Mastering Interpersonal Communication - Pearson...

Copyright © 2010 Pearson Education International Chapter 2 - 1

Mastering Mastering Interpersonal Interpersonal

CommunicationCommunication


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


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


Communicating in TeamsCommunicating in Teams

• Problem solving• Task forces• Committees


Overview of TeamsOverview of TeamsAdvantages

•More information

•Diversity of views

•Support for solutions

•Improved performance

Disadvantages

•Time issues

•Groupthink

•Hidden agendas

•High costs


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


Ineffective TeamsIneffective Teams

• Communication issues, suspicion, and lack of trust– Waste time and money– Generate low quality– Breed frustration


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


Writing TechnologiesWriting Technologies

• Content management systems • Wiki sites• Groupware • Shared workspaces


Group DynamicsGroup Dynamics

• Team roles• Team development• Conflict• Resistance


Assuming Team RolesAssuming Team Roles

• Self-oriented• Team-maintenance• Task-oriented


Phases of Team Phases of Team EvolutionEvolution

• General framework1. Orientation2. Conflict3. Brainstorming4. Emergence5. Reinforcement


Types of Team ConflictTypes of Team Conflict

• Constructive (Win-Win)• Destructive (Win-Lose or Lose-Lose)


Resolving Team ConflictResolving Team Conflict

• Seven methods– Proaction– Communication– Openness– Research – Flexibility– Fair play– Alliance


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


Networking TechnologiesNetworking Technologies

• Social networks• Virtual communities


Productive MeetingsProductive Meetings

• Preparation• Efficiency• Technology


Preparing for MeetingsPreparing for Meetings

• Identify your purpose• Select participants• Choose the time and place• Set the agenda


Leading and Leading and ParticipatingParticipating

• Stay on track• Follow the rules• Invite participation• Participate actively• Close effectively


Meeting TechnologiesMeeting Technologies

• Virtual teams• Virtual meetings• Teleconferences • Videoconferences• Web-based systems


Effective Listening SkillsEffective Listening Skills

• Build relationships• Enhance product deliveries• Capture opportunities• Manage diversity


Types of ListeningTypes of Listening

• Content listening• Critical listening• Empathic listening• Active listening


The Listening ProcessThe Listening Process

• Receiving• Decoding• Remembering• Evaluating• Responding


Barriers to ListeningBarriers to Listening

• Interruptions • Selective listening• Selective perception• Language or experience• Memory problems


Nonverbal Nonverbal CommunicationCommunication

• Intentional and unintentional effects– Support words– Weaken words– Replace words


Categories of Nonverbal Categories of Nonverbal CommunicationCommunication

• Facial expressions• Gestures and posture• Vocal characteristics• Personal appearance• Touching behavior• Time and space


Using Nonverbal Using Nonverbal Communication EffectivelyCommunication Effectively• When talking• When not talking• When listening


Business EtiquetteBusiness Etiquette

• Workplace• Social settings• Online


Etiquette in the Etiquette in the WorkplaceWorkplace

• Personal appearance• Personal grooming• Personal demeanor• Telephone skills


Etiquette in Social Etiquette in Social SettingsSettings

• Appearance and actions• Personal introductions• Business meals• Mobile phones• Inappropriate topics


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


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

Mastering Interpersonal Communication - Pearson...

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