Developing True Professionals to Serve Customers

by VICTOR S.L.TAN (source: Management Bulletin, Jul/Aug 1994)

True professionals are a rare breed.  As Asian nations strive towards industrialisation and development there is a need to balance economic and material achievements with strong commitment to cultural and moral values.

One way to do this is to develop true professionals in every field both in the public and private sectors.

Defining a True Professional

What makes a true professional? Graduating from training in a specialised body of knowledge or in certain highly esteemed professions does not make one a true professional.

A true professional practices a high level of professionalism. Professionalism lies not in what one knows but rather in the way one practices his trade or vocation.  It is a commitment on the part of a professional to discipline himself to carry out his obligations or duties deemed appropriate, morally responsible and of the highest level of integrity in his job.

There are some professions and trade with broadly-defined codes of ethics which guide their activities.  I believe there are some common characteristics in such codes.  It is not the intention here to discuss the details of the common rules and regulations governing each profession, trade or industry.

However, I would like to share with readers the seven characteristics which a true professional should possess.

• Uncompromising Integrity

Integrity is the most distinguished mark of a professional.  A true professional cannot be bribed; his influence cannot be bought or traded.  He views his character as his main capital of success.  He would not sacrifice his moral principles for any price.

• High competency level

A true professional is one who has expertise in his own special field.  He has great sincerity and enthusiasm in promoting and upgrading his area of practice.  He constantly seeks ways to improve the daily tasks required of his profession.  He takes great effort to build his skills, knowledge and experience to a level which his clients or customers fully appreciate and respect.

His competency allows him to excel and render top quality services.  The satisfaction he receives from the excellent work that he does reinforces his drive to maintain his high level of competency.

• High degree of client-focus

A true professional is sensitive and responsive to his clients or customers. Whatever role he plays, be it an advisor, an information provider, a mediator, a problem solver or a combination of these roles, he is fully committed to give his best.

He takes time to understand the needs of his clients and often goes the extra mile to meet them.

• Excellent interpersonal skills

A true professional has excellent interpersonal skills.  He is diplomatic in handling difficult situations with people. 

He makes people at ease.  He listens well and communicates effectively.  He has the ability to win friends and influence people with his enthusiasm, sincerity, presence, confidence and friendly disposition.  He works well both with individuals and teams.

• Strong commitment to a calling

A true professional has a deep sense of calling in the work that he does.  He works for more than just pay and the comforts of life. He views his profession as a calling to help people solve their problems.  He has a deep sense of pride in his profession and will do everything to protect its reputation.  A great part of his motivation comes from the satisfaction he gets from the positive results he helps achieve for his clients.

• Positive mental attitude

A true professional is a tough-minded optimist.  He has a positive mental attitude towards life in general.  He possess strong determination and perseverance to see things through.  He deals with challenges and difficulties in his profession with a sense of calmness and self-control.  He helps others to see the brighter side of life and encourages them to hang on during moments of crisis.

• Balance in life

One cannot remain for long as a true professional if one does not possess a balance in life.  A professional who totally devotes his time to his works and ignores his family will soon cave in emotionally.  A true professional leads a healthy balanced life, taking time to achieve total development - in terms of intellectual, social, psychological and physical fitness.

A professional may only succeed materially, but a true professional achieves total success and happiness with his fully developed life.  The search for professionalism is a journey within.  It requires great effort and discipline.  And this is what separates true professionals from the masses.  The fruits of professionalism are inner peace, self-fulfillment, respect from others and a sense of pride from helping to enhance the image of the profession.  These are reasons enough for workers to strive to be true professionals.

Islamic Banking Products

compiled by Dr Rosli Yaakob

Since the 1970s, Islamic banking has emerged as a new reality in the international financial scene.  Its emergence is regarded as a manifestation of the revival of Islam and the growing desire of Muslims worldwide to live all aspects of their lives in accordance with Islamic teaching.

For the benefit of the readers, we describe below the various concepts of the Islamic banking products which are available in Malaysia.

AL-WADIAH YAD DHAMANAH (safekeeping with guarantee)

The concept of Al-Wadiah Yad Dhamanah refers to deposits which have been deposited with another person, who is not the owner, for safekeeping.  As wadiah is a trust, the depository becomes the guarantor and therefore, guarantees repayment of the depositors, when demanded. The depositors are not entitled to any share of the profits but the depository may provide returns as a gift (Al-Hibah) to the depositors as a token of appreciation.

AL-MUDHARABAH (profit-sharing)

The concept of Al-Mudharabah refers to an agreement made between a party, who provides the capital and another party (entrepreneur), to enable the entrepreneur to carry out business projects, which will be on a profit-sharing basis, according to predetermined ratios agreed upon earlier.  In the case of losses, the losses are borne by the provider of the funds.

AL-MUSYARAKAH (joint-venture)

The concept of Al-Musyarakah refers to a partnership or joint-venture for a specific business with a profit motive, whereby the distribution of profits will be apportioned according to an agreed ratio.  In the event of losses, both parties will share the losses on the basis of their equity participation.

AL-MUDHARABAH (cost-plus financing) 

The concept of Al-Mudharabah refers to the sale of goods at a price which includes a profit margin as agreed by both parties.  In Al-Mudharabah contracts, the price, other costs and the profit margin of the seller must be stated at the time of the agreement of sale.

BAI' BITHAMAN AJIL (deferred payment sale)

The concept of Bai' Bithaman Ajil is similar to the concept of Al-Mudharabah, except that in this case, the sale of goods is on a deferred payment basis.

BAI' AL-DAYN (debt trading)

The concept of Bai' Al-Dayn refers to debt financing, i.e. the provision of financial resources required for production, commerce and services by way of sale/purchase of trade documents and papers.  It is a short-term facility with a maturity of not more than a year.  Only documents evidencing debts arising from bona fide commercial transactions can be traded.

AL-IJARAH (leasing)

The concepts of Al-Ijarah refers to an arrangement under which the lessor leases an equipment, building or other facilities to a client at an agreed rental.

AL-IJARAH THUMMA AL-BAI' (hiring followed by sale and purchase) 

The concept of Al-Ijarah Thumma Al-Bai' refers to two contracts undertaken separately and consequentially as follows:

(i) Al-Ijarah contract (hiring/renting);

(ii) Al-Bai' contract (sale and purchase)

Under the first contract, the hirer hires the goods from the owner at an agreed rental over a specified period.  Upon expiry of the hiring period, the hirer enters into a second contract to purchase the goods from the owner at an agreed price.  This concept is applicable for financing of consumer goods and durables.

AL-QARDHUL HASAN (benevolent loan)

The concept of Al-Qardhul Hasan refers to an interest-free loan given mainly for welfare purposes. The borrower is only required to repay the principal amount borrowed, but he  may pay an extra amount as a gift (Al-Hibah) at his absolute discretion, as a token of appreciation.

AL-WAKALAH (agency)

The concept of Al-Wakalah refers to a situation where a person nominates another person to act on his behalf.

AL-KAFALAH (guarantor)

The concept of Al-Kafalah refers to the guarantee provided by a person to the owner of a goods, who had placed or deposited his goods with a third party, whereby any subsequent claim by the owner with regard to his goods must be met by the guarantor; if it is not met by the third party.

AR-RAHN (collateralised borrowing)

The concept of Ar-Rahn refers to an arrangement whereby a valuable asset is placed as a collateral for a debt.  The collateral may be disposed in the event of default.

AL-HIWALAH (remittance)

The concept of Al-Hiwalah refers to a transfer of funds/debts from the depositor's/debtor's account to the receiver's/creditor's account where a commission or fee (Al-Ujr) may be charged for such service.

AL-UJR (fee)

The concept of Al-Ujr refers to commission or fees charged for services

source: Bulletin Qariyah Masjid Darul Ehsan, Subang Jaya (1996)

First Impression

Dressing  is the outward expression of a man's state of mind.  It is his attire that tells the world what he thinks of himself.  Dressing neatly and properly is the beginning of one's good virtue.

• Appropriate dressing is an important prerequisite to effective business interaction and social communication.
• Style is acquired through interest, exposure and practice.
• It is important to derive satisfaction from proper dressing as it projects a person's character and status.
• Favourable first impressions are vital for business success, especially in corporate circles.
• Those who present a befitting wardrobe and a dynamic self-image have an edge over others.  They definitely earn the esteem and respect of their colleagues and companion.  In top-notch business echelons, a good corporate image is also bankable.
• In creating a favourable first impression, it is important to complement one's appearance with the power and prestige of one's rank and to dress according to one's profession.

"Clothes make half of the man, the other half is his character and his accomplishment"

"Clothes will not make a gentleman but they can contribute richly to the wearer's sense of well-being and credibility in the eyes of others"

10 Attitudes of Successful Workers

By Kate Lorenz, CareerBuilder.com Editor

Why do some people seem to reach the top of the corporate ladder easily, while others remain stuck on the middle-management rung? You might think that it is just because those people have more of what it takes to succeed, like brains, talent and powerful people in their corner. But there is something else that is just as important: attitude.

Dr. Martin Seligman, an authority on optimism, discovered that attitude was a better predictor of success than I.Q., education and most other factors. He found that positive people stay healthier, have better relationships and go further in their careers. And he even found that positive people make more money.

Anyone can adopt the right attitude. No matter where you are from or how much innate talent you have, the right attitude can make a difference in your career. Try adopting these 10 attitudes of successful workers:

1. I am in charge of my destiny.
If you spend your entire career waiting for something exciting to come to you, you will be waiting a long time. Successful professionals go out and make good things happen. So commit yourself to thinking about your career in an entirely different way. You will make it to the top, and you are in charge of making it happen.

2. Anything is possible.
Think that there is no way you will ever be at the vice-president level? Then you definitely won't. Remember: If you think you can't, you probably won't. Adopt the attitude of The Little Engine That Could -- "I think I can."

3. No task is too small to do well.
You never know when you are going to be noticed. That is one reason to take pride in your work -- all of it. One public relations executive in Chicago said that her first task in the PR department of a ballet company was reorganizing the supply closet. She tackled the project with gusto and was immediately noticed for her hard work and attention to detail. Remember this the next time you feel like slacking because you are working on a menial task.

4. Everyone is a potential key contact.
While you do need to be aggressive in the workplace, you can also go far by being nice to those around you. Do you think it's unimportant to establish a good rapport with your boss's secretary? Well, just try getting your meeting squeezed onto the schedule when you really need it. Be courteous to those around you -- you never know when your past contacts will play a role in your future.

5. I was made to do this job... and the one above me.
If you spend your days feeling like you are not cut out to do the work you are responsible for, your performance will suffer. Your job may not be the perfect fit, but successful workers act like they are in their dream job, no matter where they are.

6. It's not just what I know, but who I know.
Successful workers understand the importance of networking, both in and out of the office. You need to proactively establish professional contacts. Invite a colleague out to lunch. Go to the after-work happy hour. Join your professional association. Do your part to establish a networking path for your future.

7. What else can I do?
Since you are in charge of your destiny, it's your job to look for ways to improve your professional self. Volunteer to take on an extra project. Learn a new skill that will make you more marketable. Stay late to help your co-workers. Successful workers don't just complete the job and sign out -- they look for additional ways to make their mark.

8. Failure will help pave the way to my success.
While it seems like some people never experience setbacks, the truth is everyone fails from time to time. The difference between successful and unsuccessful people is how they deal with failure. Those who find success are the ones who learn from mistakes and move on.

9. I am my own biggest fan.
Have you been waiting for someone in the office to recognize your talents and efforts? Maybe it's time you start tooting your own horn. Step up and talk about your accomplishments and what you have done for the company. Successful workers know how to point out their achievements without sounding boastful.

10. My opportunity monitor is never turned off.
Yes, there will be days when you will want to just be happy with the status quo. But remember that successful workers are always on the lookout for opportunities to improve. Keep your eyes, ears and your mind open to new opportunities -- you never know when you will discover the one that will change the course of your career!

A Women's Thinking for a happier life

Recently, in a large city in Australia ,
a poster featuring a young, thin and tan woman appeared in the window of a gym.
It said, "This summer,
do you want to be a mermaid or a whale?"

A middle-aged woman,
whose physical characteristics did not match those of the woman on the poster,
responded publicly to the question
posed by the gym.


To Whom It May Concern,
Whales are always surrounded by friends (dolphins, sea lions, curious humans.)
They have an active sex life,
get pregnant and have adorable baby whales.
They have a wonderful time with dolphins stuffing themselves with shrimp.
They play and swim in the seas,
seeing wonderful places like Patagonia ,
the Bering Sea
and the coral reefs of Polynesia .
Whales are wonderful singers
and have even recorded CDs.
They are incredible creatures
and virtually have no predators
other than humans.
They are loved, protected and admired
by almost everyone in the world.

Mermaids don't exist.
If they did exist,
they would be lining up outside the offices
of Argentinean psychoanalysts
due to identity crisis. Fish or human?
They don't have a sex life
because they kill men who get close to them, not to mention how could they have sex?
Just look at them ... where is IT?
Therefore, they don't have kids either.
Not to mention,
who wants to get close to a girl who smells
like a fish store?

The choice is perfectly clear to me:
I want to be a whale.

P.S. We are in an age
when media puts into our heads
the idea that only skinny people are beautiful, but I prefer to enjoy an ice cream with my kids, a good dinner with a man who makes me shiver, and a piece of chocolate with my friends.

With time, we gain weight
because we accumulate so much information and wisdom in our heads
that when there is no more room,
it distributes out to the rest of our bodies.
So we aren't heavy,
we are enormously cultured,
educated and happy.

Beginning today,
when I look at my butt in the mirror I will think, ¨Good grief, look how smart I am!¨