Business comm guffey chapter 11 comm_ch11_ppt.ppt

© 2010 Thomson South-Western
Student Version
CHAPTER 11
CHAPTER 11
Professionalism at
Professionalism at
Work: Business
Work: Business
Etiquette, Ethics,
Etiquette, Ethics,
Teamwork, and
Teamwork, and
Meetings
Meetings

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 11, Slide 2
Defining Professional
Defining Professional
Behavior
Behavior
 Civility – respect for others
 Polish – first impressions, voice quality, listening
 Manners – proper attire, comportment, dining
etiquette
 Social intelligence – sensitivity, perception of
others and situations
 Soft skills – personal qualities, habits, attitudes,
communication skills, social graces
 Ethics – integrity, honesty, desire to treat others
with respect and dignity

Use emphasis
to express
meaning.
Adjust your
volume
and rate.
Control
your
pitch.
Work on
your voice
quality.
Improve
your
pronunciation.
Using Your
Using Your
Voice as a
Voice as a
Communication
Communication
Tool
Tool

Promoting Positive
Promoting Positive
Workplace Relations
Workplace Relations
 Use correct names and titles.
 Choose appropriate workplace
topics.
 Avoid negative remarks.
 Listen to learn.
 Give sincere and specific praise.
 Act professionally in social situations.

Responding Professionally
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.

 Disagree respectfully and constructively
— if you feel the comments made are
unfair.
 Look for a middle position.
 Learn from criticism.

Offering Constructive
Criticism on the Job
 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.”

 Encourage two-way communication.
 Avoid anger, sarcasm, and a raised
voice.
 Keep it private.

Making Calls Professionally
 Plan a mini agenda.
 Use a three-point introduction.
1. Your name
2. Your affiliation
3. A brief explanation of why you are
calling
 Be brisk if you are rushed.

 Be cheerful and accurate.
 Be professional and courteous.
 Bring it to a close.
 Avoid telephone tag.
 Leave complete voice-mail
messages.

Receiving Calls Professionally
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.

On the Receiver’s End
On the Receiver’s End
 Don't overuse voice mail.
 Set the number of rings appropriately.
 Prepare a professional, concise, friendly
greeting.
 Test your message.
 Change your message as necessary.
 Respond to messages promptly.
 Plan for vacations and other absences.

On the Caller’s End
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.

Becoming a Team Player in
Becoming a Team Player in
Professional Groups and Meetings
Professional Groups and Meetings
 Better decisions
 Faster response
 Increased productivity
 Greater buy-in
 Less resistance to change
 Improved employee morale
 Reduced risks
Why Businesses Forms Teams

 Small size, diverse
makeup
 Agreement on
purpose
 Agreement on
procedures
 Ability to confront
conflict
 Use of good
communication
techniques
 Ability to collaborate
rather than compete
 Shared leadership
 Acceptance of ethical
responsibilities
Characteristics of Successful
Characteristics of Successful
Professional Teams
Professional Teams

 Determine your purpose.
 Decide how and where to meet.
 Organize an agenda. Include date and place,
start and end times, topics in order of priority and
names of people responsible, time for each topic,
and meeting preparation expected of participants.
 Invite participants.
During
Ending and
following up
Before
Conducting Productive Business
and Professional Meetings

 Start the meeting on time.
 Summarize the meeting goal, provide
background, offer possible solutions, review the
tentative agenda, and announce ground rules.
 Move the meeting along by encouraging all to
participate, discouraging monopolizers, and
avoiding digressions.
Before
Ending and
following up
During

 Conclude the meeting at the agreed
time.
 Summarize decisions.
 Review deadlines and responsibilities
for action items.
During
Before
Ending and
following up

 Distribute minutes.
 Check to see that all assigned tasks
are completed by agreed-upon
deadlines.
During
Before
Ending and
following up

Business comm guffey chapter 11 comm_ch11_ppt.ppt

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