First, read the course syllabus. Then, enroll in the course by clicking "Enroll me". Click Unit 1 to read its introduction and learning outcomes. You will then see the learning materials and instructions on how to use them.
Everyday courtesies include holding the door for the person behind you, privately and publicly thanking colleagues who help you, encouraging your co-workers, and treating others as you would like to be treated. Neglecting these courtesies can damage your relationships, cause hurt feelings, and lead to misunderstandings that are difficult to repair. In this unit, we will explore workplace manners and the positive behavioral qualities most employers seek in their employees.
Completing this unit should take you approximately 2 hours.
The Golden Rule is a principle of ethics that says you should treat others as you would like to be treated. When you are unsure about how to respond in a given business situation, think about how you would like to be treated. Try to give others the benefit of the doubt. Maybe they acted in a way that seemed improper or unfair because they misunderstood your intention, they lacked certain key information, or they were simply unfamiliar with the workplace.
Professional etiquette is centered on others. Our attitudes and behaviors create an impression of who we are and what we represent. The author discusses some behavioral traits successful professionals share. Note the descriptions of social and emotional intelligence. What role does empathy play in interaction with others, and how can you avoid being tone-deaf in emotional situations?
This article describes three areas that affect our ability to create a healthy and positive atmosphere in our workplace. The author offers suggestions for getting along with co-workers, reducing workplace violence, and ethical decision-making. The questions at the end will help you see how well you understood the article.
As an employee, you always represent your company to others no matter where you are or what type of professional event you are attending. Remember to always treat others with courtesy. This section offers advice on how to act in business-related situations.
Read this article for some specific suggestions about accepted business etiquette at luncheons and company events. Try the practice questions and check your answers. How did you do?
The longer we stay at a job, the more casual we typically become. This article suggests avoiding slang, misspellings, or remarks that may be too casual for business interactions. Read the scenarios. Do you identify with any of these situations? Are the answers helpful to you?
Watch this video to learn the importance of the handshake. People from different cultures may interpret a handshake differently. In any business setting, shaking hands is more formal than in situations with friends and family, where you may offer a hug. Try the handshake techniques from the video, and consider the helpful strategies for when you are unable to shake hands with someone.
Watch this video to learn why you should listen to introductions. Pay attention to the name the person uses to introduce themselves. Be sure you get off on the right foot by asking for permission to call a person by a nickname. For example, the video host introduces herself as Kimberly, and while she tolerates being called Kim, she absolutely does not appreciate anyone who calls her Kimmie.
A great leader is someone who fosters a culture that encourages risk taking and creates an environment where employees are free from unnecessary burdens and able to focus on their job. Great leaders are emotionally intelligent.
Read this article about the qualities of a great leader. Reflect on how these descriptions apply to aspects of etiquette we have discussed so far, such as courtesy, decency, dignity, and rules.
Take this assessment to see how well you understood this unit.
Employees are regularly expected to interpret information correctly and communicate with their colleagues, customers, and clients in a respectful manner. Effective communication can increase motivation and create a positive work environment. Even so, one of the leading causes of conflict in the workplace is a lack of adequate or clear communication. Miscommunication can arise from a number of sources, including poor listening skills, misinformation, and misinterpreting verbal, nonverbal, and virtual messages. In this unit, we explore ways to avoid communication errors, since they can lead to disastrous results if left unrecognized and unchecked.
Completing this unit should take you approximately 3 hours.
Have you ever had to clarify something you said that was misunderstood? If we really knew how our words affected our audience, we might never utter a sound! In business communication, our goal should be to offer a clear and concise message. A prepared communicator is organized, clear, concise, and punctual. A responsible communicator is also ethical and treats people equally and respectfully.
Responsible communicators should be prepared and ethical. They also practice the golden rule, which we discussed in Unit 1. Read this article and review the exercises. What do you think about these scenarios?
Using clichés, jargon, slang, sexist and racist language, euphemisms, and doublespeak can create misunderstandings and miscommunication. We need to remove these barriers to make sure those who communicate with us can trust us. Read this article for a description of each type of barrier, examples of how they might be used, and suggestions for more effective ways to express yourself.
This article gives six strategies for improving your verbal communication. For example, if you plan to use a term that may be unfamiliar to your audience, you should define the term or use a different word or phrase. The authors discuss aspects to effective verbal communication, such as audience, tone, checking for understanding, and aiming for results.
If your verbal communication conflicts with your nonverbal messages, you may confuse the listener and make yourself more difficult to understand.
Read this article for an overview of how your body language, facial expressions, and other nonverbal expressions affect others.
Communication involves sharing and understanding meaning. Inattention to what a speaker or author is saying or writing causes us to miss much of what the other person wants to share. It takes effort to listen and read attentively.
Read this article to learn how to become a better listener. The author offers some techniques for active listening and reading, and advice for how to respond in difficult situations.
Small businesses and start-ups create a lot of economic energy in today's business environment. Technology allows business newcomers who are usually short on staff to fulfill multiple roles, such as social media managers, human resource managers, and marketing experts, until they can delegate these responsibilities to future employees. Technology helps us be competitive, while those who avoid high- and low-tech solutions frequently miss out on opportunities.
Read this article for some tips on how to use technology to enhance your small business.
We use email to communicate with our clients, partners, and co-workers across the world. However, there is still room for misunderstanding, especially since there is usually a lag time between when the message is sent, read, and when questions can be answered. To avoid confusion, your writing should always be clear and brief. You should write a clear subject line, make your point, specify the response you want, and use pointers.
Read this article on how to use email properly in the workplace. Pay attention to the examples of good and bad email writing.
When we speak on the phone, we rarely consider how our voice influences our message. Managers, coworkers, and customers expect you to show a high level of conversational skill. They have little patience with people who do not have professional phone skills.
Read this article to learn a few strategies for effective conversation. Some employees have the additional challenge of overcoming their tendency to condense their communication with written abbreviations and symbols, which can be useful when texting. This article gives many helpful conversation techniques that you can use to improve your communication skills.
Cell phone etiquette is less about convenience and more about courtesy and respect for others. This video gives techniques to help you make a favorable impression, both on the phone and in person.
Do you feel like you have to answer every phone call? You are not alone. This article asks five questions about cell phone addiction, discusses cell phone etiquette, and gives advice to avoid several types of cell phone faux pas.
Today, most businesses use videoconferencing applications like Zoom, GoToMeeting or WebEx to conduct virtual meetings with employees and guests located in remote locations. We need to be mindful of the unique challenges these collaborative spaces bring, so participants feel welcome and are able to contribute effectively to the discussion.
Not surprisingly, successful communication relies on many of the same concepts of etiquette we have already explored in this course. In this environment, however, careful preparation is especially important. As a facilitator, presenter, or attendee, you are responsible for ensuring you can access the conference link, you are familiar with the conferencing controls, and your audio and video connections are working properly.
Read this article, which gives six tips to help minimize lost productivity and reduce distractions that result from poor participant etiquette and lack of preparation.
Do you need to meet face-to-face by video? Perhaps your co-workers or clients would prefer to receive an email, Google Doc, or other asynchronous communication. So many of our schedules are overloaded with meetings and other commitments. In this article, Betsy Church offers five tips to master the art of video calls, including how to respect the time of others.
This infographic offers 10 tips for videoconferencing etiquette.
Take this assessment to see how well you understood this unit.
Organizations that encourage their employees to share new and creative ideas to get a competitive edge. Practices that foster diversity and inclusion increase employee satisfaction by making everyone feel like a valuable member of a team working together toward a common goal. Bringing people who have different ideas and experiences together creates a diverse community that can harness the talents of each individual for the good of the whole. While many companies have a diverse workforce, it takes effort and understanding to create an inclusive environment where everyone feels like they are valuable and appreciated. In this unit, we explore diversity and inclusion in the workplace.
Completing this unit should take you approximately 1 hour.
Businesses frequently address issues related to employees' gender, race, religion, physical disabilities, age, and sexual orientations. In addition to guaranteeing legal protections for employees, successful employers ensure a top-to-bottom company culture that encourages every employee to respect others. Fostering an inclusive work environment creates an attractive workplace that will attract the best talent.
Read this section on the benefits and challenges of effective diversity management. You may find the scenarios and strategies presented here to be helpful.
Engaging in intercultural communication competence helps you become mindful of your own communication and ability to tolerate uncertain situations. Brenda J. Allen coined the phrase "thinking under the influence" (TUI). This term refers to our reflexive thoughts and feelings that can lead to prejudging and stereotyping.
Cross-cultural competence describes a set of cognitive, behavioral, and motivational components that help us adapt to intercultural environments. Cross-cultural competence, language proficiency, and regional expertise are three critical building blocks of intercultural competence. Today's firms must attract, train, and retain a diverse workforce to be able to compete. Managing the overall diversity of the organization often falls to human resource professionals. The role of HR professionals has changed to meet these new demands.
Read this chapter to learn why intercultural communication competence can help you in academic, professional, personal, and civic contexts. The section on getting competent gives more information on "thinking under the influence" (TUI). How do the three questions at the end of the article relate to you?
Read this chapter to learn why managers must understand the varying backgrounds of their workforce to optimize collaboration and minimize the friction that can arise from differences. This chapter describes many of the benefits of creating a diverse workforce.
This article addresses the need to integrate diversity, equity, and inclusion into everyday operations. The author observes a growing racial and ethnic anxiety and a corresponding lack of equity in our nation that calls for cultural transformation. She cites three challenges leaders committed to serving diverse communities face: creating a culture of inclusion, setting clear expectations, and aligning their missions to advance equity. The article also recommends several steps for fostering inclusive leadership.
Take this assessment to see how well you understood this unit.
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To receive a free Course Completion Certificate, you will need to earn a grade of 70% or higher on this final exam. Your grade for the exam will be calculated as soon as you complete it. If you do not pass the exam on your first try, you can take it again as many times as you want, with a 7-day waiting period between each attempt.
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