© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 1

Communicating in Communicating in Teams and Mastering Teams and Mastering

Listening and Listening and Nonverbal Nonverbal

CommunicationCommunication

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 2

Improving Your Improving Your Performance in TeamsPerformance in Teams• Formal– Permanent committees

• Informal– Task forces and problem-solving teams

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 3

Overview of TeamsOverview of TeamsAdvantagesAdvantages

Increased information Increased information Broad knowledge baseBroad knowledge baseDiversity of viewsDiversity of viewsAcceptance of solutionsAcceptance of solutionsPerformance levelsPerformance levels

DisadvantagesDisadvantages

GroupthinkGroupthinkPeer pressurePeer pressureHidden agendasHidden agendasFree ridersFree ridersHigh costsHigh costs

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 4

Team CommunicationTeam Communication

• Select members carefully• Agree on project goals• Take time to bond• Clarify individual responsibilities

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 5

Team CommunicationTeam Communication

• Set clear processes• Select tools and techniques• Avoid group writing• Check progress often

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 6

Group DynamicsGroup Dynamics

• Team roles• Group norms• Team identity

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 7

Assuming Team RolesAssuming Team Roles

• Self-oriented• Team-maintenance• Task-facilitating

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 8

Team Decision MakingTeam Decision Making

• Orientation• Conflict• Brainstorming• Emergence• Reinforcement

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 9

Team ConflictTeam Conflict• Scarce resources• Task responsibilities• Poor communication• Attitudes and values• Power struggles• Conflicting goals

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 10

Types of ConflictTypes of Conflict• Constructive

– Exposes issues– Boosts involvement– Generates ideas

• Destructive– Diverts energy– Destroys morale– Divides the team

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 11

Resolving ConflictResolving Conflict• Proaction• Communication• Openness• Research• Flexibility• Fair play• Alliance

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 12

Overcoming ResistanceOvercoming Resistance

• Express understanding• Raise awareness• Evaluate objections • Withhold arguments

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 13

Workplace EtiquetteWorkplace Etiquette

• Appearance and grooming• A genuine smile• Telephone skills

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 14

Workplace EtiquetteWorkplace Etiquette

• Appearance and grooming• A genuine smile• Telephone skills

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 15

Social EtiquetteSocial Etiquette

• First impressions• Personal introductions• Dining etiquette• Misuse of mobile phones• Inappropriate topics

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 16

Productive MeetingsProductive Meetings

• Preparation• Efficiency• Technology

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 17

Preparing for MeetingsPreparing for Meetings

• Decide on the purpose• Select participants• Choose the location• Set and follow an agenda

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 18

Leading and Leading and ParticipatingParticipating

• Stay on track• Follow the rules• Promote participation• Participate actively• Close effectively

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 19

Meeting Technology Meeting Technology

• Virtual teams• Virtual meetings• Groupware• Networks

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 20

E-Mail in the WorkplaceE-Mail in the Workplace

• Advantages– Information sharing– Project collaboration

• Disadvantages– Non-real time– Information delays

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 21

Instant Messaging Instant Messaging in the Workplacein the Workplace

• Basic chat• Presence awareness• Video capabilities• Remote PC control• Remote display• Virtual agents

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 22

Advantages Advantages of Instant Messagingof Instant Messaging

• Rapid response• Reduced costs• Conversation aspects• Wide availability

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 23

Disadvantages Disadvantages of Instant Messagingof Instant Messaging

• Technical issues– Security and privacy– User identification–Message logging– Incompatible systems

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 24

Disadvantages Disadvantages of Instant Messagingof Instant Messaging

• Behavioral issues– Interruptions– Business vs. personal usage– Being out of the loop–Wasted time

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 25

Effective Workplace IMEffective Workplace IM• Schedule usage• Protect confidential information• Avoid personal messages• Minimize impromptu meetings• Avoid long, complex messages

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 26

Effective Workplace IMEffective Workplace IM

• Train all personnel• Avoid multiple conversations• Minimize IM slang• Maintain “spim” filters

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 27

Shared WorkspacesShared Workspaces

• The virtual office– Resources and information– Built-in intelligence– Revision control– Presence awareness

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 28

Virtual MeetingsVirtual Meetings

• IM chat• Teleconferencing• Video-conferencing• Web-based systems

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 29

Improving Listening Improving Listening SkillsSkills

• Strengthens relationships• Expedites product delivery• Highlights opportunities• Supports workforce diversity• Builds foundation for trust• Enhances performance

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 30

Categories of ListeningCategories of Listening

• Content listening• Critical listening• Empathetic listening

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 31

The Listening ProcessThe Listening Process

• Receiving• Interpreting• Remembering• Evaluating• Responding

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 32

Barriers to ListeningBarriers to Listening

• Physical elements• Selective listening• Short attention span• Prejudgment• Little common ground• Memory barriers

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 33

Nonverbal Nonverbal CommunicationCommunication

• Complement verbal communication• Reveal the truth• Convey information efficiently

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 2 - 34

Categories of Nonverbal Categories of Nonverbal CommunicationCommunication

• Facial expressions• Gestures and posture• Vocal characteristics• Personal appearance• Touching behavior• Use of time and space