Your Professional Image OST 289

1. CHAPTER 2
SLIDE 1
CHAPTER
2 Your Professional Image
1 Characteristics of a Professional
2 Your Professional Look
3 Understanding Business Etiquette
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

2. CHAPTER 2
SLIDE 2
Your Professional Image
 The impressions you make on others
 Your attitude toward your work and coworkers
 Your work ethic
 Professional dress
 Familiarity with business etiquette
Your ability to get a job, keep a job, and advance in
your career will hinge on your professional image.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

3. CHAPTER 2
SLIDE 3
First Impressions
 Be on time or early.
 Be comfortable and confident with your skills
and abilities.
 Dress professionally.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

4. CHAPTER 2
SLIDE 4
First Impressions
 Smile.
 Be conscious of body
language.
 Be positive.
 Be courteous.
Maridav/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

5. CHAPTER 2
SLIDE 5
Positive Attitude
 Your attitude comes through in everything
you do.
 You can control it.
 A positive attitude can help you
● Get jobs
● Be offered important responsibilities
● Gain promotions
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

6. CHAPTER 2
SLIDE 6
Work Ethic
 A set of values based on the merits of hard
work and diligence
 A belief in the benefit of work and its ability to
build a person’s character
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

7. CHAPTER 2
SLIDE 7
People with a strong work ethic …
 Arrive at work on time
 Stay until their shift is over
 Meet all deadlines
 Show integrity and trustworthiness
 Follow rules and procedures
 Make productive use of work time
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

8. CHAPTER 2
SLIDE 8
Professional Skills
 Communication
 Interpersonal relations
 Time management
 Critical thinking
 Decision making
 Creative thinking
Dmitriy Shironosov/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

9. CHAPTER 2
SLIDE 9
Professional Skills
 Teamwork
 Technology
 Leadership
 Stress management
 Problem solving
 Customer focus
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

10. CHAPTER 2
SLIDE 10
Work Characteristics
 Your workspace
 Your desk
 Your daily work Digital Vision/Getty Images
● Pay attention to detail.
● Strive for accuracy.
● Acknowledge mistakes.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

11. CHAPTER 2
SLIDE 11
Professional Organizations
 Offer certification programs and seminars
 Provide helpful information
● Websites
● Newsletters and articles
 Examples
● International Association of Administrative
Professionals
● ARMA International
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

12. CHAPTER 2
SLIDE 12
Business Networking
 An accepted part of everyday business
 People network …
● By telephone
● At professional conferences
● In company settings
● Online (LinkedIn, BranchOut)
● Just about anywhere
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

13. CHAPTER 2
SLIDE 13
Your Professional Look
 Dressing the part
● Professional business
attire
● Business casual attire
● Other dress
considerations
 Appearance
 Jewelry Yuri Arcurs/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

14. CHAPTER 2
SLIDE 14
General Courtesy and Manners
 Treat others as you would like to be treated.
 Thank people for their help.
 Apologize for mistakes.
 Greet people appropriately.
● A polite “hello” shows good manners.
● “How are you?” shows interest.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

15. CHAPTER 2
SLIDE 15
Dining and Restaurant Etiquette
 Business discussions take place after the
meal is over.
 Hosting a business meal
 Attending a business meal
 Using good table manners
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

16. CHAPTER 2
SLIDE 16
International Customs and Etiquette
 Dining etiquette varies by culture.
 Professional dress is usually conservative.
 Research both.
 Other international issues
• Gifts • Greetings
• Holidays • Time
• Business hours • Body language
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

17. CHAPTER 2
SLIDE 17
Making Introductions
 Name the most important person first.
 Say each person’s name clearly.
 Use titles when appropriate.
 Add interesting information.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

18. CHAPTER 2
SLIDE 18
Being Introduced
 Stand and greet the other person.
 State your name and position.
 Smile and establish eye contact.
 Shake hands firmly.
 Repeat the person’s name.
 Have a conversation.
 Tell the person you enjoyed meeting.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

19. CHAPTER 2
SLIDE 19
Introducing Yourself
 Stand.
 Smile and establish eye contact.
 Greet the other person.
 State your name and position.
 Shake hands firmly.
 Repeat the person’s name.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

20. CHAPTER 2
SLIDE 20
Greeting Visitors
 Greet the person graciously.
 Learn and use the person’s name.
 Determine the purpose of unscheduled visits.
 Be pleasant to difficult visitors.
 Handle interruptions well.
 Manage angry or upset visitors appropriately.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

21. CHAPTER 2
SLIDE 21
Telephone Skills and Etiquette
 In an office, calls may be overheard.
 Be mindful of
● The volume and tone of your voice
● The language you use
● The content of your phone calls
 Avoid or limit personal calls while working.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e