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Chapter 13 Interpersonal
Communicationand Teamwork
13
Chapter 13 Krizan Business Communication ©2005 2
Why is listening with your “ears and eyes” important to successful communication?
Chapter 13 Krizan Business Communication ©2005 3
Listening with yourEars is an every day
occurrenceEyes refers to watching
for non-verbal cues
Chapter 13 Krizan Business Communication ©2005 4
Explain the following:
“Answer the phone with a smile in your voice.”
Chapter 13 Krizan Business Communication ©2005 5
This statement means Smiling as you pick up
receiver Using courteous voice Answering before second ring Stopping all conversations
with co-workers
Chapter 13 Krizan Business Communication ©2005 6
Why are office politics referred to as a “gray area” of communication?
Chapter 13 Krizan Business Communication ©2005 7
“Gray areas” of communication refer to different interpretations of written and unwritten office rules by employees and their supervisors.
Chapter 13 Krizan Business Communication ©2005 8
Written company rules seldom address competitive strategies required for employee advancement.
Chapter 13 Krizan Business Communication ©2005 9
Company rules are often bent or broken depending upon employee status within the organization.
Chapter 13 Krizan Business Communication ©2005 10
Define office politics.
Chapter 13 Krizan Business Communication ©2005 11
Office politics are attempts to
Protect self-interestsMeet personal needsAdvance personal goals
Chapter 13 Krizan Business Communication ©2005 12
Relate the importance of relationship repair.
Chapter 13 Krizan Business Communication ©2005 13
Pride or indifference to the situation can prevent relationship repair.
Chapter 13 Krizan Business Communication ©2005 14
Willingness to apologize Acceptance of partial
responsibility Forgiving of injustice Verbal and nonverbal actions
to communicate a renewed relationship
Relationship repair requires
Chapter 13 Krizan Business Communication ©2005 15
Compare the terms criticism and constructive criticism.
Chapter 13 Krizan Business Communication ©2005 16
Criticism is
Complaints interpreted as personal attacks
Vague comments causing receiver to feel anxiety and self-doubt
Chapter 13 Krizan Business Communication ©2005 17
Constructive criticism
Finds fault with actions, not persons
Explains situation clearlyShows receiver benefit
Chapter 13 Krizan Business Communication ©2005 18
What actions must a facilitator take to end conflict?
Chapter 13 Krizan Business Communication ©2005 19
Conflict facilitator
Meets privately with all individuals
Has group meeting to clarify and refocus
Chapter 13 Krizan Business Communication ©2005 20
Distinguish between benefits and drawbacks of teamwork.
Chapter 13 Krizan Business Communication ©2005 21
Benefits of teamwork includeBroader perspective of
company Increased sense of
camaraderieFamiliarity with different
management styles
Chapter 13 Krizan Business Communication ©2005 22
Drawbacks of teamwork include
Loss of controlPressure to conformUneven distribution of
labor
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