1. Business Etiquette What does your business image say about you?

2. Do we judge a book by it’s cover? Appearance Demeanor Presence Body Language Confidence Behaviors

3. How many actions can jeopardize your professionalism?

6. “How can you say we’re not behaving like a team? We’re all wearing the same color shirts, aren’t we?”

7. Civility at Work Authentic communication Have a no-tech conversation Don’t jump to conclusions Spread credit/compliments Be in the moment Eliminate blame/finger-pointing/buck-passing Resist rumors/gossip/negativity Expand your brainpower Widen your social circle

8. ELSA MAXWELL Etiquette is a fancy word for kindness.

9. What is the Most Uncommon Trait in Today’s Workplace? Common Courtesy Why? Office politics Cliques Interdepartmental turf wars Poor-mouthing management, coworkers, patients, visitors Complaining about demanding coworkers

10. Making assumptions about others can be fatal vision; there will always be those who appear undeserving of our attention and respect. Practitioners of uncommon courtesy make no distinction between worthy and unworthy customers…including co-workers.

11. Check Your Courtesy Quotient In regard to your interaction with... Co-workers Visitors Customers Management Begin to explore ways to provide uncommon courtesy and service. You will find that the key to uncommon success is found in common places like courtesy.

12. Good Manners...are ageless and genderless. They demonstrate self-respect and respect for others.

13. Manners are a sensitive awareness of the “feelings of others.” If you have that awareness, you have ggood manners, no matter what fork you use.

14. Emily Post…1922 “To make a pleasant and friendly impression is not alone good manners…but equally good business.”

15. Identifying Customer- Focused Behaviors “We’re short-handed today. “Is there anything I can help you with today?” “Huh? Oh...I don’t know. That’s not my area.” “Here, let me show you how this works.” “Hey, don’t complain to me about it. I don’t make the rules you know.” “The computer is down. You’ll have to call back.” Positive Behaviors ? Sub-par behaviors ?

16. “Behavior is the mirror in which everyone shows their image.” Goethe

17. Professionalism Ingredients of a true professional: Appearance Grooming and hygiene Image Behavior Interpersonal communication Conduct

18. Professional Courtesy If you’ve got an issue with a co-worker, Go directly to the person. Give him/her the benefit of the doubt. Listen openly and objectively. Involve him/her in the process. Be solution-oriented. Be positive. Give credit away. Apologize in a timely fashion.

19. “You have to perform at a consistently higher level than others. That’s the mark of a true professional. Professionalism has nothing to do with getting paid for your services.” Joe Paterno, Penn State Icon

20. Appearance (your look) + Actions = Your Image Your image represents PAS’s image. You are…

21. If you aren’t managing your business image… others are! People are constantly observing your behavior and forming theories about your competence, character, and commitment.

22. Q & A Q: What is a professional image? A: The set of qualities and characteristics that represent perceptions of your competence and character as judged by your key constituents. Q: What is the difference between "desired professional image" and “undesired professional image?“

23. A: Ask yourself the question: What do I want my key constituents to say about me when I'm not in the room? This description is your desired professional image. What am I concerned that my key constituents might say about me when I'm not in the room? The answer to this question represents your undesired professional image.

24. build credibility and maintain authenticity. In order to create a positive image, you must effectively…

25. Be the author of your own identity: What are the core competencies and character traits you want people to associate with you? Which of your social identities do you want to emphasize and incorporate into your workplace interactions, and which would you rather minimize?

26. Assess your current image, culture, and audience. What are the expectations for professionalism? How do others currently perceive you?

27. Manage the effort you invest in the process. Monitoring others' perceptions of you Monitoring your own behavior Strategic self-disclosure Preoccupation with proving worth and legitimacy

28. Conduct a cost-benefit analysis for image change. Do you care about others' perceptions of you? Are you capable of changing your image? Are the benefits worth the costs? (Cognitive, psychological, emotional, physical effort)

29. Do Your Actions… create a positive buzz about you and your work? make others want you as a part of their team? make your employer cringe at the thought of losing you to a competitor? make your colleagues (or customers) excited about referring you to others?

30. Are you a “Passionate Performer?” Ask how you can better serve another team member or department Inquire about how your actions affect others Make a connection between your decisions and the company’s financial results Treat company resources like your own Initiate improvements in work methods Look beyond their own roles for improvement opportunities; and pursue self-development

31. Be the change… YOU want to see! -Gandhi-

32. “Let no one ever come to you without leaving better and happier.” Mother Teresa (1910–1997) Albanian missionary Nobel Peace Prize winner