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© 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
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© 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
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© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 3
Workplace TeamsWorkplace Teams
Task ForcesTask Forces
CommitteesCommittees
Virtual TeamsVirtual Teams
Problem SolvingProblem Solving
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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
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Group DynamicsGroup Dynamics
RulesRules
NormsNorms
IdentityIdentity
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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
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Team Decision Team Decision MakingMaking
• OrientationOrientation
• ConflictConflict
• BrainstormingBrainstorming
• EmergenceEmergence
• ReinforcementReinforcement
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Conflict in TeamsConflict in Teams• Scarce resources
• Task responsibilities
• Poor communication
• Attitudes and values
• Power struggles
• Conflicting goals
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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
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Conflict ResolutionConflict ResolutionStrategiesStrategies
Win-LoseWin-Lose Win-WinWin-Win Lose-LoseLose-Lose
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Overcome Overcome ResistanceResistance
• Express understanding
• Raise awareness
• Evaluate objections
• Withhold arguments
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EffectiveTeams
CollaborativeRelationships
ClearPurpose
CreativeThinking
FocusedEfforts
OpenCommunication
ConflictResolution
ConsensusDecisionMaking
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Collaborative WritingCollaborative WritingTeam Members
Strong Leadership
Cooperation
Clear Goals
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Collaborative WritingCollaborative WritingSolid Commitment
Clear Responsibility
Prompt Action
Appropriate Technology
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Critiquing WritingCritiquing Writing
• Clear instructions
• Purpose of the document
• Correct factual material
• Unambiguous language
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PurposePurpose
PRODUCTIVEPRODUCTIVEMEETINGSMEETINGS
ParticipantsParticipants
AgendaAgenda LocationLocation
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Effective MeetingsEffective MeetingsFocus
Procedures
Participation
Closing
Follow-Up
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ListeningListening45%45%
WritingWriting9%9%
ReadingReading16%16%
SpeakingSpeaking30%30%
ReceivingSe
ndin
g
Usage of Business Communication ChannelsUsage of Business Communication Channels
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The Listening ProcessThe Listening Process
InterpretingInterpreting RememberingRememberingReceivingReceiving
EvaluatingEvaluatingRespondingResponding
Feedback
Message
Message
Message
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Barriers to ListeningBarriers to ListeningPhysical Distractions
Poor Note Taking
Self-Centeredness
Speech/Though Disparity
Differing Viewpoints
Prejudgment
Selective Listening
Inappropriate Reaction
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Benefits of ListeningBenefits of Listening
RecognizeRecognizeInnovationInnovation
ManageManageDiversityDiversity
Gain aGain aPersonal EdgePersonal Edge
StrengthenStrengthenRelationshipsRelationships
EnhanceEnhanceProductivityProductivity
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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
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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
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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
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Functions of Nonverbal Functions of Nonverbal CommunicationCommunication
• Reinforcement• Negation• Substitution• Intensification• Regulation
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Detecting the TruthDetecting the TruthUneven Uneven SpeechSpeech
SquirmingSquirming
ComfortComfortGesturesGestures
DistancingDistancing
Raised Raised PitchPitch
MicroMicroExpressionsExpressions
Response Response TimeTime
Gap Gap FillingFilling
Eye Eye ContactContact
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Maximizing CredibilityMaximizing Credibility
Eye BehaviorEye Behavior
PosturePosture
GesturesGestures
VoiceVoice
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Improving Business Improving Business EtiquetteEtiquette
AppearanceAppearance InteractionsInteractions
PersonalPersonalGroomingGrooming
Wardrobe & Wardrobe & AccessoriesAccessories
Face-to-Face-to-FaceFace
Over the Over the TelephoneTelephone
Workplace BehaviorsWorkplace Behaviors
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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
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Face-to-Face Face-to-Face InteractionsInteractions
SmilingSmiling
Shaking HandsShaking Hands
Making IntroductionsMaking Introductions
Sharing MealsSharing Meals
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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
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Receiving Phone Receiving Phone CallsCalls
Answer PromptlyAnswer PromptlyWith a SmileWith a Smile
Identify YourselfIdentify Yourself
Establish Establish the Caller’s Needsthe Caller’s Needs
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Receiving Phone Receiving Phone CallsCalls
Stay PositiveStay Positive
Take AccurateTake AccurateMessagesMessages
Explain Your ActionsExplain Your Actions
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Making Phone CallsMaking Phone CallsPlan and SchedulePlan and Schedule
Your CallsYour Calls
Minimize Minimize DistractionsDistractions
Introduce Introduce YourselfYourself
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Making Phone CallsMaking Phone CallsDon’t WasteDon’t Waste
TimeTime
MaintainMaintainFocusFocus
Close on aClose on aPositive NotePositive Note
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Using Voice MailUsing Voice Mail
Brief StatementsBrief Statements
Caller-FocusCaller-Focus
Current MessageCurrent Message
Professional ToneProfessional Tone
Helpful OptionsHelpful Options
Prompt ResponsePrompt Response
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Leaving Voice MailLeaving Voice MailKeep It SimpleKeep It Simple
Sound ProfessionalSound Professional
Avoid PersonalAvoid PersonalMessagesMessages
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Leaving Voice MailLeaving Voice MailReplay the Replay the
MessageMessage
Avoid MultipleAvoid MultipleMessagesMessages
Don’t Hide BehindDon’t Hide BehindVoice MailVoice Mail