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Chapter 2 Developing Team, Listening, and Etiquette Skills Business Communication: Process and Product, 6e Mary Ellen Guffey Copyright © 2008 Developing Soft Skills in the New Workplace Team Skills Business Meetings Collaboration and Technology Active Listening Nonverbal Communication Professionalism and Etiquette Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 2 Why Soft Skills Matter Typical personnel ads call for Proven team skills Strong verbal, written skills Excellent interpersonal, organizational, and team skills Interpersonal and communication skills Good people skills, superior communication skills, must work well with diverse teams Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 3 Why Teamwork Works Better decisions Faster response Increased productivity Greater “buy-in” Less resistance to change Improved employee morale Reduced risks Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 4 Four Phases of Team Development 4 1 Forming Performing 2 Storming 3 Norming Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 5 Positive Team Behavior Team players set rules, abide by them analyze tasks, define problems contribute information and ideas show interest, listen actively encourage members to participate synthesize points of agreement © Comstock Images / Jupiterimages Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 6 Negative Team Behavior Team haters Block ideas of others Insult and criticize Waste the group’s time Make inappropriate comments Fail to stay on task Withdraw, don’t participate Mary Ellen Guffey, Business Communication: Process and Product, 6e © Jon Feingersh/ Blend Images / Jupiterimages Ch. 2, Slide 7 How to Resolve Conflict: Six Steps Reach an Invent agreeLook for new common problem- ment Show based solving Under- you care ground Listen stand on what options about is fair the other points relationof view ship Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 8 What Makes a Team Successful? Small, diverse groups Agreement on purpose and procedures Ability to confront conflict Good communication techniques Collaboration rather than competition Acceptance of ethical responsibilities Shared leadership Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 9 Meetings – Duties of Meeting Leader Before the meeting During the Meeting After the Meeting Decide whether a meeting is necessary. Include only key participants. Prepare agenda. Include topics, times, names. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 10 Meetings – Duties of Meeting Leader Before the meeting During the Meeting After the Meeting Start on time and begin with preview, agenda. Appoint a secretary to take minutes and a recorder to track ideas. Encourage participation but avoid digression. Deal with conflict openly. Let each party speak. After reaching consensus, confirm agreement. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 11 Meetings – Duties of Meeting Leader Before the meeting During the Meeting After the Meeting Summarize results achieved. End on time. Distribute minutes a few days later. Remind team members of assignments. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 12 Meetings – Duties of Meeting Participant Arrive early and prepared; silence your phone. Bring a positive attitude; stay calm, pleasant. Contribute respectfully; wait turn, raise hand. Give credit to others; help summarize. Express your views in the meeting, not later. Follow up by completing assigned tasks. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 13 Collaboration and Technology Voice Conferencing Videoconferencing Wikis Collaboration Web Conferencing Blogs Instant Messaging Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 14 Collaboration and Technology: Voice Conferencing Most commonly used collaborative tool in business Simple and effective Voice Conferencing Audioconfe-rencing Teleconfer-encing Conference calling Phone conferencing Tools: Telephone, Cell phone Enhanced speakerphone Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 15 Collaboration and Technology: Videoconferencing Used by scientists, researchers, and top executives Can be very expensive Collaborators connect in real time. Videoconferencing Organizations reduce travel expenses, travel time, and employee fatigue. Tools: Video Audio Software Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 16 Collaboration and Technology: Web Conferencing Used in business to share documents, data, and slide shows. Web Conferencing Inexpensive and accessible to anyone Collaborators connect in Tools: real time with or Computer without live images. Internet access Software Camera (optional) Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 17 Collaboration and Technology: Instant Messaging Immediate, direct delivery Presence, awareness of the recipient’s availability Group discussions possible Useful for back-and-forth online conversations (for example, tech support) Instant Messaging MSN Messenger Yahoo! Messenger AIM Google Talk ICQ Tools: Computer Internet access Software Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 18 Collaboration and Technology: Blogs Useful to crossfunctional teams Reduce time spent in meetings Collaborators share information in one central location. Interactive online journals Readers can comment on, but not change, content Tools: Computer Internet or intranet access Software Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 19 Collaboration and Technology: Wikis Easy to use Many-to-many communication Users are working together and updating information. Wikis Tools: Computer Internet or intranet access Software Mary Ellen Guffey, Business Communication: Process and Product, 6e Collaborative Web sites Any user can add, change, or delete information Ch. 2, Slide 20 The Listening Process and Its Barriers Perception Interpretation Evaluation Action COMMON LISTENING BARRIERS Mental Barriers Inattention Prejudgment Frame of reference Closed-mindedness Pseudolistening Physical and Other Barriers Hearing impairment Noisy surroundings Speaker’s appearance Speaker’s mannerisms Lag time Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 21 Listening in the Workplace Types of Listening on the Job Listening to superiors Listening to colleagues and teammates Listening to customers Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 22 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. 6. Ask clarifying questions. 7. Paraphrase to increase understanding. 8. Capitalize on lag time. 9. Take notes. 10. Be aware of gender differences. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 23 Ten Myths About Listening Listening is a matter of intelligence. Fact: Careful listening is a learned behavior. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 24 Ten Myths About Listening Speaking is more important than listening in the communication process. Fact: Speaking and listening are equally important. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 25 Ten Myths About Listening Listening is easy and requires little energy. Fact: Active listeners undergo the same physiological changes as a person jogging. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 26 Ten Myths About Listening Listening and hearing are the same process. Fact: Listening is a conscious, selective process. Hearing is an involuntary act. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 27 Ten Myths About Listening Speakers are able to command listening. Fact: Speakers cannot make a person really listen. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 28 Ten Myths About Listening Hearing ability determines listening ability. Fact: Listening happens mentally— between the ears. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 29 Ten Myths About Listening Speakers are totally responsible for the communication success. Fact: Communication is a two-way street. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 30 Ten Myths About Listening Listening means only understanding a speaker’s words. Fact: Nonverbal signals also help listeners gain understanding. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 31 Ten Myths About Listening Daily practice eliminates the need for listening training. Fact: Without effective listening training, most practice merely reinforces negative behaviors. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 32 Ten Myths About Listening Competence in listening develops naturally. Fact: Untrained people listen at only 25 percent efficiency. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 33 Functions of Nonverbal Communication To complement and to illustrate. To reinforce and accentuate. To replace and substitute. To control and regulate. To contradict. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 34 Forms of Nonverbal Communication Eye contact Facial expression Posture and gestures Time Space Territory Appearance—of people and documents Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 35 Project Professionalism When You Communicate Speech habits E-mail messages Internet address Voice mail techniques Telephone habits Cell and smart phone use Business attire Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 36 Gain an Etiquette Edge Use polite words. Express sincere appreciation and praise. Be selective in sharing personal information at work. Don’t put people down. Respect coworkers’ space. Rise above others’ rudeness. Be considerate when sharing space and equipment with others. Disagree agreeably. Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 37 End Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 38