Chapter 10 Flashcards
Incivility
Rude or unsociable speech or behaviour
What are some examples of incivility in the workplace?
*Having cell phones that are always on
*talking behind someone’s back
*doubting someone’s judgement
*Ignoring opinions
*Taking credit for other people’s work
*not taking responsibility
*Blaming others
*Checking email or texting during meetings
*Using email rather than facing someone when delivering a difficult message
*Never saying please or thank you, not listening, and talking down to someone.
what happens to people who work in disrespectful settings?
*Tend to take more sick time
*experience anxiety and depression
*Have less loyalty to employers.
What are the 5 traits and skills that demonstrate professionalist?
*Civility
*Polish
*Social intelligence
*soft skills
*ethics and integrity
Civility
behavior that is respectful and considerate of others.
Polish
Making good first impressions, such as shaking hands, improving your voice quality, listening, and developing presentation skills
Social intelligence
Having a deep understanding of people and behavior that helps you negotiate interpersonal and social situations, interact well, be perceptive, show sensitivity to others, and grasp a situation quickly and accurately.
Soft skills
a cluster of personal qualities, habits, attitudes, communication skills, and social graces.
Ethics and integrity
Knowing what is right and wrong; not thinking only about your own point of view; doing what’s right for other people; professionalism is essentially a type of applied ethics.
Advantages of face-to-face communication?
*Allows you to be more persuasive and expressive
*Use your voice and body language to make a point
*Less likely to be misunderstood
*Read feedback instantly and adjust
*In conflict resolution you can reach a solution more efficiently, and cooperate to create greater levels of mutual benefit.
How can you make your voice more effective
*Control pronunciation
*Tone
*pitch
*volume
*rate
*emphasis
how can you ensure your telephone calls on the job are productive?
*plan a mini agenda
*use a three point introduction
*be brisk if you are rushed
*be cheerful and accurate
*bring it to a close, as the responsibility for ending a call lies with the caller
*Avoid phone tag; leave complete voice mail messages.
List 5 tips for receiving telephone calls professionally
*Identify yourself immediately
*be responsive and helpful
*be cautious when answer calls for others
*Take messages carefully
*Explain what you’re doing when transferring calls.
what are the reasons for the popularity of workplace teams?
*Better decisions
*Faster response
*Increased productivity
*Greater buy-in
*Less resistance to change
*improved employee morale
*Reduced risks
techniques to make virtual meetings as effective as face-to-face meetings?
*Select most appropriate technology
*Distribute any materials in advance of the meeting
*Find a participant who knows how to edit online
*encourage participants to join 15 minutes early
*Use coordinated universal time (UTC)
Three-Point introduction
1) Names the person you are calling
2) identifies yourself and your affiliation
3) gives a brief explanation of your reason for calling
hard skills
technical knowledge in your field
how to project professionalism through your voice mail?
Personal greeting that includes your name, phone number, and an invitation to leave a message.
What are the six dimensions of professional behaviour?
*Courtesy/respect
*Appearance appeal
*Tolerance Tact
*Honesty/Ethics
*Reliability/Diligence
*Collegiality sharing
Courtesy/Respect
*Promptness
*Giving and accepting criticism graciously
*Apologizing for errors
*Sincerity.
Appearance appeal
*Dining etiquette
*Good hygiene/grooming
*Attractive business attire
Tolerance/tact
Ability to compromise
fair treatment of others
self-control
honesty/ethics
truthfulness
respecting others
fair competition
empathy
reliability/diligence
dependability
honoring commitments
keeping promises
consistent performance
collegiliaty/sharing
helpfulness
showing up prepared
delivering high-quality work
how to make workplace conversation matter
Use correct names and titles
choose appropriate topics
avoid negative remarks
listen to learn
give sincere and specific praise
how to react positively to criticism so that you benefit
Listen without interrupting
determine the speaker’s intent
acknowledge what you’re hearing
paraphrase what was said
ask for more info if necessary
agree if the comments are accurate
disagree respectfully and constructively if comments are unfair
look for a middle position
how to give effective constructive feedback
*Mentally outline your conversation
generally use face-to-face communication
*focus on improvement
offer to help
be specific
avoid broad generalizations
discuss the behavior; not the person
use the word we rather than you
encourage two way communication
avoid anger, sarcasm, and a raised voice
keep it private
characteristics of a successful team
*Be small and diverse
agree on purpose
agree on procedures
confront conflict
communicate effectively
collaborate rather than compete
share leadership
acceptance of ethical responsibilities
