4.7 - Professionalism

Question 1

Professional appearance

Answer 1

• Match the attire of the current environment
  – Everyone should feel comfortable about their dress
• Formal
  – Some organizations have specific requirements
• Business casual
  – A more relaxed style
• Find the right balance
  – Follow the organization’s lead

Question 2

Avoid being judgmental

Answer 2

• Cultural sensitivity
  – Use appropriate professional titles
• You’re the teacher
  – Not the warden
  – Leave insults on the playground
• Make people smarter
  – They’ll be better technologists
• You’re going to make some BIG mistakes
  – Remember them.

Question 3

Be on time and avoid distractions

Answer 3

• Don’t allow interruptions
  – No personal calls, no texting, no Twitter
  – Don’t talk to co-workers
• Apologize for delays and unintended distractions
  – Create an environment for conversation
  – In person
• Open and inviting
  – Candy bowl can be magical
  – On the phone
  – Quiet background, clear audio
  – Stay off the speakerphone

Question 4

Difficult situations

Answer 4

• Technical problems can be stressful
• Don’t argue or be defensive
  – Don’t dismiss
  – Don’t contradict
• Diffuse a difficult situation with listening and questions
  – Relationship-building
• Communicate
  – Even if there’s no update
• Never take the situation to social media

Question 5

Maintain confidentiality

Answer 5

• Privacy concerns
  – Sensitive information
  – Both professional and private
  – On the computer, desktop, or printer
• Professional responsibilities
  – IT professionals have access to a lot of corporate
  data
• Personal respect
  – Treat people as you would want to be treated