1. Professional and Social Communication
Chapter 7
Professional and Social Communication

2. What is protocol?
A specific “code or system of conduct” that is followed

3. Signs of respect
When you speak to a person, you make direct eye contact
When you meet your prospective boss, you offer a firm handshake
When you bring a friend into your house, you introduce him or her to your family
When the boss or the teacher is ready to begin, you end your personal conversation

4. Appropriate Tone
An Aggressive Tone – wants to win at all costs, even if that means intimidating, manipulating, or belittling others in the process
A Nonassertive Tone – one that shows a lack of emotion or energy
An Assertive Tone – middle ground between aggressive and nonassertive, direct, yet tactful

5. Conversation Blockers
Talking too much – dominating the conversation irritates others and makes them feel left out
Talking too little – long “dead spots” in a conversation make everyone uncomfortable
Interrupting others – the quickest way to break up conversation is to cut people off when they speak

6. Destructive Criticism
Hurts feelings
Makes another feel silly or embarrassed or incompetent
Tears down a relationship
Uses an aggressive tone

7. Constructive Criticism
Builds up relationships
Offers solutions
Encourages another to improve
Uses an assertive tone

8. Receiving Criticism Maintain your composure
Allow others to finish what they have to say
Don’t interrupt
Be a good listener
Ask questions (courteously)
Thank the person for his or her thoughts and observations

9. Types of Language
Informal Language - casual language that you use with friends
Standard Language – language that is commonly accepted and expected by most social groups, as well as by professionals
Technical Language – language used in specific professional fields, includes jargon or technical terms not understood by the general public

10. Appreciating Age, Gender and Ethnicity
Women spend 85% of consumer dollars
Older Americans spend more than $800 billion each year
By the year 2000, African Americans, Asian Americans, and Hispanics will have over $500 billion on spending power

11. Promoting Diversity
Be Open-minded – this is the first step in understanding people and issues
Be Tolerant – increase your capacity to recognize and respect the rights, practices and opinions of others, even if you disagree with them
Be Empathetic – try to put yourself in another’s shoes to understand how they feel