Professionalism , Telephone and Email Etiquette Presenter Nicole
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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. Professionalism is more than good training and skill.
Professionalism Who is it expected from? Young people new to the workforce New hires Recently promoted Existing employees
Professionalism How is it measured? 1. 2. 3. 4. Dress Demeanor/Attitude Communication Awareness/Competency
Professionalism How is it measured? Dress – what you wear and how you wear it -Creates a visual image -Enhances personal creditability
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: o o o o o manners trustworthiness empathy and compassion respectfulness emotional maturity
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
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
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
Telephone & Email Etiquette
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.
Telephone Etiquette Four Impor tant Phone Eti quette Rules Answering the phone using formal greetings. Always state your name and the name of your business in the introduction. It is con sid ered best prac tice to use sir or ma'am to address cus tomers if names are unknown. Speak clearly. Take the time to speak clearly and in a pos i tive, pro fes sional tone. Doing so will put the caller at ease and can dif fuse an upset customer. Lis ten & learn. Listen care fully to cus tomers. Always allow the caller time to fin ish his/her thoughts with out inter rup tion and ask ques tions that clar ify infor ma tion. Be sure to con firm under stand ing with the caller before mov ing 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.
Telephone Etiquette Tips for Cell Phone Use in the Workplace 1. 2. 3. 4. 5. 6. 7. 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.
Telephone Etiquette Practicing good telephone skills: Presents a professional image Enhances creditability of your message Provides a positive impression Increases satisfaction and decreases escalations
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.
Email Example: From: Shannon Ferguson Sent: Wednesday, March 12, 2014 11:07 AM To: Nicole Brantley Subject: RE: Message From NEOGOV Insight: Requisition Approved Good morning Nicole, I hope all is well. Unfortunately, my husband is transferring and I will be leaving the City as of 03/21/2014. I am very sad and I love my job! BUT, you will be in great hands! Maurice Lee will be taking over for me. He is so GOOD and is coming from Police Personnel! In between training and getting ready to leave, I sprained my ankle. Haha, timing is EVERYTHING! I will go over the Customer Service Representative Candidate list with him and we will hopefully have it to you by the end of the week. I know you are very anxious to hire! Thank you for being so patient. Kind regards, Shannon
Email Etiquette 1. 2. 3. 4. 5. 6. 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.
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
? Questions ? Contact Information: Nicole Brantley City of Savannah – Revenue Department Utility Services Administrator (912) 525-3100 ext. 1134 [email protected]