week three professionalism

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


2/33

Professionalism

Week Three


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


4/33

Hair

Keep it tidy, clean, and attractive

Keep it away from the face.

Keep mustaches and beards trimmed, tidy and

clean


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


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


7/33

Personality

The way a person acts

A way a person looks

The way a person thinks


8/33

Good Posture Sets the Tone

Stand Upright Stand with shoulders back Stand with head up Face the customer Smile


9/33

Customer Perception

Posture Upright/Shoulders

back/Head up

Slouch/Look at theground/Shuffle Along

Perception Alert, Efficient

Bored, Lazy.Unconcerned aboutCustomers needs


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


11/33

In the face to face customer

1) Because_____________________________________ ______________________________

2) Because_____________________________________ ______________________________

3) Because_____________________________________ ______________________________

4) Because_____________________________________ ______________________________

5) Because_____________________________________ ______________________________

6) Because_____________________________________


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


13/33

What are Standards of

Guidelines that outline whatemployees should and should notdo on the job.


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


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


16/33

Diversity

Diversity Brings Unique Perspectivesand Creative Contributions, with HelpLead to Success


17/33

Diversity Factors Culture Family Gender Age Race Geographical area

Peers


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


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)


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.


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


22/33

Important Notes

Review of Test Questions


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


24/33

Important Note Because the employer and customer meet face

to face, the employee should pay particular attention to _________.

PERSONAL APPEARANCE, GROOMING ORHYGIENE


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


26/33

Important Note Personality is the way a person looks, acts, and

________.

THINKS


27/33

Important Note

Employees will be expected to know how torelate with customers, co-workers and _______.

SUPERVISORS


28/33

Important Note

Making false or misleading statements on a jobapplication could be a cause for _________.

DISMISSAL


29/33

Important Note

What types of information must an employeekeep confidential?

FINANCIAL INFO, PERSONAL MATTERS,CUSTOMERS PERSONAL INFO


30/33

Important Note List Three Diversity Factors.

RACE GENDER AGE DISABILITY

ETHNICITY ETC.


31/33

Important Note

What is the most Important skill for getting alongin a diverse workplace?

COMMUNICATION


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


33/33

Please check your

answersStudy Pre-Test

k

week three professionalism

Documents