© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 1

Communicating in Communicating in Teams and Mastering Teams and Mastering Listening, Nonverbal Listening, Nonverbal Communication, and Communication, and

Etiquette SkillsEtiquette Skills

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 2

Working in TeamsWorking in Teams

Two or MoreTwo or MorePeoplePeople

SharedSharedResponsibilityResponsibility

Common Common GoalGoal

SharedSharedMission Mission

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 3

Workplace TeamsWorkplace Teams

Task ForcesTask Forces

CommitteesCommittees

Virtual TeamsVirtual Teams

Problem SolvingProblem Solving

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 4

Overview of TeamsOverview of TeamsAdvantagesAdvantages

Information & knowledgeInformation & knowledge

Diversity of viewsDiversity of views

Acceptance of solutionsAcceptance of solutions

PerformancePerformance

DisadvantagesDisadvantages

GroupthinkGroupthink

Hidden agendasHidden agendas

Free ridersFree riders

High costsHigh costs

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 5

Group DynamicsGroup Dynamics

RulesRules

NormsNorms

IdentityIdentity

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 6

Team-Member RolesTeam-Member Roles

•Controlling

•Withdrawing

•Attention Seeking

•Diverting

•Encouraging

•Harmonizing

•Compromising

•Initiating

•Information Seeking

•Coordinating

•Procedure Setting

Self-Oriented

Group-Maintenance

Task-Facilitating

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 7

Team Decision Team Decision MakingMaking

• OrientationOrientation

• ConflictConflict

• BrainstormingBrainstorming

• EmergenceEmergence

• ReinforcementReinforcement

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 8

Conflict in TeamsConflict in Teams• Scarce resources

• Task responsibilities

• Poor communication

• Attitudes and values

• Power struggles

• Conflicting goals

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 9

Types of ConflictTypes of ConflictConstructiveConstructive DestructiveDestructive

Exposes IssuesExposes Issues

Boosts InvolvementBoosts Involvement

Generates IdeasGenerates Ideas

Diverts EnergyDiverts Energy

Destroys MoraleDestroys Morale

Divides the TeamDivides the Team

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 10

Conflict ResolutionConflict ResolutionStrategiesStrategies

Win-LoseWin-Lose Win-WinWin-Win Lose-LoseLose-Lose

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 11

Overcome Overcome ResistanceResistance

• Express understanding

• Raise awareness

• Evaluate objections

• Withhold arguments

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 12

EffectiveTeams

CollaborativeRelationships

ClearPurpose

CreativeThinking

FocusedEfforts

OpenCommunication

ConflictResolution

ConsensusDecisionMaking

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 13

Collaborative WritingCollaborative WritingTeam Members

Strong Leadership

Cooperation

Clear Goals

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 14

Collaborative WritingCollaborative WritingSolid Commitment

Clear Responsibility

Prompt Action

Appropriate Technology

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 15

Critiquing WritingCritiquing Writing

• Clear instructions

• Purpose of the document

• Correct factual material

• Unambiguous language

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 16

PurposePurpose

PRODUCTIVEPRODUCTIVEMEETINGSMEETINGS

ParticipantsParticipants

AgendaAgenda LocationLocation

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 17

Effective MeetingsEffective MeetingsFocus

Procedures

Participation

Closing

Follow-Up

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 18

ListeningListening45%45%

WritingWriting9%9%

ReadingReading16%16%

SpeakingSpeaking30%30%

ReceivingSe

ndin

g

Usage of Business Communication ChannelsUsage of Business Communication Channels

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 19

The Listening ProcessThe Listening Process

InterpretingInterpreting RememberingRememberingReceivingReceiving

EvaluatingEvaluatingRespondingResponding

Feedback

Message

Message

Message

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 20

Barriers to ListeningBarriers to ListeningPhysical Distractions

Poor Note Taking

Self-Centeredness

Speech/Though Disparity

Differing Viewpoints

Prejudgment

Selective Listening

Inappropriate Reaction

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 21

Benefits of ListeningBenefits of Listening

RecognizeRecognizeInnovationInnovation

ManageManageDiversityDiversity

Gain aGain aPersonal EdgePersonal Edge

StrengthenStrengthenRelationshipsRelationships

EnhanceEnhanceProductivityProductivity

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 22

Listening GuidelinesListening GuidelinesMatch Listening Style to Speaker PurposeMatch Listening Style to Speaker Purpose

Minimize Physical DistractionsMinimize Physical Distractions

Practice Active ListeningPractice Active Listening

Provide Appropriate FeedbackProvide Appropriate Feedback

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 23

Basic CommunicationBasic CommunicationVe

rbal

Non

verb

al

Structure Intent

More SpontaneousLess Control

Conscious PurposeMore Control

Nonverbal

Verbal

Less StructuredHarder to Classify

More StructuredEasier to Study

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 24

Types of Nonverbal Types of Nonverbal CommunicationCommunication

FacialFacialExpressionsExpressions

GesturesGesturesand Postureand Posture

Touching Touching BehaviorBehavior

PersonalPersonalAppearanceAppearance

Use of Use of Time and SpaceTime and Space

Vocal Vocal CharacteristicsCharacteristics

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 25

Functions of Nonverbal Functions of Nonverbal CommunicationCommunication

• Reinforcement• Negation• Substitution• Intensification• Regulation

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 26

Detecting the TruthDetecting the TruthUneven Uneven SpeechSpeech

SquirmingSquirming

ComfortComfortGesturesGestures

DistancingDistancing

Raised Raised PitchPitch

MicroMicroExpressionsExpressions

Response Response TimeTime

Gap Gap FillingFilling

Eye Eye ContactContact

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 27

Maximizing CredibilityMaximizing Credibility

Eye BehaviorEye Behavior

PosturePosture

GesturesGestures

VoiceVoice

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 28

Improving Business Improving Business EtiquetteEtiquette

AppearanceAppearance InteractionsInteractions

PersonalPersonalGroomingGrooming

Wardrobe & Wardrobe & AccessoriesAccessories

Face-to-Face-to-FaceFace

Over the Over the TelephoneTelephone

Workplace BehaviorsWorkplace Behaviors

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 29

Workplace AppearanceWorkplace AppearanceSmooth and FinishedSmooth and Finished

Elegant and RefinedElegant and Refined

Crisp and StarchyCrisp and Starchy

Up-to-the Minute TrendyUp-to-the Minute Trendy

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 30

Face-to-Face Face-to-Face InteractionsInteractions

SmilingSmiling

Shaking HandsShaking Hands

Making IntroductionsMaking Introductions

Sharing MealsSharing Meals

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 31

Telephone InteractionsTelephone Interactions

Use VerbalUse VerbalResponsesResponses

Vary PitchVary Pitchand Inflectionand Inflection

IncreaseIncreaseVolume SlightlyVolume Slightly

Speak to BeSpeak to BeUnderstoodUnderstood

Speaking

Listening

Attitude

Tone

of V

oice

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 32

Receiving Phone Receiving Phone CallsCalls

Answer PromptlyAnswer PromptlyWith a SmileWith a Smile

Identify YourselfIdentify Yourself

Establish Establish the Caller’s Needsthe Caller’s Needs

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 33

Receiving Phone Receiving Phone CallsCalls

Stay PositiveStay Positive

Take AccurateTake AccurateMessagesMessages

Explain Your ActionsExplain Your Actions

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 34

Making Phone CallsMaking Phone CallsPlan and SchedulePlan and Schedule

Your CallsYour Calls

Minimize Minimize DistractionsDistractions

Introduce Introduce YourselfYourself

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 35

Making Phone CallsMaking Phone CallsDon’t WasteDon’t Waste

TimeTime

MaintainMaintainFocusFocus

Close on aClose on aPositive NotePositive Note

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 36

Using Voice MailUsing Voice Mail

Brief StatementsBrief Statements

Caller-FocusCaller-Focus

Current MessageCurrent Message

Professional ToneProfessional Tone

Helpful OptionsHelpful Options

Prompt ResponsePrompt Response

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 37

Leaving Voice MailLeaving Voice MailKeep It SimpleKeep It Simple

Sound ProfessionalSound Professional

Avoid PersonalAvoid PersonalMessagesMessages

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 38

Leaving Voice MailLeaving Voice MailReplay the Replay the

MessageMessage

Avoid MultipleAvoid MultipleMessagesMessages

Don’t Hide BehindDon’t Hide BehindVoice MailVoice Mail