McGraw-Hill/Irwin ©2009 The McGraw-Hill Companies, All Rights Reserved

McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, All Rights Reserved.

14-2

Chapter 14Chapter 14Working & Writing

in GroupsInterpersonalListeningGroup InteractionsPositive RolesNegative RolesDecision Making

Student GroupsDiverse GroupsConflict ResolutionEffective Meeting GuidelinesCollaboration

14-3

Interpersonal Communication

Communication between people Crucial for teamwork

Includes multiple skills Listening Conflict resolution Nonverbal

14-4

Listening

Crucial to building trust Harder on job than in class

Information not as organized on job Jobs require listening to feelings as

well as facts

Nods, smiles, frowns show you’re listening

14-5

Active Listening Receivers demonstrate they’ve

heard /understood a speaker by feeding back the literal and/or emotional meaning,

To create active responses Paraphrase content Mirror speaker’s feelings Ask for information/clarification Offer to help solve the problem

14-6

Avoid Listening Errors

Inattention—cause of listening error To reduce errors

Paraphrase what the speaker has said Allows speaker to correct your understanding

Check your understanding with speaker Write down key points

Deadlines and related information How work will be evaluated

14-7

Avoid Listening Errors, continued…

To avoid misinterpretation Don’t ignore

instructions that seem unnecessary

Consider speaker’s background

14-8

Five Blocking Responses

Ordering, threatening Preaching, criticizing Interrogating Minimizing the

problem Advising

14-9

Group Interactions: Three Dimensions

Informational—focus on content: problem, data, solutions

Procedural messages—focus on methods, processes

Interpersonal—focus on people, cooperation, group loyalty

14-10

Life Stages of Group Interactions

Formation

Coordination

Formalization

14-11

Group Interactions, continued…

Formation Begin to define task Develop social cohesiveness Set up and clarify procedures Adopt ground rules Use interpersonal communication to

resolve conflict Analyze problem well before seeking

solutions

14-12

Group Interactions, continued…

Coordination Longest phase Most comments need to deal with

information Conflict occurs as group debates alternate

solutions Interpersonal and procedural comments

help group stay on track

14-13

Group Interactions, continued…

Formalization Consensus state Group implements

decisions, which determines its success

Group seeks to forget earlier conflicts

14-14

Positive Roles in Groups

Task GoalsC

oordinating

Seeking information,

opinions

Giving information,

opinions

Evaluat

ing

Su

mm

arizing

14-15

Positive Actions in Groups

Encouraging participation Relieving tensions Checking feelings Solving interpersonal problems Listening actively

14-16

Negative Actions in Groups

Dominating Clowning Blocking Withdrawing Overspeaking

14-17

Group Leadership

Effective groups balance three types of leadership: Informational—create, assess ideas and text Interpersonal—check feelings, resolve

conflict, monitor process Procedural—set agenda, keep members

informed, check on assignments

Roles need not be filled by one person

14-18

Decision-Making: Standard Agenda

1. Understand what group has to deliver

What form? When due?

2. Identify problem

3. Gather information Share among group members Examine it critically

14-19

Decision-Making: Standard Agenda, continued…

4. Establish criteria

5. Generate alternative solutions

6. Measure alternatives against criteria

7. Choose best solution

14-20

Decision-Making: Dot Planning

Lets large group set priorities quickly1. Group brainstorms ideas

2. Ideas recorded on large pages

3. Pages posted on wall

4. Each member affixes colored adhesive dots by ideas

High

Low

Dots show highest and

lowest priorities

14-21

Attributes of Successful Student Groups

Assign specific tasks, set clear deadlines, schedule frequent meetings

Listen carefully to each other Deal directly with conflict

14-22

Attributes of Successful Student Groups

Develop inclusive decision-making style Establish proportionate work loads Deal directly with conflicts

14-23

Peer Pressure & Groupthink

Groupthink—tendency for groups to value agreement so highly they punish dissent

Correctives to groupthink Search for alternatives Test assumptions Protect rights of individuals to disagree

14-24

Diverse Groups

Differences affect how people behave in group, what they expect from group Gender Class Race Ethnicity Age

ReligionSexual orientationPhysical ability

14-25

Diverse Groups, continued…

Play to one another’s strengths

Find practical ways to deal with differences

14-26

Conversational Style

Defined as talk patterns and meaning we give to them

Shown by Interest Politeness Appropriateness

Types of Style Features:Rate of speechRate of turn-taking

Persistence when turn missedTolerance of simultaneous speech

Speed of topic shifting

14-27

Nonverbal Communication

Open body positions Leaning forward with uncrossed

arms and legs Arms away from body

Closed (defensive) body positions Leaning back, hands behind head Arms and legs crossed Hands in pockets

14-28

The presenting problem

may not be re

al problem

Conflict Resolution

1. Make sure people involved actually disagree

2. Ensure that everyone has correct information

3. Discover needs each person is trying to meet

4. Search for alternatives

5. Repair negative feelings

14-29

Constructive Responses to Criticism

Paraphrasing Checking for feelings Checking inferences Buying time with limited agreement Using you-attitude

Look at things from others’ viewpoint

14-30

Effective Meeting Guidelines

Make purpose explicit Distribute an agenda Allow time for discussion Save time with an omnibus motion Pay attention to people and process

as well as tasks

14-31

Effective Meeting Guidelines, continued…

Summarize group’s consensus after each point

Summarize all decisions at end of meeting

14-32

Collaborative Writing

Working with other writers to produce a single document

Requires attention to— Group formation progress Conflict resolution Steps in writing process

14-33

Collaborative Writing, continued… Planning

Make analysis explicit; know where you agree and disagree

Plan organization, format, and style before anyone writes

Consider work styles and other commitments

Decide how you will give constructive feedback

Build leeway into deadlines

14-34

Collaborative Writing, continued…

Composing Carefully label and date drafts If quality is crucial, have best writer

compose after others gather data

14-35

Collaborative Writing, continued…

Revising Evaluate content, discuss revisions as

group Recognize that different people favor

different writing styles When satisfied with content, have best

writer make all changes

14-36

Collaborative Writing, continued…

Editing & Proofreading One person checks

mechanics, format, and style for correctness, consistency

Use a spell checker Also proofread document

14-37

Make Group Process Work

Allow ample time to discuss problems, find solutions

Get to know group members, build group loyalty

Attend all meetings; carry out your duties

14-38

Make Group Process Work

Note that people have different ways of expressing themselves

Don’t assume that smooth discussion means total agreement