Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

Excellence in Business Communication, Chapter 2 8e -1

Improving Your Performance in Teams

Team
Two or more people Share mission responsibilit! "orking toward a goal

#ormal
Committees

Informal
Task forces and problem$solving teams

Excellence in Business Communication, Chapter 2 8e -2

%verview of Teams
Advantages
Increased information Diversity of views Accepting solutions Performance levels

Disadvantages
Groupthink Hidden agendas Free riders High costs

Excellence in Business Communication, Chapter 2 8e -3

Characteristics of &ffective Teams

Clear ob'ective Sense of purpose %pen communication Consensus decision making Creative thinking Conflict resolution
Excellence in Business Communication, Chapter 2 8e -4

Collaborative "riting (uidelines

Select members carefull! )gree on pro'ect goals Take time to bond Clarif! individual responsibilities

Excellence in Business Communication, Chapter 2 8e -5

Collaborative "riting (uidelines

Set clear processes )void group writing &nsure compatibilit! Check progress often

Excellence in Business Communication, Chapter 2 8e -

Collaborative "riting Technologies

"ebsites more control
%rgani*ation "orkflow Content

"ikis more fle+ibilit!

%rgani*ation "orkflow Content
Excellence in Business Communication, Chapter 2 8e -!

(roup ,!namics
-oles that team members assume Phase of team development Success in resolving conflict Success in overcoming resistance

Excellence in Business Communication, Chapter 2 8e -8

)ssuming Team -oles

Self$oriented
Controlling. withdrawing. diverting. seeking attention

Team$maintenance
&ncouraging. harmoni*ing. compromising

Task$oriented
Initiating. information giving or seeking. coordinating. procedure setting

Excellence in Business Communication, Chapter 2 8e -"

)llowing for Team &volution

%rientation Conflict /rainstorming &mergence -einforcement
Excellence in Business Communication, Chapter 2 8e -

Sources of Team Conflict

Scarce resources Task responsibilities Incompatible ideas Poor communication )ttitudes and values Power struggles Conflicting goals
Excellence in Business Communication, Chapter 2 8e -

T!pes of Team Conflict

Constructive 0win$win1
&+poses issues /oosts involvement (enerates ideas

,estructive 0win$lose. or lose$lose1

,iverts energ! ,estro!s morale ,ivides the team Excellence in Business Communication, Chapter 2 8e -

-esolving Team Conflict

Proaction Communication %penness -esearch #le+ibilit! #air pla! )lliance
Excellence in Business Communication, Chapter 2 8e -

%vercoming -esistance
&+press understanding /ring resistance into the open &valuate ob'ections fairl! "ithhold arguments

Excellence in Business Communication, Chapter 2 8e -

Productive Meetings
Preparation &fficienc! Technolog!

Excellence in Business Communication, Chapter 2 8e -

Preparing for Meetings

,ecide on the purpose Select participants Choose the location Set and follow an agenda

Excellence in Business Communication, Chapter 2 8e -

Leading and Participating

Sta! on track #ollow the rules Promote participation Participate activel! Close effectivel!
Excellence in Business Communication, Chapter 2 8e -

Meeting Technologies
2irtual teams 2irtual meetings (roupware

Excellence in Business Communication, Chapter 2 8e -

Improving Listening Skills

Strengthen relationships &+pedite product deliver! 3ighlight opportunities Support workplace diversit! /uild foundation for trust &nhance performance
Excellence in Business Communication, Chapter 2 8e -

T!pes of Listening
Content listening Critical listening &mpathetic listening )ctive listening

Excellence in Business Communication, Chapter 2 8e -

The Listening Process

-eceiving ,ecoding -emembering &valuating -esponding
Excellence in Business Communication, Chapter 2 8e -

/arriers to Listening
Ph!sical elements Selective listening Short attention span Pre'udgment and defensiveness Little common ground Memor! barriers
Excellence in Business Communication, Chapter 2 8e -

Nonverbal Communication
Complement verbal communication -eveal the truth Conve! information efficientl!

Excellence in Business Communication, Chapter 2 8e -

-ecogni*ing Nonverbal Communication

#acial e+pressions (estures and posture 2ocal characteristics Personal appearance Touching behavior 4se of time and space
Excellence in Business Communication, Chapter 2 8e -

Ma+imi*ing Nonverbal Communication Skills

Note facial e+pressions "atch gestures and postures Listen for vocal characteristics -ecogni*e ph!sical appearance /e careful with ph!sical contact %bserve use of time and space
Excellence in Business Communication, Chapter 2 8e -

&ti5uette in Team Settings

In the workplace In social settings

Excellence in Business Communication, Chapter 2 8e -

"orkplace &ti5uette
#irst impressions Personal appearance ) genuine smile Telephone skills

Excellence in Business Communication, Chapter 2 8e -

&ti5uette in Social Settings

#irst impressions Personal introductions ,ining eti5uette Misuse of mobile phones Inappropriate topics
Excellence in Business Communication, Chapter 2 8e -