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

2. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 2 Developing Soft Skills in the New Workplace Team Skills Active Listening Collaboration and Technology Nonverbal Communication Business Meetings Professionalism and Etiquette

3. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 3 Why Soft Skills Matter Typical personnel ads call for  Proven team skills  Strong verbal, written skills  Excellent interpersonal, organizational, and team skills  Interpersonal and communication skills  Good people skills, superior communication skills, must work well with diverse teams

4. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 4 Why Teamwork Works  Better decisions  Faster response  Increased productivity  Greater “buy-in”  Less resistance to change  Improved employee morale  Reduced risks

5. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 5 Four Phases of Team Development Storming Norming Forming Performing 1 2 3 4

6. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 6 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 © Comstock Images / Jupiterimages

7. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 7 Negative Team Behavior Team haters  Block ideas of others  Insult and criticize  Waste the group’s time  Make inappropriate comments  Fail to stay on task  Withdraw, don’t participate © Jon Feingersh/ Blend Images / Jupiterimages

8. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 8 How to Resolve Conflict: Six Steps Listen Under- stand other points of view Show you care about the relation- ship Look for common ground Invent new problem- solving options Reach an agree- ment based on what is fair

9. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 9 What Makes a Team Successful?  Small, diverse groups  Agreement on purpose and procedures  Ability to confront conflict  Good communication techniques  Collaboration rather than competition  Acceptance of ethical responsibilities  Shared leadership

10. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 10 During the Meeting Before the meeting Meetings – Duties of Meeting Leader After the Meeting  Decide whether a meeting is necessary.  Include only key participants.  Prepare agenda. Include topics, times, names.

11. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 11 During the Meeting Meetings – Duties of Meeting Leader Before 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.

12. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 12 During the Meeting After the Meeting Meetings – Duties of Meeting Leader Before the meeting  Summarize results achieved.  End on time.  Distribute minutes a few days later.  Remind team members of assignments.

13. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 13 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.

14. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 14 Collaboration Voice ConferencingVideoconferencing Web Conferencing Instant Messaging Blogs Wikis Collaboration and Technology

15. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 15  Most commonly used collaborative tool in business  Simple and effective Collaboration and Technology: Voice Conferencing Voice Conferencing Audioconfe-rencing Teleconfer-encing Conference calling Phone conferencing Tools:  Telephone, Cell phone  Enhanced speakerphone

16. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 16  Used by scientists, researchers, and top executives  Can be very expensive  Collaborators connect in real time. Collaboration and Technology: Videoconferencing Organizations reduce travel expenses, travel time, and employee fatigue. Tools:  Video  Audio  Software Videoconferencing

17. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 17  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. Collaboration and Technology: Web Conferencing Tools:  Computer  Internet access  Software  Camera (optional) Web Conferencing

18. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 18  Immediate, direct delivery  Presence, awareness of the recipient’s availability  Group discussions possible  Useful for back-and-forth online conversations (for example, tech support) Collaboration and Technology: Instant Messaging Tools:  Computer  Internet access  Software Instant Messaging MSN Messenger Yahoo! Messenger AIM Google Talk ICQ

19. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 19  Useful to cross- functional teams  Reduce time spent in meetings  Collaborators share information in one central location. Collaboration and Technology: Blogs Tools:  Computer  Internet or intranet access  Software Interactive online journals Readers can comment on, but not change, content

20. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 20  Easy to use  Many-to-many communication  Users are working together and updating information. Collaboration and Technology: Wikis Tools:  Computer  Internet or intranet access  Software Collaborative Web sites Any user can add, change, or delete information Wikis

21. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 21 The Listening Process and Its Barriers ActionInterpretationPerceptionEvaluation COMMON LISTENING BARRIERS Inattention Prejudgment Frame of reference Closed-mindedness Pseudolistening Hearing impairment Noisy surroundings Speaker’s appearance Speaker’s mannerisms Lag time Mental BarriersPhysical and Other Barriers

22. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 22 Listening in the Workplace  Listening to superiors  Listening to colleagues and teammates  Listening to customers Types of Listening on the Job

23. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 23 Ten Keys to Building Powerful Listening Skills 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.

24. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 24 Ten Myths About Listening Listening is a matter of intelligence. Fact: Careful listening is a learned behavior.

25. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 25 Ten Myths About Listening Fact: Speaking and listening are equally important. Speaking is more important than listening in the communication process.

26. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 26 Ten Myths About Listening Listening is easy and requires little energy. Fact: Active listeners undergo the same physiological changes as a person jogging.

27. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 27 Ten Myths About Listening Listening and hearing are the same process. Fact: Listening is a conscious, selective process. Hearing is an involuntary act.

28. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 28 Ten Myths About Listening Speakers are able to command listening. Fact: Speakers cannot make a person really listen.

29. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 29 Ten Myths About Listening Hearing ability determines listening ability. Fact: Listening happens mentally— between the ears.

30. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 30 Ten Myths About Listening Speakers are totally responsible for the communication success. Fact: Communication is a two-way street.

31. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 31 Ten Myths About Listening Listening means only understanding a speaker’s words. Fact: Nonverbal signals also help listeners gain understanding.

32. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 32 Ten Myths About Listening Daily practice eliminates the need for listening training. Fact: Without effective listening training, most practice merely reinforces negative behaviors.

33. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 33 Ten Myths About Listening Competence in listening develops naturally. Fact: Untrained people listen at only 25 percent efficiency.

34. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 34 Functions of Nonverbal Communication  To complement and to illustrate.  To reinforce and accentuate.  To replace and substitute.  To control and regulate.  To contradict.

35. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 35 Forms of Nonverbal Communication  Eye contact  Facial expression  Posture and gestures  Time  Space  Territory  Appearance—of people and documents

36. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 36 Project Professionalism When You Communicate  Speech habits  E-mail messages  Internet address  Voice mail techniques  Telephone habits  Cell and smart phone use  Business attire

37. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 37 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.

38. End Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 38