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© 2010 Thomson South-Western Instructor Only Version CHAPTER 11 CHAPTER 11 Professionalism Professionalism at Work: Business at Work: Business Etiquette, Ethics, Etiquette, Ethics, Teamwork, and Teamwork, and Meetings Meetings

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Page 1: Ch11 instructor

© 2010 Thomson South-WesternInstructor Only Version

CHAPTER 11CHAPTER 11

Professionalism Professionalism at Work: Business at Work: Business Etiquette, Ethics, Etiquette, Ethics, Teamwork, and Teamwork, and

MeetingsMeetings

Page 2: Ch11 instructor

Chapter 11, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 8e

Defining Professional Defining Professional BehaviorBehavior

Civility – respect for others Polish – first impressions, voice quality, listening Manners – proper attire, comportment, dining

etiquette Social intelligence – sensitivity, perception of

others and situations Soft skills – personal qualities, habits, attitudes,

communication skills, social graces Ethics – integrity, honesty, desire to treat others

with respect and dignity

Page 3: Ch11 instructor

Chapter 11, Slide 3Mary Ellen Guffey, Essentials of Business Communication, 8e

How to Be Professional How to Be Professional on the Jobon the Job

Be punctual. Speak and write clearly. Apologize for errors or misunderstandings. Accept constructive criticism.

© ISTOCKPHOTO.COM / JACOB WACKERHAUSEN

Page 4: Ch11 instructor

Chapter 11, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 8e

How to Be Professional How to Be Professional on the Jobon the Job

© ISTOCKPHOTO.COM / JACOB WACKERHAUSEN

Present yourself pleasantly with good hygiene and grooming.

Choose attractive, not distracting, business attire.

Demonstrate self-control. Avoid public arguments and

disagreements, including in written documents and e-mail.

Page 5: Ch11 instructor

Chapter 11, Slide 5Mary Ellen Guffey, Essentials of Business Communication, 8e

How to Be Professional How to Be Professional on the Jobon the Job

Avoid even the smallest lies at all cost. Pay for services and products promptly. Keep confidential information confidential. Avoid vengeful behavior when you feel wronged.

© ISTOCKPHOTO.COM / JACOB WACKERHAUSEN

Page 6: Ch11 instructor

Chapter 11, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 8e

How to Be Professional How to Be Professional on the Jobon the Job

© ISTOCKPHOTO.COM / JACOB WACKERHAUSEN

Follow through on commitments. Keep promises and deadlines. Deliver only work of which you can be proud. Be prepared for meetings. Show a willingness to share expertise.

Page 7: Ch11 instructor

Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 11, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e

Use emphasisto expressmeaning.

Use emphasisto expressmeaning.

Adjust yourvolume

and rate.

Adjust yourvolume

and rate.

Controlyourpitch.

Controlyourpitch.

Work onyour voice

quality.

Work onyour voice

quality.

Improveyour

pronunciation.

Improveyour

pronunciation.

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Page 8: Ch11 instructor

Chapter 1, Slide 8Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 11, Slide 8Mary Ellen Guffey, Essentials of Business Communication, 8e

Improveyour

pronunciation.

Improveyour

pronunciation.

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

naturally – not natcherlyaccessory – not assessorydon’t you – not doncha

Page 9: Ch11 instructor

Chapter 1, Slide 9Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 11, Slide 9Mary Ellen Guffey, Essentials of Business Communication, 8e

Work onyour voice

quality.

Work onyour voice

quality.

Improveyour

pronunciation.

Improveyour

pronunciation.

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Do you sound friendly, alert, or positive? Do you sound angry, slow-witted, or

negative?

Page 10: Ch11 instructor

Chapter 1, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 11, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 8e

Controlyourpitch.

Controlyourpitch.

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Avoid a flat, monotone voice. Strive for a variety of pitch patterns.

Work onyour voice

quality.

Work onyour voice

quality.

Page 11: Ch11 instructor

Chapter 1, Slide 11Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 11, Slide 11Mary Ellen Guffey, Essentials of Business Communication, 8e

Adjust yourvolume

and rate.

Adjust yourvolume

and rate.

Controlyourpitch.

Controlyourpitch.

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Speak as loudly or softly as the occasion demands.

Don’t make your listeners strain to hear you. Don’t speak too rapidly.

Page 12: Ch11 instructor

Chapter 1, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 11, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 8e

Use emphasisto expressmeaning.

Use emphasisto expressmeaning.

Adjust yourvolume

and rate.

Adjust yourvolume

and rate.

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Using Your Using Your Voice as a Voice as a

Communication Communication ToolTool

Stress those words that require emphasis. A lower pitch and volume make you sound

professional or reasonable.

Page 13: Ch11 instructor

Chapter 11, Slide 13Mary Ellen Guffey, Essentials of Business Communication, 8e

Promoting Positive Promoting Positive Workplace RelationsWorkplace Relations

Use correct names and titles. Choose appropriate workplace

topics. Avoid negative remarks. Listen to learn. Give sincere and specific praise. Act professionally in social situations.

Page 14: Ch11 instructor

Chapter 11, Slide 14Mary Ellen Guffey, Essentials of Business Communication, 8e

Responding Professionally Responding Professionally to Workplace Criticismto Workplace Criticism

Listen without interrupting.

Determine the speaker’s intent.

Acknowledge what you are hearing.

Paraphrase what was said.

Ask for more information if necessary.

Agree—if the comments are accurate.

Page 15: Ch11 instructor

Chapter 11, Slide 15Mary Ellen Guffey, Essentials of Business Communication, 8e

Disagree respectfully and constructively— if you feel the comments made are unfair.

Look for a middle position.

Learn from criticism.

Responding Professionally Responding Professionally to Workplace Criticismto Workplace Criticism

Page 16: Ch11 instructor

Chapter 11, Slide 16Mary Ellen Guffey, Essentials of Business Communication, 8e

Offering Constructive Offering Constructive Criticism on the JobCriticism on the Job

Mentally outline your conversation.

Use face-to-face communication.

Focus on improvement. Offer to help.

Be specific. Avoid broad generalizations.

Discuss the behavior, not the person.

Use “we” rather than “you.”

Page 17: Ch11 instructor

Chapter 11, Slide 17Mary Ellen Guffey, Essentials of Business Communication, 8e

Encourage two-way communication.

Avoid anger, sarcasm, and a raised voice.

Keep it private.

Offering Constructive Offering Constructive Criticism on the JobCriticism on the Job

Page 18: Ch11 instructor

Chapter 11, Slide 18Mary Ellen Guffey, Essentials of Business Communication, 8e

PlacingCalls

ReceivingCalls

Practicing Professional Telephone, Practicing Professional Telephone, Cell Phone, and Voice Mail EtiquetteCell Phone, and Voice Mail Etiquette

Page 19: Ch11 instructor

Chapter 11, Slide 19Mary Ellen Guffey, Essentials of Business Communication, 8e

Making Calls ProfessionallyMaking Calls Professionally

Plan a mini agenda. Use a three-point introduction.

1. Your name2. Your affiliation3. A brief explanation of why

you are calling Be brisk if you are rushed.

Page 20: Ch11 instructor

Chapter 11, Slide 20Mary Ellen Guffey, Essentials of Business Communication, 8e

Making Calls ProfessionallyMaking Calls Professionally

Be cheerful and accurate. Be professional and

courteous. Bring it to a close. Avoid telephone tag. Leave complete voice-mail

messages.

Page 21: Ch11 instructor

Chapter 11, Slide 21Mary Ellen Guffey, Essentials of Business Communication, 8e

Receiving Calls ProfessionallyReceiving Calls Professionally

Answer promptly and courteously. Identify yourself immediately. Be responsive and helpful. Be cautious when answering calls for

others. Take messages carefully. Leave the line respectfully. Explain when transferring calls.

Page 22: Ch11 instructor

Chapter 11, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 8e

Using Cell Phones for BusinessUsing Cell Phones for Business

Be courteous to those around you.

Observe wireless-free quiet areas.

Speak in low, conversational tones.

Take only urgent calls. Drive now, talk later. Choose a professional ringtone

or select vibrate mode.

Page 23: Ch11 instructor

Chapter 11, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 8e

On theReceiver’s

End

On theCaller’s

End

Making the Best Making the Best Use of Voice MailUse of Voice Mail

Page 24: Ch11 instructor

Chapter 11, Slide 24Mary Ellen Guffey, Essentials of Business Communication, 8e

On the Receiver’s EndOn the Receiver’s End

Don't overuse voice mail. Set the number of rings appropriately. Prepare a professional, concise, friendly

greeting. Test your message. Change your message as necessary. Respond to messages promptly. Plan for vacations and other absences.

Page 25: Ch11 instructor

Chapter 11, Slide 25Mary Ellen Guffey, Essentials of Business Communication, 8e

On the Caller’s EndOn the Caller’s End

Be prepared to leave a concise, complete message.

Use a professional, courteous tone. Speak slowly; articulate your words. Be careful with confidential information. Don't make assumptions.

Page 26: Ch11 instructor

Chapter 11, Slide 26Mary Ellen Guffey, Essentials of Business Communication, 8e

Becoming a Team Player in Becoming a Team Player in Professional Groups and MeetingsProfessional Groups and Meetings

Better decisions Faster response Increased productivity Greater buy-in Less resistance to change Improved employee morale Reduced risks

Why Businesses Forms Teams

Page 27: Ch11 instructor

Chapter 11, Slide 27Mary Ellen Guffey, Essentials of Business Communication, 8e

Becoming a Team Player in Becoming a Team Player in Professional Groups and MeetingsProfessional Groups and Meetings

Setting rules and abiding by them. Analyzing tasks and defining problems. Contributing information and ideas Showing interest by listening actively Synthesizing points of agreement

Positive Team Behaviors

Page 28: Ch11 instructor

Chapter 11, Slide 28Mary Ellen Guffey, Essentials of Business Communication, 8e

Becoming a Team Player in Becoming a Team Player in Professional Groups and MeetingsProfessional Groups and Meetings

Blocking ideas and suggestions of others Insulting and criticizing others Wasting the group’s time Making inappropriate jokes and

comments Failing to stay on task Withdrawing, failing to participate

Negative Team Behaviors

Page 29: Ch11 instructor

Chapter 11, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 8e

Small size, diverse makeup

Agreement on purpose

Agreement on procedures

Ability to confront conflict

Use of good communication techniques

Ability to collaborate rather than compete

Shared leadership Acceptance of ethical

responsibilities

Characteristics of Successful Characteristics of Successful Professional TeamsProfessional Teams

Page 30: Ch11 instructor

Chapter 11, Slide 30Mary Ellen Guffey, Essentials of Business Communication, 8e

Conducting Productive Business Conducting Productive Business and Professional Meetingsand Professional Meetings

Duringthemeeting

Beforethemeeting

Ending themeeting and following up

Page 31: Ch11 instructor

Chapter 11, Slide 31Mary Ellen Guffey, Essentials of Business Communication, 8e

Determine your purpose. Decide how and where to meet. Organize an agenda. Include date and place,

start and end times, topics in order of priority and names of people responsible, time for each topic, and meeting preparation expected of participants.

Invite participants.

DuringEnding and

following upBefore

Conducting Productive Business Conducting Productive Business and Professional Meetingsand Professional Meetings

Page 32: Ch11 instructor

Chapter 11, Slide 32Mary Ellen Guffey, Essentials of Business Communication, 8e

Start the meeting on time. Summarize the meeting goal, provide

background, offer possible solutions, review the tentative agenda, and announce ground rules.

Move the meeting along by encouraging all to participate, discouraging monopolizers, and avoiding digressions.

Before Ending and following upDuring

Conducting Productive Business Conducting Productive Business and Professional Meetingsand Professional Meetings

Page 33: Ch11 instructor

Chapter 11, Slide 33Mary Ellen Guffey, Essentials of Business Communication, 8e

When the group reaches a consensus, summarize and ask for confirmation.

If conflict develops, encourage each person to speak and let groups decide on a direction to follow.

Before Ending and

following upDuring

Conducting Productive Business Conducting Productive Business and Professional Meetingsand Professional Meetings

Page 34: Ch11 instructor

Chapter 11, Slide 34Mary Ellen Guffey, Essentials of Business Communication, 8e

To control dysfunctional group members, lay down rules, seat potentially dysfunctional members strategically, avoid direct eye contact, assign them tasks, ask members to speak in a specific order, interrupt monopolizers, and encourage nontalkers.

Before Ending and

following upDuring

Conducting Productive Business Conducting Productive Business and Professional Meetingsand Professional Meetings

Page 35: Ch11 instructor

Chapter 11, Slide 35Mary Ellen Guffey, Essentials of Business Communication, 8e

Conclude the meeting at the agreed time.

Summarize decisions. Review deadlines and

responsibilities for action items.

DuringBefore Ending and

following up

Conducting Productive Business Conducting Productive Business and Professional Meetingsand Professional Meetings

Page 36: Ch11 instructor

Chapter 11, Slide 36Mary Ellen Guffey, Essentials of Business Communication, 8e

For small groups, try "once around the table."

Thank the group; establish a time for the next meeting.

Return the room to a neat appearance; vacate promptly.

Conducting Productive Business Conducting Productive Business and Professional Meetingsand Professional Meetings

DuringBefore Ending and

following up

Page 37: Ch11 instructor

Chapter 11, Slide 37Mary Ellen Guffey, Essentials of Business Communication, 8e

Distribute minutes. Check to see that all assigned tasks

are completed by agreed-upon deadlines.

Conducting Productive Business Conducting Productive Business and Professional Meetingsand Professional Meetings

DuringBefore Ending and

following up

Page 38: Ch11 instructor

© 2010 Thomson South-WesternInstructor Only Version

ENDEND