NETA PowerPoint® Slides

to Accompany

Prepared by
Katharine Ferguson,
Seneca College
Copyright © 2019 by Nelson Education
Ltd.
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 Chapter 2
Professionalism: Team,
Meeting, Listening,
Nonverbal, and Etiquette
Skills

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Education Ltd.
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 Professionalism: Team,
Meeting, Listening, Nonverbal,
and Etiquette Skills
Face-to-face and virtual
Team skills business meetings

Collaboration
and technology Active listening

Nonverbal Professionalism
communication and etiquette

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 Learning Objectives
• Understand the importance of teamwork
in the workplace, and explain how you
can contribute positively to team
performance.
• Discuss effective practices and
technologies for planning and
participating in face-to-face and virtual
meetings.
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 Learning Objectives
• Explain and apply active listening
techniques.
• Understand how effective nonverbal
communication can help you advance your
career.
• Improve your competitive advantage by
developing professionalism and business
etiquette skills.
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 Excelling in Teams
What do employers want?
• The soft skills most in demand are
– Collaboration and teamwork
– Communication skills
– Problem-solving skills
– Interpersonal and relationship-building skills
• People in demand must work in teams, solve
complex problems, and be willing to learn.

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 Adding Value to
Professional Teams
What do employers want?
• Education and experience
• Hard skills (i.e., technical skills in your field)
• Soft skills
• Strong oral and written skills
• Active listening skills
• Appropriate nonverbal behaviour
• Proper business etiquette
• Efficient and productive teamwork skills

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 Why Form Teams?

www.youtube.com/watch?v=-i2wx4e321M

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 Why Form Teams?
• Better decisions
• Faster response
• Increased productivity
• Greater buy-in
• Less resistance to change
• Improved employee morale
• Reduced risks

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 Collaborating in Virtual Teams
• Teams may be local or global.
• Expect to collaborate with fellow workers in
other cities and even other countries.
• View work as what you do rather than a
place you go.
• Teams benefit from shared views and skills.
• Teams must accomplish shared tasks
without face-to-face contact.
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Four Phases of Team Development

4
2 3 Performing

1 Storming
Norming

Forming

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 Positive Team Behaviour
Team players
• Establish rules and abide by them
• Analyze tasks and define problems
• Contribute information and ideas
• Show interest and listen actively
• Encourage silent members to participate
• Encourage a supportive climate with praise
and agreement
• Synthesize points of agreement

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 Negative Team Behaviour
Negative behaviour
• Blocks others’ ideas
• Insults, criticizes, and aggresses against others
• Wastes the group’s time
• Makes inappropriate comments
• Fails to stay on task
• Withdraws and doesn’t participate

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 Combating Groupthink
• Groupthink is a faulty decision-making process in
which members are overly eager to agree.
• Avoid groupthink by
• Striving for team diversity
• Encouraging open discussion
• Searching for relevant information
• Evaluating many alternatives
• Considering how decisions are implemented
• Planning for contingencies
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 Reaching Group Decisions
• Majority
• Consensus
• Minority
• Averaging
• Authority rule with discussion

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 Defining Successful Teams
• Stay small and embrace diversity.
• Agree on purpose and procedures.
• Confront conflict.
• Communicate effectively.
• Collaborate rather than compete.
• Accept ethical responsibilities.
• Share leadership.

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Making Face-to-Face Meetings Effective
• Decide whether a meeting is necessary.
• Select the appropriate participants based on
the meeting’s purpose.
• Use digital calendars to schedule meetings
(e.g., Google and Yahoo Calendars, Microsoft
Outlook).
• Distribute advance information (e.g., agenda).

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Making Face-to-Face Meetings Effective

• Manage the meeting.

• Move the meeting along.
• Participate actively and productively.
• Handle conflict.
• Conclude and follow-up.

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 Six Steps to Deal With Conflict

Reach an
Invent new agree-
Look for problem- ment
Show you commo solving based on
Under- care n options.
Listen. what is
stand about the ground. fair.
other relation-
points ship.
of view.

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 Virtual Meetings
• They connect participants using a variety of
technology.
• They are used to exchange ideas, brainstorm,
build consensus, and develop personal
relationships.
• The function to train employees, make sales
presentations, coordinate team activities, and
talk to customers.

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 Planning Virtual Meetings:
Premeeting Considerations
• Select the appropriate technology.
• Ensure participants can use the technology.
• Encourage participants to log in 15 mins early.
• Coach participants as required.
• Coordinate different time zones.
• Rotate meeting times to be fair to dispersed
members.
• Decide what language to use.

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 Planning Virtual Meetings:
Premeeting Considerations
• Explain how questions may be asked and answered.
• Ensure it is clear who is speaking in
audioconferences.
• Remind the group to silence all electronic alerts and
alarms.
• Don’t multitask.
• Anticipate the limitations of virtual technology
• Manage turn-taking.
• Humanize virtual meetings.

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 Before the Meeting
Before During After
the the the
meeting meeting meeting

• Decide whether a meeting is necessary.

• Include only key participants.
• Prepare the agenda. Include topics, times, and names.
• Use a calendar program.
• Train participants on technology.
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 Getting the Meeting Started
Open with a three- to five-minute introduction,
including the following:
• Goal and length of the meeting
• Background of the topics or problems
• Possible solutions and constraints
• Tentative agenda
• Ground rules to be followed

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 Ground Rules for Virtual Meetings
• Establish ground rules.
• Explain how questions may be asked.
• Ask participants to say their name before they
speak.
• Remind the group to turn off all phones, alarms, and
electronic reminders.
• Ask participants not to multitask during the meeting
(e.g., no texting or checking e-mail).
• Help summarize, express your views, and follow up.
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 During the Meeting
Before During After
the the the
meeting meeting meeting

• Start on time and begin with a preview and the 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, summarize and check for
agreement.
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Participate Actively and Productively
• Arrive early and prepared.
• Bring a positive attitude.
• Contribute respectfully, wait your turn, and
raise your hand.
• Keep your voice calm and pleasant yet
energetic.
• Give credit to others.

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Participate Actively and Productively
• Use cell phones, tablets, and laptops only
for meeting-related tasks.
• Express your views in the meeting, not later.
• Help summarize.
• Follow up by completing assigned tasks.

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 Collaborating Successfully in
Virtual Meetings
• Be as precise as possible when presenting
ideas.
• Give examples and use simple language.
• Recap and summarize often.
• Confirm your understanding.
• Project an upbeat, enthusiastic, and strong
voice.

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 Collaborating Successfully in
Virtual Meetings
• Avoid traffic jams (i.e., everyone talking at
once).
• Encourage dialogue by asking questions.
• Use the round-robin discussion technique.
• Leave time before or after the scheduled
meeting for small talk.

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Ending the Meeting and Following Up
Before During After
the the the
meeting meeting meeting

• Summarize decisions, tasks, and deadlines.

• End on time.
• Distribute minutes within a couple of days.
• Remind team members of assignments.
• Thank participants for attending.
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 Listening in the Workplace
• Workers spend 30 to 45 percent of their
communication time listening.
• Executives spend 60 to 70 percent of their
communication time listening.
• Experts say we listen at only 25 percent
efficiency.
• We forget, distort, or misunderstand
75 percent of what we hear.
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 Poor Listening Habits
• People lack listening training.
• They are challenged by competing sounds
and stimuli.
• We process speech much faster than
people speak.
• Most people speak about 125 to 175 words
per minute but can listen at 450 words per
minute, resulting in lag time.
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 Test Your Listening Skills
http://englishteststore.net/index.php?option=com_content
&view=article&id=2672:English-Short-Conversation-Listenin
g-Test-001&catid=115:english-listening-tests&Itemid=379

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 Types of Workplace Listening
Types of listening on the job
Listening to superiors
Listening to colleagues and
teammates
Listening to customers

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 Improving Workplace Listening
On the job, information is
• Often exchanged casually or under time pressure
• May be disorganized, unclear, and cluttered with
extraneous facts
• Often exchanged by fellow workers who are friends
and who may not be polite and respectful, and may
interrupt, jump to conclusions, and take each other
for granted
• Often difficult for people for whom English is an
additional language to understand
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 Ten Keys to Building
Powerful Listening Skills
1. Control internal and external distractions.

2. Become actively involved.

3. Separate facts from opinions.

4. Identify important facts.

5. Avoid interrupting.
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 Ten Keys to Building
Powerful Listening Skills
6. Ask clarifying questions.
7. Paraphrase to increase understanding.
8. Capitalize on lag time.
9. Take notes to ensure retention.
10. Be aware of gender differences.

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 Communicating Nonverbally
• Includes all unwritten and unspoken
messages, both intentional and unintentional
• Helps to complement and illustrate, reinforce
and accentuate, replace and substitute,
control and regulate, and contradict
• Influences the way a message is interpreted or
decoded by the receiver

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Forms of Nonverbal Communication
• Eye contact
• Facial expression
• Posture and gestures
• Time
• Space
• Territory
• Appearance—of documents and of people

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 Techniques for Improving Nonverbal
Communication

• Establish and maintain eye contact.

• Use posture to show interest.
• Probe for more information.
• Interpret nonverbal meanings in context.
• Associate with people from diverse
cultures.

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 Techniques for Improving Nonverbal
Communication

• Reduce or eliminate physical barriers.

• Improve your decoding skills.
• Appreciate the power of appearance.
• Observe yourself on video.
• Enlist the help of friends and family.

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 Understanding Professionalism
Employers expect employees
• To do their jobs everyday without excessive
tardiness or absenteeism
• To pay full attention to duties when on the job
• To show confidence when speaking, avoiding
declarative statements that sound like
questions
• To look and sound professional to be promoted

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 Gaining an Etiquette Edge
• Use polite words.
• Express sincere appreciation and praise.
• Be selective in sharing personal information at
work.
• Don’t put people down.

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 Gaining an Etiquette Edge

• Respect coworkers’ space.

• Rise above others’ rudeness.
• Be considerate when sharing space and
equipment.
• Choose the high road in conflict.
• Disagree agreeably.

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 Summary of Learning Objectives
• Understand the importance of teamwork in
the workplace, and explain how you can
contribute positively to the team.
• Discuss effective practices and technologies
for planning and participating in face-to-
face and virtual meetings.
• Explain and apply active listening
techniques.

Copyright © 2019 by Nelson

Education Ltd.
2-46
 Summary of Learning Objectives
• Understand how effective nonverbal
communication can help you advance your
career.
• Improve your competitive advantage by
developing professionalism and business
etiquette skills.

Copyright © 2019 by Nelson

Education Ltd.
2-47