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Pre-test
Ohio/Marshall County Spokes
Instructor Vicki Mentzer
Created By: Dena Conner
Class Graduate and Teachers Aide

Lecture Will Begin Shortly

Professionalism

Week Three
Professionals who pay attention to
their personal appearance

• Feel more confident

• Make good impressions on management and
fellow co-workers
• Ensure good health and safety in the workplace
• Represent the business well
 Hair

• Keep it tidy, clean, and attractive

• Keep it away from the face.

• Keep mustaches and beards trimmed, tidy and

clean
 Personal Freshness
• Brush teeth after every meal
• Shower or bathe daily
• Use deodorant daily
• Make sure makeup is moderate and well
blended, if appropriate
• Put on clean undergarments
• Put on clean, pressed clothes
 Hands And Fingernails

• Clean underneath fingernails

• Keep fingernails trimmed
• Wash hands before starting a work shift
• Wash hands during a work shift as necessary
especially when handling food
• Wash hands after using the restroom
 Personality

• The way a person acts

• A way a person looks

• The way a person thinks

 Good Posture Sets the Tone
for Customer Interaction
• Stand Upright
• Stand with shoulders back
• Stand with head up
• Face the customer
• Smile
 Customer Perception
Posture Perception
• Upright/Shoulders • Alert, Efficient
back/Head up

• Slouch/Look at the • Bored, Lazy.

ground/Shuffle Along Unconcerned about
Customers needs
 Activity One “Face to Face”
Part One

In The Face to face customer service environment….

3) Customers can see what you are wearing

4)
5)
6)
7)
8)
9)
10)
 In the face to face customer
service environment Part 2
1) Because_____________________________________
______________________________
2) Because_____________________________________
______________________________
3) Because_____________________________________
______________________________
4) Because_____________________________________
______________________________
5) Because_____________________________________
______________________________
6) Because_____________________________________
______________________________
 Employees will be expected
to know:
• Why the organization exists(mission)
• How to contribute to making the business a
success
• How to display professional conduct
• Scheduled work hours, breaks, appearance
standards, etc.
• How to relate with co-workers and supervisors
• Safety and security rules and job performance
standards
 What are Standards of
Conduct

• Guidelines that outline what

employees should and should not
do on the job.
 Possible Causes for
Immediate Dismissal
• Reporting to work under the influence of alcohol
or other illegal drugs.
• Bringing or using alcohol or illegal drugs on the
premises during working hours
• Making false or misleading statements on a job
application
• Stealing from co-workers, or the company
• Refusing to perform assigned work
• Soliciting on property during working time without
permission
 Possible Causes for
Immediate Dismissal
• Carrying or using firearms, fireworks, or any other
weapon on the premises
• Starting or encouraging a work slowdown,
interfering with schedules
• Posting, removing, or tampering with bulletin
board notices without permission
• Willfully defacing or destroying company property
or another employee’s property
• Sleeping on the job
 Diversity

• Diversity Brings Unique Perspectives

and Creative Contributions, with Help
Lead to Success
Diversity Factors
• Culture
• Family
• Gender
• Age
• Race
• Geographical area
• Peers
 Getting Along In A Diverse
Workplace
Communication
• Make it easy for co-workers to admit that they do not
understand something
• Match the speaking pace and timing of the people with
whom they are communicating
• Do not read between the lines
• Look for clues that mean someone does not
understand
• Do not speak louder to someone who speaks a
different language
• Do not judge others based on their accent or speaking
 Diversity Etiquette

Gender
• Use gender-neutral words. For example, use the
term “bell service attendant” instead of “bellman”
• Offer to help people who appear to need
assistance(Don’t assume that people need or do
not need help simply because of their gender)
 Diversity Etiquette

Age
• Do not refer to a persons age unless it is
relevant
• Do not assume that people have less ability or
energy because of their age
• Do not talk loudly to people just because of their
age.
 Diversity Etiquette
People with disabilities
• Never refer to someone by his or her disability
• If someone looks like he or she needs assistance, ask
first. Do not assume
• Try to sit when talking with people who use
wheelchairs. Face them straight on so they don’t strain
their necks looking up
• When talking with a person who has a hearing
handicap, speak slowly and clearly. Always look the
person in the eye, pausing after each sentence
• Invite people with disabilities to events even if they
Important Notes

Review of Test Questions

 Important Note

• Why is it important for employees to pay

attention to their personal appearance?
• THEY FEEL MORE CONFIDENT, MAKE GOOD
IMPRESSIONS, REPRESENT THE BUSINESS
WELL
 Important Note
• Because the employer and customer meet face
to face, the employee should pay particular
attention to _________.

• PERSONAL APPEARANCE, GROOMING OR

HYGIENE
 Important Note

• When an employee slouches, looks at the

ground and shuffles his feet, the customer
perceives that the employee is _________.

• BORED, LAZY OR UNCONCERNED

 Important Note
• Personality is the way a person looks, acts, and
________.

• THINKS
 Important Note

• Employees will be expected to know how to

relate with customers, co-workers and _______.

• SUPERVISORS
 Important Note

• Making false or misleading statements on a job

application could be a cause for _________.

• DISMISSAL
 Important Note

• What types of information must an employee

keep confidential?

• FINANCIAL INFO, PERSONAL MATTERS,

CUSTOMERS PERSONAL INFO
 Important Note
• List Three Diversity Factors.

• RACE
• GENDER
• AGE
• DISABILITY
• ETHNICITY
• ETC.
 Important Note

• What is the most Important skill for getting along

in a diverse workplace?

• COMMUNICATION
 Important Note

• Why is promptness considered to be a key

element in teamwork?

• LACK OF PROMPTNESS HURTS THE

PERFORMANCE OF THE REMAINER OF THE
TEAM
Please check your
answers
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