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Communicating in Teams and Mastering Listening, Nonverbal Communication, and Business Etiquette Skills. Working in Teams. Two or more people Common goal Shared mission Shared responsibility. Types of Workplace Teams. Problem solving Taskforces Committees Virtual teams. - PowerPoint PPT Presentation
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© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 1
Communicating in Teams Communicating in Teams and Mastering Listening, and Mastering Listening,
Nonverbal Nonverbal Communication, and Communication, and
Business Etiquette SkillsBusiness Etiquette Skills
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 2
Working in TeamsWorking in Teams
• Two or more people
• Common goal
• Shared mission
• Shared responsibility
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 3
Types of Workplace Types of Workplace TeamsTeams
• Problem solving
• Taskforces
• Committees
• Virtual teams
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 4
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, 2005 Excellence in Business Communication Chapter 2 - 5
Group DynamicsGroup Dynamics
• Team roles
• Group norms
• Team identity
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 6
Team RolesTeam Roles
• Self-oriented
• Team-maintenance
• Task-facilitating
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 7
Team Decision MakingTeam Decision Making
• Orientation
• Conflict
• Brainstorming
• Emergence
• Reinforcement
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 8
Conflict in TeamsConflict in Teams
• Scarce resources
• Task responsibilities
• Poor communication
• Attitudes, values, and personalities
• Power struggles
• Conflicting goals
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 9
Types of ConflictTypes of Conflict
• Constructive– Exposes issues
– Increases involvement
– Generates ideas
• Destructive– Diverts energy
– Destroys morale
– Divides the team
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 10
Conflict Resolution Conflict Resolution StrategiesStrategies
• Win-lose
• Lose-lose
• Win-win
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 11
Overcome ResistanceOvercome Resistance
• Express understanding
• Raise awareness
• Evaluate objections
• Withhold arguments
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 12
Effective TeamsEffective Teams
• Have a clear sense of purpose
• Communicate openly and honestly
• Reach decisions by consensus
• Think creatively
• Remain focused
• Resolve conflict effectively
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 13
Collaborative WritingCollaborative Writing
• Team members
• Strong leadership
• Cooperation
• Clear goals
• Solid commitment
• Clear responsibility
• Prompt action
• Compatible
technology
• Applied technology
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 14
Critiquing WritingCritiquing Writing
• Are the instructions clear?
• Does the document accomplish its
purpose?
• Is the factual material correct?
• Is the language unambiguous?
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 15
Productive MeetingsProductive Meetings
• Decide on the purpose
• Select participants
• Choose the location
• Set and follow an agenda
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 16
Effective MeetingsEffective Meetings
• Stay on track
• Follow parliamentary procedure
• Encourage participation
• Close effectively
• Follow up
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 17
Usage of Business Usage of Business
Communication ChannelsCommunication Channels
• Listening 45%
• Reading 16%
• Speaking 30%
• Writing 9%
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 18
The Listening ProcessThe Listening Process
• Receiving
• Interpreting
• Remembering
• Evaluating
• Responding
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 19
Barriers to ListeningBarriers to Listening
• Physical distraction
• Differing viewpoints
• Inappropriate
reaction
• Prejudgment
• Self-centeredness
• Selective listening
• Speech/thought
disparity
• Poor note taking
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 20
Benefits of Effective Benefits of Effective
ListeningListening
• Strengthen relationships
• Enhance productivity
• Recognize innovation
• Manage diversity
• Gain a personal edge
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 21
Effective ListeningEffective Listening
• Listen to challenging material
• Match listening style to speaker
purpose
• Minimize physical distractions
• Practice active listening
• Provide appropriate feedback
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 22
Basic CommunicationBasic Communication
• Nonverbal
– Less structured, harder to classify
–More spontaneous, less control
• Verbal
–More structured, easier to study
– Conscious purpose, more control
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 23
Types of Nonverbal Types of Nonverbal CommunicationCommunication
• Facial expressions
• Gestures and posture
• Vocal characteristics
• Personal appearance
• Touching behavior
• Use of time and space
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 24
Functions of Nonverbal Functions of Nonverbal
CommunicationCommunication
• Reinforcement
• Negation
• Substitution
• Intensification
• Regulation
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 25
Detecting the TruthDetecting the Truth
• Response time
• Distancing
• Uneven speech
• Gap filling
• Raised pitch
• Squirming
• Eye contact
• Micro-expressions
• Comfort gestures
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 26
Maximizing CredibilityMaximizing Credibility
• Eye behavior
• Gestures
• Posture
• Voice
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 27
Improving Business Improving Business EtiquetteEtiquette
• Workplace appearance
• Face-to-face interactions
• Telephone interactions
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 28
Workplace AppearanceWorkplace Appearance
• Smooth and finished
• Elegant and refined
• Crisp and starchy
• Up-to-the-minute trendy
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 29
Face-to-Face Face-to-Face InteractionsInteractions
• Smiling
• Shaking hands
• Making introductions
• Sharing meals
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 30
Telephone InteractionsTelephone Interactions
• Use verbal responses
• Increase volume slightly
• Vary pitch and inflection
• Speak to be understood
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 31
Receiving Phone CallsReceiving Phone Calls
• Answer promptly with a smile
• Identify yourself
• Establish the caller’s needs
• Be positive
• Take accurate messages
• Explain your actions
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 32
Making Phone CallsMaking Phone Calls
• Be ready before you call
• Schedule the call
• Minimize distractions
• Introduce yourself
• Don’t waste time
• Stay focused
• Close on a positive note
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 33
Using Voice MailUsing Voice Mail
• Brief, accurate statements
• Professional tone
• Caller-focus
• Helpful options
• Current message
• Prompt response
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 34
Leaving Voice MailLeaving Voice Mail
• Keep it simple
• Sound professional
• Avoid personal messages
• Replay the message
• Avoid multiple messages
• Don’t hide behind voice mail