vi Copyright Goodheart-Willcox Co., Inc. Contents CHAPTER 1 Professionalism. ...........................................................1 Skills of a Professional. .......................................................... 2 Hard Skills................................................................................ 2 Soft Skills. ................................................................................ 3 Positive Attitude. ...................................................................... 4 Image of a Professional......................................................... 5 CHAPTER REVIEW............................................................................... 6 CHAPTER 2 Ethics. ..........................................................................9 Ethics...........................................................................................10 Ethical Communication. .....................................................11 Confidentiality. .....................................................................11 Social Responsibility. ...........................................................12 Digital Citizenship.................................................................12 Intellectual Property. ...........................................................14 Copyrights. ............................................................................14 CHAPTER REVIEW............................................................................. 16 CHAPTER 3 Self-Management Skills.............................................. 19 Developing Self-Management Skills. .............................20 Emotional Control. ...............................................................20 Problem Solving. ..................................................................20 Time Management. ..............................................................21 Goal Setting...........................................................................22 Stress-Management Skills. .................................................24 CHAPTER REVIEW............................................................................. 25 CHAPTER 4 Etiquette. ................................................................... 28 Etiquette....................................................................................29 Workspace.................................................................................30 Offices. ...................................................................................31 Cubicles..................................................................................31 Shared Spaces. ......................................................................32 Digital Devices.........................................................................32 Business Dining. .....................................................................32 Funerals......................................................................................33 CHAPTER REVIEW............................................................................. 34 CHAPTER 5 Attire.......................................................................... 37 Workplace Dress.....................................................................38 Uniforms. ...............................................................................38 Business-Professional Dress. ...............................................38 Business-Casual Dress..........................................................39 Jeans Day...............................................................................39 Business Meeting Apparel. .................................................40 CHAPTER REVIEW............................................................................. 42 CHAPTER 6 Communication Skills . ............................................... 45 Communication......................................................................46 Communication Process. .....................................................46 Communication Barriers......................................................47 Language...................................................................................47 Condescending Words. ........................................................49 Biased Words.........................................................................49 Jargon and Clichés................................................................49 Euphemisms..........................................................................49 CHAPTER REVIEW............................................................................. 50 CHAPTER 7 Verbal and Nonverbal Communication. ...................... 53 Verbal Communication........................................................54 Words. ....................................................................................54 Voice.......................................................................................54 Speaking Situations. ............................................................55 Nonverbal Communication. ..............................................56 Body Language.....................................................................56 Eye Contact............................................................................57 Touch......................................................................................57 Personal Space......................................................................57 Paralanguage........................................................................58 CHAPTER REVIEW............................................................................. 59 CHAPTER 8 Speaking Skills. .......................................................... 62 Introductions...........................................................................63 Introducing Yourself.............................................................63 Introducing Others...............................................................63 Introducing Speakers...........................................................64 Telephone Calls.......................................................................65 Receiving Telephone Calls. ..................................................65 Placing Telephone Calls. ......................................................66 Leaving Voice Mail Messages . ............................................66 Leading a Meeting..................................................................67 CHAPTER REVIEW............................................................................. 69 CHAPTER 9 Listening Skills. .......................................................... 72 Listening Process. ..................................................................73 Types of Listening.................................................................73 Show You are Listening........................................................74