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Transcript of © 2010 Thomson South-Western Instructor Only Version CHAPTER 11 Professionalism at Work: Business...
© 2010 Thomson South-WesternInstructor Only Version
CHAPTER 11CHAPTER 11
Professionalism at Professionalism at Work: Business Work: Business
Etiquette, Ethics, Etiquette, Ethics, Teamwork, and Teamwork, and
MeetingsMeetings
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
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
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.
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
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.
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
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
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?
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.
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.
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.
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.
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.
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
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.”
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
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
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.
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.
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.
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.
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
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.
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.
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
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
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
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
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
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
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
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
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
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
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
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