MGMT 350-Final Written Self-Reflection Report

Professionalism in the Workplace

Today’s Agenda

 Professionalism and Business Etiquette

 Face-To-Face Communication  Telephone Skills  Teamwork  Meetings

Today’s Agenda

 Professionalism and Business Etiquette

 Face-To-Face Communication  Telephone Skills  Teamwork  Meetings

Please discuss with your peers

 How do you define “professionalism”? What does the term mean to you?

 Do you believe that professionalism is really important?  Do any individuals come to mind as role models when

you think about professionalism? Why do those particular individuals epitomize professionalism to you?

 Do any individuals (no names) or examples come to mind when you think about lack of professionalism? Why?

Developing Professionalism and Business Etiquette Skills

What is professionalism?

Civility Business

and dining

etiquette

Polished image

Social intelligen

ce Soft skills

Professionalism Leads to Success

Good manners and businesslike, professional demeanor among top soft skills that employers seek in job candidates.

Projecting and maintaining a professional image can make a real difference in helping you obtain and keep the job of your dreams.

Projecting Professionalism: Speech Habits

Your credibility can be seriously damaged by sounding uneducated, crude, or adolescent.

• uptalk • like used as a

filler • “you guys” • slang and

profanity • poor grammar

Unprofessional Professional

Even in brief e-mail messages and texts, employers: • like to see subjects,

verbs, and punctuation

• dislike IM abbreviations

• value conciseness and correct spelling

• incomplete sentences

• misspelled words • exclamation points • IM slang and

textspeak • mindless chatter • sloppy messages

Projecting Professionalism: E-Mail

Unprofessional Professional

E-mail addresses: • should include a name or businesslike expression

• should not sound cute or include nicknames.

E-mail addresses such as: doodleking@hotmail .com [email protected] m [email protected]

Projecting Professionalism: E-Mail

Unprofessional Professional

An outgoing message that states your name and provides instructions for leaving a message

An outgoing message with distracting background music, weird sounds, or a joke message

Projecting Professionalism: Voicemail

Unprofessional Professional

A quiet background when you answer the telephone, especially if you are expecting a prospective employer’s call

Blaring TV shows, thunderous music, or sports events playing in the background when you answer the phone

Projecting Professionalism: Telephone Presence

Unprofessional Professional

•Turning off phone and message notification during meetings

•using smart devices only for business-related purposes

• Using electronics during business meetings for nonbusiness purposes or during conversations with fellow employees

• raising your voice • forcing others to

overhear your calls

Projecting Professionalism: Cell Phones, Tablets

Unprofessional Professional

• Sending business text messages only when necessary

• Sending and receiving text messages during meetings for nonbusiness purposes

• texting during face-to-face conversations, or texting needlessly

Projecting Professionalism: Texting

Unprofessional Professional

Today’s Agenda

 Professionalism and Business Etiquette

 Face-To-Face Communication  Telephone Skills  Teamwork  Meetings

Question s?

Be specific.

Mentally outline

your conversatio

n.

When possible,

communica te face-to-

face.

Offer to

help.

Providing Constructive Criticism on the Job

Focus on improveme

nt

Avoid broad generalizatio

ns.

Keep it private.

Discuss the behavior, not the person.

Use the word we

rather than you.

Avoid anger,

sarcasm, and a raised voice.

Providing Constructive Criticism on the Job

Encourage two-way

communicati on

Listen without

interruptin g.

Paraphras e what was

said.

Receiving Workplace Criticism Gracefully

Acknowledge what you are

hearing. “I understand

you have a concern.”

Determine the

speaker’s intent.

Learn from

criticis m.

Ask for more

information if

necessary.Agree – if the

comments are

accurate.

Look for a middle

position.

Receiving Workplace Criticism Gracefully

Disagree respectfully and constructively – if you feel the comments are

unfair.

Constructive Criticism  Please review 11.6 “Constructive

Criticism” on page 355.  Read each scenario outlined in

the exercise. Then, with a partner, identify an appropriate solution for each.

Today’s Agenda

 Professionalism and Business Etiquette

 Face-To-Face Communication  Telephone Skills  Teamwork  Meetings

Making Telephone Calls Professionally

• Plan a mini-agenda.

• Use a three-point introduction 1. call the person by name 2. identify yourself 3. give a brief reason for calling

• Be professional and courteous.

Receiving Telephone Calls Professionally

• Identify yourself immediately.

• Be responsive and helpful.

• Practice telephone confidentiality.

• Take messages carefully.

• Put callers on hold respectfully.

Receiving Telephone Calls Professionally

When answering, include:

1. your name

2. company name

3. a greeting

Don’t use voice mail to avoid taking calls.

Prepare a professional, concise, friendly

greeting. Respond to messages

promptly.

Plan for vacations and other extended

absences.

Making the Best Use of Voice Mail

On the receiver’s

end:

Be prepared to leave a message.

Leave a concise, thorough message.

Speak slowly and articulate.

Be careful with confidential information.

Making the Best Use of Voice Mail

On the caller’s end:

Telephone Skills  Please read 11.7 “Telephone Skills”

on page 355.  Then, with a partner, role play

scenario a.

Telephone Skills  Now, role play scenarios d, and e.

Today’s Agenda

 Professionalism and Business Etiquette

 Face-To-Face Communication  Telephone Skills  Teamwork  Meetings

Today’s Agenda

 Professionalism and Business Etiquette

 Face-To-Face Communication  Telephone Skills  Teamwork  Meetings

Every Meeting Ever

Planning a Productive Meeting

Meet face-to-face when the topic is important and requires an exchange of ideas.

Invite the right

people.

Distribut e an

agenda.

Use a digital

calendar for

scheduli ng.

Train participants

on technology.

Running the Meeting

Start on time, review agenda and ground rules

Appoint a secretary and a recorder

Encourage participation

Confront conflict frankly

Summarize along the way

Ending the Meeting and Following Up Review meeting

decisions.

Distribute minutes

of meeting.

Remind people of

action items.

Being a Productive Participant

Keep your voice calm and

pleasan t, yet

energeti c.

Arrive early and

come prepar

ed

Have a positive attitude.

Contribut e

respectfu lly

Wait for others

to finish.

Being a Productive Participant

Follow up by

completi ng

assigned tasks.

Give credit

to others.

Use electron

ic devices only for meeting -related tasks.

Help summari

ze

Express your

views in the

meeting , not later.

Question s?