
Slide8Professionalism
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
Slide9Professionalism
How is it measured?
Communication
Written
Verbal
-What you say and HOW you say it
Non-Verbal
-Body language tells others about your attitude
Slide10Professionalism
How is it measured?
Awareness
– what you know (competency)
Job Knowledge
Application of Knowledge
-Understanding and delivering on expectations
Teamwork
-Being cooperative
-Demonstrating initiative
Slide11Slide12Professionalism
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
Slide13Telephone & Email Etiquette
Slide14Telephone 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.
Slide15Telephone 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.
Slide16Telephone 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.
Slide17Telephone Etiquette
Practicing good telephone
skills:
Presents
a professional image
Enhances
creditability of your message
Provides
a positive impression
Increases
satisfaction and
decreases
escalations
Slide18Email 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.
Slide19Slide20Email 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.
Slide21Email 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
Slide23Slide24Slide25Slide26Slide27
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