CHAPTER 2

SLIDE 1

CHAPTER

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
 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
 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
 CHAPTER 2
SLIDE 4

First Impressions

 Smile.
 Be conscious of body
language.
 Be positive.
 Be courteous.

Maridav/[Link]

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
 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
 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
 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
 CHAPTER 2
SLIDE 8

Professional Skills

 Communication
 Interpersonal relations
 Time management
 Critical thinking
 Decision making
 Creative thinking
Dmitriy Shironosov/[Link]

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
 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
 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
 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
 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
 CHAPTER 2
SLIDE 13

Your Professional Look

 Dressing the part
● Professional business
attire
● Business casual attire
● Other dress
considerations
 Appearance
 Jewelry Yuri Arcurs/[Link]

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
 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
 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
 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
 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
 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
 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
 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
 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