© prentice hall business communication today, 9echapter 2 - 1 communicating in teams and mastering...

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© Prentice Hall Business Communication Today, 9e Chapter 2 - 1 Communicating Communicating in Teams and Mastering in Teams and Mastering Listening and Listening and Nonverbal Nonverbal Communication Skills Communication Skills

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© Prentice Hall

Business Communication Today, 9e Chapter 2 - 1

Communicating Communicating in Teams and Mastering in Teams and Mastering

Listening and Listening and Nonverbal Nonverbal

Communication SkillsCommunication Skills

© Prentice Hall Business Communication Today, 9e Chapter 2 - 2

Improving Your Improving Your Performance in TeamsPerformance in Teams

• Team– Two or more people

– Share mission/responsibility

– Working toward a goal

• Formal– Committees

• Informal– Task forces and problem-solving teams

© Prentice Hall Business Communication Today, 9e Chapter 2 - 3

Overview of TeamsOverview of Teams

AdvantagesAdvantages

•Increased information Increased information

•Diversity of viewsDiversity of views

•Accepting solutionsAccepting solutions

•Performance levelsPerformance levels

DisadvantagesDisadvantages

•GroupthinkGroupthink

•Hidden agendasHidden agendas

•Free ridersFree riders

•High costsHigh costs

© Prentice Hall Business Communication Today, 9e Chapter 2 - 4

Characteristics of Effective Characteristics of Effective TeamsTeams

• Clear objective

• Sense of purpose

• Open communication

• Consensus decision making

• Creative thinking

• Conflict resolution

© Prentice Hall Business Communication Today, 9e Chapter 2 - 5

Collaborative Writing Collaborative Writing GuidelinesGuidelines

• Select members carefully

• Agree on project goals

• Take time to bond

• Clarify individual responsibilities

© Prentice Hall Business Communication Today, 9e Chapter 2 - 6

Collaborative Writing Collaborative Writing GuidelinesGuidelines

• Set clear processes

• Avoid group writing

• Ensure compatibility

• Check progress often

© Prentice Hall Business Communication Today, 9e Chapter 2 - 7

Collaborative Writing Collaborative Writing TechnologiesTechnologies

• Websites more control– Organization– Workflow– Content

• Wikis more flexibility– Organization– Workflow– Content

© Prentice Hall Business Communication Today, 9e Chapter 2 - 8

Group DynamicsGroup Dynamics

• Roles that team members assume

• Phase of team development

• Success in resolving conflict

• Success in overcoming resistance

© Prentice Hall Business Communication Today, 9e Chapter 2 - 9

Assuming Team RolesAssuming Team Roles

• Self-oriented– Controlling, withdrawing, diverting, seeking attention

• Team-maintenance– Encouraging, harmonizing, compromising

• Task-oriented– Initiating, information giving or seeking, coordinating,

procedure setting

© Prentice Hall Business Communication Today, 9e Chapter 2 - 10

Team EvolutionTeam Evolution

• Orientation

• Conflict

• Brainstorming

• Emergence

• Reinforcement

© Prentice Hall Business Communication Today, 9e Chapter 2 - 11

Sources of Team ConflictSources of Team Conflict

• Scarce resources

• Task responsibilities

• Incompatible ideas

• Poor communication

• Attitudes and values

• Power struggles

• Conflicting goals

© Prentice Hall Business Communication Today, 9e Chapter 2 - 12

Types of ConflictTypes of Conflict

• Constructive (win-win)

– Exposes issues

– Boosts involvement

– Generates ideas

• Destructive (win-lose, or lose-lose)

– Diverts energy

– Destroys morale

– Divides the team

© Prentice Hall Business Communication Today, 9e Chapter 2 - 13

Resolving ConflictResolving Conflict

• Proaction

• Communication

• Openness

• Research

• Flexibility

• Fair play

• Alliance

© Prentice Hall Business Communication Today, 9e Chapter 2 - 14

Overcoming ResistanceOvercoming Resistance

• Express understanding

• Bring resistance into the open

• Evaluate objections fairly

• Withhold arguments

© Prentice Hall Business Communication Today, 9e Chapter 2 - 15

Etiquette in Team Etiquette in Team SettingsSettings

• In the workplace

• In social settings

© Prentice Hall Business Communication Today, 9e Chapter 2 - 16

Workplace EtiquetteWorkplace Etiquette

• Appearance and grooming

• A genuine smile

• Telephone skills

© Prentice Hall Business Communication Today, 9e Chapter 2 - 17

Etiquette in Social Etiquette in Social

SettingsSettings• First impressions

• Personal introductions

• Dining etiquette

• Misuse of mobile phones

• Inappropriate topics

© Prentice Hall Business Communication Today, 9e Chapter 2 - 18

Productive MeetingsProductive Meetings

• Preparation

• Efficiency

• Technology

© Prentice Hall Business Communication Today, 9e Chapter 2 - 19

Preparing for MeetingsPreparing for Meetings

• Decide on the purpose

• Select participants

• Choose the location

• Set and follow an agenda

© Prentice Hall Business Communication Today, 9e Chapter 2 - 20

Leading and Leading and ParticipatingParticipating

• Stay on track

• Follow the rules

• Promote participation

• Participate actively

• Close effectively

© Prentice Hall Business Communication Today, 9e Chapter 2 - 21

Meeting TechnologiesMeeting Technologies

• Virtual teams

• Virtual meetings

• Groupware

© Prentice Hall Business Communication Today, 9e Chapter 2 - 22

Improving Listening Improving Listening

SkillsSkills• Strengthen relationships

• Expedite product delivery

• Highlight opportunities

• Support workplace diversity

• Build foundation for trust

• Enhance performance

© Prentice Hall Business Communication Today, 9e Chapter 2 - 23

Types of ListeningTypes of Listening

• Content listening

• Critical listening

• Empathetic listening

• Active listening

© Prentice Hall Business Communication Today, 9e Chapter 2 - 24

The Listening ProcessThe Listening Process

• Receiving

• Decoding

• Remembering

• Evaluating

• Responding

© Prentice Hall Business Communication Today, 9e Chapter 2 - 25

Barriers to ListeningBarriers to Listening

• Physical elements

• Selective listening

• Short attention span

• Prejudgment and defensiveness

• Little common ground

• Memory barriers

© Prentice Hall Business Communication Today, 9e Chapter 2 - 26

Nonverbal Nonverbal CommunicationCommunication

• Complement verbal communication

• Reveal the truth

• Convey information efficiently

© Prentice Hall Business Communication Today, 9e Chapter 2 - 27

Recognizing Nonverbal Recognizing Nonverbal CommunicationCommunication

• Facial expressions

• Gestures and posture

• Vocal characteristics

• Personal appearance

• Touching behavior

• Use of time and space

© Prentice Hall Business Communication Today, 9e Chapter 2 - 28

Maximizing Nonverbal Maximizing Nonverbal Communication SkillsCommunication Skills

• Note facial expressions

• Watch gestures and postures

• Listen for vocal characteristics

• Recognize physical appearance

• Be careful with physical contact

• Observe use of time and space