1. Chapter 7

2. Social Communication- the communication that occurs in your personal and community life Professional Communication- the communication that takes place on the job or is related to a career Protocol- a specific “code or system of conduct” that is followed Chain-of-command- communicating with the correct people in the correct order Courtesy- politeness, manners and respectful consideration of others

3. Appropriate Tone Aggressive Tone- a pushy or brash way of communicating, which considers only one point of view, with little or no room for compromise or discussion Nonassertive Tone- a communication approach that lacks action and energy and appears disinterested and uninvolved Assertive Tone- a direct, yet tactful communication approach

4. People Skills (Getting along with others and communicating appropriately) Making Introductions- Stop what you are doing, Address everyone, State what you are doing, Introduce the others, Ask a question and Work to include everyone. Participating Effectively in Conversations- (dialogue!!!) Conversation Killers- 1.Talking too much. 2. Talking too little. 3. Interrupting others Offering and Receiving Criticism- Constructive Language vs. Destructive Language. Maintain composure, Allow others to finish, Don’t interrupt, Be a good listener, Ask questions (courteously) and Thank the person. Giving Clear and Accurate Directions-ABC’s- ”Always Be” Clear, Complete, Concise and Considerate

5. Language and Dress Informal Language- the casual language used with friends in familiar situations Standard Language- the commonly accepted and expected language used by most social groups as well as professionals; it includes having a varied vocabulary, using correct sentence structure and exhibiting sound grammar skills Technical Language- the language used in specific professional fields, such as jargon that includes “job speak” and technical terms Appropriate Dress- 1. Adapt to the Occasion. 2. Respect the Expectations of your employer. 3. Maintain Professionalism in your choice of clothing. 4. Be neat and well groomed.

6. Respecting Differences Appreciating Age, Gender and Ethnicity- Look on page 190. Women now! Promoting Diversity- 1. Be Open-minded. 2. Be tolerant. 3. Be empathetic.

7. In Review Shaking hands is a sign of respect. Dress like your boss. Don’t dominate a conversation. Grooming is the most important for appropriate dress. People associate the way you talk with the person you are.