University of Foreign Languages and International Studies Chapter 11

DIVISION OF ENGLISH FOR SPECIAL PURPOSES Professionalism at Work:

Nguyễn Thị Ngọc Mai
Student’s name: ……………………………………………………
Business Etiquette, Ethics,
Teamwork, and Meetings
29/12/2003
Date of birth: ……………………………………………………….
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)______
polite? 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.
Business and dining § (2)______etiquette: Proper business attire, table manner
§ Social intelligence: the ability to (3)_____ well, be perceptive, show
get along
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)____________:
Appearance appeal
• Present yourself pleasantly with good hygiene and grooming.
• Choose attractive, yet not distracting business attire.
• Display proper business and dining etiquette.
§ (5)____________:
Tolerance tact
• Demonstrate self-control.
• Stay away from public arguments and disagreements
• Keep personal opinions of people private.
§ (6)____________:
Courtesy Respect
• Be punctual.
• Speak and write clearly.
• Apologize for errors or misunderstandings.
• Accept constructive criticism.Provide fair and gentle feedback.
• Active listening.
§ (7)____________:
Honesty Ethics
• 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)_____________:
Reliability Diligence
• Follow through on commitments.
 • Keep promises and deadlines.
§ (9)_____________:
Collegiality sharing
• 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)_____ correctly
and (11)_____
clearly 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)_____.
mood 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
monotone
ineffectual.
§ Volume and rate: loudness
• 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)_____
pace 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)____ change
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
associate names considerably if you (17)_____ the person with an object, place, color,
animal, job, adjective, or some other memory hook. controversial
§ 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
complain (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.
interrupting
 § Give Sincere and (21)______
specific 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
apologize explain what you will do
clarify what is said; if you agree, (22)______or
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)______,
attacking 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: three-point
• 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. cheerful
• 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. company
• 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. resistance
§ (28)_____
Positiveteam 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)_____
Share Leadership; Acceptance of ethical
responsibilities.

Outcome 7: Conducting Productive Business and Professional Meetings

1. Before the Meeting
§ Determining Your (30)______purpose
§ Deciding How and Where to Meet
§ Organizing an (31)______
agenda 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)_____
length of the meeting; Background of
topics or problems; Possible solutions and constraints; Tentative agenda;
Ground rules to be followed
§ Moving the Meeting Along divergent?
• 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
encourage
§ 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.
 key points, decisions
§ Review (35)_____ and responsibilities for action items.
§ Distribute minutes.
§ Check to see that all assigned tasks are completed by agreed-upon deadlines.