This document discusses developing professionalism and interpersonal skills. It covers six dimensions of professional behavior: appearance, tolerance, honesty, reliability, collegiality, and courtesy. Developing skills like business etiquette, effective communication, and teamwork can help one gain credibility and a competitive advantage. Mastering professionalism leads to success as employers seek these soft skills. The document provides tips for skills like giving and receiving feedback, using your voice effectively, and resolving conflicts respectfully.

1. 1

2. Ch. 11 / Slide 2
Build your credibility and gain a
competitive advantage by developing
professionalism, an ethical mind-set,
and business etiquette skills.
Learning Outcome 1
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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

3. Developing Professionalism
and Personal Credibility
What is professionalism?
Ch. 11 / Slide 3
Civility
Polish
Social
intelligence
Business
and dining
etiquette
Soft skills
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

4. Ch. 11 / Slide 4
Six Dimensions
of Professional Behavior
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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Appearance / Appeal
Tolerance / Tact
Honesty / Ethics
Reliability / Diligence
Collegiality / Sharing
Courtesy / Respect

5. 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.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 5

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 6
Gaining an Etiquette Edge
Use polite
words.
Express sincere
appreciation
and praise.
Be selective
in sharing
personal
information.
Don’t put
people
down.
Respect
coworkers’
space.

7. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 7
Gaining an Etiquette Edge
Rise above
others’
rudeness.
Be considerate
when sharing
space and
equipment.
Choose the
high road in
conflict. Disagree
agreeably.

8. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 8
Learning Outcome 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.

9. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 9
Media Richness and
Communication Effectiveness

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 10
Your Voice
Is a Communication Tool
Improve your
pronunciation.
Control
your
pitch.
Work on your
voice quality.
Master emphasis;
combat verbal tics.
Adjust your
volume and rate.

11. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 11
Your Voice
Is a Communication Tool
Improve your
pronunciation.
et cetera – not excetera
supposedly – not supposably
library – not li-berry
going to – not gonna

12. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 12
Your Voice
Is a Communication Tool
Work on your
voice quality.
Record yourself:
Do you sound enthusiastic, friendly,
alert, happy, and positive?
Avoid vocal fry, a creaky, raspy sound at
the end of drawn-out sentences.

13. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 13
Your Voice
Is a Communication Tool
Control
your pitch.
Avoid a flat, monotone voice.
Let your voice rise and fall in
conversational tones.
Practice to use a relaxed, controlled,
well-pitched voice.

14. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 14
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. (volume)
Don’t speak too rapidly or too slowly. (rate)

15. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 15
Your Voice
Is a Communication Tool
Master emphasis;
combat verbal tics.
By emphasizing certain words, you can
change the meaning you are expressing.
To sound confident and competent, avoid
verbal fillers and uptalk, a rising inflection
making every sentence sound like a question.

16. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 16
Making Workplace
Conversation Matter
Give sincere
and specific
praise.
Use correct
names and
titles.
Act professionally in
social situations.
Choose
appropriate
topics.
Listen to learn.
Avoid negative
remarks.

17. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 17
Receiving Workplace
Criticism Gracefully
Listen without
interrupting.
Paraphrase
what was said.
Acknowledge what
you are hearing.
“I understand you
have a concern.”
Determine the
speaker’s intent.

18. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 18
Receiving Workplace
Criticism Gracefully
Ask for more
information if
necessary.
Look for a
middle
position.
Disagree respectfully
and constructively—
if you feel the
comments are unfair.
Agree—if the comments
are accurate.
Learn from
criticism.

19. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 19
Providing Constructive
Criticism on the Job
Be specific.
Avoid broad
generalizations.Mentally outline your
conversation.
When possible,
communicate
face-to-face.
Focus on
improvement.
Offer to help.

20. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 20
Providing Constructive
Criticism on the Job
Discuss the
behavior, not
the person.
Avoid anger,
sarcasm, and a
raised voice.
Encourage
two-way
communication.
Keep it private.
Use the word
we rather
than you.

21. Ch. 11 / Slide 21
Practice professional telephone skills
and polish your voice mail etiquette.
Learning Outcome 3
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
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22. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 22
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.

23. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 23
Making Telephone Calls
Professionally
• Be professional and courteous.
• End the call politely.
• Avoid telephone tag.
• Leave complete voice
mail messages.

24. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 24
Receiving Telephone Calls
Professionally
• Identify yourself immediately.
• Be responsive and helpful.
• Practice telephone confidentiality.
• Answer promptly and courteously.

25. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 25
Receiving Telephone Calls
Professionally
• Explain what you are doing when
transferring calls.
• Take messages carefully.
• Leave the line respectfully.

26. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 26
Using Smartphones for Business
Take only urgent calls;
avoid being disruptive.
Be courteous
to those
around you.
Speak in low,
conversational tones.
Observe
wireless-free
quiet areas.

27. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 27
Using Smartphones for Business
Drive now,
talk later.
Don’t text and drive;
pull over.
Choose a
professional
ringtone.

28. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 28
Making the Best Use
of Voice Mail
Don’t use voice mail to avoid
taking calls.
Prepare a professional,
concise, friendly greeting.
Respond to messages
promptly.
Plan for vacations and other
extended absences.
On the
receiver’s
end:
Test your message.

29. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 29
Making the Best Use
of Voice Mail
Be prepared to
leave a message.
Leave a concise,
thorough message.
Speak slowly and articulate.
Be careful with
confidential information.
On the
caller’s end:
Use a courteous tone.

30. Learning Outcome 4
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 30
Understand the importance of teamwork
in today’s digital era workplace, and
explain how you can contribute positively
to team performance.

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a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 31
Why Form Teams?
Better decisions
Less resistance to
changeFaster responses
Improved
employee morale
Increased
productivity Greater buy-in
Reduced risks

32. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 32
The Four Phases of Team Development
• Select
members.
• Become
acquainted.
• Build trust.
• Form
collaborative
culture.
Forming
• Discuss
alternatives.
• Evaluate
outcomes.
• Apply criteria.
• Prioritize
alternatives.
Norming
• Identify
problems.
• Collect and
share
information.
• Establish
decision criteria.
• Prioritize goals.
Storming
• Select
alternative.
• Analyze effects.
• Implement
plan.
• Manage
project.
Performing

33. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 33
Collaborating in Virtual Teams
Collaborate with
coworkers in other
cities and countries.
Coordinate tasks
across time and
geographic zones.
Participate and collaborate locally.
Accomplish shared
tasks without
face-to-face contact.
Pool expertise from
various, diverse
contributors.

34. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 34
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

35. © 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.
Ch. 11 / Slide 35
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

36. Ch. 11 / Slide 36
Defining Successful Teams
Confront
conflict.
Collaborate
rather than
compete.
Communicate
effectively.
Agree on
purpose
and
procedures.
Accept
ethical
responsi-
bilities.
Stay
small
and
embrace
diversity.
Share
leadership.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

37. Ch. 11 / Slide 37
Six Steps for
Dealing With Conflict
Listen
1 Understand
other
points of
view
2 Show you
care about
the
relationship
3 Look for
common
ground
4 Invent new
problem-
solving
options
5 Reach an
agreement
based on
what is fair
6
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

38. Learning Outcome 5
Ch. 11 / Slide 38
Discuss effective practices
and technologies for planning and
participating in productive face-to-face
meetings and virtual meetings.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

39. Ch. 11 / Slide 39
Planning and Participating in
Face-to-Face and Virtual Meetings
Meetings are disliked,
but they can be
career-critical.
Judgments are
formed and careers
are made or blunted.
Meetings are opportunities
to demonstrate leadership,
communication, and
problem-solving skills.
Meetings: Time Wasters or Opportunities?
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

40. Ch. 11 / Slide 40
Planning a Productive Meeting
Meet only when the topic demands a rich medium
because it is important and requires an exchange of ideas.
Determine the purpose
of the meeting.
Decide how and
where to meet.
Invite the
right people.
Distribute an
agenda.
Train participants
on technology.
Use a digital calendar
for scheduling.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

41. Ch. 11 / Slide 41
Managing the Meeting
Encourage
participation.
Start on time;
review agenda
and ground rules. Appoint a secretary
and a recorder.
Summarize along
the way.Confront conflict
frankly.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

42. Ch. 11 / Slide 42
Ending the Meeting and
Following Up
Review
meeting
decisions,
tasks, and
deadlines.
Distribute
minutes of
meeting
promptly.
Follow up to
remind
participants
of action
items.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

43. Ch. 11 / Slide 43
Virtual Meetings
Well-run virtual
teams can be
highly productive
and outperform
co-located teams.
• Real-time gatherings of dispersed participants
• Audioconferences using telephones or
videoconferences using the Internet
Purposes: training,
sales presentations,
team activities,
talking to customers
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

44. Ch. 11 / Slide 44
Best Practices for Virtual Meetings
Explain
how
questions
may be
asked and
answered.
Select the best technology; train
participants, if needed.
Encourage participants to log in
15 minutes early.
Be aware of
different time
zones; rotate
meeting time.
Decide what
language to use.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

45. Ch. 11 / Slide 45
Best Practices for Virtual Meetings
Manage turn-taking;
humanize virtual meetings.
Ensure it’s
clear who is
speaking in
audio-
conferences.
Silence all
electronic
alerts and
alarms.
Don’t multi-
task; give
your full
attention.
Be precise;
speak
simply;
sound
upbeat.
© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in
a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

46. Ch. 11 / Slide 46