Blog - Professional Courtesy, LLC

Intimidating Professions

May 19, 2010 by procourtesy

I attended my high school class reunion a couple of years ago with two of my best friends. We grew up together and our friendships’ go back to grade school days—a special gift. Each of us chose different educational paths: one became a psychologist, one a bible study leader and I, a former nurse, turned etiquette consultant.

When we arrived at the party and people asked what we were all doing these days we laughed as people looked a little intimidated. I am not sure if they thought the psychologist was going to analyze them, the bible study leader was going to hear their confession or I was going to judge them on their manners. Of course, none of that was the case, but it was hard to miss the initial reactions people had toward our particular professions.
As an etiquette consultant, there are times when I feel like I can clear a table when I tell people what I do for a living. For some reason, people become self-conscious about their manners and social skills when they first meet me. Some even feel the need to apologize for their lack of knowledge.
However, I was not born an etiquette expert. I grew up in, and still live in, the Midwest with middle-class parents. There was no silver spoon, but I was taught to be respectful to all and well mannered at the table. Also, I attended Catholic schools and was taught by good sisters at a time when discipline was emphasized and enforced in schools.
I don’t always look like an etiquette consultant or eat at a table set for multiple courses. I get down and dirty when I work in my yard and even stand and eat over the sink when I’m in a hurry. I love my sweats and put my feet on my coffee table. However, I do know it is important to suit up for a business event and send handwritten thank you notes. I feel comfortable at a seven-course meal or entertaining high-ranking guests. That comfort level has come with years of learning what is required for each situation.
I am often asked why I went into the etiquette business and my answer is simple: I think being well mannered is as important as it is powerful. As the world gets crazier, less civilized, more technically linked and less personally linked, good manners can become a real mark of distinction.
So many people put the emphasis of good manners on the fork. It is not just about the fork! It’s about consideration for others. When that becomes your motivation for what you do you will probably always be perceived in a favorable way by those around you. Keep in mind that there are several levels of manners. I like to break in down to three levels:
• Very formal situations
• Business situations
• Personal or family situations

All require being considerate of others, but you probably will not be having a seven-course dinner on Friday night while watching a movie with your family. The important thing is to know what level is needed when and where.
Do people have an unusual response to your profession? I’d love to hear about it.
Etiquette consultants…what do you tell people you do for a living?

New Medicine, Same Manners, part II

May 19, 2010 by procourtesy

When my late husband and I were first married we lived in an apartment for a short time. The fact that he was a physician seemed to get around the building fairly quickly and led to frequent medical-related questions from other residents. I was used to people asking for his advice, in and out of the office. It seemed to be part of the job and he was always very gracious in responding.

However, the day a neighbor, whom we had never met, presented herself at our door in her bathrobe to get a diagnosis for her rash I felt a line had been crossed. Imagine my surprise when she opened her robe exposing a naked body! Not a pretty picture.
What’s the morale of the story? Be careful not to take advantage of people and their expertise. There is a time and place to seek medical advice from any physician or health care professional. Certainly, family members and good friends in the field can be a great asset in navigating the complexities of health care today and most are eager to help. However, there are some rules to be considered in and out of the office:
• Don’t turn a social event into an ongoing office call. Just because someone is in the heath care field doesn’t mean they are dying to hear about all of your aches and pains
• If you have an office appointment for yourself don’t bring the whole family and expect them to be seen in your time slot
• If you want to add an additional person, call and see if the physician’s schedule can handle it
• Many practices limit the number of complaints that can be addressed at one appointment. If you have multiple issues you may need another appointment or two.
• Bring your medication list with you at every visit
• If medications and/or dosages have changed, be sure to ask if the new medicine is replacing one you have been taking. This helps avoid double dosing.
• Be sure to introduce any friend and/or family member who may go with you to an office visit. Let the doctor know their relationship to you.

A little courtesy and understanding on the patients’ side is important and will be greatly appreciated by the physician and staff. I know…I was once an office nurse.
Please feel free to share your thoughts and experiences regarding this.

New Medicine, Same Manners

April 20, 2010 by procourtesy

New Medicine, Same Manners

The contemporary practice of medicine has taken a major shift for physicians and patients alike. The reasons for this shift are multifaceted: managed care, expenses, insurance, technology, and the list goes on and on.
Certainly, physicians and hospitals find challenges and feel a lack of control as they adjust to the rapid changes in the medical field. Similarly, patients must make adjustments as well, in order to feel they have a sense of control over their health care.
Historically, progress has two sides: we usually have great benefits, but also often lose something that is unique to the old way of doing things. Medicine is no different. The solo practice where the patient has a close one-on-one relationship with the “ole family doctor” is becoming rare.
However, this does not mean a patient has to sacrifice a meaningful relationship and excellent medical care with his or her physician who is a member of a large group. It does mean that the patient may have to shift his thinking or adjust her approach.
Patients who take more responsibility for their health and learn to effectively work with the medical system and their physician’s practice can reduce the miscommunication that is a common complaint today.
Some tips to navigate a modern medical system are:
• Be proactive before you get sick, if possible.
• Learn the routine of your physician’s office.
• Try to see the same physician at every appointment to establish a relationship.
• Learn the names of the medical staff.
• Learn when to place a call to the office. Avoid Monday mornings, before lunch and minutes before the office closes.
• Plan ahead for prescription refills. Don’t wait until the last minute or weekends.
• Learn how to navigate the telephone system by asking for the extension number of the nurse and how to get a “live” person.
• Understand the office’s protocol for emergencies.
• Find out what hospital your physician works in. Many medical groups split the hospitals for efficiency. Your physician may not make rounds or have privileges in your preferred hospital.
• Know the people who are providing your care. If the staff or physician does not let you know who they are, introduce yourself and ask their name and title or position.
• Turn off your cell phone! Taking calls during your appointment is rude and disruptive.
• Understand your physician’s protocol for receiving test results. Some offices only call patients with negative test results. If you are in doubt about the expectations or if you are anxious about test results, call the office.
• Keep a home file for each family member that contains all pertinent health information like: lab results, x-ray results health history and immunization history. This can help avoid errors and having to duplicate immunizations. Providing proof of immunizations is essential for school, work, military enlistment and more.
• List medications on a card and keep it in your wallet in case of an emergency hospital visit.
• Adult children of older parents can be more effective advocates if they keep copies of parent’s records.
• Call ahead and see if your physician is running behind if timely appointments are a concern. Ask again when you arrive and check periodically if your wait is getting lengthy.
• Be familiar with the privacy guidelines and be sure to document the family members who are privy to your medical information.
• Consider taking a family member or trusted friend to your appointments. If you are elderly or have serious medical issues, another person can act as an advocate and help prevent errors in information transmission.
• When making an appointment, note if you need to arrive 15 minutes ahead of your appointment time to fill out paperwork.
• Understand that courtesy is very important and infectious on all sides. Make sure you are considerate.
• If you encounter rudeness from a staff member or physician respond kindly. It will often diffuse the behavior. We all have a bad day, but if it is one individual, and the behavior is persistent, let the physician know. They can’t fix a problem if they don’t know about it.
• Change practices if the personalities and attitudes of a particular office are something you can’t live with. Be sure to let the office know why you left.
• Document serious glitches. For instance , if you call multiple times and no one returns your calls, let management know. Your time is valuable and waiting for long periods of time without a response can hold up progress.

Be a partner with your health care providers…it’s good medicine. Here’s to your health!

Professional Neccessities

April 13, 2010 by procourtesy

PROFESSIONAL NECESSITIES

The term “professional” takes on many meanings depending on the venue in which you work. However, there are certain things that everyone who strives to be at the top of their game should know.

Here is my list of professional essentials:

1. Know how to introduce yourself and others properly.
2. Be able to make appropriate eye contact.
3. Understand the power of a smile and pleasant demeanor.
4. Men and women need a firm confident handshake.
5. Standing for introductions.
6. Business card etiquette.
7. Knowing the art of small talk.
8. Observe Internet courtesy.
9. How to use personal technology courteously.
10.Develop a stationery wardrobe to include correspondence cards for “handwritten” thank you notes.
11. Navigate dining situations for business and pleasure with ease.
12. The ability to work a room and network effectively.
13. Dress for success in all situations.

If you are not confident in all these areas…you may be damaging your chances for getting a job and possibly, keeping it or advancing in it. We are judged much more on our social skills than any of our other talents.

Accounting Isn’t Just About Numbers

March 30, 2010 by procourtesy

A Conversation with Debby Penar

Deborah S. Penar, MBA, Sales and Marketing Specialist/Recruiter for
BKD, LLP accounting firm is my guest blogger. I thank you Debby, for taking your valuable time to share your knowledge and expertise with everyone.

Debby, please tell us what your position at BKD, LLP involves.

I am the Sales & Marketing Specialist and Recruiter for the Fort Wayne and Merrillville offices of BKD. BKD is the 10th largest Certified Public Accounting and Advisory firm in the United States. Being responsible for both the marketing and recruiting for two offices within such a large organization is wonderful. I have an unending variety of responsibilities and each day is different.

When recruiting potential new hires what critical things do you look for?

BKD was selected one of the Best Accounting Firms to Work For by Accounting Today for both 2008 and 2009 http://www.bestaccountingfirmstoworkfor.com/
With that distinction, we truly do look for and hire the best of the best. Technical ability is essential, but that is only the first accomplishment that we require. We hire candidates who are the “entire package.” The folks we hire must have: business acumen, excellent verbal and written communication skills, a change orientation, conceptual thinking/problem solving, initiative, leadership, relationship building, teamwork/collaborative ability and a desire to develop themselves and others.

Where do you look for potential new hires?

We have found BKD team members on college campuses, through resumes sent directly to recruiters, on recruiting websites and through referrals from employees and clients or friends of the firm

How much weight do you put on academic achievement?

Academic achievement is essential, but is only the first hurdle of the interview process. As mentioned above, we are looking for the “complete candidate.”

How important are social skills in your organization?

Our BKDers are professionals and advisors to our clients. Social skills are essential in our business. We take social skills so seriously that as a firm we have incorporated etiquette training into our continuing education.

To advance at BKD what does one need to do.

The first step is to pass the CPA exam. This is a huge accomplishment that launches the career of a certified public accountant. Once this major goal has been completed, one must have a hunger for lifelong learning. The rules and regulations in this profession change constantly. It is essential that our people are continually learning so they can be trusted and valuable business advisors to our clients.

What areas does BKD routinely address in continuing education for employees?

Technical training is a cornerstone of all of our continuing education. BKD routinely provides more continuing education than is required in the industry. Other areas addressed in continuing education are business development, coaching, presentation skills, industry specific knowledge, etiquette and team building.

What would you recommend to young people starting their careers, to focus on to get noticed for a job?

Once they determine their profession of interest, learn as much about the profession and requirements as possible. Know your industry and potential employers. Do your research. If an internship is possible, that is an excellent way to get real world experience and is a great selling point for a candidate. Get involved with the career services office of your school and participate in organizations that will provide networking with potential employers. Have a perfect resume, there is no room for error on a resume, and know that you may meet potential employers anywhere. You only have one chance to make a first impression, so take advantage of that opportunity. Network, network, network.

What would you tell them not to do?

As stated above, do not make any errors on your resume. Be sure that any possible representation of yourself is professional, whether it’s your voice mail greeting, your email address, your social networking site or what you wear. It all represents you.

Do you look at social networking sites to check out potential new hires?

Yes, and have occasionally been unhappily surprised with what I find out there.

Is a handwritten thank you note after an interview a mark of distinction when considering someone for a position at BKD?

A handwritten note is always appreciated. Candidates in our industry seem to understand the importance of a handwritten thank you. What takes it a step further and makes it distinctive is to specifically reference items discussed in the interview and explain what the candidate can bring to our firm based on specifics from the discussion.

Is there anything else that you’d like to share about your position at BKD?

I just wish everyone could find a job they enjoy going to everyday as much as I enjoy mine.

Intimidating Professions

New Medicine, Same Manners, part II

New Medicine, Same Manners

Professional Neccessities

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