Transcript Chapter 2 Developing Team, Listening, and Etiquette Skills

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
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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
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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
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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.
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
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Most commonly used
collaborative tool in
business
Simple and effective
Voice
Conferencing
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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
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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
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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
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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
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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
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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
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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
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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