© 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 TeamsTypes of Workplace Teams

Problem SolvingProblem Solving

CommitteesCommittees

TaskforcesTaskforces

Virtual TeamsVirtual 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

Group DynamicsGroup Dynamics

RulesRulesRulesRules IdentityIdentityIdentityIdentityNormsNormsNormsNorms

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 5

Roles People Play in Roles People Play in GroupsGroups

•Controlling

•Withdrawing

•Attention Seeking

•Diverting

•Encouraging

•Harmonizing

•Compromising

•Initiating

•Information Seeking

•Coordinating

•Procedure Setting

Self-Oriented

Group-Maintenance

Task-Facilitating

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 6

Team Decision MakingTeam Decision Making

• Orientation

• Conflict

• Brainstorming

• Emergence

• Reinforcement

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 7

EffectiveTeams

CollaborativeRelationships

EffectiveTeams

CollaborativeRelationships

ClearPurpose

ClearPurpose

CreativeThinkingCreativeThinking

FocusedEffortsFocusedEfforts

OpenCommunication

OpenCommunication

ConflictResolution

ConflictResolution

ConsensusDecisionMaking

ConsensusDecisionMaking

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 8

Conflict in TeamsConflict in Teams

Conflicting GoalsConflicting Goals

Power StrugglesPower Struggles

Attitudes and ValuesAttitudes and Values

Poor CommunicationPoor Communication

Task ResponsibilitiesTask Responsibilities

Scarce ResourcesScarce Resources

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 9

Resolving ConflictResolving Conflict

Proaction

Communication

Openness

Research

Flexibility

Fairness

Alliance

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 10

Overcoming ResistanceOvercoming Resistance

• Express understanding

• Raise awareness

• Evaluate objections

• Withhold arguments

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 11

CooperationCooperationStrongLeadership

StrongLeadership

Team Members

Team Members

CollaborativeCollaborativeWritingWriting

PromptActionPromptAction

AppliedTechnology

AppliedTechnology

ClearGoalsClearGoals

CompatibleTechnologyCompatibleTechnology

SolidCommitment

SolidCommitment

ClearResponsibility

ClearResponsibility

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 12

Critiquing WritingCritiquing Writing

• Clear instructions

• Purpose of the document

• Correct factual material

• Unambiguous language

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 13

PurposePurpose PurposePurpose

PRODUCTIVEMEETINGS

ParticipantsParticipants ParticipantsParticipants

AgendaAgenda AgendaAgenda LocationLocation LocationLocation

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 14

FocusFocus

ProceduresProcedures

ParticipationParticipation

ClosingClosing

Follow-UpFollow-Up

EffectiveMeetingsEffectiveMeetings

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 15

CriticalCriticalListeningListening

ContentContentListeningListening

EmpatheticEmpatheticListeningListening

Three Types Three Types Of ListeningOf Listening

Purpose and FeedbackPurpose and Feedback

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 16

The Listening ProcessThe Listening Process

InterpretingInterpreting RememberingRememberingReceivingReceiving

EvaluatingEvaluatingRespondingResponding

Feedback

Message

Message

Message

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 17

Barriers to ListeningBarriers to ListeningBarriers to ListeningBarriers to Listening

Self-Self-CenterednessCenteredness

Self-Self-CenterednessCenterednessPrejudgmentPrejudgmentPrejudgmentPrejudgment

SelectiveSelectiveListeningListeningSelectiveSelectiveListeningListening

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 18

HonestyHonestyHonestyHonesty ReliabilityReliabilityReliabilityReliability

EfficiencyEfficiencyEfficiencyEfficiency

Nonverbal Nonverbal CommunicationCommunication

Nonverbal Nonverbal CommunicationCommunication

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 19

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

© Prentice Hall, 2003 Business Communication Today Chapter 2 - 20

Maximizing Nonverbal Maximizing Nonverbal Communication SkillsCommunication Skills

• Smile genuinely

• Be aware of false cues

• Keep appropriate distance

• Use touch carefully

• Respect status

• Shake hands appropriately