The document outlines skills and behaviors important for professional success, including working effectively in teams, conducting productive meetings, communicating nonverbally, and practicing good etiquette. It discusses forming and managing teams, reaching decisions, dealing with conflict, planning and running meetings, and participating effectively. Virtual meeting tools like audioconferencing, videoconferencing and web conferencing are also covered.

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
©2015CengageLearning.AllRightsReserved.Maynotbescanned,copiedorduplicated,orpostedtoapubliclyaccessiblewebsite,inwholeorinpart.
Ch. 2, Slide 1
Chapter 2
Professionalism: Team, Meeting,
Listening, Nonverbal, and Etiquette Skills
Business Communication:
Process and Product, 8e
Mary Ellen Guffey & Dana Loewy

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Adding Value to Professional
Teams
• Education
• Experience
• Hard skills: Technical expertise in your
field
• Soft skills: Communication and
interpersonal abilities
Ch. 2, Slide 2
What Do Digital-Age Employers Want?

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Why Form Teams?
• Better decisions
• Faster response
• Increased
productivity
• Greater buy-in
Ch. 2, Slide 3
• Less resistance to
change
• Improved
employee morale
• Reduced risk

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Collaborating in Virtual Teams
• 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.
Ch. 2, Slide 4

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
The Four Phases of Team
Development
• Forming
• Storming
• Norming
• Performing
Ch. 2, Slide 5

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Positive Team Behavior
• 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 6

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
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 7

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Reaching Group Decisions
• Majority
• Consensus
• Minority
• Averaging
• Authority rule with discussion
Ch. 2, Slide 8

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Six Steps for Dealing
with Conflict
1. Listen to ensure you understand the
problem.
2. Understand the other’s position.
3. Show a concern for the relationship.
4. Look for areas of mutual agreement.
5. Invent new problem-solving options.
6. Reach a fair agreement; choose the
best option.
Ch. 2, Slide 9

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Planning a Productive Meeting
Ch. 2, Slide 10
• Invite the right people.
• Distribute an agenda.
• Use a digital calendar for scheduling.
• Train participants on technology.
Meet only when the topic demands a
rich medium because it is important
and requires an exchange of ideas.

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
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 11

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Ending the Meeting and
Following Up
• Review meeting decisions.
• Distribute minutes of meetings.
• Remind people of action items.
Ch. 2, Slide 12

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
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 13

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
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 14

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Virtual Meetings:
Audioconferencing
• Simple and effective
• Most commonly used collaborative tool in
business
• Tools include enhanced speakerphone,
telephone, and mobile phone.
• Also known as voice conferencing,
teleconferencing, conference calling, and
phone conferencing.
Ch. 2, Slide 15

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Virtual Meetings:
Videoconferencing
• Participants 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 16

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
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 17

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Forms of Nonverbal
Communication
Ch. 2, Slide 18
• Eye Contact
• Facial Expression
• Posture and gestures
• Time

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Forms of Nonverbal
Communication
Ch. 2, Slide 19
• Space
• Territory
• Appearance of business documents
• Personal appearance

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Showing Professionalism When
Communicating
Ch. 2, Slide 20
• Establish and maintain eye contact.
• Use posture to show interest.
• Reduce or eliminate physical barriers.
• Improve your decoding skills.
• Probe for more information.

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Showing Professionalism When
Communicating
Ch. 2, Slide 21
• Interpret nonverbal meanings in context.
• Associate with people from diverse
cultures.
• Appreciate the power of appearance.
• Observe yourself on video.
• Enlist friends and family.

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Gaining an Etiquette Edge
Ch. 2, Slide 22
• Use polite words.
• Express sincere appreciation and praise.
• Be selective in sharing personal
information.
• Don’t put people down.
• Respect coworkers’ space.

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Mary Ellen Guffey & Dana Loewy, Business Communication: Process and Product, 8e
Gaining an Etiquette Edge
Ch. 2, Slide 23
• Rise above others’ rudeness.
• Be considerate when sharing space and
equipment.
• Choose the high road in conflict.
• Disagree agreeably.