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Columbia 2008 - Professionalism

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Professionalism Managing, Communicating & Servicing by Andrea M. Lewis http://www.thelightbulbs.com
Welcome & Introductions http://www.thelightbulbs.com ,[object Object],[object Object]
 
Welcome & Introductions http://www.thelightbulbs.com ,[object Object],[object Object]
Conduct of a Manager http://www.thelightbulbs.com ,[object Object],[object Object],[object Object],[object Object]
 
Conduct of a Manager http://www.thelightbulbs.com ,[object Object],[object Object],[object Object],[object Object]
Conduct of a Manager http://www.thelightbulbs.com ,[object Object],[object Object],[object Object],[object Object]
Conduct of a Manager http://www.thelightbulbs.com ,[object Object],[object Object],[object Object],[object Object]
http://www.thelightbulbs.com Professional Priorities Personal Priorities Employees Managers Keeping Job Energy Budget Time Advancement Brand Income Environment Stability
Conduct of a Manager http://www.thelightbulbs.com ,[object Object],[object Object],[object Object],[object Object]
Communication Techniques Written http://www.thelightbulbs.com ,[object Object],[object Object],[object Object],[object Object]
Communication Techniques Written http://www.thelightbulbs.com One Rule “ Never put anger in writing”
Communication Techniques Written vs. Oral http://www.thelightbulbs.com Written = Passive? Oral = Aggressive? Tone of Voice + Word Choice
Communication Techniques Oral http://www.thelightbulbs.com One Question When is it OK to lose your cool?
Daily Virtues of a Manager Patience Fairness Humility Gratitude Am I being … ?
Communication Techniques Oral http://www.thelightbulbs.com Face-to-Face confrontations are always more difficult than we imagine. The best perspective is one of empathy .
Customer Service http://www.thelightbulbs.com “ The customer is always right!” + The “good tipper” scenario
 
Customer Service http://www.thelightbulbs.com Support Your Employees In a dispute, consider whether customers have treated them with the appropriate respect.
Customer Service http://www.thelightbulbs.com Who Is the Customer? Everyone! Brand = Patrons, Vendors, & Peers
Customer Service http://www.thelightbulbs.com It is OK to Apologize Don’t be condescending. Do be honest .
Thank You Very Much http://www.thelightbulbs.com Questions? Discussion Follow-up

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