Professional Conduct Recap

1. Our Professionalism is judged by

Our Professionalism is judged by: How we look (the first impression in person) Hygiene Clothes (safety / uniform - at least not offensive!) The vehicle we arrive in (clean, not too flashy?) Our Speech 55% is non-verbal communication Remember cultural norms vary (especially touch and spatial proximity) Be Observant when speaking CONFIRM any observations Be cognizant of your phone usage 38% is tone Check your sarcasm Separate work from home 7% is the words used topics we talk about, language we use (obviously not vulgar) but also professional, demonstrating our knowledge of industry - not blowing smoke) Be clear. Do enunciate. (Canadians usually do not want to offend but they do get frustrated when they can’t understand someone’s English - because they are quiet, or fast, or use slang, or are accented differently).

2 Dimensions of Communication style: Dominance and Sociability 1. High dominance High sociability - actors (me in class). Fast paced and Focused 2. High D, low S - Lawyers (me in committee) - factual, time sensitive, pointed. 3. Low D, low S - Accountants (Wendy) - punctual, allow time to think, structured. 4. Low D, high S - Teachers (Gerard) - relational, listen, be patient. These are linked to personality - be aware of YOUR style. When you experience communication style bias, try to be aware and to check your response before getting frustrated or causing offense.

Active Listening Regulative gestures Be here now. Take Notes Listen to what they say rather than framing your response while they’re speaking. CLARIFY if you are ever unsure. The heart of great customer service, is alignment of expectations