Members Only | 08.05.24
Editor’s Message: Professionalism for Tomorrow’s MSP®
By Karen Claxton, MBA, CPCS, CPMSM, FMSP
In NAMSS’ Defining Tomorrow’s MSP®: The Future of the Medical Professional Report, core functional areas and key skillsets are identified for Tomorrow’s MSP. One key skillset is professional presence. Professionalism is a soft skill that can be transferred to future positions in any industry. What does professional presence mean? Merriam-Webster defines professionalism as conduct, aims, or qualities that characterize or mark a profession or professional person. As we work toward elevating our profession, our professional presence becomes even more important. Let’s discuss some of the behaviors that demonstrate professionalism, which includes communication, image, etiquette, dress, appearance, confidence, control, and interactions (EDSI).
Communication involves verbal, written, and nonverbal messages. With technology and social media, our communication presence has expanded. Ohio University recommends three steps for professional communication: 1) Developing the message, 2) Delivering the message, and 3) Follow up on the message. Developing the message includes knowing the audience, deciding on level of formality, being clear and succinct, avoiding slang, checking facts, and using proper grammar and punctuation. Written communications should always be proofread. Verbal communications should be delivered with the following in mind: appropriate preparation, being on time, professional dress, eye contact, appropriate language delivered concisely and articulately, appropriate gestures and body language, and listening. Concise communication can take some practice. Don’t be afraid to ask someone to give you the correct pronunciation of their name. Names are important, and we must strive to use the proper pronunciation.
Communication also involves following up with an email (within 24 hours is recommended), thanking participants for their time, providing follow up to items, and offering to meet again if necessary. I have started receiving email messages from other hospitals with a subject line indicating an affiliation verification is requested, but there will be no content in the email body. Templates and Quick Parts make these re-occurring emails easy to send and maintain professionalism. An email with no message in the body is not a professional written communication. Have you ever answered an email without reading the entire email or reading it thoroughly? I have. It is kind of embarrassing to have to back track and send a second email because your first response was inaccurate or incomplete.
A professional image includes how you look, how you present yourself, and how you act (CareerStone). We have all heard the saying attributed to Will Rogers, “You never get a second chance to make a first impression.” A professional image includes appropriate clothing and positive body language, such as eye contact, good posture, smiling, facing the person, and putting away the cell phone. In this day and age, everyone has their head down with their nose in their cell phone. This is not professional conduct during meetings and educational/professional events. The phone can be checked during breaks. Attitude is also an important aspect of image. Be confident, respectful, polite, positive, and authentic.
Professional etiquette is similar to image. Eastern Washington University suggests, “Etiquette means being comfortable around people and making them comfortable around you.” Know what topics are not appropriate for small talk such as religion, politics, and questions/comments that are too personal. If you are unsure if a topic is appropriate, avoid it. If a meal is part of a meeting, mind your manners such as the napkin on your lap; starting on the outside and working toward your plate when using cutlery; don’t order the most expensive menu item; avoid messy or challenging-to-eat foods; wait until the entire table has served; be cautious when drinking alcohol; and don’t forget to be kind and respectful to the waitstaff. Be sure to RSVP when requested. If your plans change and you are unable to attend an event, be sure to communicate with the organizer. MSPs should be professional in networking and business settings. Appropriate small talk and table manners matter!
Dress and appearance are important aspects of professionalism. Attire should be clean and professional. Underclothes should not be visible, shirts should not be too low cut, and clothes should not be too tight. Do some research on your audience and take your lead from them on appropriate dress. When you are unsure, business casual should be the minimum dress code. Practicing good hygiene is important. Hair and nails should be clean and well maintained. Appropriate attire should extend to virtual meetings.
Professional confidence is belief in your abilities. It is not cockiness, overconfidence, or self-righteousness. Confidence is portrayed with enthusiasm and positivity. The Palmer Group describes truly confident people as those who are not afraid to be wrong, listen more often than they speak, and don’t seek the spotlight. Confident people look for opportunities to elevate others.
Professionalism also includes self-awareness and self-management. Harvard Business Review (HBR) states most people believe they are self-aware, but it is actually a rare quality. They estimate that only 10–15% of research participants were actually self-aware. HBR defines two types of self-awareness: internal and external. Internal self-awareness is how clearly we see our own principles, desires, ambitions, reactions, and influence on those around us. External self-awareness is understanding how other people see us in terms of the same factors. Self-management is the ability to regulate your emotions, thoughts, and behaviors in a productive and professional way. MSPs with self-management skills don’t let emotions control them and don’t lash out at others when upset.
All of the above aspects of professionalism come into play during our interactions with others. We tend to think of professionalism in terms of our workplace, but true professionalism extends to our personal lives. If someone reviewed your social media interactions, would they describe you as professional? Would the grocery store clerk or the waitstaff at your favorite restaurant describe you as respectful and kind? EDSI indicates our professional presence is our personal brand. It is a way of life for today’s and tomorrow’s MSP.
I can’t wait to see you all in Denver!
Resources:
https://employeedevelopmentsystems.com/wp-content/uploads/2015/02/EDSI_InfographicPPCWFinal.pdf
https://www.ohio.edu/acel/career/resources/professional-communication
https://careerstonegroup.com/blog/70/Five-Tips-for-Creating-a-Positive-Professional-Image#:~:text=Attire%20and%20clothing%3A%20How%20you,How%20you%20think%20and%20act.
https://inside.ewu.edu/careercenter/professional-etiquette/
https://www.thepalmergroup.com/resources/blog/five-signs-of-a-truly-confident-person
https://hbr.org/2018/01/what-self-awareness-really-is-and-how-to-cultivate-it