Developing Professionalism and Personal Credibility

Build your credibility and gain a competitive advantage by developing professionalism, an ethical mind-set, and business etiquette skills.

Learning Outcome 1

© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

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Developing Professionalism and Personal Credibility

What is professionalism?

Ch. 11 / Slide 3

Civility

Polish

Social intelligence

Business and dining etiquette

Soft skills

© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

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Ch. 11 / Slide 4

Six Dimensions of Professional Behavior

© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Appearance / Appeal

Tolerance / Tact

Honesty / Ethics

Reliability / Diligence

Collegiality / Sharing

Courtesy / Respect

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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.

© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 5

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 6

Gaining an Etiquette Edge

Use polite words.

Express sincere appreciation and praise.

Be selective in sharing personal information.

Don’t put people down.

Respect coworkers’ space.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 7

Gaining an Etiquette Edge

Rise above others’ rudeness.

Be considerate when sharing space and equipment.

Choose the high road in conflict.

Disagree agreeably.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 8

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.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 9

Media Richness and Communication Effectiveness

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 10

Your Voice Is a Communication Tool

Improve your pronunciation.

Control

your

pitch.

Work on your

voice quality.

Master emphasis;

combat verbal tics.

Adjust your

volume and rate.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 11

Your Voice Is a Communication Tool

Improve your pronunciation.

et cetera – not excetera

supposedly – not supposably

library – not li-berry

going to – not gonna

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 12

Your Voice Is a Communication Tool

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.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 13

Your Voice Is a Communication Tool

Control

your pitch.

Avoid a flat, monotone voice.

Let your voice rise and fall in

conversational tones.

Practice to use a relaxed, controlled,

well-pitched voice.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 14

Your Voice Is a Communication Tool

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)

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 15

Your Voice Is a Communication Tool

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.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 16

Making Workplace Conversation Matter

Give sincere and specific praise.

Use correct names and titles.

Act professionally in social situations.

Choose appropriate topics.

Listen to learn.

Avoid negative remarks.

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© 2019 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website or school approved learning management system for classroom use.

Ch. 11 / Slide 17

Receiving Workplace Criticism Gracefully

Listen without interrupting.

Paraphrase what was said.

Acknowledge what you are hearing.

“I understand you have a concern.”

Determine the speaker’s intent.

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