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Effects of Face-to-Face Contact
Appearance  goes  hand  in  hand  with  your speaking  skills.  As  a  point  of  contact  in  your office,   other   people   will   come   to   you   for information  or  answers.  Your  credibility  will be  greatly  strengthened  if  you  look  clean-cut and   squared   away. People  will  anticipate competence  from  you  and  will  be  ready  to listen  to  what  you  have  to  say. ATTITUDE   AND   PERSONALITY Your  attitude  toward  your  work  goes  far in  making  you  a  truly  professional  YN  and  it will  have  an  effect  on  those  you  deal  with. Since  attitude  is  a  frame  of  mind,  it  shows itself  in  different  ways. Your   personality itself  will  generally  determine  your  overall attitude.  By  looking  forward  to  working  and dealing  with  other  people,  you  will  have  that positive  attitude  others  will  notice.  Likewise, if   you   are   not   happy   with   yourself   or   your position,   you   can   be   sure   it   shows   also. Being  a  service  member,  your  military  bearing will  be  used  as  an  indicator  of  what  kind  of worker  you  are  and  what  your  attitude  is. Taking  pride  in  your  appearance  and  acting militarily   correct   to   all   others   will   improve working  relationships  in  the  office  and  with those  who  need  your  services. A  large  part  of  military  bearing  comes from  common  courtesy  in  addition  to  the military  courtesies  and  customs  observed  by fellow   Navy   members.   Always   put   yourself in  the  shoes  of  the  persons  you  are  dealing with.  Deal  with  them  as  you  would  like  to  be dealt  with.  In  turn,  they  will  respond  to  you positively. How  you  perform  in  the  office  is  another part  of  how  you  will  be  judged.  Always  think about  the  job  you  are  doing—are  you  doing  it right? Can   it   be   done   better   or   more efficiently?  Paying  attention  to  details  will ensure  a  job  is  done  right.  There  are  always different   circumstances   influencing   even   the most   routine   task.   You   should   always   keep yourself  thinking  ahead,  checking  for  the  right answer  to  make  sure  you  are  right. One  trait  that  is  looked  for,  required,  and even  demanded  of  a  YN  is  honesty.  You  will be  working  in  offices  with  sensitive  and/or classified    material. You  will  be  put  in positions  of  trust  by  the  officers  you  work  for. The  information  that  you  see,  hear,  or  handle must not be discussed outside the office It may  be  tempting  to  "show  off"  a  bit  to  your friends  about  what  you  know  that  they  don’t know—but  don’t  let  that  happen. Your personal integrity is one of the most important parts  of  being  successful  in  your  career  and  it is  very  much  a  concern  of  those  you  work  for. The   records   you   keep   affect   others’   careers, their  lives  after  the  Navy,  and  become  a  part of  the  Navy’s  history.  You  must  reject  any attempts   to   falsify   or   change   these   records. You   may   be   asked   by   a   friend   or   offered bribes  to  do  this,  The  answer  is  always  no! No  matter  how  small  the  act,  you  will  be letting down your shipmates and the Navy and leaving  yourself  open  to  legal  prosecution. CUSTOMER   SERVICE:   THE   ART OF  DEALING  WITH  PEOPLE As  a  YN,  almost  everything  you  do  will involve   dealing   with   people.   In   this   section we  will  tell  you  about  the  importance  of providing   good   customer   service   to   all individuals  regardless  of  their  status.  We  will describe   what   can   happen   whenever   you provide   good   (or   bad)   customer   service   and the  effects  you  will  have  on  the  image  of  your office,  your  rating,  your  command,  and  the Navy  as  a  whole.  As  a  YN,  you  are  one  of the   most   important   customer   service representatives  in  the  Navy.  We  will  tell  you about  some  of  the  ways  in  which  you,  the YN,   can   improve   the   customer   service environment  of  your  office  so  that  your  office can  effectively  provide  the  type  of  customer service   Navy   personnel   need   and   deserve. We  will  talk  about  your  role  as  a  customer service  representative  and  the  ways  in  which your  attitude,  personal  appearance,  and  pride in  your  job  and  yourself providing   good   customer also  tell  you  about  some play  a  big  part  in service.   We   will of  the  pitfalls  you 1-6

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