Professionalism: Team, Meeting, Listening, Nonverbal, and ... · Ch. 2, Slide 2 Contributing Positively to a Team Face-to-Face Workplace Meetings Virtual Meetings Workplace Listening

Chapter 2

Professionalism: Team, Meeting,Listening, Nonverbal, andEtiquette Skills

©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.Ch. 2, Slide 2

Contributing Positively to a Team

Face-to-Face Workplace Meetings

Virtual Meetings

Workplace Listening Skills

Nonverbal Communication

Professionalism and Business Etiquette

Topics in This Chapter


Proven team skills

Strong verbal and written communication skills

Excellent interpersonal and organizational skills

What Do Employers Want?


Better decisions

Faster response

Increased productivity

Greater “buy-in”

Less resistance to change

Improved employee morale

Reduced risks

Why Teamwork Works


Four Phases of Team Development

StormingNorming

FormingPerforming1

2 34


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.

Characteristics of People Who Exhibit Positive Team Behavior


Block ideas of others.

Insult and criticize.

Waste the group’s time.

Make inappropriate comments.

Fail to stay on task.

Withdraw, don’t participate.

Characteristics of People Who Exhibit Negative Team Behavior


How to Resolve Conflict: Six Steps

ListenUnder-

stand

other

points

of view

Show

concern

for the

relation-

ship

Look for

common

ground

Invent

new

problem-

solving

options

Reach

an

agree-

ment

based

on what

is fair


Majority

Consensus

Minority

Averaging

Authority rule with discussion

Methods for Reaching Group Decisions

What are the pros and cons of each method?


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

What Makes a Team Successful?


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

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

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

Before the Meeting

During the Meeting

After the Meeting


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.

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.

Meetings – Duties of Meeting Participants


How Virtual Meetings Are Possible


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

Audioconferencing


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.

Videoconferencing


Inexpensive and easily accessible

Used in business to share electronic documents and demonstrate products

Participants interact in real time

Tools include computer, Internet access, software, and (optional) camera

Web Conferencing


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.

Techniques for Successful Virtual Meetings


Decide whether to “mute” phones.

Pay attention; don’t multitask.

Ask questions of specific peopleand use a strong voice.

Give everyone a chance to speak with “round-the-table.”

Techniques for Successful Virtual Meetings


Listening to superiors

Listening to colleagues and teammates

Listening to customers

Types of Workplace Listening


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.

Ten Keys to Building Powerful Listening Skills


The Listening Process

Perception Interpretation

EvaluationAction


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

Common Listening Barriers


Myth: Listening is a matter of intelligence.

Fact: Careful listening is a learned behavior.

Ten Myths About Listening


Myth: Speaking is more important than listening.

Fact: Speaking and listening are equally important.



Myth: Listening is easy and requires little energy.

Fact: Active listeners undergo the same physiological changes as a person jogging.



Myth: Listening and hearing are the same process.

Fact: Listening is a conscious, selective process, while hearing is an involuntary act.



Myth: Speakers are able to command listening.

Fact: Speakers cannot make a person really listen.



Myth: Hearing ability determines listening ability.

Fact: Listening happens mentally –between the ears.



Myth: Speakers are totally responsible for the communication success.

Fact: Communication is a two-way street.



Myth: Listening is only a matter of understanding a speaker’s words.

Fact: Nonverbal signals also help listeners gain understanding.



Myth: Daily practice eliminates the need for listening training.

Fact: Without effective listening training, most practice merely reinforces negative behaviors.



Myth: Competence in listening develops naturally.

Fact: Untrained people listen at only 25 percent efficiency.



Complement and illustrate

Reinforce and accentuate

Replace and substitute

Control and regulate

Contradict

Functions of Nonverbal Communication


Eye contact

Facial expression

Posture and gestures

Time

Forms of Nonverbal Communication


Space

Territory

Appearance of documents

Appearance of people

Forms of Nonverbal Communication


Speech habits

E-mail messages

Internet address

Voice mail techniques

Telephone habits

Cell and smart phone use

Ways to Show ProfessionalismWhen You Communicate


Use polite words.

Express sincere appreciation and praise.

Be selective in sharing personal information at work.

Avoid putting people down.

How to Gain an Etiquette Edge


By John S. Donnellan

Respect coworkers’ space.

Rise above others’ rudeness.

Be considerate when sharing space and equipment with others.

Disagree agreeably.

How to Gain an Etiquette Edge


END

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Professionalism: Team, Meeting, Listening, Nonverbal, and ... · Ch. 2, Slide 2 Contributing Positively to a Team Face-to-Face Workplace Meetings Virtual Meetings Workplace Listening