BUS 27 Chapter 2 PPT File - Lassen Community College

Report
Team, Meeting, Listening,
Nonverbal and Etiquette Skills
Business Communication:
Process and Product, 8e
Mary Ellen Guffey and Dana Loewy
Instructor PowerPoint Library, 8e
Ch. 2, Slide 1
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
2
Professionalism:
Understand the importance of
teamwork in today’s digital-era
workplace, and explain how you can
contribute positively to team
performance.
Ch. 2, Slide 2
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Learning Objective 1
What Do Digital-Age
Employers Want?
• Education
• Experience
• Hard skills: Technical
expertise in your field
• Soft skills:
Communication and
interpersonal abilities
Ch. 2, Slide 3
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia
Adding Value to Professional
Teams
Knowledge workers need soft skills:
Oral and written
communication
skills
Active
listening
Appropriate
nonverbal behavior
Proper
business
etiquette
Efficient and
productive
teamwork
Ch. 2, Slide 4
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Reality Check: Tech Skills Are
Not Enough
Better decisions
Less resistance to
change
Faster response
Improved employee
morale
Increased productivity
Reduced risks
Greater buy-in
Ch. 2, Slide 5
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia
Why Form Teams?
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.
Accomplish shared
tasks without
face-to-face contact.
Participate and
collaborate locally.
Pool expertise from
various, diverse
contributors.
Ch. 2, Slide 6
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © raven/Fotolia, © antoshkaforever/Fotolia
Collaborating in Virtual Teams
Storming
• Select
members
• Become
acquainted
• Build trust
• Form collaborative culture
Forming
• Identify
problems
• Collect and
share
information
• Establish
decision
criteria
• Prioritize
goals
Performing
• Discuss
alternatives
• Evaluate
outcomes
• Apply criteria
• Prioritize
alternatives
• Select
alternative
• Analyze
effects
• Implement
plan
• Manage
project
Norming
Ch. 2, Slide 7
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
The Four Phases of Team
Development
• 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 8
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © vgstudio/Fotolia
Positive 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 9
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © Lisa F. Young/Fotolia
Negative Team Behavior
Definition: Faulty decisionmaking processes by team
members who are overly eager
to agree with one another
1. Striving for diversity in age, gender,
experience, and training
2. Encouraging open discussion
3. Searching for relevant information
Ch.2, Slide 10
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © Vanessa/Fotolia
Combating Groupthink
Definition: Faulty decisionmaking processes by team
members who are overly eager
to agree with one another
4. Evaluating many alternatives
5. Considering how a decision will be
implemented
6. Planning for contingencies if decision
fails to work
Ch. 2, Slide 11
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © Vanessa/Fotolia
Combating Groupthink
• Majority
• Consensus
• Minority
• Averaging
• Authority rule with discussion
Ch. 2, Slide 12
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © Christopher Jones/Fotolia
Reaching Group Decisions
Confront
conflict.
Agree on
purpose
and
procedures.
Stay
small
and
embrace
diversity.
Communicate
effectively.
Collaborate
rather than
compete.
Accept
ethical
responsibilities.
Share
leadership.
Ch. 2, Slide 13
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia
Defining Successful Teams
1
Listen
2
Understand
other
points of
view
3
Show
you care
about
the
relationship
4
Look for
common
ground
5
Invent
new
problemsolving
options
6
Reach an
agreement
based on
what is
fair
Ch. 2, Slide 14
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Six Steps for Dealing with
Conflict
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Learning Objective 2
Discuss effective practices and
technologies for planning and
participating in face-to-face
meetings and virtual meetings.
Ch. 2, Slide 15
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 problemsolving skills.
Ch. 2, Slide 16
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia
Planning and Participating in
Face-to-Face and Virtual Meetings
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 17
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia, © mostafa fawzy/Fotolia
Planning a Productive Meeting
Start on time and
Appoint a secretary
introduce the agenda.
and a recorder.
Confront conflict
frankly.
Encourage
participation.
Summarize along
the way.
Ch. 2, Slide 18
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © MelisendeVector.com/Fotolia, © mostafa fawzy/Fotolia, © Christopher Jones/Fotolia
Running the Meeting
Review
meeting
decisions.
Distribute
minutes of
meeting.
Remind
people of
action
items.
Ch. 2, Slide 19
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © iQoncept/Fotolia
Ending the Meeting and
Following Up
 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 20
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia
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 21
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia
Being a Productive Participant
 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 22
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © pawwod/Fotolia
Virtual Meetings:
Audioconferencing
 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 23
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Virtual Meetings:
Videoconferencing
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © Steve Young/Fotolia
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 24
 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 25
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia
Planning 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.”
Ch. 2, Slide 26
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © TAlex/Fotolia
Techniques for Successful
Virtual Meetings
Explain and apply active listening
techniques.
Ch. 2, Slide 27
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Learning Objective 3
Active
listening
requires effort.
Many of us
are poor
listeners.
Listening skills
promote
career
success.
Good listeners
make good
managers.
Ch. 2, Slide 28
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © julien tromeur/Fotolia
Listening: A Career-Critical
Soft Skill
People
understand
about half of the
oral messages
in a day.
Few of us receive
training in listening.
Other sounds and
stimuli vie for our
attention.
We listen at only
25% efficiency.
We process speech
much faster than
others can speak.
Ch. 2, Slide 29
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Poor Listening Habits
and its Causes
Listening to
supervisors
Listening to
colleagues and
teammates
Listening to
customers
Ch. 2, Slide 30
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia
Types of Workplace Listening
1
2
3
4
5
Control external and internal
distractions.
Become actively involved.
Separate facts from opinions.
Identify important facts.
Avoid interrupting.
Ch. 2, Slide 31
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Ten Keys to Building Powerful
Listening Skills
6
7
8
9
10
Ask clarifying questions.
Paraphrase to increase
understanding.
Capitalize on lag time.
Take notes to ensure retention.
Be aware of gender differences.
Ch. 2, Slide 32
© 2015Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Ten Keys to Building Powerful
Listening Skills
1
2
Listening is a matter
of intelligence.
Speaking is more
important than
listening in the
communication
process.
Fact:
Careful listening is a
learned behavior.
Fact:
Speaking and
listening are equally
important.
Ch. 2, Slide 33
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Ten Myths About Listening
3
4
Listening is easy and
requires little energy.
Listening and hearing
are the same process.
Fact:
Active listeners
undergo the same
physiological
changes as a person
jogging.
Fact:
Listening is a
conscious, selective
process. Hearing is
an involuntary act.
Ch. 2, Slide 34
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Ten Myths About Listening
5
6
Speakers are able to
command listening.
Hearing ability
determines listening
ability.
Fact:
Speakers cannot
make a person really
listen.
Fact:
Listening happens
mentally– between
the ears.
Ch. 2, Slide 35
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Ten Myths About Listening
7
8
Speakers are totally
responsible for the
communication
success.
Listening means only
understanding a
speaker’s words.
Fact:
Communication is a
two-way street.
Fact:
Nonverbal signals
also help listeners
gain understanding.
Ch. 2, Slide 36
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Ten Myths About Listening
9
10
Daily practice
eliminates the need
for listening training.
Competence in
listening develops
naturally.
Fact:
Without effective
listening training,
most practice merely
reinforces negative
behaviors.
Fact:
Untrained people
listen at only 25
percent efficiency.
Ch. 2, Slide 37
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Ten Myths About Listening
Understand how effective nonverbal
communication can help you
advance your career.
Ch. 2, Slide 38
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Learning Objective 4
Nonverbal communication
includes all unwritten and
unspoken messages, both
intentional and
unintentional.
Ch. 2, Slide 39
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Nonverbal Cues Carry
Powerful Meanings
Eye
contact
Facial
expression
Posture
and
gestures
Time
Ch. 2, Slide 40
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © Yury Shchipakin/Fotolia, © helen cingisiz/Fotolia
Forms of Nonverbal
Communication
Space
Territory
Appearance
of business
documents
Personal
appearance
Ch. 2, Slide 41
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © helen cingisiz/Fotolia
Forms of Nonverbal
Communication
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 42
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © helen cingisiz/Fotolia
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.
Ch. 2, Slide 43
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © helen cingisiz/Fotolia
Showing Professionalism When
Communicating
Improve your competitive advantage
by developing professionalism and
business etiquette skills.
Ch. 2, Slide 44
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Learning Objective 5
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 45
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © denis_pc/Fotolia
Professionalism Leads to
Success
Unprofessional





uptalk
like used as a filler
go for said
slang and profanity
poor grammar
Professional
Your credibility can be
seriously damaged by
sounding uneducated,
crude, or adolescent.
Ch. 2, Slide 46
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Projecting Professionalism:
Speech Habits
Unprofessional




incomplete sentences
misspelled words
exclamation points
IM slang and
textspeak
 mindless chatter
 sloppy messages
Professional
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.
Ch. 2, Slide 47
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Projecting Professionalism:
E-Mail
Unprofessional
Professional
E-mail addresses such as:
[email protected],
[email protected], or
[email protected]
E-mail addresses should
include a name or a
positive, businesslike
expression; they should
not sound cute or like a
chat room nickname.
Ch. 2, Slide 48
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Projecting Professionalism:
Internet
Unprofessional
Professional
An outgoing message with
strident background
music, weird sounds, or a
joke message.
An outgoing message
that states your name or
phone number and
provides instructions for
leaving a message.
Ch. 2, Slide 49
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © mostafa fawzy/Fotolia
Projecting Professionalism:
Voicemail
Unprofessional
Professional
Soap operas, thunderous
music, or a TV football
game playing noisily in the
background when you
answer the phone.
A quiet background when
you answer the
telephone, especially if
you are expecting a
prospective employer’s
call.
Ch. 2, Slide 50
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © mostafa fawzy/Fotolia
Projecting Professionalism:
Telephone Presence
Unprofessional
Professional
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.
Turning off phone and
message notification,
both audible and vibrate,
during meetings; using
your smart devices only
for meeting-related
purposes.
Ch. 2, Slide 51
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © mostafa fawzy/Fotolia
Projecting Professionalism:
Cell Phones, Tablets
Unprofessional
Professional
Sending and receiving text
messages during
meetings, allowing texting
to interrupt face-to-face
conversations, or texting
when driving.
Sending appropriate
business text messages
only when necessary
(perhaps when a cell
phone call would disturb
others).
Ch. 2, Slide 52
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part.
Projecting Professionalism:
Texting
Use polite
words.
Express
sincere
appreciation
and praise.
Be selective
in sharing
personal
information.
Respect
coworkers’
space.
Don’t put
people
down.
Ch. 2, Slide 53
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © kyoko/Fotolia
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 54
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © kyoko/Fotolia
Gaining an Etiquette Edge
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in
part. © kyoko/Fotolia
END
Ch. 2, Slide 55

similar documents