Basic Interpersonal Com - Lesson 6 - Professionalism.pdf

Basic Interpersonal Com - Lesson 6 - Professionalism

1. BASIC
INTERPERSONAL
COMMUNICATION
LESSON 6: Professionalism at Workplace

2. BIC4253 -BASIC INTERPERSONAL COMMUNICATION
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Introduction
•What is a professional?
•Why it matters?
•Labour market become more competitive, job
seeker need to find ways to stand out from
the crowd
•How can you be professional in your day-to-day
roles as a student and future employee or
business owner?

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Definition of Professionalism
ProfessionalismKnowledge that an individual
possesses about a certain field
Constant and consistent behaviour
The conduct, aims, or qualities
that characterize or mark a
profession or a professional person
The level of excellence or
competence that is expected of a
professional.

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Definition of Professionalism
Professionalism in the
aviation industry
encompasses a set of
behaviours, attitudes, and
attributes that reflect a
commitment to excellence,
safety, and ethical conduct.

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Attributes of Professionalism
Specialise
knowledge
Competency
Honest and
IntegrityAccountability
Self-
Regulation
Image

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Specialized Knowledge
•Understanding the principles of flight, lift, drag, and the
forces acting on an aircraft.Aerodynamics
•Familiarity with the specific regulations and rules set by the
relevant aviation authorities, Aviation
Regulations
•Knowledge of navigation techniques, including reading
charts, using instruments, and planning flight routes.Navigation
•Understanding weather patterns, weather hazards, and the
ability to interpret weather reports.Meteorology
•Learning the technical aspects of the specific aircraft you'll
be flying, including its systems, instruments, and equipment.Aircraft Systems
•Learning safety protocols, risk assessment, and
accident/incident analysis to mitigate risks.Aviation Safety
•Effective communication with air traffic control (ATC) and
other pilots is essential for safe operations.Communication
•Knowing how to respond to various in-flight emergencies
and malfunctions.Emergency
Procedures

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Competency
Regulatory
compliances
Problem Solving
Communication
skills
Crew Resource
Management
Safety
Awareness
Crisis
Management
Aircraft
Performance
Ethical Conduct

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Honest and Integrity
Adherence to Regulations
Truthfulness
Reporting Incidents
Confidentiality
Customer Trust
Code of Conduct
1.Adhering to aviation regulations and safety standards
without exception.
2.Always doing what's right, even when no one is watching.
1.Being truthful in all interactions, whether with colleagues,
superiors, passengers, or regulatory authorities.
1.A culture of reporting safety incidents, even if it means
acknowledging one's mistakes or shortcomings.
2.Taking responsibility for one's actions.
1.Respecting and maintaining the confidentiality of
sensitive information related to aviation operations,
passengers, and the company.
1.Build and maintain the trust of passengers and
stakeholders.
2.Passengers should feel confident in the honesty and
integrity of aviation professionals.
1.Aviation organizations have a code of conduct or an ethics
policy that sets clear expectations for honesty and
integrity.

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Code of conduct - example
https://www.secureav.com/AMCC-
v2.html#:~:text=Explanation%3A%20Pilots%20are%20responsible%20for,and%20exercising%20prudent%20
risk%20management.

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Accountability
Duties to the public
•A pilot will not knowingly do anything
that could threaten flight safety.
•A pilot is careful and will not neglect
details that contribute to the safety of a
flight.
•A pilot will operate the aircraft in such a
way that will to the well-being and
safety of the passengers at all times.
•A pilot is responsible in delivering his or
her passengers to their destination on
schedule.
•In case of disaster or emergency, a pilot
will do whatever necessary to keep
passengers and crew away from harm
and protect their lives.
Duties to the employer
•Respect to supervisors, officers, and
directors of the airline he or she is
working for are important. However,
this respect is not synonymous to
subservience.
•Faithful obedience to orders by
supervisors is necessary. However, he or
she can refuse to obey any orders that,
by his or her judgment, will negatively
affect flight safety.
•A pilot will not intentionally falsify any
record, and will not condone similar
actions by other crew members.
•A pilot will hold the airline’s secrets in
confidences and will be careful to not
inadvertently reveal them.

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Accountability
Duties to Other Pilots
•A pilot should promote the personal and
professional welfare of other pilots.
•A pilot should protect other pilots’ reputation
and earning power.
•A pilot should strive to educate and develop
experience, knowledge, and ability of other
pilots.
•Only constructive criticism should only be
exercised between pilots.
•Every pilot should feel responsibility for the
conduct of other pilots.
•One should strive to uphold the honor and
dignity of the profession
•When disputes and grave difference regarding
professional matters arise between pilots, the
argument should be brought to an impartial
committee.
Duties To One’s Self
•A pilot will aim to be a good member of the
community and the state, especially regarding
the improvement of aviation and air safety.
•A pilot will conduct all of his or her affairs
accordingly.
•A pilot should remember that he or she
represents the profession and that his or her
conduct can reflect upon the profession.
•A pilot should strive to improve his or her skills
and knowledge, to study, and to be updated
on new developments in the industry.
•A pilot will not give out materials such as
article and interviews, or permit his name to
be used in a manner that will likely bring
discredit to another pilot, the airline industry,
or the profession.
•A pilot should be careful to not fly too much
and to become too fatigued in a way that can
impair his or her judgment and ability.

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Self-regulated
Professionalism
under Pressure
1.Whether it's dealing
with a technical
malfunction,
adverse weather
conditions, or
passenger-related
challenges,
maintaining a calm
and composed
demeanour is vital
for instilling
confidence in
passengers and
fellow crew
members.
Respect for All Roles
1.Professionalism
extends to treating
every individual in
the aviation industry
with respect,
regardless of their
role.
2.Whether it's
acknowledging the
contributions of
maintenance
personnel, cabin
crew, or air traffic
controllers,
recognizing the
value of each role
fosters a
harmonious and
collaborative work
environment.
Emotional
Intelligence
1.Aviation
professionals exhibit
a high degree of
emotional
intelligence by
understanding and
managing their
emotions and by
considering the
emotions and needs
of others.
2.Emotional
intelligence
facilitates effective
communication,
conflict resolution,
and team cohesion.
Empathy
1.Aviation
professionals should
demonstrate
empathy, especially
when interacting
with passengers or
colleagues who may
be experiencing
fear, frustration, or
uncertainty.
2.Acknowledging and
responding to the
emotional needs of
others can make a
significant
difference in the
overall experience
and safety of a
flight.

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Self-regulated
Cultural Sensitivity
1.In a global industry,
emotional
intelligence also
encompasses cultural
sensitivity.
2.Aviation
professionals must
be aware of and
respect cultural
differences, customs,
and communication
styles, especially
when dealing with
passengers from
diverse backgrounds.
Conflict Resolution
1.Emotional
intelligence plays a
vital role in conflict
resolution.
2.Aviation
professionals should
be equipped to de-
escalate conflicts and
find amicable
solutions, ensuring
that safety and
professionalism
prevail.
Leadership Example
1.Leadership in
aviation carries the
responsibility of
setting a positive
example.
2.Leaders are expected
to exhibit self-
regulation, emotional
intelligence, and
respect, inspiring
their teams to do the
same

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Image
https://www.world-airport-codes.com/blog/uniforms-
guide-at-the-airport/

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Image
YesNo
Clean and polished shoes
Good grooming
Quality clothing
Neutral colours
Excessive
accessories
Tattoos and
piercings
Strong perfumes

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Dressing for Success
1 Smooth and Finished 2 Elegant and Refined3 Crisp and Starched 4 Up-to-the-Minute
Trendy
Choose well-tailored clothing
that fits well; it doesn’t have to
be expensive, but it does have
to fit and be appropriate for
business.
●●Keep buttons, zippers, and
hemlines in good repair.
●●Select shoes that are
comfortable enough for long
days but neither too casual nor
too dressy for the office; keep
shoes clean and in good
condition.
●●Make sure the fabrics you
wear are clean, are carefully
pressed, and do not wrinkle
easily.
●●Choose colors that flatter
your height, weight, skin tone,
and style; sales advisors in
good clothing stores can help
you choose.
Choose form-fitting (but
not skin-tight) clothing—
not swinging or flowing
fabrics, frills, or fussy
trimmings.
●●Choose muted tones
and soft colors or classics,
such as a dark blue suit or a
basic black dress.
●●If possible, select a few
classic pieces of jewelry
(such as a string of pearls
or diamond cuff links) for
formal occasions.
●●Wear jackets that
complement an outfit and
lend an air of formality to
your appearance.
Avoid jackets with more
than two tones; one color
should dominate.
Wear blouses or shirts
that are or appear
starched.
●●Choose closed top-
button shirts or button-
down shirt collars,
higher-neckline blouses,
or long sleeves with
French cuffs and cuff
links.
●●Wear creased
trousers or skirts with a
lower hemline.
Supplement your
foundation
with pieces that reflect
the latest styles.
●●Add a few pieces in
bold colors but wear
them sparingly to avoid
a garish appearance.
●●Embellish your look
with the latest jewelry
and hairstyles but keep
the overall effect
looking professional.

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Image – Business Professionals
https://www.suitsexpert.com/blog/business-professional-dress-code/
•Business casual vs. Business-professional dress
code
•Business professional attire for men
•Business professional attire for women
•Where to buy?

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Professional qualities

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Professionalism and the 5 Principles
Eg: The core concepts of Duke’s Master of Engineering
Management curriculum

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Communication

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Characteristics of Effective Teams
•Clear sense of purpose
•Open and honest communication
•Consensus-based decision making
•Creativity
•Effective conflict resolution

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Assuming Team Roles
Dysfunctional: Self-Oriented
Roles
Functional: Team-Maintenance
RolesFunctional: Task-Oriented Roles
Controlling: Dominating others
by exhibiting superiority or
authority
Encouraging: Drawing out other
members by showing verbal and
nonverbal support, praise, or
agreement
Initiating: Getting the team
started on a linen of inquiry
Withdrawing: Retiring from the
team either by becoming silent
or by refusing to deal with a
particular aspect of the team’s
work
Harmonizing: Reconciling
differences among team
members through mediation or
by using humor to relieve tension
Information giving or seeking:
Offering (or seeking) information
relevant to questions facing the
team
Attention seeking: Calling
attention to oneself and
demanding recognition from
others
Compromising: Offering to yield
on a point in the interest of
reaching a mutually acceptable
decision
Coordinating: Showing
relationships among ideas,
clarifying issues, and
summarizing what the team has
done
Diverting: Focusing the team’s
discussion of topics of interest to
the individual rather than of
those relevant to the task
Procedure setting: Suggesting
decisionmaking procedures that
will move the team toward a goal

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Critical Thinking

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Ethics
•Ethics
•A system of moral
values that establish
appropriate conduct
• Principles
•Ethics as synonymous
with respect, loyalty,
honesty, and trust

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Ethics
Main types of
Unethical
Behaviour
Lying
Withholding
Information
Intimidation,
Abuse
Falsely Reporting
Time Worked
Discrimination
Most
Investigated
Misconduct
Conflict of
Interest
Misuse of
Authority or
Resources , Gifts,
Theft
Sexual
Harassment

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Humaness
•Valuing people and creating value for people
WorkplaceMotivation
Healthy
environment
Leadership
Performance
Pursue of
passion
Encourage
innovation
Goal sharing

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Good Manners and Etiquette
•Difference:
•Good manners are rules for common actions
of courtesy and politeness.
•Etiquette describes the use of proper
customs in social and business life; these
may change over time

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General Manners
•Be considerate of others
•Show respect
•Use “Excuse me”
•Listen to people before making suggestions
•Be patient
•Offer assistance
•Compliment good work
•Learn, remember and use people’s names
•Be courteous, kind, polite, and fair

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General Etiquette
•Personal manners when meeting new friends
•Telephone courtesy
•Personal relations
•Table manners

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Personal Manners When Meeting New People
Do
•Smile
•Firm handshake
•Stand for a lady
•Repeat a new name
•Use “you” more than “I”
•Introduce them to others
Do not
•Use “knuckle-buster”
handshakes
•Do all the talking
•Use foul language
•Try to always be funny and
the center of attention
•Say bad things about
others

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Proper Handshake
›Firm, but not bone-crushing
›Lasts about 3 seconds
›May be "pumped" once or twice from the
elbow
›Is released after the shake, even if the
introduction continues
›Includes good eye contact with the other
person

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Telephone Courtesy
•“Hello, this is ________ speaking. May I help you?”
•Stay away from negative comments.
•“May I ask who’s calling?”
•When taking a message, include the date and time of
call, caller’s name and telephone number.

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Personal Relations
•Important to the success of anything.
•Have open and honest communications
•Develop people skills.
•Respect and appreciate others.
•Accept support and be supportive
•Maintain a positive attitude

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Business Etiquette in Social Situations
Meeting OthersBusiness Meals
Representing YourCompanyObservingDining Etiquette
IntroducingYourselfChoose Foodsthat are Easy to Eat
IntroducingOthersAvoid Alcohol
Observing Customs –Especially
for International Business
Choose AppropriateTopics for
Conversation

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Business Etiquette Online
•Ask if it is a good time to IM chat
•Avoid profanity and emoticons
•Do NOT use “reply all” everytime
•Don’t waste others’ time with sloppy or confusing
messages
•Respect boundaries
•Be careful of online commenting mechanisms

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Using Phones in the Workplace
•Be conscious of how your voice sounds
•Be courteous
•Convey a positive, professional attitude
•End calls with courtesy and clarity
•Use your outgoing voicemail message to help callers
•Be considerate and clear when leaving voicemail