Copyright © 2013 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 1 Chapter 2...

Chapter 2Chapter 2

Mastering Team Skills and Interpersonal Communication

Learning ObjectivesLearning Objectives1. List the advantages and disadvantages of working in

teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics

2. Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback

3. List the steps needed to ensure productive team meetings

4. Identify the major technologies used to enhance or replace in-person meetings

Learning ObjectivesLearning Objectives5. Identify three major modes of listening, describe the

listening process, and explain the problem of selective listening

6. Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression

7. Explain the importance of business etiquette, and identify three key areas in which good etiquette is essential

Communicating Effectively in Communicating Effectively in TeamsTeams

Communicating in TeamsCommunicating in Teams

Problem SolvingProblem Solving

Task ForcesTask Forces

CommitteesCommittees

Advantages Disadvantages

• Increased Information

• Diversity of Views

• Support for Solutions

• Improved Performance

• Time Issues

• Groupthink

• Hidden Agendas

• Increased Costs

Advantages and Advantages and Disadvantages of TeamsDisadvantages of Teams

Characteristics of Characteristics of Effective TeamsEffective Teams

• Have a clear objective

• Share a sense of purpose

• Communicate openly and honestly

• Reach decisions by consensus

• Think in creative ways

• Know how to resolve conflict

Group DynamicsGroup Dynamics

• Team Roles

• Team Development

• Resolving Conflict

• Overcoming Resistance

Self-Oriented

Team-Maintenance

Task-Oriented

Initiating andCoordinatingInitiating andCoordinating

Seeking InformationSeeking Information

Setting ProceduresSetting Procedures

EncouragingEncouraging

HarmonizingHarmonizing

CompromisingCompromising

Controllingand DivertingControlling

and Diverting

WithdrawingWithdrawing

Seeking AttentionSeeking Attention

Assuming Team RolesAssuming Team Roles

Phases of Team Phases of Team DevelopmentDevelopment

Proactive Behavior

Communication

Openness

Research

Flexibility

Fair Play

Alliance

Resolving Team ConflictResolving Team Conflict

Overcoming ResistanceOvercoming Resistance

• Express Understanding

• Uncover Resistance

• Evaluate Objections

• Withhold Arguments

Summary of ObjectivesSummary of Objectives

Collaborating on Collaborating on Communication EffortsCommunication Efforts

Clarify Processes

Avoid Group Writing

Ensure Compatibility

Check Progress Often

Select Collaborators

Agree on Goals

Take Time to Bond

Clarify Responsibilities

Guidelines for Guidelines for Collaborative WritingCollaborative Writing

Collaborative Collaborative TechnologiesTechnologies

Content ManagementContent Management

Wiki WebsiteWiki Website

GroupwareGroupware

Shared WorkspacesShared Workspaces

• Discuss Improvements

• Be Specific

• Keep Feedback Impersonal

• Verify Understanding

• Time Feedback Carefully

Giving Constructive Giving Constructive FeedbackFeedback

Making Your Meetings More Making Your Meetings More ProductiveProductive

PreparationPreparationPreparationPreparation

EfficiencyEfficiencyEfficiencyEfficiency

TechnologyTechnologyTechnologyTechnology

VirtualMeetingsVirtual

MeetingsFace-to-Face

Meetings

Making Your Meetings Making Your Meetings More ProductiveMore Productive

Preparing For MeetingsPreparing For Meetings

• Purpose

• Participants

• Time and Place

• Agenda

Stay onTrack

Follow the Rules

InviteParticipation

ParticipateActively

CloseEffectively

Conducting and Conducting and Contributing to Effective Contributing to Effective

MeetingsMeetings

Using Meeting TechnologiesUsing Meeting TechnologiesUsing Meeting TechnologiesUsing Meeting Technologies

Using Meeting Using Meeting TechnologiesTechnologies

• Virtual Meetings

• Teleconferences

• Videoconferences

• Web-Based Systems

Improving Your Listening Improving Your Listening SkillsSkills

The Importance of The Importance of Listening SkillsListening Skills

Relationships, Opportunities, Diversity Relationships, Opportunities, Diversity

Recognizing Types of Recognizing Types of ListeningListening

RespondingRespondingRespondingResponding5

Feedback

Message

ReceivingReceivingReceivingReceiving1

DecodingDecodingDecodingDecoding2

RememberingRememberingRememberingRemembering3

EvaluatingEvaluatingEvaluatingEvaluating4

Understanding The Understanding The Listening ProcessListening Process

• Selective Listening

• Selective Perception

• Memory Problems

Overcoming Barriers to Overcoming Barriers to Effective ListeningEffective Listening

Improving Your Nonverbal Improving Your Nonverbal Communication SkillsCommunication Skills

Strengthen Words

Weaken Words

Replace Words

Understanding Understanding Nonverbal Nonverbal

Communication Communication

Recognizing Nonverbal Recognizing Nonverbal CommunicationCommunication

Developing Your Business Developing Your Business EtiquetteEtiquette

The Importance of The Importance of Business EtiquetteBusiness Etiquette

Etiquette In The Etiquette In The WorkplaceWorkplace

• Personal Appearance

• Personal Grooming

• Personal Demeanor

• Telephone Skills

Etiquette in Social Etiquette in Social SettingsSettings

• Avoid personal attacks

• Stay focused on the original topic

• Do not present opinions as facts

• Follow grammar and spelling rules

• Use virus protection

Business Etiquette Business Etiquette OnlineOnline

• Ask permission before IM chatting

• Control language and emotions

• Avoid multitasking and IM

• Never assume privacy

• Avoid “reply all” in email

• Do not waste other people’s time

Business Etiquette Business Etiquette OnlineOnline

Chapter 2Chapter 2

Mastering Team Skills and Interpersonal Communication

Copyright © 2013 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 1 Chapter 2...

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