Communicating in Teams and Mastering Listening and Nonverbal
Communicating in Teams and Mastering Listening and Nonverbal Communication Skills © Prentice Hall Business Communication Today, 9 e Chapter 2 - 1
Improving Your Performance in Teams • Team – Two or more people – Share mission/responsibility – Working toward a goal • Formal – Committees • Informal – Task forces and problem-solving teams © Prentice Hall Business Communication Today, 9 e Chapter 2 - 2
Overview of Teams Advantages Disadvantages • Increased information • Groupthink • Diversity of views • Hidden agendas • Accepting solutions • Free riders • Performance levels • High costs © Prentice Hall Business Communication Today, 9 e Chapter 2 - 3
Characteristics of Effective Teams • • • Clear objective Sense of purpose Open communication Consensus decision making Creative thinking Conflict resolution © Prentice Hall Business Communication Today, 9 e Chapter 2 - 4
Collaborative Writing Guidelines • • Select members carefully Agree on project goals Take time to bond Clarify individual responsibilities © Prentice Hall Business Communication Today, 9 e Chapter 2 - 5
Collaborative Writing Guidelines • • Set clear processes Avoid group writing Ensure compatibility Check progress often © Prentice Hall Business Communication Today, 9 e Chapter 2 - 6
Collaborative Writing Technologies • Websites more control – Organization – Workflow – Content • Wikis more flexibility – Organization – Workflow – Content © Prentice Hall Business Communication Today, 9 e Chapter 2 - 7
Group Dynamics • Roles that team members assume • Phase of team development • Success in resolving conflict • Success in overcoming resistance © Prentice Hall Business Communication Today, 9 e Chapter 2 - 8
Assuming Team Roles • Self-oriented – Controlling, withdrawing, diverting, seeking attention • Team-maintenance – Encouraging, harmonizing, compromising • Task-oriented – Initiating, information giving or seeking, coordinating, procedure setting © Prentice Hall Business Communication Today, 9 e Chapter 2 - 9
Team Evolution • Orientation • Conflict • Brainstorming • Emergence • Reinforcement © Prentice Hall Business Communication Today, 9 e Chapter 2 - 10
Sources of Team Conflict • Scarce resources • Task responsibilities • Incompatible ideas • Poor communication • Attitudes and values • Power struggles • Conflicting goals © Prentice Hall Business Communication Today, 9 e Chapter 2 - 11
Types of Conflict • Constructive (win-win) – Exposes issues – Boosts involvement – Generates ideas • Destructive (win-lose, or lose-lose) – Diverts energy – Destroys morale – Divides the team © Prentice Hall Business Communication Today, 9 e Chapter 2 - 12
Resolving Conflict • Proaction • Communication • Openness • Research • Flexibility • Fair play • Alliance © Prentice Hall Business Communication Today, 9 e Chapter 2 - 13
Overcoming Resistance • Express understanding • Bring resistance into the open • Evaluate objections fairly • Withhold arguments © Prentice Hall Business Communication Today, 9 e Chapter 2 - 14
Etiquette in Team Settings • In the workplace • In social settings © Prentice Hall Business Communication Today, 9 e Chapter 2 - 15
Workplace Etiquette • Appearance and grooming • A genuine smile • Telephone skills © Prentice Hall Business Communication Today, 9 e Chapter 2 - 16
Etiquette in Social Settings • First impressions • Personal introductions • Dining etiquette • Misuse of mobile phones • Inappropriate topics © Prentice Hall Business Communication Today, 9 e Chapter 2 - 17
Productive Meetings • Preparation • Efficiency • Technology © Prentice Hall Business Communication Today, 9 e Chapter 2 - 18
Preparing for Meetings • Decide on the purpose • Select participants • Choose the location • Set and follow an agenda © Prentice Hall Business Communication Today, 9 e Chapter 2 - 19
Leading and Participating • Stay on track • Follow the rules • Promote participation • Participate actively • Close effectively © Prentice Hall Business Communication Today, 9 e Chapter 2 - 20
Meeting Technologies • Virtual teams • Virtual meetings • Groupware © Prentice Hall Business Communication Today, 9 e Chapter 2 - 21
Improving Listening Skills • Strengthen relationships • Expedite product delivery • Highlight opportunities • Support workplace diversity • Build foundation for trust • Enhance performance © Prentice Hall Business Communication Today, 9 e Chapter 2 - 22
Types of Listening • Content listening • Critical listening • Empathetic listening • Active listening © Prentice Hall Business Communication Today, 9 e Chapter 2 - 23
The Listening Process • Receiving • Decoding • Remembering • Evaluating • Responding © Prentice Hall Business Communication Today, 9 e Chapter 2 - 24
Barriers to Listening • Physical elements • Selective listening • Short attention span • Prejudgment and defensiveness • Little common ground • Memory barriers © Prentice Hall Business Communication Today, 9 e Chapter 2 - 25
Nonverbal Communication • Complement verbal communication • Reveal the truth • Convey information efficiently © Prentice Hall Business Communication Today, 9 e Chapter 2 - 26
Recognizing Nonverbal Communication • Facial expressions • Gestures and posture • Vocal characteristics • Personal appearance • Touching behavior • Use of time and space © Prentice Hall Business Communication Today, 9 e Chapter 2 - 27
Maximizing Nonverbal Communication Skills • Note facial expressions • Watch gestures and postures • Listen for vocal characteristics • Recognize physical appearance • Be careful with physical contact • Observe use of time and space © Prentice Hall Business Communication Today, 9 e Chapter 2 - 28
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