SAlES representation

ANDREW ZIELINSKI, MBA SAlES representation www.accrongroup.com/fengyeschool/

Contents of Module 2 • Oral Communication • Non-Verbal Communication • Learning and Communication Styles • Personalizing Communication Techniques • Working in Teams (Today) • Computer Tools (includes online job searching, networking) • Writing – Letters, Resumes (CVs) • SIMULATION Module 2: professional relationships

Secrets of Winning Communications – Personalizing Your Interactions Goals of Last Section • Help You Opt for the Right Communication Method • Personalize Your Messages and Adapt Them to Your Audience • How to Deal with Difficult Situations Covered in Last Section • Attitudes & Aptitudes • Phone Skills • Effective Communications • Keeping It Simple • Being Adaptable in Your Communications • When “It’s Complicated” • Handling Difficulties Module 2: professional relationships

Summary of Section on Communication Skills • Some circumstances can lead to a break-down in communications • A misunderstanding, a message that was incorrectly encoded/decoded • Certain character traits of the sender and/or receiver • A extenuating circumstance • All this can be successfully managed by adopting the following winning attitudes: • Recognize the emotional state of all parties • Be self-aware with regards to how we are communicating • Speak in the first person (using “I”) • Be empathetic • Stay calm, cool, and collected • Keep focus on the situation at hand and not words utilized to express negative emotions Module 2: professional relationships

Summary of Section on Communication Skills • To ensure flowing and effective communication, we maintain: • Open mindedness • Self-confidence • Real and coherent • Respectful of others • Credibility • Empathetic understanding of others • An effective message consists of: • Keeping it simple • Clear and precise • Brief • Correctly timed • Utilizes the correct level of language and rhythm • Is adapted to the person(s) for which it is intended Module 2: professional relationships

Summary of Section on Communication Skills • To verify that a message was correctly conveyed, we can check on: • Wording • Re-phrasing • Practice active listening • Ask Questions during the communication • Simplifying the language • Feedback • Summarizing Module 2: professional relationships

Goals of This Section • Introduce concepts of group dynamics • Collaboration • Dealing with Challenges in a Group Covered in This Section • Looking at Your Work Environment • The Work Team • Attitudes & Aptitudes • Factors that Influence Group Dynamics • Types of Team Members • Communications Channels at Work • Challenges in Group Situations Module 2: working in teams

Starting off with Another Self-Evaluation… (See hand-out from teacher) Module 2: working in teams

1. Knowing and Integrating into Your Work Environment Policies and Values – what matters most to the organization? Mission and organizational culture – why does it exist? Peers – who will you work with? How are they? Hierarchy – who is your boss? Who takes care of HR issues? Size – the larger a company, the more communications are structured Module 2: working in teams

2. Your Team at Work • Common Goal – identify and communicate • Tasks at Hand • Means and Resources • Steps to Follow • Established timeline • Pulling Together • Team members collaborate • Keep a healthy atmosphere of collaboration and support Module 2: working in teams

3. Attitudes & Aptitudes Everyone needs to be rowing, efficiently, in the same direction… • Confidence • Trust your team • Accept authority • Value the contribution of others • Be real • Delegate or spread out responsibilities and tasks • Respecting Differences • Feeling of Belonging • Collaboration Module 2: working in teams

3. Attitudes & Aptitudes Everyone needs to be rowing, efficiently, in the same direction… • Respecting Differences • Give everyone a chance to express themselves • Be polite • Respect other’s points of view • Avoid being judgmental • Express your thoughts clearly • Be interested in the thoughts and opinions of others • Avoid monopolizing speaking time • Express openness • Express empathy Module 2: working in teams

3. Attitudes & Aptitudes Everyone needs to be rowing, efficiently, in the same direction… • Feeling of Belonging • Identify with team members • Chase the same goals • Recognize each others capabilities and passions • Be good with the decisions made as a team • Be proud of being in the team and the role we play in it • Be loyal towards the team Module 2: working in teams

3. Attitudes & Aptitudes Everyone needs to be rowing, efficiently, in the same direction… • Collaboration • Be prepared so you don’t waste time in meetings • Be on time • Actively participate in decision making and activities • Play your role in order to achieve the team’s goals • Be available and ready to help • Be supportive • Offer to help and ask for help, when required • Get work done within agreed upon timeframes • Deliver quality work Module 2: working in teams

Where do you stand on all these attitudes and aptitudes? • Which ones do you think you already possess? • Which ones do you need to improve? Module 2: working in teams

4. Factors Influencing Group Dynamics ‘Group dynamics’ refers to the energy that comes from the team thanks to everyone coming together. Each team has its own dynamic and it is determined by seven characteristics: The way communication happens Leadership style Dominant communication style of team members Constructive criticism How decisions are made Goals of the Team Cohesion Module 2: working in teams

4. Factors Influencing Group Dynamics • The way communication happens • It should foster team spirit – team members should be adaptable, not let issues “fester,” focus on solving problems constructively • Leadership style • This is the team member that is consistently concerned with the mood of the team and provides most of the direction so that members work together to achieve the team’s goals • Three styles of leadership: hierarchical, elected, informal Module 2: group dynamics

Module 2: leadership styles Hierarchical Elected Informal • Organizational Leader/manager • Appointed company • Your Manager, Director, VP, President, CEO • Voted by members of team to represent the team • Could be a work team • Could be a union • Due to their personality, mannerisms, aptitudes, they influence team members • Can be different members at different times

Module 2: leadership styles Behavior Types of Leaders Behavior of Leader Effect on the Team Autocratic • Acts as a dictator • Makes decisions and imposes them on team without consulting others • Imposes content without explaining the objective • Members are generally dissatisfied and can become: • Passive or reduce their productivity • Feel mad, which can devolve into confrontation

Module 2: leadership styles Behavior Types of Leaders Behavior of Leader Effect on the Team Laissez-faire • Hardly participates in decisions • Recognizes the need for autonomy of each member • Plays a resource-person or consultant type of role • Team members can feel insecure and abandoned because of a lack of direction. They may: • Get discouraged • Feel disconnected from the team • Become exasperated • Waste time

Module 2: leadership styles Behavior Types of Leaders Behavior of Leader Effect on the Team Democratic • Facilitates exchanges • Favors group decision-making • Encourages and accepts feedback on his/her leadership • Encourages creativity • Delegates responsibilities • Team members feel that they are involved and take ownership • Tends to increase productivity of the team and team member satisfaction

Team’s Dominant Communication Style • Back to the Four styles of communication… • Analyticals, directives, amiables, expressives • Examples: How easy will it be for all amiables to make group decisions?. All directives may be challenged when needing to compromise and have open discussions • Constructive Feedback • Focus on the behavior and not the person • Focus on facts instead of opinions • Direct your feedback to the person to whom it is intended not gossip it all over the office Module 2: group dynamics

How Decisions are Made • How decisions are made greatly influences the dynamic of a team Here is a list of a few common decision-making approaches: Module 2: group dynamics

A few additional thoughts • The capacity of a team to operate by consensus is a mark of this team’s cohesion and maturity • Confidence • Respects everyone’s opinions • Willingness to come to a decision in a timely manner • Solidarity in action • What if a vote is split? • Team lead gets tie-breaking vote • Ensure an odd number in the team • Brainstorming Module 2: decision-making in teams

Team Goals • In a team, each member must commit to achieving the objectives set by the team. As such certain behaviors favor this process and other hinder it: Module 2: group dynamics

Team Cohesion • Cohesion refers to the unity and solidarity of the team. It is the result of team members coming together to achieve a goal together. Without cohesion, the threat of a good mood deteriorating is always present. Certain factors foster cohesion in a team: Module 2: group dynamics Sense of urgency. Motivation to move forward Members engaing in harmony Clear goals Sharing common interests and values Builing on success Healthy competition among teams Agreement on team objectives Quality communication across team members

5. Types of Team Members It is important to keep in mind that there is time to gain experience within the team. For example: it is not wise to “show up” the boss Hierarchy is also important in many organizations. As new team member, it is important to keep in mind the various personality types that occupy many work teams Module 2: group dynamics

5. Types of Team Members Module 2: group dynamics Team Player – Sociable, easy-going, sensible Can manage the various personalities and situations. Fosters team spirit Perfectionist – Applied, orderly, anxious, consciencious Ensures follow-up The Active – Nervous, open, dynamic Capable of motivating others Worker Bee – Conservative, obedient, predictable Good organization skills, practical, hard-working, self-disciplinedothers Sage – Even temperament, little emotion, careful Good judgment, discretion, realistic Leader – Calm, self-assured Treats all team members according to merit and without prejudice, developed sense of goals to be achieved Innovator – Extroverted, enthusiastic, curious, communicative Ease in connecting with others, exploring new things, taking on new challenges

Activity 2.5.2 Review of Team Dynamics See teach handout Complete all questions

6. Communications Channels at Work Team Meetings Bulletin Boards Internal Memos Module 2: group dynamics

Team Meetings Informational Consultative Decision-Focused Module 2: group dynamics

Ingredients of a Successful Meeting Agenda – send it out ahead of time, possibly with the minutes of the previous meeting Start and End On Time Avoid Unnecessary topics and Distractions Do Not Tolerate Personal Attacks Respect Everyone’s Speaking Time If Necessary, Provide Constructive Feedback Clearly Set The Meeting’s Goals and Actions to be Taken Have Fun! Module 2: group dynamics

Internal Bulletin Boards Social Committee CSST Union Etc. Module 2: group dynamics

7. Challenges in Group Situations List of Typical Sources of Conflict Problem Resolution – A Proposed Approach Module 2: group dynamics

Typical Sources of Conflict Module 2: group dynamics

SAlES representation