2 Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills Business Communication: Process and Product, 8e Mary Ellen Guffey and Dana Loewy Instructor PowerPoint Library, 8e © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Learning Objective 1 Understand the importance of teamwork in today’s digital-era workplace, and explain how you can contribute positively to team performance. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Adding Value to Professional Teams What Do Digital-Age Employers Want? Education © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia Experience Hard skills: Technical expertise in your field Soft skills: Communication and interpersonal abilities

Reality Check: Tech Skills Are Not Enough Knowledge workers need soft skills: Oral and written communication skills Appropriate nonverbal behavior © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Active listening Proper business etiquette Efficient and productive teamwork

Why Form Teams? Better decisions Less resistance to change Faster response Improved employee morale © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia Increased productivity Reduced risks Greater buy-in

Collaborating in Virtual Teams Work is what you do rather than a place you go. Collaborate with coworkers in other cities and countries. Coordinate tasks across time and geographic zones. Participate and collaborate locally. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © raven/Fotolia, © antoshkaforever/Fotolia Accomplish shared tasks without face-to-face contact. Pool expertise from various, diverse contributors.

The Four Phases of Team Development Discuss alternatives Evaluate outcomes Apply criteria Prioritize alternatives Norming Identify problems Collect and share information Establish decision criteria Prioritize goals Storming Select alternative Analyze effects Implement plan Manage project Performing Select members Become acquainted Build trust Form collab- orative culture © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Forming

Positive Team Behavior Setting rules and abiding by them Analyzing tasks and defining problems Contributing information and ideas Showing interest and listening actively Encouraging members to participate Synthesizing points of agreement © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © vgstudio/Fotolia

Negative Team Behavior Blocking the ideas of others Insulting and criticizing others Wasting the group’s time Making improper jokes and comments Failing to stay on task Withdrawing, failing to participate © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Lisa F. Young/Fotolia

Combating Groupthink Definition: Faulty decision-making processes by team members who are overly eager to agree with one another © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Vanessa/Fotolia Striving for diversity in age, gender, experience, and training Encouraging open discussion Searching for relevant information

Combating Groupthink Evaluating many alternatives Definition: Faulty decision-making processes by team members who are overly eager to agree with one another © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Vanessa/Fotolia Evaluating many alternatives Considering how a decision will be implemented Planning for contingencies if decision fails to work

Reaching Group Decisions Majority Consensus Minority Averaging Authority rule with discussion © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Christopher Jones/Fotolia

Defining Successful Teams Communicate effectively. Confront conflict. Collaborate rather than compete. Agree on purpose and procedures. Accept ethical responsi- bilities. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia Stay small and embrace diversity. Share leadership.

Six Steps for Dealing with Conflict Reach an agree-ment based on what is fair 6 Invent new problem-solving options 5 Look for common ground 4 © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Show you care about the relation-ship 3 Under-stand other points of view 2 Listen 1

Learning Objective 2 Discuss effective practices and technologies for planning and participating in face-to-face meetings and virtual meetings. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Meetings: Time Wasters or Opportunities? Planning and Participating in Face-to-Face and Virtual Meetings Meetings: Time Wasters or Opportunities? © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia Meetings are disliked, but they can be career-critical. Judgments are formed and careers are made or blunted. Meetings are opportunities to demonstrate leadership, communication, and problem-solving skills.

Planning a Productive Meeting Meet only when the topic demands a rich medium because it is important and requires an exchange of ideas. Use a digital calendar for scheduling. Invite the right people. Distribute an agenda. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia, © mostafa fawzy/Fotolia Train participants on technology.

Running the Meeting Start on time and introduce the agenda. Appoint a secretary and a recorder. Encourage participation. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © MelisendeVector.com/Fotolia, © mostafa fawzy/Fotolia, © Christopher Jones/Fotolia Confront conflict frankly. Summarize along the way.

Ending the Meeting and Following Up Review meeting decisions. Distribute minutes of meeting. Remind people of action items. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © iQoncept/Fotolia

Being a Productive Participant Arrive early and come prepared. Have a positive attitude. Contribute respectfully. Wait for others to finish. Keep your voice calm and pleasant, yet energetic. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia

Being a Productive Participant Give credit to others. Use electronic devices only for meeting-related tasks. Help summarize. Express your views in the meeting, not later. Follow up by completing assigned tasks. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia

Virtual Meetings: Audioconferencing Simple and effective Most commonly used collaborative tool in business Tools include enhanced speakerphone, telephone, and mobile phone Also known as teleconferencing, conference calling, and phone conferencing © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © pawwod/Fotolia

Virtual Meetings: Videoconferencing Participants can see each other and small product details. Collaborators connect in real time. Expensive telepresence rooms are extremely life-like. Organizations reduce travel expenses, travel time, greenhouse gases, and worker fatigue. Tools include video, audio, and software. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Virtual Meetings: Web Conferencing Inexpensive and easily accessible Used to share electronic documents and demonstrate products Participants interact in real time Tools include computer, Internet access, software, and (optional) camera. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Steve Young/Fotolia

Planning Virtual Meetings 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. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia

Techniques for Successful Virtual Meetings 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-robin.” © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © TAlex/Fotolia

Explain and apply active listening techniques. Learning Objective 3 Explain and apply active listening techniques. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Listening: A Career-Critical Soft Skill Active listening requires effort. Many of us are poor listeners. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © julien tromeur/Fotolia Listening skills promote career success. Good listeners make good managers.

Poor Listening Habits and its Causes People understand about half of the oral messages in a day. Few of us receive training in listening. 50% © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Other sounds and stimuli vie for our attention. We listen at only 25% efficiency. 25% We process speech much faster than others can speak.

Types of Workplace Listening © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia Listening to supervisors Listening to colleagues and teammates Listening to customers

Ten Keys to Building Powerful Listening Skills Control external and internal distractions. 1 Become actively involved. 2 © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Separate facts from opinions. 3 Identify important facts. 4 Avoid interrupting. 5

Ten Keys to Building Powerful Listening Skills Ask clarifying questions. 6 Paraphrase to increase understanding. 7 © 2015Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Capitalize on lag time. 8 Take notes to ensure retention. 9 Be aware of gender differences. 10

Ten Myths About Listening 1 Listening is a matter of intelligence. 2 Speaking is more important than listening in the communication process. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Fact: Careful listening is a learned behavior. Fact: Speaking and listening are equally important.

Ten Myths About Listening 3 Listening is easy and requires little energy. 4 Listening and hearing are the same process. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Fact: Active listeners undergo the same physiological changes as a person jogging. Fact: Listening is a conscious, selective process. Hearing is an involuntary act.

Ten Myths About Listening 5 Speakers are able to command listening. 6 Hearing ability determines listening ability. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Fact: Speakers cannot make a person really listen. Fact: Listening happens mentally– between the ears.

Ten Myths About Listening 7 Speakers are totally responsible for the communication success. 8 Listening means only understanding a speaker’s words. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Fact: Communication is a two-way street. Fact: Nonverbal signals also help listeners gain understanding.

Ten Myths About Listening 9 Daily practice eliminates the need for listening training. 10 Competence in listening develops naturally. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Fact: Without effective listening training, most practice merely reinforces negative behaviors. Fact: Untrained people listen at only 25 percent efficiency.

Learning Objective 4 Understand how effective nonverbal communication can help you advance your career. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Nonverbal Cues Carry Powerful Meanings Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Forms of Nonverbal Communication © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Yury Shchipakin/Fotolia, © helen cingisiz/Fotolia Eye contact Facial expression Posture and gestures Time

Forms of Nonverbal Communication © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © helen cingisiz/Fotolia Space Territory Appearance of business documents Personal appearance

Showing Professionalism When Communicating Establish and maintain eye contact. Use posture to show interest. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © helen cingisiz/Fotolia Reduce or eliminate physical barriers. Improve your decoding skills. Probe for more information.

Showing Professionalism When Communicating Interpret nonverbal meanings in context. Associate with people from diverse cultures. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © helen cingisiz/Fotolia Appreciate the power of appearance. Observe yourself on video. Enlist friends and family.

Learning Objective 5 Improve your competitive advantage by developing professionalism and business etiquette skills. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Professionalism Leads to Success Good manners and a businesslike, professional demeanor are among the top soft skills that employers seek in job candidates. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia Projecting and maintaining a professional image can make a real difference in helping you obtain and keep the job of your dreams.

Projecting Professionalism: Speech Habits uptalk like used as a filler go for said slang and profanity poor grammar Unprofessional Your credibility can be seriously damaged by sounding uneducated, crude, or adolescent. Professional © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Projecting Professionalism: E-Mail incomplete sentences misspelled words exclamation points IM slang and textspeak mindless chatter sloppy messages Unprofessional Employers like to see subjects, verbs, and punctuation. They dislike IM abbreviations. They value conciseness and correct spelling, even in brief e-mail messages and texts. Professional © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Projecting Professionalism: Internet E-mail addresses such as: doodleking@hotmail.com, hotmama@yahoo.com, or loverboy@gmail.com. Unprofessional E-mail addresses should include a name or a positive, businesslike expression; they should not sound cute or like a chat room nickname. Professional © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Projecting Professionalism: Voicemail An outgoing message with strident background music, weird sounds, or a joke message. Unprofessional An outgoing message that states your name or phone number and provides instructions for leaving a message. Professional © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © mostafa fawzy/Fotolia

Projecting Professionalism: Telephone Presence Soap operas, thunderous music, or a TV football game playing noisily in the background when you answer the phone. Unprofessional A quiet background when you answer the telephone, especially if you are expecting a prospective employer’s call. Professional © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © mostafa fawzy/Fotolia

Projecting Professionalism: Cell Phones, Tablets Using electronics during business meetings for unrelated purposes or during conversations with fellow employees; raising your voice (cell yell); forcing others to overhear your calls. Unprofessional Turning off phone and message notification, both audible and vibrate, during meetings; using your smart devices only for meeting-related purposes. Professional © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © mostafa fawzy/Fotolia

Projecting Professionalism: Texting Sending and receiving text messages during meetings, allowing texting to interrupt face-to-face conversations, or texting when driving. Unprofessional Sending appropriate business text messages only when necessary (perhaps when a cell phone call would disturb others). Professional © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Gaining an Etiquette Edge Use polite words. Express sincere appreciation and praise. Respect coworkers’ space. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © kyoko/Fotolia Be selective in sharing personal information. Don’t put people down.

Gaining an Etiquette Edge Rise above others’ rudeness. Be considerate when sharing space and equipment. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © kyoko/Fotolia Choose the high road in conflict. Disagree agreeably.

END © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © kyoko/Fotolia