1. Chapter 7 Professional and Social Communication

2. What is protocol? A specific “code or system of conduct” that is followed A specific “code or system of conduct” that is followed

3. Signs of respect When you speak to a person, you make direct eye contact When you speak to a person, you make direct eye contact When you meet your prospective boss, you offer a firm handshake When you meet your prospective boss, you offer a firm handshake When you bring a friend into your house, you introduce him or her to your family When you bring a friend into your house, you introduce him or her to your family When the boss or the teacher is ready to begin, you end your personal conversation When the boss or the teacher is ready to begin, you end your personal conversation

4. Appropriate Tone An Aggressive Tone – wants to win at all costs, even if that means intimidating, manipulating, or belittling others in the process An Aggressive Tone – wants to win at all costs, even if that means intimidating, manipulating, or belittling others in the process A Nonassertive Tone – one that shows a lack of emotion or energy A Nonassertive Tone – one that shows a lack of emotion or energy An Assertive Tone – middle ground between aggressive and nonassertive, direct, yet tactful An Assertive Tone – middle ground between aggressive and nonassertive, direct, yet tactful

5. Conversation Blockers Talking too much – dominating the conversation irritates others and makes them feel left out Talking too much – dominating the conversation irritates others and makes them feel left out Talking too little – long “dead spots” in a conversation make everyone uncomfortable Talking too little – long “dead spots” in a conversation make everyone uncomfortable Interrupting others – the quickest way to break up conversation is to cut people off when they speak Interrupting others – the quickest way to break up conversation is to cut people off when they speak

6. Destructive Criticism Hurts feelings Hurts feelings Makes another feel silly or embarrassed or incompetent Makes another feel silly or embarrassed or incompetent Tears down a relationship Tears down a relationship Uses an aggressive tone Uses an aggressive tone

7. Constructive Criticism Builds up relationships Builds up relationships Offers solutions Offers solutions Encourages another to improve Encourages another to improve Uses an assertive tone Uses an assertive tone

8. Receiving Criticism Maintain your composure Maintain your composure Allow others to finish what they have to say Allow others to finish what they have to say Don’t interrupt Don’t interrupt Be a good listener Be a good listener Ask questions (courteously) Ask questions (courteously) Thank the person for his or her thoughts and observations Thank the person for his or her thoughts and observations

9. Types of Language Informal Language - casual language that you use with friends Informal Language - casual language that you use with friends Standard Language – language that is commonly accepted and expected by most social groups, as well as by professionals Standard Language – language that is commonly accepted and expected by most social groups, as well as by professionals Technical Language – language used in specific professional fields, includes jargon or technical terms not understood by the general public Technical Language – language used in specific professional fields, includes jargon or technical terms not understood by the general public

10. Appreciating Age, Gender and Ethnicity Women spend 85% of consumer dollars Women spend 85% of consumer dollars Older Americans spend more than $800 billion each year Older Americans spend more than $800 billion each year By the year 2000, African Americans, Asian Americans, and Hispanics will have over $500 billion on spending power By the year 2000, African Americans, Asian Americans, and Hispanics will have over $500 billion on spending power

11. Promoting Diversity Be Open-minded – this is the first step in understanding people and issues Be Open-minded – this is the first step in understanding people and issues Be Tolerant – increase your capacity to recognize and respect the rights, practices and opinions of others, even if you disagree with them Be Tolerant – increase your capacity to recognize and respect the rights, practices and opinions of others, even if you disagree with them Be Empathetic – try to put yourself in another’s shoes to understand how they feel Be Empathetic – try to put yourself in another’s shoes to understand how they feel