© Prentice Hall, 2003 Business Communication Today Chapter 2 - 1
Communicating in Communicating in Teams and Mastering Teams and Mastering
Listening and Listening and Nonverbal Nonverbal
Communication SkillsCommunication Skills
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 2
Types of Workplace Types of Workplace TeamsTeams
• Problem solving
• Taskforces
• Committees
• Virtual teams
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 3
Overview of TeamsOverview of Teams
Advantages
•Information & knowledge
•Diversity of views
•Acceptance of solutions
•Performance
Disadvantages
•Groupthink
•Hidden agendas
•Free riders
•High costs
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 4
Overview of TeamsOverview of Teams
• Advantages– information and
knowledge
– Diversity of views
– Acceptance of solutions
– Performance
• Disadvantages– Groupthink
– Hidden agendas
– Free riders
– High costs
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 5
Group DynamicsGroup Dynamics
• Team roles
• Group norms
• Team identity
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 6
Roles People Play in Roles People Play in GroupsGroups
• Self-oriented
• Team-maintenance
• Task-facilitating
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 7
Team Decision MakingTeam Decision Making
• Orientation
• Conflict
• Brainstorming
• Emergence
• Reinforcement
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 8
Effective TeamsEffective Teams
• Have a clear sense of purpose
• Communicate openly and honestly
• Reach decisions by consensus
• Think creatively
• Remain focused
• Resolve conflict effectively
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 9
Conflict in TeamsConflict in Teams
• Scarce resources
• Task responsibilities
• Poor communication
• Attitudes and values
• Power struggles
• Conflicting goals
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 10
Resolving ConflictResolving Conflict
• Proaction
• Communication
• Openness
• Research
• Flexibility
• Fair play
• Alliance
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 11
Overcoming ResistanceOvercoming Resistance
• Express understanding
• Raise awareness
• Evaluate objections
• Withhold arguments
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 12
Collaborative WritingCollaborative Writing
• Team members
• Strong leadership
• Cooperation
• Clear goals
• Solid commitment
• Clear responsibility
• Prompt action
• Compatible
technology
• Applied technology
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 13
Critiquing WritingCritiquing Writing
• Are the instructions clear?
• Does the document accomplish its
purpose?
• Is the factual material correct?
• Is the language unambiguous?
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 14
Productive MeetingsProductive Meetings
• Decide on the purpose
• Select participants
• Choose the location
• Set and follow an agenda
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 15
Effective MeetingsEffective Meetings
• Stay on track
• Follow parliamentary procedure
• Encourage participation
• Close effectively
• Follow up
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 16
Three Types of ListeningThree Types of Listening
• Content listening
• Critical listening
• Empathetic listening
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 17
The Listening ProcessThe Listening Process
• Receiving
• Interpreting
• Remembering
• Evaluating
• Responding
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 18
Barriers to ListeningBarriers to Listening
• Prejudgment
• Self-centeredness
• Selective listening
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 19
Nonverbal Nonverbal CommunicationCommunication
• Honesty
• Reliability
• Efficiency
© Prentice Hall, 2003 Business Communication Today Chapter 2 - 20
Types of Nonverbal Types of Nonverbal CommunicationCommunication
• Facial expressions
• Gestures and posture
• Vocal characteristics
• Personal appearance
• Touching behavior
• Use of time and space