Chapter 2 Professionalism: Team, Meeting, Listening, Nonverbal , and Etiquette Skills

1. Chapter 2 Professionalism: Team, Meeting,Listening, Nonverbal, andEtiquette Skills

2. Topics in This Chapter

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

4. Why Teamwork Works • Better decisions • Faster response • Increased productivity • Greater “buy-in” • Less resistance to change • Improved employee morale • Reduced risks

5. Four Phases of Team Development 4 1 Performing 3 Forming 2 Norming Storming

6. Characteristics of People Who Exhibit 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.

7. Characteristics of People Who Exhibit 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.

8. How to Resolve Conflict: Six Steps 6 5 Reach an agree-ment based on what is fair 4 Invent new problem-solving options 3 Look for common ground 2 1 Show concern for the relation-ship Under-stand other points of view Listen

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

10. What Makes a Team Successful? • Sound communication techniques • Collaboration, not competition • Acceptance of ethical responsibilities • Shared leadership • Small size and diverse makeup • Agreement on purpose and procedures • Ability to confront conflict

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

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

13. Meetings – Duties of Meeting Leader • Starts meeting on time • Ends meeting on time • Summarizes results achieved • Distributes minutes a few days later • Reminds team members of assignments

14. Meetings – Duties of Meeting Participants • 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.

15. Meetings – Duties of Meeting Participants • Give credit to others. • Help summarize. • Express your views in the meeting, not later. • Follow up by completing assigned tasks.

16. How Virtual Meetings Are Possible

17. Audioconferencing • Also known as voice conferencing, teleconferencing, conference calling, and phone conferencing • Simple and effective • Most commonly used collaborative tool in business • Tools include enhanced speakerphone, telephone, and mobile phone

18. Videoconferencing • Organizations reduce travel expenses, travel time, greenhouse gases, and worker fatigue. • Tools include video, audio, and software. • Participants can see each other and small product details. • Collaborators connect in real time. • Although expensive, telepresence rooms are like being there.

19. Web Conferencing • Participants interact in real time • Tools include computer, Internet access, software, and (optional) camera • Inexpensive and easily accessible • Used in business to share electronic documents and demonstrate products

20. Techniques for Successful 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.

21. Techniques for Successful Virtual Meetings • Decide whether to “mute” phones. • Pay attention; don’t multitask. • Ask questions of specific peopleand use a strong voice. • Give everyone a chance to speak with “round-the-table.”

22. Types of Workplace Listening • Listening to superiors • Listening to colleagues and teammates • Listening to customers

23. Ten Keys to Building Powerful Listening Skills • Ask clarifying questions. • Paraphrase to increase understanding. • Capitalize on lag time. • Take notes. • Be aware of gender differences. • Control internal and external distractions. • Become actively involved. • Separate facts from opinions. • Identify important facts. • Avoid interrupting.

24. The Listening Process

25. Common Listening Barriers • Physical and Other Barriers • Hearing impairment • Noisy surroundings • Speaker’s appearance or mannerisms • Lag time • Mental Barriers • Inattention • Prejudgment • Frame of reference • Closed-mindedness • Pseudolistening

26. Ten Myths About Listening • Myth: Listening is a matter of intelligence. • Fact: Careful listening is a learned behavior. 1

27. Ten Myths About Listening • Myth: Speaking is more important than listening. • Fact: Speaking and listening are equally important. 2

28. Ten Myths About Listening • Myth: Listening is easy and requires little energy. • Fact: Active listeners undergo the same physiological changes as a person jogging. 3

29. Ten Myths About Listening • Myth: Listening and hearing are the same process. • Fact: Listening is a conscious, selective process, while hearing is an involuntary act. 4

30. Ten Myths About Listening • Myth: Speakers are able to command listening. • Fact: Speakers cannot make a person really listen. 5

31. Ten Myths About Listening • Myth: Hearing ability determines listening ability. • Fact: Listening happens mentally – between the ears. 6

32. Ten Myths About Listening • Myth: Speakers are totally responsible for the communication success. • Fact: Communication is a two-way street. 7

33. Ten Myths About Listening • Myth: Listening is only a matter of understanding a speaker’s words. • Fact: Nonverbal signals also help listeners gain understanding. 8

34. Ten Myths About Listening • Myth: Daily practice eliminates the need for listening training. • Fact: Without effective listening training, most practice merely reinforces negative behaviors. 9

35. Ten Myths About Listening • Myth: Competence in listening develops naturally. • Fact: Untrained people listen at only 25 percent efficiency. 10

36. Functions of Nonverbal Communication • Complement and illustrate • Reinforce and accentuate • Replace and substitute • Control and regulate • Contradict

37. Forms of Nonverbal Communication • Eye contact • Facial expression • Posture and gestures • Time

38. Forms of Nonverbal Communication • Space • Territory • Appearance of documents • Appearance of people

39. Ways to Show ProfessionalismWhen You Communicate • Speech habits • E-mail messages • Internet address • Voice mail techniques • Telephone habits • Cell and smart phone use

40. 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.

41. How to Gain an Etiquette Edge • Respect coworkers’ space. • Rise above others’ rudeness. • Be considerate when sharing space and equipment with others. • Disagree agreeably. By John S. Donnellan

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