ONLINE Comm in the Bus Envir Section 01 Final Test

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Business Communication:

Process and Product, 8e

Mary Ellen Guffey and Dana Loewy

Instructor PowerPoint Library, 8e

Professionalism: Team, Meeting, Listening, Nonverbal and Etiquette Skills

Ch. 2, Slide 1

Understand the importance of teamwork in today’s digital-era workplace, and explain how you can contribute positively to team performance.

Learning Objective 1

Ch. 2, Slide 2

Adding Value to Professional Teams

Ch. 2, Slide 3

Education

Experience

Hard skills: Technical expertise in your field

Soft skills: Communication and interpersonal abilities

What Do Digital-Age Employers Want?

Reality Check: Tech Skills Are Not Enough

Ch. 2, Slide 4

Knowledge workers need soft skills:

Oral and written communication skills

Appropriate nonverbal behavior

Active listening

Proper business etiquette

Efficient and productive teamwork

Why Form Teams?

Ch. 2, Slide 5

Better decisions

Less resistance to change

Faster response

Improved employee morale

Increased productivity

Greater buy-in

Reduced risks

Collaborating in Virtual Teams

Ch. 2, Slide 6

Work is what you do rather than a place you go.

Collaborate with coworkers in other cities and countries.

Coordinate tasks across time and geographic zones.

Participate and collaborate locally.

Accomplish shared tasks without face-to-face contact.

Pool expertise from various, diverse contributors.

The Four Phases of Team Development

Ch. 2, Slide 7

Select members

Become acquainted

Build trust

Form collab- orative culture

Forming

Discuss alternatives

Evaluate outcomes

Apply criteria

Prioritize alternatives

Norming

Identify problems

Collect and share information

Establish decision criteria

Prioritize goals

Storming

Select alternative

Analyze effects

Implement plan

Manage project

Performing

Positive Team Behavior

Ch. 2, Slide 8

Setting rules and abiding by them

Analyzing tasks and defining problems

Contributing information and ideas

Showing interest and listening actively

Encouraging members to participate

Synthesizing points of agreement

Ch. 2, Slide 9

Negative Team Behavior

Blocking the ideas of others

Insulting and criticizing others

Wasting the group’s time

Making improper jokes and comments

Failing to stay on task

Withdrawing, failing to participate

Ch.2, Slide 10

Combating Groupthink

Definition: Faulty decision-making processes by team members who are overly eager to agree with one another

Striving for diversity in age, gender, experience, and training

Encouraging open discussion

Searching for relevant information

Ch. 2, Slide 11

Combating Groupthink

Definition: Faulty decision-making processes by team members who are overly eager to agree with one another

Evaluating many alternatives

Considering how a decision will be implemented

Planning for contingencies if decision fails to work

Ch. 2, Slide 12

Reaching Group Decisions

Majority

Consensus

Minority

Averaging

Authority rule with discussion

Ch. 2, Slide 13

Defining Successful Teams

Confront conflict.

Collaborate rather than compete.

Communicate effectively.

Agree on purpose and procedures.

Accept ethical responsi-

bilities.

Stay small and embrace diversity.

Share leadership.

Ch. 2, Slide 14

Six Steps for Dealing with Conflict

Listen

Under-stand other points of view

Show you care about the relation-ship

Look for common ground

Invent new problem-solving options

Reach an agree-ment based on what is fair

Discuss effective practices and technologies for planning and participating in face-to-face meetings and virtual meetings.

Learning Objective 2

Ch. 2, Slide 15

Ch. 2, Slide 16

Planning and Participating in Face-to-Face and Virtual Meetings

Meetings: Time Wasters or Opportunities?

Meetings are disliked, but they can be career-critical.

Judgments are formed and careers are made or blunted.

Meetings are opportunities to demonstrate leadership, communication, and problem-solving skills.

Ch. 2, Slide 17

Planning a Productive Meeting

Meet only when the topic demands a rich medium because it is important and requires an exchange of ideas.

Invite the right people.

Distribute an agenda.

Use a digital calendar for scheduling.

Train participants on technology.

Ch. 2, Slide 18

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Running the Meeting

Start on time and introduce the agenda.

Appoint a secretary and a recorder.

Encourage participation.

Confront conflict frankly.

Summarize along the way.

Ch. 2, Slide 19

Ending the Meeting and Following Up

Review meeting decisions.

Distribute minutes of meeting.

Remind people of action items.

Ch. 2, Slide 20

Being a Productive Participant

Arrive early and come prepared.

Have a positive attitude.

Contribute respectfully.

Wait for others to finish.

Keep your voice calm and pleasant, yet energetic.

Ch. 2, Slide 21

Being a Productive Participant

Give credit to others.

Use electronic devices only for meeting-related tasks.

Help summarize.

Express your views in the meeting, not later.

Follow up by completing assigned tasks.

Ch. 2, Slide 22

Virtual Meetings: Audioconferencing

Simple and effective

Most commonly used collaborative tool in business

Tools include enhanced speakerphone, telephone, and mobile phone

Also known as teleconferencing, conference calling, and phone conferencing

Ch. 2, Slide 23

Virtual Meetings: Videoconferencing

Participants can see each other and small product details.

Collaborators connect in real time.

Expensive telepresence rooms are extremely life-like.

Organizations reduce travel expenses, travel time, greenhouse gases, and worker fatigue.

Tools include video, audio, and software.

Ch. 2, Slide 24

Virtual Meetings:

Web Conferencing

Inexpensive and easily accessible

Used to share electronic documents and demonstrate products

Participants interact in real time

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

Ch. 2, Slide 25

Planning Virtual Meetings

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.

Ch. 2, Slide 26

Techniques for Successful Virtual Meetings

Decide whether to “mute” phones.

Pay attention; don’t multitask.

Ask questions of specific people and use a strong voice.

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

Explain and apply active listening techniques.

Learning Objective 3

Ch. 2, Slide 27

Ch. 2, Slide 28

Listening: A Career-Critical Soft Skill

Active listening requires effort.

Many of us are poor listeners.

Listening skills promote career success.

Good listeners make good managers.

Ch. 2, Slide 29

Poor Listening Habits and its Causes

People understand about half of the oral messages in a day.

We listen at only 25% efficiency.

25%

Few of us receive training in listening.

Other sounds and stimuli vie for our attention.

We process speech much faster than others can speak.

50%

Ch. 2, Slide 30

Types of Workplace Listening

Listening to supervisors

Listening to colleagues and teammates

Listening to customers

Ch. 2, Slide 31

Ten Keys to Building Powerful Listening Skills

Control external and internal distractions.

Become actively involved.

Separate facts from opinions.

Identify important facts.

Avoid interrupting.

Ch. 2, Slide 32

Ten Keys to Building Powerful Listening Skills

Ask clarifying questions.

Paraphrase to increase understanding.

Capitalize on lag time.

Take notes to ensure retention.

Be aware of gender differences.

Ten Myths About Listening

Listening is a matter of intelligence.

Fact:

Careful listening is a learned behavior.

Speaking is more important than listening in the communication process.

Fact:

Speaking and listening are equally important.

Ch. 2, Slide 33

Ten Myths About Listening

Listening is easy and requires little energy.

Fact:

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

Listening and hearing are the same process.

Fact:

Listening is a conscious, selective process. Hearing is an involuntary act.

Ch. 2, Slide 34

Ten Myths About Listening

Speakers are able to command listening.

Fact:

Speakers cannot make a person really listen.

Hearing ability determines listening ability.

Fact:

Listening happens mentally– between the ears.

Ch. 2, Slide 35

Ten Myths About Listening

Speakers are totally responsible for the communication success.

Fact:

Communication is a two-way street.

Listening means only understanding a speaker’s words.

Fact:

Nonverbal signals also help listeners gain understanding.

Ch. 2, Slide 36

Ten Myths About Listening

Daily practice eliminates the need for listening training.

Fact:

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

Competence in listening develops naturally.

Fact:

Untrained people listen at only 25 percent efficiency.

Ch. 2, Slide 37

Understand how effective nonverbal communication can help you advance your career.

Learning Objective 4

Ch. 2, Slide 38

Ch. 2, Slide 39

Nonverbal Cues Carry

Powerful Meanings

Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional.

Ch. 2, Slide 40

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Forms of Nonverbal Communication

Eye contact

Facial expression

Posture and gestures

Time

Ch. 2, Slide 41

Forms of Nonverbal Communication

Space

Territory

Appearance of business documents

Personal appearance

Ch. 2, Slide 42

Showing Professionalism When Communicating

Establish and maintain eye contact.

Use posture to show interest.

Reduce or eliminate physical barriers.

Improve your decoding skills.

Probe for more information.

Ch. 2, Slide 43

Showing Professionalism When Communicating

Interpret nonverbal meanings in context.

Associate with people from diverse cultures.

Appreciate the power of appearance.

Observe yourself on video.

Enlist friends and family.

Improve your competitive advantage by developing professionalism and business etiquette skills.

Learning Objective 5

Ch. 2, Slide 44

Ch. 2, Slide 45

Professionalism Leads to Success

Good manners and a businesslike, professional demeanor are among the top soft skills that employers seek in job candidates.

Projecting and maintaining a professional image can make a real difference in helping you obtain and keep the job of your dreams.

Ch. 2, Slide 46

Projecting Professionalism: Speech Habits

uptalk

like used as a filler

go for said

slang and profanity

poor grammar

Unprofessional

Your credibility can be seriously damaged by sounding uneducated, crude, or adolescent.

Professional

Ch. 2, Slide 47

Projecting Professionalism: E-Mail

incomplete sentences

misspelled words

exclamation points

IM slang and textspeak

mindless chatter

sloppy messages

Unprofessional

Employers like to see subjects, verbs, and punctuation. They dislike IM abbreviations. They value conciseness and correct spelling, even in brief e-mail messages and texts.

Professional

Ch. 2, Slide 48

Projecting Professionalism: Internet

E-mail addresses such as:

[email protected],

[email protected], or [email protected].

Unprofessional

E-mail addresses should include a name or a positive, businesslike expression; they should not sound cute or like a chat room nickname.

Professional

Ch. 2, Slide 49

Projecting Professionalism: Voicemail

An outgoing message with strident background music, weird sounds, or a joke message.

Unprofessional

An outgoing message that states your name or phone number and provides instructions for leaving a message.

Professional

Ch. 2, Slide 50

Projecting Professionalism: Telephone Presence

Soap operas, thunderous music, or a TV football game playing noisily in the background when you answer the phone.

Unprofessional

A quiet background when you answer the telephone, especially if you are expecting a prospective employer’s call.

Professional

Ch. 2, Slide 51

Projecting Professionalism:

Cell Phones, Tablets

Using electronics during business meetings for unrelated purposes or during conversations with fellow employees; raising your voice (cell yell); forcing others to overhear your calls.

Unprofessional

Turning off phone and message notification, both audible and vibrate, during meetings; using your smart devices only for meeting-related purposes.

Professional

Ch. 2, Slide 52

Projecting Professionalism:

Texting

Sending and receiving text messages during meetings, allowing texting to interrupt face-to-face conversations, or texting when driving.

Unprofessional

Sending appropriate business text messages only when necessary (perhaps when a cell phone call would disturb others).

Professional

Ch. 2, Slide 53

Gaining an Etiquette Edge

Use polite words.

Express sincere appreciation and praise.

Be selective in sharing personal information.

Don’t put people down.

Respect coworkers’ space.

Ch. 2, Slide 54

Gaining an Etiquette Edge

Rise above others’ rudeness.

Be considerate when sharing space and equipment.

Choose the high road in conflict.

Disagree agreeably.

Ch. 2, Slide 55

END