Mastering Interpersonal Communication

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 2 - 1

Communicating in Teams
Problem-Solving

Task Forces

Committees
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Overview of Teams
Advantages
Increased Information Diversity of Views Support for Solutions Improved Performance

Disadvantages
Time Issues Groupthink Hidden Agendas Increased Costs
Chapter 2 - 3

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Effective Teams
Have a clear objective
Share a sense of purpose

Communicate openly and honestly

Reach decisions by consensus Think in creative ways Know how to resolve conflict
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Ineffective Teams
Communication Issues Suspicion and Lack of Trust

Waste Time and Money Generate Low-Quality Work Breed Frustration

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Collaborative Writing
Select Collaborators
Agree on Goals Take Time to Bond

Clarify Processes
Avoid Group Writing Ensure Compatibility

Clarify Responsibilities Check Progress Often

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Writing Technologies
Content Management

Wiki Site
Groupware Shared Workspaces
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Group Dynamics
Team Roles

Team Development

Conflict & Resistance

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Assuming Team Roles

SelfOriented
Controlling and Diverting Withdrawing Seeking Attention

TeamMaintenance
Encouraging Harmonizing Compromising

TaskOriented
Initiating and Coordinating Seeking Information Setting Procedures
Chapter 2 - 9

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Phases of Team Evolution

General Framework
1 2

Orientation
3 4

Conflict
5

Brainstorming

Emergence

Reinforcement
Chapter 2 - 10

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Types of Team Conflict

Constructive
Win-Win Strategy

Destructive
Win-Lose or Lose-Lose Outcome

Exposes Issues Boosts Involvement Generates Ideas

Diverts Energy Destroys Morale Divides the Team

Chapter 2 - 11

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Resolving Team Conflict

Proaction Fair Play Communication Alliance Openness
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Research

Flexibility

Overcoming Resistance
Express Understanding
Uncover Resistance Evaluate Objections Withhold Arguments
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Networking Technologies
Social Networks
Virtual Communities
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Productive Meetings
Preparation
Face-to-Face Meetings

Efficiency Technology

Virtual Meetings

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Chapter 2 - 15

Purpose

Participants

Preparing for Meetings

Time and Place
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Agenda
Chapter 2 - 16

Leading and Participating

Stay on Track Follow the Rules

Invite Participation

Participate Actively

Close Effectively
Chapter 2 - 17

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Meeting Technologies
Virtual Teams
Virtual Meetings

Teleconferences
Videoconferences Web-Based Systems
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Effective Listening Skills

Relationships
Product Delivery Opportunities Diversity
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Types of Listening
Content Critical

Empathic
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Active
Chapter 2 - 20

The Listening Process

Message

Receiving

Decoding

Remembering

Responding
Feedback
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Evaluating

Chapter 2 - 21

Barriers to Listening
Interruptions
Selective listening Selective perception Language or experience Memory problems
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Nonverbal Communication
Support Words
Weaken Words Replace Words
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Categories of Nonverbal Communication

Facial Expressions Gestures and Posture

Vocal Characteristics

Personal Appearance

Touching Behavior

Time and Space

Chapter 2 - 24

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Using Nonverbal Communication Effectively

When Talking When Not Talking

When Listening
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Business Etiquette
The Workplace
Social Settings Online
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Etiquette in the Workplace

Personal Appearance
Personal Grooming Personal Demeanor Telephone Skills
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Etiquette in Social Settings

Appearance and Actions

Personal Introductions

Business Meals

Mobile Phones

Inappropriate Topics
Chapter 2 - 28

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Business Etiquette Online

Learn the basics of online etiquette
Avoid personal attacks

Stay focused on the original topic

Do not present opinions as facts Follow grammar and spelling rules Use virus protection
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Business Etiquette Online

Ask permission before IM chatting
Control language and emotions

Avoid multitasking and IM

Never assume privacy Avoid reply all in email Do not waste other peoples time
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Mastering Interpersonal Communication

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 2 - 31