The Communication iCODE: Mastering the art of interpersonal communication
Copyright © 2010 Pearson Education InternationalChapter 2 - 1 Mastering Interpersonal...
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Transcript of Copyright © 2010 Pearson Education InternationalChapter 2 - 1 Mastering Interpersonal...
Copyright © 2010 Pearson Education International Chapter 2 - 1
Mastering Mastering Interpersonal Interpersonal
CommunicationCommunication
Copyright © 2010 Pearson Education International Chapter 2 - 2
Learning ObjectivesLearning Objectives
• Highlight the advantages and disadvantages
of working in teams
• Name eight guidelines for successful
collaborative writing
• Explain how meeting technologies can
expedite communication and describe social
networking in business communication
Copyright © 2010 Pearson Education International Chapter 2 - 3
Learning ObjectivesLearning Objectives
• Describe the listening process and how good
listeners overcome barriers at each stage of
the process
• Clarify the importance of nonverbal
communication and describe six categories
of nonverbal expression
• Review the importance of business etiquette
Copyright © 2010 Pearson Education International Chapter 2 - 4
Communicating in TeamsCommunicating in Teams
• Problem solving
• Task forces
• Committees
Copyright © 2010 Pearson Education International Chapter 2 - 5
Overview of TeamsOverview of Teams
Advantages
•More information
•Diversity of views
•Support for solutions
•Improved performance
Disadvantages
•Time issues
•Groupthink
•Hidden agendas
•High costs
Copyright © 2010 Pearson Education International Chapter 2 - 6
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
Copyright © 2010 Pearson Education International Chapter 2 - 7
Ineffective TeamsIneffective Teams
• Communication issues, suspicion,
and lack of trust
– Waste time and money
– Generate low quality
– Breed frustration
Copyright © 2010 Pearson Education International Chapter 2 - 8
Collaborative Writing Collaborative Writing
Clarify Processes
Avoid Group Writing
Ensure Compatibility
Check Progress Often
Select Collaborators
Agree on Goals
Take Time to Bond
Clarify Responsibilities
Copyright © 2010 Pearson Education International Chapter 2 - 9
Writing TechnologiesWriting Technologies
• Content management systems
• Wiki sites
• Groupware
• Shared workspaces
Copyright © 2010 Pearson Education International Chapter 2 - 10
Group DynamicsGroup Dynamics
• Team roles
• Team development
• Conflict
• Resistance
Copyright © 2010 Pearson Education International Chapter 2 - 11
Assuming Team RolesAssuming Team Roles
• Self-oriented
• Team-maintenance
• Task-oriented
Copyright © 2010 Pearson Education International Chapter 2 - 12
Phases of Team Phases of Team EvolutionEvolution
• General framework
1. Orientation
2. Conflict
3. Brainstorming
4. Emergence
5. Reinforcement
Copyright © 2010 Pearson Education International Chapter 2 - 13
Types of Team ConflictTypes of Team Conflict
• Constructive (Win-Win)
• Destructive (Win-Lose or Lose-Lose)
Copyright © 2010 Pearson Education International Chapter 2 - 14
Resolving Team ConflictResolving Team Conflict
• Seven methods– Proaction– Communication– Openness– Research – Flexibility– Fair play– Alliance
Copyright © 2010 Pearson Education International Chapter 2 - 15
Overcoming ResistanceOvercoming Resistance
• Express understanding
• Make people aware of their resistance
• Evaluate others’ objections fairly
• Withhold arguments until the other
person is ready for them
Copyright © 2010 Pearson Education International Chapter 2 - 16
Networking TechnologiesNetworking Technologies
• Social networks
• Virtual communities
Copyright © 2010 Pearson Education International Chapter 2 - 17
Productive MeetingsProductive Meetings
• Preparation
• Efficiency
• Technology
Copyright © 2010 Pearson Education International Chapter 2 - 18
Preparing for MeetingsPreparing for Meetings
• Identify your purpose
• Select participants
• Choose the time and place
• Set the agenda
Copyright © 2010 Pearson Education International Chapter 2 - 19
Leading and Leading and ParticipatingParticipating
• Stay on track
• Follow the rules
• Invite participation
• Participate actively
• Close effectively
Copyright © 2010 Pearson Education International Chapter 2 - 20
Meeting TechnologiesMeeting Technologies
• Virtual teams
• Virtual meetings
• Teleconferences
• Videoconferences
• Web-based systems
Copyright © 2010 Pearson Education International Chapter 2 - 21
Effective Listening SkillsEffective Listening Skills
• Build relationships
• Enhance product deliveries
• Capture opportunities
• Manage diversity
Copyright © 2010 Pearson Education International Chapter 2 - 22
Types of ListeningTypes of Listening
• Content listening
• Critical listening
• Empathic listening
• Active listening
Copyright © 2010 Pearson Education International Chapter 2 - 23
The Listening ProcessThe Listening Process
• Receiving
• Decoding
• Remembering
• Evaluating
• Responding
Copyright © 2010 Pearson Education International Chapter 2 - 24
Barriers to ListeningBarriers to Listening
• Interruptions
• Selective listening
• Selective perception
• Language or experience
• Memory problems
Copyright © 2010 Pearson Education International Chapter 2 - 25
Nonverbal Nonverbal CommunicationCommunication
• Intentional and unintentional effects
– Support words
– Weaken words
– Replace words
Copyright © 2010 Pearson Education International Chapter 2 - 26
Categories of Nonverbal Categories of Nonverbal CommunicationCommunication
• Facial expressions
• Gestures and posture
• Vocal characteristics
• Personal appearance
• Touching behavior
• Time and space
Copyright © 2010 Pearson Education International Chapter 2 - 27
Using Nonverbal Using Nonverbal Communication EffectivelyCommunication Effectively
• When talking
• When not talking
• When listening
Copyright © 2010 Pearson Education International Chapter 2 - 28
Business EtiquetteBusiness Etiquette
• Workplace
• Social settings
• Online
Copyright © 2010 Pearson Education International Chapter 2 - 29
Etiquette in the Etiquette in the WorkplaceWorkplace
• Personal appearance
• Personal grooming
• Personal demeanor
• Telephone skills
Copyright © 2010 Pearson Education International Chapter 2 - 30
Etiquette in Social Etiquette in Social
SettingsSettings• Appearance and actions
• Personal introductions
• Business meals
• Mobile phones
• Inappropriate topics
Copyright © 2010 Pearson Education International Chapter 2 - 31
Business Etiquette Business Etiquette OnlineOnline
• Learn the basics of online etiquette
• Avoid personal attacks
• Stay focused on the original topic
• Do not present opinions as facts
• Follow grammar and spelling rules
• Use virus protection