1. 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
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2. Learning Objective 1
Understand the importance of teamwork in today’s digital-era workplace, and explain how you can contribute positively to team performance.
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3. Adding Value to Professional Teams
What Do Digital-Age Employers Want?
Education
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Experience
Hard skills: Technical expertise in your field
Soft skills: Communication and interpersonal abilities

4. Reality Check: Tech Skills Are Not Enough
Knowledge workers need soft skills:
Oral and written communication skills
Appropriate nonverbal behavior
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Active listening
Proper business etiquette
Efficient and productive teamwork

5. Why Form Teams? Better decisions Less resistance to change
Faster response
Improved employee morale
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Increased productivity
Reduced risks
Greater buy-in

6. 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.
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Accomplish shared tasks without face-to-face contact.
Pool expertise from various, diverse contributors.

7. 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
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Forming

8. 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
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9. 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
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10. Combating Groupthink
Definition: Faulty decision-making processes by team members who are overly eager to agree with one another
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Striving for diversity in age, gender, experience, and training
Encouraging open discussion
Searching for relevant information

11. Combating Groupthink Evaluating many alternatives
Definition: Faulty decision-making processes by team members who are overly eager to agree with one another
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Evaluating many alternatives
Considering how a decision will be implemented
Planning for contingencies if decision fails to work

12. Reaching Group Decisions
Majority
Consensus
Minority
Averaging
Authority rule with discussion
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13. Defining Successful Teams
Communicate effectively.
Confront conflict.
Collaborate rather than compete.
Agree on purpose and procedures.
Accept ethical responsi-
bilities.
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Stay small and embrace diversity.
Share leadership.

14. 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
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Show you care about the relation-ship 3
Under-stand other points of view 2
Listen 1

15. Learning Objective 2
Discuss effective practices and technologies for planning and participating in face-to-face meetings and virtual meetings.
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16. Meetings: Time Wasters or Opportunities?
Planning and Participating in Face-to-Face and Virtual Meetings
Meetings: Time Wasters or Opportunities?
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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.

17. 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.
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Train participants on technology.

18. Running the Meeting Start on time and introduce the agenda.
Appoint a secretary and a recorder.
Encourage participation.
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Confront conflict frankly.
Summarize along the way.

19. Ending the Meeting and Following Up
Review meeting decisions.
Distribute minutes of meeting.
Remind people of action items.
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20. 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.
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21. 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.
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22. 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
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23. 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.

24. 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.
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25. 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.
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26. 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.”
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27. Explain and apply active listening techniques.
Learning Objective 3
Explain and apply active listening techniques.
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28. Listening: A Career-Critical Soft Skill
Active listening requires effort.
Many of us are poor listeners.
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Listening skills promote career success.
Good listeners make good managers.

29. 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%
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Other sounds and stimuli vie for our attention.
We listen at only 25% efficiency.
25%
We process speech much faster than others can speak.

30. Types of Workplace Listening
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Listening to supervisors
Listening to colleagues and teammates
Listening to customers

31. Ten Keys to Building Powerful Listening Skills
Control external and internal distractions. 1
Become actively involved. 2
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Separate facts from opinions. 3
Identify important facts. 4
Avoid interrupting. 5

32. Ten Keys to Building Powerful Listening Skills
Ask clarifying questions. 6
Paraphrase to increase understanding. 7
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Capitalize on lag time. 8
Take notes to ensure retention. 9
Be aware of gender differences. 10

33. Ten Myths About Listening1
Listening is a matter of intelligence. 2
Speaking is more important than listening in the communication process.
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Fact:
Careful listening is a learned behavior.
Fact:
Speaking and listening are equally important.

34. Ten Myths About Listening3
Listening is easy and requires little energy. 4
Listening and hearing are the same process.
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Fact:
Active listeners undergo the same physiological changes as a person jogging.
Fact:
Listening is a conscious, selective process. Hearing is an involuntary act.

35. Ten Myths About Listening5
Speakers are able to command listening. 6
Hearing ability determines listening ability.
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Fact:
Speakers cannot make a person really listen.
Fact:
Listening happens mentally– between the ears.

36. Ten Myths About Listening7
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.

37. Ten Myths About Listening9
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.

38. 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.

39. Nonverbal Cues Carry Powerful Meanings
Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional.
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40. Forms of Nonverbal Communication
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Eye contact
Facial expression
Posture and gestures
Time

41. Forms of Nonverbal Communication
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Space
Territory
Appearance of business documents
Personal appearance

42. Showing Professionalism When Communicating
Establish and maintain eye contact.
Use posture to show interest.
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Reduce or eliminate physical barriers.
Improve your decoding skills.
Probe for more information.

43. Showing Professionalism When Communicating
Interpret nonverbal meanings in context.
Associate with people from diverse cultures.
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Appreciate the power of appearance.
Observe yourself on video.
Enlist friends and family.

44. Learning Objective 5
Improve your competitive advantage by developing professionalism and business etiquette skills.
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45. Professionalism Leads to Success
Good manners and a businesslike, professional demeanor are among the top soft skills that employers seek in job candidates.
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Projecting and maintaining a professional image can make a real difference in helping you obtain and keep the job of your dreams.

46. 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
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47. 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 messages and texts.
Professional
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48. Projecting Professionalism: Internet
addresses such as: or
Unprofessional
addresses should include a name or a positive, businesslike expression; they should not sound cute or like a chat room nickname.
Professional
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49. 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
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50. 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
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51. 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
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52. 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
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53. Gaining an Etiquette Edge
Use polite words.
Express sincere appreciation and praise.
Respect coworkers’ space.
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Be selective in sharing personal information.
Don’t put people down.

54. Gaining an Etiquette Edge
Rise above others’ rudeness.
Be considerate when sharing space and equipment.
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Choose the high road in conflict.
Disagree agreeably.

55. END
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