Communication Communication and Teamworkand Teamwork

Jan MagawJan MagawTrainer and CoordinatorTrainer and Coordinator

BS El. EducationBS El. EducationMAED AEDLMAED AEDL

Introduction/PurposeIntroduction/Purpose

• We face issues with communication We face issues with communication as individualsas individuals

• The same issues arise when we’re in The same issues arise when we’re in a team but they’re compounded by a team but they’re compounded by the number of people in the team the number of people in the team

• This presentation will provide some This presentation will provide some practical tips for communicating practical tips for communicating with your team-mateswith your team-mates

AgendaAgenda

• Identifying Learning StylesIdentifying Learning Styles• Developing Ground RulesDeveloping Ground Rules• Feedback – Giving and ReceivingFeedback – Giving and Receiving• Communicating through ConflictCommunicating through Conflict• Virtual Teams – Special Virtual Teams – Special

ConsiderationsConsiderations

Developing Ground RulesDeveloping Ground Rules

• Team norms focussed on Team norms focussed on communication will help prevent communication will help prevent issuesissues– e.g.e.g. allow team-mates to express ideas allow team-mates to express ideas– e.g. e.g. keep comments/remarks in a keep comments/remarks in a

positive and appropriate mannerpositive and appropriate manner– e.g.e.g. listen openly listen openly– e.g.e.g. communicate honestly communicate honestly

Knowing your learning style is Knowing your learning style is beneficial for communicatingbeneficial for communicating

Visual learners tend to be Visual learners tend to be better written better written

communicators.communicators.

Which are you?Which are you?

Where are are you in the Where are are you in the chart?chart?

0%

10%

20%

30%

40%

50%

60%

70%

visual learnersauditory learnerskinaesthetic learners

Feedback – Giving and Feedback – Giving and ReceivingReceiving

• Be positive or constructiveBe positive or constructive• Allow for a safe environment where Allow for a safe environment where

mistakes are acceptablemistakes are acceptable• Encourage individualityEncourage individuality• Stimulate critical thinkingStimulate critical thinking

Communicating through Communicating through ConflictConflict

• Team-mates must respect each other Team-mates must respect each other enough to confront and disagree without enough to confront and disagree without risking the life of the teamrisking the life of the team

1.1. Agree to disagreeAgree to disagree

• Communication is most important in Communication is most important in times of team conflicttimes of team conflict

• Four steps to communicating through Four steps to communicating through conflict:conflict:

1.1. ListenListen2.2. AcknowledgeAcknowledge3.3. RespondRespond4.4. Resolve remaining differencesResolve remaining differences

1. Listen1. Listen

• ““Hearing” is not “listening”Hearing” is not “listening”

• Effective listening means Effective listening means

concentrating on what is said (the concentrating on what is said (the

words) and how it is said (non-verbal words) and how it is said (non-verbal

cues)cues)

2. Acknowledge2. Acknowledge

• ““Acknowledging” is not “agreeing”Acknowledging” is not “agreeing”• You can acknowledge what a team-You can acknowledge what a team-

mate has said without agreeing mate has said without agreeing • Paraphrase what you’ve heard or Paraphrase what you’ve heard or

describe the feelings your team-mate describe the feelings your team-mate is expressingis expressing– e.g.e.g. “I understand that you feel left out.” “I understand that you feel left out.”– e.g.e.g. “You feel angry that we made that “You feel angry that we made that

decision without your input.” decision without your input.”

3. Respond3. Respond

• Respond to your team-mate with your Respond to your team-mate with your opinion or perspectiveopinion or perspective– e.g.e.g. “I understand your point of view. In my “I understand your point of view. In my

opinion……” opinion……”

• Or offer constructive feedbackOr offer constructive feedback– e.g.e.g. “I disagree with that statement “I disagree with that statement

because…..”because…..”

• Use Use feel, felt, found. feel, felt, found. I know how you I know how you feel, I felt the same way. This is what I feel, I felt the same way. This is what I found.found.

4. Resolve Remaining 4. Resolve Remaining DifferencesDifferences

• Determine what is causing the Determine what is causing the disagreementdisagreement

• Analyze the problem into partsAnalyze the problem into parts• Generate alternative solutionsGenerate alternative solutions• Select the most reasonable Select the most reasonable

alternative that all team members alternative that all team members can agree oncan agree on

Virtual Teams – Special Virtual Teams – Special ConsiderationsConsiderations

• Communication issues facing teams Communication issues facing teams are compounded yet again in virtual are compounded yet again in virtual teamsteams

• Virtual teams must make up for the Virtual teams must make up for the loss of physical contact, regular loss of physical contact, regular face-to-face meetings, and schedule face-to-face meetings, and schedule conflictsconflicts

Virtual Teams – Making Virtual Teams – Making Communication WorkCommunication Work

1.1. Start face-to-faceStart face-to-face

2.2. Put communication on the agendaPut communication on the agenda

3.3. Establish normsEstablish norms

4.4. Keep communication constant Keep communication constant

5.5. Vary the media used for Vary the media used for communicationcommunication

6.6. Remember importance of non-Remember importance of non-verbal communicationverbal communication

1. Start Face-to-Face1. Start Face-to-Face

• Bring team members together Bring team members together during formation of the teamduring formation of the team

• Promotes bondingPromotes bonding• May need to meet occasionally after May need to meet occasionally after

formationformation

2. Put Communication 2. Put Communication on the Agendaon the Agenda

• Teams forget to talk about Teams forget to talk about communication communication beforebefore it becomes it becomes an issue an issue

• Be sure to discuss communicationBe sure to discuss communication– When is it appropriate?When is it appropriate?– What is appropriate?What is appropriate?– What is not appropriate?What is not appropriate?

3. Establish Norms3. Establish Norms

• Norms for all teams should include Norms for all teams should include items around communicationitems around communication

• Virtual teams will have to include Virtual teams will have to include additional normsadditional norms

• e.g.e.g. all members will check all members will check messages at least every 24 hoursmessages at least every 24 hours

• e.g.e.g. all members will respond to all members will respond to messages within 24 hoursmessages within 24 hours

4. Keep Communication 4. Keep Communication ConstantConstant

• Remain in contact even when the Remain in contact even when the team isn’t “busy” team isn’t “busy”

• This is a good chance to get to know This is a good chance to get to know your team-mates better (take your team-mates better (take advantage of it)advantage of it)

5. Vary the Media used 5. Vary the Media used for Communicationfor Communication

• Make use of all media available to the Make use of all media available to the teamteam

• Synchronous:Synchronous:– Instant messaging, team chat room, net Instant messaging, team chat room, net

meeting, desktop conferencing, meeting, desktop conferencing, conference callconference call

• Asynchronous:Asynchronous:– E-mail (including audio/video attachment), E-mail (including audio/video attachment),

discussion board postings, voicemaildiscussion board postings, voicemail

6. Remember Importance 6. Remember Importance of Non-Verbal of Non-Verbal

CommunicationCommunication• Non-verbal communication accounts for a Non-verbal communication accounts for a

large part of the meaning of any messagelarge part of the meaning of any message• Necessary for successful communicationNecessary for successful communication• Potential for misunderstandings and conflicts Potential for misunderstandings and conflicts

if this “piece” of communication is missingif this “piece” of communication is missing• Virtual teams must realize the importance of Virtual teams must realize the importance of

non-verbal communication and the impact on non-verbal communication and the impact on the interpretation of their messages the interpretation of their messages

• In informal communications, use emoticonsIn informal communications, use emoticons

Summary/ConclusionsSummary/Conclusions

• Most of the issues facing teams can Most of the issues facing teams can be addressed through open and be addressed through open and honest communicationhonest communication

• Communication is the ‘process’ (an Communication is the ‘process’ (an activity) by which information and activity) by which information and feelings are shared by people feelings are shared by people through an exchange of verbal and through an exchange of verbal and non-verbal messages non-verbal messages

ReferencesReferences

Armstrong, D. (2000). Building Teams Across Armstrong, D. (2000). Building Teams Across Borders. Borders. Executive ExcellenceExecutive Excellence, 17, p. 10., 17, p. 10.

Hoyt, B. R. (2000). Techniques to Manage Hoyt, B. R. (2000). Techniques to Manage Participation and Contribution of Team Participation and Contribution of Team Members in Virtual Teams. Members in Virtual Teams. WebNet JournalWebNet Journal, , 2, p. 16.2, p. 16.

The Team Working Together (n.d.). Retrieved The Team Working Together (n.d.). Retrieved July 22, 2005 from July 22, 2005 from http://http://aapdaapd.phoenix..phoenix.eduedu//ToolsForTeamsToolsForTeams/5-/5-gettingtoresultsgettingtoresults.asp.asp

Weiss, D. H. (1997). Four steps for managing Weiss, D. H. (1997). Four steps for managing team storms. team storms. Getting Results…..For the Getting Results…..For the Hands-On ManagerHands-On Manager, 42, 7-10., 42, 7-10.

Questions? Comments?Questions? Comments?