Chapter 11 Professionalism at Work Business Etiquette Ethics
Chapter 11 Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings Essentials of Business Communication 9 e Mary Ellen Guffey & Dana Loewy © 2013 Cengage Learning ● All Rights Reserved
Defining Professional Behavior © 2013 Cengage Learning ● All Rights Reserved § Professionalism – the behavior or qualities that characterize a professional person § Civility – courteous, polite, respectful conduct § Polish – a state of high development or refinement § Manners – acceptable rules of professional and social conduct Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 2
Defining Professional Behavior © 2013 Cengage Learning ● All Rights Reserved § Etiquette – acceptable behavior in professional and social situations § Social intelligence – ability to interact well with others § Soft skills – personal qualities, habits, attitudes, communication skills, social graces § Ethics – integrity, honesty, desire to treat others with respect and dignity Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 3
Being Professional on the Job © 2013 Cengage Learning ● All Rights Reserved Courtesy and Respect § Be punctual. § Speak and write clearly. § Apologize for errors or misunderstandings. § Accept constructive criticism. § Provide fair and gentle feedback. § Practice active listening. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 4
Being Professional on the Job © 2013 Cengage Learning ● All Rights Reserved Appearance and Appeal § Demonstrate good hygiene and grooming. § Choose attractive business attire. § Dress and behave to project professionalism and make a good first impression. § Display proper business and dining etiquette. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 5
Being Professional on the Job © 2013 Cengage Learning ● All Rights Reserved Tolerance and Tact § Demonstrate self-control. § Stay away from public arguments and disagreements. § Eliminate biases and prejudices. § Keep personal opinions about others to yourself. § Avoid making snap judgments. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 6
Being Professional on the Job © 2013 Cengage Learning ● All Rights Reserved Honesty and Ethics § Never lie. § Avoid conflicts of interest. § Pay for products and services promptly. § Don’t divulge confidential information. § Don’t badmouth competitors. § Take positive, appropriate actions at all times. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 7
Being Professional on the Job © 2013 Cengage Learning ● All Rights Reserved Reliability and Responsibility § Be dependable. § Follow through on commitments. § Keep promises and meet deadlines. § Perform work consistently and deliver effective results. § Make realistic promises. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 8
Being Professional on the Job © 2013 Cengage Learning ● All Rights Reserved Diligence and Collegiality § Deliver only work you are proud of. § Strive for excellence at all times. § Give customers more than they expect. § Be prepared for meetings and presentations. § Do what needs to be done. § Share your expertise. § Volunteer and network. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 9
Improve your pronunciation. Use emphasis to express meaning. Work on your voice quality. © 2013 Cengage Learning ● All Rights Reserved Your voice is a communication tool. Adjust your volume and rate. Control your pitch. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 10
Improve your pronunciation. © 2013 Cengage Learning ● All Rights Reserved Your voice is a communication tool. et cetera – not excetera going to – not gonna library – not library supposedly – not supposably Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 11
Your voice is a communication tool. Work on your voice quality. © 2013 Cengage Learning ● All Rights Reserved § Do you sound enthusiastic, friendly, alert, happy, or positive? OR § Do you sound controlling, frustrated, angry, slow-witted, bored, or negative? Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 12
Your voice is a communication tool. © 2013 Cengage Learning ● All Rights Reserved Control your pitch. § Avoid a flat, monotone voice. § Strive for a variety of pitch patterns. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 13
Your voice is a communication tool. © 2013 Cengage Learning ● All Rights Reserved Adjust your volume and rate. § Speak as loudly or softly as the occasion demands. § Don’t make your listeners strain to hear you. § Don’t speak too rapidly or too slowly. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 14
Use emphasis to express meaning. Your voice is a communication tool. © 2013 Cengage Learning ● All Rights Reserved § Stress those words that require emphasis. § A lower pitch and volume make you sound professional or reasonable. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 15
Positive Workplace Relations © 2013 Cengage Learning ● All Rights Reserved § Use correct names and titles. § Choose appropriate topics of conversation. § Avoid negative remarks. § Listen to learn. § Give sincere and specific praise. § Act professionally in social situations. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 16
Responding to Workplace Criticism © 2013 Cengage Learning ● All Rights Reserved § § § 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 17
Responding to Workplace Criticism § Disagree respectfully and constructively— if © 2013 Cengage Learning ● All Rights Reserved you feel the comments made are unfair. § Look for a middle position. § Learn from criticism. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 18
Offering Constructive Criticism © 2013 Cengage Learning ● All Rights Reserved § § § 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. ” Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 19
Offering Constructive Criticism § Encourage two-way communication. § Avoid anger, sarcasm, and a raised voice. § Keep it private. © 2013 Cengage Learning ● All Rights Reserved Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 20
Telephone/Smartphone Etiquette © 2013 Cengage Learning ● All Rights Reserved Placing Calls Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Receiving Calls Chapter 11, Slide 21
Making Calls Professionally § Plan a mini agenda. § Use a three-point introduction. © 2013 Cengage Learning ● All Rights Reserved 1. Your name 2. Your affiliation 3. A brief explanation of why you are calling § Be brisk if you are rushed. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 22
Making Calls Professionally © 2013 Cengage Learning ● All Rights Reserved § Be cheerful and accurate. § Be professional and courteous. § Bring it to a close. § Avoid telephone tag. § Leave complete voice-mail messages. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 23
Receiving Calls Professionally © 2013 Cengage Learning ● All Rights Reserved § § 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 24
Using Smartphones for Business © 2013 Cengage Learning ● All Rights Reserved § Use good judgment in placing or receiving calls. § Initiate and answer calls only where it is appropriate and safe. § Be courteous to those around you. § Observe wireless-free quiet areas. § Don’t multitask while on your smartphone. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 25
Using Smartphones for Business © 2013 Cengage Learning ● All Rights Reserved § Speak in low, conversational tones. § Don’t take calls when you’re in a face-to-face conversation. § Don’t hold inappropriate conversations in public. § Don’t talk or text while driving. § Choose a professional ringtone. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 26
Using Voice Mail Professionally © 2013 Cengage Learning ● All Rights Reserved On the Receiver’s End Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition On the Caller’s End Chapter 11, Slide 27
On the Receiver’s End § Don't overuse voice mail. § Set the number of rings appropriately. § Prepare a professional, concise, friendly greeting. © 2013 Cengage Learning ● All Rights Reserved Example: Hi! This is Jackie Young of PMP Associates, and I appreciate your call. You have reached my voice mailbox because I'm either working with clients or on another line at the moment. Please leave your name, number, and reason for calling so that I can be prepared when I return your call. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 28
On the Receiver’s End § § © 2013 Cengage Learning ● All Rights Reserved Test your message. Change your message as necessary. Respond to messages promptly. Plan for vacations and other absences. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 29
On the Caller’s End © 2013 Cengage Learning ● All Rights Reserved § 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 30
Professional Groups and Teams Why Businesses Form Teams © 2013 Cengage Learning ● All Rights Reserved § § § § Better decisions Faster response Increased productivity Greater buy-in Less resistance to change Improved employee morale Reduced risks Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 31
Becoming a Valued Team Player © 2013 Cengage Learning ● All Rights Reserved Negative Team Behaviors § 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 Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 32
Becoming a Valued Team Player © 2013 Cengage Learning ● All Rights Reserved Positive Team Behaviors § Setting rules and abiding by them § Analyzing tasks and defining problems § Contributing information and ideas § Showing interest by listening actively § Helping to resolve differences § Synthesizing points of agreement Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 33
Characteristics: Successful Teams © 2013 Cengage Learning ● All Rights Reserved § § Small size, diverse makeup Agreement on purpose Agreement on procedures Ability to confront conflict Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 34
Characteristics: Successful Teams © 2013 Cengage Learning ● All Rights Reserved § § Use of good communication techniques Ability to collaborate rather than compete Shared leadership Acceptance of ethical responsibilities Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 35
Productive Business Meetings © 2013 Cengage Learning ● All Rights Reserved Before the meeting During the meeting Ending the meeting and following up Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 36
Productive Business Meetings Before During Ending and following up © 2013 Cengage Learning ● All Rights Reserved § Determine your purpose. § Decide how and where to meet. § Organize an agenda: • Date and place • Start and end times • Topics • People responsible • Time for each topic • Meeting preparation Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 37
Typical Meeting Agenda © 2013 Cengage Learning ● All Rights Reserved Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 38
Productive Business Meetings Before During Ending and following up © 2013 Cengage Learning ● All Rights Reserved § Invite participants. § Prepare the meeting location and materials. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 39
Productive Business Meetings Before During Ending and following up © 2013 Cengage Learning ● All Rights Reserved § Start the meeting on time. § Introduce the meeting: • Meeting goals • Meeting length • Background • Possible solutions • Tentative agenda • Ground rules Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 40
Sample Ground Rules © 2013 Cengage Learning ● All Rights Reserved § Arrive on time. § Communicate openly. § Be supportive and keep an open mind. § Listen carefully and participate fully. § Don’t monopolize. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 41
Sample Ground Rules © 2013 Cengage Learning ● All Rights Reserved § Confront conflict frankly. § Refrain from personal attacks or put-downs. § Follow the agenda. § Turn off cell phones. § Follow parliamentary procedure. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 42
Productive Business Meetings Before During Ending and following up © 2013 Cengage Learning ● All Rights Reserved § Move the meeting along. • Encourage all to participate. • Discourage monopolizers. • Avoid digressions. § When the group reaches consensus, summarize and ask for confirmation. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 43
Productive Business Meetings Before During Ending and following up © 2013 Cengage Learning ● All Rights Reserved § If conflict develops, encourage each person to speak and let groups decide on a direction to follow. § Control dysfunctional group members. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 44
Controlling Dysfunctional Members Before During Ending and following up © 2013 Cengage Learning ● All Rights Reserved § Lay down rules § Seat potentially dysfunctional members strategically § Avoid direct eye contact § Assign dysfunctional members specific tasks § Give praise and encouragement. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 45
Productive Business Meetings Before During Ending and following up © 2013 Cengage Learning ● All Rights Reserved § Conclude the meeting at the agreed time. § Summarize decisions. § Review deadlines and responsibilities for action items. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 46
Productive Business Meetings Before During Ending and following up © 2013 Cengage Learning ● All Rights Reserved § 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 47
Productive Business Meetings Before During Ending and following up © 2013 Cengage Learning ● All Rights Reserved § Distribute minutes. § Check to see that all assigned tasks are completed by agreed-upon deadlines. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 48
Meeting Minutes Meeting minutes may include the following: © 2013 Cengage Learning ● All Rights Reserved § Date, time, location of meeting § List of participants and absentees § Details about each agenda item (main discussion points, outcomes, assignments, etc. ) § Items to discuss at future meetings Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 49
“Teamwork divides the task and multiplies the success. ” --Author unknown © 2013 Cengage Learning ● All Rights Reserved Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9 th Edition Chapter 11, Slide 50
END Essentials of Business Communication 9 e Mary Ellen Guffey & Dana Loewy © 2013 Cengage Learning ● All Rights Reserved
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