To: Dr.

Joyce Eisel

From: Tales Silva

Date: 09th April, 2022

Class: Corporate Communication

Chapter 11 Review

1. What is the difference between ethics and etiquette?

The difference between ethics and etiquette is minimal in the workplace. Ethics professor

Douglas Chismar—and Harvard professor Stephen L. Carter before him—suggests that no

sharp distinction between ethics and etiquette exists. How we approach the seemingly trivial

events of work life reflect our character and attitudes when we handle larger issues. Our

conduct should be consistently ethical and professional. Professor Chismar believes that

treating others with respect and sensitivity is a daily imperativo.

2. Define the five traits and skills listed in the chapter that demonstrate professionalism.

a. Civility: Being respectful and considerate of others.

b. Polish: Making a favorable first impression and knowing how to shake hands, among

other things.

c. Business and dining etiquette: Presenting oneself well in interviews, on the job, over a

business meal, and so forth.

d. Social intelligence: Getting along with others and getting them to cooperate with you.

e. Soft skills: Personal qualities, habits, attitudes, communication skills, and other social

graces that enhance your

reputation.

3. Explain the advantages of face-to-face conversation over other communication channels.

Face-to-face conversation is the richest communication channel because speakers can use

voice and body language to make a point, convey warmth, and build rapport. In-person

conversations are less likely to lead to misunderstandings because conversation partners

reached with fewer misunderstandings and better cooperation.

4. Name several business etiquette guidelines that promote positive workplace

conversations, in the office and at work-related social functions.

a. Use correct names and titles.

b. Choose appropriate topics.

c. Avoid negative remarks.

d. Listen to learn.

e. Give sincere and specific praise.

f. Act professionally in social situations

5. How can you ensure that your telephone calls on the job are productive? Name at least

six suggestions.

a. Plan a mini-agenda.

b. Use a three-point introduction.

c. Be brisk if you are rushed.

d. Be cheerful and accurate.

e. Be professional and courteous.

f. Bring it to a close.

g. Avoid telephone tag.

h. Leave complete voice mail messages.

6. List at least three guidelines that courteous cell phone users follow to avoid offending

others.

a. Show courtesy. Don’t force others to hear your business. Don’t make or receive calls in

public places. Don’t allow your

phone to ring in theaters, restaurants, classrooms, and meetings. Apologize for occasional

cell phone blunders.

b. Keep it down. Speak in low, conversational tones. Choose a professional ringtone and set

it on low or vibrate.
c. Step outside. If a call is urgent, take it outside to avoid being disruptive. Use caller ID to

screen incoming calls. Let voicemail take routine calls.

d. Drive now, talk and text later. Talking while driving increases accidents almost fourfold,

about the same as driving intoxicated. Texting while driving is even more dangerous.

7. What are some of the reasons for the popularity of workplace teams? List at least five.

Teams can have various purposes, but generally their popularity can be explained by the

following benefits of teamwork:

a. Better decisions

b. Faster responses

c. Increased productivity

d. Greater buy-in

e. Less resistance to change

f. Improved employee morale

g. Reduced risks

8. Name the four phases of team development as identified by psychologist B. A. Tuckman,

and explain what happens in each stage.

Phase 1 Forming:

a. Select members.

b. Become acquainted

c. Build trust

d. Form a collaborative culture

Phase 2: Storming

a) Identify problems

b) Collect and share information

c) Establish decision criteria

d) Prioritize goals.

Phase 3: Norming

a) Discuss alternatives
 b) Evaluate outcomes

c) Apply criteria.

d) Prioritize alternatives

Phase 4: Performing

a) Select an alternative.

b) Analyze effects

c) Implement a plan.

d) Manage the project

9. What is the best approach to address conflict in meetings?

If two people clash, the best approach is to encourage each to make a complete case while

group members give their full attention. Let each one question the other. Then, the leader

should summarize what was said, and the participants should offer comments. The group

may modify a recommendation or suggest alternatives before reaching consensus on a

direction to follow

10. What techniques can make virtual meetings as effective as face-to-face meetings?

Effective virtual meeting techniques include the following:

a. Making sure all participants can use the technology

b. Establishing a uniform time, perhaps using Coordinated Universal Time (UTC)

c. Distributing necessary materials in advance

d. Explaining how questions may be asked and answered

e. Controlling background noise

f. Avoiding multitasking during the meeting

g. Giving examples and using precise language

h. Giving each participant time to speak