Working in Teams

© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 1

Communicating in Teams Communicating in Teams and Mastering Listening, and Mastering Listening,

Nonverbal Nonverbal Communication, and Communication, and

Business Etiquette SkillsBusiness Etiquette Skills


Working in TeamsWorking in Teams

• Two or more people

• Common goal

• Shared mission

• Shared responsibility


Types of Workplace Types of Workplace TeamsTeams

• Problem solving

• Taskforces

• Committees

• Virtual teams


Overview of TeamsOverview of Teams

Advantages

•Information & knowledge

•Diversity of views

•Acceptance of solutions

•Performance

Disadvantages

•Groupthink

•Hidden agendas

•Free riders

•High costs


Group DynamicsGroup Dynamics

• Team roles

• Group norms

• Team identity


Team RolesTeam Roles

• Self-oriented

• Team-maintenance

• Task-facilitating


Team Decision MakingTeam Decision Making

• Orientation

• Conflict

• Brainstorming

• Emergence

• Reinforcement


Conflict in TeamsConflict in Teams

• Scarce resources

• Task responsibilities

• Poor communication

• Attitudes, values, and personalities

• Power struggles

• Conflicting goals


Types of ConflictTypes of Conflict

• Constructive– Exposes issues

– Increases involvement

– Generates ideas

• Destructive– Diverts energy

– Destroys morale

– Divides the team


Conflict Resolution Conflict Resolution StrategiesStrategies

• Win-lose

• Lose-lose

• Win-win


Overcome ResistanceOvercome Resistance

• Express understanding

• Raise awareness

• Evaluate objections

• Withhold arguments


Effective TeamsEffective Teams

• Have a clear sense of purpose

• Communicate openly and honestly

• Reach decisions by consensus

• Think creatively

• Remain focused

• Resolve conflict effectively


Collaborative WritingCollaborative Writing

• Team members

• Strong leadership

• Cooperation

• Clear goals

• Solid commitment

• Clear responsibility

• Prompt action

• Compatible

technology

• Applied technology


Critiquing WritingCritiquing Writing

• Are the instructions clear?

• Does the document accomplish its

purpose?

• Is the factual material correct?

• Is the language unambiguous?


Productive MeetingsProductive Meetings

• Decide on the purpose

• Select participants

• Choose the location

• Set and follow an agenda


Effective MeetingsEffective Meetings

• Stay on track

• Follow parliamentary procedure

• Encourage participation

• Close effectively

• Follow up


Usage of Business Usage of Business

Communication ChannelsCommunication Channels

• Listening 45%

• Reading 16%

• Speaking 30%

• Writing 9%


The Listening ProcessThe Listening Process

• Receiving

• Interpreting

• Remembering

• Evaluating

• Responding


Barriers to ListeningBarriers to Listening

• Physical distraction

• Differing viewpoints

• Inappropriate

reaction

• Prejudgment

• Self-centeredness

• Selective listening

• Speech/thought

disparity

• Poor note taking


Benefits of Effective Benefits of Effective

ListeningListening

• Strengthen relationships

• Enhance productivity

• Recognize innovation

• Manage diversity

• Gain a personal edge


Effective ListeningEffective Listening

• Listen to challenging material

• Match listening style to speaker

purpose

• Minimize physical distractions

• Practice active listening

• Provide appropriate feedback


Basic CommunicationBasic Communication

• Nonverbal

– Less structured, harder to classify

–More spontaneous, less control

• Verbal

–More structured, easier to study

– Conscious purpose, more control


Types of Nonverbal Types of Nonverbal CommunicationCommunication

• Facial expressions

• Gestures and posture

• Vocal characteristics

• Personal appearance

• Touching behavior

• Use of time and space


Functions of Nonverbal Functions of Nonverbal

CommunicationCommunication

• Reinforcement

• Negation

• Substitution

• Intensification

• Regulation


Detecting the TruthDetecting the Truth

• Response time

• Distancing

• Uneven speech

• Gap filling

• Raised pitch

• Squirming

• Eye contact

• Micro-expressions

• Comfort gestures


Maximizing CredibilityMaximizing Credibility

• Eye behavior

• Gestures

• Posture

• Voice


Improving Business Improving Business EtiquetteEtiquette

• Workplace appearance

• Face-to-face interactions

• Telephone interactions


Workplace AppearanceWorkplace Appearance

• Smooth and finished

• Elegant and refined

• Crisp and starchy

• Up-to-the-minute trendy


Face-to-Face Face-to-Face InteractionsInteractions

• Smiling

• Shaking hands

• Making introductions

• Sharing meals


Telephone InteractionsTelephone Interactions

• Use verbal responses

• Increase volume slightly

• Vary pitch and inflection

• Speak to be understood


Receiving Phone CallsReceiving Phone Calls

• Answer promptly with a smile

• Identify yourself

• Establish the caller’s needs

• Be positive

• Take accurate messages

• Explain your actions


Making Phone CallsMaking Phone Calls

• Be ready before you call

• Schedule the call

• Minimize distractions

• Introduce yourself

• Don’t waste time

• Stay focused

• Close on a positive note


Using Voice MailUsing Voice Mail

• Brief, accurate statements

• Professional tone

• Caller-focus

• Helpful options

• Current message

• Prompt response


Leaving Voice MailLeaving Voice Mail

• Keep it simple

• Sound professional

• Avoid personal messages

• Replay the message

• Avoid multiple messages

• Don’t hide behind voice mail

Working in Teams

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