Chapter 11: Professionalism at work: Business etiquette, Ethics, Teamwork, and Meetings 1 1 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 © 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. 2 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. 3 Ch. 11 / Slide 4 Six Dimensions of Professional Behavior © 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. Appearance / Appeal Tolerance / Tact Honesty / Ethics Reliability / Diligence Collegiality / Sharing Courtesy / Respect 4 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 5 © 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 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. 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 i ...

1. Chapter 11: Professionalism at work: Business etiquette, Ethics,
Teamwork, and Meetings
1
1
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
© 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.
2
Developing Professionalism
and Personal Credibility
What is professionalism?
Ch. 11 / Slide 3
Civility

2. 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.
3
Ch. 11 / Slide 4
Six Dimensions
of Professional Behavior
© 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.
Appearance / Appeal

3. Tolerance / Tact
Honesty / Ethics
Reliability / Diligence
Collegiality / Sharing
Courtesy / Respect
4
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
5
© 2019 Cengage Learning®. May not be scanned, copied or

4. 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 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.
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.
Ch. 11 / Slide 7
Gaining an Etiquette Edge
Rise above others’ rudeness.

5. Be considerate when sharing space and equipment.
Choose the high road in conflict.
Disagree agreeably.
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 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.
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

6. otherwise on a password-protected website or school approved
learning management system for classroom use.
Ch. 11 / Slide 9
Media Richness and
Communication Effectiveness
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 10
Your Voice
Is a Communication Tool
Improve your
pronunciation.
Control
your
pitch.
Work on your
voice quality.
Master emphasis;
combat verbal tics.

7. Adjust your
volume and rate.
10
© 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
11

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 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.
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 13
Your Voice
Is a Communication Tool
Control
your pitch.

9. Avoid a flat, monotone voice.
Let your voice rise and fall in
conversational tones.
Practice to use a relaxed, controlled,
well-pitched voice.
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 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)
14

10. © 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.
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 16
Making Workplace
Conversation Matter

11. Give sincere and specific praise.
Use correct names and titles.
Act professionally in social situations.
Choose appropriate topics.
Listen to learn.
Avoid negative remarks.
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 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.

12. 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 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.
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 19
Providing Constructive
Criticism on the Job
Be specific.
Avoid broad generalizations.

13. Mentally outline your conversation.
When possible, communicate
face-to-face.
Focus on improvement.
Offer to help.
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 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.
20
Ch. 11 / Slide 21

14. 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
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.
© 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.
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

15. 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.
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 24
Receiving Telephone Calls Professionally
Identify yourself immediately.
Be responsive and helpful.
Practice telephone confidentiality.
Answer promptly and courteously.
24
© 2019 Cengage Learning®. May not be scanned, copied or

16. 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.
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 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.
26

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 27
Using Smartphones for Business
Drive now,
talk later.
Don’t text and drive; pull over.
Choose a professional ringtone.
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 28
Making the Best Use
of Voice Mail
Don’t use voice mail to avoid taking calls.
Prepare a professional, concise, friendly greeting.

18. Respond to messages promptly.
Plan for vacations and other extended absences.
On the receiver’s end:
Test your message.
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 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.

19. 29
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.
© 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 31
Why Form Teams?
Better decisions
Less resistance to change
Faster responses
Improved employee morale
Increased productivity
Greater buy-in

20. Reduced risks
31
© 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

21. Select alternative.
Analyze effects.
Implement plan.
Manage project.
Performing
32
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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.
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

22. 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
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 35
Negative Team Behavior
-
-
-

23. 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
35
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.

24. Share leadership.
© 2019 Cengage Learning®. May not be scanned, copied or
duplicated, or posted to a publicly accessible w ebsite, 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.
36
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

25. 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
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learning management system for classroom use.
37
Learning Outcome 5
Ch. 11 / Slide 38

26. 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.
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.
39

27. 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.
40
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.

28. Confront conflict frankly.
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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
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41
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
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42
Ch. 11 / Slide 43
Virtual Meetings

29. 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.
43
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
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30. 44
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
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learning management system for classroom use.
45
Chapter 11: Professionalism at work: Business etiquette, Ethics,
Teamwork, and Meetings
Ch. 11 / Slide 46
46