Business Comm. Ch. 11 (official)
synonyms for professionalism (7)
1. desirable workplace behavior 2. business etiquette 3. business protocol 4. soft skills 5. social intelligence 6. polish 7. civility
norming stage (4)
1. discuss alternatives 2. evaluate outcomes 3. apply criteria 4. prioritize alternatives
on the receiver's end how do you make the best use of voicemail (5)
1. don't use it to avoid taking calls 2. prepare a professional. concise, friendly greeting 3. test your message 4. respond to messages promptly 5. plan for vacations and other extended absences
most effective to least effective communication (5)
1. face-to-face 2. video 3. audio 4. addressed documents 5. unaddressed documents
storming stage (4)
1. identify problems 2. collect and share information 3. establish decision criteria 4. prioritize goals
what five things should you do with your voice
1. improve your pronunciation 2. work on your voice quality 3. adjust your volume and rate 4. control your pitch 5. master emphasis; combat verbal tics
how do you receive a telephone call professionally
1. answer promptly and courteously 2. identify yourself immediately 3. be responsive and helpful 4. practice telephone confidentiality 5. take messages carefully 6. leave the line respectfully 7. explain what you are doing when transferring calls
what are the six dimensions of professional behavior
1. appearance/appeal 2. tolerance/tact 3. honesty/ethics 4. reliability/diligence 5. collegiality/sharing 6. courtesy/respect
what five things should you do when using smartphones for business
1. be courteous to those around you 2. observe wireless-free quiet areas 3. choose a professional ringtone 4. speak in low, conversational tones 5. take only urgent calls; avoid being disruptive
on the caller's end (5)
1. be prepared to leave a message 2. leave a concise, thorough message 3. use a courteous tone 4. speak slowly and articulate 5. be careful with confidential information
7 reasons to form teams
1. better decisions 2. faster responses 3. increased productivity 4. less resistance to change 5. improved employee moral 6. greater buy-in 7. reduced risks
negative team behaviors (6)
1. blocking the ideas of others 2. insulting and criticizing others 3. wasting the group's time 4. making improper jokes and comments 5. failing to stay on task 6. withdrawing, failing to participate
three point introduction
1. call the person by name 2. identify yourself 3. give brief reason for calling
what five things is professionalism
1. civility 2. polish 3. business and dining etiquette 4. social intelligence 5. soft skills
Media richness from highest to lowest (6)
1. conversation meeting 2. videoconferencing 3. telephone 4. blogs 5. letter, memo, note, e-mail 6. spam, newsletter, flyer, bulletin poster
what should you do when planning a productive meeting (6)
1. invite the right people 2. use a digital calendar for scheduling 3. distribute an agenda 4. determine the purpose of the meeting 5. train participants on tech 6. decide how an where to meet
how do you deal with conflict in a team (6)
1. listen 2. understand others point of view 3. show you care about the relationship 4. look for common ground 5. invent new problem solving options 6. reach an agreement based on what is fair
nine ways to receive workplace criticism gracefully
1. listen without interrupting 2. determine the speaker's intent 3. acknowledge what you are hearing 4. paraphrase what was said 5. disagree respectfully and constructively if you feel the comments are unfair 6. learn from criticism 7. agree if the comments are accurate 8. look for a middle position 9. ask for more information if necessary
what are the best practices for giving criticism (11)
1. mentally outline your conversation 2. use face-to face communication 3. focus on improvement 4. offer to help 5. be specific 6. avoid broad generalizations 7. discuss the behavior 8. use "we" not "you" 9. encourage two way communication 10. avoid anger, sarcasm, or raised voice 11. keep it private
what should you include when leaving message (3)
1. name 2. number 3. why calling
what should you be under social intelligence
1. perceptive 2. mindful (pick up on clues) 3. sensitive
what should you do when making phone calls professionally (8)
1. plan a mini-agenda 2. use three point intro 3. be brisk if you are rushed 4. be cheerful and accurate 5. be professional and courteous 6. end the call politely 7. avoid telephone tag 8. leave complete voice mail messages
how should you end the meeting and follow up (3)
1. review meeting decisions, tasks, and deadlines 2. distribute minutes of the meeting promptly 3. follow up to remind participants of action items
performing stage (4)
1. select an alternative 2. analyze effects 3. implement plan 4. manage project
what happens in the forming stage (4)
1. select members 2. become acquainted 3. build trust 4. form collaborative culture
best practices for virtual meetings
1. select the best technology and train participants if needed 2. explain how questions may be asked and answered 3. be aware of different time zones and rotate meeting time 4. decide what language to use 5. encourage participants to log in 15 min. early 6. ensure it's clear who is speaking 7. silence all electronic alerts 8. don't multitask 9. be precise 10. manage turn taking
what are 5 positive team behaviors
1. setting rules and abiding by them 2. analyzing tasks and defining problems 3. contributing information and ideas 4. showing interest and listening actively 5. encouraging members to participate
how should you manage the meeting (5)
1. start one time and review the agenda and ground rules 2. appoint a secretary and a recorder 3. encourage participation 4. confront conflict frankly 5. summarize along the way
what are the seven characteristics of a successful workplace team
1. stay small and embrace diversity 2. agree on purpose and procedure 3. confront conflict 4. communicate effectively 5. collaborate rather than compete 6. accept ethical responsibility 7. share leadership
what should you do when it comes to controlling your pitch (3)
1. use a relaxed, controlled, well-pitched voice 2. let your voice rise and fall in conversational tones 3. avoid sounding flat and montone
how do you gain an etiquette edge
1. use polite words 2. express sincere appreciation and praise 3. respect coworkers' space 4. be selective in sharing personal information 5. don't put people down 6. rise above other's rudeness 7. choose the high road in conflict 8. be considerable when sharing space and equipment 9. disagree agreeably
how many people leave their jobs because of bullying and other uncivil acts
12%
polish
1st impression (hand shake, voice quality, listening skills, presenting (yourself or a pitch))
how much does it cost to lose an employee
50,000
what percentage of employers want this and why
60% because it's harder to teach
what percentage of people have been insulted, demeaned, ignored, and treated discourteously by coworkers and supervisors
71%
uptalk
a habit of using a rising inflection at the end of a sentence that makes it sound like a question
tolerance/tact
ability to compromise, self-control, fair treatment of others
what is this considered
abuse to vocal chords
what should you do to sound confident
avoid verbal fillers and uptalk
why is this
bc you want to be the employee that employers are sought after
emphasis
can change the meaning of a sentence
soft skills
communicate problem solving skills, prioritize work, and have a positive work attitude, work in teams and on own
what is the possible fifth stage
disbanning
what to do at the end of a meeting
distribute agenda and other information
vocal fry
creaky, raspy sounds at the end of a drawn out sentence
reliability/diligence
dependability, consistent performance, honoring commitments and keeping promises
first task before holding a meeting
determine the purpose of the meeting
appearance/appeal
etiquette, grooming and good hygiene, fit of clothes
what is the richest form of communication
face-to-face
Phases of team development (4)
forming, storming, norming, performing
what are among the soft skills that employers seek in candidates
good manners and businesslike professional demeanor
virtual teams
group of people who aided with technology must accomplish shared tasks largely with out face-to-face contact across geographical boundaries
collegiality/sharing
helpfulness, showing up prepared, delivering high quality work
what may happen if someone speaks too fast
it's hard to understand them
why
less likely to be misunderstood
rate
not speaking too fast or slow
when should you call a meeting
only when necessary and it requires a rich medium because its important and requires an exchange of ideas
what can make a difference in helping you obtain and keep a job
projecting and maintaining a professional image
courtesy/respect
promptness, giving and accepting criticism graciously, apologizing for errors, sincerity
virtual meeting
real-time gathering of dispersed participants
civility
respectful
pronunciation
saying words correctly and clearly with accepted sounds and accented syllables
verbal fillers
so, um, and
what is harder to get than etiquette
social intelligence
volume
speaking as loudly or softly as the occasion demands
social intelligence
the ability to get along well with others and to get them to cooperate with you
too slow
they can loose the audience
what do men with a lower voice have
trust
honesty/ethics
truthfulness, respecting others, fair competition, empathy
what should you avoid when it comes to voice quality
vocal fry
when are women trusted
when they have a higher voice
what happens in conflict
you're more likely to cooperate to create greater levels of mutual benefit