integrative case analysis 10 pages

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Chapter 11

Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings

Mary Ellen Guffey & Dana Loewy

Essentials of

Business

Communication 9e

Defining Professional Behavior

Professionalism – the behavior or qualities that characterize a professional person

Civility – courteous, polite, respectful conduct

Polish – a state of high development or refinement

Manners – acceptable rules of professional and social conduct

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 2

Defining Professional Behavior

Etiquette – acceptable behavior in professional and social situations

Social intelligence – ability to interact well with others

Soft skills – personal qualities, habits, attitudes, communication skills, social graces

Ethics – integrity, honesty, desire to treat others with respect and dignity

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 3

Being Professional on the Job

Courtesy and Respect

Be punctual.

Speak and write clearly.

Apologize for errors or misunderstandings.

Accept constructive criticism.

Provide fair and gentle feedback.

Practice active listening.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 4

Being Professional on the Job

Appearance and Appeal

Demonstrate good hygiene and grooming.

Choose attractive business attire.

Dress and behave to project professionalism and make a good first impression.

Display proper business and dining etiquette.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 5

Being Professional on the Job

Tolerance and Tact

Demonstrate self-control.

Stay away from public arguments and disagreements.

Eliminate biases and prejudices.

Keep personal opinions about others to yourself.

Avoid making snap judgments.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 6

Being Professional on the Job

Honesty and Ethics

Never lie.

Avoid conflicts of interest.

Pay for products and services promptly.

Don’t divulge confidential information.

Don’t badmouth competitors.

Take positive, appropriate actions at all times.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 7

Being Professional on the Job

Reliability and Responsibility

Be dependable.

Follow through on commitments.

Keep promises and meet deadlines.

Perform work consistently and deliver effective results.

Make realistic promises.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 8

Being Professional on the Job

Diligence and Collegiality

Deliver only work you are proud of.

Strive for excellence at all times.

Give customers more than they expect.

Be prepared for meetings and presentations.

Do what needs to be done.

Share your expertise.

Volunteer and network.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 9

Use emphasis

to express

meaning.

Adjust your

volume

and rate.

Control

your

pitch.

Work on

your voice

quality.

Improve

your

pronunciation.

Your voice is a

communication

tool.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 10

et cetera – not excetera

going to – not gonna

library – not library

supposedly – not supposably

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 11

Your voice is a

communication

tool.

Improve

your

pronunciation.

Do you sound enthusiastic, friendly, alert, happy, or positive? OR

Do you sound controlling, frustrated, angry, slow-witted, bored, or negative?

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 12

Your voice is a

communication

tool.

Work on

your voice

quality.

Avoid a flat, monotone voice.

Strive for a variety of pitch patterns.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 13

Control

your

pitch.

Your voice is a

communication

tool.

Adjust your

volume

and rate.

Speak as loudly or softly as the occasion demands.

Don’t make your listeners strain to hear you.

Don’t speak too rapidly or too slowly.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 14

Your voice is a

communication

tool.

Use emphasis

to express

meaning.

Stress those words that require emphasis.

A lower pitch and volume make you sound professional or reasonable.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 15

Your voice is a

communication

tool.

Use correct names and titles.

Choose appropriate topics of conversation.

Avoid negative remarks.

Listen to learn.

Give sincere and specific praise.

Act professionally in social situations.

Positive Workplace Relations

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 16

Responding to Workplace Criticism

Listen without interrupting.

Determine the speaker’s intent.

Acknowledge what you are hearing.

Paraphrase what was said.

Ask for more information if necessary.

Agree—if the comments are accurate.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 17

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

Look for a middle position.

Learn from criticism.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 18

Responding to Workplace Criticism

Offering Constructive Criticism

Mentally outline your conversation.

Use face-to-face communication.

Focus on improvement. Offer to help.

Be specific. Avoid broad generalizations.

Discuss the behavior, not the person.

Use “we” rather than “you.”

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 19

Offering Constructive Criticism

Encourage two-way communication.

Avoid anger, sarcasm, and a raised voice.

Keep it private.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 20

Placing

Calls

Receiving

Calls

Telephone/Smartphone Etiquette

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 21

Making Calls Professionally

Plan a mini agenda.

Use a three-point introduction.

Your name

Your affiliation

A brief explanation of why you are calling

Be brisk if you are rushed.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 22

Making Calls Professionally

Be cheerful and accurate.

Be professional and courteous.

Bring it to a close.

Avoid telephone tag.

Leave complete voice-mail messages.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 23

Receiving Calls Professionally

Answer promptly and courteously.

Identify yourself immediately.

Be responsive and helpful.

Be cautious when answering calls for others.

Take messages carefully.

Leave the line respectfully.

Explain when transferring calls.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 24

Use good judgment in placing or receiving calls.

Initiate and answer calls only where it is appropriate and safe.

Be courteous to those around you.

Observe wireless-free quiet areas.

Don’t multitask while on your smartphone.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 25

Using Smartphones for Business

Speak in low, conversational tones.

Don’t take calls when you’re in a face-to-face conversation.

Don’t hold inappropriate conversations in public.

Don’t talk or text while driving.

Choose a professional ringtone.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 26

On the

Receiver’s

End

On the

Caller’s

End

Using Voice Mail Professionally

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 27

On the Receiver’s End

Don't overuse voice mail.

Set the number of rings appropriately.

Prepare a professional, concise, friendly greeting. Example: Hi! This is Jackie Young of PMP Associates, and I appreciate your call. You have reached my voice mailbox because I'm either working with clients or on another line at the moment. Please leave your name, number, and reason for calling so that I can be prepared when I return your call.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 28

On the Receiver’s End

Test your message.

Change your message as necessary.

Respond to messages promptly.

Plan for vacations and other absences.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 29

On the Caller’s End

Be prepared to leave a concise, complete message.

Use a professional, courteous tone.

Speak slowly; articulate your words.

Be careful with confidential information.

Don't make assumptions.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 30

Professional Groups and Teams

Better decisions

Faster response

Increased productivity

Greater buy-in

Less resistance to change

Improved employee morale

Reduced risks

Why Businesses Form Teams

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 31

Becoming a Valued Team Player

Blocking ideas and suggestions of others

Insulting and criticizing others

Wasting the group’s time

Making inappropriate jokes and comments

Failing to stay on task

Withdrawing, failing to participate

Negative Team Behaviors

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 32

Becoming a Valued Team Player

Setting rules and abiding by them

Analyzing tasks and defining problems

Contributing information and ideas

Showing interest by listening actively

Helping to resolve differences

Synthesizing points of agreement

Positive Team Behaviors

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 33

Characteristics: Successful Teams

Small size, diverse makeup

Agreement on purpose

Agreement on procedures

Ability to confront conflict

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 34

Characteristics: Successful Teams

Use of good communication techniques

Ability to collaborate rather than compete

Shared leadership

Acceptance of ethical responsibilities

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 35

Productive Business Meetings

During

the

meeting

Before

the

meeting

Ending the

meeting and

following up

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 36

Productive Business Meetings

Determine your purpose.

Decide how and where to meet.

Organize an agenda:

During

Ending and

following up

Before

Date and place

Start and end times

Topics

People responsible

Time for each topic

Meeting preparation

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 37

Typical Meeting Agenda

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 38

Productive Business Meetings

Invite participants.

Prepare the meeting location and materials.

During

Ending and

following up

Before

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 39

Productive Business Meetings

Start the meeting on time.

Introduce the meeting:

Before

Ending and

following up

During

Possible solutions

Tentative agenda

Ground rules

Meeting goals

Meeting length

Background

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 40

Sample Ground Rules

Arrive on time.

Communicate openly.

Be supportive and keep an open mind.

Listen carefully and participate fully.

Don’t monopolize.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 41

Sample Ground Rules

Confront conflict frankly.

Refrain from personal attacks or put-downs.

Follow the agenda.

Turn off cell phones.

Follow parliamentary procedure.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 42

Productive Business Meetings

Move the meeting along.

Encourage all to participate.

Discourage monopolizers.

Avoid digressions.

When the group reaches consensus, summarize and ask for confirmation.

Before

Ending and

following up

During

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 43

Productive Business Meetings

If conflict develops, encourage each person to speak and let groups decide on a direction to follow.

Control dysfunctional group members.

Before

Ending and

following up

During

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 44

Controlling Dysfunctional Members

Lay down rules

Seat potentially dysfunctional members strategically

Avoid direct eye contact

Assign dysfunctional members specific tasks

Give praise and encouragement.

Before

Ending and

following up

During

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 45

Productive Business Meetings

Conclude the meeting at the agreed time.

Summarize decisions.

Review deadlines and responsibilities for action items.

During

Before

Ending and

following up

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 46

Productive Business Meetings

For small groups, try "once around the table."

Thank the group; establish a time for the next meeting.

Return the room to a neat appearance; vacate promptly.

During

Before

Ending and

following up

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 47

Productive Business Meetings

Distribute minutes.

Check to see that all assigned tasks are completed by agreed-upon deadlines.

During

Before

Ending and

following up

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 48

Meeting Minutes

Meeting minutes may include the following:

Date, time, location of meeting

List of participants and absentees

Details about each agenda item (main discussion points, outcomes, assignments, etc.)

Items to discuss at future meetings

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

Chapter 11, Slide 49

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition

“Teamwork divides the task and multiplies the success.”

--Author unknown

Chapter 11, Slide 50

END

Mary Ellen Guffey & Dana Loewy

Essentials of

Business

Communication 9e