Professional Courtesy, LLC

Karen Hickman specializes in Etiquette and Protocol Consulting and is based out of Fort Wayne, IN | TEL: 260-486-7758

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A Few of My Un-Favorite Things

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A Few of My Un-Favorite Things
 As someone who teaches etiquette and protocol to professionals I have noticed a lot of things over the years that could and should be done better by professionals. Here is my top 10 list of  un-favorite things that I notice people doing in professional settings.

#1. The limp handshake. In the American culture, a firm handshake is expected from men and women, in the gender neutral business arena. Connect palm to palm firmly. Shake from the elbow, two pumps are enough, and then release. If in doubt about your handshake, have a friend evaluate it.

#2 Gum chewing. I am often surprised to see people in professional settings chewing gum. Gum chewing is a solitary activity. In other words, don’t chew gum in public.

#3 Poor table manners. So much of business today, is conducted over a meal. If you are unsure of what to do in dining situations take a class or get a book on table manners.

#4 Restaurant wait staff clearing plates in haste. Ideally, everyone starts the meal together and finishes together. Removing plates before everyone is done puts undo pressure on those who have not finished their meal.

#5 Take home boxes on the table. If taking home food from a restaurant, which you shouldn’t do at a business meal or when you are a guest, wait until everyone is finished. Have the wait staff box up your left overs in the kitchen and hand it to you as you leave.

#6 Responding with “no problem.” Responding to someone’s “thank you” with “no problem” suggests that there was a problem. A sincere “you’re welcome” or “my pleasure” is the best response.

#7 Addressing everyone by their first name. In today’s more casual environment many people, especially young people, feel it is okay to call everyone by their first name. Err on the side of formality and you will always be safe. If someone wants you to call them by their first name, they will let you know.

#8 People preoccupied with their technology. Checking messages or texting in front of others suggests that they are not as important as your messages. Stay in the moment. Check your messages and send your texts in private.

#9 Over sharing on social media. Be careful with too many “selfies” on social media. It can appear narcissistic. Everyone doesn’t need to know every thought that comes into your head. And avoid ranting and raving about politics and hot button news stories.

#10 Posting photos without permission. Don’t post photos or information about others on social media without their permission.

What are some of your pet peeves when it comes to lack of courtesy in others?

Navigating A Modern Medical Practice

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Navigating A Modern Medical Practice
The contemporary practice of medicine has taken a major shift for physicians and patients alike. The reasons for this are multifaceted:  managed care, expenses, insurance, technology…the list goes on and on. Certainly, physicians and hospitals are finding it challenging and feeling a lack of control as they adjust to the rapid changes in the practice of medicine. And so, patients must make adjustments as well, in order to feel they have control over their health care

Historically, progress has two sides to it. We usually have great benefits, but we often lose something that is unique to the old way of doing things. Medicine is no different. The solo practice where a patient and the “ole family doctor” have a close one–on-one relationship is becoming rare.  However, this does not mean a patient cannot have a meaningful and effective relationship with their physician in a large group and get excellent medical care. It does mean that the patient may have to shift their thinking and adjust their approach. Patients who take more responsibility for their health and learn to work the system and their physician’s practice effectively can reduce the poor communication that is a common complaint today.

Some tips to navigate a modern medical system are:

  • Be proactive before you get sick, if possible.
  • Know the routine of your physician’s office.
  • Try to see the same physician at every appointment to enhance continuity of care  and to establish a relationship.
  • Learn the names of the medical staff you deal with, in person, and when you place a call.
  • Learn when to place a call to the office. Avoid Monday mornings at 9 am, before lunch and minutes before the office closes.
  • Ask for, and keep copies of your own health record and that of your family members.
  • Plan ahead for prescription refills. Don’t wait until week-ends or the last minute.
  • Learn how to navigate the telephone system by asking for the extension number of the nurse and how to get a “live” person.
  • Understand their protocol for emergencies.
  • Find out what hospital your physician goes to? 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/ 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  in doubt about the expectations or if you are anxious about a test results, call.
  • 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.
  • Take notes or ask if you can record the conversation for other family members.
  • Note when making an appointment if it is essential to arrive 15 minutes ahead of your appointment time to fill out paper work.
  • Understand that courtesy is infectious on all sides and very important. 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.

Sooner or later we all become consumers of the medical system, even physicians. Staying informed and up to date will help with the frustrations that plague the modern practice of medicine. Dr. Welby, as we knew him, may be passé, but there are many fine caregivers who have replaced him. On the surface, their style, accompanied by advanced technology may make things seem very different, but the ultimate goal of most physicians is to care for people and make them better.

Jacqueline Whitmore’s New Book Release

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Congratulations to my friend and colleague, Jacqueline Whitmore, on the release of her second book, Poised For Success. In this book she talks about the four qualities that distinguish outstanding professionals. As in her first book, Business Class, Jacqueline succinctly and effectively offers advice that will enhance the lives of everyone who reads this new book. She guides us through the essence of good manners; consideration for others. And helps us understand that real graciousness isn’t just about using the right fork.

Her book is in book stores now and on Amazon.com

http://amzn.to/nNtJHj

Intimidating Professions

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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?

Essentials for Health Care

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Essentials in Healthcare
It is no doubt the technical training of a physician or dentist is of utmost importance in his or her practice. The expertise of a knowledgeable professional allows for trust and loyalty from patients. And yet, many patients don’t develop that trust and loyalty, no matter how skilled the medical and dental care, because of the unprofessional treatment they’ve encountered on the way to the examination room. 
 
Too often, as practices continue to grow larger, compassion in medicine and dentistry is forfeited through lengthy holds when scheduling appointments, an unprofessional air in the office, impersonal first impressions, and overall insensitive actions from the office staff. And this has a measurable effect on patient relations: research show us that up to one-third of malpractice suits stem from bad behavior on the part of the doctor or staff. 
 
As a former nurse and longtime member of the Fort Wayne (Indiana) Medical Society-Alliance, I understand health care. And as a trained expert in etiquette and protocol, I understand the importance of professional courtesy. Marrying my experiences in medicine and etiquette, I’m able to effectively address the growing perception of unprofessional medical and dental practices and then provide teams the tools they need to create a distinguished and caring practice. 
 
Recently, I was able to partner with the Fort Wayne Medical Society-Alliance to provide the Fort Wayne Medical Society with what the Alliance titled “Compassion in Medicine,” a researched-based educational seminar and comprehensive training program. I had the opportunity to enlighten over 200 office staff, receptionists, administrators, nurses, clinicians, and office managers with my Professional Courtesy Essentials program. The staff members learned how to professionally apply communication skills, conflict management, technology etiquette, and the development of a positive cultural philosophy while participating in role-play scenarios to better understand and relate to the patients. Further, the Alliance used the seminar as a fundraiser and contributed $15,000 to community charities related to health care and health education.  
 
The partnership between my Professional Courtesy Essentials program, the medical society, and the alliance created the opportunity to meet the goals of continuing education; excellence in health care; and care for patients, their families, and the community. I would be delighted to share this valuable and important message with you and your alliance and community, while educating and encouraging what I am sure is already excellent medical and dental care from your local medical or dental association. Please feel free to contact me for more information about the program and the opportunity to increase the professionalism in medicine and patient satisfaction. 

Sincerely, 

Karen Hickman

Company Profile

Founded in 1999, the mission of Professional Courtesy and Karen Hickman is to present programs of the finest quality with the highest degree of professionalism.

The purpose of the seminars and programs is to enable professionals, executives, and individuals to conduct business in diverse cultural arenas with ease.
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Contact Us

Professional Courtesy, LLC
Etiquette/Protocol Consultants
P.O. Box 15353
Fort Wayne IN 46885-5353

Telephone: 260-486-7758
Facsimile: 260-486-7758
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