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? 1. Dress 2. Demeanor/Attitude 3. Communication 4. 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: o manners o trustworthiness o empathy and compassion o respectfulness o 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? Whats 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, shouldnt 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 con­ sid­ered 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, pro­ fes­sional 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 1. Give 100% of your focus to the person in front of you. 2. At a business meeting or lunch, a mobile device should not be part of the place setting. 3. In meetings, avoid reading under the table. 4. Have a professional ring tone. 5. In the work area, turn your mobile device to silent. 6. Take personal calls in a private place. 7. 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. Dont 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 1. Get to the point fast. 2. Reply to emails in a timely fashion. 3. Keep it focused on business. 4. Spellcheck your emails before sending. 5. Dont reply all unless you have to. 6. 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