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The Nature of Professionalism
Workplace professionalism at your organization
Tony Warner
A leader must remember that he is on stage every day. His people
are watching him. Everything he says, and the way he says it,
sends off clues to his employees. These clues affect performance.
The leader is always on stage.
– Marcus Buckingham: First, Break All the Rules
The Leader is always on Stage
The workforce is now primarily composed of
technical and professional occupations.
74%
41%
24%
10%
40%
46%
16% 19%30%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1950 1994 2004
Per
cen
t o
f W
ork
forc
e
Jobs by Skill Level
Unskilled Technical Professional
Pennsylvania Dept. of Labor and Industry
• Professionalism/Work Ethic
• Teamwork/Collaboration
• Communications
• Ethics
Ranked by percent rating as “very important”
(The Conference Board, The Partnership for 21st Century Skills, Corporate Voices for Working Families, and
The Society for Human Resource Management, 2006; as provided by Development Dimensions International)
Most Important Skills Cited by
Employers
The Report Card: Employers report on the
Workforce
(Conference Board et al. provided by Development Dimensions International, Inc.)
Why care about professionalism?
Drives Value in the College with peers, employees and students
Increases productivity and engagement
Grievances often center around professionalism
Employee- builds confidence and moral
Increases your net worth
Employer-Prevents burnout and promotes mutual respect
Roberts , L (October, 2005)"Changing Faces: Professional Image Construction in Diverse Organizational Settings," Academy of
Management Review retrieved from 2009 President and Fellows of Harvard College ,HBS Working Knowledge
DISCUSSION
What is expected from a Practicing Professional on professionalism?
Where do I start?
What is professionalism?
What is professionalism?
Webster’s Dictionary-exhibiting a courteous, conscientious, and generally businesslike manner in the workplace
Social Dictionary-the degree to which an individual possess and uses the knowledge, skills, and qualifications of the profession and adheres to its values and ethics when serving the client
Professional Images
Your professional image is the set of qualities and characteristics that represent perceptions of your competence and character as judged by your key constituents (i.e., clients, superiors, subordinates, colleagues).
As HBS professor Laura Morgan Roberts sees it, if you aren't managing your own professional image, others are.◦ "People are constantly observing your behavior and forming theories
about your competence, character, and commitment, which are rapidly disseminated throughout your workplace," she says. "It is only wise to add your voice in framing others' theories about who you are and what you can accomplish."
Roberts , L (October, 2005)"Changing Faces: Professional Image Construction in Diverse Organizational Settings,"
Academy of Management Review retrieved from 2009 President and Fellows of Harvard College ,HBS Working
Knowledge
What is professionalism?
A set of internalized character strengths and values directed toward high quality service to others through one’s work.
According to American Association of Colleges of Osteopathic Medicine: Excellence Humanism Accountability Altruism
American Association of Colleges of Osteopathic Medicine Characteristics of Professionalism June 2007
Five Keys to Being a True Professional
Character -Aspects of a professional’s character include integrity, honesty, truthfulness, forthrightness, trustworthiness, being responsible, being diligent, doing what is right, and projecting a professional image.
Attitude -Having a professional attitude means, adopting a service mentality, seeking responsibility, having determination, and being a team player.
Excellence- To excel as a professional you must press for excellence, strive for continual improvement, be attentive, and follow instructions.
Competency- Professional competency in your field is a combination of expertise, performance, personal effectiveness, and being a good communicator.
Conduct- Professionals conduct themselves with maturity, manners, loyalty, respect for authority, confidences, confidentiality, and a touch of class.
Ball, J ( May 2001) Professionalism is for Everyone: Five Keys to Being a True
Professional, Goals Institute, Incorporated, The
Credible image /Appearance
Appearance is an important part of portraying a professional demeanor.
What you wear says something about who you are as an employee
To make a good positive impression be well groomed at all times.
Dress accordingly for all important meetings. Dress casually when appropriate- Consider your
activity It’s OK to be relaxed but not OK to be
unprofessional Remember the details
Attitude-
Seek out responsibility Exhibit a never-ending quest to improve our
performance in every variable, every project, every transaction, every relationship
The only one who controls your attitude is yourself. Response +Environment=Outcomes (if you do not
like the outcomes, either change your response or the environment)
Boys, there ain't no free lunches in this country. And don't go spending your whole life commiserating that you got the raw deals. You've got to say, I think that if I keep working at this and want it bad enough I can have it. Lee Iacocca:
Excellence
Align your strengths and acquire the skills necessary- practice continuous improvement
Act with clarity, direction, focus, and decisiveness.
Improve your skills in time management, goal setting and communication.
Ask the right questions at the right time –“discover” your own answers
Exercise Self Control and Self Discipline
Competency
Using data to assess situations or circumstances shrewdly and to draw sound conclusions.
Well informed and perceptive; shrewd with practical understanding
Build the department by design- build a plan and work the plan
Act in the manner and care that an ordinarily prudent person in a like position would exercise under similar circumstances.
◦ Act as a conservator of assets in a reasonable fashion with due-diligence
Act in a manner the Board would reasonably believe to be in the best interests of the College.
◦ Acting beyond personal interests, for the good of the College and the good of the employees
Conduct Be conscious that your work reflects your
inner character Strive for excellence Do not view it as just “a job” Be task-oriented and service-oriented
In regards to employee’s and co-workers◦ Treat others with respect◦ Be courteous and considerate of others’ feelings
◦ Respect others’ political and religious beliefs
Unprofessionalism
According to the Free Dictionary “unprofessionalism is defined as not conforming to the standards of a profession or unprofessional behavior”
Root Cause of Unprofessional Behavior
Where unprofessional behavior exists, it rarely is because of demographic or economic drivers. More commonly, unprofessional behavior exists when leaders allow it to exist by failing to proactively establish and clarify codes of conduct and principles of professional excellence and then communicate and enforce those standards.
◦ In other words, we unknowingly do it to ourselves
Ball,J 3 Steps for Inspiring Professionalism in Your Organization
DISCUSSION
What examples have you observed on un-professionalism?
In my organization/ company?
In my Department?
What role do I have to play on professionalism?
Tools to Support Professionalism
Individual Responsibilities
Boundaries◦ Crossing boundaries
Work-life balance
Rational detachment
Knowledge◦ How is professionalism judged?
◦ Avoiding professionalism pitfalls
Etiquette
Individual Responsibility
Respect for others and their rights Know your boundaries/limits Stay out of others affairs No Gossip Do not handle personal interest at “work” Keep inappropriate language out of
workplace No sexual harassment Regulate personal cell phone usage
Professional Boundaries
Non-business relationships
Inappropriate communication
Inappropriate self-disclosure
Exploitation – money, gifts, people, power
Breaches of confidentiality
Work- life Balance
Manage your time Track how you use your time Plan your days Embrace small necessary interruptions Take a break when you become frustrated Leave personal unexpressed feelings at
the door prior to entering the workplace Determine your values Pay attention to how you communicate
Rational Detachment …..
Rational detachment is the ability to stay in control of one’s own behavior and not take acting-out behavior personally.
◦ Know yourself ◦ What pushes your buttons? Don’t let someone find out
for you. ◦ Recognize your limits◦ What is your tolerance level?◦ Anticipate and have a plan◦ Positive outlets and coping skills◦ Our response can either escalate or de-escalate the
situation.
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 Our Image Our Communication Our Competence Our Demeanor
Professionalism Pitfalls
Over self-disclosure-discussing personal problems Super-Manager, Super-Tech, Super-Worker, Super-__ Special treatment to an employee-bending the rules Selective communication “You and Me against the World” Name calling Threatening Discussing employer/employee issues (salary, staff errors, etc.) Moralizing Ordering Psychological diagnosing Gossip Flirtations Inappropriate dress Gifts
Workplace Etiquette
“The conduct or procedure required to be observed in social or official life.”
Do not take comments or insults personally Show empathy Stay focused Take responsibility Patience really is a virtue Remember the “Golden Rule” Ease their pain
E-Mail “Netiquette”
E-Mail “Netiquette”◦ Subject line should be short and◦ specific◦ Avoid jargon and abbreviations - lol, :)◦ Use short paragraphs◦ Read for content and grammar before◦ sending◦ Be consistent with format◦ Think before you hit “send”
Telephone etiquette
Speak with a normal, pleasant, courteous voice
Identify yourself
Leave brief, clear messages
Return phone calls promptly
No personal calls
Time-management etiquette
SHOW UP ON TIME (Be Punctual)◦ Leave enough time for traffic◦ Arrive early◦ Call immediately if you cannot make-it
Make efficient use of resources and time◦ Ask questions◦ Take notes
Meet all deadlines
Business Etiquette Quiz
http://www.usatoday.com/img/content/flash/getiquettequiz/flash.htm
http://www.quizmoz.com/quizzes/General-Etiquette-Quizzes/b/Business-Etiquette-Quiz.asp
http://www.emilypost.com/business/business_ei_quiz.htm
http://career.sdsu.edu/resources/tutorials/manners/index.html
Mandatory: sign and return toHuman Resources- Professional Development
Professionalism Workshop Contract
I ____________________________ clearly understand the terms and conditions of the Professionalism Workshop and will act accordingly.
Signature Date
Resources
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 Sabath Career Press 2002, Franklin Lakes NJ
www.sideroad.com/Business_Etiquette/index.html