M1 - Learner Manual

Presenting a positive image of your organisation[1]  

It is very important that you represent your organisation in a positive way at all times. This is particularly important if you are a key service organisation, as the organisations members and community need to have confidence and trust in you - the people who protect their community.

 

The first thing you can do in order to represent your organisation in a positive way is to be professional. The public will expect to see you dressed in a certain way; for example, if your organisation has a uniform you will need to be wearing it correctly at all times when representing your organisation in public. 

 

You will need to follow the organisation’s procedures on addressing people, distributing information, answering the telephone, etc.

 

It is important for you to realise that when you represent your organisation, you are representing the whole organisation. The way one person acts will reflect on the entire organisation.

 

Members will take notice and form judgments on the image you present. This includes taking notice of your attitude, appearance, facial expressions, the way you address people, tone of voice, courtesy toward others and your overall level of professionalism.

 

It can help if you: 

are sincere & helpful

use the person's name or title 

avoid sarcasm and flippancy

suppress temper outbursts

answer phone calls, emails, letters, etc promptly

make sure all equipment is in a clean and serviceable condition

be helpful when asked questions

thank any people who may assist you.