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Copyright © 2010 Pearson Education International Chapter 2 - 1
Mastering Mastering Interpersonal Interpersonal
CommunicationCommunication
Copyright © 2010 Pearson Education International Chapter 2 - 2
Learning ObjectivesLearning Objectives• Highlight the advantages and disadvantages
of working in teams• Name eight guidelines for successful
collaborative writing• Explain how meeting technologies can
expedite communication and describe social networking in business communication
Copyright © 2010 Pearson Education International Chapter 2 - 3
Learning ObjectivesLearning Objectives• Describe the listening process and how good
listeners overcome barriers at each stage of the process
• Clarify the importance of nonverbal communication and describe six categories of nonverbal expression
• Review the importance of business etiquette
Copyright © 2010 Pearson Education International Chapter 2 - 4
Communicating in TeamsCommunicating in Teams
• Problem solving• Task forces• Committees
Copyright © 2010 Pearson Education International Chapter 2 - 5
Overview of TeamsOverview of TeamsAdvantages
•More information
•Diversity of views
•Support for solutions
•Improved performance
Disadvantages
•Time issues
•Groupthink
•Hidden agendas
•High costs
Copyright © 2010 Pearson Education International Chapter 2 - 6
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
Copyright © 2010 Pearson Education International Chapter 2 - 7
Ineffective TeamsIneffective Teams
• Communication issues, suspicion, and lack of trust– Waste time and money– Generate low quality– Breed frustration
Copyright © 2010 Pearson Education International Chapter 2 - 8
Collaborative Writing Collaborative Writing
Clarify Processes
Avoid Group Writing
Ensure Compatibility
Check Progress Often
Select Collaborators
Agree on Goals
Take Time to Bond
Clarify Responsibilities
Copyright © 2010 Pearson Education International Chapter 2 - 9
Writing TechnologiesWriting Technologies
• Content management systems • Wiki sites• Groupware • Shared workspaces
Copyright © 2010 Pearson Education International Chapter 2 - 10
Group DynamicsGroup Dynamics
• Team roles• Team development• Conflict• Resistance
Copyright © 2010 Pearson Education International Chapter 2 - 11
Assuming Team RolesAssuming Team Roles
• Self-oriented• Team-maintenance• Task-oriented
Copyright © 2010 Pearson Education International Chapter 2 - 12
Phases of Team Phases of Team EvolutionEvolution
• General framework1. Orientation2. Conflict3. Brainstorming4. Emergence5. Reinforcement
Copyright © 2010 Pearson Education International Chapter 2 - 13
Types of Team ConflictTypes of Team Conflict
• Constructive (Win-Win)• Destructive (Win-Lose or Lose-Lose)
Copyright © 2010 Pearson Education International Chapter 2 - 14
Resolving Team ConflictResolving Team Conflict
• Seven methods– Proaction– Communication– Openness– Research – Flexibility– Fair play– Alliance
Copyright © 2010 Pearson Education International Chapter 2 - 15
Overcoming ResistanceOvercoming Resistance
• Express understanding• Make people aware of their resistance• Evaluate others’ objections fairly• Withhold arguments until the other
person is ready for them
Copyright © 2010 Pearson Education International Chapter 2 - 16
Networking TechnologiesNetworking Technologies
• Social networks• Virtual communities
Copyright © 2010 Pearson Education International Chapter 2 - 17
Productive MeetingsProductive Meetings
• Preparation• Efficiency• Technology
Copyright © 2010 Pearson Education International Chapter 2 - 18
Preparing for MeetingsPreparing for Meetings
• Identify your purpose• Select participants• Choose the time and place• Set the agenda
Copyright © 2010 Pearson Education International Chapter 2 - 19
Leading and Leading and ParticipatingParticipating
• Stay on track• Follow the rules• Invite participation• Participate actively• Close effectively
Copyright © 2010 Pearson Education International Chapter 2 - 20
Meeting TechnologiesMeeting Technologies
• Virtual teams• Virtual meetings• Teleconferences • Videoconferences• Web-based systems
Copyright © 2010 Pearson Education International Chapter 2 - 21
Effective Listening SkillsEffective Listening Skills
• Build relationships• Enhance product deliveries• Capture opportunities• Manage diversity
Copyright © 2010 Pearson Education International Chapter 2 - 22
Types of ListeningTypes of Listening
• Content listening• Critical listening• Empathic listening• Active listening
Copyright © 2010 Pearson Education International Chapter 2 - 23
The Listening ProcessThe Listening Process
• Receiving• Decoding• Remembering• Evaluating• Responding
Copyright © 2010 Pearson Education International Chapter 2 - 24
Barriers to ListeningBarriers to Listening
• Interruptions • Selective listening• Selective perception• Language or experience• Memory problems
Copyright © 2010 Pearson Education International Chapter 2 - 25
Nonverbal Nonverbal CommunicationCommunication
• Intentional and unintentional effects– Support words– Weaken words– Replace words
Copyright © 2010 Pearson Education International Chapter 2 - 26
Categories of Nonverbal Categories of Nonverbal CommunicationCommunication
• Facial expressions• Gestures and posture• Vocal characteristics• Personal appearance• Touching behavior• Time and space
Copyright © 2010 Pearson Education International Chapter 2 - 27
Using Nonverbal Using Nonverbal Communication EffectivelyCommunication Effectively• When talking• When not talking• When listening
Copyright © 2010 Pearson Education International Chapter 2 - 28
Business EtiquetteBusiness Etiquette
• Workplace• Social settings• Online
Copyright © 2010 Pearson Education International Chapter 2 - 29
Etiquette in the Etiquette in the WorkplaceWorkplace
• Personal appearance• Personal grooming• Personal demeanor• Telephone skills
Copyright © 2010 Pearson Education International Chapter 2 - 30
Etiquette in Social Etiquette in Social SettingsSettings
• Appearance and actions• Personal introductions• Business meals• Mobile phones• Inappropriate topics
Copyright © 2010 Pearson Education International Chapter 2 - 31
Business Etiquette Business Etiquette OnlineOnline
• Learn the basics of online etiquette• Avoid personal attacks• Stay focused on the original topic• Do not present opinions as facts• Follow grammar and spelling rules• Use virus protection
Copyright © 2010 Pearson Education International Chapter 2 - 32
Business Etiquette Business Etiquette OnlineOnline
• 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