8/14/2019 Week Three Professionalism
1/33
Please Take Your Pre-test
Lecture Will Begin Shortly
Ohio/Marshall County SpokesInstructor Vicki Mentzer Created By: Dena Conner
Class Graduate and Teachers Aide
8/14/2019 Week Three Professionalism
2/33
Professionalism
Week Three
8/14/2019 Week Three Professionalism
3/33
Professionals who pay attention totheir ersonal a earance
Feel more confident Make good impressions on management and
fellow co-workers Ensure good health and safety in the workplace Represent the business well
8/14/2019 Week Three Professionalism
4/33
Hair
Keep it tidy, clean, and attractive
Keep it away from the face.
Keep mustaches and beards trimmed, tidy and
clean
8/14/2019 Week Three Professionalism
5/33
Personal Freshness Brush teeth after every meal Shower or bathe daily Use deodorant daily Make sure makeup is moderate and well
blended, if appropriate Put on clean undergarments
Put on clean, pressed clothes
8/14/2019 Week Three Professionalism
6/33
Hands And Fingernails
Clean underneath fingernails Keep fingernails trimmed Wash hands before starting a work shift Wash hands during a work shift as necessary
especially when handling food
Wash hands after using the restroom
8/14/2019 Week Three Professionalism
7/33
Personality
The way a person acts
A way a person looks
The way a person thinks
8/14/2019 Week Three Professionalism
8/33
Good Posture Sets the Tone
Stand Upright Stand with shoulders back Stand with head up Face the customer Smile
8/14/2019 Week Three Professionalism
9/33
Customer Perception
Posture Upright/Shoulders
back/Head up
Slouch/Look at theground/Shuffle Along
Perception Alert, Efficient
Bored, Lazy.Unconcerned aboutCustomers needs
8/14/2019 Week Three Professionalism
10/33
Activity One Face to Face
In The Face to face customer service environment.
3) Customers can see what you are wearing
4)5)
6)
7)
8)9)
Part One
8/14/2019 Week Three Professionalism
11/33
In the face to face customer
1) Because_____________________________________ ______________________________
2) Because_____________________________________ ______________________________
3) Because_____________________________________ ______________________________
4) Because_____________________________________ ______________________________
5) Because_____________________________________ ______________________________
6) Because_____________________________________
8/14/2019 Week Three Professionalism
12/33
Employees will be expected
Why the organization exists(mission) How to contribute to making the business a
success How to display professional conduct Scheduled work hours, breaks, appearance
standards, etc. How to relate with co-workers and supervisors Safety and security rules and job performance
standards
8/14/2019 Week Three Professionalism
13/33
What are Standards of
Guidelines that outline whatemployees should and should notdo on the job.
8/14/2019 Week Three Professionalism
14/33
Possible Causes for
Reporting to work under the influence of alcoholor other illegal drugs.
Bringing or using alcohol or illegal drugs on the
premises during working hours Making false or misleading statements on a job
application Stealing from co-workers, or the company Refusing to perform assigned work Soliciting on property during working time without
permission
8/14/2019 Week Three Professionalism
15/33
Possible Causes for
Carrying or using firearms, fireworks, or any other weapon on the premises
Starting or encouraging a work slowdown,interfering with schedules
Posting, removing, or tampering with bulletinboard notices without permission
Willfully defacing or destroying company propertyor another employees property
Sleeping on the job
8/14/2019 Week Three Professionalism
16/33
Diversity
Diversity Brings Unique Perspectivesand Creative Contributions, with HelpLead to Success
8/14/2019 Week Three Professionalism
17/33
Diversity Factors Culture Family Gender Age Race Geographical area
Peers
8/14/2019 Week Three Professionalism
18/33
Getting Along In A Diverse
Communication Make it easy for co-workers to admit that they do not
understand something
Match the speaking pace and timing of the people withwhom they are communicating Do not read between the lines Look for clues that mean someone does not
understand Do not speak louder to someone who speaks a
different language
8/14/2019 Week Three Professionalism
19/33
Diversity Etiquette
Gender Use gender-neutral words. For example, use the
term bell service attendant instead of bellman Offer to help people who appear to need
assistance(Dont assume that people need or donot need help simply because of their gender)
8/14/2019 Week Three Professionalism
20/33
Diversity Etiquette
Age Do not refer to a persons age unless it is
relevant Do not assume that people have less ability or
energy because of their age Do not talk loudly to people just because of their
age.
8/14/2019 Week Three Professionalism
21/33
Diversity EtiquettePeople with disabilities Never refer to someone by his or her disability If someone looks like he or she needs assistance, ask
first. Do not assume Try to sit when talking with people who use
wheelchairs. Face them straight on so they dont straintheir necks looking up
When talking with a person who has a hearinghandicap, speak slowly and clearly. Always look theperson in the eye, pausing after each sentence
Invite people with disabilities to events even if they
8/14/2019 Week Three Professionalism
22/33
Important Notes
Review of Test Questions
8/14/2019 Week Three Professionalism
23/33
Important Note
Why is it important for employees to payattention to their personal appearance?
THEY FEEL MORE CONFIDENT, MAKE GOODIMPRESSIONS, REPRESENT THE BUSINESSWELL
8/14/2019 Week Three Professionalism
24/33
Important Note Because the employer and customer meet face
to face, the employee should pay particular attention to _________.
PERSONAL APPEARANCE, GROOMING ORHYGIENE
8/14/2019 Week Three Professionalism
25/33
Important Note
When an employee slouches, looks at theground and shuffles his feet, the customer
perceives that the employee is _________.
BORED, LAZY OR UNCONCERNED
8/14/2019 Week Three Professionalism
26/33
Important Note Personality is the way a person looks, acts, and
________.
THINKS
8/14/2019 Week Three Professionalism
27/33
Important Note
Employees will be expected to know how torelate with customers, co-workers and _______.
SUPERVISORS
8/14/2019 Week Three Professionalism
28/33
Important Note
Making false or misleading statements on a jobapplication could be a cause for _________.
DISMISSAL
8/14/2019 Week Three Professionalism
29/33
Important Note
What types of information must an employeekeep confidential?
FINANCIAL INFO, PERSONAL MATTERS,CUSTOMERS PERSONAL INFO
8/14/2019 Week Three Professionalism
30/33
Important Note List Three Diversity Factors.
RACE GENDER AGE DISABILITY
ETHNICITY ETC.
8/14/2019 Week Three Professionalism
31/33
Important Note
What is the most Important skill for getting alongin a diverse workplace?
COMMUNICATION
8/14/2019 Week Three Professionalism
32/33
Important Note
Why is promptness considered to be a keyelement in teamwork?
LACK OF PROMPTNESS HURTS THEPERFORMANCE OF THE REMAINER OF THE
TEAM
8/14/2019 Week Three Professionalism
33/33
Please check your
answersStudy Pre-Test
k