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