NAME: NGUYEN THI THANH THUAN - 21DH714624

SUMMARISE:
1) Build your credibility and gain a competitive advantage by developing
professionalism, an ethical mind-set, and business etiquette skills.

▪ Professionalism, good business etiquette, developed soft skills, social

intelligence, polish, and civility are desirable workplace behaviors that are
complemented by a positive online presence.

▪ Employers most want employees who can prioritize their work, work in teams,
and exhibit a positive attitude in addition to displaying good workplace manners
and other interpersonal skills.

▪ Professionalism means having integrity and being ethical; experts believe that
no sharp distinction between ethics and etiquette exists. We should always treat
others with respect.

▪ Practicing business etiquette on the job and online can put you ahead of others
who lack polish

2) Use your voice as a communication tool, master face-to-face workplace

interaction, foster positive relations on the job, and accept as well as
provide constructive criticism gracefully.

▪ In-person communication is the richest communication channel; use your

voice effectively by honing your pronunciation, voice quality, pitch, volume
and rate, and emphasis.

▪ To excel in face-to-face conversations, use correct names and titles, choose

appropriate topics, be positive, listen to learn, give sincere praise, and act
professionally in social situations.

▪ When receiving criticism, avoid interrupting, paraphrase what you are hearing,
agree if the criticism is accurate, disagree respectfully, look for compromise,
and learn from criticism.

▪ When criticizing, plan your remarks, do it in person, focus on improvement,

offer help, be specific, use the word we, encourage two-way communication,
stay calm, and keep it private.
3) Practice professional telephone skills and polish your voice mail
etiquette.

▪When calling, follow an agenda, use a three-point introduction, be brisk, try to

sound cheerful, be professional and courteous, avoid phone tag, and leave
complete voice mail messages.

▪ When answering, be courteous, identify yourself, be helpful, be cautious when

answering calls for others, be respectful when putting people on hold, and
explain why you are transferring calls.

▪ Practice smartphone etiquette by being considerate, observing quiet areas,

using your indoor voice, taking only urgent calls, not calling or texting while
driving, and choosing a professional ringtone.

▪ Prepare a friendly voice mail greeting and respond to messages promptly; as a

caller, plan your message, be concise, watch your tone, speak slowly, and don’t
leave sensitive information.

4) Understand the importance of teamwork in today’s digital era

workplace, and explain how you can contribute positively to team
performance.

▪ Teams are popular because they lead to better decisions, faster responses,
increased productivity, greater buy-in, less resistance, improved morale, and
reduced risks.

▪ The four phases of team development are forming, storming, norming, and
performing.

▪ Virtual teams are collaborations among remote coworkers connecting with

technology

▪ Positive group behaviors include establishing and following rules, resolving

differences, being supportive, praising others, and summarizing points of
understanding.

▪ Negative behaviors include having contempt for others, wasting the team’s
time, and withdrawing.
▪ Successful teams are small and diverse, agree on a purpose and procedures,
confront conflict, communicate well, don’t compete but collaborate, are ethical,
and share leadership.

5) Discuss effective practices and technologies for planning and

participating in productive face-to-face meetings and virtual meetings.

▪ Before a meeting businesspeople determine its purpose and location, choose

participants, use a digital calendar, and distribute an agenda.

▪ Experienced meeting leaders move the meeting along and confront any
conflict; they end the meeting on time, make sure everyone is heard, and
distribute meeting minutes promptly.

▪ Virtual meetings save travel costs but require attention to communication

technology and to the needs of dispersed participants regarding issues such as
different time zones and language barriers.

▪ Virtual meetings demand specific procedures to handle questions, noise, lack

of media richness, and turn-taking. Because they are impersonal, virtual
meetings benefit from building camaraderie and trust.

SITUATIONS AND SOLUTIONS:

Scenario 1: A warehouse manager and a maintenance manager frequently

yell at each other, fuming as they clash over policies and procedures. The
fighting has become so personal and intense that the two departments are
no longer able to collaborate. The supervisor overseeing the feuding parties
wants to fire both managers.
The scenario involves a conflict between a warehouse manager and a
maintenance manager, resulting in a breakdown of collaboration between their
respective departments. The supervisor overseeing the situation is considering
firing both managers as a solution. Let's apply the six-step procedure for dealing
with conflict:

Step 1. Define the conflict: The conflict is centered around disagreements over
policies and procedures, leading to personal and intense arguments between the
warehouse and maintenance managers.
Step 2. Identify the underlying interests: It is important to understand the
underlying interests of both managers. Are there specific policies or procedures
that they feel strongly about? Identifying these interests can help find common
ground.
Step 3. Generate potential solutions: Encourage open communication between
the managers and facilitate brainstorming sessions to generate potential
solutions. This can include revisiting existing policies, finding compromises, or
implementing new procedures that address their concerns.
Step 4. Evaluate and select solutions: Assess the potential solutions based on
their feasibility, impact on both departments, and alignment with company
goals. Choose a solution that promotes collaboration and resolves the conflict
effectively.
Step 5. Implement the solution: Once a solution is selected, communicate it
clearly to both managers and provide necessary support for its implementation.
Monitor the progress and address any challenges that may arise during the
process.
Step 6. Review and follow up: Regularly evaluate the effectiveness of the
implemented solution. Encourage ongoing communication between the
managers to ensure that any lingering issues are addressed promptly. Provide
necessary guidance and support to maintain a collaborative work environment.

Firing both managers should be considered as a last resort if all attempts to

resolve the conflict have failed and their behavior is severely impacting their
departments. However, it is crucial to exhaust all possible solutions before
taking such drastic measures, as terminating both managers may further disrupt
the teams and create additional challenges in finding suitable replacements.

Scenario 4: Two management team members disagree on a new company

social media policy. One wants to ban personal visits to Facebook and
Twitter totally. The other thinks that an outright ban is impossible to
implement and might raise the ire of employees. He is more concerned with
limiting Internet misuse, including visits to online game, pornography, and
shopping sites. The management team members agree that they need a
social media policy, but they disagree on what to allow and what to
prohibit.
Step 1. Define the problem: In this scenario, the problem is that the two
management team members disagree on a new company social media policy.
One wants to ban personal visits to Facebook and Twitter totally, while the
other thinks that an outright ban is impossible to implement and might raise the
ire of employees. They need to define what exactly they want to achieve with
the social media policy and what behavior they want to encourage or discourage

Step 2. Identify the interests of each party: The first team member is interested
in minimizing distractions and time-wasting activities like social media, while
the second team member is more concerned with limiting Internet misuse,
including visits to online game, pornography, and shopping sites.

Step 3. Generate options: The team members need to come up with different
options that can address both of their interests. For example, they can consider
limiting access to certain websites during work hours or allowing limited social
media use during breaks.

Step 4. Evaluate options: The team members need to evaluate the pros and cons
of each option and how it aligns with their interests. They should also consider
how feasible and practical each option is.

Step 5. Select the best option: After evaluating all options, the team members
should select the one that addresses both of their interests and is feasible to
implement.

Step 6. Implement and follow up: Once the team members have selected the
best option, they need to implement it and monitor its effectiveness. They
should also be open to making adjustments if needed.