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