Chapter 11

Instructor PowerPoint
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
©denphumi/ThinkStock 1
Learning Objective
1
Understand professionalism,
start developing business
etiquette skills, and build an
ethical mind-set—important
qualities digital-age employers
seek.
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 11 / Slide 2
Developing Professionalism
and Business Etiquette Skills
What is professionalism?
Business
Social
Civility and dining Polished Soft skills
intelligence
politeness etiquette image Ability to get along well
with others
© photo copyrights here
Six Dimensions
of Professional Behavior
Appearance, Appeal
Tolerance, Tact
Honesty, Ethics
Reliability, Diligence
Collegiality, Sharing
Courtesy, Respect
© denis_pc/Fotolia
Why professionalism?
Professionalism
Leads to Success
Good manners and a businesslike,

professional demeanor are among
the 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.
© denis_pc/Fotolia
Discussion
Projecting Professionalism:
Speech Habits
Unprofessional Professional
• Uptalk (rising tone)

• like used as a filler Your credibility can be
seriously damaged by
• slang and profanity sounding uneducated,
(disrespect for a god or religion)
• poor grammar crude, or adolescent.
E-Mail
• incomplete sentences Employers like to see

• misspelled words subjects, verbs, and
• exclamation points punctuation. They
dislike IM abbreviations.
• IM slang and textspeak They value conciseness
• mindless chatter and correct spelling,
• sloppy messages (careless) even in brief e-mail
messages and texts.
denis_pc/Fotolia
E-Mail
E-mail addresses E-mail addresses

such as: should include a
doodleking@hotmail.com name or a positive,
hotmama@yahoo.com
businesslike
loverboy@gmail.com
expression; they
should not sound
cute or include
nicknames.
Voicemail
An outgoing message An outgoing message

with distracting that states your
background music, name and provides
weird sounds, or a instructions for
joke message leaving a message
© mostafa fawzy/Fotolia
Telephone Presence
Blaring TV shows, A quiet background

thunderous music, or when you answer the
a sports events telephone, especially
playing noisily in the if you are expecting a
background when prospective
you answer the employer’s call
phone
Cell Phones, Tablets
Using electronics Turning off phone and
during business message notification,
meetings for both audible and
nonbusiness purposes vibrate, during
or during conversations meetings; using your
with fellow employees; smart devices only for
raising your voice (cell business-related
yell); forcing others to purposes
overhear your calls
Texting
Sending and receiving Sending business text

text messages during messages only when
meetings for necessary
nonbusiness purposes,
texting during face-to-
face conversations, or
texting needlessly
Gaining an Etiquette Edge
Use polite Express sincere

words. appreciation
and praise. Respect
Don’t put coworkers’
people space.
down.
Be selective
in sharing
personal
information.
© denis_pc/Fotolia
Gaining an Etiquette Edge
Rise above Be considerate

others’ when sharing space
rudeness. and equipment.
Choose the
high road in Disagree
conflict. agreeably.
to take the course of action which is
safest and most familiar
© denis_pc/Fotolia
Learning Objective
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.
Your Voice
Is a Communication Tool
Improve Work Control Adjust Use

your on your your your emphasis
pronun- voice pitch. volume to express
ciation. quality. and rate. meaning.
© puckillustrations/Fotolia
Your Voice

et cetera – not excetera
going to – not gonna
library – not li-berry
supposedly – not supposably
Your Voice

Do you sound enthusiastic, friendly,
alert, happy, and positive?
OR
Do you sound controlling, frustrated,
angry, slow-witted, bored, and negative?
Your Voice

Avoid a flat, monotone voice.

Strive for a variety of pitch patterns.
Your Voice

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.
Your Voice

A lower pitch and volume make you
sound professional or reasonable.
To sound confident and competent, avoid
uptalk, which makes you sound weak and
tentative ). (= uncertain
Making Workplace
Conversation Matter
Use correct Avoid negative
names and remarks.
titles. Choose
appropriate
Listen to topics.
learn.
Give sincere
and specific
praise. Act professionally in
social situations.
Finding a friend who can Finding a friend who is Finding a friend whose
play a musical the youngest child in hometown is not Saigon
instrument his/her family (where)
……………………… ……………………… ………………………
Finding a friend who has Finding a friend who has Finding a friend who can
ever had 5 minutes of a pet dance well
glory? And what is it? ………………………
……………………… ………………………
Finding a friend who had Finding a friend who Finding a friend who
near dead experience loves spicy food took charge of a class
……………………… monitor
……………………… ………………………
Receiving Workplace
Criticism Gracefully
Listen Determine
without the speaker’s
interrupting. intent.
Acknowledge what Paraphrase

you are hearing. what was said.
“I understand you
have a concern.”
Receiving Workplace
Criticism Gracefully
Ask for more Disagree respectfully
information and constructively –
if necessary. if you feel the
comments are
unfair.
Agree – if the
comments are
accurate. Look for a
Learn from middle
criticism. position.
Providing Constructive
Criticism on the Job
When possible, Focus on

Mentally communicate improvement.
outline your face-to-face.
conversation.
Be specific. Offer to
help.
Avoid broad
generalizations.
Providing Constructive
Criticism on the Job
Use the word Encourage

we rather than two-way
you. communication.
Discuss the
behavior, not
the person. Avoid anger,
sarcasm,
Keep it private.
and a raised
voice.
Learning Objective
3
Practice professional
telephone skills and polish
your voice mail etiquette.
Making Telephone Calls
Professionally
• Plan a mini-agenda.
• Use a three-point introduction
(call the person by name, identify
yourself, give a brief reason for
calling).
• Be brisk if you are rushed.
• Be cheerful and accurate.
© Dark Vectorangel/Fotolia
May I speak to Jeremy Johnson?
This is Paula Soltani of Coughlin and
Associates, and I’m seeking information
about a software program called ZoneAlarm
Internet Security
Making Telephone Calls
Professionally
• Be professional and courteous.
• Bring it to a close.
• Avoid telephone tag.
• Leave complete voice
mail messages.
© Dark Vectorangel/Fotolia
Receiving Telephone Calls
Professionally
• Identify yourself immediately.
• Be responsive and helpful.
• Practice telephone confidentiality.
• Take messages carefully.
• Put callers on hold respectfully.
© Moneca/Fotolia
Practicing Courteous and
Responsible Smartphone Use
Be courteous
to those Observe
around you. wireless-free
quiet areas.
Speak in low,
conversational
tones. Take only urgent calls.
Practicing Courteous and
Responsible Smartphone Use
Drive now, Choose a

talk later. professional
ringtone.
Text with
caution.
Making the Best Use
of Voice Mail
On the Don’t use voice mail to avoid
receiver’s taking calls.
end: Prepare a professional,
concise, friendly greeting.
Respond to messages
promptly.
Plan for vacations and other

extended absences.
© Iadam/Fotolia
Hi! This is Larry Lopez of Proteus Software,
and I appreciate your call. You have reached
my voice mailbox because I’m either working
with customers or talking 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.
I’ll be back at 2:30 or I’ll be out of my
office until Wednesday, May 20.
Making the Best Use
of Voice Mail
On the Be prepared to
caller’s end: leave a message.
Leave a concise,
thorough message.
Speak slowly and articulate.
Be careful with
confidential information.
© Iadam/Fotolia
Learning Objective
4
Understand the importance of

teamwork in today’s digital-era
workplace, and explain how you
can contribute positively to
team performance.
Adding Value to
Professional Teams
What Do Digital-Age Employers Want?
• Education
• Experience
• Hard skills:
Technical expertise
in your field
• Soft skills:
Communication and
interpersonal abilities
© denis_pc/Fotolia
Why Form Teams?
Less resistance to
Better decisions
change
Improved employee
Faster response
morale
Increased productivity Reduced risks
Greater buy-in
© denis_pc/Fotolia
The Four Phases
of Team Development
Storming
• Select Performing
members • Identify
problems • Discuss
• Become alternatives
acquainted • Collect and • Select
share • Evaluate alternative
• Build trust information outcomes
• Form • Analyze
• Establish • Apply effects
collaborative decision criteria
culture criteria • Implement
• Prioritize plan
• Prioritize alternatives
Forming goals • Manage
project
Norming
Collaborating in Virtual Teams
Work is what you do rather
than a place you go.
Collaborate Coordinate Participate Accomplish Pool

with tasks across and shared tasks expertise
coworkers time and collaborate without from various,
in other geographic locally. face-to-face diverse
cities and zones. contact. contributors.
countries.
© raven/Fotolia, © antoshkaforever/Fotolia
Positive Team Behavior
Setting rules and abiding by them
Analyzing tasks and defining problems
Contributing information and ideas
Showing interest and listening actively
Encouraging members to participate
Synthesizing points of agreement

© denis_pc/Fotolia
Negative Team Behavior
Blocking the ideas of others
Insulting and criticizing others
Wasting the group’s time
Making improper jokes and comments
Failing to stay on task
Withdrawing, failing to participate

© denis_pc/Fotolia
Work in team
Draw the HCMC in the next 20

years
Defining Successful Teams
Communicate
effectively. Collaborate
Confront
rather than
conflict.
compete.
Agree on
purpose and Accept ethical
procedures. responsibilities.
Stay small
Share
and
embrace leadership.
diversity.
© denis_pc/Fotolia
Six Steps for
Dealing With Conflict
6
5 Reach an
4 Invent new agreement
based on
3
problem-
Look for solving what is fair
2
common options
Show you ground
1
care about
Understand the
other relationship
Listen points of
view
Learning Objective
5
Discuss effective practices

and technologies for planning
and participating in productive
face-to-face meetings and
virtual meetings.
Planning and Participating in
Face-to-Face and Virtual Meetings
Meetings: Meetings are disliked, but

they can be career-critical.
Time Wasters or
Opportunities? Judgments are formed and
careers are made or blunted.
Meetings are opportunities

to demonstrate leadership,
communication, and
problem-solving skills.
© denis_pc/Fotolia
Planning a Productive Meeting
Meet face-to-face when the topic is important
and requires an exchange of ideas.
Invite the Distribute Use a digital Train

right people. an agenda. calendar for participants on
scheduling. technology.
© denis_pc/Fotolia, © mostafa fawzy/Fotolia
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

© MelisendeVector.com/Fotolia, © mostafa fawzy/Fotolia, © Christopher Jones/Fotolia
Ending the Meeting
and Following Up
Review Distribute Remind

meeting minutes of people of
decisions. meeting. action items.
© iQoncept/Fotolia
Being a Productive Participant
Keep your
Arrive voice calm
Have a Wait for
early and Contribute and
positive others to
come respectfully. pleasant,
attitude. finish.
prepared. yet
energetic.
Being a Productive Participant
Use
electronic Express Follow
Give devices your views up by
Help
credit to only for in the completing
summarize.
others. meeting- meeting, assigned
related not later. tasks.
tasks.
Virtual Meetings:
Audioconferencing
• Simple and effective
• Most commonly used collaborative
tool in business
• Tools include enhanced speakerphone,
telephone, and mobile phone
• Also known as teleconferencing,
conference calling, and phone
conferencing
© pawwod/Fotolia
Techniques for Successful
Virtual Meetings
Be sure everyone is familiar with the
meeting software technology.
Distribute documents in advance

and log on early.
Explain how to ask and answer

questions using the technology.
Remind participants to state their

names before speaking.
©denphumi/ThinkStock

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Instructor PowerPoint

Good manners and a businesslike,

Projecting and maintaining a

• Uptalk (rising tone)

• poor grammar crude, or adolescent.

• incomplete sentences Employers like to see

E-mail addresses E-mail addresses

An outgoing message An outgoing message

Blaring TV shows, A quiet background

Sending and receiving Sending business text

Use polite Express sincere

Rise above Be considerate

Use your voice as a

Improve Work Control Adjust Use

Improve Work Control Adjust Use

Improve Work Control Adjust Use

Improve Work Control Adjust Use

Avoid a flat, monotone voice.

Improve Work Control Adjust Use

Improve Work Control Adjust Use

Acknowledge what Paraphrase

When possible, Focus on

Use the word Encourage

Drive now, Choose a

Plan for vacations and other

Speak slowly and articulate.

Understand the importance of

Increased productivity Reduced risks

Collaborate Coordinate Participate Accomplish Pool

Analyzing tasks and defining problems

Contributing information and ideas

Showing interest and listening actively

Encouraging members to participate

Synthesizing points of agreement

Insulting and criticizing others

Wasting the group’s time

Making improper jokes and comments

Failing to stay on task

Withdrawing, failing to participate

Draw the HCMC in the next 20

Discuss effective practices

Meetings: Meetings are disliked, but

Meetings are opportunities

Invite the Distribute Use a digital Train

Appoint a secretary and a recorder

Confront conflict frankly

Summarize along the way

Review Distribute Remind

Distribute documents in advance

Explain how to ask and answer

Remind participants to state their

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