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Mastering Interpersonal

Communication

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Improve Team Performance

Clarify purpose

Communicate effectively

Build consensus

Think creatively

Stay focused Resolve conflict

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Overview of Teams

Advantages

More information

Diversity of views

Support for solutions

Improved performance

Disadvantages

Groupthink

Hidden agendas

Free riders

High costs

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Collaborative Writing

Select collaborators

Agree on project goals

Avoid writing as a group

Verify tools and techniques

Take time to bond before starting Clarify responsibilities and processes

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Online Collaboration

Content management systems andwikis

Groupware and shared workspaces

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Develop Etiquette Skills

Business settings

Social settings

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In Business Settings

First impression

Personal appearance

A genuine smile

Telephone skills

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In Social Settings

First impressions

Personal introductions

Appropriate discussions

Business meals

Mobile phones

Online activities

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Productive Meetings

Preparation

Leadership

Technology

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Preparing for Meetings

Identify your purpose

Select participants

Choose the time and facility

Set the agenda

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Leading and Participating

Stay on track

Follow the rules

Invite participation

Participate actively

Close effectively

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Meeting Technologies

Virtual teams

Virtual meetings

Teleconferencing

Videoconferencing

Web-based systems

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Improving Listening Skills

Build relationships

Promote innovation

Manage diversity

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Types of Listening

Content listening

Critical listening

Empathic listening

Active listening

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The Listening Process

Receiving

Decoding

Remembering

Evaluating

Responding

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Barriers to Listening

Physical reception

Selective listening

Prejudgment

Selective perception

Little common ground

Memory problems

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Nonverbal Communication

Complement language

Reveal the truth

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Categories of Nonverbal

Communication Facial expressions

Gestures and posture

Vocal characteristics

Personal appearance

Touching behavior

Time and space