chapter summary

Kingdeo

Chapter10.pptx

Home >English homework help >Article writing homework help >chapter summary

Essentials of business communication

8th Canadian Edition

Mary Ellen Guffey/Dana Loewy/

Richard Almonte

Chapter 10

Communicating in Person

Learning Objectives

1. Explain why employers appreciate professional and ethical behaviour and good business etiquette.

2. Demonstrate effective face-to-face workplace communication, including using your voice as a communication tool.

3. Explain how to promote positive workplace relations through conversation.

4. Review techniques for offering constructive criticism on the job, responding professionally to workplace criticism, and resolving workplace conflicts.

5. Identify ways to polish professional phone skills.

6. Understand techniques for making the best use of voice mail.

7. Plan and participate in productive business and professional meetings.

The Importance of Professionalism, Business Etiquette, and Ethical Behaviour

Defining Professional Behaviour

Civility (respect)

Polish (nonverbal etiquette)

Business and dining Etiquette (attire and politeness)

Social intelligence (interaction)

Soft skills (interpersonal habits)

See p. 309, Figure 10.1 for The Six Dimensions of Professional Behaviour

Ask students to define professional behaviour (write answers on board).

Ask students to define ethics and integrity (write answers on board).

The Importance of Professionalism, Business Etiquette, and Ethical Behaviour

Knowing What Employers Want

Requirements from Employment Ads

Proven team skills to help deliver on-time, on-budget results

Strong verbal and written communication skills as well as excellent presentation skills

Excellent interpersonal, organizational, and teamwork skills

Interpersonal and team skills plus well-developed communication skills

Good people skills and superior teamwork abilities

Employers are looking for soft skills and professionalism.

Successful Face-to-Face Workplace Communication

Using Your Voice as a Communication Tool

Pronunciation (saying words clearly)

Tone (identifies your mood)

Pitch (highness or lowness of voice)

Volume and Rate (loudness and speed)

Emphasis (offers implications)

Successful Face-to-Face Workplace Communication

Promoting Positive Workplace Relations Through Conversation

Use correct names and titles.

Choose appropriate topics (avoid potentially offending someone).

Avoid negative remarks.

Listen to learn.

Give sincere and specific praise.

Successful Face-to-Face Workplace Communication

Offering Constructive Criticism at Work

Mentally outline your conversation.

Generally, use face-to-face communication.

Focus on improvement.

Offer to help.

Be specific.

Avoid broad generalizations.

Successful Face-to-Face Workplace Communication

Offering Constructive Criticism at Work

Discuss the behaviour, not the person.

Use the word we rather than you.

Encourage two-way communication.

Avoid anger, sarcasm, and a raised voice.

Keep it private.

Successful Face-to-Face Workplace Communication

Responding Professionally to Workplace Criticism

Listen without interrupting.

Determine the speaker’s intent.

Acknowledge what you are hearing.

Paraphrase what was said.

It is important to remember, both in the classroom and in the workplace, that constructive criticism is meant to help you improve your performance. Entry-level employees very often have to develop a thick skin to be able to turn constructive criticism into a source of motivation. When employers, and even professors, criticize, it is important to remember that they do not want you to take their comments personally.

Successful Face-to-Face Workplace Communication

Responding Professionally to Workplace Criticism

Ask for more information if necessary.

Agree if the comments are accurate.

Disagree respectfully and constructively if you feel the comments are unfair.

Look for a middle position.

Successful Face-to-Face Workplace Communication

Resolving Workplace Conflicts

Common conflict response patterns

Avoidance/withdrawal (helpful only when the issue is trivial)

Accommodation/smoothing (giving in)

Compromise

Competition/forcing

Collaboration/problem solving (involved parties have common goals)

Successful Face-to-Face Workplace Communication

Resolving Workplace Conflicts

Six-Step Procedure for Dealing With Conflict

1. Listen.

2. Understand the other point of view.

3. Show a concern for the relationship.

4. Look for common ground.

5. Invent new problem-solving options.

6. Reach an agreement based on what’s fair.

Telephone, Smartphone, and Voice Mail Etiquette

Making Productive Phone Calls

Plan a mini-agenda (list important points).

Use a three-point introduction (name the person you are calling, identify yourself and your affiliation, and give a brief explanation of your reason for calling).

Telephone, Smartphone, and Voice Mail Etiquette

Making Productive Phone Calls

Be cheerful and accurate.

Bring it to a close (thank listener).

Avoid phone tag.

Leave complete voice mail messages.

Telephone, Smartphone, and Voice Mail Etiquette

Receiving Phone Calls Professionally

Identify yourself immediately.

Be responsive and helpful.

Be cautious when answering calls for others and take messages carefully.

Explain what you’re doing when transferring calls in case the caller gets disconnected.

If you receive a telephone inquiry that you feel could be better handled by someone in a different position or different department, tell the caller the person’s name, department, and extension so that the caller may reach them directly if disconnected while you transfer the call or if the caller needs to telephone again.

Telephone, Smartphone, and Voice Mail Etiquette

Using Smartphones for Business

Location (use good judgment in placing or accepting cellphone calls)

Time (avoid answering your phone during an important task)

Volume (maintain conversational tone and volume)

Telephone, Smartphone, and Voice Mail Etiquette

Making the Best Use of Voice Mail

Receiving Voice Mail Messages:

Don’t overuse voice mail.

Set the number of rings appropriately.

Prepare a professional, concise, friendly greeting.

Telephone, Smartphone, and Voice Mail Etiquette

Making the Best Use of Voice Mail

Receiving Voice Mail Messages:

Test your message.

Change your message.

Respond to messages promptly.

Plan for vacations and other extended absences.

Telephone, Smartphone, and Voice Mail Etiquette

Making the Best Use of Voice Mail

Leaving Voice Mail Messages:

Be prepared to leave a message.

Leave a concise, thorough message.

Use a professional and courteous tone.

Speak slowly and clearly.

Be careful with confidential information.

Don’t make assumptions.

Becoming a Team Player in Professional Teams

The Importance of Conventional and Virtual Teams in the Workplace

Businesses are forming teams for the following reasons:

Better decisions

Faster response

Greater buy-in

Less resistance to change

Improved employee morale

Reduced risks

Becoming a Team Player in Professional Teams

Positive and Negative Team Behaviour

Positive team behaviour:

Establish and follow rules.

Offer ideas.

Support other ideas.

Negative team behaviour:

Avoid irrelevant topics.

Don’t disturb others.

Positive and Negative Team Behaviours

Becoming a Team Player in Professional Teams

Characteristics of Successful Professional Teams

Small size, diverse makeup

Agreement on purpose

Agreement on procedures

Ability to confront conflict

Becoming a Team Player in Professional Teams

Characteristics of Successful Professional Teams (Cont’d)

Use of good communication techniques

Ability to collaborate rather than compete

Shared leadership

Acceptance of ethical responsibilities

Conducting Productive and Professional Business Meetings

Deciding Whether the Meeting is Necessary

Call meetings only when necessary and invite key people.

Selecting Participants

Determined by purpose of meeting

Distributing an Agenda

Date and place of meeting

Start time and end time

Brief description of each topic, in order of priority

Conducting Productive and Professional Business Meetings

Distributing an Agenda

Proposed allotment of time for each topic

Any pre-meeting preparation expected of participants

Getting the Meeting Started

Goal and length of the meeting

Background of topics or problems

Conducting Productive and Professional Business Meetings

Getting the Meeting Started (Cont’d)

Possible solutions and constraints

Tentative agenda

Ground rules to be followed

Moving the Meeting Along

Keep the meeting moving by avoiding issues that sidetrack the group.

Dealing with Conflict

Encourage members to make a complete case in front of group.

Conducting Productive and Professional Business Meetings

Handling Dysfunctional Group Members

Lay down the rules in an opening statement.

Seat potentially dysfunctional members strategically.

Avoid direct eye contact.

Assign dysfunctional members specific tasks.

Conducting Productive and Professional Business Meetings

Handling Dysfunctional Group Members

Ask members to speak in a specific order.

Interrupt monopolizers.

Encourage non-talkers.

Give praise and encouragement.

Conducting Productive and Professional Business Meetings

Ending With a Plan

End meeting with a summary and review of action items.

Following up Actively

Call or e-mail participants to remind of duties.

Summary

Use professionalism to your advantage.

Use your voice as a communication tool; use correct names and titles; choose appropriate topics, and avoid negative remarks; listen to learn.

Learn to give and take constructive criticism.

Learn to make and leave productive phone calls.

Plan and participate in meetings.