Download Chapter 2 Professionalism: Team, Meeting, Listening, Nonverbal

Topics in This Chapter
Chapter 2
Professionalism: Team,
Meeting,
Listening, Nonverbal, and
Etiquette Skills
Ch. 2, Slide 1
Ch. 2, Slide 2
What Do Employers Want?
Why Teamwork Works
Proven team skills
Strong verbal and written communication skills
Excellent interpersonal and organizational
skills
Better decisions
Faster response
Increased productivity
Greater “buy-in”
Less resistance to change
Improved employee morale
Reduced risks
Ch. 2, Slide 3
Ch. 2, Slide 4
Characteristics of People Who Exhibit
Positive Team Behavior
Four Phases of Team Development
4
1
Forming
2
Storming
Performing
3
Norming
Ch. 2, Slide 5
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.
Ch. 2, Slide 6
Characteristics of People Who Exhibit
Negative Team Behavior
Methods for Reaching Group Decisions
Block ideas of others.
Insult and criticize.
Waste the group’s time.
Make inappropriate comments.
Fail to stay on task.
Withdraw, don’t participate.
Majority
Consensus
Minority
Averaging
Authority rule with discussion
What are the pros and cons of each method?
Ch. 2, Slide 7
Ch. 2, Slide 8
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
Planning and Participating
in Meetings
Ch. 2, Slide 9
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
Ch. 2, Slide 11
Ch. 2, Slide 10
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
Ch. 2, Slide 12
Meetings – Duties of Meeting Leader
ABC Company
Office Layout Project
Agenda 9-7-04
1) Background
2) Review Head Count Requirements
Ends meeting on time
Summarizes results achieved
Distributes minutes a few days later
Reminds team members of assignments
3) Departments With Special Needs
4) Budget
5) Schedule
6) Action Plan
Ch. 2, Slide 13
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.
Ch. 2, Slide 15
How to Resolve Conflict: Six Steps
Listen
Understand
other
points
of view
Show
concern
for the
relationship
Look for
common
ground
Invent
new
problemsolving
options
Ch. 2, Slide 14
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.
Ch. 2, Slide 16
How Virtual Meetings Are Possible
Reach an
agreement
based on
what is
fair
Ch. 2, Slide 17
Ch. 2, Slide 18
Audioconferencing (Teleconferencing)
Simple and
effective
Most commonly
used collaborative
tool in business
Tools include
enhanced
speakerphone,
telephone, and
mobile phone
Also known as
voice
conferencing,
teleconferencing,
conference
calling, and phone
conferencing
Videoconferencing
Participants can see
each other and small
product details.
Collaborators
connect in real time.
Although expensive,
telepresence rooms
are like being there.
Organizations reduce
travel expenses,
travel time,
greenhouse gases,
and worker fatigue.
Tools include video,
audio, and software.
Ch. 2, Slide 19
Web Conferencing
Ch. 2, Slide 20
Techniques for Successful Virtual Meetings
Inexpensive and
Participants interact
easily accessible
in real time
Used in business to
Tools include
share electronic
computer, Internet
documents and
access, software, and
demonstrate products
(optional) camera
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.
Ch. 2, Slide 21
Ch. 2, Slide 22
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-the-table.”
<break>
Ch. 2, Slide 23
Ch. 2, Slide 24
Listening
Types of Workplace Listening
Listening to superiors
Listening to colleagues and teammates
Listening to customers
Ch. 2, Slide 25
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.
Ch. 2, Slide 26
The Listening Process
6. Ask clarifying
questions.
7. Paraphrase to
increase
understanding.
8. Capitalize on lag
time.
9. Take notes.
10. Be aware of gender
differences.
Ch. 2, Slide 27
Common Listening Barriers
Mental Barriers
Inattention
Prejudgment
Frame of reference
Closed-mindedness
Pseudolistening
Ch. 2, Slide 28
Ten Myths About Listening
Physical and Other
Barriers
Hearing impairment
Noisy surroundings
Speaker’s appearance
or mannerisms
Lag time
Ch. 2, Slide 29
Myth: Listening is a
matter of
intelligence.
Fact: Careful
listening is a learned
behavior.
Ch. 2, Slide 30
Ten Myths About Listening
Ten Myths About Listening
Myth: Speaking is
more important than
listening.
Myth: Listening is
easy and requires
little energy.
Fact: Speaking and
listening are equally
important.
Fact: Active
listeners undergo the
same physiological
changes as a person
jogging.
Ch. 2, Slide 31
Ten Myths About Listening
Ch. 2, Slide 32
Ten Myths About Listening
Myth: Listening and
hearing are the same
process.
Myth: Speakers are
able to command
listening.
Fact: Listening is a
conscious, selective
process, while
hearing is an
involuntary act.
Fact: Speakers
cannot make a person
really listen.
Ch. 2, Slide 33
Ten Myths About Listening
Ch. 2, Slide 34
Ten Myths About Listening
Myth: Hearing
ability determines
listening ability.
Fact: Listening
happens mentally –
between the ears.
Ch. 2, Slide 35
Myth: Speakers are
totally responsible
for the
communication
success.
Fact:
Communication is a
two-way street.
Ch. 2, Slide 36
Ten Myths About Listening
Ten Myths About Listening
Myth: Listening is
only a matter of
understanding a
speaker’s words.
Myth: Daily practice
eliminates the need
for listening training.
Fact: Without
effective listening
training, most
practice merely
reinforces negative
behaviors.
Fact: Nonverbal
signals also help
listeners gain
understanding.
Ch. 2, Slide 37
Ch. 2, Slide 38
Nonverbal Communication
Ten Myths About Listening
Myth: Competence
in listening develops
naturally.
Fact: Untrained
people listen at only
25 percent efficiency.
Nonverbal communication includes all
unwritten and unspoken messages, both
intentional and unintentional.
Ch. 2, Slide 39
Ch. 2, Slide 40
Forms of Nonverbal Communication
Forms of Nonverbal Communication
Eye contact
Facial expression
Posture and gestures
Time
Ch. 2, Slide 41
Space
Territory
Appearance of documents
Appearance of people
Ch. 2, Slide 42
Ch. 2, Slide 43
Ch. 2, Slide 44
Nonverbal Behavior and Perception
Interesting Nonverbal
Behavior
A “Matching” Quiz
1. Insecurity
4. Confidence
The genuine smile
Trustworthiness and fear
Attractiveness
Mimicking
Feeling what others feel
Knowing what others are thinking
2. Defensiveness
5. Nervousness
3. Cooperation
6. Frustration
Short breaths, “tsk” sound, clenched hands, wringing hands
Steepled hands, hands behind back, hands on lapels of
coat, broad gestures
Arms crossed, sideways stance, touching and rubbing
nose, rubbing eyes, drawing away
Open hands, upper body in sprinter’s position, sitting on
edge of chair, hand-to-face gestures
Clearing throat, “whew” sound, whistling, smoking,
fidgeting, tugging ears
Pinching flesh, chewing pen, biting fingernails
Ch. 2, Slide 45
Nonverbal Behavior and Perception
Ch. 2, Slide 46
Functions of Nonverbal Communication
A “Matching” Quiz
1. Insecurity
4. Confidence
2. Defensiveness
5. Nervousness
3. Cooperation
6. Frustration
6 Short breaths, “tsk” sound, clenched hands, wringing hands
4 Steepled hands, hands behind back, hands on lapels of
coat, broad gestures
2 Arms crossed, sideways stance, touching and rubbing
nose, rubbing eyes, drawing away
3 Open hands, upper body in sprinter’s position, sitting on
edge of chair, hand-to-face gestures
5 Clearing throat, “whew” sound, whistling, smoking,
fidgeting, tugging ears
1 Pinching flesh, chewing pen, biting fingernails
Ch. 2, Slide 47
Complement and illustrate
Reinforce and accentuate
Replace and substitute
Control and regulate
Contradict
Ch. 2, Slide 48
Ways to Show Professionalism
When You Communicate
Speech habits
E-mail messages
Internet address
Voice mail
techniques
Telephone habits
Cell and smart phone
use
Professionalism
and
Business Etiquette
Ch. 2, Slide 49
How to Gain an Etiquette Edge
Ch. 2, Slide 50
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.
By John S. Donnellan
Ch. 2, Slide 51
END
Ch. 2, Slide 53
Ch. 2, Slide 52