Professional Expectations

On this page: Client Service | Appearance and Dress Code | Work Schedule | Punctuality | Absence | Visitors and Socializing | Cell Phones | Computers | Work Styles 

Client Service

As a student employee, you're an extremely valuable ambassador for McGill. When addressing clients (students, staff, faculty, or other community members) whether on the phone, in-person or over email, it is key to be friendly, kind, and helpful. This ensures that they are all treated with professionalism and respect. 

 
TIPS:

• Be proactive: go to clients instead of waiting for them to come to you. Politely greet them at all times: “Hi, how can I help you?”
• Be conscientious of the environment at all times. Pay attention to how you express yourselves - co-workers and clients can hear you
• Encourage them to explore new options if they seem discouraged: "Have you tried ...?"Anticipate your client's needs and surprise them with solutions: “Let’s see if I can find the phone number for that unit”
• Accompany them to the place they are looking for, whenever possible
• If you cannot solve the problem or provide another option, assure the client that you will see that the proper person is notified and ask your supervisor, or another experienced co-worker how to handle it. Never make promises you cannot guarantee!
• Sometimes, apologizing for a problem goes a long way in taking the edge off of a difficult situation. This is because people often simply want to feel empathy for what they experienced.

 Remember, the client should feel like your priority.

Here are some key phrases you can try:

• "I'm sorry to hear that"
• "I understand ..."
• "I hear what you’re saying ..."
• "I'm going to TRY and help you …”

Appearance and Dress Code

Dress code expectations vary across the different units and even within the units, so it is always best to discuss what is acceptable vs. unacceptable with your supervisor. The type of job you have may have specific dress code standards. For example, depending on where you work in Athletics and Recreation, you will be required to wear a certain uniform or business attire (i.e., intramural officials, group fitness instructors, lifeguards, and personal trainers, and students employed in the business office). 

As a student employee, you should:

• Ensure the messages on your clothing are consistent with McGill’s values of promoting a safe, inclusive, and respectful environment.
• Consider avoiding the use of scented products (e.g. perfumes or colognes) to help minimize risks for people with environmental sensitivities, or health issues

Work Schedule

Schedules are created to provide operations and staff with the support needed to achieve day-to-day operations. Supervisors rely on their student employees who are members of their team to be conscientious of this. 

• Find out who you should notify, if you’re are going to be late. Providing advanced notice by letting someone know as soon as possible reflects well.
  • Student employees who are late more than once, could warrant disciplinary action.
• Let your supervisor know if you need to adjust your typical work schedule for exams periods. A bit of planning can go a long way towards avoiding later stress, for you and your team.
• If you are unable to work your scheduled hours, refer to the steps outlined in the In Case of Absence section below.

Punctuality

arriving on time is always important.

• It’s best to arrive approximately 10 minutes before your shift
• To avoid being delayed by unexpected emergencies, you should factor some extra time for your commute.

• Being ready to work at the onset of your shift means that you are dressed in uniform, if you have one.

Remember: Being early is always preferable to arriving late!

Absence

Look over the following steps for what you should do if you're unable to make a scheduled shift:

1. In the event of an illness, or scheduling conflict, alert your supervisor as soon as you know that you will be unable to work and discuss the protocol for finding a replacement.
2. If you don’t hear back, follow-up with your supervisor to confirm that they got your message.
3. If they ask you to find a replacement, check with your colleagues (with whom you share your job duties) to see if they are available to cover your shift.
4. If you are unable to find a replacement, let your supervisor know, so they can start searching for one.

Additional Tips:

• Send an email with the word “ABSENT” in the subject line.
• If unable to reach your direct supervisor, tell another employee to ensure staffing needs are met in your absence (e.g., supervisor on duty).
• Certain roles remain active and open during some holidays and through exams, which can create scheduling conflicts for students with travel plans – be proactive and manage this early on.

Visitors and Socializing

Personal visits should only take place during scheduled breaks or meal times. This also applies to student employees visiting with each other during work hours.

Socializing with colleagues is an important way to build relationships in the workplace, but striking the right balance can be difficult. Please use professional judgement in determining what a reasonable length of time is to spend socializing with colleagues during work time.

Tips:

• Keep chit chat to a reasonable length or saving it for breaks signals to your co-workers that you respect their space.
• Don’t socialize so much that your co-workers perceive you as wasting time.
• Don’t be so intent on proving how hard-working you are, that you don’t socialize enough.

Cell Phones

Whether or not it is appropriate to make/take personal phone calls during work hours will depend on the situation. While this is always acceptable in the case of an emergency, you should use your discretion about whether other situations warrant the use of your cell phone. During meetings, it’s best to put your phone on vibrate.

Computers

Always remember:

• McGill computers are McGill property that should always be used in an ethical, responsible and lawful manner.

• The purpose of work computers is to do work, so this needs to be respected.

• Confidential documents/information must be kept confidential and secure.

Work Styles

As you get to know your co-workers, you will learn about their unique work styles. Be observant. For example, some people want time to get settled into their space first thing in the morning, so you should avoid approaching them first thing with a list of questions. 

Depending on who you need to speak with, you should approach their workspace as if it were an office. Here are some sample openers:

• “Is now a good time?”
• “Sorry to disturb you. I’d like to ask you a quick question.” 
• “Do you have a few minutes to talk about the project? I wanted to get your feedback on several issues.”

If the person is on the phone, leave and come back at another time - it's inappropriate to interrupt unless you are dealing with an emergency.