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

© 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


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


Characteristics of Effective Characteristics of Effective TeamsTeams

• Clear objective

• Sense of purpose

• Open communication

• Consensus decision making

• Creative thinking

• Conflict resolution


Collaborative Writing Collaborative Writing GuidelinesGuidelines

• Select members carefully

• Agree on project goals

• Take time to bond

• Clarify individual responsibilities


Collaborative Writing Collaborative Writing GuidelinesGuidelines

• Set clear processes

• Avoid group writing

• Ensure compatibility

• Check progress often


Collaborative Writing Collaborative Writing TechnologiesTechnologies

• Websites more control– Organization– Workflow– Content

• Wikis more flexibility– Organization– Workflow– Content


Group DynamicsGroup Dynamics

• Roles that team members assume

• Phase of team development

• Success in resolving conflict

• Success in overcoming resistance


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


Team EvolutionTeam Evolution

• Orientation

• Conflict

• Brainstorming

• Emergence

• Reinforcement


Sources of Team ConflictSources of Team Conflict

• Scarce resources

• Task responsibilities

• Incompatible ideas

• Poor communication

• Attitudes and values

• Power struggles

• Conflicting goals


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


Resolving ConflictResolving Conflict

• Proaction

• Communication

• Openness

• Research

• Flexibility

• Fair play

• Alliance


Overcoming ResistanceOvercoming Resistance

• Express understanding

• Bring resistance into the open

• Evaluate objections fairly

• Withhold arguments


Etiquette in Team Etiquette in Team SettingsSettings

• In the workplace

• In social settings


Workplace EtiquetteWorkplace Etiquette

• Appearance and grooming

• A genuine smile

• Telephone skills


Etiquette in Social Etiquette in Social

SettingsSettings• First impressions

• Personal introductions

• Dining etiquette

• Misuse of mobile phones

• Inappropriate topics


Productive MeetingsProductive Meetings

• Preparation

• Efficiency

• Technology


Preparing for MeetingsPreparing for Meetings

• Decide on the purpose

• Select participants

• Choose the location

• Set and follow an agenda


Leading and Leading and ParticipatingParticipating

• Stay on track

• Follow the rules

• Promote participation

• Participate actively

• Close effectively


Meeting TechnologiesMeeting Technologies

• Virtual teams

• Virtual meetings

• Groupware


Improving Listening Improving Listening

SkillsSkills• Strengthen relationships

• Expedite product delivery

• Highlight opportunities

• Support workplace diversity

• Build foundation for trust

• Enhance performance


Types of ListeningTypes of Listening

• Content listening

• Critical listening

• Empathetic listening

• Active listening


The Listening ProcessThe Listening Process

• Receiving

• Decoding

• Remembering

• Evaluating

• Responding


Barriers to ListeningBarriers to Listening

• Physical elements

• Selective listening

• Short attention span

• Prejudgment and defensiveness

• Little common ground

• Memory barriers


Nonverbal Nonverbal CommunicationCommunication

• Complement verbal communication

• Reveal the truth

• Convey information efficiently


Recognizing Nonverbal Recognizing Nonverbal CommunicationCommunication

• Facial expressions

• Gestures and posture

• Vocal characteristics

• Personal appearance

• Touching behavior

• Use of time and space


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

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

Documents

team slide

teams team

nonverbal communication

overcoming resistance

social settings slide

team members

team settings

conflict success