1. Chapter 2 Developing Team, Listening, and Etiquette Skills
Business Communication: Process and Product, 6e
Mary Ellen Guffey Copyright © 2008

2. 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

3. 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

4. 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

5. Four Phases of Team Development4 1
Performing 3 2
Forming
Norming
Storming
Mary Ellen Guffey, Business Communication: Process and Product, 6e

6. 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

7. 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

8. How to Resolve Conflict: Six Steps6 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

9. 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

10. 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

11. 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

12. 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

13. 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

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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

27. 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

28. 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

29. 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

30. 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

31. 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

32. 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

33. 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

34. 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

35. 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

36. Project Professionalism When You Communicate
Speech habits
messages
Internet address
Voice mail techniques
Telephone habits
Cell and smart phone use
Business attire
Mary Ellen Guffey, Business Communication: Process and Product, 6e

37. 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

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