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Chapter 02 Developing Team, Listening, And Etiquette Skills
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1
Soft Skills and Teamwork
Key to Promotion and Personal Advancement
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
3
Why Teamwork Works
• Better decisions• Faster response• Increased productivity• Greater “buy-in” • Less resistance to
change• Improved employee
morale• Reduced risks
4
Five Phases of Team Development
• Forming• Storming• Norming• Performing• Adjourning
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Analyzing Positive and Negative Team Behavior
Positive Team Behavior• Sets rules, abides by them• Analyzes tasks, defines
problems• Contributes information and
ideas• Shows interest, listens actively• Encourages members to
participate• Synthesizes points of
agreement
Negative Team Behavior• Blocks ideas of others• Insults and criticizes• Wastes the group’s time• Makes inappropriate
comments• Fails to stay on task• Withdraws, doesn’t
participate
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Six-Step Procedure for Dealing With Conflict
• Listen• Understand the other point of view• Show a concern for the relationship• Look for common ground• Invent new problem-solving options• Reach an agreement based on what is fair
7
Methods for Reaching Group Decisions
• Majority• Consensus• Minority• Averaging• Authority rule with discussion
What are the advantages and disadvantages of each method?
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Characteristics of Successful Teams
• Small size, diverse makeup• Agreement on purpose• Agreement on procedures• Ability to confront conflict• Use of good communication techniques• Ability to collaborate rather than compete• Acceptance of ethical responsibilities• Shared leadership
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During the Meeting
Before the meeting
Meetings – Duties of Meeting Leader
After the Meeting
• Decide whether a meeting is necessary• Include only key participants• Prepare agenda. Include topics, times,
names
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Meetings – Duties of Meeting Leader
• 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
During the Meeting
Before the meeting
After the Meeting
11
Meetings – Duties of Meeting Leader
• Summarize results achieved• End on time• Distribute minutes a few days later• Remind team members of assignments
During the Meeting
Before the meeting
After the Meeting
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• 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
Meetings – Duties of Meeting Participant
The Listening Process and Its Barriers
ActionInterpretationPerception Evaluation
COMMON LISTENING BARRIERS
InattentionPrejudgmentFrame of referenceClosed-mindednessPseudolistening
Hearing impairmentNoisy surroundingsSpeaker’s appearanceSpeaker’s mannerismsLag time
Mental Barriers Physical and Other Barriers
14
Some Examples from the Web
• http://www.youtube.com/watch?v=DK4iU_CrwPM&feature=related
• http://www.youtube.com/watch?v=aP55nA8fQ9I&feature=related
• http://www.youtube.com/watch?v=xzcaW7c98_s&feature=related
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Ten Keys to Building Powerful Listening Skills
1. Control internal and external distractions
2. Become actively involved3. Separate facts from
opinions4. Identify important facts5. 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
16
Ten Myths About Listening
Listening is a matter of intelligence
Fact:Careful listening is a learned behavior
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Ten Myths About Listening
Speaking is more important than listening in the communication processFact:Speaking and listening are equally important
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Ten Myths About Listening
Listening is easy and requires little energy
Fact:Active listeners undergo the same physiological changes as a person jogging
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Ten Myths About Listening
Listening and hearing are the same process
Fact:Listening is a conscious, selective process. Hearing is an involuntary act
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Ten Myths About Listening
Speakers are able to command listening
Fact:Speakers cannot make a person really listen
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Ten Myths About Listening
Hearing ability determines listening ability
Fact:Listening happens mentally—between the ears
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Ten Myths About Listening
Speakers are totally responsible for the communication success
Fact:Communication is a two-way street
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Ten Myths About Listening
Listening means only understanding a speaker’s words
Fact:Nonverbal signals also help listeners gain understanding
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Ten Myths About Listening
Daily practice eliminates the need for listening training
Fact:Without effective listening training, most practice merely reinforces negative behaviors
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Ten Myths About Listening
Competence in listening develops naturally
Fact:Untrained people listen at only 25 percent efficiency