Professionalism at Work

Developing Professionalism and Personal Credibility

What is professionalism?

• Civility
• Polish
• Business and dining etiquette
• Social intelligence
• Soft skills

Six Dimensions of Professional Behavior

• Appearance / Appeal
• Tolerance / Tact
• Honesty / Ethics
• Reliability / Diligence
• Collegiality / Sharing
• Courtesy / Respect

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.

Gaining an Etiquette Edge

• Use polite words.
• Express sincere appreciation and praise.
• Be selective in sharing personal information.
• Respect coworkers’ space.
• Don’t put people down.

• Rise above others’ rudeness.
• Choose the high road in conflict.
• Be considerate when sharing space and equipment.
• Disagree agreeably.

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.

Media Richness and Communication Effectiveness

Your Voice Is a Communication Tool

• Improve your pronunciation.
• Work on your voice quality.
• Adjust your volume and rate.
• Control your pitch.
• Master emphasis; combat verbal tics.

Your Voice Is a Communication Tool

• Improve your pronunciation.

et cetera – not excetera

going to – not gonna

library – not li-berry

supposedly – not supposably

• 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.

• Control your pitch.

Practice to use a relaxed, controlled, well-pitched voice.

Let your voice rise and fall in conversational tones.

Avoid a flat, monotone voice.

• 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)

• 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.

Making Workplace Conversation Matter

• Use correct names and titles.
• Give sincere and specific praise.
• Avoid negative remarks.
• Listen to learn.
• Act professionally in social situations.
• Choose appropriate topics.

Receiving Workplace Criticism Gracefully

• Listen without interrupting.
• Determine the speaker’s intent.
• Acknowledge what you are hearing. “I understand you have a concern.”
• Paraphrase what was said.
• Disagree respectfully and constructively—if you feel the comments are unfair.

• Agree—if the comments are accurate.
• Learn from criticism.
• Look for a middle position.
• Ask for more information if necessary.

Providing Constructive Criticism on the Job

• When possible, communicate face-to-face.
• Focus on improvement.
• Avoid broad generalizations.
• Be specific.
• Offer to help.
• Mentally outline your conversation.

• Encourage two-way communication.
• Keep it private.
• Avoid anger, sarcasm, and a raised voice.
• Use the word we rather than you.
• Discuss the behavior, not the person.

Learning Outcome 3

Practice professional telephone skills and polish your voice mail etiquette.

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.
• Be professional and courteous.
• End the call politely.
• Avoid telephone tag.
• Leave complete voice mail messages.

Receiving Telephone Calls Professionally

• Answer promptly and courteously.
• Identify yourself immediately.
• Be responsive and helpful.
• Practice telephone confidentiality.
• Take messages carefully.
• Leave the line respectfully.
• Explain what you are doing when transferring calls.

Using Smartphones for Business

• Be courteous to those around you.
• Observe wireless-free quiet areas.
• Speak in low, conversational tones.
• Take only urgent calls; avoid being disruptive.
• Drive now, talk later.
• Choose a professional ringtone.
• Don’t text and drive; pull over.

Making the Best Use of Voice Mail

On the receiver’s end:

• Don’t use voice mail to avoid taking calls.
• Prepare a professional, concise, friendly greeting.
• Test your message.
• Respond to messages promptly.
• Plan for vacations and other extended absences.

On the caller’s end:

• Be prepared to leave a message.
• Leave a concise, thorough message.
• Use a courteous tone.
• Speak slowly and articulate.
• Be careful with confidential information.

Learning Outcome 4

Understand the importance of teamwork in today’s digital era workplace, and explain how you can contribute positively to team performance.

Why Form Teams?

• Better decisions
• Faster responses
• Increased productivity
• Less resistance to change
• Improved employee morale
• Greater buy-in
• Reduced risks

The Four Phases of Team Development

Forming

• Select members.
• Become acquainted.
• Build trust.
• Form collaborative culture.

Storming

• Identify problems.
• Collect and share information.
• Establish decision criteria.
• Prioritize goals.

Norming

• Discuss alternatives.
• Evaluate outcomes.
• Apply criteria.
• Prioritize alternatives.

Performing

• Select alternative.
• Analyze effects.
• Implement plan.
• Manage project.

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.

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

Negative Team Behavior

• 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

Defining Successful Teams

• Stay small and embrace diversity.
• Agree on purpose and procedures.
• Confront conflict.
• Communicate effectively.
• Collaborate rather than compete.
• Accept ethical responsibilities.
• Share leadership.

Six Steps for Dealing With Conflict

1. Listen
2. Understand other points 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

Learning Outcome 5

Discuss effective practices and technologies for planning and participating in productive face-to-face meetings and virtual meetings.

Planning and Participating in Face-to-Face and Virtual Meetings

Meetings: Time Wasters or Opportunities?

• 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.

Planning a Productive Meeting

Meet only when the topic demands a rich medium because it is important and requires an exchange of ideas.

• Invite the right people.
• Use a digital calendar for scheduling.
• Distribute an agenda.
• Determine the purpose of the meeting.
• Train participants on technology.
• Decide how and where to meet.

Managing the Meeting

• Start on time; review agenda and ground rules.
• Appoint a secretary and a recorder.
• Encourage participation.
• Confront conflict frankly.
• Summarize along the way.

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.

Virtual Meetings

• Real-time gatherings of dispersed participants
• Audioconferences using telephones or videoconferences using the Internet

Purposes: training, sales presentations, team activities, talking to customers

Well-run virtual teams can be highly productive and outperform co-located teams.

Best Practices for Virtual Meetings

• Select the best technology; train participants, if needed.
• Explain how questions may be asked and answered.
• Be aware of different time zones; rotate meeting time.
• Decide what language to use.
• Encourage participants to log in 15 minutes early.

• Ensure it’s clear who is speaking in audio-conferences.
• Silence all electronic alerts and alarms.
• Be precise; speak simply; sound upbeat.
• Don’t multi-task; give your full attention.
• Manage turn-taking; humanize virtual meetings.