Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Focusing on Interpersonal and Group Communication

Business Communication, 15eLehman and DuFrene

Chapter 2Lecture Slides

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

• Maslow’s Hierarchy of Needs• Stroking • Johari Window• McGregor’s Theory

X and Y• Hersey and Blanchard’s

Situational Leadership Model

Behavioral TheoriesImpact Communication

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Maslow’s Hierarchy of Needs

Physiological needs

Security and safety needs

Social needs

Ego needs

Self-actualization needs

McGregor’s Management Styles

• Workers inherently _______ work

• Talent is _________ distributed among only a few

• Workers will do as ______ _______ as they are required to do

• Workers like ___________ work

• Talent is _______ distributed throughout the workforce

• Workers can be motivated to work _____________

Theory YTheory X

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

dislikenarrowly

little

challenging

work

widely

independently

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Hersey and Blanchard’s Situational Leadership Model

Directive behavior

Supportive behavior

Leadership style must be appropriate for the follower and the task being performed.

vs.

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Trust Leads to Reciprocal Sharing Depicted in Expanded Open Area in Johari Window

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

• Metacommunication

• Visual

• Vocal

Nonverbal Communication Conveys Added Meaning

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Understanding Nonverbal Messages

• Cannot be _______• Vary between _______ and cultures• May be __________ or unintentional,

_________ or harmful• May __________ and receive more

attention than the verbal message

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

What type of listening are you engaged in at this time?

1. Casual listening

2. Listening for information

3. Intensive listening

4. Empathetic listening

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Bad Listening Habits

• Faking attention• Allowing disruptions• Overlistening• Stereotyping• Dismissing subjects

as uninteresting• Failing to observe

nonverbal aids

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Effective Listeners . . .

• Minimize distractions • Get in touch with the speaker• Show active involvement; do not

interrupt• Ask reflective questions • Send probing prompts to the

speaker• Use lag time wisely

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Characteristics of Effective Groups

• Common goals• Role perception• Longevity• Size• Status• Group norms• Leadership

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Group Roles

• Isolator • Dominator • Free rider • Detractor• Digressor • Airhead • Socializer

• Facilitator• Harmonizer• Record keeper• Reporter• Leader

Negative Positive

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Stages of Team Development

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Team Behaviors

• Commitment — focus on ________, values, goals, and expectations

• Cooperation — share a sense of ________

• Communication — know that ___________ must flow smoothly

• Contribution — expect all members to share _______ and _____with the team

mission

purpose

information

skillsabilities

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Face-to-Face Meetings

• Provide rich, nonverbal cues

• Are preferred when dealing with sensitive issues

• Are beneficial for rapport

• Pose logistical issues of time, place, and schedules

• May be dominated by aggressive and high-status members

Advantages Disadvantages

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Electronic Meetings

• Assist with geographically scattered groups

• Speed up meeting follow-up activities

• Place all participants on a more even level

• Cannot replace face-to-face contact for some meetings

• Can make consensus harder to reach

• Are dependent upon keyboarding skills

Advantages Disadvantages

Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western

Suggestions for Effective Meetings

• Limit meeting ______ and _________

• Make ___________ arrangements

• Distribute the _______ in advance

• Encourage ___________

• Maintain _____

• Manage _______ and seek consensus

• Prepare thorough _______