400 words summary

Essentials of business communication

8th Canadian Edition

Mary Ellen Guffey/Dana Loewy/

Richard Almonte

Chapter 10

Communicating in Person

Copyright © 2016 by Nelson Education Ltd.

2

Learning Objectives
Copyright © 2016 by Nelson Education Ltd.
1. Explain why employers appreciate professional and ethical behaviour and good business etiquette.
2. Demonstrate effective face-to-face workplace communication, including using your voice as a communication tool.
3. Explain how to promote positive workplace relations through conversation.
4. Review techniques for offering constructive criticism on the job, responding professionally to workplace criticism, and resolving workplace conflicts.
5. Identify ways to polish professional phone skills.
6. Understand techniques for making the best use of voice mail.
7. Plan and participate in productive business and professional meetings.

The Importance of Professionalism, Business Etiquette, and Ethical Behaviour
Defining Professional Behaviour
Civility (respect)
Polish (nonverbal etiquette)
Business and dining Etiquette (attire and politeness)
Social intelligence (interaction)
Soft skills (interpersonal habits)
Copyright © 2016 by Nelson Education Ltd.

See p. 309, Figure 10.1 for The Six Dimensions of Professional Behaviour
Ask students to define professional behaviour (write answers on board).
Ask students to define ethics and integrity (write answers on board).
4

The Importance of Professionalism, Business Etiquette, and Ethical Behaviour
Knowing What Employers Want
Requirements from Employment Ads
Proven team skills to help deliver on-time, on-budget results
Strong verbal and written communication skills as well as excellent presentation skills
Excellent interpersonal, organizational, and teamwork skills
Interpersonal and team skills plus well-developed communication skills
Good people skills and superior teamwork abilities
Copyright © 2016 by Nelson Education Ltd.

Employers are looking for soft skills and professionalism.
5

Successful Face-to-Face Workplace Communication
Using Your Voice as a Communication Tool
Pronunciation (saying words clearly)
Tone (identifies your mood)
Pitch (highness or lowness of voice)
Volume and Rate (loudness and speed)
Emphasis (offers implications)
Copyright © 2016 by Nelson Education Ltd.

6

Successful Face-to-Face Workplace Communication
Promoting Positive Workplace Relations Through Conversation
Use correct names and titles.
Choose appropriate topics (avoid potentially offending someone).
Avoid negative remarks.
Listen to learn.
Give sincere and specific praise.
Copyright © 2016 by Nelson Education Ltd.

7

Successful Face-to-Face Workplace Communication
Offering Constructive Criticism at Work
Mentally outline your conversation.
Generally, use face-to-face communication.
Focus on improvement.
Offer to help.
Be specific.
Avoid broad generalizations.
Copyright © 2016 by Nelson Education Ltd.

8

Successful Face-to-Face Workplace Communication
Offering Constructive Criticism at Work
Discuss the behaviour, not the person.
Use the word we rather than you.
Encourage two-way communication.
Avoid anger, sarcasm, and a raised voice.
Keep it private.
Copyright © 2016 by Nelson Education Ltd.

9

Successful Face-to-Face Workplace Communication
Responding Professionally to Workplace Criticism
Listen without interrupting.
Determine the speaker’s intent.
Acknowledge what you are hearing.
Paraphrase what was said.
Copyright © 2016 by Nelson Education Ltd.

It is important to remember, both in the classroom and in the workplace, that constructive criticism is meant to help you improve your performance. Entry-level employees very often have to develop a thick skin to be able to turn constructive criticism into a source of motivation. When employers, and even professors, criticize, it is important to remember that they do not want you to take their comments personally.
10

Successful Face-to-Face Workplace Communication
Responding Professionally to Workplace Criticism
Ask for more information if necessary.
Agree if the comments are accurate.
Disagree respectfully and constructively if you feel the comments are unfair.
Look for a middle position.
Copyright © 2016 by Nelson Education Ltd.

11

Successful Face-to-Face Workplace Communication
Resolving Workplace Conflicts
Common conflict response patterns
Avoidance/withdrawal (helpful only when the issue is trivial)
Accommodation/smoothing (giving in)
Compromise
Competition/forcing
Collaboration/problem solving (involved parties have common goals)
Copyright © 2016 by Nelson Education Ltd.

12

Successful Face-to-Face Workplace Communication
Resolving Workplace Conflicts
Six-Step Procedure for Dealing With Conflict
1. Listen.
2. Understand the other point of view.
3. Show a concern for the relationship.
4. Look for common ground.
5. Invent new problem-solving options.
6. Reach an agreement based on what’s fair.
Copyright © 2016 by Nelson Education Ltd.

13

Telephone, Smartphone, and Voice Mail Etiquette
Making Productive Phone Calls
Plan a mini-agenda (list important points).
Use a three-point introduction (name the person you are calling, identify yourself and your affiliation, and give a brief explanation of your reason for calling).

Copyright © 2016 by Nelson Education Ltd.

14

Telephone, Smartphone, and Voice Mail Etiquette
Making Productive Phone Calls
Be cheerful and accurate.
Bring it to a close (thank listener).
Avoid phone tag.
Leave complete voice mail messages.

Copyright © 2016 by Nelson Education Ltd.

15

Telephone, Smartphone, and Voice Mail Etiquette
Receiving Phone Calls Professionally
Identify yourself immediately.
Be responsive and helpful.
Be cautious when answering calls for others and take messages carefully.
Explain what you’re doing when transferring calls in case the caller gets disconnected.
Copyright © 2016 by Nelson Education Ltd.

If you receive a telephone inquiry that you feel could be better handled by someone in a different position or different department, tell the caller the person’s name, department, and extension so that the caller may reach them directly if disconnected while you transfer the call or if the caller needs to telephone again.
16

Telephone, Smartphone, and Voice Mail Etiquette
Using Smartphones for Business
Location (use good judgment in placing or accepting cellphone calls)
Time (avoid answering your phone during an important task)
Volume (maintain conversational tone and volume)
Copyright © 2016 by Nelson Education Ltd.

17

Telephone, Smartphone, and Voice Mail Etiquette
Copyright © 2016 by Nelson Education Ltd.
Making the Best Use of Voice Mail
Receiving Voice Mail Messages:
Don’t overuse voice mail.
Set the number of rings appropriately.
Prepare a professional, concise, friendly greeting.

Telephone, Smartphone, and Voice Mail Etiquette
Copyright © 2016 by Nelson Education Ltd.
Making the Best Use of Voice Mail
Receiving Voice Mail Messages:
Test your message.
Change your message.
Respond to messages promptly.
Plan for vacations and other extended absences.

Telephone, Smartphone, and Voice Mail Etiquette
Copyright © 2016 by Nelson Education Ltd.
Making the Best Use of Voice Mail
Leaving Voice Mail Messages:
Be prepared to leave a message.
Leave a concise, thorough message.
Use a professional and courteous tone.
Speak slowly and clearly.
Be careful with confidential information.
Don’t make assumptions.

Becoming a Team Player in Professional Teams
The Importance of Conventional and Virtual Teams in the Workplace
Businesses are forming teams for the following reasons:
Better decisions
Faster response
Greater buy-in
Less resistance to change
Improved employee morale
Reduced risks
Copyright © 2016 by Nelson Education Ltd.

21

Becoming a Team Player in Professional Teams
Positive and Negative Team Behaviour
Positive team behaviour:
Establish and follow rules.
Offer ideas.
Support other ideas.
Negative team behaviour:
Avoid irrelevant topics.
Don’t disturb others.
Copyright © 2016 by Nelson Education Ltd.

22

Positive and Negative Team Behaviours
Copyright © 2016 by Nelson Education Ltd.

23

Becoming a Team Player in Professional Teams
Copyright © 2016 by Nelson Education Ltd.
Characteristics of Successful Professional Teams
Small size, diverse makeup
Agreement on purpose
Agreement on procedures
Ability to confront conflict

Becoming a Team Player in Professional Teams
Copyright © 2016 by Nelson Education Ltd.
Characteristics of Successful Professional Teams (Cont’d)
Use of good communication techniques
Ability to collaborate rather than compete
Shared leadership
Acceptance of ethical responsibilities

Conducting Productive and Professional Business Meetings
Deciding Whether the Meeting is Necessary
Call meetings only when necessary and invite key people.
Selecting Participants
Determined by purpose of meeting
Distributing an Agenda
Date and place of meeting
Start time and end time
Brief description of each topic, in order of priority
Copyright © 2016 by Nelson Education Ltd.

26

Conducting Productive and Professional Business Meetings
Distributing an Agenda
Proposed allotment of time for each topic
Any pre-meeting preparation expected of participants
Getting the Meeting Started
Goal and length of the meeting
Background of topics or problems
Copyright © 2016 by Nelson Education Ltd.

27

Conducting Productive and Professional Business Meetings
Getting the Meeting Started (Cont’d)
Possible solutions and constraints
Tentative agenda
Ground rules to be followed
Moving the Meeting Along
Keep the meeting moving by avoiding issues that sidetrack the group.
Dealing with Conflict
Encourage members to make a complete case in front of group.
Copyright © 2016 by Nelson Education Ltd.

28

Conducting Productive and Professional Business Meetings
Handling Dysfunctional Group Members
Lay down the rules in an opening statement.
Seat potentially dysfunctional members strategically.
Avoid direct eye contact.
Assign dysfunctional members specific tasks.
Copyright © 2016 by Nelson Education Ltd.

29

Conducting Productive and Professional Business Meetings
Handling Dysfunctional Group Members
Ask members to speak in a specific order.
Interrupt monopolizers.
Encourage non-talkers.
Give praise and encouragement.
Copyright © 2016 by Nelson Education Ltd.

30

Conducting Productive and Professional Business Meetings
Ending With a Plan
End meeting with a summary and review of action items.
Following up Actively
Call or e-mail participants to remind of duties.
Copyright © 2016 by Nelson Education Ltd.

31

Summary
Copyright © 2016 by Nelson Education Ltd.
Use professionalism to your advantage.
Use your voice as a communication tool; use correct names and titles; choose appropriate topics, and avoid negative remarks; listen to learn.
Learn to give and take constructive criticism.
Learn to make and leave productive phone calls.
Plan and participate in meetings.

32