In this two-part article, we are going to look at professionalism from two perspectives – first through the eyes of a manager or owner and then from the view of individual employees. Today's article focuses on projecting a professional image.
PROJECTING A PROFESSIONAL IMAGE. How do you let the world know that you are a professional and that they can count on you? Here are some ideas:
1. Communicate skills: According to some research studies, more than 90 percent of the image we convey to others is conveyed through body language and tone. Avoid using body language and tone that could be perceived as sarcastic or uncaring. Some examples might include rolling your eyes, frowning or scowling, shrugging your shoulders as if you don’t care, sighing, using a tone of voice which could be interpreted as condescending or impatient. Remember to stand up straight, smile, make eye contact, and generally look like you are happy to be doing the job you are doing and happy to be serving the customers.
2. Use positive language: There is a real art in learning to use positive words rather than negative ones. Try to avoid as much as possible using words such as can’t, don’t, won’t. They give the impression that you are trying to dodge responsibility and that you really are not interested in working with the person. Try to get into the habit of using positive words instead. So, instead of saying, “I can’t answer that,” try saying, “What I can do for you is put you in touch with Rob. He’ll be able to answer that for you.” Or instead of saying, “I don’t know, I’m new here,” try saying, “Let me check on that and get right back to you.”
3. Handle difficult situations in a competent, professional manner: There will be difficult days when things don’t go right and people get upset. Knowing what to do and say when people get upset is an essential skill. This is a complex issue and the best recommendation is to learn as much as possible about how to handle various situations. There are lots of courses, books an videos available on the subject – check out the library, local college or your own organization’s training programs. If none seem to be available, ask your manager about having an in-house course.
Here are some basic tips. The natural human tendency when someone brings us a problem is to become defensive. This is absolutely the worst thing you can do. Saying things like “It wasn’t me” or “I didn’t do it” just make people angrier. Always focus immediately on the problem and what you are going to do about it.
Don’t take it personally. The person is not angry with you; they are angry with the situation. You are the target, not the cause. Saying something like, “Just hang on a minute, you can’t yell at me like that” is simply an invitation to turn things into an argument between the two of you. Again, focus on the problem not the person.
Some people can complain and still remain civil. Others can get downright rude and start shouting and swearing. You are not a punching bag and don’t have to take abuse – but it is never okay to start yelling and swearing back. Don’t get sucked into playing the rude person’s game.
4. Maintain a professional focus in everything you do: Your professionalism is measured not only by what you say but in how you conduct yourself as you go about your day’s work. Keep your office or work area neat and tidy. Papers and tools spread all over the place don’t create a very positive impression. If you have voicemail, keep it up to date by changing your message every day and returning calls promptly. Treat everyone with whom you come in contact with respect. Don’t fall into the trap of “sizing” people up and deciding what services they deserve. True professionals do their very best for every situation and every person with whom they come in contact. Finally, honor commitments. If you say you will do something, then do it.
5. Project a professional appearance and demeanor: This includes using appropriate language (no swearing, avoid slang) and body language (watch your posture). Grooming and personal appearance are important as well: hair combed, clothes clean and neat. If you are given a uniform to wear, then make sure it is kept in good condition. If you can wear your own clothes to work, the general rule of thumb is this: if you want to be taken seriously and be respected, then look like you deserve to be. Golf course dress codes are great guidelines for what looks professional: shirts with collars, real shoes (not sandals), no cut-offs, no slogans on shirts, hats on straight, etc.
Professionalism has nothing to do with academic credentials, years of experience or job title and function. It is the way in which you conduct yourself and your approach to the work you do. Whether you are a business owner, a facility manager, a full-time employee or a seasonal employee hired for the summer, you can let the world know you and your operation are professional.
The author is a partner of Pinnington Training & Development, a Cambridge, Ontario-based firm that specializes in the design and delivery of skill-based development programs for business, industry and publicly funded organizations.