Chapter 13 Interpersonal Communication and Teamwork 13

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?


Listening with yourEars is an every day

occurrenceEyes refers to watching

for non-verbal cues


Explain the following:

“Answer the phone with a smile in your voice.”


This statement means Smiling as you pick up

receiver Using courteous voice Answering before second ring Stopping all conversations

with co-workers


Why are office politics referred to as a “gray area” of communication?


“Gray areas” of communication refer to different interpretations of written and unwritten office rules by employees and their supervisors.


Written company rules seldom address competitive strategies required for employee advancement.


Company rules are often bent or broken depending upon employee status within the organization.


Define office politics.


Office politics are attempts to

Protect self-interestsMeet personal needsAdvance personal goals


Relate the importance of relationship repair.


Pride or indifference to the situation can prevent relationship repair.


Willingness to apologize Acceptance of partial

responsibility Forgiving of injustice Verbal and nonverbal actions

to communicate a renewed relationship

Relationship repair requires


Compare the terms criticism and constructive criticism.


Criticism is

Complaints interpreted as personal attacks

Vague comments causing receiver to feel anxiety and self-doubt


Constructive criticism

Finds fault with actions, not persons

Explains situation clearlyShows receiver benefit


What actions must a facilitator take to end conflict?


Conflict facilitator

Meets privately with all individuals

Has group meeting to clarify and refocus


Distinguish between benefits and drawbacks of teamwork.


Benefits of teamwork includeBroader perspective of

company Increased sense of

camaraderieFamiliarity with different

management styles


Drawbacks of teamwork include

Loss of controlPressure to conformUneven distribution of

labor

Documents

Chapter 13 Interpersonal Communication and Teamwork 13