1. Chapter 11
Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings

2. Defining Professional Behavior
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

3. Defining Professional Behavior
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

4. Being Professional on the Job
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

5. Being Professional on the Job
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

6. Being Professional on the Job
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

7. Being Professional on the Job
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

8. Being Professional on the Job
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

9. Being Professional on the Job
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

10. Use emphasis to express meaning. Adjust your volume and rate. Control
pitch.
Work on
your voice
quality.
Improve
pronunciation.
Your voice is a
communication
tool.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 10

11. Improve
your
pronunciation.
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

12. Do you sound enthusiastic, friendly, alert, happy, or positive? OR
Work on
your voice
quality.
Your voice is a
communication
tool.
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

13. Avoid a flat, monotone voice. Strive for a variety of pitch patterns.
Your voice is a
communication
tool.
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

14. Speak as loudly or softly as the occasion demands.
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.
Don’t speak too rapidly or too slowly.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 14

15. Stress those words that require emphasis.
Use emphasis
to express
meaning.
Your voice is a
communication
tool.
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

16. Positive Workplace Relations
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

17. Responding 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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 17

18. Responding to Workplace Criticism
Disagree respectfully and constructively— if 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

19. Offering Constructive Criticism
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

20. Offering Constructive Criticism
Encourage two-way communication.
Avoid anger, sarcasm, and a raised voice.
Keep it private.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 20

21. Telephone/Smartphone Etiquette
Placing
Calls
Receiving
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 21

22. Making Calls Professionally
Plan a mini agenda.
Use a three-point introduction.
Your name
Your affiliation
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

23. Making Calls Professionally
Be cheerful and accurate.
Be professional and courteous.
Bring it to a close.
Avoid telephone tag.
Leave complete voic messages.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 23

24. 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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 24

25. Using Smartphones for Business
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

26. Using Smartphones for Business
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

27. Using Voice Mail Professionally
On the
Receiver’s
End
Caller’s
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 27

28. On the Receiver’s End Don't overuse voice mail.
Set the number of rings appropriately.
Prepare a professional, concise, friendly greeting. 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

29. On the Receiver’s End 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

30. 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.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 30

31. Professional Groups and Teams
Why Businesses Form Teams
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

32. Becoming a Valued Team Player
Negative Team Behaviors
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

33. Becoming a Valued Team Player
Positive Team Behaviors
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

34. Characteristics: Successful Teams
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

35. Characteristics: Successful Teams
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

36. Productive Business Meetings
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

37. Productive Business Meetings
Before
During
Ending and
following up
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

38. Typical Meeting Agenda
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 38

39. Productive Business Meetings
Before
During
Ending and
following up
Invite participants.
Prepare the meeting location and materials.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 39

40. Productive Business Meetings
Before
During
Ending and
following up
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

41. Sample Ground Rules 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

42. Sample Ground Rules 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

43. Productive Business Meetings
Before
During
Ending and
following up
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

44. Productive Business Meetings
Before
During
Ending and
following up
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

45. Controlling Dysfunctional Members
Before
During
Ending and
following up
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

46. Productive Business Meetings
Before
During
Ending and
following up
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

47. Productive Business Meetings
Before
During
Ending and
following up
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

48. Productive Business Meetings
Before
During
Ending and
following up
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

49. Meeting Minutes Meeting minutes may include the following:
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

50. “Teamwork divides the task and multiplies the success.”
--Author unknown
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 11, Slide 50

51. END