Maintaining A Culture of Professionalism

People~Connect Institute

Dr. Dean Russell

Objectives

• Increase awareness of image, behavior, and role as it relates to library success

• Provide opportunities to explore and practice new protocols

• Learning professional tact and diplomacy as it relates to professionalism

Your Job In This Webinar

• Make a commitment to learn

• Be curious

• Be open to change

• Ask questions if you have them

• Apply, apply, apply

Professionalism

• Describes a certain type of role, image, and behavior in the workplace

• Based on library values and understanding of our library professional roles

• Evidenced in our role, image, and behavior

What Is Professionalism?

The competence or skill expected of a professional.

It is the conduct, aims, or qualities that characterize or mark a profession or a professional

person.

How Professionalism is Judged

• Against a set of expectations or standards

• From our own personal values set and understanding of what “professionalism”means

• May be situational in nature

• Strongly influenced by culture and location

• Is there a difference in locations?

The Problem:

Professionalism is in the eye of the beholder…

Is being a professional a role, image, or behavior?

The Big Five Factors

• Character (Appearance is an important part of portraying a professional

demeanor.)

• Attitude: (Seek out responsibility)

• Excellence ( Improve your skills in time management, goal setting and

communication. )

• Competency (Act as a conservator of assets in a reasonable fashion with

due-diligence.)

• Conduct (Do not view it as just “a job”)

• Ball, J ( May 2001) Professionalism is for Everyone: Five Keys to Being a True Professional, Goals Institute, Incorporated,

Is It Professional?Please use “Rational Detachment”

• Is it ok to have a non-business relationship?

• Is it ok to have inappropriate communication?

• Is it ok to do inappropriate self-disclosure”

• Is it ok to breach confidentiality?

Could The Problem Be You (Supervisor)

• Over self disclosing

• Favoritism for the super worker

• Give the “Us against the world” speech

• Discussing employee salaries, problems, errors with other employees?

• Flirting with…

• Inappropriate dress

• Psychoanalyzing or diagnosing…

Professionalism Tact & Diplomacy

• Diplomacy = having your needs met in a way that doesn’t hurt the other person

• Tact = Taking the feelings of others into consideration and demonstrate understanding

• The art of making a point without making an enemy. Isaac Newton

Professionals Use Tact & Diplomacy

• Saying the right thing in the right place, and leaving unsaid the wrong thing in the tempting moment B. Franklin

• The art of letting someone else have your wayAnonymous

Unprofessional Lack of Tact and Diplomacy

Aggression

• Focus on self-needs only

• Lack of concern for others

• Reckless risk-taking

• Ultimate goal is self preservation

• Task oriented

• I win

InvalidationMost lethal form of emotional abuse

• Denies person’s right to be heard and understood

• Kills confidence, creativity, and individuality

• 1% intentional

• 20% semiconscious (defense mechanism)

• Reality: All of us do at times, most not intentionally

Most Effective BehaviorUsing Assertiveness

• Focus on needs of self and people around oneself

• Using the 5 skills of Listening

• Concern for people

• Thoughtful risk-taking

• Ultimate goal is community preservation

• Relationship-oriented

• We win

Maintain an Internal Compass

▪ Focus on the big picture – rise above the fray

▪ Healthy diet, exercise, and adequate sleep

▪ Let go of needing to be right

▪ Be genuinely curious about people

▪ Know your own, and others’ triggers

▪ Manage emotions

▪ Breathe!

Honesty

▪ Make observations about objects and circumstances, but not people

▪ Say what you want, not what you don’t want

▪ Keep it non-emotional

▪ Focus on common ground: This ____requires…

Delicate People

▪ Easily broken or damaged

▪ Marked by sensitivity

▪ Over-considerate of people’s feelings and pride

▪ Requiring tactful treatment

▪ Respond to small changes

Tips for Delicate Situations

• Be sincere

• Tread lightly

• Take initiative

• Keep it private

• Laugh at yourself

• Use “I” statements

• Use the platinum rule

Tips for Delicate Situations

• Sandwich method

• Tell yourself, the conversation will be over in 10 minutes

• Recognize its hard to hide feelings about a person you disrespect

• Usually more talking is better than censoring someone’s expression of belief

Professionals UnderstandRegional Differences

It’s All Relative…..

•U.S. vs UK, Europe, and Asia

•South

•Midwest

•East Coast

•West Coast

ProfessionalsCurtail “Off-the-Cuff” Responses

• Buy yourself time with contemplative phrases

“How interesting of you to notice…”

“Well, let me see where to start…”

“I’m processing what you’ve said…”

“My interpretation of your comment/question…”

“Why don’t we all turn to a partner and take a moment to process what’s been said…”

Finding Agreement

• Selective agreement and empathy phrases

“I see your point.”

“It’s hard to argue with that.”

“It makes sense that you see it that way.”

“There is some truth to that.”

“You have every right to feel that way.”

“I would be upset, too.”

“Let me summarize what I’m suggesting / hearing…”

24

"Dirty Word" Replacements

Replace the following phrases with

a "Fast and Friendly" phrase:

• "You have to…” _____________________

• "You should have…" _____________________

• "I’ll try…" _____________________

• "You made a mistake” _____________________

• "Your complaint…" _____________________

• "Your problem…” _____________________

• "You can’t…“ _____________________

• "We can’t…” _____________________

• "As soon as possible…"_____________________

• "I’m just trying to help" _____________________

• "There’s nothing I can do…" _________________

• "Why didn’t you…" _____________________

Invalidation

• Ordering

• Threatening

• Preaching

• Giving Solution

• Lecturing

• Criticizing

• Blaming

• Minimizing

• Changing the subject

• Denial

Workplace Etiquette: Rules Review

• GWC

• Be competent

• Be reliable

• Be honest

• Use integrity

• Be self upgrading

• Stay positive

• Be a good listener

• Have appropriate workplace conversations

Workplace Etiquette: Rules Review

• Don't complain

• If you do, complain up, support down

• Take pride in where you work!

• Be “on time” in the morning and all day

• Get to MEETINGS on time

• Early is on-time, on-time is late

• Dress professionally

Workplace Etiquette: Rules Review

• Never say, “I don’t have time”• It’s a given

• If “No” have a reason. “Let me look into that!”

• Be friendly with everyone

• Follow through,… then follow up

• Stay level headed, stay rational, are invaluable traits that make a professional

• Respect differences, but allow no excuses.

• Watch what you post, understand “Netiquette”

Workplace Etiquette: Rules Review

• Continuous competence self development is a pre-requisite in offering professional service at all times

• Make it better!

• Know the 'off' switch as well as the 'vibrate' switch on your phone

• Know how to pronounce the names of people you work with.

• Do not say "Not my area," and turn away; or "That’s typical of them.”

• Avoid office politics and gossip

• Keep confidential, confidential

• Don’t spread gossip

Borderline Words

Give examples that you have heard in the library?

Non Professional Exercises

What was wrong?

What should they do?

What consequence could/would occur

How Could Using The Following Be Unprofessional?

• Social media (Facebook, Twitter, Pinterest, Instagram, the list is endless)

• Email checking, email tone

• Books, magazines

• Phone (Using speakerphone?)

• Conversing

• Talking at the public service desk

• Facial expressions

• Expressing opinions

References

• www.oxforddictionaries.com

• www.goalsinstitute.com

• www.career-advice.monster.ca

• www.smallbusiness.chron.com• The Complete Idiot’s Guide to Business Etiquette by Mary

Mitchell with John Corr, 2000 Alpha Books

• Business Etiquette: 101 Ways to Conduct Business with Charm and Savvy by Ann Marie SabathCareer Press 2002, Franklin Lakes NJ