Chapter 13 Business English .ppt - Professionalism Teamwork Meetings and Speaking Skills Unit 5 Chapter 11 Question 1 Is incivility common in the

Chapter 13 Business English .ppt - Professionalism Teamwork...

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Professionalism, Teamwork, Meetings, and Speaking Skills Unit 5 Chapter 11
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Question 1: Is incivility common in the workplace? What might be its costs? Management consultant Patricia M. Buhler defines rising incivility at work as “behavior that is considered disrespectful and inconsiderate of others.” examples of incivility are personal attacks, rudeness, and disrespectful comments that are disruptive, causing stress and conflict. The average cost of incivility for companies is $50,000 to replace disgruntled employees.
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1. Civility 2. Polish 3. Business and Dining Etiquette 4. Social Intelligence 5. Soft Skills Question 2: Define the five (6 traits) traits and skills listed in the chapter that demonstrate professionalism.
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Question 3: Explain the advantages of face-to-face conversation over other communication channels. Face-to-face conversation/communication is considered to be the richest channel because you can use your voice and body language to make a point, convey warmth, and build rapport. Those who use face to face communication are less likely to be misunderstood because you can read feedback and make needed adjustments. In conflict resolution, one can reach a solution with fewer misunderstandings and cooperate to create greater levels of mutual benefit when communicating face-to-face.
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Question 4: Why is voice an important communication tool, and how can businesspeople use it effectively? Voice in communication is important because studies suggest a strong correlation between voice and perceived authority and trust. Businesspeople can use voice effectively by picking up valuable tips from voice coaches or speech therapists in order to shake bad habits or avoid sounding less intelligent than they are. Carefully working on pronunciation, voice quality, pitch, volume and rate, and emphasis aids in better using voice in a professional setting.
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Question 5: How can you ensure that your telephone calls on the job are productive? Name at least 6 suggestion. We can ensure that telephone calls on the job by: Planning a mini-agenda Using a three point introduction Be brisk if you are rushed Be cheerful and accurate Be professional and courteous Ending the call
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Question 6: List at least five (7) tips for receiving telephone calls professionally.
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