University of Foreign Languages and International Studies DIVISION OF ENGLISH FOR SPECIAL PURPOSES Student’s name: …………………………………………………… Date of birth: ………………………………………………………. Chapter 11 Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings Fill the gap with a suitable word or phrase. Use textbook as a reference. Outcome 1: Defining Professional Behavior Following is some synonyms that attempt to define professional behavior to foster positive workplace relations: § Civility: behavior that is considered (1)______ and considerate of others. § Polish: nonverbal techniques that are linked to career success, such as making first impressions, shaking hands, improving one’s voice quality, listening, and presentation skills. § (2)______etiquette: Proper business attire, table manner § Social intelligence: the ability to (3)_____ well, be perceptive, show sensitivity toward others, and grasp a situation quickly and accurately. § Soft skills: a whole cluster of personal qualities, habits, attitudes, communication skills, and social graces. Outcome 2: How to Be Professional on the Job There are six main dimensions of professional behavior at work. For each of following component, identify the corresponding dimension: § (4)____________: • Present yourself pleasantly with good hygiene and grooming. • Choose attractive, yet not distracting business attire. • Display proper business and dining etiquette. § (5)____________: • Demonstrate self-control. • Stay away from public arguments and disagreements • Keep personal opinions of people private. § (6)____________: • Be punctual. • Speak and write clearly. • Apologize for errors or misunderstandings. • Accept constructive criticism.Provide fair and gentle feedback. • Active listening. § (7)____________: • Avoid even the smallest lies at all cost. • Pay for services and products promptly. • Keep confidential information confidential. • Avoid vengeful behavior when you feel wronged. § (8)_____________: • Follow through on commitments. • Keep promises and deadlines. § (9)_____________: • Strive for excellence at all times. • Give to customers more than they expect. • Be prepared before meetings and when presenting reports. • Show a willingness to share expertise. Outcome 3: Using Your Voice as a Communication Tool § Pronunciation: Proper pronunciation involves saying words (10)_____ and (11)_____ with the accepted sounds and accented syllables. To improve your pronunciation skills, listen carefully to educated people, look words up in the dictionary, and practice. § Voice Quality: The quality of your voice identifies your personality and your (12)_____. To check your voice quality, record your voice and listen to it critically. § Pitch: Pitch refers to sound vibration frequency; that is, the highness or lowness of a sound. Voices are most engaging when they rise and fall in conversational tones. Flat and (13)_____voices are considered boring and ineffectual. § Volume and rate: • The volume of your voice is the degree of (14)_____ or the intensity of sound. You should adjust the volume of your speaking to the occasion and your listeners. • Rate refers to the (15)_____ of your speech. If you speak too slowly, listeners are bored and their attention wanders. If you speak too quickly, listeners may not be able to understand you. § Emphasis: By emphasizing or stressing certain words, you can (16)____ the meaning you are expressing. To make your message interesting and natural, use emphasis appropriately. • For example, “uptalk,” in which sentences sound like questions, makes speakers seem weak and tentative. Outcome 4: Promoting Positive Workplace relations 1. Through Conversations § Use correct names and titles: You can improve your memory of people’s names considerably if you (17)_____ the person with an object, place, color, animal, job, adjective, or some other memory hook. § Choose Appropriate Topics: Be sure to stay away from (18)_____ topics with someone you don’t know very well in small talks. § Avoid Negative judgments: Workplace conversations are not the place to (19)_____. No one enjoys listening to whiners. Moreover, your criticism of others may come back to haunt you when it is embellished or distorted with meanings you did not intend. § Listen to Learn: In conversations, train yourself to expect to learn something from what you are hearing. Being attentive and listening with an open mind means not (20)______ or prejudging. § Give Sincere and (21)______ Praise: Probably nothing promotes positive workplace relationships better than sincere and specific compliments and appreciation. Organizations run more smoothly and morale is higher when people feel appreciated. In your workplace conversations, look for ways to recognize good work and good people. § Act Professionally in Social Situations: Dress appropriately, and avoid or limit alcohol consumption when you attend any work-related social situations. Choose appropriate conversation topics, and make sure that your voice and mannerisms communicate that you are glad to be there. 2. Workplace Criticism § When being criticized, you should listen without interrupting, paraphrase and clarify what is said; if you agree, (22)______or explain what you will do differently; if you feel the comments are unfair, disagree respectfully and constructively. § Offering constructive criticism is easier if you plan what you will say, focus on improvement instead of (23)______, offer to help, be specific, discuss the behavior and not the person, speak privately face-to-face, and avoid anger. Outcome 5: Making and Receiving Telephone Calls Professionally 1. If you must make a telephone call, consider using the following suggestions to make it fully productive: § Plan a mini-agenda. § Use a (24)______ introduction: • name the person you are calling, • identify yourself and your affiliation, and • give a brief explanation of your reason for calling § Be (25)_____ and accurate. • A smile can certainly affect the tone of your voice; therefore, even though the individual can’t see you, smile at that person. • Speak with a tone that is enthusiastic, respectful, and attentive. • Moreover, be accurate about what you say. § Be professional and courteous. • Remember that you are representing yourself and your (26)_____ when you make phone calls. • Use professional vocabulary and courteous language. • Say thank you and please during your conversations. 2. Receiving Telephone Calls Professionally by: § Answer promptly and courteously. § Identify yourself immediately. § Be responsive and helpful. § Be cautious when answering calls for others. § Take messages carefully. § Leave the line respectfully. § Explain when transferring calls. Outcome 6: Becoming a Team Player in Professional groups and Teams § Organizations are forming teams for the following reasons:better decisions, faster response, increased productivity, greater buy-in, less (27)_____ to change, improved morale, and reduced risks. § (28)_____ team behavior includes following team rules, analyzing tasks, defining problems, sharing information, listening actively to others, and trying to involve quiet members. § Negative team behavior includes insulting, criticizing, aggressing against others, wasting time, and refusing to participate. § Characteristics of Successful Professional Teams: Small and diverse teams; Agreement on Purpose; Agreement on Procedures; Ability to Confront Conflict; Use of good Communication Techniques; Ability to Collaborate rather Than Compete; (29)_____ Leadership; Acceptance of ethical responsibilities. Outcome 7: Conducting Productive Business and Professional Meetings 1. Before the Meeting § Determining Your (30)______ § Deciding How and Where to Meet § Organizing an (31)______ covers the following information: • Date and place of meeting • Start time and end time • Brief description of each topic, in order of priority, including names of individuals who are responsible for performing some action • Proposed allotment of time for each topic • Any premeeting preparation expected of participants § Inviting Participants. § Preparing the Meeting Location and Materials 2. During the Meeting § Getting the Meeting Started: Start meetings on time and open with a brief introduction including Goal and (32)_____ of the meeting; Background of topics or problems; Possible solutions and constraints; Tentative agenda; Ground rules to be followed § Moving the Meeting Along • Keep the meeting moving by (33)_____ issues that sidetrack the group. • The purpose of a meeting is to exchange views, the leaders should encourage quieter participants to speak up § Dealing With Conflict: If conflict develops, (34)_____ each person to speak and let groups decide on a direction to follow. § Handling Difficult group Members: To control dysfunctional group members, lay down rules, seat potentially dysfunctional members strategically, avoid direct eye contact, assign them tasks, ask members to speak in a specific order, interrupt monopolizers, and encourage nontalkers. 3. Ending and following up § Conclude the meeting at the agreed time. § Summarize decisions. § Review (35)_____ and responsibilities for action items. § Distribute minutes. § Check to see that all assigned tasks are completed by agreed-upon deadlines.