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Chapter 2

Chapter 2. Professionalism: Team, Meeting, Listening, Nonverbal , and Etiquette Skills. Why Teamwork Works. Better decisions Faster response Increased productivity Greater “buy-in” Less resistance to change Improved employee morale Reduced risks.

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Chapter 2

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  1. Chapter 2 Professionalism: Team, Meeting, Listening, Nonverbal, and Etiquette Skills

  2. Why Teamwork Works • Better decisions • Faster response • Increased productivity • Greater “buy-in” • Less resistance to change • Improved employee morale • Reduced risks

  3. Characteristics of People Who Exhibit Positive Team Behavior • Set rules and abide by them. • Analyze tasks and define problems. • Contribute information and ideas. • Show interest and listen actively. • Encourage members to participate. • Synthesize points of agreement.

  4. 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 concern for the relation-ship Under-stand other points of view Listen

  5. Meetings – Duties of Meeting Leader • Decides whether a meeting is necessary • Includes only key participants • Prepares agenda, including topics, times, and names • Considers whether to use a digital calendar to schedule meeting

  6. Meetings – Duties of Meeting Leader • Starts on time and begin with preview, agenda • Appoints a secretary to take minutes and a recorder to track ideas • Encourages participation, avoiding digression • Deals with conflict openly, lets parties speak • Confirms agreement when consensus occurs

  7. Meetings – Duties of Meeting Leader • Ends meeting on time • Summarizes results achieved • Distributes minutes a few days later • Reminds team members of assignments

  8. Meetings – Duties of Meeting Participants • Arrive early and prepared. • Turn off and put away electronic devices. • Bring a positive attitude; stay calm, pleasant, and energetic. • Contribute respectfully: wait your turn, and raise your hand.

  9. Meetings – Duties of Meeting Participants • Give credit to others. • Help summarize. • Express your views in the meeting, not later. • Follow up by completing assigned tasks.

  10. How Virtual Meetings Are Possible

  11. Audioconferencing • Also known as voice conferencing, teleconferencing, conference calling, and phone conferencing • Most commonly used collaborative tool in business • Simple and effective • Tools include enhanced speakerphone, telephone, and mobile phone

  12. Videoconferencing • Organizations reduce travel expenses, travel time, greenhouse gases, and worker fatigue. • Tools include video, audio, and software. • Participants can see each other and small product details. • Collaborators connect in real time. • Although expensive, telepresence rooms are like being there.

  13. Web Conferencing • Participants interact in real time • Tools include computer, Internet access, software, and (optional) camera • Inexpensive and easily accessible • Used in business to share electronic documents and demonstrate products

  14. Types of Workplace Listening • Listening to superiors • Listening to colleagues and teammates • Listening to customers

  15. Ten Keys to Building Powerful Listening Skills • Ask clarifying questions. • Paraphrase to increase understanding. • Capitalize on lag time. • Take notes. • Be aware of gender differences. • Control internal and external distractions. • Become actively involved. • Separate facts from opinions. • Identify important facts. • Avoid interrupting.

  16. Functions of Nonverbal Communication • Complement and illustrate • Reinforce and accentuate • Replace and substitute • Control and regulate • Contradict

  17. Forms of Nonverbal Communication • Eye contact • Facial expression • Posture and gestures • Time

  18. Forms of Nonverbal Communication • Space • Territory • Appearance of documents • Appearance of people

  19. Ways to Show ProfessionalismWhen You Communicate • Speech habits • E-mail messages • Internet address • Voice mail techniques • Telephone habits • Cell and smart phone use

  20. How to Gain an Etiquette Edge • Use polite words. • Express sincere appreciation and praise. • Be selective in sharing personal information at work. • Avoid putting people down.

  21. How to Gain an Etiquette Edge • Respect coworkers’ space. • Rise above others’ rudeness. • Be considerate when sharing space and equipment with others. • Disagree agreeably.

  22. End

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