Chapter 2 Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette 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 TeamFace-to-Face Workplace MeetingsVirtual MeetingsWorkplace Listening SkillsNonverbal CommunicationProfessionalism and Business Etiquette Topics in This Chapter

©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 3  Proven team skills  Strong verbal and written communication skills  Excellent interpersonal and organizational skills What Do Employers Want?

©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 4  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 Forming Performing

©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 6  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

©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 7  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

©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 8 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

©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 9  Majority  Consensus  Minority  Averaging  Authority rule with discussion Methods for Reaching Group Decisions What are the pros and cons of each method?

©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 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?

©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 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 14  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

©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 15  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

©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 16 How Virtual Meetings Are Possible

©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 17  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 18  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 19  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

©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 20  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

©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 21  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 22  Listening to superiors  Listening to colleagues and teammates  Listening to customers Types of Workplace Listening

©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 23 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

©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 24 The Listening Process PerceptionInterpretationEvaluationAction

©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 25  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

©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 26  Myth: Listening is a matter of intelligence.  Fact: Careful listening is a learned behavior. Ten Myths About Listening

©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 27  Myth: Speaking is more important than listening.  Fact: Speaking and listening are equally important. Ten Myths About Listening

©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 28  Myth: Listening is easy and requires little energy.  Fact: Active listeners undergo the same physiological changes as a person jogging. Ten Myths About Listening

©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 29  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

©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 30  Myth: Speakers are able to command listening.  Fact: Speakers cannot make a person really listen. Ten Myths About Listening

©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 31  Myth: Hearing ability determines listening ability.  Fact: Listening happens mentally – between the ears. Ten Myths About Listening

©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 32  Myth: Speakers are totally responsible for the communication success.  Fact: Communication is a two-way street. Ten Myths About Listening

©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 33  Myth: Listening is only a matter of understanding a speaker’s words.  Fact: Nonverbal signals also help listeners gain understanding. Ten Myths About Listening

©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 34  Myth: Daily practice eliminates the need for listening training.  Fact: Without effective listening training, most practice merely reinforces negative behaviors. Ten Myths About Listening

©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 35  Myth: Competence in listening develops naturally.  Fact: Untrained people listen at only 25 percent efficiency. Ten Myths About Listening

©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 36  Complement and illustrate  Reinforce and accentuate  Replace and substitute  Control and regulate  Contradict Functions of Nonverbal Communication

©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 37  Eye contact  Facial expression  Posture and gestures  Time Forms of Nonverbal Communication

©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 38  Space  Territory  Appearance of documents  Appearance of people Forms of Nonverbal Communication

©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 39  Speech habits  messages  Internet address  Voice mail techniques  Telephone habits  Cell and smart phone use Ways to Show Professionalism When You Communicate

©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 40  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

©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 41 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

©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 42 END