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Your Company Image Projected
Through Your Staff
Copyright
© 2007 Yolanda
Burgell
Used
with permission of the author:
Author: Yolanda Burgell
Founder
The Social Skills Academy of South Africa - www.socialskills.co.za
19 November 2007
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to ... Workinfo.com Human Resources Magazine Volume 1 Issue 12,
2007
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“I will pay more for the ability to get on with people
than for any other ability under the sun”
John D. Rockefeller
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Organisations spend fortunes on their buildings,
gardens, furniture, logos, stationery to project their desired
image, whilst they overlook their most important image asset - The
Personnel.
The
client’s expectations are raised with every step into the
environment, just to be let down by an inappropriately dressed staff
member lacking in business protocol and empathy.
In
our country of diverse cultures, many people have not had exposure
to social skills training. They are merely expected to know how to
conduct themselves in the correct, socially accepted way. Companies
should take more seriously the responsibility of development of
their personnel as individuals. An investment in such development
results in employees with sufficient self-esteem and skills to
reflect a positive image of the organisation as well as themselves.
During
a business meal a lack of dining etiquette discredits any academic
or technical skills the individual may possess. It reflects
especially negatively on the organisation that relies on the
guest’s good social manners to excuse their employee’s lack
thereof.
Training
is often given on a "do as you are told" basis without the
staff member understanding the impact of their behaviour on the
client, their colleagues as well as themselves. The understanding of
"why" is essential to bringing about sustainable change in
behaviour.
People
are grappling with the stress of crime, broken relationships, single
parenting before they even walk through the workplace door.
Expecting them to listen with empathy to the client’s needs when
their own needs are not met, is unrealistic.
Focussed
education ensures that the employee has insight into basic human
needs which improves understanding and empathy in communication with
others and empowers them to deal with new interactions.
Improved
self-esteem, a positive attitude and respect for ethics are within
reach when the individual understand their responsibility in making
constructive choices.
Confidence
gained through appropriate dress, dining etiquette and other skills
which project the individual positively sets the tone for an “I
can do this” attitude. Creating an ideal foundation on which
to further develop the more corporate based skills of workplace
protocol and customer service. Customer service education must
include listening skills in order that customers feel heard, valued
and understood.
What
truly makes the ultimate and lasting impression on people is….
THE
WAY WE MAKE THEM FEEL!
Yolanda
Burgell is
a Corporate
Image Consultant. After
two years with the SAA, flying on international routes, Yolanda
lived in Malawi for an exciting 20 years. State Banquets at Sanjika
Palace provided the opportunity to be presented to H.R.H. Princess
Anne and to meet Prime Minister Margaret Thatcher, Vice President Al
Gore and President Ali Hassan Mwinji, among others. A highlight, was
her nomination by the then President, Dr. H. Kamuzu Banda, as a City
Counsellor for Blantyre. Whilst serving as Counsellor, she founded
the 'Adopt a School' program and negotiated donations for the
erection of sanitation blocks at overcrowded schools. This project
resulted in better health for thousands of children. As Corporate
Image Consultant Yolanda worked with Unilever, National Bank of
Malawi, Nedbank, S.A.P., Avitronics, Cathay Pacific and Equity
Aviation. Yolanda's diverse talents include practising hypnotherapy
as a registered member of the International Medical and Dental
Hypnotherapy Association, and being involved as a volunteer
counsellor at Headway, Gauteng, an organization that supports people
with brain injury and their families. She has now joined the Victim
Support Group at Sandton Police Station. She is the founder of The
Social Skills Academy, which offers a variety of
carefully structured courses, for companies or individuals, covering
a broad range of personal development skills and knowledge including
emotional development, customer service interaction, social mastery
and public speaking. Yolanda Burgell may be contacted at 011
783 6574 or http://www.socialskills.co.za
Short
summary
Employees who know how to handle themselves with self-confidence and empathy
in various social situations related to their workplace, are image assets to
their organisations.
Keywords
and relevant phrases
Accountability, appearance, attitude, behaviour, communication,
confidence, customer service, development, dining etiquette, dress,
education, empathy, empowerment, environment, ethics, etiquette,
expectation, image, image asset, impact, impression, interaction,
investment, learning, listening skills, needs, projection, protocol,
respect, responsibility, self-esteem, insight, skills, social
skills, stress, training, understanding, workplace protocol.
Back
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2007
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