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Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

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Exploring Business Communication Exploring Business Communication ConceptsConcepts


• Maslow’s Hierarchy of NeedsMaslow’s Hierarchy of Needs

• Stroking Stroking

• Johari WindowJohari Window

• McGregor’s Theory X and YMcGregor’s Theory X and Y

Behavioral TheoriesBehavioral Theories Impact Communication Impact Communication

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McGregor’s Management StylesMcGregor’s Management Styles

• Workers inherently Workers inherently dislike workdislike work

• Talent is narrowly Talent is narrowly distributeddistributed

• Workers will do as Workers will do as little work as they little work as they are required to doare required to do

• Workers like workWorkers like work• Work is widely Work is widely

distributed distributed throughout the throughout the workforceworkforce

• Workers can be Workers can be motivated to work motivated to work independentlyindependently

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Theory XTheory XTheory XTheory X Theory YTheory YTheory YTheory Y


Johari Window:Johari Window:Trust and Self-DisclosureTrust and Self-Disclosure

Help Expand the Open Area Help Expand the Open Area

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K N O W N T OO T H E R S

K N O W N T O S E L F N O T K N O W N T O S E L F

N O T K N O W N T O O T H E R S

IF r e e o r o p e n a r e a

I I IH i d d e n a r e a

I IB l i n d a r e a

I VU n k n o w n a r e a


• MetacommunicationMetacommunication— NNot expressed in words but ot expressed in words but

accompanies a verbal messageaccompanies a verbal message

• VisualVisual— All types of body movements (gestures, All types of body movements (gestures,

eye contact, and facial expressions) eye contact, and facial expressions) — Attire and groomingAttire and grooming

• VocalVocal— Tone and projectionTone and projection

Nonverbal Communication Nonverbal Communication Conveys Added MeaningConveys Added Meaning

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Effective Listeners . .Effective Listeners . . . .

• Minimize distractionsMinimize distractions

• Get in touch with the speakerGet in touch with the speaker

• Use knowledge of speaker to advantageUse knowledge of speaker to advantage

• Indicate their active involvementIndicate their active involvement

• Do not interrupt unnecessarilyDo not interrupt unnecessarily

• Ask reflective questions Ask reflective questions

• Send probing prompts to theSend probing prompts to thespeakerspeaker

• Use lag time wiselyUse lag time wisely

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Characteristics of Effective TeamsCharacteristics of Effective Teams

• Common goals

• Role perception

• Longevity

• Size

• Status

• Group norms

• Leadership

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Team RolesTeam Roles

• Isolate • Dominator • Free rider • Detractor• Digressor • Airhead • Socializer

• Facilitator

• Harmonizer

• Record keeper

• Reporter

• Leader

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NegativeNegativeNegativeNegative PositivePositivePositivePositive


Team BehaviorsTeam Behaviors

• CommitmentCommitment

• CooperationCooperation

• CommunicationCommunication

• ContributionContribution

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Face-to-Face MeetingsFace-to-Face Meetings

• Provide rich, Provide rich, nonverbal cuesnonverbal cues

• Are preferred when Are preferred when dealing with dealing with sensitive sensitive

• Are beneficial for Are beneficial for establishing group establishing group rapport and rapport and relationshipsrelationships

• Pose logistical issues Pose logistical issues of time, place, and of time, place, and schedulesschedules

• May be dominated by May be dominated by overly vocal, quick-overly vocal, quick-to-speak, and high to-speak, and high status membersstatus members

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AdvantagesAdvantagesAdvantagesAdvantages LimitationsLimitationsLimitationsLimitations


Electronic MeetingsElectronic Meetings

• Facilitate geographically dispersed groups

• Speed up meeting follow-up activities

• Place all participants on a more even level

• CCannot replace face-annot replace face-to-face contact for to-face contact for certain type meetingscertain type meetings

• Can make consensus Can make consensus harder to reachharder to reach

• Are dependent onAre dependent on participants having participants having excellent excellent keyboarding skillskeyboarding skills

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AdvantagesAdvantagesAdvantagesAdvantages LimitationsLimitationsLimitationsLimitations


Suggestions for Suggestions for Effective MeetingsEffective Meetings

• Limit meeting length and frequency • Make satisfactory arrangements • Distribute the agenda well in advance• Encourage participation • Maintain order• Manage conflict and seek

consensus• Prepare thorough

minutes

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