Frontline Presence

Using Professional Presence to Maintain Effective Frontline Relationships

All frontline professionals in service-focused environments must possess the ability to effectively evaluate client needs as well as present information effectively and professionally. Frontline employees are often met by people who are experiencing frustration. Therefore, professional presence becomes critical in maintaining a calm, caring atmosphere that ensures an effective work and service environment for everyone.

Each workshop attendee will be introduced to particular aspects of personal presence and learn to regard them as critical tools in creating an effective, motivating, and customer-focused environment.

Learning Objectives

• Understand the critical importance of professional presence in all work-related relationships and interactions
  
• Gain a clearer understanding the various contextual and culturally-based aspects of professional presence
  
• Understand the various components of professional presence
  
• Physical components of professional presence: dress, demeanor, facial expression, body language, etc.
• Virtual components of professional presence: telephone and email etiquette, vocal tone, etc.