8/7/2019 thill_ebc08_basic_ppt_02
1/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 1
CommunicatingCommunicating
in Teams and Masteringin Teams and Mastering
Listening and NonverbalListening and NonverbalCommunication SkillsCommunication Skills
8/7/2019 thill_ebc08_basic_ppt_02
2/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 2
Improving YourImproving Your
Performance in TeamsPerformance in Teams
Formal
Permanent Committees
Plan strategy
Review results
Handle employee issues
Informal
Task Forces and
Problem-Solving Teams
Solve problems
Handle specific issues
Encourage participation
8/7/2019 thill_ebc08_basic_ppt_02
3/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 3
Overview of TeamsOverview of Teams
AdvantagesAdvantages DisadvantagesDisadvantages
Increased InformationIncreased Information
Diversity of ViewsDiversity of Views
Acceptance of SolutionsAcceptance of Solutions
Levels of PerformanceLevels of Performance
GroupthinkGroupthink
Hidden AgendasHidden Agendas
Free RidersFree Riders
High CostsHigh Costs
8/7/2019 thill_ebc08_basic_ppt_02
4/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 4
Effective TeamsEffective Teams
Clear objective
Sense of purpose
Open communication
Shared decision making
Creative thinking
Conflict resolution
8/7/2019 thill_ebc08_basic_ppt_02
5/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 5
CollaborativeCollaborative
WritingWriting
Clarify Processes
Avoid Group Writing
Ensure Compatibility
Check Progress Often
Select Members
Agree on Goals
Take Time to Bond
Clarify Responsibilities
8/7/2019 thill_ebc08_basic_ppt_02
6/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 6
CollaborativeCollaborative
Writing TechnologiesWriting Technologies
Contr
ol
More Less
CollaborationLess MoreW
ebsites W
ikis
Organization Content Workflow
8/7/2019 thill_ebc08_basic_ppt_02
7/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 7
Group DynamicsGroup Dynamics
Team RolesTeam RolesTeam RolesTeam Roles
Team DevelopmentTeam DevelopmentTeam DevelopmentTeam Development
Conflict & ResistanceConflict & ResistanceConflict & ResistanceConflict & Resistance
8/7/2019 thill_ebc08_basic_ppt_02
8/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 8
Assuming Team RolesAssuming Team Roles
Self-Oriented
Group-Maintenance
Task-Oriented
Initiating andCoordinating
Seeking Information
Setting Procedures
Encouraging
Harmonizing
Compromising
Controlling andDiverting
Withdrawing
Seeking Attention
8/7/2019 thill_ebc08_basic_ppt_02
9/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 9
Allowing for TeamAllowing for Team
EvolutionEvolution
1. Orientation
2. Conflict
3. Brainstorming
4. Emergence
5. Reinforcement
8/7/2019 thill_ebc08_basic_ppt_02
10/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 10
Sources of Team ConflictSources of Team Conflict
Poor Communication
Task Responsibilities
Attitudes and Values
Scarce Resources
Incompatible Ideas
Conflicting Goals
Power Struggles
8/7/2019 thill_ebc08_basic_ppt_02
11/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 11
Types of Team ConflictTypes of Team Conflict
ConstructiveConstructive
Win-Win StrategyWin-Win Strategy
DestructiveDestructive
Win-Lose or Lose-Lose OutcomeWin-Lose or Lose-Lose Outcome
Exposes IssuesExposes Issues
Boosts InvolvementBoosts Involvement
Generates IdeasGenerates Ideas
Diverts EnergyDiverts Energy
Destroys MoraleDestroys Morale
Divides the TeamDivides the Team
8/7/2019 thill_ebc08_basic_ppt_02
12/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 12
Resolving TeamResolving Team
ConflictConflictProaction
Communication
Openness
Research
Flexibility
Fair Play
Alliance
8/7/2019 thill_ebc08_basic_ppt_02
13/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 13
Express UnderstandingExpress Understanding
Uncover ResistanceUncover Resistance
Evaluate ObjectionsEvaluate Objections
Withhold ArgumentsWithhold Arguments
OvercomingOvercoming
ResistanceResistance
8/7/2019 thill_ebc08_basic_ppt_02
14/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 14
PreparationPreparation
EfficiencyEfficiency
TechnologyTechnology
Productive MeetingsProductive Meetings
8/7/2019 thill_ebc08_basic_ppt_02
15/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 15
ParticipantsParticipantsPurposePurpose
Time andTime and
PlacePlaceAgendaAgenda
Preparing forPreparing for
MeetingsMeetings
8/7/2019 thill_ebc08_basic_ppt_02
16/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 16
Stay on trackStay on track
Follow the rulesFollow the rules
Invite participationInvite participation
Participate activelyParticipate actively
Close effectivelyClose effectively
Leading andLeading and
ParticipatingParticipating
8/7/2019 thill_ebc08_basic_ppt_02
17/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 17
MeetingMeeting
TechnologiesTechnologies
Teleconferencing
Web-Based MeetingsVirtual Whiteboards Videoconferencing
Instant Messaging Virtual Meetings
8/7/2019 thill_ebc08_basic_ppt_02
18/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 18
Improving ListeningImproving Listening
SkillsSkillsStrengthen relationshipsStrengthen relationships
Speed product deliverySpeed product delivery
Highlight opportunitiesHighlight opportunities
Support diversitySupport diversity
Promote trustPromote trust
Enhance performanceEnhance performance
8/7/2019 thill_ebc08_basic_ppt_02
19/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 19
Types of ListeningTypes of Listening
ContentContent
CriticalCritical
EmpatheticEmpathetic
ActiveActive
8/7/2019 thill_ebc08_basic_ppt_02
20/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 20
The ListeningThe Listening
ProcessProcess
Feedback
2. Decoding2. Decoding2. Decoding2. Decoding 3. Remembering3. Remembering3. Remembering3. Remembering1. Receiving1. Receiving1. Receiving1. Receiving
4. Evaluating4. Evaluating4. Evaluating4. Evaluating5. Responding5. Responding5. Responding5. Responding
Message
8/7/2019 thill_ebc08_basic_ppt_02
21/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 21
Barriers to ListeningBarriers to Listening
PhysicalPhysical
ReceptionReception
PhysicalPhysical
ReceptionReception
SelectiveSelective
ListeningListening
SelectiveSelective
ListeningListening
Prejudgment orPrejudgment or
DefensivenessDefensiveness
Prejudgment orPrejudgment or
DefensivenessDefensiveness
SelectiveSelective
PerceptionPerception
SelectiveSelective
PerceptionPerceptionLittle CommonLittle Common
GroundGround
Little CommonLittle Common
GroundGroundMemoryMemory
ProblemsProblems
MemoryMemory
ProblemsProblems
8/7/2019 thill_ebc08_basic_ppt_02
22/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 22
NonverbalNonverbal
CommunicationCommunicationComplement Verbal Language
Reveal Hidden Meanings
Convey Information Efficiently
8/7/2019 thill_ebc08_basic_ppt_02
23/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 23
Recognizing NonverbalRecognizing Nonverbal
CommunicationCommunication
PersonalPersonal
AppearanceAppearance
PersonalPersonal
AppearanceAppearanceTouchingTouching
BehaviorBehavior
TouchingTouching
BehaviorBehaviorTimeTime
and Spaceand Space
TimeTime
and Spaceand Space
FacialFacialExpressionsExpressions
FacialFacialExpressionsExpressions
GesturesGesturesand Postureand PostureGesturesGestures
and Postureand PostureVocalVocal
CharacteristicsCharacteristicsVocalVocal
CharacteristicsCharacteristics
8/7/2019 thill_ebc08_basic_ppt_02
24/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 24
Note facial expressionsNote facial expressions
Watch gestures and posturesWatch gestures and postures Listen for vocal characteristicsListen for vocal characteristics
Recognize physical appearanceRecognize physical appearance
Be careful with physical contactBe careful with physical contact
Observe use of time and spaceObserve use of time and space
Maximizing NonverbalMaximizing Nonverbal
CommunicationCommunication
8/7/2019 thill_ebc08_basic_ppt_02
25/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 25
Practice BusinessPractice Business
EtiquetteEtiquette
In the Workplace
In Social Settings
8/7/2019 thill_ebc08_basic_ppt_02
26/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 26
Etiquette in theEtiquette in the
WorkplaceWorkplaceFirst ImpressionsFirst Impressions
Personal AppearancePersonal Appearance
A Genuine SmileA Genuine Smile
Telephone SkillsTelephone Skills
8/7/2019 thill_ebc08_basic_ppt_02
27/27
Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 27
Etiquette in SocialEtiquette in Social
SettingsSettings
Dining EtiquetteDining EtiquetteDining EtiquetteDining EtiquetteMisuse ofMisuse of
Mobile PhonesMobile Phones
Misuse ofMisuse of
Mobile PhonesMobile PhonesInappropriateInappropriate
TopicsTopics
InappropriateInappropriate
TopicsTopics
FirstFirstImpressionsImpressions
FirstFirstImpressionsImpressions PersonalPersonalIntroductionsIntroductionsPersonalPersonalIntroductionsIntroductions