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

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

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 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

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

Making Your Meetings More Making Your Meetings More ProductiveProductive



PreparationPreparationPreparationPreparation

EfficiencyEfficiencyEfficiencyEfficiency

TechnologyTechnologyTechnologyTechnology

VirtualMeetingsVirtual

MeetingsFace-to-Face

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

Stay onTrack

Follow the Rules

Follow the Rules

InviteParticipation

InviteParticipation

ParticipateActively

ParticipateActively

CloseEffectively

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

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

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

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...

Documents

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