Communicating in Teams Listening Nonverbal and Meeting Skills

Communicating in Teams: Listening, Nonverbal, and Meeting Skills © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 1

Overview of Teams Advantages • Information • Diversity & knowledge of views • Acceptance © Pearson Education Canada, 2005 • Groupthink • Hidden of solutions • Performance Disadvantages agendas • Free riders • High costs Business Communication Essentials, Canadian Edition 2

Characteristics of Effective Teams • Have a clear sense of purpose • Communicate openly and honestly • Reach decisions by consensus • Think creatively • Remain focused • Resolve conflict effectively © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 3

Preparing for Meetings • Decide on the purpose • Select participants • Choose the location • Set and follow an agenda © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 4

Effective Meetings • Keep the meeting on track • Encourage participation • Close effectively • Follow up © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 5

The Listening Process • Receiving • Interpreting • Remembering • Evaluating • Responding © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 6

Barriers to Listening • Prejudgment • Self-centredness • Selective listening © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 7

Effective Listening • Find areas of interest • Focus on content • Hold your fire • Listen for ideas • Take selective notes © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 8

Effective Listening • Work at listening • Block competing thoughts • Paraphrase the speaker • Stay open-minded • Stay ahead of the speaker © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 9

Receiving Telephone Calls • Answer promptly • Identify yourself • Establish the caller’s needs • Be positive • Take messages • Explain your actions © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 10

Making Telephone Calls • Get ready • Schedule the call • Minimize distractions • Introduce yourself • Maximize your time • Maintain focus • Use a positive close © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 11

Using Voice Mail • Minimize time zones • Reduce paperwork © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 12

Effective Voice Mail Greetings • • • Be brief and accurate Sound professional Keep callers in mind Make options helpful Update your greetings Respond to calls promptly © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 13

Effective Voice Mail Messages • • • Keep the message simple Sound professional Avoid personal messages Replay the message Avoid multiple messages Don’t hide behind voice mail © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 14

Nonverbal Communication • Sound and tone cues • Gestures • Facial expressions • Spatial relationships • Attitudes towards time © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 15

Types of Nonverbal Communication • Facial expressions • Gestures and posture • Vocal characteristics • Personal appearance • Touching behavior • Use of time and space © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 16

Maximizing Nonverbal Communication • • • Avoid conflicting signals Strive for honesty Smile genuinely Maintain eye contact Be aware of posture and gestures Use appropriate vocal signals © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 17

Maximizing Nonverbal Communication • • • Know and reflect your audience Acknowledge comfort zones Shake hands appropriately Respect varying attitudes about time Use touch carefully Be aware of false cues © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 18