9.6: Professionalism in the Workplace

Learning Objectives

• Demonstrate professionalism at work

Why Focus on Professionalism?

According to author and executive consultant David Maister, professionalism is not a label you give yourself--it's a description you hope others give to you. ^[1] Professionalism at work refers to people's behavior and attitudes. Professional employees are trustworthy, competent, respectful, courteous, cooperative, and supportive. Bruce Tuckman's model of group development can help you to understand how teams evolve to become more effective and efficient, and ultimately more professional. As the team moves through the four stages, members build trust and collaborate to achieve goals. Not every team will move through these stages the same way--some may go through a terrible storming period and wind up disbanding. However, the usual progression includes Forming, Storming, Norming, and Performing. ^[2]

Figure 9.6.1 : Staging of Team Development

• Forming: Team members are new and don't know the written or unwritten rules of behavior. They need to know what is expected of them and how to fit in.
• Storming: Conflict arises as team members identify boundaries, discuss differences, and engage in conflict to establish guidelines for interacting with each other.
• Norming: Team members know what is expected of them and how they will interact as a group. They understand boundaries and differences and start to work together more efficiently.
• Performing: Team members work together and know how to work, behave, and communicate as a group.

A professional work environment is characterized by effective communication, ethical behavior, strong trust, minimal conflict, and positive relationships. In every stage of development, unprofessional behaviors may appear. So what happens when professionalism is lacking?

Figure 9.6.1 : Two professional women

Addressing a Lack of Professionalism

When team members demonstrate a lack of professionalism, the team--and possibly the entire organization--suffers. Employees may leave jobs because the workplace is too toxic; they may feel disrespected and unappreciated. Productivity may decrease as stress at work and home increases. Lack of professionalism affects a company's culture and values and leads to a low-trust environment, resulting in poor collaboration and communication. Worse, employee complaints can lead to internal investigations and lawsuits, resulting in legal fees and damaged reputations.

Identifying Rude Behaviors

The list below is the result of an informal poll at a technical company in Fremont, California. The company's name and workshop facilitator are not included to honor privacy. The employees had been asked to attend a workshop to improve communication within and among teams. Employees had complained to their managers and human resources that unprofessional behavior was hampering their ability to be productive. Those attending the workshop were asked to identify the behaviors that they found the most obnoxious. The rudest behaviors included:

• Lack of manners: Chewing and talking loudly; eating smelly food at their desks, conducting personal hygiene in public (e.g., combing hair, applying makeup, filing nails, etc.)
• Lack of confidentiality: Divulging company information, gossiping, and spreading rumors
• Lack of respect: Using profanity, insults, and putdowns; yelling, name calling, and stereotyping
• Offensive approach: Intimidating behavior such as standing too close, interrupting others, etc.
• Arrogant and blameless behavior: Acting superior to others, making condescending remarks or false accusations

Options for Addressing Unprofessional Behaviors

Be proactive when addressing unprofessional behavior. No magic formula exists because, like all communication, the person, place, timing, relationship and other factors may affect your response. The following tips will help you to address rude behaviors tactfully:

• Know what you want to achieve (e.g., ask for the behavior to stop)
• Don't ignore rudeness; address it privately with individuals
• Focus on facts such as behaviors and actions, not personality; for example, "You are rude" is a judgment, whereas, "You interrupted the speaker three times" is a fact
• Communicate expectations: Define acceptable and unacceptable behavior; emphasize the impact of the behavior. For example, "When you interrupt, speakers can lose their train of thought, and audience members can become annoyed. Please wait until the end of the presentation to ask questions."
• Take action such as reporting the behavior to a supervisor or human resources

Confront Bad Behavior Using the DESC Script

DESC stands for Describe, Express, Specify, Consequences; it's a formula for responding to disrespect.

Describe

Describes a behavior that has a negative impact.

Example: When you raise your voice, I shut down.

Express

Expresses a feeling in response to the behavior.

Example: I feel shocked and attacked.

Specify

Specifies the change you desire.

Example: I need you to speak to me calmly so I can understand what you need.

Consequences

State the consequences of the desired behavior and/or what will happen if the behavior does not change (this step may not be necessary)

Example: If you speak calmly, we can work together better and demonstrate a united front to the team. OR If you raise your voice again, I'll walk away.

DESC works better when you:

• Use "I" statements
• Are brief and nonjudgmental
• Avoid analyzing the behavior, name-calling, and absolutes (always, never)
• Match your body language to your voice

Professionalism with Your Team Members

What do most employees expect from their managers and team members?

• Bring your "best self" to work
• Value differences
• Respect boundaries
• Practice active listening
• Speak clearly and respectfully; confirm understanding
• Maintain a courteous tone of voice
• Avoid yelling, cursing, and emotional outbursts
• Acknowledge and respond to others appropriately

Professionalism at Company Events

At company events you may interact with people outside the team, including partners or friends of your team. Adhere to general etiquette and social conduct guidelines by engaging in respectful conversation, avoiding gossip, and limiting drinking or using substances such as marijuana. Remember that your company's policy regarding sharing confidential information and demonstrating appropriate conduct still apply at these social events. Keep these general guidelines in mind:

Be present: Be positive and approachable. Project a professional attitude throughout the event.

Engage appropriately: Participate in conversations and activities. Remember that some people are not comfortable in social situations. Respect their boundaries and don't force them to interact to the point of frustration.

Communicate respectfully: Be polite and attentive. This may mean putting your phone away. Avoid using profanity and making offensive comments.

Demonstrate good judgment: Avoid speaking negatively about others or the company. Don't share confidential information.

For more guidelines on professionalism at work, visit Indeed's Career Guide.

Professionalism in Meetings

Professional behavior in meetings requires respectful communication, active listening, and engaged behaviors. Your team should agree on how team meetings will be run. For example, will there be a consequence for late attendees (some teams will require the late member to sing a song or contribute to a pizza party fund) or will you appoint a timekeeper to ensure participants stay on task? General guidelines:

• Arrive on time
• Come prepared
• Stay focused: Don't text, focus on your devices, or exhibit distracting behaviors
• Listen; exhibit body language that indicates you are listening (e.g., attentive posture, eye contact, etc.)
• Respect boundaries and opinions
• Establish specific norms (e.g., present problems in a way to promote discussion)

Professionalism Online

Teams may communicate virtually via text messages, video conferences, and social media. The same rules of professional behavior apply. However, the virtual environment often causes problems related to social loafing or inappropriate behaviors because team members can "hide behind the screen." Here are some general guidelines:

• Turn on your camera unless advised not to; make eye contact
• Mute when not speaking
• Use meeting tools (whiteboard, polls, etc.) effectively
• Be prepared; stay engaged
• Avoid interrupting
• Remove distractions

Make a Strong First Impression

When first meeting someone, what do you notice? Most people notice overall appearance. Is the person clean, well-dressed, and confident? You will make a first impression many times, including when you interview for a position, start a new job, or meet new people. The saying, "You never get a second chance to make a first impression" has stood the test of time. Your verbal and non-verbal behaviors will help you to make a strong first impression--and build credibility and respect.

Dress Appropriately

Attire choices can vary widely in today's businesses. Some companies are more formal, while others are more casual. The unwritten rule is to "dress for the position you want--not the position you have." Notice what those in higher-level positions are wearing and consider mirroring their choices. In any case, clothing should be clean, wrinkle-free, and in good condition. Avoid tight or revealing clothing, as well as items that may offend others (e.g., hats or jewelry mocking politicians, religions, etc.) Many companies now mandate that employees follow a dress code. Be sure to read and follow the policy.

Communicate Appropriately: Verbal and Non-Verbal Behaviors

Good posture conveys confidence and engagement. Avoid encroaching on others' personal space and touching (intentionally or unintentionally) others. Standing too close or brushing against someone when you walk by can lead to complaints of sexual harassment. Avoid raising your voice or using gestures that may be misinterpreted. For example, the "cut" sign, moving a flat hand in front of the neck, may be the same as saying "shut up." People may avoid shaking hands, but if you do engage, use a firm, steady handshake.

Maintain appropriate eye contact, but realize that too much eye contact may be perceived as threatening or sleazy. Be mindful of your facial expressions--they can contradict your message. Notice the body language of those who appear confident and respectful. What can you learn from observing them?

Written Communication

Every email, memo, and message reflects your professionalism. Choose professional language for all written communication. Review Chapters 2 through 4 for additional guidelines.

Punctuality

Being on time demonstrates respect and reliability. In the U.S., business meetings usually start on time; latecomers can be viewed as unprofessional. Being on time shows that you value others' time. Since time is a non-renewable resource, ensure you make the most of yours and others' time at work.

Key Takeaway

How do you want others to speak about you when you are NOT present? Follow the guidelines in this section to present yourself as a confident, credible professional.

Contributors and Attributions

• Interaction in the Workplace. Authored by: Susan Kendall. Provided by: Lumen Learning. License: CC BY: Attribution
• Professionalism in the Workplace. Authored by: Rae Ann Ianniello
• Figure 9.6.1 : Team Development Stages. Created by Microsoft Copilot with input from Rae Ann Ianniello.
• Figure 9.6.2 : Two professional women. wocintechchat.com. November 11, 2019. images.unsplash.com/photo-1573496130141-209d200cebd8?fm=jpg&q=60&w=3000&ixlib=rb-4.0.3&ixid=M3wxMjA3fDB8MHxwaG90by1wYWdlfHx8fGVufDB8fHx8fA%3D%3D

Footnotes

[1] David H. Maister. True Professionalism: The Courage to Care about Your People, Your Clients, and Your Career. Simon & Schuster. 2000

[2] Donald B. Egolf, Ph.D., and Sondra L. Chester, Ph.D. Forming, Storming, Norming, Performing. iUniverse. 2013.