PROFESSIONALISM and BUSINESS ETIQUETTE

How Does One Define Professionalism

Professionalism is basically, the knowledge that an individual carries about a certain field. At work, professionalism
refers to a person doing his job with sincerity, and maintaining professional etiquette and professional ethics in the
workplace.
It leads to logical and completely unbiased decision making, making it the basis of a good work environment.
Professionalism at work, is completely devoid of politics, positive politics or mind games. Its root lies in those who
do their work with quality and quantity in mind.

Importance of Professionalism in the Workplace

Why is professionalism important in the workplace?
 Professionalism in the workplace is important to ensure good performance by all. If everyone is
professional, everyone will do the best they can at their job.
 Professionalism in the workplace is required to ensure a good team spirit. If people work professionally,
they will know how to value their organizational goals, along with their personal ones.
 Professionalism is required to keep all the employees motivated. Happy employees are positive brand
ambassadors for the organization. Keeping the employees motivated, is important to keep a good reputation
in the office.
 It is important to ensure justice to everyone's efforts. In a professional environment, a person's quality of
work is taken into consideration along with the quality of their work. This phenomenon does justice and
appreciates the efforts of the employees.
 Professionalism in the workplace helps at maintaining the right amount of communication at the workplace.
It also ensures that those who require to be heard, are heard.
Professionalism is the axis around which any organization revolves.
Lack of professionalism results in
 Lack of motivation at work
 Employees do not think of the organization as their own.
 Leads to unethical acts in the company that would mar its reputation.
 High turnover of staff
 Lack of loyalty between the management and the employees.

PROFESSIONAL BEHAVIOR GUIDELINES

How to be professional

Competence. You’re good at what you do – and you have the skills and knowledge that enable you to do your job
well.
Be productive. You are paid to work, so, you should not do anything that is not related to work during office hours.

Reliability. People can depend on you to show up on time, submit your work when it’s supposed to be ready, etc.

Honesty. You tell the truth and are upfront about where things stand.
Integrity. You are known for your consistent principles.
Respect For Others. Treating all people as if they matter.

Self upgrading Rather than letting your skills or knowledge become outdated, you seek out ways of staying
current.

Being Positive. No one likes a constant pessimist. Having an upbeat attitude and trying to be a problem-solver
makes a big difference.

Supporting Others. You share the credit with others, take time to show others how to do things properly, and lend
an ear when necessary.

Staying Work-Focused. Not letting your private life needlessly have an impact on your job, and not spending time
at work attending to personal matters.

Listening Carefully. People want to be heard, so you give people a chance to explain their ideas properly.
Be proactive about learning. Read about the things NLDB does, about your customers.
Every industry has a trade association with lots of information in it. Google is your friend.
Join an association or society relevant to your business and/or profession. But do so with the intent of achieving a
leadership position -- don't just be a member.
Learn all about the services and products your employer provides.
Learn about business operations, marketing and management. Get into the topic you are studying.

Be proactive: Try to anticipate the needs of your Manager. Work on making a contribution as soon as possible -- it's
no longer do-what-your-told, keep-your-nose-clean and wait-your-turn. You need to be assertive without being a
"hot-dog."

Problems Don’t wait till last minute to let anyone know that there are problems on a project. Try to solve it initially
and if it doesn’t work, then swallow your pride and tell your supervisor.
If you see a problem, try to figure out what the solution is and present it to your supervisor.

Losers blame others. Winners take responsibility. Give credit where credit is due.

Don’t say bad things about other people at work.

This is incredibly hard to do but very important. If someone starts complaining, at some point draw the line and say
something like “I hear you but I’d rather not think too much about negative stuff, so can we move on?” Or excuse
yourself and leave the room.
Have a notebook for notes at meetings and phone calls. Practice your listening skills.

Follow through. It's not enough to send an email or a fax; always confirm that important pieces of information were
received.

Methodically double-check your work for numbers, grammar, spelling, company names, etc.

Email
Be REALLY careful when sending email.
Never use your work email for personal email.
Before sending a client files, make sure you have the right file attached.
Office etiquette
When working in an office all day, it's important to showcase good manners and proper etiquette. The way you work
or talk on a phone at home is one thing, but when you share an office with others, you need to be conscientious and
respectful.  Use these basic office etiquette and manners tips to help you act appropriately in the workplace.
1. Monitor the volume of your conversations. Be sensitive to how loudly you may be speaking. Do you notice
that people down the hall comment on your conversations? That might indicate your voice is too loud. Telephone
etiquette at the office is very important because if your voice is too loud or the conversation is something private, it
can be disruptive to those around you. Consider closing your office door and lowering your voice whenever
speaking in person or on the telephone.
2. Keep personal telephone conversations-and emails-brief and at a minimum. Be ever mindful that others are
nearby and that this is a place of business. Do not use the company telephone, fax, or email, for any inappropriate
and personal matters.
3. Avoid the urge to be "helpful" in areas best left to the other person to handle on their own. In some
workplaces, privacy is difficult to find. If you overhear a private conversation, practice selective hearing. Your best
bet for being treated as a professional at work is to keep all workplace conversations professional.
4. Sharing professional information is wonderful, gossiping is not. Only discuss personnel matters directly
with specific individuals, superiors, and management. And always keep in mind business etiquette concerning
confidentiality. NOTE: For an informational sheet on "Gossip" please
5. Be sensitive to scents and smells surrounding you. This rule does not only apply to workplace etiquette, but
social etiquette in general. Save cologne and perfume for social occasions.
6. Avoid foods with strong smells and aromas that will travel throughout the office. When eating at your desk
or in shared areas can become unpleasant. Office etiquette rules suggest that you dispose of empty food containers
and other items where they won't contribute negatively to the office atmosphere.
7. Keep your personal workspace clean and neat at all times. Generally, less is better when it comes to office
and cubicle decor. Use discretion when displaying personal items such as family photos and mementos so as not to
overdo, clutter, and obstruct your work area.
8. Restrooms run a close second to kitchens as annoyance spots. After use, wipe the countertop and sink of any
spilled water or soap. Be sure the toilet is clean for the next user. Notify the proper attendant if supplies are low or
out, and of any plumbing problems.
each workplace may have its own practices and norms, but knowing your business etiquette will distinguish you as a
cut above the rest whether you’re an employee or employer. The following guidelines will not only impress, but will
also grab people’s attention to respect you more.
Introductions
Introduce properly. There is a way to introduce seniors to juniors and vice-versa. Introduce the less important
person to the more significant person or you may choose that the more significant person receives the introduction to
the less important person.
Give firm handshakes. The way you give a handshake expresses a part of your character. If your handshake is
loose and light, this could be taken that you are not serious. If you give a tight handshake, (not too forceful as it can
be interpreted as aggression) it conveys that you are downright serious with business. Make good eye contact along
with the handshake to show sincerity.
Be knowledgeable on your organization (NLDB). Like they say, knowledge is power. Knowing the history and
credentials of your company is just as vital as knowing the history and credentials of your customer’s company.
Such information comes in handy especially in meetings and negotiations where you may be able to use this to your
advantage.
Be polite and cordial. Whether you’re the boss or an employee, being polite and cordial to others significantly
increases you amicability. This will help ensure smooth relations with everyone in the office.
Always be prepared. Last minute meetings and appointments happen. it’s vital to be prepared
for the unexpected. Submit your work in advance as much as possible and remember to save your files not only in
your hard drive but also in a flash disk. Don’t review projects only a day before or on the day of a meeting but try to
know it by heart at all times.
Punctuality is key. Even if others are perpetually laie this does not excuse you to come in late too. Reporting on
time shows that you are a disciplined person and shows that you are someone that can be relied on. This goes for
both employees and employers. As an employee, your punctuality sets an example for your officemates. As an
employer, your punctuality shows that you practice what you preach.
Remember your manners. When dealing with officemates and clients, don’t forget to say “Thank you,” “Please”
or even “Sorry” when appropriate and necessary. These words express respect and in turn, you will be respected.
Manners also extend to common courtesy such as allowing elders to go ahead of you in an elevator or saying
“Excuse me” when you are passing a stuffy hallway.
How do you observe proper workplace etiquette? Here are basic guidelines to make you look well mannered and
professional at all times.
Do everything you can to please customers. By saying this, we mean that you explore every possible method
within your authority to attend to customer’s concerns. Some workers tend to dismiss client’s requirements when
they become too much of a hassle. This is despite the fact that there are other means possible to resolve the concern.
Do not be this type of worker. You risk a bad name when that client goes to another employee to get what he wants.
You are either complained about or bad-mouthed to your boss and other clients. Do not take your job lightly, as you
will not remain in it if you do not properly perform your duties.
Keep personal concerns personal. There are some types of employees who seem to regard the workplace as a
place to vent out their emotions when they have overwhelming problems. There are some who cry while on duty and
some blabber about personal life matters to clients and/or co-workers. Although it is important to create a personal
relationship with clients, you should be the one to listen to their issues, if and only if it concerns related services.
Professional Dress Code
Men should
Business suit tend to be in dark shades of brown, blue and gray ,also light colored suits are acceptable
Shirts should be lighter than the suits and the tie darker than the shirt.
Avoid shiny shirts, shirts with translucent weaves, shirts with wavy stripes and the likes.
Belts should match the trousers. Black or dark brown. Belts must be worn if there are hoops on the trousers
Socks should match with the trousers or the shoes.

Professional posture - Gestures

Warm gestures
Leaning towards people when speaking
Facing people directly
Smiling
Touching

Cold gestures
Placing hands on hips
Slumping
Avoiding eye contact
Not smiling
Frowning
Gestures
Some good gestures to be followed
Stand or sit erect
While standing throw your shoulders back and hold your head high
Keep your chin up
Always make eye contact
Smile
Never walk in a hurried manner. The person who is confident walks with measured steps
Do not be in very close physical contact
Do not appear restless. Be relaxed or give the impression of being relaxed
Keep your hands off your face and hair
Do not fidget

Interacting with the people

When you introduce two people, look first to the person you consider being more important, say that persons name
first, followed by the next person
Then look at the person being introduced and reverse the order
If you are meeting someone on business then it is very important to state your position because that establishes your
authority
In business the criteria for introduction are position and seniority
Person of lesser authority are introduced to persons of higher authority
Gender plays no part in business etiquette nor does it affect the order of introduction
As soon as someone has been introduced to you , make an attempt to repeat his or her name. The other person feels
recognized when you call him by name

General Business Card Etiquette Tips

Business cards are an internationally recognised means of presenting personal contact details,.
generally exchanged at the beginning of or at the end of an initial meeting.

Present the card so the recipient's language is face up with the right hand.

Study the business card, comment on it and clarify information before putting it away

Project a Professional Image

Personal Grooming
Pay attention to how you look and act.
Adopt good personal hygiene habits.
Comb your hair and keep it neatly cut.
Brush your teeth and take care of them.
Keep your fingernails clean and trimmed.
Wear clean and pressed clothes.
Polish your shoes.
Stand up tall, walk upright, and hold your head high.
Move briskly.
Keep a neat and tidy work area.

Going Through Doors

You hold the door open for a woman if you would hold it open for a man in the same situation.
Doors are held open for superiors, for clients, for peers following close on your heels and for anyone who is loaded
down with packages, regardless of your gender or theirs.
Whoever is closest to the elevator doors, man or woman, exits first. Men do not jam up elevators by trying to let the
woman out first, unless of course she happens to be your CEO or your client.

Introductions
The person of lesser importance, regardless of gender, is introduced to the person of greater importance, regardless
of gender.
Example: "Mr. or Ms. Greater Authority, I'd like to introduce Mr. or Ms. Lesser Authority." Remember the client is
always the greater authority.

Handshakes
It doesn't matter who extends the hand first, but the one who does takes control of the situation, takes matters in
hand if you will.
The proper placement of the name tag is high on the right shoulder. When shaking hands, your eye follows the line
of your arm to the other person's right side. By placing the tag on the right, it's easy to read the name while shaking
hands.

Telephone Etiquette

Telephone Answering
In business, in addition to the greeting, it's necessary to identify ourselves and the company or department.
Example: "Good afternoon, Training Direct, Shirley Silva speaking." or "Protocol Office. This is Shirley. How
may I help you?"

Avoid jargon /slang.

Answering a call
 If you answer an outside line, always identify the organization
   
"Good Morning, NLDB…...." 
Your name and designation
  
Internal Phone Calls
Identify your department And yourself
 
TRY NOT TO INTERUPT
People call because they have a need/ problem,
Let them explain it to you.
Use caller’s names when addressing them

Adapt to callers style –use callers language

Attention
Callers want your exclusive attention while they are speaking to you on the phone.
RECAP
At the end of the call leave the caller knowing exactly what was agreed.
Ending your call
Always end your call with a 'goodbye' message
Replace the handset GENTLY

Taking a call
Plan your call before dialing
Always know and state the purpose of the communication.
Know who you want to call

Cell Phone Etiquette

1.Minimise use in Public places ,Funerals. Meetings put on vibrate. If it's an important call, step outside to return the
call.
2. Lights Out, Phone Off
3. Modulate Your Voice.
4. Observe the 10-foot Proximity Rule
5. Keep It Short. Keep public conversations brief
6. Drive Now, Talk Later.

Dinning etiquette
The rules of table etiquette can be very involved. But as already stated, you won't be sitting for an exam on the
subject. This is a basic list of rules for the table to make you look professional.
Place Setting Rules
Your water glass is the one on your right.
The bread dish to the left is yours.
Put butter on your bread dish. Break off bite-size pieces of bread to butter and eat one at a time.
Use the utensils from the outside in.
If right-handed, hold the knife in that hand while cutting and the fork in your left. Use your left hand holding the
fork, to eat the piece that has been cut.
If you drop a utensil, leave it where it fell on the floor and ask the waiter to bring you a new one. Once you've used a
utensil, do not place it down on the table cloth. It should be put on your plate. This ensures that the table linens will
stay clean.
When you finish eating, your knife and fork should be placed across your plate pointing to 11:00.
Personal Habits
Don't talk with food in your mouth. It makes it difficult to understand what you're saying, and it's not pleasant to see
your food being masticated. Chew with your mouth closed. See above.
Keep your elbows off the table while eating. It can interfere with the person seated next to you. After the meal has
been cleared, you may put your elbows on the table in order to lean forward to join in conversation.
Head for the rest rooms if you must remove something stuck between your teeth.
Don't gobble your food in a rush. Give your mouth some space to converse.
Never lift your soup bowl to drink the final drops. Tilt it away from you and scoop the final amount with the spoon
pushing away from you. Don't try to get every last drop.
Don't lick your fingers, use a napkin.
At business cocktail receptions, hold your drink in your left hand to keep your right hand dry and available for
handshakes. Hold food in your right hand with a napkin to keep your hand clean.
Before sitting at the table, wait for your host to sit first or for instructions to sit.
Don't smoke
Never reach across someone's plate to get an item. Always ask for it to be passed.

Buffet Etiquette
Buffets can be real etiquette challenges with a long queue of people often tackling a limited supply of food. Keep
these tips in mind the next time you’re at a buffet to eat your fill but with politeness. There are some basic ideas that
can help you maintain your good image in every dining experience, including buffets.
1. Be patient – Queue, please !.
It doesn't matter how hungry you are, don't jump the queue. Be patient. The food will not run out, and can always be
replenished.
2. Don't grumble.
Don't grumble or complain about the line, the food, the taste, the people, or compare it to a non-buffet restaurant or
any other establishment. Other people do not wish you to spoil their enjoyment.
3.Use the serving spoon.
Don't use your fingers to help yourself. Scoop your food using the designated utensils to prevent mixing foods, and
take care when moving food from the serving dish to your plate to avoid accidental spills.
4. Don't eat in the buffet line.
We sure know that the food is delicious, but wait to eat until you reach your table. It is not polite to taste or eat the
chicken wing in the buffet line.
5. Don't follow your stomach.
Just because it is a buffet doesn't mean that you should turn it into an “all-you-can-eat” occasion. Don't fill your
plate to overflowing, only to eat a little of it. Take small portion to start, you can always return for more.
6. Don't stare at people.
Just because a person is obese, don't stare at him or her, as doing so is rude. Pay no attention to how many times a
person returns to the buffet station. On a similar note, don't ask a thin person making return trips to the buffet why
she, or he can eat so much. It is not polite to make such an inquiry.
7. Use different plates.
Try to use different plates for different courses; for example, dessert and salads should not be on the same plate.
Mind your manners and eat in an acceptable manner.
8. Don't forget the `magic words'.
. Never assume that if you are serving your own food, polite phrases don’t hold good. While serving your food,
don’t forget to say please and thank you to the staff, buffet line servers, and other personnel who attempt to make
your dining experience a pleasant one.

If you manage to do all this, you will be buffet-savvy, and you will be noticed for your positive image at any dining
function.
Ask if you don’t know: In case you don’t know how the food or dressing tastes, don’t perform a taste-test; instead
ask the server and return if you like it. Never taste the food while in the queue. When deciding whether to eat or not,
don't sniff the food.
 
If you have any queries regarding the program you may contact me by Email majorshirley@gmail.com or by
phone 2862188