Chapter 2 Developing Team, Listening, and Etiquette Skills Business Communication: Process and Product, 6e Mary Ellen Guffey Copyright © 2008

Why Soft Skills Matter Typical personnel ads call for Proven team skills Strong verbal, written skills Good people skills, superior communication skills, ability to work well with diverse teams Mary Ellen Guffey, Business Communication: Process and Product, 6e

Why Teamwork Works Better decisions Faster response Increased productivity Greater “buy-in” Less resistance to change Improved employee morale Reduced risks Mary Ellen Guffey, Business Communication: Process and Product, 6e

Positive Team Behavior Team players set rules, abide by them analyze tasks, define problems contribute information and ideas show interest, listen actively encourage members to participate synthesize points of agreement Mary Ellen Guffey, Business Communication: Process and Product, 6e

How to Resolve Conflict: Six Steps 6 5 Reach an agree-ment based on what is fair 4 Invent new problem-solving options 3 Look for common ground 2 1 Show you care about the relation-ship Under-stand other points of view Listen Mary Ellen Guffey, Business Communication: Process and Product, 6e

Meetings – Duties of Meeting Leader Before the meeting During the Meeting After the Meeting Decide whether a meeting is necessary. Include only key participants. Prepare agenda. Include topics, times, names. Mary Ellen Guffey, Business Communication: Process and Product, 6e 8

Meetings – Duties of Meeting Leader Before the meeting During the Meeting After the Meeting Start on time and begin with preview, agenda. Appoint a secretary to take minutes and a recorder to track ideas. Encourage participation but avoid digression. Deal with conflict openly. Let each party speak. After reaching consensus, confirm agreement. Mary Ellen Guffey, Business Communication: Process and Product, 6e 8

Meetings – Duties of Meeting Leader Before the meeting During the Meeting After the Meeting Summarize results achieved. End on time. Distribute minutes a few days later. Remind team members of assignments. Mary Ellen Guffey, Business Communication: Process and Product, 6e 8

Meetings – Duties of Meeting Participant Arrive early and prepared; silence your phone. Bring a positive attitude; stay calm, pleasant. Contribute respectfully; wait turn, raise hand. Give credit to others; help summarize. Express your views in the meeting, not later. Follow up by completing assigned tasks. Mary Ellen Guffey, Business Communication: Process and Product, 6e 8

Collaboration and Technology Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Voice Conferencing Most commonly used collaborative tool in business Simple and effective Participants on both ends can speak and hear simultaneously. Audioconferencing Teleconferencing Conference calling Phone conferencing Voice Conferencing Tools: Telephone, Cell phone Enhanced speakerphone Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Videoconferencing Used by scientists, researchers, and top executives Can be very expensive Collaborators connect in real time. Organizations reduce travel expenses, travel time, and employee fatigue. Videoconferencing Tools: Video Audio Software Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Web Conferencing Used in business to share documents, data, and slide shows. Inexpensive and accessible to anyone Collaborators connect in real time with or without live images. Web Conferencing Tools: Computer Internet access Software Camera (optional) Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Instant Messaging Immediate, direct delivery Presence, awareness of the recipient’s availability Group discussions possible Useful for back-and-forth online conversations (for example, tech support) MSN Messenger Yahoo! Messenger AIM Google Talk ICQ Instant Messaging Tools: Computer Internet access Software Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Blogs Interactive online journals Readers can comment on, but not change, content Useful to cross-functional teams Reduce time spent in meetings Collaborators share information in one central location. Tools: Computer Internet or intranet access Software Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Wikis Easy to use Many-to-many communication Users are working together and updating information. Collaborative Web sites Any user can add, change, or delete information Wikis Tools: Computer Internet or intranet access Software Mary Ellen Guffey, Business Communication: Process and Product, 6e

Listening in the Workplace Types of Listening on the Job Listening to superiors Listening to colleagues and teammates Listening to customers Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Keys to Building Powerful Listening Skills Control internal and external distractions. Become actively involved. Separate facts from opinions. Identify important facts. Avoid interrupting. Ask clarifying questions. Paraphrase to increase understanding. Capitalize on lag time. Take notes. Be aware of gender differences. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Functions of Nonverbal Communication To complement and illustrate To reinforce and accentuate To replace and substitute To control and regulate To contradict Mary Ellen Guffey, Business Communication: Process and Product, 6e

Forms of Nonverbal Communication Eye contact Facial expression Posture and gestures Time Space Territory Mary Ellen Guffey, Business Communication: Process and Product, 6e

Project Professionalism When You Communicate Speech habits E-mail messages Internet address Voice mail techniques Telephone habits Cell and smart phone use Business attire Mary Ellen Guffey, Business Communication: Process and Product, 6e

Gain an Etiquette Edge Use polite words. Express sincere appreciation and praise. Be selective in sharing personal information at work. Don’t put people down. Respect coworkers’ space. Rise above others’ rudeness. Be considerate when sharing space and equipment with others. Disagree agreeably. Mary Ellen Guffey, Business Communication: Process and Product, 6e

End Mary Ellen Guffey, Business Communication: Process and Product, 6e