chapter 2 professionalism: team, meeting, listening, nonverbal, and etiquette skills
TRANSCRIPT
Chapter 2Professionalism: Team, Meeting,Listening, Nonverbal, andEtiquette Skills
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 2, Slide 2
Contributing Positively to a Team
Face-to-Face Workplace Meetings
Virtual Meetings
Workplace Listening Skills
Nonverbal CommunicationProfessionalism and Business Etiquette
Topics in This Chapter
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Proven team skills Strong verbal and written
communication skills Excellent interpersonal and
organizational skills
What Do Employers Want?
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Better decisions Faster response Increased productivity Greater “buy-in” Less resistance to change Improved employee morale Reduced risks
Why Teamwork Works
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 2, Slide 5
Four Phases of Team Development
Storming
Norming
FormingPerformi
ng12 3
4
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Set rules and abide by them. Analyze tasks and define problems. Contribute information and ideas. Show interest and listen actively. Encourage members to participate. Synthesize points of agreement.
Characteristics of People Who Exhibit Positive Team Behavior
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Block ideas of others. Insult and criticize. Waste the group’s time. Make inappropriate comments. Fail to stay on task. Withdraw, don’t participate.
Characteristics of People Who Exhibit Negative Team Behavior
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How to Resolve Conflict: Six Steps
Listen
Under-
stand other points of view
Show concern for the
relation-ship
Look for
common
ground
Invent new
problem-
solving options
Reach an
agree-ment based
on what is fair
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Majority Consensus Minority Averaging Authority rule with discussion
Methods for Reaching Group Decisions
What are the pros and cons of each method?
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10
Small size and diverse makeup
Agreement on purpose and procedures
Ability to confront conflict
Sound communication techniques
Collaboration, not competition
Acceptance of ethical responsibilities
Shared leadership
What Makes a Team Successful?
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11
Meetings – Duties of Meeting Leader
Decides whether a meeting is necessary
Includes only key participants Prepares agenda, including topics,
times, and names Considers whether to use a digital
calendar to schedule meeting
Before the
Meeting
During the
Meeting
After the
Meeting
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 2, Slide
12
Meetings – Duties of Meeting Leader
Starts on time and begin with preview, agenda
Appoints a secretary to take minutes and a recorder to track ideas
Encourages participation, avoiding digression
Deals with conflict openly, lets parties speak
Confirms agreement when consensus occurs
Before the
Meeting
During the
Meeting
After the
Meeting
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 2, Slide
13
Meetings – Duties of Meeting Leader
Ends meeting on time Summarizes results achieved Distributes minutes a few days
later Reminds team members of
assignments
Before the
Meeting
During the
Meeting
After the
Meeting
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 2, Slide
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Arrive early and prepared. Turn off and put away electronic
devices. Bring a positive attitude; stay calm,
pleasant, and energetic. Contribute respectfully: wait your
turn, and raise your hand.
Meetings – Duties of Meeting Participants
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Give credit to others. Help summarize. Express your views in the meeting,
not later. Follow up by completing assigned
tasks.
Meetings – Duties of Meeting Participants
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How Virtual Meetings Are Possible
Virtual
Meetings
Audio-conferen
cing
Video-conferen
cingWeb
Conferencing
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Simple and effective
Most commonly used collaborative tool in business
Tools include enhanced speakerphone, telephone, and mobile phone
Also known as voice conferencing, teleconferencing, conference calling, and phone conferencing
Audioconferencing
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 2, Slide
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Participants can see each other and small product details.
Collaborators connect in real time.
Although expensive, telepresence rooms are like being there.
Organizations reduce travel expenses, travel time, greenhouse gases, and worker fatigue.
Tools include video, audio, and software.
Videoconferencing
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 2, Slide
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Inexpensive and easily accessible
Used in business to share electronic documents and demonstrate products
Participants interact in real time
Tools include computer, Internet access, software, and (optional) camera
Web Conferencing
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Be sure everyone knows how to operate technology.
Distribute documents in advance and log on early.
Explain how to ask and answer questions.
Say your name before speaking.
Techniques for Successful Virtual Meetings
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Decide whether to “mute” phones. Pay attention; don’t multitask. Ask questions of specific people
and use a strong voice. Give everyone a chance to
speak with “round-the-table.”
Techniques for Successful Virtual Meetings
©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 2, Slide
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Listening to superiors Listening to colleagues and
teammates Listening to customers
Types of Workplace Listening
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1. Control internal and external distractions.
2. Become actively involved.
3. Separate facts from opinions.
4. Identify important facts.
5. Avoid interrupting.
6. Ask clarifying questions.
7. Paraphrase to increase understanding.
8. Capitalize on lag time.
9. Take notes.10.Be aware of
gender differences.
Ten Keys to Building Powerful Listening Skills
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The Listening Process
Perception
Interpretation
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Mental Barriers Inattention Prejudgment Frame of
reference Closed-
mindedness Pseudolistening
Physical and Other Barriers Hearing
impairment Noisy
surroundings Speaker’s
appearance or mannerisms
Lag time
Common Listening Barriers
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Myth: Listening is a matter of intelligence.
Fact: Careful listening is a learned behavior.
Ten Myths About Listening
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Myth: Speaking is more important than listening.
Fact: Speaking and listening are equally important.
Ten Myths About Listening
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Myth: Listening is easy and requires little energy.
Fact: Active listeners undergo the same physiological changes as a person jogging.
Ten Myths About Listening
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Myth: Listening and hearing are the same process.
Fact: Listening is a conscious, selective process, while hearing is an involuntary act.
Ten Myths About Listening
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Myth: Speakers are able to command listening.
Fact: Speakers cannot make a person really listen.
Ten Myths About Listening
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Myth: Hearing ability determines listening ability.
Fact: Listening happens mentally – between the ears.
Ten Myths About Listening
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Myth: Speakers are totally responsible for the communication success.
Fact: Communication is a two-way street.
Ten Myths About Listening
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Myth: Listening is only a matter of understanding a speaker’s words.
Fact: Nonverbal signals also help listeners gain understanding.
Ten Myths About Listening
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Myth: Daily practice eliminates the need for listening training.
Fact: Without effective listening training, most practice merely reinforces negative behaviors.
Ten Myths About Listening
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Myth: Competence in listening develops naturally.
Fact: Untrained people listen at only 25 percent efficiency.
Ten Myths About Listening
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Complement and illustrate Reinforce and accentuate Replace and substitute Control and regulate Contradict
Functions of Nonverbal Communication
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Eye contact Facial expression Posture and gestures Time
Forms of Nonverbal Communication
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Space Territory Appearance of documents Appearance of people
Forms of Nonverbal Communication
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Speech habits E-mail messages Internet address Voice mail
techniques Telephone habits Cell and smart
phone use
Ways to Show ProfessionalismWhen You Communicate
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Use polite words. Express sincere appreciation and
praise. Be selective in sharing personal
information at work. Avoid putting people down.
How to Gain an Etiquette Edge
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By John S. Donnellan
Respect coworkers’ space. Rise above others’ rudeness. Be considerate when sharing space
and equipment with others. Disagree agreeably.
How to Gain an Etiquette Edge
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END