CH2-office skills Flashcards
What are soft skills, and why are they increasingly important in the knowledge-based economy of the digital era?
Soft skills involve not only oral and written communication competencies but also active listening, appropriate nonverbal behaviour, and proper business etiquette.
Employers want efficient and productive team members who are comfortable with diverse audiences, listen actively to customers and colleagues, make eye contact, and display good workplace manners.
Name at least five reasons that explain why organizations are forming teams.
Organizations are forming groups and teams for (1) better decisions, (2) faster response, (3) increased productivity, (4) greater buy-in, (5) less resistance to change, (6) improved employee morale, and (7) reduced risks for individuals.
What are virtual teams, and how can they reduce misunderstandings among participants?
Virtual teams are groups who work interdependently with a shared purpose across space, time, and organizational boundaries, using technology. Misunderstandings can be reduced by building credibility and trust in the beginning, establishing responsibilities, keeping track of information, and being patient and positive in responding to e-mail messages.
List three ground rules for meetings. As part of your answer, discuss why it is important to establish these ground rules before the meeting.
(1) communicating openly, (2) being supportive, (3) listening carefully, (4) participating fully, (5) confronting conflict frankly, (6) silencing cell phones and other digital devices, and (7) following the agenda.
It is important to establish these ground rules prior to the meeting so the expectations are clear for all participants. Clear ground rules help to maintain professionalism, save time, keep the meeting on track, and curb conflict.
List five behaviours you consider most important to participating actively in workplace meetings.
(1) arrive early, (2) come prepared, (3) have a positive attitude, (4) contribute respectfully, (5) wait for others to finish, (6) keep your voice calm and pleasant yet energetic, (7) give credit to others, (8) use your cell phone, tablet, and laptop only for meeting-related tasks, (9) help summarize, (10) express your views IN the meeting and not afterward, and (11) follow up on your assigned tasks.
Discuss five ways to achieve the best results during a virtual meeting.
- Rotate your meeting time to be fair to all dispersed group members. Ensure that everyone shares the burden of an inconvenient time.
- Decide what language to use. If the meeting language may be difficult for some participants, think about using simple expressions and repeating major ideas. Always follow up in writing.
- Explain how questions may be asked and answered. Many meeting programs allow participants to virtually raise their hands using an icon on the computer screen and to type in their questions.
- Ensure it is clear who is speaking in audioconferences. - - Ask participants to always say their names before beginning to comment.
- Remind the group to silence all electronic alerts and alarms. Ask participants to mute ringers and buzzers and control background noise or you may also hear dogs barking, telephones ringing, and toilets flushing.
- Don’t multitask. Giving your full attention is critical. That includes not texting and checking e-mail.
- Anticipate the limitations of virtual technology. Given the lack of nonverbal cues, be as precise as possible. Use simple language and summarize the discussion often. - –Confirm your understanding of the discussion. Project an upbeat, enthusiastic, and strong voice.
Manage turn-taking. Ask questions of specific people. Invite each participant to speak for 30 seconds without interruption. Avoid asking vague questions such as, “Does everyone agree?”
Humanize virtual meetings. Build camaraderie and trust. Leave time for small talk to establish a warm environment. Build trust and interest by logging in early and greeting others as they join in.
According to experts, we ignore, forget, distort, or misunderstand 75 percent of everything we hear. Why are we such poor listeners?
Lack of training, as well as the large number of competing sounds and stimuli that interfere with concentration. In addition, we are poor listeners because our minds are able to process speech much faster than people can speak.
What are ten techniques for improving workplace listening? Be prepared to describe each.
(1) Control external and internal distractions, (2) become actively involved, (3) separate facts from opinions, (4) identify important facts, (5) avoid interrupting, (6) ask clarifying questions, (7) paraphrase to increase understanding, (8) capitalize on lag time, (9) take notes to ensure retention, and (10) be aware of gender differences.
List ten techniques for improving nonverbal communication skills in the workplace. Be prepared to discuss each.
(1) Establish and maintain eye contact, (2) use posture to show interest, (3) reduce or eliminate physical barriers, (4) improve decoding skills, (5) probe for more information, (6) interpret nonverbal meanings in context, (7) associate with people from diverse cultures, (8) appreciate the power of appearance, (9) observe a video recording of yourself, and (10) enlist friends and family to provide feedback on your body language.
What five specific behaviours do you think would be most important in giving you an etiquette edge in your business career?
(a) use polite words, (b) express sincere appreciation and praise, (c) be selective in sharing personal information, (d) don’t put people down, (e) respect coworkers’ space, (f) rise above others’ rudeness, (g) be considerate when sharing space and equipment with others, (h) choose the high road in conflict, and (i) disagree agreeably.
