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Chapter 2 Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills Ch. 2, Slide 1 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Employers Want Individuals With … Proven team skills Strong verbal and written communication skills Excellent interpersonal and organizational skills Ch. 2, Slide 2 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 1. Team Skills Ch. 2, Slide 3 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Working in Teams: It’s Here to Stay Today’s most successful companies emphasize teamwork as part of their corporate culture. Learning to deal with others effectively benefits you both personally and professionally. YOU WILL HAVE TO WORK IN TEAMS. Ch. 2, Slide 4 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. What Makes a Good Teammate? Tim Tebow Homer Simpson LeBron James Let’s discuss … Ch. 2, Slide 5 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Why Teamwork Works Better decisions Faster response Increased productivity Greater “buy-in” Less resistance to change Improved employee morale Reduced risks Ch. 2, Slide 6 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Four Phases of Team Development Forming Storming Norming Performing Ch. 2, Slide 7 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Group Dynamics: Positive Actions Set rules and abide by them. Assign specific tasks and define problems. Contribute info and ideas. Show interest and listen actively (nonverbal cues). Encourage participation. Listen to differing opinions. Synthesize points of agreement. Balance leadership. Ch. 2, Slide 8 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Group Dynamics: Negative Actions Dictate and dominate. Insult and criticize. Punish dissent. Assign uneven workloads and unclear expectations. Make inappropriate comments and waste time. Withdraw. Ch. 2, Slide 9 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Sources of Conflict • Personalities • Bossy • Oversensitive • Sarcastic • Experiences and perspectives Discussion Point: What do you think is one of the greatest sources of workplace conflict today? Why? • • Professional goals Work ethic • Cultural diversity • • • Social class and level of education Values Genders, ages, ethnicities Ch. 2, Slide 10 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. How to Resolve Conflict: Six Steps Reach an Invent agreenew Look for ment common problemShow based solving Under- concern ground Listen stand options on what for the is fair other relationship points of view Ch. 2, Slide 11 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. GROUPTHINK Faulty decision making reached by teams who are overly eager to agree. Teams suffering from groupthink: Avoid conflict. Fail to examine alternatives. Avoid Groupthink: Encourage open discussion. Evaluate many alternatives. Ch. 2, Slide 12 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Methods for Reaching Group Decisions Majority Consensus Minority Averaging Authority rule with discussion What are the pros and cons of each method? Ch. 2, Slide 13 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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 Ch. 2, Slide 14 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 2. Meeting Skills Ch. 2, Slide 15 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Meetings – Duties of Meeting Leader Before the Meeting During the Meeting After the Meeting 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 16 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Meetings – Duties of Meeting Leader Before the Meeting During the Meeting After the Meeting 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 17 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Meetings – Duties of Meeting Leader Before the Meeting During the Meeting After the Meeting Ends meeting on time. Summarizes results achieved. Distributes minutes a few days later. Reminds team members of assignments. Ch. 2, Slide 18 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Meetings – Your Responsibilities Arrive early and prepared. Put away electronic devices. Bring a positive attitude. Contribute respectfully. Give credit to others. Help summarize. Express your views in the meeting, not later. Follow up by completing assigned tasks. Ch. 2, Slide 19 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. How Virtual Meetings Are Possible Ch. 2, Slide 20 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Techniques for Successful Virtual Meetings Be sure everyone knows the technology. Distribute documents in advance; log on early. Explain how to ask and answer questions. Say your name before speaking. 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 “roundthe-table.” Ch. 2, Slide 21 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 3. Listening Skills Ch. 2, Slide 22 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Types of Workplace Listening Listening to superiors Listening to colleagues and teammates Listening to customers Ch. 2, Slide 23 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ten Keys to Building Active 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 24 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ten Keys continued 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 25 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Common Listening Barriers Mental Barriers Inattention Prejudgment Frame of reference Closed-mindedness Pseudolistening Physical and Other Barriers Hearing impairment Noisy surroundings Speaker’s appearance or mannerisms Lag time Ch. 2, Slide 26 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4. Nonverbal Communication Skills Ch. 2, Slide 27 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Functions of Nonverbal Communication Complement and illustrate Reinforce and accentuate Replace and substitute Control and regulate Contradict Ch. 2, Slide 28 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Forms of Nonverbal Communication Eye contact Facial expression Posture and gestures Time Ch. 2, Slide 29 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Forms of Nonverbal Communication Space Territory Appearance of documents Appearance of people Ch. 2, Slide 30 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 5. Etiquette Skills When all else is equal … Ch. 2, Slide 31 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ways to Show Professionalism When You Communicate Speech habits E-mail messages Internet address Voice mail Telephone habits Cell and smart phone use Ch. 2, Slide 32 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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. Ch. 2, Slide 33 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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 Ch. 2, Slide 34 ©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.