Mastering

Interpersonal
Communication

Copyright 2012 Pearson Education

Chapter 2 - 1

Learning Objectives
Communicating effectively in teams
Communicating collaboratively
Making meetings more productive
Reviewing online meeting technologies
Improving listening skills
Improving nonverbal communication
Developing business etiquette
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Chapter 2 - 2

Communicating
Effectively in Teams

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Advantages of Teams
Information and knowledge
Diversity of viewpoints
Acceptance of solutions
Levels of performance

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Disadvantages of Teams
Groupthink
Cost issues
Hidden agendas

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Traits of 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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Group Dynamics
Team roles
Team evolution
Conflict resolution
Degree of resistance

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Assuming Team Roles

Self-oriented
Team-maintenance
Task-oriented

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Team Evolution
1. Orientation
2. Conflict
3. Brainstorming
4. Emergence
5. Reinforcement

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Resolving Team Conflict

Proaction
Communication
Openness
Research
Flexibility
Fair play
Alliance

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Overcoming Resistance
Express understanding
Make people aware of their resistance
Evaluate others objections fairly
Withhold arguments until the other
person is ready for them

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Collaborating on
Communication Efforts

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Collaborative Writing
Select Collaborators

Clarify Processes

Agree on Goals

Avoid Group Writing

Take Time to Bond

Ensure Compatibility

Clarify Responsibilities Check Progress Often

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Collaborative Technology
Review and editing
Content management
Wikis
Groupware
Shared workspaces
Cloud computing
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Chapter 2 - 14

Social Networks
Profiles
Connections

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Virtual Communities
Identify the best people
Accumulate knowledge
Maintain the community

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Workplace Feedback
Constructive
Destructive

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Chapter 2 - 17

Making Your Meetings

More Productive

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Productive Meetings
Purpose
Participants
Time and location
Agenda

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Efficient Meetings
Keep the meeting on track
Follow agreed-upon rules
Encourage participation
Participate in an active way
Close the meeting effectively
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Using Meeting
Technologies

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Chapter 2 - 21

Meeting Technology
Virtual teamwork & virtual meetings
Planning the meetings
Diligence during the meetings

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Chapter 2 - 22

Improving Your Listening

Skills

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Types of Listening
Content listening
Critical listening
Empathic listening
Active listening

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The Listening Process

1. Receiving
2. Decoding
3. Remembering
4. Evaluating
5. Responding

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Barriers to Listening
Interrupting speakers
Creating distractions
Selective listening
Selective perception
Language or experience
Memory issues
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Improving Your
Nonverbal
Communication Skills

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Nonverbal Categories
Facial expressions
Gestures and posture
Vocal characteristics
Personal appearance
Touching behavior
Time and space
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Effective Nonverbal
Communication
When talking
When not talking
When listening

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Developing Your
Business Etiquette

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In the Workplace
First impressions
Personal appearance
Personal demeanor
Telephone skills or habits

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In Social Settings
First impressions
Personal introductions
Business meals
Mobile phones

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Chapter 2 - 32

Online Communication
Avoid personal attacks
Stay focused on the original topic
Do not present opinions as facts
Follow grammar and spelling rules
Use virus protection
Ask permission before chatting
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Chapter 2 - 33

Online Communication
Control language and emotions
Avoid multitasking and IM
Never assume privacy
Avoid reply all in email
Do not waste other peoples time
Respect personal boundaries
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Chapter 2 - 34

All rights reserved. No part of this publication may be reproduced, stored in a

retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.

Copyright 2012 Pearson Education

Chapter 2 - 35