Chapter 11 Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings

Defining Professional Behavior 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, 9th Edition Chapter 11, Slide 2

Defining Professional Behavior 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, 9th Edition Chapter 11, Slide 3

Being Professional on the Job 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, 9th Edition Chapter 11, Slide 4

Being Professional on the Job 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, 9th Edition Chapter 11, Slide 5

Being Professional on the Job 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, 9th Edition Chapter 11, Slide 6

Being Professional on the Job 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, 9th Edition Chapter 11, Slide 7

Being Professional on the Job 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, 9th Edition Chapter 11, Slide 8

Being Professional on the Job 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, 9th Edition Chapter 11, Slide 9

Use emphasis to express meaning. Adjust your volume and rate. Control pitch. Work on your voice quality. Improve pronunciation. Your voice is a communication tool. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 10

Improve your pronunciation. 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, 9th Edition Chapter 11, Slide 11

Do you sound enthusiastic, friendly, alert, happy, or positive? OR Work on your voice quality. Your voice is a communication tool. 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, 9th Edition Chapter 11, Slide 12

Avoid a flat, monotone voice. Strive for a variety of pitch patterns. Your voice is a communication tool. Control your pitch. Avoid a flat, monotone voice. Strive for a variety of pitch patterns. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 13

Speak as loudly or softly as the occasion demands. 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. Don’t speak too rapidly or too slowly. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 14

Stress those words that require emphasis. Use emphasis to express meaning. Your voice is a communication tool. 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, 9th Edition Chapter 11, Slide 15

Positive Workplace Relations 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, 9th Edition Chapter 11, Slide 16

Responding to 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 17

Responding to Workplace Criticism Disagree respectfully and constructively— if you feel the comments made are unfair. Look for a middle position. Learn from criticism. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 18

Offering Constructive Criticism 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, 9th Edition Chapter 11, Slide 19

Offering Constructive Criticism Encourage two-way communication. Avoid anger, sarcasm, and a raised voice. Keep it private. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 20

Telephone/Smartphone Etiquette Placing Calls Receiving Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 21

Making Calls Professionally Plan a mini agenda. Use a three-point introduction. Your name Your affiliation A brief explanation of why you are calling Be brisk if you are rushed. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 22

Making Calls Professionally 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, 9th Edition Chapter 11, Slide 23

Receiving 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 24

Using Smartphones for Business 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, 9th Edition Chapter 11, Slide 25

Using Smartphones for Business 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, 9th Edition Chapter 11, Slide 26

Using Voice Mail Professionally On the Receiver’s End Caller’s Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition 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. 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, 9th Edition Chapter 11, Slide 28

On the Receiver’s End 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, 9th Edition Chapter 11, Slide 29

On 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. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 30

Professional Groups and Teams Why Businesses Form Teams 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, 9th Edition Chapter 11, Slide 31

Becoming a Valued Team Player 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, 9th Edition Chapter 11, Slide 32

Becoming a Valued Team Player 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, 9th Edition Chapter 11, Slide 33

Characteristics: Successful Teams Small size, diverse makeup Agreement on purpose Agreement on procedures Ability to confront conflict Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 34

Characteristics: Successful Teams 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, 9th Edition Chapter 11, Slide 35

Productive Business Meetings Before the meeting During the meeting Ending the meeting and following up Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 36

Productive Business Meetings Before During Ending and following up 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, 9th Edition Chapter 11, Slide 37

Typical Meeting Agenda Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 38

Productive Business Meetings Before During Ending and following up Invite participants. Prepare the meeting location and materials. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 39

Productive Business Meetings Before During Ending and following up 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, 9th Edition Chapter 11, Slide 40

Sample Ground Rules 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, 9th Edition Chapter 11, Slide 41

Sample Ground Rules 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, 9th Edition Chapter 11, Slide 42

Productive Business Meetings Before During Ending and following up 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, 9th Edition Chapter 11, Slide 43

Productive Business Meetings Before During Ending and following up 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, 9th Edition Chapter 11, Slide 44

Controlling Dysfunctional Members Before During Ending and following up 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, 9th Edition Chapter 11, Slide 45

Productive Business Meetings Before During Ending and following up 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, 9th Edition Chapter 11, Slide 46

Productive Business Meetings Before During Ending and following up 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, 9th Edition Chapter 11, Slide 47

Productive Business Meetings Before During Ending and following up Distribute minutes. Check to see that all assigned tasks are completed by agreed-upon deadlines. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 48

Meeting Minutes Meeting minutes may include the following: 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, 9th Edition Chapter 11, Slide 49

“Teamwork divides the task and multiplies the success.” --Author unknown Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 11, Slide 50

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