Transcript Productive Business Meetings

Chapter 11
Professionalism at Work:
Business Etiquette, Ethics,
Teamwork, and Meetings
Essentials of
Business
Communication 9e
Mary Ellen Guffey & Dana Loewy
© 2013 Cengage Learning ● All Rights Reserved
Defining Professional Behavior
© 2013 Cengage Learning ● All Rights Reserved
 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
© 2013 Cengage Learning ● All Rights Reserved
 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
© 2013 Cengage Learning ● All Rights Reserved
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
© 2013 Cengage Learning ● All Rights Reserved
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
© 2013 Cengage Learning ● All Rights Reserved
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
© 2013 Cengage Learning ● All Rights Reserved
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
© 2013 Cengage Learning ● All Rights Reserved
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
© 2013 Cengage Learning ● All Rights Reserved
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
Improve
your
pronunciation.
Use emphasis
to express
meaning.
Work on
your voice
quality.
© 2013 Cengage Learning ● All Rights Reserved
Your voice is a
communication
tool.
Adjust your
volume
and rate.
Control
your
pitch.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 10
Improve
your
pronunciation.
© 2013 Cengage Learning ● All Rights Reserved
Your voice is a
communication
tool.
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.
Work on
your voice
quality.
© 2013 Cengage Learning ● All Rights Reserved
 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.
© 2013 Cengage Learning ● All Rights Reserved
Control
your
pitch.
 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
Your voice is a
communication
tool.
© 2013 Cengage Learning ● All Rights Reserved
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
Use emphasis
to express
meaning.
Your voice is a
communication
tool.
© 2013 Cengage Learning ● All Rights Reserved
 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
Positive Workplace Relations
© 2013 Cengage Learning ● All Rights Reserved
 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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 16
Responding to Workplace Criticism
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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
Responding to Workplace Criticism
 Disagree respectfully and constructively— if
© 2013 Cengage Learning ● All Rights Reserved
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
Offering Constructive Criticism
© 2013 Cengage Learning ● All Rights Reserved
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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.
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 20
Telephone/Smartphone Etiquette
© 2013 Cengage Learning ● All Rights Reserved
Placing
Calls
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Receiving
Calls
Chapter 11, Slide 21
Making Calls Professionally
 Plan a mini agenda.
 Use a three-point
introduction.
© 2013 Cengage Learning ● All Rights Reserved
1. Your name
2. Your affiliation
3. 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
© 2013 Cengage Learning ● All Rights Reserved
 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
© 2013 Cengage Learning ● All Rights Reserved
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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
Using Smartphones for Business
© 2013 Cengage Learning ● All Rights Reserved
 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
© 2013 Cengage Learning ● All Rights Reserved
 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
Using Voice Mail Professionally
© 2013 Cengage Learning ● All Rights Reserved
On the
Receiver’s
End
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
On the
Caller’s
End
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.
© 2013 Cengage Learning ● All Rights Reserved
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
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© 2013 Cengage Learning ● All Rights Reserved
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
© 2013 Cengage Learning ● All Rights Reserved
 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
Why Businesses Form Teams
© 2013 Cengage Learning ● All Rights Reserved
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Better decisions
Faster response
Increased productivity
Greater buy-in
Less resistance to change
Improved employee morale
Reduced risks
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 31
Becoming a Valued Team Player
Negative Team Behaviors
© 2013 Cengage Learning ● All Rights Reserved
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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
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 32
Becoming a Valued Team Player
Positive Team Behaviors
© 2013 Cengage Learning ● All Rights Reserved
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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
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 33
Characteristics: Successful Teams
© 2013 Cengage Learning ● All Rights Reserved
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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
© 2013 Cengage Learning ● All Rights Reserved
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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
© 2013 Cengage Learning ● All Rights Reserved
Before
the
meeting
During
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
Before
During
Ending and
following up
© 2013 Cengage Learning ● All Rights Reserved
 Determine your purpose.
 Decide how and where to meet.
 Organize an agenda:
• 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
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 38
Productive Business Meetings
Before
During
Ending and
following up
© 2013 Cengage Learning ● All Rights Reserved
 Invite participants.
 Prepare the meeting
location and materials.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 39
Productive Business Meetings
Before
During
Ending and
following up
© 2013 Cengage Learning ● All Rights Reserved
 Start the meeting on time.
 Introduce the meeting:
• Meeting goals
• Meeting length
• Background
• Possible solutions
• Tentative agenda
• Ground rules
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 40
Sample Ground Rules
© 2013 Cengage Learning ● All Rights Reserved
 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
© 2013 Cengage Learning ● All Rights Reserved
 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
Before
During
Ending and
following up
© 2013 Cengage Learning ● All Rights Reserved
 Move the meeting along.
• Encourage all to participate.
• Discourage monopolizers.
• Avoid digressions.
 When the group reaches consensus,
summarize and ask for confirmation.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 43
Productive Business Meetings
Before
During
Ending and
following up
© 2013 Cengage Learning ● All Rights Reserved
 If conflict develops, encourage each
person to speak and let groups decide on
a direction to follow.
 Control dysfunctional
group members.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 44
Controlling Dysfunctional Members
Before
During
Ending and
following up
© 2013 Cengage Learning ● All Rights Reserved
 Lay down rules
 Seat potentially dysfunctional members
strategically
 Avoid direct eye contact
 Assign dysfunctional members specific tasks
 Give praise and encouragement.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 45
Productive Business Meetings
Before
During
Ending and
following up
© 2013 Cengage Learning ● All Rights Reserved
 Conclude the meeting at
the agreed time.
 Summarize decisions.
 Review deadlines and
responsibilities for action
items.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 46
Productive Business Meetings
Before
During
Ending and
following up
© 2013 Cengage Learning ● All Rights Reserved
 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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 47
Productive Business Meetings
Before
During
Ending and
following up
© 2013 Cengage Learning ● All Rights Reserved
 Distribute minutes.
 Check to see that all
assigned tasks are
completed by
agreed-upon deadlines.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 48
Meeting Minutes
Meeting minutes may include the following:
© 2013 Cengage Learning ● All Rights Reserved
 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
“Teamwork divides the task and
multiplies the success.”
--Author unknown
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 50
END
Essentials of
Business
Communication 9e
Mary Ellen Guffey & Dana Loewy
© 2013 Cengage Learning ● All Rights Reserved