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

2. Why Soft Skills Matter Typical personnel ads call for
Proven team skills
Strong verbal, written skills
Good people skills, superior communication skills, ability to work well with diverse teams
Mary Ellen Guffey, Business Communication: Process and Product, 6e

3. 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

4. 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
Mary Ellen Guffey, Business Communication: Process and Product, 6e

5. 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

6. 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

7. 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

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

9. 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

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

11. Collaboration and Technology: Voice Conferencing
Most commonly used collaborative tool in business
Simple and effective
Participants on both ends can speak and hear simultaneously.
Audioconferencing
Teleconferencing
Conference calling
Phone conferencing
Voice Conferencing
Tools:
Telephone, Cell phone
Enhanced speakerphone
Mary Ellen Guffey, Business Communication: Process and Product, 6e

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. Functions of Nonverbal Communication
To complement and illustrate
To reinforce and accentuate
To replace and substitute
To control and regulate
To contradict
Mary Ellen Guffey, Business Communication: Process and Product, 6e

20. Forms of Nonverbal Communication
Eye contact
Facial expression
Posture and gestures
Time
Space
Territory
Mary Ellen Guffey, Business Communication: Process and Product, 6e

21. 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

22. 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

23. End
Mary Ellen Guffey, Business Communication: Process and Product, 6e