Business - Professionalism, Listening, Etiquette

Deliberate Listening

Listen to content, not message (logical)

Evaluative Listening

Critical listening; pay close attention to use of words and tone (judging them)

Appreciative Listening

Pleasure/recreation (enjoyable)

Empathetic Listening

Active listening; enhance relationships & intimate (sympathetic)

False Listening

Pretend to listen (fake)

Selective Listening

Hear message but not acknowledge (1/2)

Partial Listening

Listening but distracted; most common (distraction)

Full Listening

Close attention; requires effort (attentive)

Deep Listening

Understands message; connection & compassion (connection)

Interview

Meeting to show skill, experience, etc.

Verbal comms

Express thoughts in spoken words

Non-verbal comms

Posture, gestures, facial expressions, etc.

Group Discussions

Group of people exchange ideas; participate at a good amount!!

Individual Presentations

Communicate ideas to an audience; motivational, persuasive, or informative

Persuasive presentation

Try to sway you to agree with their proposal; use emotion and evidence

Motivational Presentation

Get audience to act/change belief; type of persuasive presentation w/ more emotion

Informative Presentation

Give info about things; objective with supporting facts

Who must be introduced first to last? Supervisor, employee, customer.

Customer, supervisor, employee

You are being introduced. What must to do for respect?

Extend hand for handshake first. Repeat names for memory.

How to do a good handshake?

Stand, come around desk, eye contact, smile, firm

Good things to do for phone calls:

first/last name, return calls within a day, identify company + reason, & speak clearly

Bad things to do for phone calls:

Wait outside a colleague’s office when they on phone, give personal info, & leave on hold for too long

How to leave a good phone message/voicemail

Return number, identify yourself, reason, keep short, and speak clearly

How to make yourself a good voicemail

Your name + organization, when to expect return call, key press for immediate assistance or list a colleague

What is criticism?

analysis/judgement that’s positive, negative, and/or neutral

How to give criticism?

judge a fixable aspect only, focus on present, & provide reasoning

Discrimination:

Unfair treatment based on characteristics (age, gender, race); hiring/firing, benefits, law protects from retirement/disability, leave, promotions & layoffs