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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 1

CommunicatingCommunicating

in Teams and Masteringin Teams and Mastering

Listening and NonverbalListening and NonverbalCommunication SkillsCommunication Skills

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 2

Improving YourImproving Your

Performance in TeamsPerformance in Teams

Formal

Permanent Committees

Plan strategy

Review results

Handle employee issues

Informal

Task Forces and

Problem-Solving Teams

Solve problems

Handle specific issues

Encourage participation

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 3

Overview of TeamsOverview of Teams

AdvantagesAdvantages DisadvantagesDisadvantages

Increased InformationIncreased Information

Diversity of ViewsDiversity of Views

Acceptance of SolutionsAcceptance of Solutions

Levels of PerformanceLevels of Performance

GroupthinkGroupthink

Hidden AgendasHidden Agendas

Free RidersFree Riders

High CostsHigh Costs

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 4

Effective TeamsEffective Teams

Clear objective

Sense of purpose

Open communication

Shared decision making

Creative thinking

Conflict resolution

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 5

CollaborativeCollaborative

WritingWriting

Clarify Processes

Avoid Group Writing

Ensure Compatibility

Check Progress Often

Select Members

Agree on Goals

Take Time to Bond

Clarify Responsibilities

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 6

CollaborativeCollaborative

Writing TechnologiesWriting Technologies

Contr

ol

More Less

CollaborationLess MoreW

ebsites W

ikis

Organization Content Workflow

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 7

Group DynamicsGroup Dynamics

Team RolesTeam RolesTeam RolesTeam Roles

Team DevelopmentTeam DevelopmentTeam DevelopmentTeam Development

Conflict & ResistanceConflict & ResistanceConflict & ResistanceConflict & Resistance

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 8

Assuming Team RolesAssuming Team Roles

Self-Oriented

Group-Maintenance

Task-Oriented

Initiating andCoordinating

Seeking Information

Setting Procedures

Encouraging

Harmonizing

Compromising

Controlling andDiverting

Withdrawing

Seeking Attention

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 9

Allowing for TeamAllowing for Team

EvolutionEvolution

1. Orientation

2. Conflict

3. Brainstorming

4. Emergence

5. Reinforcement

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 10

Sources of Team ConflictSources of Team Conflict

Poor Communication

Task Responsibilities

Attitudes and Values

Scarce Resources

Incompatible Ideas

Conflicting Goals

Power Struggles

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 11

Types of Team ConflictTypes of Team Conflict

ConstructiveConstructive

Win-Win StrategyWin-Win Strategy

DestructiveDestructive

Win-Lose or Lose-Lose OutcomeWin-Lose or Lose-Lose Outcome

Exposes IssuesExposes Issues

Boosts InvolvementBoosts Involvement

Generates IdeasGenerates Ideas

Diverts EnergyDiverts Energy

Destroys MoraleDestroys Morale

Divides the TeamDivides the Team

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 12

Resolving TeamResolving Team

ConflictConflictProaction

Communication

Openness

Research

Flexibility

Fair Play

Alliance

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 13

Express UnderstandingExpress Understanding

Uncover ResistanceUncover Resistance

Evaluate ObjectionsEvaluate Objections

Withhold ArgumentsWithhold Arguments

OvercomingOvercoming

ResistanceResistance

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 14

PreparationPreparation

EfficiencyEfficiency

TechnologyTechnology

Productive MeetingsProductive Meetings

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 15

ParticipantsParticipantsPurposePurpose

Time andTime and

PlacePlaceAgendaAgenda

Preparing forPreparing for

MeetingsMeetings

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 16

Stay on trackStay on track

Follow the rulesFollow the rules

Invite participationInvite participation

Participate activelyParticipate actively

Close effectivelyClose effectively

Leading andLeading and

ParticipatingParticipating

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 17

MeetingMeeting

TechnologiesTechnologies

Teleconferencing

Web-Based MeetingsVirtual Whiteboards Videoconferencing

Instant Messaging Virtual Meetings

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 18

Improving ListeningImproving Listening

SkillsSkillsStrengthen relationshipsStrengthen relationships

Speed product deliverySpeed product delivery

Highlight opportunitiesHighlight opportunities

Support diversitySupport diversity

Promote trustPromote trust

Enhance performanceEnhance performance

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 19

Types of ListeningTypes of Listening

ContentContent

CriticalCritical

EmpatheticEmpathetic

ActiveActive

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 20

The ListeningThe Listening

ProcessProcess

Feedback

2. Decoding2. Decoding2. Decoding2. Decoding 3. Remembering3. Remembering3. Remembering3. Remembering1. Receiving1. Receiving1. Receiving1. Receiving

4. Evaluating4. Evaluating4. Evaluating4. Evaluating5. Responding5. Responding5. Responding5. Responding

Message

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 21

Barriers to ListeningBarriers to Listening

PhysicalPhysical

ReceptionReception

PhysicalPhysical

ReceptionReception

SelectiveSelective

ListeningListening

SelectiveSelective

ListeningListening

Prejudgment orPrejudgment or

DefensivenessDefensiveness

Prejudgment orPrejudgment or

DefensivenessDefensiveness

SelectiveSelective

PerceptionPerception

SelectiveSelective

PerceptionPerceptionLittle CommonLittle Common

GroundGround

Little CommonLittle Common

GroundGroundMemoryMemory

ProblemsProblems

MemoryMemory

ProblemsProblems

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 22

NonverbalNonverbal

CommunicationCommunicationComplement Verbal Language

Reveal Hidden Meanings

Convey Information Efficiently

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 23

Recognizing NonverbalRecognizing Nonverbal

CommunicationCommunication

PersonalPersonal

AppearanceAppearance

PersonalPersonal

AppearanceAppearanceTouchingTouching

BehaviorBehavior

TouchingTouching

BehaviorBehaviorTimeTime

and Spaceand Space

TimeTime

and Spaceand Space

FacialFacialExpressionsExpressions

FacialFacialExpressionsExpressions

GesturesGesturesand Postureand PostureGesturesGestures

and Postureand PostureVocalVocal

CharacteristicsCharacteristicsVocalVocal

CharacteristicsCharacteristics

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 24

Note facial expressionsNote facial expressions

Watch gestures and posturesWatch gestures and postures Listen for vocal characteristicsListen for vocal characteristics

Recognize physical appearanceRecognize physical appearance

Be careful with physical contactBe careful with physical contact

Observe use of time and spaceObserve use of time and space

Maximizing NonverbalMaximizing Nonverbal

CommunicationCommunication

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 25

Practice BusinessPractice Business

EtiquetteEtiquette

In the Workplace

In Social Settings

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 26

Etiquette in theEtiquette in the

WorkplaceWorkplaceFirst ImpressionsFirst Impressions

Personal AppearancePersonal Appearance

A Genuine SmileA Genuine Smile

Telephone SkillsTelephone Skills

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Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 27

Etiquette in SocialEtiquette in Social

SettingsSettings

Dining EtiquetteDining EtiquetteDining EtiquetteDining EtiquetteMisuse ofMisuse of

Mobile PhonesMobile Phones

Misuse ofMisuse of

Mobile PhonesMobile PhonesInappropriateInappropriate

TopicsTopics

InappropriateInappropriate

TopicsTopics

FirstFirstImpressionsImpressions

FirstFirstImpressionsImpressions PersonalPersonalIntroductionsIntroductionsPersonalPersonalIntroductionsIntroductions