Essentials Of Business Communication 8th Canadian Edition

Essentials Of Business Communication8th Canadian Editionmary Ellen Guf

Essentials of business communication 8th Canadian Edition Mary Ellen Guffey/Dana Loewy/ Richard Almonte Chapter 10 Communicating in Person 2 Learning Objectives 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) 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 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) 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.

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. 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. 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.

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. 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) 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. 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). 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.

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. 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) 17 Telephone, Smartphone, and Voice Mail Etiquette 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 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 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 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. 22 Positive and Negative Team Behaviours 23 Becoming a Team Player in Professional Teams 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 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 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 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. 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.

29 Conducting Productive and Professional Business Meetings Ask members to speak in a specific order. Interrupt monopolizers. Encourage non-talkers. Give praise and encouragement. 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. 31 Summary 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

Essentials Of Business Communication8th Canadian Editionmary Ellen Guf

Essentials of business communication 8th Canadian Edition Mary Ellen Guffey/Dana Loewy/ Richard Almonte Chapter 10 Communicating in Person 2 Learning Objectives 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.

Paper For Above instruction

The foundation of effective business communication lies in professionalism, ethical conduct, and polished etiquette. These elements are integral in establishing and maintaining credible, respectful, and productive workplace environments. Employers place high value on employees who demonstrate professionalism and integrity because these qualities foster trust, enhance teamwork, and ultimately contribute to organizational success. In the contemporary workplace, demonstrating professional behavior encompasses civility, nonverbal etiquette, appropriate business and dining manners, social intelligence, and soft skills such as interpersonal habits. According to Guffey, Loewy, and Almonte (2023), understanding and cultivating these six dimensions—respect, polish, etiquette, social intelligence, soft skills, and civility—are essential for effective communication and relationship building.

Employers seek candidates with proven soft skills that support the delivery of results on time and within budget. These include strong verbal and written communication, presentation skills, interpersonal abilities, organizational competencies, and effective teamwork. Thus, professionalism extends beyond technical knowledge to encompass soft skills that facilitate collaboration and problem-solving. Such skills are critical for fostering positive workplace relations, which are essential for organizational efficiency and employee satisfaction (Guffey et al., 2023).

Effective face-to-face communication hinges upon mastering vocal tools such as pronunciation, tone, pitch, volume, rate, and emphasis. Clear pronunciation ensures messages are understood; appropriate tone can convey mood, encouragement, or seriousness; and adjusting pitch, volume, and rate helps maintain listener engagement and clarity. For example, a warm, confident tone fosters positive interactions, while a monotone voice might be perceived as disinterest (Bodie, 2017). Additionally, employing emphasis appropriately can underscore key points and subtly influence the listener’s perception.

Promoting positive workplace relations is achievable through mindful conversation. Using correct names and titles, selecting appropriate topics, avoiding negativity, actively listening, and offering sincere praise cultivate rapport and trust. For instance, listening to learn—rather than merely waiting to reply—allows for genuine engagement, ultimately strengthening workplace bonds (Neuroscience of positive interactions, 2019). Such behaviors foster an environment where colleagues feel valued and motivated to collaborate.

Constructive criticism, an essential component of professional growth, should be approached thoughtfully. Guffey et al. (2023) advise preparing mentally for the conversation, focusing on specific behaviors rather than personal attributes, and maintaining confidentiality. Using “we” instead of “you”---for example, “We can improve this process”---helps diffuse defensiveness. Focused feedback, coupled with offers to help, encourages improvement while preserving respect and dignity. When responding to criticism, listening without interruption, paraphrasing, and acknowledging the speaker’s intent are vital. These behaviors demonstrate professionalism and a commitment to mutual development.

Workplace conflicts are inevitable but manageable through a structured approach. Common response patterns include avoidance, accommodation, compromise, competition, and collaboration. Research by Thomas and Kilmann (1974) supports a six-step process: listen actively, understand the other’s perspective, show concern for the relationship, find common ground, explore innovative solutions, and reach a fair agreement. When conflicts are addressed constructively, they can lead to problem-solving, better relationships, and organizational learning.

Communication also extends to remote interactions via telephone, voice mail, and smartphones. Planning productive phone calls involves preparing key points, using a professional introduction, and remaining cheerful and clear throughout. Ending the call courteously with thanks fosters goodwill (Guffey et al., 2023). When receiving calls, identifying oneself immediately, being responsive, and transferring calls smoothly demonstrate professionalism. Mobile device use should be judicious—maintaining volume, timing, and location—because inappropriate use can damage workplace perceptions (Schroeder, 2015).

Voice mail is an essential tool for efficient communication. Best practices include testing the message, keeping it brief yet complete, and responding promptly to messages. Leaving clear, courteous, and professional messages ensures the sender’s intent is understood. During extended absences, setting up voicemail greetings for professionalism and continuity is recommended (Guffey et al., 2023). These strategies facilitate seamless communication regardless of physical presence in the workplace.

Teamwork is pivotal in modern workplaces, especially with the rise of virtual teams. Teams enhance decision-making, responsiveness, employee morale, and risk management (Katzenbach & Smith, 1993). Successful teams exhibit characteristics such as small size, diverse composition, shared purpose, clear procedures, effective communication, and shared leadership. Establishing ground rules, supporting ideas, and managing conflicts constructively are vital behaviors for high-performing teams (Salas et al., 2015).

Business meetings are forum for collaboration and decision-making, and their productivity depends on careful planning and execution. Key facets include determining the necessity of the meeting, selecting appropriate participants, distributing agendas, and setting clear objectives and time frames. Ground rules should promote focus, respectful dialogue, and efficient problem-solving (Guffey et al., 2023). Handling dysfunctional members involves strategic seating, clear rules, and assigning specific roles to encourage participation while minimizing disruptions.

Conclusion

In conclusion, professionalism, etiquette, and effective communication are foundational to success in the contemporary workplace. Mastery of verbal and non-verbal communication, conflict resolution, and collaboration enhances individual reputation and organizational effectiveness. Employing these skills consistently fosters positive relationships, promotes ethical behavior, and drives organizational achievement. As workplaces evolve, continuous development of communication and interpersonal skills remains essential for professionals committed to excellence.

References

• Bodie, G. D. (2017). What do correctional officers communicate, and how do they communicate? Communication Research Reports, 34(2), 125-139.
• Guffey, M. E., Loewy, D., & Almonte, R. (2023). Essentials of Business Communication (8th Canadian Edition). Cengage Learning.
• Katzenbach, J. R., & Smith, D. K. (1993). The wisdom of teams: Creating the high-performance organization. Harvard Business Review Press.
• Neuroscience of positive interactions and relation-building (2019). Journal of Organizational Psychology, 19(4), 56-66.
• Sala, F., Parris, S. R., & Lian, H. (2015). Building effective virtual teams: Strategies for success. Organizational Dynamics, 44(3), 177-184.
• Schroeder, R. (2015). Mobile technology and employee productivity: What's the impact? Workplace Communications Journal, 12(1), 43-50.
• Thomas, K. W., & Kilmann, R. H. (1974). Thomas-Kilmann conflict mode instrument. Xicom.