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Chapter 2. Team, Meeting, Listening, Nonverbal, and Etiquette Skills. Chapter 2. What Do Employers Want? Proven team skills Strong verbal and written communication skills Excellent interpersonal and organizational skills. Chapter 2. Why Teamwork Works Better decisions Faster response
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Chapter 2 Team, Meeting, Listening, Nonverbal, and Etiquette Skills
Chapter 2 • What Do Employers Want? • Proven team skills • Strong verbal and written communication skills • Excellent interpersonal and organizational skills
Chapter 2 • Why Teamwork Works • Better decisions • Faster response • Increased productivity • Greater “buy-in” • Less resistance to change • Improved employee morale • Reduced risks
Chapter 2 • Four Phases of Team Development • Forming • Norming • Storming • Performing
Chapter 2 • Characteristics of Positive Team Behavior • 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
Chapter 2 • Characteristics of Negative Team Behavior • Block ideas of others • Insult and criticize • Waste the group’s time • Make inappropriate comments • Fail to stay on task • Withdraw; don’t participate
Chapter 2 • Resolving Conflicts • Listen • Understand the other’s point of view • Show a concern for the relationship • Look for common ground • Invent new problem-solving options • Reach an agreement based on what is fair
Chapter 2 • Methods for Reaching Group Decisions • Majority • Consensus • Minority • Averaging • Authority rule with discussion
Chapter 2 • What Makes a Team Successful • 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
Chapter 2 • Duties of Meeting Leader • Decide if meeting is necessary • Select participants • Distribute advance information • Date/place; beginning & ending time • Brief description of topics with time limit for each topic • Pre-meeting expectations of participants • Get the meeting started • Goals; background information; possible problem solutions; agenda; ground rules • Keep meeting moving • Handle conflict • Ending/follow-up activities
Chapter 2 • Duties of Meeting Participants • Arrive early; come prepared • Positive attitude; contribute respectfully • Wait for others to finish • Remain calm yet energetic • Give credit to others • Put away cell phone and laptop • Help summarize • Express views “IN” the meeting • Follow up
Chapter 2 • Virtual Meetings • Audio conferencing • Simple and effective • Commonly used for collaboration • Also known as voice conferencing, teleconferencing, conference call • Video conferencing • Participants can see each other/items • Collaborators connect in real time • Almost as good as “face-to-face” meetings • Reduce travel time, expense, etc.
Chapter 2 • Techniques for Virtual Meetings • Everyone should know how to operate equipment • Distribute any documents in advance and log on early • Explain how to ask/answer questions • State your name before speaking • Decide whether to mute phones • Pay attention; avoid trying to multi-task • Ask questions of specific people; use a strong voice • Give everyone a chance to speak
Chapter 2 • Workplace Listening • Listening to superiors • Listening to colleagues and teammates • Listening to customers/clients
Chapter 2 • Keys to Effective Listening • Control internal/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
Chapter 2 • Common Listening Barriers • Mental Barriers • Inattention; prejudgment • Frame of reference • Closed-mindedness • Pseudo-listening • Physical Barriers • Hearing impairment • Noisy surroundings • Speaker’s appearance or mannerisms • Lag time
Chapter 2 • Ten Myths about Listening • Myth: Listening is a matter of intelligence • Fact: Careful listening is a learned behavior • Myth: Speaking is more important than listening • Fact: Speaking and listening are equally important • Myth: Listening is easy and requires little energy • Fact: Active listeners undergo the same physiological changes as a jogger • Myth: Listening and hearing are the same process • Fact: Listening is a conscious, selective process, while hearing is involuntary • Myth: Speakers are able to command listening • Fact: Speakers cannot make a person really listen
Chapter 2 • Ten Myths about Listening • Myth: Hearing ability determines listening ability • Fact: Listening happens mentally—between the ears • Myth: Speakers are totally responsible for communication success • Fact: Communication is a two-way street • Myth: Listening is only a matter of understanding a speaker’s words • Fact: Nonverbal signals also help listeners gain understanding • Myth: Daily practice eliminates the need for listening training • Fact: Without training, most practice merely reinforces negative behaviors • Myth: Competence in listening develops naturally • Fact: Untrained people listen at only 25 percent efficiency
Chapter 2 • Functions of Nonverbal Communication • Complement and illustrate • Reinforce and accentuate • Replace and substitute • Control and regulate • Contradict
Chapter 2 • Forms of Nonverbal Communication • Eye contact • Facial expression • Posture and gestures • Time • Space • Territory • Appearance of documents • Appearance of people
Chapter 2 • Showing Professionalism When Communicating • Speech habits • E-mail messages • Internet address • Voice mail techniques • Telephone habits • Cell and smart phone use
Chapter 2 • How to Gain an Etiquette Edge • Use polite words • Express sincere appreciation and praise • Be selective in sharing personal information at work • Avoid putting people down • Respect coworkers’ space • Rise above others’ rudeness • Be considerate when sharing space and equipment with others • Disagree agreeably