Professional and Connected Vs Casual and Disconnected.pdf 950.79 KB

Language--expressions, vernacular and even some semantics--have changed a lot over the years. This has been reflected in terms that, 20 years ago, meant one thing, and now mean another, or are no longer common or acceptable. This is how history affects language, or vice versa. 

One of the ways that this has happened is in more “casual” language entering customer interactions. For example, when someone thanks an employee or agent, that employee used to say “My pleasure”, or “You’re welcome”. Now, one hears the common refrain of “No problem.” Also, at the same time that it’s not necessarily acceptable to address people in specific ways, it’s also become more common to hear curse words amongst employees when shopping. 

Every organization has common protocols for customer or client interactions, i.e. a law firm is going to communicate differently than a clothing store. Both of these organizations will likely train new employees or contractors as to how to speak in the most practical way for that business to engage. Either way, we feel it is of the utmost necessity--for your acceptance and respect, but also as a barometer or serving another person’s needs--that you conduct yourself in a way that communicates the highest level of professionalism, decency and connection for that organization’s needs. A customer not sounding professional should not be an indication that you should follow suit for you are not representing yourself, you are representing the company that employs and pays you. 

Summary--always tailor your language to reflect the kind of professionalism and respect you would hope to receive. Even if you believe it doesn’t matter to you, you will come to understand the difference in the use of positive communication to fulfill the needs of the customer or the mission of your company. 

Also, let it be said that the use of positive words and inflection in your voice will always come through, because it is an indication of the respect you have for yourself. Energy flows whether you like it or not and sometimes when it’s not wanted so you must be always vigilant about your voice, tone and inflection, which is a no-brainer if you keep being a positive a priority. It works both ways though, as adhering to a high level of professionalism (when you’re not feeling it)  will also teach you to put aside your negative emotions or energy in order to make it about creating a better day for someone else. They will know you care. And--fringe benefit--you may find your bad mood lifting as a separate result.

“Professionalism” as a word may sound like a high ideal, but it’s actually quite simple, and goes like this:

• Never feel or be fake.  Be genuine! 

• Remember that who you are is a beautiful purposeful person, no matter what is happening in your life or your head. 

• See how you can affect someone by taking a high road in your interactions with them.

• Use your voice to affect in a good way.  

• Remember you have vast and interesting experience to share with others. 

• Remain aware of your feelings on any given day--and be willing to let them go too.  

• Show up seeking to make a difference for someone else in your professional and unique way. 

• Appreciate and notice others. This will make them AND you feel good. 

• Professionalism is about making what you do align with the best in yourself and others.

Here is a printable PDF of the above list:

Guide to Perfect(NOT) Professionalism.pdf 154.9 KB

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