Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 1

Improving Your Performance in Teams

Team
Two or more people Share mission/responsibility Working toward a goal

Formal
Committees

Informal
Task forces and problem-solving teams

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 2

Overview of Teams
Advantages
Increased Diversity

Disadvantages
Groupthink Hidden

information

of views

agendas

Accepting

solutions
levels

Free
High

riders
costs
Chapter 2 - 3

Performance
Prentice Hall, 2008

Business Communication Today, 9e

Characteristics of Effective Teams

Clear objective Sense of purpose Open communication Consensus decision making Creative thinking Conflict resolution
Business Communication Today, 9e Chapter 2 - 4

Prentice Hall, 2008

Collaborative Writing Guidelines

1. 2. 3. 4. Select members carefully Agree on project goals Take time to bond Clarify individual responsibilities

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 5

Collaborative Writing Guidelines

Set clear processes Avoid group writing Ensure compatibility Check progress often

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 6

Collaborative Writing Technologies

Websites more control
Organization Workflow Content

Wikis more flexibility

Organization Workflow Content
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Business Communication Today, 9e Chapter 2 - 7

Group Dynamics
Roles that team members assume
Phase of team development

Success in resolving conflict

Success in overcoming resistance

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 8

Assuming Team Roles

Self-oriented
Controlling, withdrawing, diverting, seeking attention

Team-maintenance
Encouraging, harmonizing, compromising

Task-oriented
Initiating, information giving or seeking, coordinating, procedure setting

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 9

Team Evolution
Orientation
Conflict

Brainstorming
Emergence Reinforcement

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Business Communication Today, 9e

Chapter 2 - 10

Sources of Team Conflict

Scarce resources
Task responsibilities Incompatible ideas Poor communication Attitudes and values

Power struggles
Conflicting goals
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Business Communication Today, 9e Chapter 2 - 11

Types of Conflict
Constructive (win-win)
Exposes issues Boosts involvement

Generates ideas

Destructive (win-lose, or lose-lose)

Diverts energy Destroys morale Divides the team
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Business Communication Today, 9e Chapter 2 - 12

Resolving Conflict
Proaction
Communication Openness Research Flexibility

Fair play
Alliance
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Business Communication Today, 9e Chapter 2 - 13

Overcoming Resistance
Express understanding
Bring resistance into the open

Evaluate objections fairly

Withhold arguments

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 14

Etiquette in Team Settings

In the workplace In social settings

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 15

Workplace Etiquette
Appearance and grooming
A genuine smile

Telephone skills

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Business Communication Today, 9e

Chapter 2 - 16

Etiquette in Social Settings

First impressions
Personal introductions

Dining etiquette
Misuse of mobile phones Inappropriate topics

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 17

Productive Meetings
Preparation
Efficiency

Technology

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 18

Preparing for Meetings

Decide on the purpose
Select participants

Choose the location

Set and follow an agenda

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Business Communication Today, 9e

Chapter 2 - 19

Leading and Participating

Stay on track
Follow the rules

Promote participation
Participate actively Close effectively

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Business Communication Today, 9e

Chapter 2 - 20

Meeting Technologies
Virtual teams
Virtual meetings

Groupware

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Business Communication Today, 9e

Chapter 2 - 21

Improving Listening Skills

Strengthen relationships
Expedite product delivery Highlight opportunities Support workplace diversity Build foundation for trust Enhance performance
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Business Communication Today, 9e Chapter 2 - 22

Types of Listening
Content listening
Critical listening

Empathetic listening
Active listening

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Business Communication Today, 9e

Chapter 2 - 23

The Listening Process

Receiving
Decoding

Remembering
Evaluating Responding

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Business Communication Today, 9e

Chapter 2 - 24

Barriers to Listening
Physical elements
Selective listening

Short attention span

Prejudgment and defensiveness Little common ground Memory barriers
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Business Communication Today, 9e Chapter 2 - 25

Nonverbal Communication
Complement verbal communication
Reveal the truth

Convey information efficiently

Prentice Hall, 2008

Business Communication Today, 9e

Chapter 2 - 26

Recognizing Nonverbal Communication

Facial expressions
Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space
Prentice Hall, 2008
Business Communication Today, 9e Chapter 2 - 27

Maximizing Nonverbal Communication Skills

Note facial expressions
Watch gestures and postures Listen for vocal characteristics Recognize physical appearance Be careful with physical contact Observe use of time and space
Prentice Hall, 2008
Business Communication Today, 9e Chapter 2 - 28