Final Written Self-Reflection

Chapter 11: Professionalism at work: Business etiquette, Ethics, Teamwork, and Meetings
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Ch. 11 / Slide 2

Build your credibility and gain a competitive advantage by developing professionalism, an ethical mind-set, and business etiquette skills.
Learning Outcome 1
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Developing Professionalism
and Personal Credibility

What is professionalism?
Ch. 11 / Slide 3

Civility

Polish

Social intelligence

Business
and dining
etiquette

Soft skills
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Ch. 11 / Slide 4

Six Dimensions
of Professional Behavior
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Appearance / Appeal

Tolerance / Tact

Honesty / Ethics

Reliability / Diligence

Collegiality / Sharing

Courtesy / Respect

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Professionalism Leads to Success

Good manners and a businesslike, professional demeanor are among the top soft skills that employers seek in job candidates.
Projecting and maintaining a professional image can make a real difference in helping you obtain and keep the job of your dreams.
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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 5

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 6
Gaining an Etiquette Edge

Use polite words.

Express sincere appreciation and praise.

Be selective
in sharing personal information.

Don’t put people down.

Respect coworkers’ space.

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Ch. 11 / Slide 7
Gaining an Etiquette Edge

Rise above others’ rudeness.

Be considerate when sharing space and equipment.

Choose the high road in conflict.

Disagree agreeably.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 8
Learning Outcome 2

Use your voice as a communication tool, master face-to-face workplace interaction, foster positive relations on the job, and accept as well as provide constructive criticism gracefully.

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 9
Media Richness and
Communication Effectiveness

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 10
Your Voice
Is a Communication Tool
Improve your
pronunciation.

Control
your
pitch.

Work on your
voice quality.

Master emphasis;
combat verbal tics.

Adjust your
volume and rate.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 11
Your Voice
Is a Communication Tool
Improve your
pronunciation.

et cetera – not excetera
supposedly – not supposably
library – not li-berry
going to – not gonna

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 12
Your Voice
Is a Communication Tool
Work on your
voice quality.

Record yourself:
Do you sound enthusiastic, friendly, alert, happy, and positive?
Avoid vocal fry, a creaky, raspy sound at the end of drawn-out sentences.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 13
Your Voice
Is a Communication Tool
Control
your pitch.

Avoid a flat, monotone voice.
Let your voice rise and fall in
conversational tones.
Practice to use a relaxed, controlled,
well-pitched voice.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 14
Your Voice
Is a Communication Tool
Adjust your
volume and rate.

Speak as loudly or softly as the occasion demands. Don’t make your listeners strain to hear you. (volume)
Don’t speak too rapidly or too slowly. (rate)

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 15
Your Voice
Is a Communication Tool
Master emphasis;
combat verbal tics.

By emphasizing certain words, you can change the meaning you are expressing.
To sound confident and competent, avoid verbal fillers and uptalk, a rising inflection making every sentence sound like a question.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 16
Making Workplace
Conversation Matter

Give sincere and specific praise.

Use correct names and titles.

Act professionally in social situations.

Choose appropriate topics.

Listen to learn.

Avoid negative remarks.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 17
Receiving Workplace
Criticism Gracefully
Listen without interrupting.
Paraphrase what was said.
Acknowledge what you are hearing.
“I understand you have a concern.”
Determine the speaker’s intent.

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 18
Receiving Workplace
Criticism Gracefully
Ask for more information if necessary.
Look for a middle position.
Disagree respectfully and constructively—
if you feel the comments are unfair.
Agree—if the comments are accurate.
Learn from criticism.

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Ch. 11 / Slide 19
Providing Constructive
Criticism on the Job
Be specific.
Avoid broad generalizations.
Mentally outline your conversation.
When possible, communicate
face-to-face.
Focus on improvement.

Offer to help.

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Ch. 11 / Slide 20
Providing Constructive
Criticism on the Job
Discuss the behavior, not the person.
Avoid anger, sarcasm, and a raised voice.
Encourage
two-way communication.
Keep it private.
Use the word we rather than you.

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Ch. 11 / Slide 21
Practice professional telephone skills and polish your voice mail etiquette.

Learning Outcome 3
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 22
Making Telephone Calls Professionally

Plan a mini-agenda.
Use a three-point introduction (call the person by name,
identify yourself, give a brief reason for calling).
Be brisk if you are rushed.
Be cheerful and accurate.

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 23
Making Telephone Calls Professionally

Be professional and courteous.
End the call politely.
Avoid telephone tag.
Leave complete voice mail messages.

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 24
Receiving Telephone Calls Professionally
Identify yourself immediately.
Be responsive and helpful.
Practice telephone confidentiality.

Answer promptly and courteously.

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 25
Receiving Telephone Calls Professionally

Explain what you are doing when transferring calls.
Take messages carefully.
Leave the line respectfully.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 26
Using Smartphones for Business
Take only urgent calls; avoid being disruptive.
Be courteous to those around you.
Speak in low, conversational tones.
Observe wireless-free quiet areas.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 27
Using Smartphones for Business
Drive now,
talk later.
Don’t text and drive; pull over.
Choose a professional ringtone.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 28
Making the Best Use
of Voice Mail

Don’t use voice mail to avoid taking calls.

Prepare a professional, concise, friendly greeting.

Respond to messages promptly.

Plan for vacations and other extended absences.
On the receiver’s end:

Test your message.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 29
Making the Best Use
of Voice Mail

Be prepared to
leave a message.

Leave a concise,
thorough message.

Speak slowly and articulate.

Be careful with
confidential information.
On the caller’s end:

Use a courteous tone.

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Learning Outcome 4
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Ch. 11 / Slide 30
Understand the importance of teamwork in today’s digital era workplace, and explain how you can contribute positively to team performance.

© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
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Ch. 11 / Slide 31
Why Form Teams?

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

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 32
The Four Phases of Team Development
Select members.
Become acquainted.
Build trust.
Form
collaborative culture.

Forming

Discuss alternatives.
Evaluate outcomes.
Apply criteria.
Prioritize alternatives.

Norming

Identify problems.
Collect and share information.
Establish decision criteria.
Prioritize goals.
Storming

Select alternative.
Analyze effects.
Implement plan.
Manage project.
Performing

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 33
Collaborating in Virtual Teams
Collaborate with coworkers in other cities and countries.
Coordinate tasks across time and geographic zones.
Participate and collaborate locally.
Accomplish shared tasks without
face-to-face contact.
Pool expertise from various, diverse contributors.

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 34
Positive Team Behavior

+
+
+

Setting rules and abiding by them

Analyzing tasks and defining problems

Contributing information and ideas

Showing interest and listening actively

Encouraging members to participate

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 35
Negative Team Behavior
–
–
–

Blocking the ideas of others

Insulting and criticizing others

Wasting the group’s time

Making improper jokes and comments

Failing to stay on task

Withdrawing, failing to participate

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Ch. 11 / Slide 36
Defining Successful Teams

Confront conflict.

Collaborate rather than compete.

Communicate effectively.

Agree on purpose and procedures.

Accept ethical responsi-
bilities.

Stay small and embrace diversity.

Share leadership.

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

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Ch. 11 / Slide 37
Six Steps for
Dealing With Conflict

Listen

1

Understand other points of view
2
Show you care about the relationship

3

Look for common ground

4

Invent new problem-solving options

5

Reach an agreement based on what is fair

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Learning Outcome 5
Ch. 11 / Slide 38
Discuss effective practices
and technologies for planning and participating in productive face-to-face meetings and virtual meetings.
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Ch. 11 / Slide 39
Planning and Participating in
Face-to-Face and Virtual Meetings

Meetings are disliked, but they can be career-critical.
Judgments are formed and careers are made or blunted.

Meetings are opportunities
to demonstrate leadership, communication, and problem-solving skills.
Meetings: Time Wasters or Opportunities?
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Ch. 11 / Slide 40
Planning a Productive Meeting
Meet only when the topic demands a rich medium because it is important and requires an exchange of ideas.

Determine the purpose
of the meeting.
Decide how and
where to meet.
Invite the right people.
Distribute an agenda.
Train participants on technology.
Use a digital calendar for scheduling.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
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Ch. 11 / Slide 41
Managing the Meeting

Encourage participation.
Start on time; review agenda
and ground rules.

Appoint a secretary and a rec .

Summarize along the way.

Confront conflict frankly.

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Ch. 11 / Slide 42
Ending the Meeting and
Following Up
Review meeting decisions, tasks, and deadlines.
Distribute minutes of
meeting
promptly.
Follow up to remind participants of action items.
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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

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Ch. 11 / Slide 43
Virtual Meetings

Well-run virtual teams can be highly productive and outperform
co-located teams.
Real-time gatherings of dispersed participants
Audioconferences using telephones or videoconferences using the Internet
Purposes: training,
sales presentations,
team activities,
talking to customers
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

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Ch. 11 / Slide 44
Best Practices for Virtual Meetings

Explain how questions may be asked and answered.
Select the best technology; train participants, if needed.
Encourage participants to log in 15 minutes early.
Be aware of different time zones; rotate meeting time.
Decide what language to use.
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Ch. 11 / Slide 45
Best Practices for Virtual Meetings

Manage turn-taking; humanize virtual meetings.
Ensure it’s clear who is speaking in audio-conferences.
Silence all electronic alerts and alarms.
Don’t multi-task; give your full attention.
Be precise; speak simply; sound upbeat.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

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Chapter 11: Professionalism at work: Business etiquette, Ethics, Teamwork, and Meetings
Ch. 11 / Slide 46

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