Über die Autorin bzw. den Autor

Barbara B. Bergstrom is the executive director of Greetings: Voice - Image - Communications, a leading etiquette and protocol company with offices in Chicago and Orlando. She is also the author of Bound for the Boardroom and its Spanish translation, Rumbo al Éxito Empresarial.

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DON'T FORGET YOUR KEYS

Trafford Publishing

Contents

The Power of Professionalism.....................................3Improving Yourself...............................................5Adversity........................................................8Women and the Glass Ceiling......................................10The Ultimate Greeting............................................15A Rose is a Rose.................................................19Respect..........................................................21Honesty..........................................................23Assumptions......................................................26The Job Market Jungle............................................28Reputation.......................................................30Where Have All the Customers Gone?...............................32Authority........................................................37U.S. Leadership..................................................39Trust Management.................................................43Follow-Through...................................................45Hope and Faith...................................................47Personal Ambition................................................49Barking Dogs.....................................................51Watch What You Say...............................................55Foul Language....................................................58The Rules of Engagement..........................................60Self-Expression..................................................63Listen for Success...............................................65Political and Religious Discussions..............................68Corrective Criticism.............................................73Apology - Magic..................................................75Attitude is "Everything".........................................77The I's Have It..................................................81Business Cards...................................................83Your Paper Package Wardrobe......................................86Your Voice: An Asset or a Liability?.............................89Director of First Impressions....................................91Wardrobe Choices for the Professional............................94Dress for the Occasion...........................................97Hats Off to You..................................................100An Audience Member or Speaker....................................103Your Name in the News............................................105Board Meetings...................................................111Meeting Planning.................................................114Get Opinions.....................................................117Telephone Etiquette..............................................121Telephone Personality............................................124The Angry Caller.................................................126E-Mail Etiquette.................................................128Using Fingers, Forks or Chopsticks...............................137Business Lunch...................................................140In-Home Dining with Upper Management.............................142Holiday Office Party.............................................146Buff et Dining...................................................148Finger Bowl Foibles..............................................151Additional Savvy Dining Skills...................................153The Risky Business of Travel.....................................159Promotional Gift Giving..........................................161Free Advice......................................................163International Perceptions and Misconceptions.....................167Our Flag.........................................................171Dates to Fly the U.S. Flag.......................................174

Chapter One

The Power of Professionalism

We yearn for professional presence in all that we do but truthfully a small percentage of the millions who conduct business daily are truly professional.

Although many amateurs look like professionals in the way they dress and groom themselves, the outward appearance disguises the amateur inside.

Amateurs have a tendency to focus on themselves. Often you will hear them use the pronouns "I" or "me," as a prefix, in the center of most of their communication pattern. The professionals will use "We." They know that they seldom do things single-handedly in business. The amateur is often branded as an egocentric.

Amateurs are concerned about discounts, price and what's in it for them. Often they haggle over who receives the most attention or the biggest slice of the pie. Talking to the client or prospect about how much they can provide or do for them is another signal that an amateur is at work.

A professional listens to the needs of the prospect then goes about filling those needs. Sensitivity to what drives the need becomes a factor. The professional takes measures to assure the need is fulfilled to the benefit of the customer not themselves. Professionals will follow-up, while amateurs leave loose ends untied. Instead of worrying about a piece of the pie, professionals create more and bigger pies.

Professionalism creates a tremendous power because people want to do business with those who are committed to excellence. In turn, excellence creates more business.

It is not good enough these days to just put in a hard days work. You must do what ever it is you do better than your competition to even be considered professional. The basic virtues of respect, dignity, courtesy, honesty and trust are tools needed to be found in the professional's tool box. Professionals go out of their way to assure every client feels their focus and also feels appreciated.

Generally, the professionals love what they do and they continually develop skills and knowledge about their products and services. This enables them to do what they do better than anyone else.

Don't confuse profession with occupation. An occupation is a job - a job that unfortunately so many don't want to be doing in the first place. You've heard the expression, I'm sure, "What I really wanted to do or be in my life was ..."

It is virtually impossible to become a true professional if you really don't even like what you're doing. It is sad but so many people are just putting in their time, doing at best, the least that is expected. Others are dedicated to working very hard, day in and day out, doing something they hate. Most often their career interests actually lie somewhere else hidden in their dreams.

Becoming skilled professionals, who are in demand and prized by industry leaders, doesn't just happen. They must take a keen interest in their career and be producers - make bigger pies, be disciplined and show respect to others at all times. In addition, they must practice diplomacy, be considerate, soft-spoken yet firm and really like people. They must be encouraging, free with praise of others, dress appropriately and do their homework. The professional may also have a few other qualities, which aren't totally without merit, often found in Saints.

Finally, professionals look for and seem to see the invisible and accomplish the impossible. When the power of...