Business Communication

Communication
Business
Today
Today
Chapter 2
Collaboration, Interpersonal
Communication, and Business
Etiquette
Copyright 2016 Pearson Education Limited

Chapter 2 1

Learning Objectives
1. List advantages and disadvantages of
working in teams, describe
characteristics of effective teams, and
highlight four key issues of group
dynamics.
2. Offer guides for collaborative
communication, identify collaboration
technologies, and explain how to give
constructive feedback.
3. List key steps needed to ensure
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Chapter 2
productive team meetings.

Learning Objectives
4. Identify major technologies used to
enhance or replace in-person meetings.
5. Identify three modes of listening,
describe the listening process, and
explain selective listening.
6. Explain why nonverbal communication is
important and identify six major
categories of nonverbal expression.
7. Explain the importance of business
identify
key areas where Chapter 2 3
Copyrightetiquette;
2016 Pearson Education
Limited

Communicating Effectively
Communicating
in Teams
Teams
in
(LO 2.1) List advantages and
disadvantages of working in teams,
describe characteristics of effective
teams, and highlight four key issues of
group dynamics.
Copyright 2016 Pearson Education Limited

Chapter 2 4

What Is a Team?
A team is a unit of two or more people
who share a mission and the
responsibility for working to achieve a
common goal.

ProblemSolving
Teams

Task
Forces

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Committe
es
Chapter 2 5

Advantages of Teams
Increased Information and
Knowledge
Increased Diversity of
Viewpoints
Increased Acceptance of
Solutions
Increased Levels of Performance
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Chapter 2
6

Disadvantages of
Teams
Groupthink
Pressure to Conform

Affects Decision
Quality

Hidden Agenda
Restricts Interaction

Limits Productivity

High Cost
Aligning Schedules
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Arranging Meetings
Chapter 2
7

Characteristics of
Effective Teams

Clear objective and shared purpose

Strong sense of trust
Open and honest communication
Consensus decision making
Creative thinking
Skill at resolving conflicts

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Chapter 2 8

Group Dynamics
Roles Assumed by Team
Members
Current Phase of Team
Development
Ability to Resolve
Conflict/Resistance
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Chapter 2
9

Assuming Team Roles

Dysfunctional
Self-Oriented

Functional
Team
Maintenance

Controlling

Encouraging

Withdrawing
AttentionSeeking
Diverting

Harmonizing
Compromising

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Functional
Task-Oriented
Initiating
Information
Giving or
Seeking
Coordinating
Procedure
Setting
Chapter 2
10

Allowing for Team

Evolution
(1) Orientation
Five Phases
of
Developme
nt

(2) Conflict
(3) Brainstorming
(4) Emergence
(5) Reinforcement

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Chapter 2
11

Resolving Team
Conflict
Proaction
Fair Play

Research
Communicati
on

Alliance

Flexibility
Openness

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Chapter 2
12

Overcoming
Resistance
Express
Understanding
Express Understanding
BringResistance
ResistanceOut
OutInto
Intothe
the
Bring
Open
Open
Evaluate
Others
Objections
Fairly
Evaluate Others Objections Fairly
HoldArguments
Argumentsfor
forthe
theRight
Right
Hold
Time
Time
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Chapter 2
13

Summary of Discussion
In this section, we discussed the
following:
What Is a Team?
Advantages and Disadvantages of
Teams
Characteristics of Effective Teams
Group Dynamics
(Continued on Next Slide)
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Chapter 2 14

Summary of Discussion
Assuming Team Roles
Allowing for Team Evolution
Resolving Team Conflict
Overcoming Resistance
The next section will cover
Collaborating on Communication
Efforts.
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Chapter 2 15

Collaborating on
Collaborating
Communication Efforts
Efforts
Communication
(LO 2.2) Offer guidelines for
collaborative communication, identify
major collaboration technologies, and
explain how to give constructive
feedback.
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Chapter 2 16

Guidelines for
Collaborative Writing
Select Collaborators Carefully
Agree on Project Goals
Give the Team Time to Bond
Clarify Individual
Responsibilities
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Chapter 2
17

Guidelines for
Collaborative Writing
Establish Clear Processes
Avoid Composing as a Group
Confirm Technical
Compatibility
Check Overall Progress of the
Group
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Chapter 2
18

Technologies for
Collaborative Writing
Content
Content
Management
Management
System
System
Wiki
Wiki
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Organized
Organized
Approach
Approach
Controlled Access
Access
Controlled
Flexible Approach
Approach
Flexible
Open Access
Access
Open
Chapter 2
19

Technologies for
Collaborative Writing
Groupware
Groupware

Shared
Shared
Workspaces
Workspaces
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Shared Knowledge
Knowledge
Shared
Cloud Computing
Computing
Cloud
Intranets
Intranets
Extranets
Extranets
Chapter 2
20

Social Networks
and Virtual
Communities
Organizationa
Organizationa
ll
Knowledge
Knowledge

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Senseof
of
Sense
Community
Community

Chapter 2
21

Unified
Communication

Collaboration via
Mobile Devices
Voice and Video Calling
Voice and Video Conferencing
Instant Messaging
Real-Time Collaboration

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Chapter 2 22

Giving and Responding

to Constructive
Offering Constructive
Feedback
Criticism

Focus on the process and outcomes.

Provide clear guidelines for improvement.

Receiving Constructive
Criticism
Dont get defensive or deny the feedbacks
validity.
Use feedback to improve the quality of your
Copyright 2016 Pearson Education Limited
Chapter 2
23
work.

Summary of Discussion
In this section, we discussed the
following:
Guidelines for Collaborative Writing
Technologies for Collaborative
Writing
Social Networks and Virtual
Communities
Collaboration via Mobile Devices
Giving and Responding to Feedback

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Chapter 2 24

Making Your
Your Meetings
Meetings
Making
More Productive
Productive
More
(LO 2.3) List the key steps needed to
ensure productive team meetings.

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Chapter 2 25

Preparing for Meetings

Define the
Purpose

Select
Participants

Choose the
Time and Venue

Set the Agenda

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Chapter 2
26

Conducting and
Contributing to
Efficient Meetings

Keep the discussion on track.

Follow agreed-upon rules.
Encourage everyone to
participate.
Participate in an active way.
Use mobile devices respectfully.
Close the meeting effectively.
Copyright 2016 Pearson Education Limited

Chapter 2 27

Putting Meeting
Results
to Productive
Use
Problems and
and
Problems
Opportunities
Opportunities

Written
Written
Meeting
Meeting
Minutes
Minutes

Action Items
Items Discussed
Discussed
Action
Key Decisions
Decisions Made
Made
Key
Important
Important
Announcements
Announcements
Responsibilities
Responsibilities
Assigned
Assigned

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Chapter 2
28

Summary of Discussion
In this section, we discussed the
following:
Preparing for Meetings
Conducting and Contributing to
Effective Meetings
Putting Meeting Results to
Productive Use
The next section will cover Using
Meeting Technologies.

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Chapter 2 29

Using Meeting
Meeting
Using
Technologies
Technologies
(LO 2.4) Identify the major
technologies used to enhance or
replace in-person meetings.

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Chapter 2 30

Using Meeting
Technologies
Instant
Messaging

Teleconferencing

Virtual
Meetings
Videoconferencin
g
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Telepresence
Chapter 2
31

Successful Virtual
Meetings
Spend extra time planning before
meetings.
Be more diligent during meetings.
Strive for audience engagement.
Provide opportunities to contribute.
Commit to paying attention.

Copyright 2016 Pearson Education Limited

Chapter 2 32

Summary of Discussion
In this section, we discussed the
following:
Using Meeting Technologies
Successful Virtual Meetings
The next section will cover
Improving Your Listening Skills.

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Chapter 2 33

Improving Your
Your Listening
Listening
Improving
Skills
Skills
(LO 2.5) Identify three major modes of
listening, describe the listening
process, and explain the problem of
selective listening.
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Chapter 2 34

Recognizing Various
Types of Listening
Content
Content

Critical
Critical

Empathic
Empathic

Active
Active

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Chapter 2
35

The Five-Step
Plan

The Listening Process

1. Receiving or Hearing the
Message
2. Decoding or Assigning
Meaning
3. Remembering the Message
4. Evaluating Information
Quality
5. Responding to the Message

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Chapter 2
36

Overcoming Barriers to
Effective Listening
Interruptions

Distractions

Selective Listening

Selective
Perception

Language/Experie
nce

Memory Issues

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Chapter 2
37

Summary of Discussion
In this section, we discussed the
following:
Recognizing Various Types of
Listening
The Listening Process
Overcoming Barriers to Effective
Listening
The next section will cover
Improving Your Nonverbal

Copyright 2016 Pearson Education Limited

Chapter 2 38

Improving Your
Your Nonverbal
Nonverbal
Improving
Communication Skills
Communication
(LO 2.6) Explain the importance of
nonverbal communication and identify
six major categories of nonverbal
expression.
Copyright 2016 Pearson Education Limited

Chapter 2 39

Recognizing
Nonverbal
Communication
Facial Expressions

Gestures and
Posture

Vocal
Characteristics

Personal
Appearance

Touching Behavior

Time and Space

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Chapter 2
40

Using Nonverbal
Communication
Effectively

Talking

Not
Talking

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Listening

Chapter 2
41

Summary of Discussion
In this section, we discussed the
following:
Recognizing Nonverbal
Communication
Using Nonverbal Communication
Effectively
The next section will cover
Developing Your Business Etiquette.
Copyright 2016 Pearson Education Limited

Chapter 2 42

Developing Your
Your
Developing
Business Etiquette
Etiquette
Business
(LO 2.7) Explain the importance of
business etiquette and identify four
key areas in which good etiquette is
essential.
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Chapter 2 43

Business Etiquette
in the Workplace
Personal Appearance
Personal Grooming
Personal Phone Skills
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Chapter 2
44

Guidelines for Using

Phones
in the Workplace

Be aware of how your voice sounds.

Be courteous when placing calls.
Convey a positive and professional
attitude.
End calls courteously and clearly.
Use your voicemail to help callers.
Be considerate when leaving
voicemails.

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Chapter 2 45

Business Etiquette
in Social Settings
Meetin
g
Others
Busines
s Meals

Representing Your
Company
Introducing Yourself
Introducing Other
Observing
Dining
People
Etiquette
Starting Polite
Conversations
Choosing Appropriate
Topics

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Chapter 2
46

Business Etiquette
Online

Behave professionally online.

Avoid personal attacks.
Stay focused on the original topic.
Dont present opinions as facts.
Use standard spelling and grammar.

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Chapter 2 47

Business Etiquette
Online

Use up-to-date virus protection.

Use hard-to-break passwords.
Ask permission before an IM chat.
Control language and emotions.
Avoid multitasking when using IM.

Copyright 2016 Pearson Education Limited

Chapter 2 48

Business Etiquette
Online

Never assume privacy.

Avoid using reply all in email.
Dont waste other peoples time.
Respect personal boundaries.
Be careful when commenting
online.

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Chapter 2 49

Business Etiquette
Using Mobile Devices
Personal Mobile
Mobile Device
Device
Personal
Habits
Habits
Issues with
with Virtual
Virtual
Issues
Assistants
Assistants
Expectations and
and Policies
Policies
Expectations
Copyright 2016 Pearson Education Limited

Chapter 2
50

Summary of Discussion
In this section, we discussed the
following:
Business Etiquette in the Workplace
Guidelines for Using Phones in the
Workplace
Business Etiquette in Social Settings
(Continued on Next Slide)
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Chapter 2 51

Summary of Discussion
Business Etiquette Online
Business Etiquette Using Mobile
Devices
This concludes our discussion of
Chapter 2: Collaboration,
Interpersonal Communication, and
Business Etiquette.
Copyright 2016 Pearson Education Limited

Chapter 2 52

Business Communication
Communication
Business
Today
Today
Chapter 2
Collaboration, Interpersonal
Communication, and Business
Etiquette
Copyright 2016 Pearson Education Limited

Chapter 2 53