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Chapter 2Chapter 2
Mastering Team Skills and Interpersonal Communication
Learning ObjectivesLearning Objectives1. List the advantages and disadvantages of working in
teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics
2. Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback
3. List the steps needed to ensure productive team meetings
4. Identify the major technologies used to enhance or replace in-person meetings
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Learning ObjectivesLearning Objectives5. Identify three major modes of listening, describe the
listening process, and explain the problem of selective listening
6. Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression
7. Explain the importance of business etiquette, and identify three key areas in which good etiquette is essential
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Communicating Effectively in Communicating Effectively in TeamsTeams
Communicating Effectively in Communicating Effectively in TeamsTeams
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Communicating in TeamsCommunicating in Teams
Problem SolvingProblem Solving
Task ForcesTask Forces
CommitteesCommittees
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Advantages Disadvantages
• Increased Information
• Diversity of Views
• Support for Solutions
• Improved Performance
• Time Issues
• Groupthink
• Hidden Agendas
• Increased Costs
Advantages and Advantages and Disadvantages of TeamsDisadvantages of Teams
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Characteristics of Characteristics of Effective TeamsEffective 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
Group DynamicsGroup Dynamics
• Team Roles
• Team Development
• Resolving Conflict
• Overcoming Resistance
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Self-Oriented
Team-Maintenance
Task-Oriented
Initiating andCoordinatingInitiating andCoordinating
Seeking InformationSeeking Information
Setting ProceduresSetting Procedures
EncouragingEncouraging
HarmonizingHarmonizing
CompromisingCompromising
Controllingand DivertingControlling
and Diverting
WithdrawingWithdrawing
Seeking AttentionSeeking Attention
Assuming Team RolesAssuming Team Roles
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Phases of Team Phases of Team DevelopmentDevelopment
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Proactive Behavior
Communication
Openness
Research
Flexibility
Fair Play
Alliance
Resolving Team ConflictResolving Team Conflict
Overcoming ResistanceOvercoming Resistance
• Express Understanding
• Uncover Resistance
• Evaluate Objections
• Withhold Arguments
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Summary of ObjectivesSummary of Objectives
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Collaborating on Collaborating on Communication EffortsCommunication Efforts
Collaborating on Collaborating on Communication EffortsCommunication Efforts
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Clarify Processes
Avoid Group Writing
Ensure Compatibility
Check Progress Often
Select Collaborators
Agree on Goals
Take Time to Bond
Clarify Responsibilities
Guidelines for Guidelines for Collaborative WritingCollaborative Writing
Collaborative Collaborative TechnologiesTechnologies
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Content ManagementContent Management
Wiki WebsiteWiki Website
GroupwareGroupware
Shared WorkspacesShared Workspaces
• Discuss Improvements
• Be Specific
• Keep Feedback Impersonal
• Verify Understanding
• Time Feedback Carefully
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Giving Constructive Giving Constructive FeedbackFeedback
Summary of ObjectivesSummary of Objectives
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Making Your Meetings More Making Your Meetings More ProductiveProductive
Making Your Meetings More Making Your Meetings More ProductiveProductive
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PreparationPreparationPreparationPreparation
EfficiencyEfficiencyEfficiencyEfficiency
TechnologyTechnologyTechnologyTechnology
VirtualMeetingsVirtual
MeetingsFace-to-Face
MeetingsFace-to-Face
Meetings
Making Your Meetings Making Your Meetings More ProductiveMore Productive
Preparing For MeetingsPreparing For Meetings
• Purpose
• Participants
• Time and Place
• Agenda
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Stay onTrack
Stay onTrack
Follow the Rules
Follow the Rules
InviteParticipation
InviteParticipation
ParticipateActively
ParticipateActively
CloseEffectively
CloseEffectively
Conducting and Conducting and Contributing to Effective Contributing to Effective
MeetingsMeetings
Summary of ObjectivesSummary of Objectives
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Using Meeting TechnologiesUsing Meeting TechnologiesUsing Meeting TechnologiesUsing Meeting Technologies
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Using Meeting Using Meeting TechnologiesTechnologies
• Virtual Meetings
• Teleconferences
• Videoconferences
• Web-Based Systems
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Summary of ObjectivesSummary of Objectives
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Improving Your Listening Improving Your Listening SkillsSkills
Improving Your Listening Improving Your Listening SkillsSkills
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The Importance of The Importance of Listening SkillsListening Skills
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Relationships, Opportunities, Diversity Relationships, Opportunities, Diversity
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Recognizing Types of Recognizing Types of ListeningListening
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RespondingRespondingRespondingResponding5
Feedback
Message
ReceivingReceivingReceivingReceiving1
DecodingDecodingDecodingDecoding2
RememberingRememberingRememberingRemembering3
EvaluatingEvaluatingEvaluatingEvaluating4
Understanding The Understanding The Listening ProcessListening Process
• Selective Listening
• Selective Perception
• Memory Problems
Overcoming Barriers to Overcoming Barriers to Effective ListeningEffective Listening
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Summary of ObjectivesSummary of Objectives
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Improving Your Nonverbal Improving Your Nonverbal Communication SkillsCommunication Skills
Improving Your Nonverbal Improving Your Nonverbal Communication SkillsCommunication Skills
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Strengthen Words
Weaken Words
Replace Words
Understanding Understanding Nonverbal Nonverbal
Communication Communication
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Recognizing Nonverbal Recognizing Nonverbal CommunicationCommunication
Summary of ObjectivesSummary of Objectives
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Developing Your Business Developing Your Business EtiquetteEtiquette
Developing Your Business Developing Your Business EtiquetteEtiquette
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The Importance of The Importance of Business EtiquetteBusiness Etiquette
Etiquette In The Etiquette In The WorkplaceWorkplace
• Personal Appearance
• Personal Grooming
• Personal Demeanor
• Telephone Skills
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Etiquette in Social Etiquette in Social SettingsSettings
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• Avoid personal attacks
• Stay focused on the original topic
• Do not present opinions as facts
• Follow grammar and spelling rules
• Use virus protection
Business Etiquette Business Etiquette OnlineOnline
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• 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 people’s time
Business Etiquette Business Etiquette OnlineOnline
Summary of ObjectivesSummary of Objectives
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Chapter 2Chapter 2
Mastering Team Skills and Interpersonal Communication
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