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

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

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

Four Phases of Team Development 4 1 Performing 3 2 Forming Norming Storming Mary Ellen Guffey, Business Communication: Process and Product, 6e

Positive Team Behavior © Comstock Images / Jupiterimages 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 Mary Ellen Guffey, Business Communication: Process and Product, 6e

Negative Team Behavior © Jon Feingersh/ Blend Images / Jupiterimages 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

How to Resolve Conflict: Six Steps 6 5 Reach an agree-ment based on what is fair 4 Invent new problem-solving options 3 Look for common ground 2 1 Show you care about the relation-ship Under-stand other points of view Listen Mary Ellen Guffey, Business Communication: Process and Product, 6e

What Makes a Team Successful? Good communication techniques Collaboration rather than competition Acceptance of ethical responsibilities Shared leadership Small, diverse groups Agreement on purpose and procedures Ability to confront conflict Mary Ellen Guffey, Business Communication: Process and Product, 6e

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 8

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 8

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 8

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 8

Collaboration and Technology Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Voice Conferencing Most commonly used collaborative tool in business Simple and effective Audioconfe-rencing Teleconfer-encing Conference calling Phone conferencing Voice Conferencing Tools: Telephone, Cell phone Enhanced speakerphone Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Videoconferencing Used by scientists, researchers, and top executives Can be very expensive Collaborators connect in real time. Organizations reduce travel expenses, travel time, and employee fatigue. Videoconferencing Tools: Video Audio Software Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Web Conferencing Used in business to share documents, data, and slide shows. Inexpensive and accessible to anyone Collaborators connect in real time with or without live images. Web Conferencing Tools: Computer Internet access Software Camera (optional) Mary Ellen Guffey, Business Communication: Process and Product, 6e

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) MSN Messenger Yahoo! Messenger AIM Google Talk ICQ Instant Messaging Tools: Computer Internet access Software Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Blogs Interactive online journals Readers can comment on, but not change, content Useful to cross-functional teams Reduce time spent in meetings Collaborators share information in one central location. Tools: Computer Internet or intranet access Software Mary Ellen Guffey, Business Communication: Process and Product, 6e

Collaboration and Technology: Wikis Easy to use Many-to-many communication Users are working together and updating information. Collaborative Web sites Any user can add, change, or delete information Wikis Tools: Computer Internet or intranet access Software Mary Ellen Guffey, Business Communication: Process and Product, 6e

The Listening Process and Its Barriers Perception Interpretation Evaluation Action COMMON LISTENING BARRIERS Mental Barriers Physical and Other Barriers Inattention Prejudgment Frame of reference Closed-mindedness Pseudolistening Hearing impairment Noisy surroundings Speaker’s appearance Speaker’s mannerisms Lag time Mary Ellen Guffey, Business Communication: Process and Product, 6e

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

Ten Keys to Building Powerful Listening Skills Control internal and external distractions. Become actively involved. Separate facts from opinions. Identify important facts. Avoid interrupting. Ask clarifying questions. Paraphrase to increase understanding. Capitalize on lag time. Take notes. Be aware of gender differences. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Listening is a matter of intelligence. 1 Fact: Careful listening is a learned behavior. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Speaking is more important than listening in the communication process. 2 Fact: Speaking and listening are equally important. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Listening is easy and requires little energy. 3 Fact: Active listeners undergo the same physiological changes as a person jogging. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Listening and hearing are the same process. 4 Fact: Listening is a conscious, selective process. Hearing is an involuntary act. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Speakers are able to command listening. 5 Fact: Speakers cannot make a person really listen. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Hearing ability determines listening ability. 6 Fact: Listening happens mentally—between the ears. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Speakers are totally responsible for the communication success. 7 Fact: Communication is a two-way street. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Listening means only understanding a speaker’s words. 8 Fact: Nonverbal signals also help listeners gain understanding. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Daily practice eliminates the need for listening training. 9 Fact: Without effective listening training, most practice merely reinforces negative behaviors. Mary Ellen Guffey, Business Communication: Process and Product, 6e

Ten Myths About Listening Competence in listening develops naturally. 10 Fact: Untrained people listen at only 25 percent efficiency. Mary Ellen Guffey, Business Communication: Process and Product, 6e

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

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

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

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

End Mary Ellen Guffey, Business Communication: Process and Product, 6e Ch. 2, Slide 38