© Prentice Hall, 2005 Business Communication Today 8eChapter 2 - 1 Communicating in Teams and...

© Prentice Hall, 2005 Business Communication Today 8e Chapter 2 - 1

Communicating in Communicating in Teams and Mastering Teams and Mastering

Listening and Listening and Nonverbal Nonverbal

CommunicationCommunication


Improving Your Improving Your Performance in TeamsPerformance in Teams• Formal

– Permanent committees

• Informal

– Task forces and problem-solving teams


Overview of TeamsOverview of Teams

AdvantagesAdvantages

Increased information Increased information

Broad knowledge baseBroad knowledge base

Diversity of viewsDiversity of views

Acceptance of solutionsAcceptance of solutions

Performance levelsPerformance levels

DisadvantagesDisadvantages

GroupthinkGroupthink

Peer pressurePeer pressure

Hidden agendasHidden agendas

Free ridersFree riders

High costsHigh costs


Team CommunicationTeam Communication

• Select members carefully

• Agree on project goals

• Take time to bond

• Clarify individual responsibilities


Team CommunicationTeam Communication

• Set clear processes

• Select tools and techniques

• Avoid group writing

• Check progress often


Group DynamicsGroup Dynamics

• Team roles

• Group norms

• Team identity


Assuming Team RolesAssuming Team 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 and values

• Power struggles

• Conflicting goals


Types of ConflictTypes of Conflict

• Constructive

– Exposes issues

– Boosts involvement

– Generates ideas

• Destructive

– Diverts energy

– Destroys morale

– Divides the team


Resolving ConflictResolving Conflict

• Proaction

• Communication

• Openness

• Research

• Flexibility

• Fair play

• Alliance


Overcoming ResistanceOvercoming Resistance

• Express understanding

• Raise awareness

• Evaluate objections

• Withhold arguments


Workplace EtiquetteWorkplace Etiquette

• Appearance and grooming

• A genuine smile

• Telephone skills


Etiquette in Social Etiquette in Social

SettingsSettings• First impressions

• Personal introductions

• Dining etiquette

• Misuse of mobile phones

• Inappropriate topics


Productive MeetingsProductive Meetings

• Preparation

• Efficiency

• Technology


Preparing for MeetingsPreparing for Meetings

• Decide on the purpose

• Select participants

• Choose the location

• Set and follow an agenda


Leading and Leading and ParticipatingParticipating

• Stay on track

• Follow the rules

• Promote participation

• Participate actively

• Close effectively


Using Technology WiselyUsing Technology Wisely

• Virtual teams

• Virtual meetings

• Groupware


E-Mail in the WorkplaceE-Mail in the Workplace

• Advantages

– Information sharing

– Project collaboration

• Disadvantages

– Non-real time

– Information delays


Instant Messaging Instant Messaging

in the Workplacein the Workplace• Basic chat

• Presence awareness

• Video capabilities

• Remote PC control

• Remote display

• Virtual agents


Advantages Advantages

of Instant Messagingof Instant Messaging• Rapid response

• Reduced costs

• Conversation aspects

• Wide availability


Disadvantages Disadvantages

of Instant Messagingof Instant Messaging• Technical issues

– Security and privacy

– User identification

–Message logging

– Incompatible systems


Effective Workplace IMEffective Workplace IM

• Schedule usage

• Protect confidential information

• Avoid personal messages

• Minimize impromptu meetings

• Avoid complicated messages


Effective Workplace IMEffective Workplace IM

• Train all personnel

• Avoid multiple conversations

• Minimize IM slang

• Maintain “spim” filters


Shared WorkspacesShared Workspaces

• The virtual office

– Resources and information

– Built-in intelligence

– Revision control

– Presence awareness


Virtual MeetingsVirtual Meetings

• IM chat

• Teleconferencing

• Video-conferencing

• Web-based systems


Improving Listening Improving Listening

SkillsSkills• Strengthens relationships

• Expedites product delivery

• Highlights opportunities

• Supports workforce diversity

• Builds foundation for trust

• Enhances performance


Categories of ListeningCategories of Listening

• Content listening

• Critical listening

• Empathetic listening


The Listening ProcessThe Listening Process

• Receiving

• Interpreting

• Remembering

• Evaluating

• Responding


Barriers to ListeningBarriers to Listening

• Physical elements

• Selective listening

• Short attention span

• Prejudgment

• Little common ground

• Memory barriers


Nonverbal Nonverbal CommunicationCommunication

• Complement verbal communication

• Reveal the truth

• Convey information efficiently


Recognizing Nonverbal Recognizing Nonverbal CommunicationCommunication

• Facial expressions

• Gestures and posture

• Vocal characteristics

• Personal appearance

• Touching behavior

• Use of time and space


Maximizing Nonverbal Maximizing Nonverbal Communication SkillsCommunication Skills

• Note facial expressions

• Watch gestures and postures

• Listen for vocal characteristics

• Recognize physical appearance

• Be careful with physical contact

• Observe use of time and space

© Prentice Hall, 2005 Business Communication Today 8eChapter 2 - 1 Communicating in Teams and...

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