vi 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 Digital Citizenship ................................................................12 Intellectual Property ...........................................................14 Copyrights ............................................................................14 Social Responsibility ...........................................................15 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 Cell Phone Self-Management ...........................................24 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 Trade Show Apparel .............................................................41 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 Formal Meetings ..................................................................67 Body Language ....................................................................68 CHAPTER REVIEW ............................................................................69 CHAPTER 9 Listening Skills ..........................................................72 Listening Process ..................................................................73 Types of Listening ................................................................73