Roanoke Times
Copyright (c) 1995, Landmark Communications, Inc.
DATE: SUNDAY, July 30, 1995 TAG: 9507280048
SECTION: BUSINESS PAGE: G-3 EDITION: METRO
SOURCE: CAMILLE WRIGHT MILLER
DATELINE: LENGTH: Medium
A: Professional associations do add weight to your resume; they demonstrate full commitment to your profession. There's more, though, than just resume power.
Sherry M. Moses, past president of Valley Network Business and Professional Women's Association, finds that several immediate benefits accompany professional memberships. Moses cites networking as a major advantage.
``When networking with other women, they've been through much of the same thing," she said. "When you have a problem and might feel alone, in these organizations, people have experienced similar events and they help one another."
Moses sees "members networking, trying to find one another jobs, and when we have openings we look to our members for candidates and suggestions. There's a trust there."
Moses recommends membership for the mentoring. "It can't be beat," she said. "I've learned so much from other members. We try to grow professionally and personally."
Consider an organization specific to your profession and one that promotes general professional development. Identify several associations and attend a meeting of each. Join where you feel most comfortable and where your needs are best met.
The Council of Community Services Information and Referral Center of Southwest Virginia (982-2345 or 800-354-3388) has just updated its Civics Directory. The directory, ($10 plus postage) lists civic, cultural, educational, professional, and trade/industrial organizations.
Job candidates need an edge when applying for positions. Professional memberships returns more than the cost of dues if you're actively involved.
Q: Our office is being remodeled. The plans are handled by a senior executive and committee. We haven't been asked our opinion at all. Don't our thoughts count?
A: It's nearly impossible to satisfy every member of an organization; however, soliciting opinions makes sense to ensure organizational loyalty and to stave off potential work flow problems.
Employees identify strongly with their jobs and work space, considering space their own. Just as having an outsider rearrange one's home, having office remodeling take place with no input feels invasive. Proceeding with remodeling without input reinforces the division between management and staff.
Further, supervisors may not take fully into account the havoc wreaked by remodeling. It's helpful if staff members review project timelines and identify problems that may result from remodeling. Questions that need to be addressed include: How will this affect equipment? Does equipment need to be stored or covered during certain phases? Where will work continue as staff are temporarily displaced? How will the noise affect telephone conversations and customer relations? How long will it take? What will the day-to-day impact be on staff morale?
Talk with your supervisor. Express enthusiasm for the final product. Suggest a meeting be called to present the plans to staff members and to make them part of the process. Explain that everyone is interested in helping the process go smoothly. By listening to input, potential problems might be identified, along with solutions, to ensure productivity remains high.
Q: In dealing with customers, I have to put them on hold to find answers to questions. Some are surly when I get back on the line. Is there a way to keep them calm?
A: Make sure you have all necessary information from the customer before placing the call on hold. Full information enables one to find answers without going back to the call and asking additional questions.
Don't tell the caller, "Let me put you on hold for a second" if you know it will take five minutes to track down an answer. Ask if the caller would prefer holding or would rather you return the call. If it's the latter, be sure to return the call as promised.
Letting customers know their time is valued improves relations. It also allows the customer to feel some control in the process.
If the caller agrees to hold and you find it's taking longer to gather a response than estimated, explain the delay. Estimate the additional time needed and repeat your question as to their preference.
No matter how agitated things may be on your end, project calmness and control in your voice. Callers often model attitudes they encounter on the other end; make sure professionalism is the only standard they have to emulate.
There's still time! If you love your job, write and tell us why. Include your name, address, phone number, and your company's name. Responses will be featured in future columns. Send your letter to the address below.
by CNB