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© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 1
Communicating in Communicating in Teams and Mastering Teams and Mastering
Listening and Listening and Nonverbal Nonverbal
CommunicationCommunication
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 2
Improving Your Improving Your Performance in TeamsPerformance in Teams• Formal
– Permanent committees
• Informal
– Task forces and problem-solving teams
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 3
Overview of TeamsOverview of Teams
AdvantagesAdvantages
Increased information Increased information
Broad knowledge baseBroad knowledge base
Diversity of viewsDiversity of views
Acceptance of solutionsAcceptance of solutions
Performance levelsPerformance levels
DisadvantagesDisadvantages
GroupthinkGroupthink
Peer pressurePeer pressure
Hidden agendasHidden agendas
Free ridersFree riders
High costsHigh costs
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 4
Team CommunicationTeam Communication
• Select members carefully
• Agree on project goals
• Take time to bond
• Clarify individual responsibilities
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 5
Team CommunicationTeam Communication
• Set clear processes
• Select tools and techniques
• Avoid group writing
• Check progress often
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 6
Group DynamicsGroup Dynamics
• Team roles
• Group norms
• Team identity
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 7
Assuming Team RolesAssuming Team Roles
• Self-oriented
• Team-maintenance
• Task-facilitating
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 8
Team Decision MakingTeam Decision Making
• Orientation
• Conflict
• Brainstorming
• Emergence
• Reinforcement
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 9
Conflict in TeamsConflict in Teams
• Scarce resources
• Task responsibilities
• Poor communication
• Attitudes and values
• Power struggles
• Conflicting goals
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 10
Types of ConflictTypes of Conflict
• Constructive
– Exposes issues
– Boosts involvement
– Generates ideas
• Destructive
– Diverts energy
– Destroys morale
– Divides the team
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 11
Resolving ConflictResolving Conflict
• Proaction
• Communication
• Openness
• Research
• Flexibility
• Fair play
• Alliance
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 12
Overcoming ResistanceOvercoming Resistance
• Express understanding
• Raise awareness
• Evaluate objections
• Withhold arguments
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 13
Workplace EtiquetteWorkplace Etiquette
• Appearance and grooming
• A genuine smile
• Telephone skills
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 14
Etiquette in Social Etiquette in Social
SettingsSettings• First impressions
• Personal introductions
• Dining etiquette
• Misuse of mobile phones
• Inappropriate topics
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 15
Productive MeetingsProductive Meetings
• Preparation
• Efficiency
• Technology
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 16
Preparing for MeetingsPreparing for Meetings
• Decide on the purpose
• Select participants
• Choose the location
• Set and follow an agenda
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 17
Leading and Leading and ParticipatingParticipating
• Stay on track
• Follow the rules
• Promote participation
• Participate actively
• Close effectively
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 18
Using Technology WiselyUsing Technology Wisely
• Virtual teams
• Virtual meetings
• Groupware
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 19
E-Mail in the WorkplaceE-Mail in the Workplace
• Advantages
– Information sharing
– Project collaboration
• Disadvantages
– Non-real time
– Information delays
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 20
Instant Messaging Instant Messaging
in the Workplacein the Workplace• Basic chat
• Presence awareness
• Video capabilities
• Remote PC control
• Remote display
• Virtual agents
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 21
Advantages Advantages
of Instant Messagingof Instant Messaging• Rapid response
• Reduced costs
• Conversation aspects
• Wide availability
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 22
Disadvantages Disadvantages
of Instant Messagingof Instant Messaging• Technical issues
– Security and privacy
– User identification
–Message logging
– Incompatible systems
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 23
Effective Workplace IMEffective Workplace IM
• Schedule usage
• Protect confidential information
• Avoid personal messages
• Minimize impromptu meetings
• Avoid complicated messages
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 24
Effective Workplace IMEffective Workplace IM
• Train all personnel
• Avoid multiple conversations
• Minimize IM slang
• Maintain “spim” filters
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 25
Shared WorkspacesShared Workspaces
• The virtual office
– Resources and information
– Built-in intelligence
– Revision control
– Presence awareness
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 26
Virtual MeetingsVirtual Meetings
• IM chat
• Teleconferencing
• Video-conferencing
• Web-based systems
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 27
Improving Listening Improving Listening
SkillsSkills• Strengthens relationships
• Expedites product delivery
• Highlights opportunities
• Supports workforce diversity
• Builds foundation for trust
• Enhances performance
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 28
Categories of ListeningCategories of Listening
• Content listening
• Critical listening
• Empathetic listening
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 29
The Listening ProcessThe Listening Process
• Receiving
• Interpreting
• Remembering
• Evaluating
• Responding
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 30
Barriers to ListeningBarriers to Listening
• Physical elements
• Selective listening
• Short attention span
• Prejudgment
• Little common ground
• Memory barriers
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 31
Nonverbal Nonverbal CommunicationCommunication
• Complement verbal communication
• Reveal the truth
• Convey information efficiently
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 32
Recognizing Nonverbal Recognizing Nonverbal CommunicationCommunication
• Facial expressions
• Gestures and posture
• Vocal characteristics
• Personal appearance
• Touching behavior
• Use of time and space
© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 33
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
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