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PROFESSIONAL IMAGE

• The image that one projects about themselves based upon appearance and reputation. Image
can be conveyed professional by the way you dress, the way you speak, the way you respond to
others, and the way that others speak about you.

• Clients and customers judge a company not only by the quality of its products and services but
also by the kind of service personnel who serve them.

• Clients are not particular as to who you are or what your name is. All that they see is “you are
the living image of the company”. Thus the way you look, talk and act will reflect the company
image.

• “Professionalism means avoiding bad habits at work”

Three Dimensions of Professionalism

• Physical Projection
• Verbal Projection
• Behavior and Performance

1. Physical Projection –
appearance, grooming, posture, poise, body language and the aura that he projects
- Look clean and well groomed
- Dress appropriately
- Ladies are advised to “make-up” properly
- Take good care of your hair and use
appropriate hairstyle
- Project an inner glow
- Maintain your poise
- Jewelry
2. Verbal projection
- Being careful with tone, pitch and body
language
- Well-modulated voice
- Spontaneity in expression
- Speaking with authority
- Tactfulness
- Assertiveness in expressing oneself

3. Behavior and Performance

- Positive Attitude – disposition, feelings or moods towards things, circumstances, or people
- Work Ethics - a set of values based on the merits of hard work and diligence, it is also a
belief in the benefit of work and its ability to build a person’s character.
- Adherence to professional/industry
standards of service
- Compliance to standard operating
procedures
- Assertive behavior
- Adherence to work ethics and respect for
protocol
- Being discreet with confidential matters
- - Practice of social graces
Other Professional Characteristics
- Work Characteristics
- Professional Business Attire
- Appearance

1. Work Characteristics- Your work area is another avenue for you to present a positive professional
image because it is an extension of your professional appearance. Your workplace says a lot about your
professionalism and your attitude toward your work.
Work space – it is acceptable to personalize this area, but make sure to keep it professional.
Desk – organized desk
Daily work – quality and quantity of work

2. Professional Business Attire

For Women - a suit or tailored dress in a traditional color such as black, navy blue, brown, beige,
or gray. The skirt should extend to the knee or below and should not have high slits or openings. A
sleeve blouse in light color that complements the color of the suit, closed-toe, low-heeled, conservative
pumps are also suggested.
For Men – a two-piece matched suit in a conservative color such as navy, dark gray, or black. A
long-sleeved dress shirt in white or a light color is also required. Shoes should be either brown or black
leather and polished. Socks should match the suit. A simple leather belt that matches the color of the
shoes should also be worn.

Business Casual Attire - Business casual attire does not mean that anything goes, short skirts and
sundresses are never considered appropriate business attire. Shirt should not be tight or expose too
much skin. Athletic shoes, hiking boots ad sandals are never appropriate.

Other Dress Considerations

- Climate
- Regional environment
- Business environment
- Type of occasion

Eye Contact
- Your eye contact has much to say about you. Avoidance of eye contact can be interpreted as shyness or
inhibition, which in turn indicates your lack of self-confidence.
- In a conversation, your inability to look at someone eye to eye can be interpreted to mean that you are
talking the person for granted or that you are not interested in what he is saying.
- A sneer – eyeball to eyeball contact with the pupils hardly blinking, can be interpreted as hostility and
appears threatening to other people
- An ideal eye contact is focused on the eyes but there must be a break with eyes cast downward. In a
spontaneous eye contact, you may blink the pupil of the eye once in a while. Eye contact must go with
pleasant facial expression.

Body Language and Mannerisms

A type of a nonverbal communication in which physical behaviors, as opposed to words, are used to
express or convey the information. Such behavior includes facial expressions, body posture, gestures,
eye movement, touch and the use of space.
2.

BUSINESS ETIQUETTE and SOCIAL GRACES

Social graces - skills used to interact in social situations. They include manners, etiquette, fashion, and
refinement in movement
Etiquette – a code that governs acceptable behavior developed through customs and enforced by group
pressure.
Business Etiquette– the special code of behavior required in employment situations.
Manners – standards of conduct that show us how to behave in a cultured, polite, or refined way.
Courtesy – exhibiting excellent manners or polite behavior.

Three phrases that are always important to remember

Please
Thank you
I’m sorry.

Social Graces
Social graces are skills used to interact in social situations. They include manners, etiquette, fashion, and
refinement in movement.
- In the Family
- In Public Places
- in the streets
- on the bus, jeep or public vehicle
- in a restaurant
- in church
- at the theater
- at the movies

Table Manners in Cocktail / Parties / Social Events

• When an invitation is addressed to you alone, do not bring other people with you
• If the invitation states RSVP (Respondez Sil Vous Plait), it means you have to confirm your
attendance since you will be reserved a seat
• Be punctual
• Find out the required outfit for the occasion
• When eating pasta, do not cut them, the way to do is to twirl the noodle with your fork

Dining and Restaurant Etiquette

• the guest should always order first

• order items that are easy to eat
• leave your cell phone behind or turn it off
• sit up straight and keep your elbows off the table
• do not eat too quickly or too slowly. Try to keep pace with the others at the table
• never chew with your mouth open or try to speak with food in your mouth
• if you use the wrong piece of flatware, do not panic
• once you pick up a piece of cutlery, it should never touch the table again.

Manners in Conversations

• in a party keep conversations with strangers short, maybe 5 or at most 10 minutes for you to be
able to mix and mingle with others.
• approach guests gently and introduce yourself.
 • respect personal space
• if you will have to greet celebrities or highly placed officers, do not linger to long with them as
their time is precious.
• circulate around and interact to many people
• never monopolize conversations
• avoid asking too private or sensitive questions
• avoid green jokes

•
LEARN TO USE HANDSHAKES APPROPRIATELY

• Make a handshake warm and firm

• The lady should first offer a handshake
• If you are being introduced to a person of higher authority, wait him/her to offer a handshake
before extending your hand
• Ladies should not offer their hand with their palm down

GETTING ACQUAINTED
Introducing People to One Another

Young and old person - Introduce a younger person to an older one.

“Mom, this is Mary my friend”
Woman and man - Introduce a woman to a man.
“Miss Samson, meet my good friend Frank. Frank this is Miss Samson”
Same sex – Introduce the younger to the older person.
Colleagues in your company and another company - Introduce a colleague from your own company to a
colleague in another company.
Officer and non-officer - Introduce a non-officer to an officer.
“Captain Bravo, this is Mr. Reyes, my officemate”.
Officers of various ranks - Introduce a lower ranking officer to a high-ranking officer.
“Sir Larry, this is James, our coffee shop supervisor”.
Peer or co-worker and a client/customer – Introduce a company peer to a customer or client.
“Mr. Santos, this is Nardo, one of our desk clerks.”
If you forget the name, just mention the position title like Mr. President, I’d like you to meet Ms. Cruz.”

Business Etiquette

• Greeting
• Punctuality
• Smoking
• Telephone Manners

Telephone Manners
Placing a Call
-have a definite purpose for calling
-identify yourself and your company
-speak clearly into the phone
-if you encounter someone’s voicemail, state your name, organization, reason for calling
and give your telephone number
 Receiving a Call

-be prepared to answer

-answer promptly
-put a smile in your voice
-identify yourself and your company
-if you have a hold button, use it properly
-complete calls courteously, make the customer feel important

3.
PERSONALITY

What is Personality?
- The sum of the qualities that distinguish one from everyone else.
- The totality of one person
- It is a stable configuration of feelings, attitudes, ideas and behavior that characterize an individual,
making him unique and different from others.

Different Aspect of Personality

-Biological
-Emotional
-Psychological
-Socio-cultural
-Moral and Spiritual

Pleasing Personality
-A well-adjusted personality that is capable of winning goodwill and respect
- Mature
- Capable of making a positive impression
- Approachable
- Nice to be with
- Can handle difficult people and difficult situation

Determinants of Personality
Heredity - genes transmitted by parents determine a person’s physical and biological characteristics
Social Environment - consists of individuals, groups and institutions with whom we interact from
childhood to adulthood
Personality is the product of the combined hereditary characteristics transmitted through the genes
(heredity) and acquired, learned characteristics through the socialization process.

How is personality revealed?

The Importance of Studying Personality

-To improve our own personality
-To understand others so that we can adjust to them and have harmonious relationship with them.

Types of Personality
1. Tradition-Oriented Personality
one that places a strong emphasis on doing things the same way that they have always been done.
Individuals with this sort of personalities are less likely to try new things and to seek new experiences.
2. Inner-Directed Personality
are guilt oriented, their behavior is strongly controlled by their conscience, they are conscious and
cautious.
3. Other-Directed Personality
ambiguous feelings about right and wrong. When they deviate from a societal norm, they usually don’t
feel guilty.

10 Ways to Improve Your Personality

Be a better listener
Read more and expand your interest
Be a good conversationalist
Have an opinion
Meet new people
Be yourself
Have a positive outlook and attitude
Be fun and see the humorous side of life
Be supportive of others
Have integrity and treat people with respect

4.

Customer Service

Importance of Customer Service

- Effective customer service is very important in achieving the company’s goal. Customers who are not
satisfied with the service they receive are likely to take their business elsewhere in the future. On the
other hand, customers who are pleased and satisfied with the service they receive are more likely to
buy from that company again.

DEVELOPING CUSTOMER FOCUS

-Customer is someone who buys or uses the products or services of a company or organization.
-Customer service is often defined as the ability of an organization to consistently give customers what
they want and need
- Customer focus the attitude and commitment of providing high-quality customer service to all their
customers.

External Customers - are the people or other organizations that buy or use the products and services
provided by the organization.
Internal customers - are departments or employees within an organization who use the products or
services provided by others within the organization.

Customer Focus Strategies

Show Respect for Customers

Seek Customer Input
Go the Extra Mile
Maintain Effective Relationships
Take Responsibility
Explain the Situation
Follow up on the Issue
Keep a Positive Attitude
Handling Visitors

Greeting the visitor

Screening the visitor
Admitting visitors
Making introductions
Assisting waiting visitors
Handling delays and interruption
Handling problem visitors

Keeping Appointments

Scheduling appointments
Avoiding unkept appointments
Refusing appointments
Cancelling appointments