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Communicating in Teams:Listening, Nonverbal, and

Meeting Skills

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What is a team?

A team is a unit of two or more

people who share a missionand the responsibility for

working to achieve a commongoal

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Overview of Teams

Advantages

Information & knowledge

Diversity of views

Acceptance of solutions

Performance

Disadvantages

Groupthink

Hidden agendas

Free riders

High costs

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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

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Preparing for Meetings

Decide on the purpose

Select participants Choose the location

Set and follow an agenda

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Effective Meetings

Keep the meeting on track

Encourage participation Close effectively

Follow up

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The Listening Process

Receiving

Interpreting Remembering

Evaluating

Responding

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Barriers to Listening

Prejudgment

Self-centredness Selective listening

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Effective Listening Find areas of interest

Focus on content

Hold your fire

Listen for ideas

Take selective notes

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Effective Listening Work at listening

Block competing thoughts

Paraphrase the speaker

Stay open-minded

Stay ahead of the speaker

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Receiving Telephone Calls

Answer promptly

Identify yourself

Establish the callers needs

Be positive

Take messages

Explain your actions

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Making Telephone Calls

Get ready

Schedule the call

Minimize distractions

Introduce yourself

Maximize your time

Maintain focus

Use a positive close

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Using Voice Mail

Minimize time zones

Reduce paperwork

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Effective

Voice Mail Greetings Be brief and accurate

Sound professional

Keep callers in mind

Make options helpful

Update your greetings Respond to calls promptly

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Effective

Voice Mail Messages Keep the message simple

Sound professional

Avoid personal messages

Replay the message

Avoid multiple messages Dont hide behind voice mail

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Nonverbal Communication

Sound and tone cues

Gestures

Facial expressions

Spatial relationships

Attitudes towards time

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Types of Nonverbal

Communication Facial expressions

Gestures and posture

Vocal characteristics

Personal appearance

Touching behavior

Use of time and space

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Avoid conflicting signals

Strive for honesty

Smile genuinely

Maintain eye contact

Be aware of posture and gestures

Use appropriate vocal signals

Maximizing Nonverbal

Communication

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Know and reflect your audience

Acknowledge comfort zones

Shake hands appropriately

Respect varying attitudes about time

Use touch carefully

Be aware of false cues

Maximizing Nonverbal

Communication