Post on 17-Dec-2015
Chapter 3Nonverbal Communication and Teamwork
Business Communication
Copyright 2010 South-Western Cengage Learning
The Roles of Nonverbal Communication Reinforcing a verbal messageContradicting a verbal messageSubstituting for a verbal messageRegulating a verbal message
23.1 Nonverbal Communication
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Nonverbal symbols, such as a smile, can reinforce verbal symbols.
Nonverbal SymbolsIn written messagesIn spoken messages
Body languageTouchingPersonal spaceTimeParalanguage
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Nonverbal symbols play an important role in spoken messages.
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3.1 Nonverbal Communication
Nonverbal Symbols and Your ImageLevel of confidence
Too much self-confidenceToo little self-confidence
FriendlinessEnthusiasmSincerityEye contact and postureAppearance
43.1 Nonverbal Communication
Nonverbal Symbols in the EnvironmentFurnishings and décorArrangement of tables and chairsLightingRoom temperatureNoise or soundsUse of color
53.1 Nonverbal Communication
Reading for ComprehensionReading comprehension: understanding what
you have read To overcome internal barriers when reading:
Clear your mind of distracting thoughtsAttempt to ignore tiredness or physical
discomfortsBe open to new ideasAvoid letting biases prevent you from
considering other viewpoints
63.1 Nonverbal Communication
The Listening ProcessHearingFocusing attentionUnderstandingRemembering
73.2 Listening Skills
Types of ListeningCasual listeningActive listeningInformative listeningEvaluative listeningEmphatic listeningReflective listening
83.2 Listening Skills
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Casual listening is relaxed and involves little energy or effort.
Barriers to Effective ListeningAttitudes about the speaker or topicPrejudices or opinionsAssumptionsDistractionsPhysical discomfortDivided focus
93.2 Listening Skills
Listening EffectivelyShare the responsibility
Focus on the main ideaEvaluate the messageProvide feedbackTake notesOvercome poor listening habits
Listening in specific situationsSmall groupsConference settings
103.2 Listening Skills
ILA
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ILA: International Listening AssociationQuestions1.When was ILA formed?2.In what areas do members of the ILA work?3.What are some activities of the ILA?
school.cengage.com/bcomm/buscomm
3.2 Listening Skills
Workplace RelationshipsEmployee and manager relationshipsCoworker relationshipsCustomer relationships
123.3 Teamwork
Be fair and honest in your dealings with customers.
Resolving ConflictsListen and talk with coworkersIdentify the underlying cause of the conflictFocus on issues or behaviors, not on people Think objectively Be willing to admit your mistakes and
apologizeAvoid assigning blameDo your part to make the proposed solution
work
133.3 Teamwork
Workplace TeamsSpecial teamsAdvantages of teamsDisadvantages of teamsVirtual teams
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Workplace teams are a trend in American companies.
3.3 Teamwork
Working Effectively in TeamsTeam roles
LeaderChallengerDoerThinkerSupporterRecorder
Learning to work together
153.3 Teamwork
Guidelines for Team SuccessIdentify the goals and determine tasks Identify resourcesAssign dutiesCommunicate regularlyResolve conflictsBrainstorm ideasEvaluate proceduresCelebrate success
163.3 Teamwork
Problem-Solving StepsIdentify the problemDescribe effects of the
problemBrainstorm solutionsEvaluate the possible
solutionsTest the selected solutionEvaluate the results
173.3 Teamwork
Brainstorming is generating ideas or possible solutions for a problem.
Standout Team MembersFocus on the team’s goalsAre reliable and responsibleContribute ideas and opinionsFind roles to fillAre supportive of team membersKeep the team’s affairs confidentialDo not take criticism personally
183.3 Teamwork
LeadershipLeadership: providing guidance and inducing
others to actImportant for managers and other employeesCareer-related student organizations help
build leadership skills
193.3 Teamwork
Vocabulary
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active listening casual listeningconflictemphatic listeningenthusiasm evaluative listeningfriendlinessgesture informative listeningleadership
nonverbal communicationparalanguagepersonal spaceposturereflective listeningself-confidence sinceritysynergyteamworkvirtual team