1. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 Advanced Organizational Management Chapter 12: Professional Protocol

2. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 2 What Others Think How one is perceived by others is significant Family members hold lasting, accurate opinions and expectations based on interaction and history Coworkers may have fewer interactions and less time to form their opinions Social acquaintances should see the image that one wants to project, since the time is very limited

3. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 3 Role of Impressions at Work Hiring—The image developed during an interview can impact who gets the job Performance appraisal—A good image on top of job performance can improve an appraisal, raise Promotion—Opinions influence who gets promoted Personal power and authority—Ability to use power and authority is an impression left by communication Honesty and integrity—Demonstrated day-to-day Persuasion—Appearing believable makes it easier

4. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 4 Impression Formation First impressions make a difference; lasting  Includes body language, voice inflection, dress, extent of formality, and eye contact Representation occurs when others communicate information about you Self-presentation occurs when you are the source of information about yourself  Used to communicate organizational culture  Seven kinds of self-presentation used by leaders to influence others Fine line between self-presentation and manipulation

5. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 5 Impression Management Kind of drama; process of acting out the image one wants to present to others  Introduced by Erving Goffman, The Presentation of the Self in Everyday Life  Includes the actor, audience, stage, script, performance, and reviews Used to gain an advantage or defensively to protect an image  Behaviors include ingratiation, self-promotion, intimidation, exemplification, and supplication Defensive behaviors are used to avoid having to do something or avoid responsibility

6. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 6 Protocol and Etiquette Protocol refers to the specific rules or rituals that govern an action or process Etiquette refers to the rules that govern the conduct or behavior of an individual in any given setting Proper conduct makes interaction predictable and more comfortable Barriers may include lack of knowledge, assumptions of power, and miscommunication

7. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 7 Culture and Etiquette Find common ground; local and international contacts  Make effort to educate one another about differences International differences are often studied  May concern high- vs. low-context, individualism vs. collectivism, nonverbal behavior, and specific behaviors Geert Hofstede Dimensions used to distinguish characteristics of culture  Based on Hofstede’s research in 64 countries  Dimensions include power distance, individualism, task vs. social orientation, uncertainty avoidance, and long-term vs. short-term orientation

8. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 8 Multicultural Issues at Work Minor tensions can lead to major disputes; use training to avoid issues  Co-cultural issues occur when 2 or more cultures are present; both groups require the same treatment at work Regional subcultures, ethnicity, consequences of a co- cultural workplace  Diversity refers to differences in race, ethnicity, gender, sexual orientation, disability, and religion Bottom line rules—disability is not identity, use common sense, treat support equipment/animal respectfully, and be relaxed/natural

9. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 9 Etiquette and Protocol Workplace Issues Make work more productive and prevent blunders Improving workplace protocols is a duty of the administrative professional Technology has changed the way people interact with one another; new protocols (telecommuting, networks, e-commerce, teleconferencing) Develop an ethical standard, continuous learning and improvement, review actions, and make changes

10. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 10 Negotiating Special place for careful use of etiquette and protocol  Etiquette errors can be seen as negative feelings; use appropriate body language  Protocol can create an orderly process for successful negotiations Types of negotiations include employment contracts, vendor agreements, customer orders, legal resolutions, and mergers Preparation is the key  Have a clear understanding of what both parties want— and what they will accept

11. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 11 The Negotiation Process The attitude of the negotiators sets the tone for the entire process Styles may be competitive, cooperative, power- oriented (or trust-oriented), or open Proposals are presented and given a fair hearing Nonverbal elements become highly charged and powerful signals

12. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 12 International Business Contacts Basic etiquette issues cover all aspects of the interaction— introductions, business cards, greetings, titles, progress toward a goal, ending, and follow-up Courtesy is the key to interacting with all cultures Train for international negotiations Research procedure for appointments and meetings Choose acceptable business attire Facilitate communication—conversation, telephone, listening, and telephone Gift-giving customs should be reviewed

13. CPS ® and CAP ® Examination Review ADVANCED ORGANIZATIONAL MANAGEMENT By Garrison and Bly Turner ©2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458 13 Preparing to Work Internationally 1.Understand one’s own tendencies; helps differences make sense 2.Anticipate the need to be respectful and follow through 3.Accept offers to help 4.Learn some of the language where you’ll travel 5.Do not make comparisons with other countries; it is an insult 6.Time awareness is different; Americans move faster and have a sense of urgency