Download Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette

1/24/2012
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.
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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
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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.
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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
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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.
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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.
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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?
•
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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
Show common problembased
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.
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Methods for Reaching Group Decisions
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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.
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Meetings – Duties of Meeting Leader
Before the
Meeting
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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
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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
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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.
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Meetings – Your Responsibilities
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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.
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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.
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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
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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.
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Functions of Nonverbal Communication
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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
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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
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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.
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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
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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.
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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.
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