Communicating

in Teams and Mastering

Listening and Nonverbal
Communication Skills

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 1

 Improving Your
Performance in Teams
Formal Informal
Task Forces and
Permanent Committees
Problem-Solving Teams

•Plan strategy •Solve problems

•Review results •Handle specific issues
•Handle employee issues •Encourage participation

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 2

 Overview of Teams
Advantages Disadvantages

Increased Information Groupthink

Diversity of Views Hidden Agendas

Acceptance of Solutions Free Riders

Levels of Performance High Costs

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 3

 Effective Teams
 Clear objective
 Sense of purpose
 Open communication
 Shared decision making
 Creative thinking
 Conflict resolution

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 4

 Collaborative
Writing
Select Members Clarify Processes

Agree on Goals Avoid Group Writing

Take Time to Bond Ensure Compatibility

Clarify Responsibilities Check Progress Often

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 5
 Collaborative
Writing Technologies

More Contr Less

ol
Websites

Wikis
Organization Content Workflow

Less Collaboration More

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 6

 Group Dynamics
Team
Team Roles
Roles

Team
Team Development
Development

Conflict
Conflict && Resistance
Resistance

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 7

Assuming Team Roles
Self- Group- Task-
Oriented Maintenance Oriented

Controlling and Initiating and

Encouraging
Diverting Coordinating

Withdrawing Harmonizing Seeking Information

Seeking Attention Compromising Setting Procedures

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 8

 Allowing for Team
Evolution
1. Orientation

2. Conflict

3. Brainstorming

4. Emergence

5. Reinforcement
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 9
 Sources of Team Conflict

Attitudes and Values

Incompatible Ideas Power Struggles

Poor Communication

Scarce Resources Conflicting Goals

Task Responsibilities

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 10

Types of Team Conflict

Constructive Destructive
Win-Win Strategy Win-Lose or Lose-Lose Outcome

Exposes Issues Diverts Energy

Boosts Involvement Destroys Morale

Generates Ideas Divides the Team

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 11

 Resolving Team
Conflict
Proaction

Fair Play Research

Communication

Alliance Flexibility

Openness

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 12

 Overcoming
Resistance
Express Understanding

Uncover Resistance

Evaluate Objections

Withhold Arguments
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 13
Productive Meetings

Preparation

Efficiency

Technology
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 14
 Purpose Participants

Preparing for
Meetings

Time and
Agenda
Place
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 15
 Leading and
Participating
Stay on track

Follow the rules

Invite participation

Participate actively

Close effectively
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 16
 Meeting
Technologies

Instant Messaging Teleconferencing Virtual Meetings

Virtual WhiteboardsWeb-Based MeetingsVideoconferencing

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 17

 Improving Listening
Skills
 Strengthen relationships
 Speed product delivery
 Highlight opportunities
 Support diversity
 Promote trust
 Enhance performance
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 18
 Types of Listening
Content

Critical

Empathetic

Active
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 19
 The Listening
Process
Message

1.
1.Receiving
Receiving 2.
2.Decoding
Decoding 3.
3.Remembering
Remembering

5.
5.Responding
Responding 4.
4.Evaluating
Evaluating

Feedback

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 20

Barriers to Listening

Physical
Physical Selective
Selective Prejudgment
Prejudgment or
or
Reception
Reception Listening
Listening Defensiveness
Defensiveness

Selective
Selective Little
LittleCommon
Common Memory
Memory
Perception
Perception Ground
Ground Problems
Problems

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 21

 Nonverbal
Communication
Complement Verbal Language

Reveal Hidden Meanings

Convey Information Efficiently

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 22

 Recognizing Nonverbal
Communication

Facial
Facial Gestures
Gestures Vocal
Vocal
Expressions
Expressions and
and Posture
Posture Characteristics
Characteristics

Personal
Personal Touching
Touching Time
Time
Appearance
Appearance Behavior
Behavior and
and Space
Space

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 23

 Maximizing Nonverbal
Communication
• 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, 2008 Excellence in Business Communication, 8e Chapter 2 - 24
 Practice Business
Etiquette

In the Workplace

In Social Settings

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 25

 Etiquette in the
Workplace
First Impressions

Personal Appearance

A Genuine Smile

Telephone Skills
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 26
 Etiquette in Social
Settings

First
First Personal
Personal
Impressions
Impressions Introductions
Introductions

Misuse
Misuseof
of Inappropriate
Inappropriate
Dining
DiningEtiquette
Etiquette Mobile
MobilePhones
Phones Topics
Topics

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 2 - 27