Communicating in Teams and Mastering Listening...

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Learning ObjectivesAFTER STUDYING THIS CHAPTER, YOU WILL BE ABLE TO

1 Highlight the advantages and disadvantages of working in teams

2 Identify eight guidelines for successful collaborative writing

3 Explain how wiki technology can help teams collaborate

4 Explain how group dynamics can affect team effectiveness

5 Describe how meeting technologies can help participants communicate moresuccessfully

6 Describe the listening process, and explain how good listeners overcome barri-ers at each stage of the process

7 Clarify the importance of nonverbal communication, and briefly describe six cat-egories of nonverbal expression

8 Discuss the role of business etiquette, both in the workplace and in social settings

Chapter 2

Communicating in Teams and Mastering Listening

and Nonverbal Communication Skills

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Excellence in Business Communication, Eighth Edition, by John V. Thill and Courtland L. Bovée. Published by Prentice Hall.Copyright © 2008 by Pearson Education, Inc.

Let’s face it: Frontline jobs inretail don’t have the greatestreputation. For employees, thesepositions often combine low paywith high stress, leading to rapidburnout and frequent turnover.From a customer’s perspective,retail employees seem to fall into two categories: unmotivatedrookies or aggressive sellers whoseem more intent on gettingtheir commissions than helpingcustomers.

When they founded TheContainer Store, Garrett Booneand Kip Tindell set out to shatterthese expectations by creating apleasant, welcome working andshopping experience. As millionsof frustrated consumers know all too well, though, deliveringgreat customer service isn’t easy.The Container Store manages to do so through respect foremployees, open communica-tion, and a structure that pro-motes teamwork over individual competition.

When selecting new employees, for instance, thecompany engages in a comprehensive interviewingand selection process to find the perfect person foreach position, driven by the belief that one greatemployee equals three good ones. At The Container

Store, a great employee is self-motivated, team oriented, andpassionate about customer ser-vice. Most new hires are formercustomers, in fact, so they’realready fans of the companybefore they join.

That emphasis on team-work is reinforced twice a day,before opening and after clos-ing, through a meeting called“the huddle.” Similar to a hud-dle in football, it helps to giveeveryone a common purpose:set goals, share information,boost morale, and bond as ateam. Team-building efforts arefurther encouraged by partici-pation in community outreachactivities, such as school supplydrives, and through purelyrecreational activities dreamedup by the employees on theFun Committee.

Through a commitment toteamwork and effective com-

munication, The Container Store paves the way for itsemployees to deliver great customer service. Tindellbelieves that full, open communication with employ-ees takes courage but says, “The only way that peo-ple feel really, really a part of something is if theyknow everything.”1

www. containerstore. com

On the JobCOMMUNICATING AT THE CONTAINER STORE

SOLID TEAMWORK + EFFECTIVE COMMUNICATION = A GREAT SHOPPING EXPERIENCE

39

Daily “huddles” at The Container Store, informalmeetings among team members, reinforce com-pany values and let people exchange importantinformation.


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40 Part I Understanding the Foundations of Business Communication

Team members have a sharedmission and are collectivelyresponsible for their work.

Two popular types of informal teamsare problem-solving teams and taskforces.

Effective communication is essentialto every aspect of team performance.

IMPROVING YOUR PERFORMANCE IN TEAMSYou may never work in a retail operation such as The Container Store (profiled in thechapter opener), but chances are quite good that your career will involve working inteams and other group situations that will test your communication skills. A team isa unit of two or more people who share a mission and the responsibility for workingto achieve a common goal.2 Companies can create formal teams that become part ofthe organization’s structure, or they can establish informal teams that aren’t part of theformal organization but are created to solve particular problems, work on specificactivities, or encourage employee participation.

Problem-solving teams and task forces are informal teams that assemble toresolve specific issues and then disband when their goal has been accomplished.Such teams are often cross-functional, pulling together people from a variety of depart-ments with different areas of expertise and responsibility. The resulting diversity ofopinions and interests can lead to tensions that highlight the need for effective com-munication. For instance, consider a cross-functional team charged with making aproduct more competitive in the marketplace. A representative from the sales depart-ment might complain that the product’s price is too high because manufacturing hasnot done enough to lower production costs. Someone from manufacturing mightcounter that costs are already as low as possible but perhaps the sales departmentdoesn’t know how to sell the product effectively. Balancing these competing interestsand opinions without letting them boil over into personal animosity requires skill atlistening, speaking, and writing.

Committees are formal teams that usually have a long life span and can becomea permanent part of the organizational structure. Committees typically deal with reg-ularly recurring tasks, such as an executive committee that meets monthly to planstrategy and review results.

Whatever the purpose and function of your team, you and your fellow teammembers must be able to communicate effectively with each other and with peopleoutside your team. As Chapter 1 points out, this ability often requires taking on addi-tional responsibility for communication: sharing information with team members,listening carefully to their inputs, and crafting messages that reflect the team’s collec-tive ideas and opinions. Increasingly, this communication takes place long distance,

with virtual teams connecting from remote locations using avariety of meeting technologies (see “Using Meeting Tech-nologies” on page 51).

Advantages and Disadvantages of Teams

When teams are successful, they improve productivity, cre-ativity, employee involvement, and even job security.3 Teamsare frequently at the core of participative management, theeffort to involve employees in the company’s decision mak-ing. Getting employees involved in the daily operation oftheir own stores is one of the central principles of participa-tive management at The Container Store, as managers andemployees share vital business information every day. A suc-cessful team can provide a number of advantages:4

• Increased information and knowledge. By pooling theresources of several individuals, teams have access to moreinformation in the decision-making process.

• Increased diversity of views. Team members can bring avariety of perspectives to the decision-making process.

Companies in fast-moving industries rely on teams to workclosely and quickly to solve problems and capitalize on marketopportunities.


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Chapter 2 Communicating in Teams and Mastering Listening and Nonverbal Communication Skills 41

Effective teams can pool knowledge,take advantage of diverse viewpoints,and increase acceptance of solutionsthe team proposes.

Keep in mind, however, that unless these diverse viewpoints are guided by ashared goal, the multiple perspectives can actually hamper a team’s efforts.5

• Increased acceptance of a solution. Those who participate in making a decisionare more likely to support the decision enthusiastically and encourage others toaccept it.

• Higher performance levels. Working in teams can unleash new levels of creativ-ity and energy in workers who share a sense of purpose and mutual accountability.Effective teams can be better than top-performing individuals at solving complexproblems.6 Furthermore, teams fill an individual worker’s need to belong to agroup, reduce employee boredom, increase feelings of dignity and self-worth, andreduce stress and tension between workers.

Although teamwork has many advantages, it also has a number of potential disad-vantages. At their worst, teams are unproductive and frustrating, and they waste every-one’s time. Teams need to be aware of and work to counter the following disadvantages:

• Groupthink. Groupthink occurs when pressures to conform with accepted normsof behavior cause individual team members to withhold contrary or unpopularopinions. The result can be decisions that are worse than ones the team membersmight have made individually.

• Hidden agendas. Some team members may have a hidden agenda—private,counterproductive motives, such as a desire to take control of the group or toundermine someone else on the team.

• Free riders. Some team members may be free riders—individuals who don’t con-tribute their fair share to the group’s activities.

• Cost. Another important drawback to teamwork is the high cost of coordinatinggroup activities. Aligning schedules, arranging meetings, and coordinating indi-vidual parts of a project can eat up a lot of time and money.

Characteristics of Effective Teams

To be effective collaborators in a team setting, you and your colleagues should recog-nize that each individual brings valuable assets, knowledge, and skills to the team.Strong collaborators are willing to exchange information, examine issues, and workthrough conflicts that arise. They trust each other, working toward the greater goodof the team and organization rather than focusing on personal agendas.7

The most effective teams have a clear objective and a shared sense of purpose,communicate openly and honestly, reach decisions by consensus, think creatively,and know how to resolve conflict.8 Learning these team skills takes time and prac-tice, so U.S. companies now teach teamwork more frequently than any other aspectof business.9

In contrast, unsuccessful teamwork can waste time and money, generate lower-quality work, and frustrate both managers and employees. A lack of trust is cited asthe most common reason for the failure of teams. This lack of trust can result fromteam members who are suspicious of one another’s motives or ability to contribute.10

Another common reason for failure is poor communication, particularly when teamsoperate across cultures, countries, and time zones.11 Poor communication can alsoresult from basic differences in conversational styles. Some people expect conversa-tion to follow an orderly pattern in which team members wait their turns to speak.Others view conversation as more spontaneous and are comfortable with an overlap-ping, interactive style.12

Teams need to avoid the negativeimpact of groupthink, hiddenagendas, free riders, and excessivecosts.

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Team Communication

Collaborating on reports, websites, presentations, and other communication projectsgives teams the opportunity to capitalize on each person’s unique presentation andcommunication skills. In other words, the collective energy and expertise of the teamcan be used to create something that transcends what each individual could do oth-erwise.13 However, collaborating on team messages requires special effort; the fol-lowing section offers a number of guidelines to help you write well as a team.

Collaborative Writing Guidelines In any collaborative effort, it’s important torecognize that team members coming from different backgrounds may have differentwork habits or concerns: A technical expert may focus on accuracy and scientificstandards, whereas an editor may be more concerned about organization and coher-ence. In addition, team members differ in writing styles and personality traits—twofactors that can complicate the creative nature of communication.

To collaborate effectively, everyone involved must be flexible and open to otheropinions, focusing on team objectives rather than on individual priorities.14

Successful writers know that most ideas can be expressed in many ways, so theyavoid the “my way is best” attitude. The following guidelines will help you collabo-rate more successfully:15

• Select collaborators carefully. Choose a combination of people who have theexperience, information, and talent needed for each project.

• Agree on project goals before you start. Starting without a clear idea of what youhope to accomplish inevitably leads to frustration and wasted time.

• Give your team time to bond before diving in. If people haven’t had the oppor-tunity to work together before, make sure they can get to know each other beforebeing asked to collaborate.

• Clarify individual responsibilities. Because team members will be depending oneach other, make sure individual responsibilities are clear, including who is sup-posed to do what and by when.

• Establish clear processes. Make sure everyone knows how the work will bedone, including checkpoints and decisions to be made along the way.

• Avoid writing as a group. The actual composition is the only part of developingteam messages that does not usually benefit from group participation. Group writ-ing is often a slow, painful process that delivers bland results. Plan, research, andoutline together but try to assign the actual writing to one person or divide largerprojects among multiple writers. And if you divide the writing, try to have oneperson do a final revision pass to ensure a consistent style.

• Make sure tools and techniques are ready and compatible across the team. Ifyou plan to use technology for sharing or presenting materials, test the system beforework begins. (See the following section for more on collaboration technologies.)

• Check to see how things are going along the way. Don’t assume that everythingis working just because you don’t hear anything negative.

Collaborative Writing Technologies A variety of collaboration tools exist tohelp teams write, including group review and commenting features in word proces-sors, multiauthor blogs, and content management systems that organize and controlthe content for websites. Each of these tools addresses specific needs, but none offersquite the level of direct collaboration as the wiki. A wiki, from the Hawaiian word for

Successful collaboration requires anumber of steps, from selecting theright partners and agreeing onproject goals to establishing clearprocesses and avoiding writing as agroup.

Collaboration tools includemultiauthor blogs, contentmanagement systems, and wikis.


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FIGURE 2.1Using a Wiki for CollaborativeCommunicationThe “[EDIT]” links on thiswebpage are telltale signs of awiki—in this case, the onlineuser’s manual for the WordPressblogging system. Anyone whowants to contribute can expandand improve the instructions andadvice that benefit the entirecommunity of WordPress users.

quick, is a website that allows anyone with access to add new material and edit exist-ing material (see Figure 2.1). Public wikis allow anyone to edit pages; private wikisare accessible only by permission. For instance, Yahoo! uses private wikis to facilitatecommunication among hundreds of team members around the world involved increating and documenting new services.16

Key benefits of wikis include simple operation—writers don’t need to know anyof the techniques normally required to create web content—and the freedom to postnew or revised material without prior approval. This approach is quite different froma content management system, in which both the organization of the website and theworkflow (the rules for creating, editing, reviewing, and approving content) are tightlycontrolled.17 But with a wiki, if you see a way to improve a particular page or want toadd a new page, you simply edit or write using your web browser, and it’s done. Acontent management system is a great way to maintain consistent presentation on acompany’s primary public website, whereas wikis allow teams to collaborate withspeed and flexibility.

Enterprise wiki systems extend the wiki concept with additional features for busi-ness use that ensure information quality and confidentiality without losing the speed

Benefits of wikis include simpleoperation and the ability to post newor revised material instantly, withouta formal review process.


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FIGURE 2.2Shared WorkspacesShared workspaces, such as thisexample from Microsoft’sSharePoint system, give virtualteams instant access to thedocuments, calendars, and otherfiles and information needed forsuccessful collaboration.

and flexibility of a wiki. For instance, access control lets a team leader identify who isallowed to read and modify the wiki. Change monitoring alerts team members whensignificant changes or additions are made. And rollback allows a team to “travel backin time” to see all previous versions of pages.18

To use a wiki productively, keep these points in mind:19

• Contributors need to let go of traditional expectations of authorship, includingindividual recognition.

• Team members sometimes need to be encouraged to edit and improve eachother’s work.

• The focus of wikis is on text content; formatting and design options are usuallyquite limited.

• Many wikis provide both editing and commenting capabilities, and participantsshould use the appropriate tool for each.

• New users should take advantage of the sandbox, if available; this is a “safe,” non-published section of the wiki where team members can practice editing and writing.

Of course, most teams work on a wide variety of documents and other files, fromtraditional word processing files to spreadsheets and so on. To facilitate collaborationon a broad scale, many teams now take advantage of groupware, computer-basedsystems that let people communicate, share files, present materials, and work on doc-uments simultaneously. Shared workspaces are online “virtual offices” that giveeveryone on a team access to the same set of resources and information: databases,calendars, project plans, pertinent instant messaging and e-mail exchanges, sharedreference materials, and team-created documents (see Figure 2.2). Workspaces suchas Documentum eRoom, Microsoft SharePoint, and IBM Lotus Team Workspace cre-ate a seamless environment for collaboration.

Shared workspaces give teammembers instant access to sharedresources and information.


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Most groupware systems also have built-in intelligence to control which teammembers can read, edit, and save specific files. Revision control goes one step further:It allows only one person at a time to check out a given file or document and recordsall the changes that person makes. This feature prevents two people from indepen-dently editing the same report at the same time and creating two versions of the samedocument.20

Group Dynamics

The interactions and processes that take place among the members of a team arecalled group dynamics. Productive teams tend to develop rules of interaction that areconducive to business. Often unstated, these rules become group norms—informalstandards of conduct that members share and that guide member behavior. Forexample, some teams develop a casual approach to schedules, with members rou-tinely showing up 10 or 15 minutes late for meetings, while other teams expect strictadherence to time commitments.

Teams with a strong sense of identity and cohesiveness can develop overly strongexpectations for group behavior, with little tolerance for deviations from thosenorms. Such strong identity can lead to higher levels of commitment and perfor-mance. Unfortunately, it can also lead to groupthink or make it difficult for newmembers to fit in. Group dynamics are affected by several factors: the roles that teammembers assume, the current phase of team development, the team’s success inresolving conflict, and its success in overcoming resistance.

Assuming Team Roles Members of a team can play various roles, which fall intothree categories (see Table 2.1). Members who assume self-oriented roles are moti-vated mainly to fulfill personal needs, so they tend to be less productive than othermembers. Surprisingly, “dream teams” composed of multiple superstars often don’tperform as well as one might expect because high-performing individuals can havetrouble putting the team’s needs ahead of their own.21 In addition, highly skilled andexperienced people with difficult personalities might not contribute as they could forthe simple reason that other team members may avoid interacting with them.22 Farmore likely to contribute to team goals are members who assume team-maintenanceroles to help everyone work well together and those who assume task-oriented rolesto help the team reach its goals.23

Roles can also change over time. For instance, in a self-directed team with no for-mal leader, someone may assume a task-oriented leadership role early in the team’sevolution. If this person doesn’t prove to be a capable leader, someone else mayemerge as a leader as the group searches for more effective direction.24

Allowing for Team Evolution Teams typically evolve through a number ofphases on their way to becoming productive (see Figure 2.3). One common modelidentifies five phases:25

1. Orientation. Team members socialize, establish their roles, and begin to definetheir task or purpose. Many companies use a variety of team-building exercisesand activities to help teams break down barriers and develop a sense of sharedpurpose.26 Note that team building can be a particular challenge with geograph-ically dispersed virtual teams because the members may never meet in person.Establishing a “team operating agreement” that sets expectations for online meet-ings, communication processes, and decision making can help teams overcomethe disadvantages of distance.27

2. Conflict. Team members begin to discuss their positions and become moreassertive in establishing their roles. Disagreements and uncertainties are naturalin this phase.

Group dynamics are the interactionsand processes that take place in ateam.

Each member of a group plays a rolethat affects the outcome of thegroup’s activities.

Teams typically evolve throughphases; a common model of thisgrowth includes orientation, conflict,brainstorming, emergence, andreinforcement.


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TEAM ROLES PEOPLE PLAY

Dysfunctional Functional

Self-OrientedRoles

Team-MaintenanceRoles

Task-FacilitatingRoles

Controlling: Dominatingothers by exhibiting supe-riority or authority

Withdrawing: Retiringfrom the team either bybecoming silent or byrefusing to deal with aparticular aspect of theteam’s work

Attention seeking:Calling attention to one-self and demandingrecognition from others

Diverting: Focusing theteam’s discussion on top-ics of interest to the indi-vidual rather than onthose relevant to the task

Encouraging: Drawing outother members by showingverbal and nonverbal sup-port, praise, or agreement

Harmonizing: Reconciling dif-ferences among team mem-bers through mediation or by using humor to relieve tension

Compromising: Offering toyield on a point in the interestof reaching a mutuallyacceptable decision

Initiating: Getting the teamstarted on a line of inquiry

Information giving or seek-ing: Offering (or seeking)information relevant toquestions facing the team

Coordinating: Showing rela-tionships among ideas, clari-fying issues, summarizingwhat the team has done

Procedure setting:Suggesting decision-makingprocedures that will movethe team toward a goal

Table 2.1

5. Reinforcement

Team harmony is re-established and

plans are madeto put the

decision into action.

4. Emergence

The teamreaches a

consensus onthe chosendecision.

3. Brainstorming

Team membersexplore their

optionsand evaluatealternatives.

2. Conflict

Differentopinions andperspectives

begin toemerge.

1. Orientation

Team membersget to knoweach other

and establishroles.

FIGURE 2.3Phases of Group DevelopmentGroups generally progress through several stages on their way to becoming productive andreaching their objectives.

3. Brainstorming. Team members air all the options and discuss the pros andcons fully. At the end of this phase, members begin to settle on a single solu-tion to the problem. Note that while group brainstorming remains a highlypopular activity in today’s companies, it may not always be the most produc-tive way to generate new ideas. Some research indicates that having peoplebrainstorm individually and then bring their ideas to a group meeting is moresuccessful.28

4. Emergence. Consensus is reached when the team finds a solution that is accept-able enough for all members to support (even if they have reservations).

5. Reinforcement. The team clarifies and summarizes the agreed-upon solution.Members receive their assignments for carrying out the group’s decision, andthey make arrangements for following up on those assignments.


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You may also hear the process defined as forming, storming, norming, performing,and adjourning, the phases identified by researcher Bruce Tuckman when he pro-posed one of the earliest models of group development.29 Note that stages are a gen-eral framework for team development. Some teams may move forward and backwardthrough several stages before they become productive, and other teams may be pro-ductive right away, even while some or all members are in a state of conflict.30

Resolving Conflict Conflict can arise for a number of reasons. Team members maybelieve that they need to compete for money, information, or other resources. Or mem-bers may disagree about who is responsible for specific tasks. Various members can alsobring ideas that are equally good but incompatible. Poor communication can lead tomisunderstanding, and intentionally withholding information can undermine trust.Basic differences in values, attitudes, and personalities may lead to arguments. Powerstruggles may result when one member questions the authority of another or when peo-ple with limited authority attempt to increase their power or exert more influence.Conflict can also arise because individuals or teams are pursuing different goals.31

Conflict can be either constructive or destructive. Conflict is constructive if itforces important issues into the open, increases the involvement of team members,and generates creative ideas for the solution to a problem.Constructive conflict can prod teams to higher performance,in fact. Teamwork isn’t necessarily about happiness and har-mony; even teams that have some interpersonal friction canexcel with effective leadership and team players committedto strong results. As teamwork experts Andy Boynton andBill Fischer put it, “Virtuoso teams are not about gettingpolite results.”32

In contrast, conflict is destructive if it diverts energy frommore important issues, destroys morale, or divides theteam.33 Destructive conflict can lead to win-lose or lose-loseoutcomes, in which one or both sides lose, to the detrimentof the entire team. If you approach conflict with the idea thatboth sides can satisfy their goals to at least some extent (awin-win strategy), you can often minimize losses for every-one. For the win-win strategy to work, though, everybodymust believe that (1) it’s possible to find a solution that bothparties can accept, (2) cooperation is better for the organiza-tion than competition, (3) the other party can be trusted, and(4) greater power or status doesn’t entitle one party toimpose a solution.

To craft a win-win solution, start by considering theother party’s needs. Find out what the other party considersacceptable. Search for mutually satisfactory solutions or compromises, the results ofwhich are better for the team overall.34 In many cases, the resolution process ischiefly an exchange of opinions and information that gradually leads to a mutuallyacceptable solution.35

Here are seven measures that can help team members successfully resolve conflict:

• Proaction. Deal with minor conflict before it becomes major conflict.

• Communication. Get those directly involved in the conflict to participate inresolving it.

• Openness. Get feelings out in the open before dealing with the main issues.

• Research. Seek factual reasons for the problem before seeking solutions.

• Flexibility. Don’t let anyone lock into a position before considering other solutions.

Conflict is an inevitable part of working in teams, but aneffective team knows how to keep destructive conflict fromdistracting the team from its objectives.

Conflict in teams can be eitherconstructive or destructive.


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• Fair play. Don’t let anyone avoid a fair solution by hiding behind the rules.

• Alliance. Get opponents to fight together against an “outside force” instead ofagainst each other.

Overcoming Resistance Resistance to change is a particular type of conflict thatcan affect work in teams. Some resistance is clearly irrational, such as when peopleresist any kind of change, whether it makes sense or not. Sometimes, however, theresistance is perfectly logical. A change may require someone to relinquish authorityor give up comfortable ways of doing things. In any event, you can help overcomeresistance with calm, reasonable communication:

• Express understanding. You might say, “I can understand that this change mightbe difficult, and if I were in your position, I might be reluctant myself.” Help theother person relax and talk about his or her anxiety so that you have a chance tooffer reassurance.36

• Bring resistance out into the open. When people are noncommittal and silent,they may be tuning you out without even knowing why. Continuing with yourargument is futile. Deal directly with the resistance, without accusing. You mightsay, “You seem cool to this idea. Have I made some faulty assumptions?” Suchquestions force people to face and define their resistance.37

• Evaluate others’ objections fairly. Don’t simply repeat yourself. Focus on whatthe other person is expressing, both the words and the feelings. Get the person toopen up so that you can understand the basis for the resistance. Others’ objectionsmay raise legitimate points that you’ll need to discuss, or they may reveal problemsthat you’ll need to minimize.38

• Hold your arguments until the other person is ready for them. Getting yourpoint across depends as much on the other person’s frame of mind as it does onyour arguments. You can’t assume that a strong argument will speak for itself. Bybecoming more audience centered, you will learn to address the other person’semotional needs first.

MAKING YOUR MEETINGS MORE PRODUCTIVEMeetings are a primary communication venue for today’s businesses, whether heldin formal conference rooms, in informal settings such as The Container Store’s dailyhuddles, or on the Internet as virtual meetings. Well-run meetings can help solveproblems, develop ideas, and identify opportunities. Much of your workplace com-munication will occur in small-group meetings; therefore, your ability to contribute

to the company and to be recognized for thosecontributions will depend on your meetingskills.

Unfortunately, many meetings are unpro-ductive. In one study, senior and middle man-agers reported that only 56 percent of theirmeetings were actually productive and that 25percent of them could have been replaced by aphone call or a memo.39 The three most fre-quently reported problems with meetings aregetting off the subject, not having an agenda,and running too long.40 You can help ensureproductive meetings by preparing carefully,conducting meetings efficiently, and usingmeeting technologies wisely.

When you encounter resistance orhostility, try to maintain yourcomposure and address the otherperson’s emotional needs.

Much of the communication you’llparticipate in will take place inmeetings.

Document Makeover

Many business meetings waste timeand money as a result of poorplanning.

IMPROVE THIS E-MAIL MESSAGETo practice correcting drafts of actual documents, visit your onlinecourse or the access-code-protected portion of the CompanionWebsite. Click on “Document Makeovers,” then click on Chapter2. You will find an e-mail message that contains problems anderrors related to what you’ve learned in this chapter about com-municating in teams. Use the Final Draft decision tool to createan improved version of the e-mail. Check the message for clarity,relevance of topics to meeting participants, proper approach togroup collaboration, and communication of meeting etiquette.


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Preparing for Meetings

Careful preparation helps you avoid the two biggest meeting mistakes: (1) holding ameeting when a blog posting or another message would do the job and (2) holding a meeting without a specific goal in mind. Before you even begin preparing for a meet-ing, make sure it’s truly necessary. Once you’re sure, proceed with four preparation tasks:

• Identify your purpose. Although many meetings have multiple purposes, mostare one of two types: Informational meetings involve sharing information and per-haps coordinating action. Decision-making meetings involve persuasion, analysis,and problem solving. Whatever your purpose, make sure it is clear and clearlycommunicated to all participants.

• Select participants for the meeting. If the session is purely informational andone person will do most of the talking, you can invite a large group. For problem-solving and decision-making meetings, invite only those people who are in a directposition to help the meeting reach its objective. The more participants, the morecomments and confusion you’re likely to get and the longer the meeting will take.However, make sure you invite all the key decision makers, or your meeting willfail to satisfy its purpose.

• Choose the time and the facility. For working sessions, morning meetings areusually more productive than afternoon sessions. Also, consider the seatingarrangements: Are rows of chairs suitable, or do you need a conference table orsome other setting? Plus, give some attention to details such as room temperature,lighting, ventilation, acoustics, and refreshments; any of these seemingly minordetails can make or break a meeting.

• Set the agenda. The success of any meeting depends on the preparation of theparticipants. Distribute a carefully written agenda to participants, giving themenough time to prepare as needed (see Figure 2.4). A productive agenda answersthree key questions: (1) What do we need to do in this meeting to accomplish ourgoals? (2) What issues will be of greatest importance to all participants? (3) Whatinformation must be available in order to discuss these issues?41

To ensure a successful meeting,decide on your purpose ahead oftime, select the right participants,choose the time and facility carefully,and set a clear agenda.

FIGURE 2.4Typical Meeting AgendaAgenda formats vary widely,depending on the complexity ofthe meeting and the presentationtechnologies used.


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✓ CHECKLIST: Improving Meeting ProductivityA. Prepare carefully.

✓ Make sure the meeting is necessary.✓ Decide on your purpose.✓ Select participants carefully.✓ Choose the time and facility.✓ Set the agenda.

B. Lead effectively and participate fully.

✓ Keep the meeting on track.✓ Follow agreed-upon rules.✓ Encourage participation.✓ Participate actively.✓ Close effectively.

Leading and Participating in Meetings

Everyone in a meeting shares the responsibility for keeping the meeting productiveand making it successful. If you’re the designated leader of a meeting, however, youhave an extra degree of responsibility and accountability. To ensure productive meet-ings, be sure to do the following:

• Keep the discussion on track. A good meeting draws out the best ideas andinformation the group has to offer. Good leaders guide, mediate, probe, stimulate,and summarize as the situation demands.

• Follow agreed-upon rules. Business meetings run the gamut from informal toextremely formal, complete with detailed rules for speaking, proposing new itemsto discuss, voting on proposals, and so on. The larger the meeting, the more for-mal you’ll need to be to maintain order. Formal meetings use parliamentary pro-cedure, a time-tested method for planning and running effective meetings. Thebest-known guide to this procedure is Robert’s Rules of Order.

• Encourage participation. On occasion, some participants will be too quiet andothers too talkative. The quiet participants may be shy, they may be expressingdisagreement or resistance, or they may be working on unrelated tasks. Drawthem out by asking for their input on issues that pertain to them. For the overlytalkative, simply say that time is limited and others need to be heard from.

• Participate actively. If you’re a meeting participant, try to contribute to both thesubject of the meeting and the smooth interaction of the participants. Use your lis-tening skills and powers of observation to size up the interpersonal dynamics ofthe people, then adapt your behavior to help the group achieve its goals. Speak upif you have something useful to say, but don’t monopolize the discussion or talksimply to bring attention to yourself.

• Close effectively. At the conclusion of the meeting, verify that the objectiveshave been met; if they have not, arrange for follow-up work as needed. Makesure all participants agree on the outcome and give people a chance to clear upany misunderstandings.

To review the tasks that contribute to productive meetings, refer to “Checklist:Improving Meeting Productivity.”

For formal meetings, it’s good practice to appoint one person to record theminutes, a summary of the important information presented and the decisions madeduring a meeting. If your company doesn’t have a specific format for minutes, followthe generic format shown in Figure 2.5. Key elements include a list of those presentand a list of those who were invited but didn’t attend, followed by the times the meet-ing started and ended, all major decisions reached at the meeting, all assignments oftasks to meeting participants, and all subjects that were deferred to a later meeting. In

Everyone shares the responsibilityfor successful meetings.


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addition, the minutes objectively summarize important discussions, noting thenames of those who contributed major points. Outlines, subheadings, and lists helporganize the minutes; additional documentation (such as tables or charts submittedby meeting participants) is noted in the minutes and attached. Many companies nowpost meeting minutes on intranet sites or blogs for easy reference.

Using Meeting Technologies

You can expect to use a variety of meeting-related technologies throughout yourcareer. Learn how to use these tools effectively, and you’ll become a more effectivecontributor and leader in all your meetings.

Some meeting technologies assist with local, or on-site, meetings, in whicheveryone is in the same room at the same time. For example, electronic whiteboardscapture meeting notes and create files that can be printed, e-mailed, and archived.Electronic presentations are used extensively in business; you’ll learn more aboutthem in Chapter 14.

Most of the recent innovations in meeting technology are in support of virtualmeetings, in which participants interact remotely. Virtual meeting technologies

Summarizes outcomes, notentire discussions:• Reminds everyone of what took place• Shows who is responsible for which follow-up tasks• Summarizes all decisions and suggestions made

Clearly indicates whichmeeting these minutesrepresent

Lists who did and did notattend the meeting

FIGURE 2.5Typical Minutes of a MeetingThe use of intranet and blog postings is a common way to distribute meeting minutes. Thespecific format of the minutes is less important than making sure you record all the keyinformation, particularly regarding responsibilities that were assigned during the meeting.

Virtual meeting technologies rangefrom instant messaging tovideoconferencing to web-basedsystems.


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FIGURE 2.6Web-Based MeetingsOnline meetings offer powerfultools for communication, but youneed to be proficient at usingthese tools if you are to beeffective during online meetings.

encompass a wide range of tools that let team members in different locations interactwithout the disruption, risk, and cost of travel.42 Instant messaging and teleconfer-encing, in which three or more people are connected by phone simultaneously, arethe simplest forms of virtual meetings. When you are invited to participate in a tele-conference, you are typically given a special phone number and a meeting accesscode, which ensures the privacy of the session.

Videoconferencing combines audio communication with live video, letting teammembers see each other, demonstrate products, and transmit other visual informa-tion. Videoconferencing can take place either over the Internet or through dedicatednetworks with specially built rooms in the involved locations.

The most sophisticated web-based meeting systems combine the best of instantmessaging, shared workspaces, and videoconferencing with other tools such asvirtual whiteboards that let teams collaborate in real time (see Figure 2.6). Using suchsystems, attendees can log on from a desktop or laptop PC, a PDA, or even a web-enabled mobile phone from almost anywhere in the world.

Technology continues to create intriguing opportunities for online interaction.For instance, one of the newest virtual tools is online brainstorming, in which compa-nies conduct “idea campaigns” to generate new ideas from people across the organi-zation. These range from small team meetings to huge events such as IBM’s giantInnovationJam, in which 100,000 IBM employees, family members, and customersfrom 160 countries were invited to brainstorm online for three days.43

Companies are also beginning to experiment with virtual meetings and othercommunication activities in virtual worlds such as Second Life (www.secondlife.com).In much the same way that gamers can create and control characters (often knownas avatars) in a multiplayer video game, professionals can create online versions ofthemselves to participate in meetings, training sessions, sales presentations, andother activities (see Figure 2.7). For example, the computer company SunMicrosystems created the Sun Pavilion in Second Life. This virtual arena provides aplace for Sun executives and invited guests to present information and shareideas.44

Companies continue to look forinnovative ways to promotecommunication and collaborationwhile reducing the cost and hassle ofmeetings.


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FIGURE 2.7Virtual Meetings in a VirtualWorldVirtual reality environments suchas Second Life let presenterstranscend the limits of physicalreality. Here at Sun Microsystem’spavilion in Second Life, apresenter floats in front of a giantversion of a computer chip. Inreal life, such a chip would besmaller than a postage stamp,making it impossible for theaudience to see importantdetails.

Listening is one of the mostimportant skills in the workplace.

IMPROVING YOUR LISTENING SKILLSThe importance of listening, whether in meetings and other business contexts or inyour personal life, is self-evident: If a receiver won’t or can’t listen, the speaker’s mes-sage simply won’t get through. Some 80 percent of top executives say that listening isthe most important skill needed to get things done in the workplace.45

Effective listening strengthens organizational relationships, enhances productdelivery, alerts the organization to opportunities for innovation, and allows the orga-nization to manage growing diversity in the workforce and in the customers itserves.46 Companies whose employees and managers listen effectively stay informed,up to date, and out of trouble. Conversely, poor listening skills can cost companiesmillions of dollars a year as a result of lost opportunities, legal mistakes, and othererrors. Effective listening is vital to the process of building trust not only betweenorganizations but also between individuals.47 Throughout your career, effective lis-tening will give you a competitive edge, enhancing your performance and thus theinfluence you have within your company.

Recognizing Various Types of Listening

Understanding the nature of listening is the first step toward improving your listen-ing skills. People listen in a variety of ways, which influences what they hear and themeaning they extract. In fact, relying on a single approach to listening limits youreffectiveness. A people-oriented listener might miss important information about anupcoming deadline, whereas an action-oriented listener might miss an importantclue that there’s a personal problem brewing between two team members.48 As youread about the major types of listening, reflect on your own inclination as a listenerand consider how learning to use several methods could make your listening moreeffective.

The primary goal of content listening is to understand and retain the speaker’smessage. For example, Henry Nordhoff, CEO of the San Diego–based pharmaceuti-cal company Gen-Probe, has a business background and relies on content listening togather technical information from the scientists whose work he oversees.49 Whenyou’re listening for content, the emphasis is on information and understanding. Askquestions to clarify the material and probe for details. Because you’re not evaluating

To be a good listener, adapt the wayyou listen to suit the situation.


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Listening involves five steps:receiving, decoding, remembering,evaluating, and responding.

at this point, it doesn’t matter whether you agree or disagree,approve or disapprove—only that you understand. Try tooverlook the speaker’s style and any limitations in the pre-sentation; just focus on the information.50

The goal of critical listening is to understand and evalu-ate the meaning of the speaker’s message on several levels:the logic of the argument, the strength of the evidence, thevalidity of the conclusions, the implications of the messagefor you and your organization, the speaker’s intentions andmotives, and the omission of any important or relevantpoints. If you’re skeptical, ask questions to explore thespeaker’s point of view and credibility. Be on the lookout forbias that could color the way the information is presentedand be careful to separate opinions from facts.51

The goal of empathic listening is to understand thespeaker’s feelings, needs, and wants so that you can appreci-ate his or her point of view, regardless of whether you sharethat perspective. By listening in an empathic way, you helpthe individual vent the emotions that prevent a calm, clear-headed approach to the subject. Sometimes the only thing anupset colleague is looking for is somebody to listen, so avoid

the temptation to jump in with advice unless the person specifically asks for it. Also,don’t judge the speaker’s feelings and don’t try to tell the person he or she shouldn’tfeel this or that emotion. Instead, let the speaker know that you appreciate his or herfeelings and understand the situation. After you establish that connection, you canthen help the speaker move on to search for a solution.52

No matter what mode they are using at any given time, effective listeners try toengage in active listening, making a conscious effort to turn off their own filters andbiases to truly hear and understand what the other party is saying. They ask ques-tions or summarize the speaker’s message to verify key points and encourage thespeaker through positive body language and supportive feedback.53

Understanding the Listening Process

Listening is a far more complex process than most people think. As a consequence,most of us aren’t very good at it. Given such complexity, it’s no wonder most of us lis-ten at or below a 25 percent efficiency rate, remember only about half of what’s saidduring a 10-minute conversation, and forget half of that within 48 hours.54

Furthermore, when questioned about material we’ve just heard, we are likely to getthe facts mixed up.55

Why is such a seemingly simple activity so difficult? The answer lies in the com-plexity of the process. Listening follows the same sequence as the general communi-cation process model you explored in Chapter 1 (page 12), with the added burdenthat it happens in real time. To listen effectively, you need to successfully completefive separate steps:56

1. Receiving. You start by physically hearing the message and acknowledging it.Physical reception can be blocked by noise, impaired hearing, or inattention.Some experts also include nonverbal messages as part of this stage because thesefactors influence the listening process as well.

2. Decoding. Your next step is to assign meaning to sounds, which you do accordingto your own values, beliefs, ideas, expectations, roles, needs, and personal history.

3. Remembering. Before you can act on the information, you need to store it forfuture processing. As you learned in Chapter 1, incoming messages must first be

When you engage in empathic listening, you pay attention tofeelings, needs, and wants—not just the spoken words.


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captured in short-term memory, and then they are transferred to long-term mem-ory for more permanent storage.

4. Evaluating. With the speaker’s message captured, your next step is to evaluate itby applying critical thinking skills. You separate fact from opinion and evaluatethe quality of the evidence.

5. Responding. After you’ve evaluated the speaker’s message, you react. If you’recommunicating one-on-one or in a small group, the initial response generallytakes the form of verbal feedback. If you’re one of many in an audience, your ini-tial response may take the form of applause, laughter, or silence. Later on, youmay act on what you have heard.

If any one of these steps breaks down, the listening process becomes less effective oreven fails entirely. As both a sender and a receiver, you can reduce the failure rate by rec-ognizing and overcoming a variety of physical and mental barriers to effective listening.

Overcoming Barriers to Effective Listening

Good listeners look for ways to overcome potential barriers throughout the listeningprocess (see Table 2.2). For instance, simply working to avoid interrupting thespeaker removes many potential barriers. If you have questions, wait until thespeaker has finished speaking. And rustling papers, tapping on your PDA, or check-ing your watch—these are just a few of the many nonverbal behaviors that can inter-rupt a speaker and hamper listening for everyone.

Selective listening is one of the most common barriers to effective listening. Ifyour mind wanders, you may stay tuned out until you hear a word or phrase that getsyour attention once more. But by that time, you’re unable to recall what the speakeractually said; instead, you remember what you think the speaker probably said.57

DISTINGUISHING EFFECTIVE LISTENERS FROM INEFFECTIVE LISTENERS

Effective Listeners Ineffective Listeners• Listen• Take careful and complete notes• Make frequent eye contact with the

speaker (depends on culture to someextent)

• Stay focused on the speaker and the content

• Mentally paraphrase key points to maintain attention level and ensure comprehension

• Adjust listening style to the situation• Give the speaker nonverbal cues (such as

nodding to show agreement or raisingeyebrows to show surprise or skepticism)

• Save questions or points of disagreementuntil an appropriate time

• Overlook stylistic differences and focuson the speaker’s message

• Make distinctions between main pointsand supporting details

• Look for opportunities to learn.

• Listen passively• Take no notes or take ineffective

notes• Make little or no eye contact• Allow their minds to wander; are

easily distracted• Fail to paraphrase• Listen with the same style,

regardless of the situation• Fail to give the speaker nonver-

bal feedback• Interrupt whenever they disagree

or don’t understand• Are distracted by or unduly influ-

enced by stylistic differences; arejudgmental

• Are unable to distinguish mainpoints from details

• Assume they already knoweverything that’s important toknow.

Table 2.2

Good listeners actively try toovercome the barriers to successfullistening.


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✓ CHECKLIST: Overcoming Barriers to Effective Listening✓ Control whatever barriers to physical reception you

can (such as avoiding interrupting speakers by askingquestions or by exhibiting disruptive nonverbalbehaviors).

✓ Avoid selective listening by trying to focus on thespeaker and analyzing what you hear.

✓ Keep an open mind by avoiding any prejudgmentand by not listening defensively.

✓ Try to paraphrase the speaker’s ideas, giving that per-son a chance to confirm or correct your interpretation.

✓ Don’t count on your memory; write down or recordimportant information.

✓ Improve your short-term memory by repeating infor-mation or breaking it into shorter lists.

✓ Improve your long-term memory through association,categorization, visualization, and mnemonics.

Your mind can process informationmuch faster than most speakers talk.

When information is crucial and youcan’t record it in some way, usememory techniques to make sureyou don’t forget it.

Nonverbal communicationsupplements spoken language.

One reason listeners’ minds tend to wander is that people think faster than theyspeak. Most people speak at about 120 to 150 words per minute, but listeners canprocess audio information at up to 500 words per minute.58 In other words, your brainhas a lot of free time whenever you’re listening and, if left unsupervised, it will find athousand other things to think about. Make a conscious effort to focus on the speakerand use the extra time to analyze what you hear or prepare questions you want to ask.

Overcoming such interpretation barriers can be difficult because you may noteven be aware of them. As Chapter 1 notes, selective perception leads listeners tomold messages to fit their own conceptual frameworks. Listeners sometimes make uptheir minds before fully hearing the speaker’s message, or they engage in defensivelistening—protecting their self-esteem by tuning out anything that doesn’t confirmtheir view of themselves.

Even when your intentions are the best, you can still misinterpret incoming mes-sages if you and the speaker don’t share enough language or experience. Lack of com-mon ground is why misinterpretation is so frequent between speakers of differentnative languages, even when they’re trying to speak the same language. When listen-ing to a speaker whose native language or life experience is different from yours, tryto paraphrase that person’s ideas. Give the speaker a chance to confirm what youthink you heard or to correct any misinterpretation.

Overcoming memory barriers is a slightly easier problem to solve, but it takessome work. If the information is crucial, try to record it in some fashion. If you doneed to memorize something, you can hold information in short-term memory byrepeating it silently or organizing a long list of items into several shorter lists. To storeinformation in long-term memory, four techniques can help: (1) associate new infor-mation with something closely related (such as the restaurant in which you met anew client), (2) categorize the new information (for example, alphabetize the namesof products you’re trying to remember), (3) visualize words and ideas as pictures, and(4) create mnemonics such as acronyms or rhymes. Note that all four techniqueshave an important factor in common: You have to do something to make the infor-mation stick.

For a reminder of the steps you can take to overcome listening barriers, see“Checklist: Overcoming Barriers to Effective Listening.”

IMPROVING YOUR NONVERBALCOMMUNICATION SKILLSNonverbal communication is the interpersonal process of sending and receivinginformation, both intentionally and unintentionally, without using written or spokenlanguage. Nonverbal signals play three important roles in communication. The first iscomplementing verbal language: Nonverbal signals can strengthen a verbal message


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Nonverbal cues help you ascertainthe truth of spoken information.

(when nonverbal signals match words), weaken a verbal message (when nonverbalsignals don’t match words), or replace words entirely.

The second role for nonverbal signals is revealing truth. In fact, nonverbal commu-nication often conveys more to listeners than the words you speak—particularly whenthey’re trying to decide how you really feel about a situation or when they’re trying tojudge your credibility and aptitude for leadership.59 However, even the power of non-verbal cues is not infallible when it comes to detecting truth. In one recent study, mostpeople failed to detect dishonest speech roughly half the time; only a tiny fraction of thepopulation are able to consistently detect when people are lying to them.60

The third role for nonverbal signals is conveying information efficiently.Nonverbal signals can convey both nuance and rich amounts of information in a sin-gle instant. For instance, in a tough situation, a colleague who rolls her eyes andcracks a wry smile could be saying, “Yes, we’re in a bind again, but we’ve worked ourway through problems before. Let’s skip the cheerleading and motivational speakingand just get down to work.”

Recognizing Nonverbal Communication

Paying special attention to nonverbal signals in the workplace will enhance your abil-ity to communicate successfully. Moreover, as you interact with business associatesfrom other backgrounds, you’ll discover that some nonverbal signals don’t necessar-ily translate across cultures. You’ll learn more about cultural influences on nonverbalcommunication in Chapter 3. The range and variety of nonverbal signals are almostendless, but you can grasp the basics by studying six general categories:

• Facial expression. Your face is the primary site for expressing your emotions; itreveals the type and the intensity of your feelings.61 Your eyes are especially effec-tive for indicating attention and interest, influencing others, regulating interaction,and establishing dominance.62

• Gesture and posture. By moving or not moving your body, you express both spe-cific and general messages, some voluntary and some involuntary. Many gestures—a wave of the hand, for example—have a specific and intentional meaning. Othertypes of body movement are unintentional and express a more general message.Slouching, leaning forward, fidgeting, and walking briskly are all unconscious sig-nals that reveal whether you feel confident or nervous, friendly or hostile, assertiveor passive, powerful or powerless.

• Vocal characteristics. Your voice carries both intentional and unintentional mes-sages. Consider the sentence “What have you been up to?” If you repeat that ques-tion, changing your tone of voice and stressing various words, you can consciouslyconvey quite different messages. However, your voice can also reveal things ofwhich you are unaware. Your tone and volume, your accent and speaking pace,and all the little ums and ahs that creep into your speech say a lot about who youare, your relationship with the audience, and the emotions underlying your words.

• Personal appearance. People respond to others on the basis of their physicalappearance—sometimes fairly and other times unfairly. Although an individual’sbody type and facial features impose limitations, most people are able to controltheir appearance to some degree. Grooming, clothing, accessories, style—you cancontrol all of these. Adopt the style of the people you want to impress.

• Touch. Touch is an important way to convey warmth, comfort, reassurance—orcontrol. Touch is so powerful, in fact, that it is governed by cultural customs thatestablish who can touch whom and how in various circumstances. In the UnitedStates and Great Britain, for instance, people usually touch less frequently than peo-ple in France or Costa Rica. Even within each culture’s norms, however, individual

Nonverbal signals include facialexpression, gesture and posture,vocal characteristics, personalappearance, touch, and time andspace.

Dressing too casually or too for-mally for a given business settingcan send a signal that you don’tunderstand or don’t respect thesituation.


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Work to make sure your nonverbalsignals match the tone and contentof your spoken communication.

attitudes toward touch can vary widely. A manager might be comfortable usinghugs to express support or congratulations, but his or her subordinates could inter-pret those hugs as either a show of dominance or sexual interest.63 Touch is a com-plex subject. The best advice: When in doubt, don’t touch.

• Time and space. Like touch, time and space can be used to assert authority, implyintimacy, and send other nonverbal messages. For instance, some people try todemonstrate their own importance or disregard for others by making other peoplewait; others show respect by being on time. The manipulation of space works in asimilar way. When top executives gather for lunch in a private dining room, theysend a strong signal to all the employees crowding into the cafeteria downstairs.The decision to respect or violate someone’s “private space” is another powerfulnonverbal signal. Again, attitudes toward time and space vary from person to per-son and culture to culture (see Chapter 3).

Using Nonverbal Communication Effectively

Paying attention to nonverbal cues will make you a better speaker and a better lis-tener. When you’re talking, be more conscious of the nonverbal cues you could besending (see “Sharpening Your Career Skills: Sending the Right Signals”). Are theyeffective without being manipulative? Consider a situation in which an employee hascome to you to talk about a raise. This situation is a stressful one for the employee, sodon’t say you’re interested in what she has to tell you and then spend your timeglancing at your computer or checking your watch. Conversely, if you already knowyou won’t be able to give her the raise, be honest in expressing your emotions. Don’tovercompensate for your own stress by smiling too broadly or shaking her hand toovigorously. Both nonverbal signals would raise her hopes without justification. Ineither case, match your nonverbal cues to the tone of the situation.

SHARPENING YOUR CAREER SKILLSSending the Right SignalsThe nonverbal signals you send can enhance—or undermine—your verbal message, so make sure to use nonverbal cues toyour advantage. In U.S. business culture, the following signalsare key to building and maintaining professional credibility:

• Eye behavior. Maintain direct, but not continuous, eye con-tact. Don’t look down before responding to a question, andbe careful not to shift your eyes around. Don’t look awayfrom the other person for extended periods, and try not toblink excessively.

• Gestures. When using gestures to emphasize points or conveythe intensity of your feelings, keep them spontaneous, unre-hearsed, and relaxed. Keep your hands and elbows away fromyour body, and avoid hand-to-face gestures, throat clearing,fidgeting, and tugging at clothing. Don’t lick your lips, wringyour hands, tap your fingers, or smile out of context.

• Posture. Assume an open and relaxed posture. Walk confi-dently, with grace and ease. Stand straight, with both feet onthe floor, and sit straight in your chair without slouching. Hold

your head level, and keep your chin up. Shift your posturewhile communicating, leaning forward and smiling as youbegin to answer a question. Avoid keeping your body rigidor otherwise conveying a sense of tension.

• Voice. Strive for a conversational style, while speaking at amoderately fast rate. Use appropriate variation in pitch, rate,and volume. Avoid speaking in a monotone. Avoid soundingflat, tense, or nasal. Do your best to avoid ahs or ums,repeating words, interrupting or pausing mid-sentence,omitting parts of words, and stuttering.

CAREER APPLICATIONS

1. What message might you get if your boss smiles but looksaway when you ask if you’ll be getting a raise this year?Explain your interpretation of these nonverbal signals.

2. Would you be reluctant to hire a job candidate who staresintently at you through an entire job interview? Why or whynot?


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What signals does your personalappearance send?

Also consider the nonverbal signals you send when you’re not talking—theclothes you wear, the way you sit, the way you walk. Are you talking like a seriousbusiness professional but dressing like you belong in a dance club or a frat house?Avoiding eye contact, keeping your hands in your pockets, and failing to sit orstand up straight can tell people that you lack confidence in yourself or interest inothers.64

When you listen, be sure to pay attention to the speaker’s nonverbal cues. Dothey amplify the spoken words or contradict them? Is the speaker intentionally usingnonverbal signals to send you a message that he or she can’t put into words? Beobservant but don’t assume that you can “read someone like a book.” Nonverbal sig-nals are powerful, but they aren’t infallible. Contrary to popular belief, just becausesomeone doesn’t look you squarely in the eye doesn’t mean he or she is lying.65 Ifsomething doesn’t feel right, ask the speaker an honest and respectful question;doing so may clear everything up, or it may uncover issues you need to explore fur-ther. See “Checklist: Improving Nonverbal Communication Skills” for a summary ofkey ideas regarding nonverbal skills.

DEVELOPING YOUR BUSINESS ETIQUETTEBy now you may have noticed a common thread running through the topics of suc-cessful team efforts, productive meetings, effective listening, and nonverbal commu-nication: All these activities depend on mutual respect and consideration among allparticipants. As Chapter 1 notes, etiquette is now considered an essential businessskill. Nobody wants to work with someone who is rude to colleagues or an embar-rassment to the company. Moreover, shabby treatment of others in the workplace canbe a huge drain on morale and productivity.66 Poor etiquette can drive away cus-tomers, investors, and other critical audiences—and it can limit your career poten-tial. Here are some key etiquette points to remember when you’re in the workplaceand out in public.

Business Etiquette in the Workplace

Knowing how to behave and how to interact with people in business will help youappear polished, professional, and confident.67 Understanding business etiquettealso helps you put others at ease so that they are comfortable enough to do businesswith you.68 Both of these factors will be major contributors to your career success.

A. Understand the roles that nonverbal signals playin communication.

✓ Nonverbal signals complement verbal language bystrengthening, weakening, or replacing words.

✓ Nonverbal signals often reveal the truth, sometimesconveying more to listeners than spoken words.

B. Recognize nonverbal communication signals.

✓ Note that facial expressions (especially eye contact)reveal the type and intensity of a speaker’s feelings.

✓ Watch for cues from gesture and posture.

✓ Listen for vocal characteristics that signal who thespeaker is, the speaker’s relationship with the audi-ence, and the emotions underlying the speaker’swords.

✓ Recognize that listeners are influenced by physicalappearance.

✓ Be careful with physical contact; touch can conveypositive attributes but can also be interpreted asdominance or sexual interest.

✓ Pay attention to the use of time and space.

✓ CHECKLIST: Improving Nonverbal Communication Skills

Attention to basic business etiquettewill help your career at every stage.


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Personal appearance can haveconsiderable impact on your successin business.

Table 2.3 ASSEMBLING A BUSINESS WARDROBE

1Smooth andFinished (Start with this)

2Elegant and Refined(To column 1, add this)

3Crisp and Starchy (To column 2, add this)

4Up-to-the-MinuteTrendy (To column 3,add this)

1. Wear well-tailored cloth-ing that fits well.

2. Keep buttons, zippers,and hemlines in goodrepair.

3. Keep shoes shined andin good condition.

4. Make sure the fabricsyou wear are clean, arecarefully pressed, and donot wrinkle easily.

5. Choose colors that flatteryour height, weight, skintone, and style.

1. Choose form-fitting (butnot skin-tight) clothing—not swinging or flowingfabrics, frills, or fussy trim-mings.

2. Choose muted tones andsoft colors or classics, suchas the dark blue suit or thebasic black dress.

3. If possible, select a fewclassic pieces of jewelry(such as a string of pearlsor diamond cuff links) forformal occasions.

1. Wear blouses or shirts thatare or appear starched.

2. Choose closed top-buttonshirts or button-down shirtcollars, higher-necklineblouses, long sleeves withFrench cuffs and cuff links.

3. Wear creased trousers orlonger skirt hemline.

4. Wear jackets that comple-ment an outfit and lend anair of formality to yourappearance. Avoid jacketswith more than twotones—one color shoulddominate.

1. Add trendy clothing itemsto your wardrobe often.

2. Choose bold colors (butsparingly so that you won’tappear garish).

3. Embellish your look withtrendy jewelry and hair-styles.

For instance, rightly or wrongly, your personal appearance often has considerableimpact on your career success. Pay attention to the style of dress where you work andadjust your style to match. Expectations for specific jobs, companies, and industriescan vary widely. The financial industries tend to be more formal than high technology,for instance, and sales and executive positions usually come with more formal expecta-tions than positions in engineering or manufacturing. Observe others carefully anddon’t be afraid to ask for advice. If you’re not sure, dress moderately and simply—earna reputation for what you can do, not for what you can wear. Table 2.3 offers some gen-eral guidelines on assembling a business wardrobe that’s cost-effective and flexible.

In addition to your clothing, grooming affects the impression you give others inthe workplace. Pay close attention to cleanliness and avoid using products with pow-erful scents, such as perfumed soaps, colognes, shampoos, and after-shave lotions(many people are bothered by these products, and some are allergic to them).Shampoo frequently, keep hands and nails neatly manicured, use mouthwash anddeodorant, and make regular trips to a hair stylist.69 Some companies have specificpolicies regarding hairstyles, which you may be expected to follow.70

Something as simple as your smile also affects the way people do business withyou. When you smile, do so genuinely. A fake smile is obvious because the timing isfrequently off, and the expression fails to involve all the facial muscles that a genuinesmile would.71 However, certain occasions require smiling, such as when you’reintroduced to someone, when you give or receive a compliment, and when youapplaud someone’s efforts.72

Phone skills have a definite impact on your success. Phone calls lack the visualrichness of face-to-face conversations, so you have to rely on your attitude and toneof voice to convey confidence and professionalism. Table 2.4 summarizes helpful tipsfor placing and receiving phone calls in a confident, professional manner.

If you’re accustomed to using your mobile phone anywhere and everywhere, getready to change your habits. Mobile phones are causing so much disruption in theworkplace that some senior executives now ban their use in meetings.73 Even if

Plan phone calls as carefully as youplan meetings.


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Table 2.4 QUICK TIPS FOR IMPROVING YOUR PHONE SKILLS

General Tips Placing Calls Receiving Calls Using Voice MailUse frequent verbal responsesthat show you’re listening(“Oh yes,” “I see,” “That’sright”).

Increase your volume justslightly to convey your confidence.

Don’t speak in a monotone;vary your pitch and inflectionsso people know you’re interested.

Slow down when conversingwith people whose native lan-guage isn’t the same as yours.

Stay focused on the callthroughout; others can easilytell when you’re not payingattention.

Be ready before you call sothat you don’t waste theother person’s time.

Minimize distractions andavoid making noise thatcould annoy the other party.

Identify yourself and yourorganization, briefly describewhy you’re calling, and verifythat you’ve called at a goodtime.

Don’t take up too muchtime. Speak quickly andclearly, and get right to thepoint of the call.

Close in a friendly, positivemanner and double-check allvital information such asmeeting times and dates.

Answer promptly and with asmile so that you soundfriendly and positive.

Identify yourself and yourcompany (some companieshave specific instructions forwhat to say when youanswer).

Establish the needs of yourcaller by asking, “How may Ihelp you?” If you know thecaller’s name, use it.

If you can, answer questionspromptly and efficiently; ifyou can’t help, tell themwhat you can do for them.

If you must forward a call orput someone on hold,explain what you are doingfirst.

If you forward a call to some-one else, try to speak withthat person first to verify thathe or she is available and tointroduce the caller.

If you take a message forsomeone else, be completeand accurate, including thecaller’s name, number, andorganization.

When recording your ownoutgoing message, make itbrief and professional.

If you can, record temporarygreetings on days when youare unavailable all day sothat callers will know you’regone for the day.

Check your voice-mail mes-sages regularly and return allnecessary calls within 24hours.

Leave simple, clear messageswith your name, number, pur-pose for calling, and timeswhen you can be reached.

State your name and tele-phone number slowly so thatthe other person can easilywrite them down; repeatboth if the other persondoesn’t know you.

Be careful what you say; mostvoice-mail systems allowusers to forward messages toanyone else in the system.

Replay your message beforeleaving the system to makesure it is clear and complete.


mobile phones aren’t banned in your office, don’t let yours become a source ofannoyance to your colleagues.

Business Etiquette in Social Settings

From business lunches to industry conferences, you represent your company whenyou’re out in public, so make sure your appearance and actions are appropriate to thesituation. Get to know the customs of the culture when you meet new people. InNorth America, a firm handshake is expected when two people meet, whereas arespectful bow of the head is more appropriate in Japan. If you are expected to shakehands, be aware that the passive “dead fish” handshake creates an extremely negativeimpression. Also, women and men should shake hands on equal terms; the days of awoman offering just her fingertips are long gone in the business world. If you arephysically able, always stand when shaking someone’s hand.

When introducing yourself, include a brief description of your role in the com-pany. When introducing two other people, speak their first and last names clearly,then try to offer some information (perhaps a shared professional interest) to help

You represent your company whenyou’re out in public, so etiquettecontinues to be important.


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these two people ease into a conversation.74 Generally speaking, the lower-rankingperson is introduced to the senior-ranking person, without regard to gender.75 Whenyou’re introduced to someone, repeat the person’s name as soon as possible. Doing sois both a compliment and a good way to remember it.76

Business is often conducted over meals, and knowing the basics of dining eti-quette will make you more effective in these situations.77 Choose foods that are easyto eat; you don’t want to wrestle with a lobster while trying to carry on a conversa-tion. If a drink is appropriate, save it for the end of the meal. Leave business papersunder your chair until entrée plates have been removed; the business aspect of themeal doesn’t usually begin until then.

Just as in the office, when you use your mobile phone in public, you send themessage that people around you aren’t as important as your call and that you don’trespect your caller’s privacy.78 If it’s not a matter of life and death—literally—waituntil you’re back in the office.

Finally, always remember that business meals are a forum for business, period.Don’t get on your soapbox about politics, religion, or any other topic likely to stir upemotions. Don’t complain about work, don’t ask deeply personal questions, avoidprofanity, and be careful with humor—a joke that entertains some people could eas-ily offend others.

After joining The Container Store, you quickly demon-strated your skills on the sales floor and soon earned aninvitation to enter the company’s management trainingprogram. With that training completed, you couldn’t bemore excited to take over your first store and begin themanagerial phase of your career. That’s the good news.The bad news is that the store you’ve been assigned todeveloped some morale problems under the previousmanager, and you have some challenges ahead torestore a sense of teamwork and positive communica-tion. Apply the concepts you learned in this chapter tothe following challenges.1. The eight employees who now report to you once

had a reputation for being a tight-knit, supportiveteam, but you quickly figure out this that team is indanger of becoming dysfunctional. For example,minor issues that functional teams routinely handle,from cleaning up the lunch area to helping eachother on the sales floor, frequently generate conflictwithin this group. What steps should you take to helpyour crew return to positive behavior?a. Give the team the task of healing itself, without

getting directly involved. Explain the steps neces-sary in forming an effective team and then letthem figure out how to make it happen.

b. Lead the “team restoration” project yourself sothat you can mediate whatever conflicts arise, atleast until the team is able to function on its own ina more positive manner.

c. Don’t try to interfere; the negative behaviors wereprobably caused by an ineffective manager in the

past, but now that you’re in charge, the team willreturn to positive behavior under your enlightenedguidance.

d. Your professional reputation and the store’s salesare on the line, so you don’t have time for theniceties of team building. Sit down with the groupand demand that the negative, unprofessionalbehavior stop immediately.

2. While you’re trying to figure out how to handle theoverall team situation, you notice that the morn-ing and evening huddles often degenerate into lit-tle more than complaint sessions. Workers seem togripe about everything from difficult customersto the temperature in the store. Some of thesesound like valid business issues that might requireadditional training or other employee supportefforts; others are superficial issues that you sus-pect are simply by-products of the negative atmos-phere. How should you handle complaints duringthe huddles?a. Try to defuse each complaint with humor; after a

while, employees will begin to lighten up and stopcomplaining so much.

b. Ask employees to refrain from complaining duringthe huddles; after all, these are important businessmeetings, not random social gatherings.

c. Set up a whiteboard and write down each issuethat is raised. After you’ve compiled a list over thecourse of a week or so, add a problem-solvingsegment to each huddle, in which you and theteam tackle one issue per meeting to determine

On the JobSOLVING COMMUNICATION DILEMMAS AT THE CONTAINER STORE


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the scope of each problem and identify possiblesolutions.

d. Whenever a complaint is raised, stop the huddleand confront the person who raised the issue.Challenge him or her to prove that the problem isa real business issue and not just a personal com-plaint. By doing this, you will not only identify thereal problems that need to be fixed but also dis-courage people from raising petty complaints thatshouldn’t be aired in the workplace.

3. After observing the staff in action for a couple weeksand interviewing several dozen shoppers, you con-clude that some employees are more effective thanothers when it comes to listening to customers andhelping them find the right solutions to their individ-ual needs. For instance, a few customers complainedthat the store employees who waited on them “didnot seem to hear what I was saying,” and several oth-ers said that “they expected me to know the namesof every product in the store before they could helpme.” You recognize these as classic listening chal-lenges, and you want to work with the corporation’straining specialists to design a short course in effec-tive listening. Which of the following strategies willyou emphasize in the course?a. Content listening is the best strategy because it is

the only way to find out exactly what customersneed. Train employees to filter out small talk andlisten carefully for the precise terms customers useto describe the products they need and then workto match those needs with the store’s vast inven-tory of products.

b. Because research shows that customers who enjoythe shopping experience in a store tend to staylonger and buy more, you should encourageemployees to focus on empathic listening. By cre-ating emotional bonds with shoppers, rather thanjumping right in to talk about products, the salesstaff will make shoppers more comfortable, whichwill eventually lead to increased sales.

c. One of the issues your interviews uncovered is thatcustomers often don’t know exactly what they’relooking for, either because they don’t know whatsome products are called or because they simplydon’t know what’s available in the marketplace.Consequently, critical listening—looking beyondthe words and phrases customers use to identifythe true needs they are trying to express—shouldbe the primary focus.

d. No single listening strategy is appropriate for allcustomers in all situations, so the best approachis to train employees to quickly assess each cus-tomer encounter in order to determine the bestlistening style to use. Design the training to helpemployees identify the clues they can use todecide how to proceed with each customer. Forinstance, if a couple walks in arguing aboutwhether they should even be spending moneyon organizational products, the best approach

might be empathic listening: Defuse the nega-tive emotions and encourage the shoppers tofocus on their storage needs. In contrast,straightforward content listening is best for acustomer who walks in with a printout from TheContainer Store website and asks to see a spe-cific product.

4. First impressions can make or break the sale inretailing, and those impressions are created byeverything from the cleanliness of the parking lot tothe personal appearance of the store employees.Four job candidates are waiting outside your office,and you have a few moments to observe thembefore inviting them in for an initial interview (youcan see them through the glass wall but can’t hearthem). Based on the following descriptions, whichof these people seems like the best fit for TheContainer Store? Why?a. Candidate A: A woman who is dressed perfectly

for an interview at The Container Store. Herappearance is contemporary “business casual”but a notch or two more formal than the storeemployees, which suggests that she appreciatesand shows respect for the business situation shefinds herself in. However, you are slightly troubledby the fact that she’s listening to her iPod and haskicked off her shoes and tucked her feet under herwhile she waits in the chair.

b. Candidate B: A man who has also dressed thepart, although this candidate’s behavior is nothinglike the relaxed, carefree attitude that CandidateA is showing. He seems to be juggling multipletasks at once: checking notes on a PDA, organiz-ing a collection of papers he pulled from his brief-case, reattaching several sticky notes that keepfalling loose, and fiddling with a mobile phonethat he has answered at least twice in the few min-utes you’ve been watching.

c. Candidate C: A woman who closed the notebookshe was scanning in order to help Candidate Bwith some problem he was having with his mobilephone. (If you had to guess, he was having troublefiguring out how to silence the ringer.) After theirinteraction, they shake hands and appear to beintroducing themselves with cordial smiles.Unfortunately, although the city is sufferingthrough record high temperatures, her sundressand sandals strike you as a bit too casual for a jobinterview.

d. Candidate D: A man wearing what appears to be afinely tailored, conservative suit. His appearance ismore dignified and businesslike than the otherthree, and he knows how to dress for success—carefully knotted tie, starched shirt, perfect pos-ture, the works. He keeps to himself and avoidsbothering the other candidates, although his facialexpressions make it clear that he disapproves ofthe noise Candidate B is making with his mobilephone.


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Learning Objectives Checkup

Assess your understanding of the principles in this chapter byreading each learning objective and studying the accompany-ing exercises. For fill-in-the-blank items, write the missing textin the blank provided; for multiple-choice items, circle the let-ter of the correct answer. You can check your responses againstthe answer key on page AK-1.

Objective 2.1: Highlight the advantages and disadvantagesof working in teams.

1. Teams can achieve a higher level of performance thanindividuals alone becausea. They combine the intelligence and energy of multiple

individualsb.Motivation and creativity flourish in team settingsc. They involve more input and a greater diversity of

views, which tends to result in better decisionsd.They do all of the above

2. Which of the following is a potential disadvantage ofworking in teams?a. Teams always stamp out creativity by forcing people to

conform to existing ideas and practices.b.Teams increase a company’s clerical workload because

of the additional government paperwork required foradministering workplace insurance.

c. Team members are never held accountable for theirindividual performance.

d.Social pressure within the group can lead to groupthink,in which people go along with a bad idea or poor deci-sion even though they may not really believe in it.

Objective 2.2: Identify eight guidelines for successful col-laborative writing.

3. Which of the following is the best way for a team of peo-ple to write a report?a. Each member should plan, research, and write his or

her individual version and then the group can selectthe strongest report.

b.The team should divide and conquer—one persondoing the planning, one doing the research, one doingthe writing, and so on.

c. To ensure a true group effort, every task from plan-ning through final production should be done as ateam, preferably with everyone in the same room atthe same time.

d.Research and plan as a group but assign the actual writ-ing to one person, or at least assign separate sections toindividual writers and have one person edit them all toachieve a consistent style.

4. Which of the following steps should be completed beforeanyone from the team does any planning, researching, orwriting?a. The team should agree on the project’s goals.b.The team should agree on the report’s title.c. To avoid compatibility problems, the team should agree

on which word processor or other software will be used.

d.The team should always step away from the work envi-ronment and enjoy some social time in order to bondeffectively before starting work.

Objective 2.3: Explain how wiki technology can help teamscollaborate.

5. Which of the following are key benefits of using wikis forcollaborative communication?a. The ability to post web content without needing to

learn the conventional tools and techniques for creat-ing webpages

b.The ability for managers to ensure that messages postedon webpages consistently follow the strategic messag-ing plan

c. The freedom for anyone with access to post new orrevised material quickly, without waiting for approval

d.The ability to impose strict workflow rules on teamcommunication

e. Both a and cf. Both b and d

Objective 2.4: Explain how group dynamics can affect teameffectiveness.

6. Self-oriented roles are a type of ______________ behav-ior in group settings.

7. Which of the following is the most accurate descriptionof groupthink?a. The ability of teams to generate more new ideas than a

single employee canb.A situation in which team members value harmony

more than effective decision makingc. The ability of teams to uncover hidden agendas and

ensure open, constructive communicationd.The existence of peer pressure in group settings

8. Conflict in team settings can be beneficial when it is_____________ but harmful when it is _____________.

Objective 2.5: Describe how meeting technologies canhelp participants communicate more successfully.

9. Online meeting technologies allow geographically dis-persed teams to conduct ______________ meetings overthe Internet.

Objective 2.6: Describe the listening process, and explainhow good listeners overcome barriers at each stage of theprocess.10. After receiving messages, listeners ______________ what

they’ve heard by assigning meaning to the sounds.11. If you’re giving an important presentation and notice that

many of the audience members look away when you tryto make momentary eye contact, which of the followingis most likely going on?a. These audience members don’t want to challenge your

authority by making direct eye contact.b.You work with a lot of shy people.c. The information you’re presenting is making your

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d.The audience is taking time to carefully think about theinformation you’re presenting.

12. If you don’t agree with something the speaker says in alarge, formal meeting, the best response is toa. Signal your disagreement by folding your arms across

your chest and staring defiantly back at the speakerb.Use your mobile phone or PDA to begin sending text

messages to other people in the room, explaining whythe speaker is wrong

c. Immediately challenge the speaker so that the misinfor-mation is caught and corrected

d.Quietly make a note of your objections and wait until aquestion-and-answer period to raise your hand

Objective 2.7: Clarify the importance of nonverbal com-munication, and briefly describe six categories of nonver-bal expression.13. Nonverbal signals can be more influential than spoken

language becausea. Body language is difficult to control and therefore diffi-

cult to fake, so listeners often put more trust in suchcues than in the words a speaker uses

b.Nonverbal signals communicate faster than spokenlanguage, and most people are impatient

c. Body language saves listeners from the trouble of pay-ing attention to what a speaker is saying

14. Which of the following is true about nonverbal signals?a. They can strengthen a spoken message.b.They can weaken a spoken message.c. They can replace spoken messages.d.All of the above.

Objective 2.8: Discuss the role of business etiquette, bothin the workplace and in social settings.15. Which of the following is the best characterization of eti-

quette in today’s business environment?a. Business etiquette is impossible to generalize because

every company has its own culture; you have to make itup as you go along.

b.With ferocious international competition and constantfinancial pressure, etiquette is an old-fashioned luxurythat businesses simply can’t afford today.

c. Ethical businesspeople don’t need to worry directlyabout etiquette because ethical behavior automaticallyleads to good etiquette.

d.Etiquette plays an important part in the process of form-ing and maintaining successful business relationships.

16. If you forgot to shut off your mobile phone before step-ping into a business meeting and you receive a call duringthe meeting, the most appropriate thing to do is toa. Lower your voice to protect the privacy of your phone

conversationb.Answer the phone then quickly hang it up to minimize

the disruption to the meetingc. Excuse yourself from the meeting and find a quiet place

to talkd.Continue to participate in the meeting while taking

the call; this shows everyone that you’re an effectivemultitasker

17. Your company has established a designated “quiet time”from 1:00 to 3:00 every afternoon, during which officephones, instant messaging, and e-mail are disabled so thatpeople can concentrate on planning, researching, writing,and other intensive tasks without being interrupted.However, a number of people continue to flout the guide-lines by leaving their mobile phones on, saying their fami-lies and friends need to be able to reach them. With all thevarious ring tones going off at random, the office is just asnoisy as it was before. What is the best response?a. Agree to reactivate the office phone system if everyone

will shut off their mobile phones but have all incomingcalls routed through a receptionist who will take mes-sages for all routine calls and deliver a note if anemployee truly is needed in an emergency.

b.Give up on quiet time; with so many electronic gadgetsin the workplace today, you’ll never achieve peace andquiet.

c. Get tough on the offenders by confiscating mobilephones whenever they ring during quiet time.

d.Without telling anyone, simply install one of the avail-able mobile phone jamming products that blockincoming and outgoing mobile phone calls.

18. Constantly testing the limits of your company’s dress andgrooming standards sends a strong signal that youa. Don’t understand or don’t respect your company’s

cultureb.Are a strong advocate for worker’s rightsc. Are a creative and independent thinker who is likely to

generate lots of successful business ideasd.Represent the leading edge of a new generation of

enlightened workers who will redefine the workplaceaccording to contemporary standards

Apply Your Knowledge

1. How can nonverbal communication help you run a meet-ing? How can it help you call a meeting to order, empha-size important topics, show approval, express reserva-tions, regulate the flow of conversation, and invite acolleague to continue with a comment?

2. Whenever your boss asks for feedback during depart-ment meetings, she blasts anyone offering criticism,

which causes people to agree with everything she says.You want to talk to her about it, but what should you say?List some of the points you want to make when you dis-cuss this issue with your boss.

3. Is conflict in a team good or bad? Explain your answer.4. At your last department meeting, three people monopo-

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meeting to encourage other department members to vol-untarily participate?

5. Ethical Choices Strange instant messages occasionallypop up on your computer screen during your team’s vir-tual meetings, followed quickly by embarrassed apologiesfrom one of your colleagues in another city. You eventu-

ally figure out that this person is working from home,even though he says he’s in the office; moreover, the mes-sages suggest that he’s running a sideline business fromhis home. You’re concerned about the frequent disrup-tions, not to mention your colleague’s potential ethicalviolations. What should you do? Explain your choice.

Practice Your Knowledge

MESSAGE FOR ANALYSIS

A project leader has made notes about covering the followingitems at the quarterly budget meeting. Prepare a formal agendaby putting these items into a logical order and rewriting, wherenecessary, to give phrases a more consistent sound.

• Budget Committee Meeting to be held on December 12,2008, at 9:30 A.M.

• I will call the meeting to order.• Real estate director’s report: A closer look at cost over-

runs on Greentree site.• The group will review and approve the minutes from

last quarter’s meeting.• I will ask the finance director to report on actual versus

projected quarterly revenues and expenses.• I will distribute copies of the overall divisional budget

and announce the date of the next budget meeting.• Discussion: How can we do a better job of anticipating

and preventing cost overruns?• Meeting will take place in Conference Room 3, with

WebEx active for remote employees.• What additional budget issues must be considered

during this quarter?

EXERCISES

For active links to all websites discussed in this chapter, visitthis text’s website at www.prenhall.com/thill. Locate yourbook and click on its “Companion Website” link. Then selectChapter 2 and click on “Featured Websites.” Locate the nameof the page or the URL related to the material in the text.Please note that links to sites that become inactive after publi-cation of the book will be removed from the “FeaturedWebsites” section.

2.1 Teamwork With a classmate, attend a local commu-nity or campus meeting where you can observe a groupdiscussion, vote, or other group action. During themeeting, take notes individually and, afterward, worktogether to answer the following questions.a. What is your evaluation of this meeting? In your

answer, consider (1) the leader’s ability to articulatethe meeting’s goals clearly, (2) the leader’s ability toengage members in a meaningful discussion, (3) thegroup’s dynamics, and (4) the group’s listening skills.

b. How did group members make decisions? Did theyvote? Did they reach decisions by consensus? Didthose with dissenting opinions get an opportunityto voice their objections?

c. How well did the individual participants listen?How could you tell?

d. Did any participants change their expressed viewsor their votes during the meeting? Why might thathave happened?

e. Did you observe any of the communication barriersdiscussed in Chapter 1? If so, identify them.

f. Compare the notes you took during the meetingwith those of your classmate. What differencesdo you notice? How do you account for thesedifferences?

2.2 Team Communication: Overcoming Barriers Everymonth, each employee in your department is expectedto give a brief oral presentation on the status of his orher project. However, your department has recentlyhired an employee with a severe speech impedimentthat prevents people from understanding most of whathe has to say. As department manager, how will youresolve this dilemma? Please explain.

2.3 Team Development: Resolving Conflict Describe arecent conflict you had with a team member at work orat school and explain how you resolved it. Did youfind a solution that was acceptable to both of you andto the team?

2.4 Ethical Choices During team meetings, one memberconstantly calls for votes before all the other membershave voiced their views. As the leader, you asked thismember privately about his behavior. He replied thathe was trying to move the team toward its goals, butyou are concerned that he is really trying to take con-trol. How can you deal with this situation withoutremoving the member from the group?

2.5 Online Communication: Staying on Track withBlog Replies As the leader of a product developmentteam, you write a daily blog to inform team membersof questions, concerns, and other developmentsrelated to your project. Team members are alwaysencouraged to reply to your online posts, but lately anumber of people have been wandering off track withtheir replies, raising new issues in the middle of a dis-


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Element of Listening Always Frequently Occasionally Never

1. I look for areas of interest when people speak. _____________ _____________ _____________ _____________

2. I focus on content rather than delivery. _____________ _____________ _____________ _____________

3. I wait to respond until I understand the content. _____________ _____________ _____________ _____________

4. I listen for ideas and themes, not isolated facts. _____________ _____________ _____________ _____________

5. I take notes only when needed. _____________ _____________ _____________ _____________

6. I really concentrate on what speakers are saying. _____________ _____________ _____________ _____________

7. I stay focused even when the ideas are complex. _____________ _____________ _____________ _____________

8. I keep an open mind despite emotionally chargedlanguage.

_____________ _____________ _____________ _____________

cussion thread or posting on matters unrelated to theitem to which they’re replying. As a result, the blog isbecoming less useful for everyone because individualmessage threads no longer stick to a single topic.Write a brief blog posting, three or four sentences atmost, courteously reminding everyone why it’simportant to stick to the subject at hand when reply-ing to blog items.

2.6 Internet Visit the PolyVision website, at www.websterboards.com, and read about electronic white-boards. What advantages do you see in using this kindof whiteboard during a meeting? Draft a short e-mail toyour boss outlining the product’s advantages.

2.7 Telephones and Voice Mail Late on a Friday after-noon, you learn that the facilities department is goingto move you—and your computer, your desk, and allyour files—to another office first thing Monday morn-ing. However, you have an important client meetingscheduled in your office for Monday afternoon, andyou need to finalize some contract details on Mondaymorning. You simply can’t lose access to your office atthis point, and you’re more than a little annoyed thatyour boss didn’t ask you before approving the move.He has already left for the day, but you know he usuallychecks his voice mail over the weekend so you decideto leave a message asking him to cancel the move or atleast call you at home as soon as possible. Using thevoice mail guidelines listed in Table 2.4, plan your

message. (Use an imaginary phone number as yourcontact number and make up any other details youneed for the call.) As directed by your instructor, sub-mit either a written script of the message or a podcastrecording of the actual message.

2.8 Nonverbal Communication: Analyzing WrittenMessages Select a business letter and envelope thatyou have received at work or home. Analyze theirappearance. What nonverbal messages do they send?Are these messages consistent with the content of theletter? If not, what could the sender have done to makethe nonverbal communication consistent with the ver-bal communication?

2.9 Nonverbal Communication: Analyzing Body Lan-guage Describe what the following body movementssuggest when someone exhibits them during a conver-sation. How do such movements influence your inter-pretation of spoken words?a. Shifting one’s body continuously while seatedb. Twirling and playing with one’s hairc. Sitting in a sprawled positiond. Rolling one’s eyese. Extending a weak handshake

2.10 Listening Skills: Self-Assessment How good are yourlistening skills? Use the following chart to rate yourselfon each element of listening. Then examine your rat-ings to identify where you are strongest and where youcan improve, using the tips in this chapter.

2.11 Etiquette: Coaching New Hires As the local managerof an international accounting firm, you place a highpriority on professional etiquette. Not only does itcommunicate respect to your clients, but it also instillsconfidence in your firm by showing that you and yourstaff are aware of and able to meet the expectations ofalmost any audience. Earlier today, you took fourrecently hired college graduates to lunch with animportant client. You’ve done this for years, and it’s

usually an upbeat experience for everyone, but today’slunch was a disaster. One of the new employees madenot one, not two, but three calls on his mobile phoneduring lunch. Another interrupted the client severaltimes and even got into a mild argument. The thirdemployee kept making sarcastic jokes about politics,making everyone at the table uncomfortable. And thefourth showed up dressed like she was expecting tobale hay or work in coal mine, not have a business


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lunch in a posh restaurant. You’ve already called theclient to apologize, but now you need to coach theseemployees on proper business etiquette. Draft a brief

memo to these employees, explaining why etiquette isso important to the company’s success—and their indi-vidual careers.

Expand Your Knowledge

LEARNING MORE ON THE WEB

MAKING MEETINGS WORK WITH THE 3MMEETING NETWORK

www.3m.com/meetingnetworkThe 3M Meeting Network contains a wide selection of

articles on planning meetings, designing activities to buildteamwork, and making better presentations. Click on “Articles& Advice,” find the appropriate articles, and then answer thefollowing questions.

1. How can you know if a meeting should be held or not?2. How can good leaders show they trust the group’s ability

to perform successfully?3. What are the advantages and disadvantages of “open

space” meetings, which take place without formal agen-das or facilitation?

SURFING YOUR WAY TO CAREER SUCCESS

Bovée and Thill’s Business Communication Headline Newsoffers links to hundreds of online resources that can help youwith this course, your other college courses, and your career.Visit www.businesscommunicationblog.com and click on“Web Directory.” The “Business Communication” section con-nects you to a variety of websites and articles on businessEnglish and business writing, as well as such important topicsas information overload, company culture, company image,and business etiquette. Identify three websites from this sec-tion that could be useful in your business career. For each site,write a two-sentence summary of what the site offers and howit could help you launch and build your career.

Learn Interactively

INTERACTIVE STUDY GUIDE

Go to the Companion Website at www. prenhall.com/thilland locate your book, then click on “Companion Website.”Select Chapter 2 to take advantage of the interactive “ChapterQuiz” to test your knowledge of chapter concepts. Receiveinstant feedback on whether you need additional studying.Also, visit the “Study Hall,” where you’ll find an abundance ofvaluable resources that will help you succeed in this course.

PEAK PERFORMANCE GRAMMAR AND MECHANICS

If your instructor has required the use of “Peak PerformanceGrammar and Mechanics,” either in your online course or on

CD, you can improve your skill with pronouns by using the“Peak Performance Grammar and Mechanics” module. Clickon “Grammar Basics” and then “Nouns and Pronouns.” Takethe Pretest to determine whether you have any weak areas.Then review those areas in the Refresher Course. Take theFollow-Up Test to check your grasp of pronouns. For an extrachallenge or advanced practice, take the Advanced Test.Finally, for additional reinforcement, go to the “Improve YourGrammar, Mechanics, and Usage” section that follows andcomplete those exercises.

Improve Your Grammar, Mechanics, and Usage

The following exercises help you improve your knowledge ofand power over English grammar, mechanics, and usage. Turnto the Handbook of Grammar, Mechanics, and Usage at theend of this book and review all of Section 1.2 (Pronouns).Then look at the following 10 items. Underline the preferredchoice within each set of parentheses. (Answers to these exer-cises appear on page AK-3.)

1. The sales staff is preparing guidelines for (their, its)clients.

2. Few of the sales representatives turn in (their, its) reportson time.

3. The board of directors has chosen (their, its) officers.4. Gomez and Archer have told (his, their) clients about the

new program.5. Each manager plans to expand (his, their, his or her) sphere

of control next year.6. Has everyone supplied (his, their, his or her) Social

Security number?


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7. After giving every employee (his, their, a) raise, Georgetold (them, they, all) about the increased workload.

8. Bob and Tim have opposite ideas about how to achievecompany goals. (Who, Whom) do you think will win thedebate?

9. City Securities has just announced (who, whom) it willhire as CEO.

10. Either of the new products would readily find (their, its)niche in the marketplace.

For additional exercises focusing on pronouns, go towww.prenhall.com/thill then locate your text and click on its “Companion Website” link. click on Chapter 2, click on“Additional Exercises to Improve your Grammar, Mechanics,and Usage,” then click on “3. Case of pronouns” or “4.Possessive pronouns.”


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