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CENTURY HERITAGE FCU

CENTURY HERITAGE FCU. THE POWER OF PROFESSIONALISM. OBJECTIVES. Today we will: Define Professionalism Determine the traits of the “Ideal Employee” Discuss the roles we must play as an employee Uncover the 4 A’s of Professionalism Project a professional image!. CATEGORIES.

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CENTURY HERITAGE FCU

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  1. CENTURY HERITAGE FCU THE POWER OF PROFESSIONALISM

  2. OBJECTIVES Today we will: • Define Professionalism • Determine the traits of the “Ideal Employee” • Discuss the roles we must play as an employee • Uncover the 4 A’s of Professionalism • Project a professional image!

  3. CATEGORIES

  4. WHAT ARE EMPLOYERS LOOKING FOR? • ADAPTITUDE • ATTENDANCE • ATTITUDE • APPEARANCE

  5. WHO AM I?

  6. ROLES

  7. PROJECTING A PROFESSIONAL IMAGE 5 S’s: • Smarts – competency, skills, knowledge • Secrets - confidentiality • Self-Assured – confidence in yourself and your skills • Simple Courtesy – RESPECT, focus, graciousness, manners • Stretch – be flexible, go above and beyond

  8. APPROACH • Adaptitude = • Adaptability + Attitude • How do you approach your job? • How do you approach your coworkers? • How do you approach your managers/supervisors? • How do you approach your mistakes? • How do you approach a problem? • How do you approach members?

  9. MEMBER PERSONALITY TYPES • IRATE • TALKATIVE • CONFUSED • “I MUST SAY NO!” • DISABLED • KIDS

  10. LISTEN BE PATIENT DON’T PATRONIZE ASK QUESTIONS LISTEN BE POLITE FOLLOW THE RULES SEEK HELP ONLY WHEN NECESSARY CORE SUMMARYAPPROACH

  11. ACTIVELY FOCUS • STOP! • LOOK! • LISTEN!

  12. ATTENDANCE “It is critical that you are dependable” • Be on time • Avoid excessive absences • Schedule time-off according to company policy A body cannot function efficiently without all of its faculties! You contribute a unique gift.

  13. ATTITUDE • Choose your attitude • Good • Bad • Indifferent • You are in control • 10% what happens to me • 90% how I react to it

  14. APPEARANCE • 1ST impressions are critical and set the stage for future contact!!! 4 P’s of Professionalism • Polished • Put together • Pressed • Proper

  15. OFFICE CONDUCT “Part of appearance is behavior!” • When a member approaches are you: • Smiling • Cheerful • Attentive • In the break-room are you: • Grumpy • Gossiping

  16. FIRST IMPRESSIONS vs MOMENT OF TRUTH • Remember that 55% of a first impression is based on sight and it takes 10 different encounters to change a first impression • A moment of truth is ANYTIME a member comes in contact with any element of the credit union and has an opportunity to form an opinion about our service quality. It is continued impressions from various sources!

  17. QUESTIONS&ANSWERS

  18. CONCLUSION • Professionalism can have many different definitions, but it basically boils down to the image you project for yourself and your company. • It does not have to mean stuffy and unapproachable, but with the suggestions and discussion we have had today, you should be able to put your best foot forward in all you do!

  19. THANK YOU

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