Chapter 2

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

2. Chapter 2 • What Do Employers Want? • Proven team skills • Strong verbal and written communication skills • Excellent interpersonal and organizational skills

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

4. Chapter 2 • Four Phases of Team Development • Forming • Norming • Storming • Performing

5. Chapter 2 • Characteristics of 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

6. Chapter 2 • Characteristics of Negative Team Behavior • Block ideas of others • Insult and criticize • Waste the group’s time • Make inappropriate comments • Fail to stay on task • Withdraw; don’t participate

7. Chapter 2 • Resolving Conflicts • Listen • Understand the other’s point of view • Show a concern for the relationship • Look for common ground • Invent new problem-solving options • Reach an agreement based on what is fair

8. Chapter 2 • Methods for Reaching Group Decisions • Majority • Consensus • Minority • Averaging • Authority rule with discussion

9. Chapter 2 • What Makes a Team Successful • Small size and diverse makeup • Agreement on purpose and procedures • Ability to confront conflict • Sound communication techniques • Collaboration, not competition • Acceptance of ethical responsibilities • Shared leadership

10. Chapter 2 • Duties of Meeting Leader • Decide if meeting is necessary • Select participants • Distribute advance information • Date/place; beginning & ending time • Brief description of topics with time limit for each topic • Pre-meeting expectations of participants • Get the meeting started • Goals; background information; possible problem solutions; agenda; ground rules • Keep meeting moving • Handle conflict • Ending/follow-up activities

11. Chapter 2 • Duties of Meeting Participants • Arrive early; come prepared • Positive attitude; contribute respectfully • Wait for others to finish • Remain calm yet energetic • Give credit to others • Put away cell phone and laptop • Help summarize • Express views “IN” the meeting • Follow up

12. Chapter 2 • Virtual Meetings • Audio conferencing • Simple and effective • Commonly used for collaboration • Also known as voice conferencing, teleconferencing, conference call • Video conferencing • Participants can see each other/items • Collaborators connect in real time • Almost as good as “face-to-face” meetings • Reduce travel time, expense, etc.

13. Chapter 2 • Techniques for Virtual Meetings • Everyone should know how to operate equipment • Distribute any documents in advance and log on early • Explain how to ask/answer questions • State your name before speaking • Decide whether to mute phones • Pay attention; avoid trying to multi-task • Ask questions of specific people; use a strong voice • Give everyone a chance to speak

14. Chapter 2 • Workplace Listening • Listening to superiors • Listening to colleagues and teammates • Listening to customers/clients

15. Chapter 2 • Keys to Effective Listening • Control internal/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

16. Chapter 2 • Common Listening Barriers • Mental Barriers • Inattention; prejudgment • Frame of reference • Closed-mindedness • Pseudo-listening • Physical Barriers • Hearing impairment • Noisy surroundings • Speaker’s appearance or mannerisms • Lag time

17. Chapter 2 • Ten Myths about Listening • Myth: Listening is a matter of intelligence • Fact: Careful listening is a learned behavior • Myth: Speaking is more important than listening • Fact: Speaking and listening are equally important • Myth: Listening is easy and requires little energy • Fact: Active listeners undergo the same physiological changes as a jogger • Myth: Listening and hearing are the same process • Fact: Listening is a conscious, selective process, while hearing is involuntary • Myth: Speakers are able to command listening • Fact: Speakers cannot make a person really listen

18. Chapter 2 • Ten Myths about Listening • Myth: Hearing ability determines listening ability • Fact: Listening happens mentally—between the ears • Myth: Speakers are totally responsible for communication success • Fact: Communication is a two-way street • Myth: Listening is only a matter of understanding a speaker’s words • Fact: Nonverbal signals also help listeners gain understanding • Myth: Daily practice eliminates the need for listening training • Fact: Without training, most practice merely reinforces negative behaviors • Myth: Competence in listening develops naturally • Fact: Untrained people listen at only 25 percent efficiency

19. Chapter 2 • Functions of Nonverbal Communication • Complement and illustrate • Reinforce and accentuate • Replace and substitute • Control and regulate • Contradict

20. Chapter 2 • Forms of Nonverbal Communication • Eye contact • Facial expression • Posture and gestures • Time • Space • Territory • Appearance of documents • Appearance of people

21. Chapter 2 • Showing Professionalism When Communicating • Speech habits • E-mail messages • Internet address • Voice mail techniques • Telephone habits • Cell and smart phone use

22. Chapter 2 • 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 • Respect coworkers’ space • Rise above others’ rudeness • Be considerate when sharing space and equipment with others • Disagree agreeably