Interpersonal Communication and Teamwork

Chapter 13

Interpersonal Communication and Teamwork

Interpersonal Communication

The verbal and nonverbal interactions that occur in both one-on-one and small-group settings

Communication Climate

• Represents the quality of relationships that exist within an organization

• Reflects workers’ perceptions of whether the organization trusts, values, and respects employees

• Determines success in business

Positive Relationships

• Are built over time• Require ongoing maintenance• Include trust and respect as key

elements

Conversation Process

• Greeting• Introduction• Exchange• Summary• Closing

Communication Styles

• Passive – gives priority to the rights of others

• Aggressive – risks disregarding the rights and feelings of others

• Assertive – respects the rights and feelings of others and stands up for the sender’s rights

Keys to Successful Face-to-Face Conversations

•Carefully choose the location.•Minimize interruptions.•Speak effectively.•Choose appropriate language.

More Keys to Successful Face-to-Face Conversations

•Send clear, appropriate nonverbal cues.

•Ask questions.•Accommodate diversity.•Listen with your ears and

eyes.

Questions

• Closed-ended question – designed to produce a one- or two-word answer

• Open-ended question – requires a longer answer and promotes a dialogue

Keys for Successful Telephone Conversations

• Use equipment and system properly.

• Be businesslike.• Be considerate.

Keys for Successful Social Business Conversations

• Practice basic social conversation rules.

• Choose appropriate topics. • Observe social business

etiquette.

Relationship Repair

• Apologize.• Acknowledge playing a part in

the failure.• Engage in positive actions.• Let go of the problem.

Feedback

Communication to a person or team of people regarding the effect of their behavior on another person, the organization, the customer, or the team

Positive Feedback

• Is specific• Is well timed; give as closely to

the event as possible• Is sometimes overlooked• Fosters more of the appreciated

action

Constructive Feedback

• Is not criticism• Helps people understand where

they are in relation to expectations

• Should be delivered without fear of negative response

• Should be accepted with an open mind

Giving Constructive Feedback

• Be sure you have the authority to critique the receiver.

• Have clear expectations.• Address one relevant concern at a time.• Check your facts.• Provide feedback privately and calmly,

preferably face-to-face.• Be specific and helpful.

Giving Constructive Feedback

• Use the you-viewpoint.• Ensure feedback in one area does

not cloud judgments of other areas.• Accept partial responsibility, if

appropriate.• Be aware of verbal and nonverbal

cues.• Allow the receiver time to process

and respond.

Receiving Constructive Feedback

• Accept the feedback.

• Seek more information.

Conflict

• Arises from differences in – Personalities– Goals or expectations– Values or beliefs– Circumstances– Facts

• May be constructive or destructive

Four Responses to Conflict

• Accommodate• Compromise• Overpower• Collaborate

Techniques for Handling Conflict

• Act promptly.• Schedule a meeting.• Use active listening.• Communicate honestly.

Techniques for Handling Conflict

• Focus on the problem, not the person.

• Brainstorm solutions.• Formalize the solution.• Implement the solution and set a

date for follow-up.

Types of Teams

• Self-managed• Process-improvement• Cross-functional• Virtual

Conditions for Effective Teams

• Communication must be open and honest.

• The team must be cohesive.• Growth should be fostered.• Accomplishments must be

recognized.

Keys for Effective Small Group Meeting Leadership

• Determine the purpose of the group.

• Determine the purpose of each meeting.

• Plan the meeting agenda.• Select and prepare the meeting

facility.

Keys for Effective Small Group Meeting Leadership

• Lead the group discussion.• Encourage appropriate

participation.• Be time conscious.• Resolve group conflicts.• Maintain appropriate records.

Meeting Minutes May Include:

• Committee or organization name• Date, time, and location of meeting• List of those who attended• Reference to approval of last

meeting’s minutes• Chronological record of the meeting• Time of adjournment• Signature of the secretary and/or

chairperson

Keys for Meeting Participation

• Prepare to participate.• Participate appropriately.• Listen effectively.• Take thorough notes.• Be courteous.

Virtual Teams and Technology

• E-mail and groupware• Audio conferencing• Videoconferencing• Web-assisted technologies• Electronic meetings

The Team Writing Process

• Plan

• Draft

• Finalize