Professionalism, Telephone and Email Etiquette

1. Professionalism, Telephone and Email Etiquette Presenter Nicole Brantley City of Savannah

2. Professionalism • What is it? • Who is it expected from? • How is it measured? • Why bother?

4. Professionalism What is it? The skill, good judgment and polite behavior that is expected from a person who is trained to do a job well. Professionalism is more than good training and skill.

5. Professionalism Who is it expected from? • Young people new to the workforce • New hires • Recently promoted • Existing employees

6. Professionalism How is it measured? • Dress • Demeanor/Attitude • Communication • Awareness/Competency

7. Professionalism How is it measured? • Dress – what you wear and how you wear it -Creates a visual image -Enhances personal creditability

8. Professionalism How is it measured? • Demeanor/Attitude – the way you carry yourself -Provides a first and sometimes lasting impression -Creates a mental image -Conduct/behavior Characteristics: • manners • trustworthiness • empathy and compassion • respectfulness • emotional maturity

9. Professionalism How is it measured? • Communication • Written • Verbal -What you say and HOW you say it • Non-Verbal -Body language tells others about your attitude

10. Professionalism How is it measured? • Awareness – what you know (competency) • Job Knowledge • Application of Knowledge -Understanding and delivering on expectations • Teamwork -Being cooperative -Demonstrating initiative

12. Professionalism Why bother? What’s in it for me? • Personal growth and development • Higher self-esteem • Motivation • Higher emotional intelligence • Sought-after ‘subject matter expert’ status • More effective leadership • Respect • Better communication • More influence • Greater wealth • Value to the organization

13. Telephone & Email Etiquette

14. Telephone Etiquette TRURE OR FALSE • Phone conversations are just as important as face-to-face conversations. • Phone handling skills can resolve or escalate a conversation. • Personal cell phones are private property that, if used discreetly, shouldn’t be a problem in the workplace.

15. Telephone Etiquette Four Impor­tant Phone Eti­quette Rules • Answering the phone using formal greetings. Always state your name and the name of your business in the introduction. It is con­sid­ered best prac­tice to use sir or ma'am to address cus­tomers if names are unknown. • Speak clearly. Take the time to speak clearly and in a pos­i­tive, pro­fes­sional tone. Doing so will put the caller at ease and can dif­fuse an upset customer. • Lis­ten & learn.Listen care­fully to cus­tomers. Always allow the caller time to fin­ish his/her thoughts with­out inter­rup­tion and ask ques­tions that clar­ify infor­ma­tion. Be sure to con­firm under­stand­ing with the caller before mov­ing forward. • End calls with a final offer of assistance. This may seem useless but makes a huge difference in ensuring that you have addressed and resolved the callers issue. By asking, “Is there anything else that I can help you with?” This method is also useful in wrapping up lengthy calls and handling excessive talkers.

16. Telephone Etiquette Tips for Cell Phone Use in the Workplace • Give 100% of your focus to the person in front of you. • At a business meeting or lunch, a mobile device should not be part of the place setting. • In meetings, “avoid reading under the table.” • Have a professional ring tone. • In the work area, turn your mobile device to silent. • Take personal calls in a private place. • Never use cell phones in the restroom.

17. Telephone Etiquette Practicing good telephone skills: • Presents a professional image • Enhances creditability of your message • Provides a positive impression • Increases satisfaction and decreases escalations

18. Email Etiquette • Emails should not replace verbal communication. • Treat your work emails as records of your professional history. • Think carefully and thoughtfully before you press send. • Don’t be an email ninja! Use emails as a business communication tool, not a weapon for mass destruction.

20. Email Etiquette 6 Email Rules to Live by at Work • Get to the point fast. • Reply to emails in a timely fashion. • Keep it focused on business. • Spellcheck your emails before sending. • Don’t “reply all” unless you have to. • Avoid BCCing.

21. Email Etiquette Practicing good email etiquette: • Presents a professional image • Enhances creditability of your message • Provides a positive impression • Keeps you out of the land of regret

22. ????? Questions ????? Contact Information: Nicole Brantley City of Savannah – Revenue Department Utility Services Administrator (912) 525-3100 ext. 1134 nbrantley@savannahga.gov