1. Mary Ellen Guffey & Dana Loewy Essentials of Business Communication 9e © 2013 Cengage Learning ● All Rights Reserved Chapter 11 Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings

2. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 2

3. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 3

4. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 4

5. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 5

6. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 6

7. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 7

8. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 8

9. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 9

10. © 2013 Cengage Learning ● All Rights Reserved Use emphasis to express meaning. Use emphasis to express meaning. Adjust your volume and rate. Adjust your volume and rate. Control your pitch. Control your pitch. Work on your voice quality. Work on your voice quality. Improve your pronunciation. Improve your pronunciation. Your voice is a communication tool. Your voice is a communication tool. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 10

11. © 2013 Cengage Learning ● All Rights Reserved et cetera – not excetera going to – not gonna library – not library supposedly – not supposably Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 11 Your voice is a communication tool. Your voice is a communication tool. Improve your pronunciation. Improve your pronunciation.

12. © 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, 9th EditionChapter 11, Slide 12 Your voice is a communication tool. Your voice is a communication tool. Work on your voice quality. Work on your voice quality.

13. © 2013 Cengage Learning ● All Rights Reserved  Avoid a flat, monotone voice.  Strive for a variety of pitch patterns. Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 13 Control your pitch. Control your pitch. Your voice is a communication tool. Your voice is a communication tool.

14. © 2013 Cengage Learning ● All Rights Reserved Adjust your volume and rate. 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 EditionChapter 11, Slide 14 Your voice is a communication tool. Your voice is a communication tool.

15. © 2013 Cengage Learning ● All Rights Reserved Use emphasis to express meaning. Use emphasis to express meaning.  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 EditionChapter 11, Slide 15 Your voice is a communication tool. Your voice is a communication tool.

16. © 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. Positive Workplace Relations Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 16

17. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 17

18. © 2013 Cengage Learning ● All Rights Reserved  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 EditionChapter 11, Slide 18 Responding to Workplace Criticism

19. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 19

20. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 20

21. © 2013 Cengage Learning ● All Rights Reserved Placing Calls Receiving Calls Telephone/Smartphone Etiquette Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 21

22. © 2013 Cengage Learning ● All Rights Reserved Making Calls Professionally  Plan a mini agenda.  Use a three-point introduction. 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, 9th EditionChapter 11, Slide 22

23. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 23

24. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 24

25. © 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, 9th EditionChapter 11, Slide 25 Using Smartphones for Business

26. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 26

27. © 2013 Cengage Learning ● All Rights Reserved On the Receiver’s End On the Caller’s End Using Voice Mail Professionally Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 27

28. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 28

29. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 29

30. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 30

31. © 2013 Cengage Learning ● All Rights Reserved Professional Groups and Teams  Better decisions  Faster response  Increased productivity  Greater buy-in  Less resistance to change  Improved employee morale  Reduced risks Why Businesses Form Teams Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 31

32. © 2013 Cengage Learning ● All Rights Reserved Becoming a Valued Team Player  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 Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 32

33. © 2013 Cengage Learning ● All Rights Reserved Becoming a Valued Team Player  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 Positive Team Behaviors Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 33

34. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 34

35. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 35

36. © 2013 Cengage Learning ● All Rights Reserved Productive Business Meetings During the meeting Before the meeting Ending the meeting and following up Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 36

37. © 2013 Cengage Learning ● All Rights Reserved Productive Business Meetings  Determine your purpose.  Decide how and where to meet.  Organize an agenda: During Ending and following up Before 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 EditionChapter 11, Slide 37

38. © 2013 Cengage Learning ● All Rights Reserved Typical Meeting Agenda Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 38

39. © 2013 Cengage Learning ● All Rights Reserved Productive Business Meetings  Invite participants.  Prepare the meeting location and materials. During Ending and following up Before Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 39

40. © 2013 Cengage Learning ● All Rights Reserved Productive Business Meetings  Start the meeting on time.  Introduce the meeting: Before Ending and following up During Possible solutions Tentative agenda Ground rules Meeting goals Meeting length Background Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 40

41. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 41

42. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 42

43. © 2013 Cengage Learning ● All Rights Reserved Productive Business Meetings  Move the meeting along. Encourage all to participate. Discourage monopolizers. Avoid digressions.  When the group reaches consensus, summarize and ask for confirmation. Before Ending and following up During Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 43

44. © 2013 Cengage Learning ● All Rights Reserved Productive Business Meetings  If conflict develops, encourage each person to speak and let groups decide on a direction to follow.  Control dysfunctional group members. Before Ending and following up During Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 44

45. © 2013 Cengage Learning ● All Rights Reserved Controlling Dysfunctional Members  Lay down rules  Seat potentially dysfunctional members strategically  Avoid direct eye contact  Assign dysfunctional members specific tasks  Give praise and encouragement. Before Ending and following up During Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 45

46. © 2013 Cengage Learning ● All Rights Reserved Productive Business Meetings  Conclude the meeting at the agreed time.  Summarize decisions.  Review deadlines and responsibilities for action items. DuringBefore Ending and following up Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 46

47. © 2013 Cengage Learning ● All Rights Reserved Productive Business Meetings  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. DuringBefore Ending and following up Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 47

48. © 2013 Cengage Learning ● All Rights Reserved Productive Business Meetings  Distribute minutes.  Check to see that all assigned tasks are completed by agreed-upon deadlines. DuringBefore Ending and following up Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th EditionChapter 11, Slide 48

49. © 2013 Cengage Learning ● All Rights Reserved 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 EditionChapter 11, Slide 49

50. © 2013 Cengage Learning ● All Rights Reserved Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition “Teamwork divides the task and multiplies the success.” --Author unknown Chapter 11, Slide 50

51. Mary Ellen Guffey & Dana Loewy Essentials of Business Communication 9e © 2013 Cengage Learning ● All Rights Reserved END