Chapter 11 emphasizes the importance of professionalism in the workplace, highlighting essential skills such as business etiquette, ethical behavior, and effective communication. It discusses how developing professionalism can enhance credibility and employability, as well as provides strategies for constructive criticism and teamwork. Key components include mastering communication tools, maintaining a professional demeanor, and fostering positive workplace relationships.

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

2. Polish
Social intelligence
Business
and dining
etiquette
Soft skills
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3
Ch. 11 / Slide 4
Six Dimensions
of Professional Behavior
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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.
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Ch. 11 / Slide 5
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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
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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
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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
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Ch. 11 / Slide 9
Media Richness and
Communication Effectiveness
9
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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
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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

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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
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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
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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)
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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
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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
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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
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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.
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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.
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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.
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Ch. 11 / Slide 21

14. Practice professional telephone skills and polish your voice
mail etiquette.
Learning Outcome 3
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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
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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
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Ch. 11 / Slide 24
Receiving Telephone Calls Professionally
Identify yourself immediately.
Be responsive and helpful.
Practice telephone confidentiality.
Answer promptly and courteously.
24
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Ch. 11 / Slide 25
Receiving Telephone Calls Professionally
Explain what you are doing when transferring calls.
Take messages carefully.
Leave the line respectfully.
25
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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.
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Ch. 11 / Slide 27
Using Smartphones for Business
Drive now,
talk later.
Don’t text and drive; pull over.
Choose a professional ringtone.
27
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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
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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
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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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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
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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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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
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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
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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.
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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
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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.
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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?
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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.
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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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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.
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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
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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.
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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.
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45
Chapter 11: Professionalism at work: Business etiquette, Ethics,
Teamwork, and Meetings
Ch. 11 / Slide 46
46