Communicating in
Teams and Mastering
Listening and Nonverbal
Communication
Prentice Hall, 2007
Excellence in Business
Communication, 7e
1
Improving Your Performance
in Teams

Formal


Permanent committees
Informal

Task forces and problem-solving teams
Prentice Hall, 2007
Excellence in Business
Communication, 7e
2
Overview of Teams
Advantages
Increased
Broad
Disadvantages
information
knowledge base
Diversity
of solutions
Performance
Prentice Hall, 2007
levels
Peer
pressure
Hidden
of views
Acceptance
Groupthink
agendas
Free
riders
High
costs
Excellence in Business
Communication, 7e
3
Team Communication
Select members carefully
 Agree on project goals
 Take time to bond
 Clarify individual responsibilities

Prentice Hall, 2007
Excellence in Business
Communication, 7e
4
Team Communication
Set clear processes
 Select tools and techniques
 Avoid group writing
 Check progress often

Prentice Hall, 2007
Excellence in Business
Communication, 7e
5
Group Dynamics

Team roles

Group norms

Team identity
Prentice Hall, 2007
Excellence in Business
Communication, 7e
6
Assuming Team Roles

Self-oriented

Team-maintenance

Task-facilitating
Prentice Hall, 2007
Excellence in Business
Communication, 7e
7
Team Decision Making

Orientation

Conflict

Brainstorming

Emergence

Reinforcement
Prentice Hall, 2007
Excellence in Business
Communication, 7e
8
Team Conflict

Scarce resources

Task responsibilities

Poor communication

Attitudes and values

Power struggles

Conflicting goals
Prentice Hall, 2007
Excellence in Business
Communication, 7e
9
Types of Conflict


Constructive

Exposes issues

Boosts involvement

Generates ideas
Destructive

Diverts energy

Destroys morale

Divides the team
Prentice Hall, 2007
Excellence in Business
Communication, 7e
10
Resolving Conflict

Proaction

Communication

Openness

Research

Flexibility

Fair play

Alliance
Prentice Hall, 2007
Excellence in Business
Communication, 7e
11
Overcoming Resistance

Express understanding

Raise awareness

Evaluate objections

Withhold arguments
Prentice Hall, 2007
Excellence in Business
Communication, 7e
12
Workplace Etiquette
Appearance and grooming
 A genuine smile
 Telephone skills

Prentice Hall, 2007
Excellence in Business
Communication, 7e
13
Workplace Etiquette

Appearance and grooming

A genuine smile

Telephone skills
Prentice Hall, 2007
Excellence in Business
Communication, 7e
14
Social Etiquette

First impressions

Personal introductions

Dining etiquette

Misuse of mobile phones

Inappropriate topics
Prentice Hall, 2007
Excellence in Business
Communication, 7e
15
Productive Meetings

Preparation

Efficiency

Technology
Prentice Hall, 2007
Excellence in Business
Communication, 7e
16
Preparing for Meetings

Decide on the purpose

Select participants

Choose the location

Set and follow an agenda
Prentice Hall, 2007
Excellence in Business
Communication, 7e
17
Leading and Participating

Stay on track

Follow the rules

Promote participation

Participate actively

Close effectively
Prentice Hall, 2007
Excellence in Business
Communication, 7e
18
Meeting Technology

Virtual teams

Virtual meetings

Groupware

Networks
Prentice Hall, 2007
Excellence in Business
Communication, 7e
19
E-Mail in the Workplace


Advantages

Information sharing

Project collaboration
Disadvantages

Non-real time

Information delays
Prentice Hall, 2007
Excellence in Business
Communication, 7e
20
Instant Messaging
in the Workplace

Basic chat

Presence awareness

Video capabilities

Remote PC control

Remote display

Virtual agents
Prentice Hall, 2007
Excellence in Business
Communication, 7e
21
Advantages
of Instant Messaging

Rapid response

Reduced costs

Conversation aspects

Wide availability
Prentice Hall, 2007
Excellence in Business
Communication, 7e
22
Disadvantages
of Instant Messaging

Technical issues

Security and privacy

User identification

Message logging

Incompatible systems
Prentice Hall, 2007
Excellence in Business
Communication, 7e
23
Disadvantages
of Instant Messaging

Behavioral issues

Interruptions

Business vs. personal usage

Being out of the loop

Wasted time
Prentice Hall, 2007
Excellence in Business
Communication, 7e
24
Effective Workplace IM

Schedule usage

Protect confidential information

Avoid personal messages

Minimize impromptu meetings

Avoid long, complex messages
Prentice Hall, 2007
Excellence in Business
Communication, 7e
25
Effective Workplace IM

Train all personnel

Avoid multiple conversations

Minimize IM slang

Maintain “spim” filters
Prentice Hall, 2007
Excellence in Business
Communication, 7e
26
Shared Workspaces

The virtual office

Resources and information

Built-in intelligence

Revision control

Presence awareness
Prentice Hall, 2007
Excellence in Business
Communication, 7e
27
Virtual Meetings

IM chat

Teleconferencing

Video-conferencing

Web-based systems
Prentice Hall, 2007
Excellence in Business
Communication, 7e
28
Improving Listening Skills

Strengthens relationships

Expedites product delivery

Highlights opportunities

Supports workforce diversity

Builds foundation for trust

Enhances performance
Prentice Hall, 2007
Excellence in Business
Communication, 7e
29
Categories of Listening

Content listening

Critical listening

Empathetic listening
Prentice Hall, 2007
Excellence in Business
Communication, 7e
30
The Listening Process

Receiving

Interpreting

Remembering

Evaluating

Responding
Prentice Hall, 2007
Excellence in Business
Communication, 7e
31
Barriers to Listening

Physical elements

Selective listening

Short attention span

Prejudgment

Little common ground

Memory barriers
Prentice Hall, 2007
Excellence in Business
Communication, 7e
32
Nonverbal Communication

Complement verbal communication

Reveal the truth

Convey information efficiently
Prentice Hall, 2007
Excellence in Business
Communication, 7e
33
Categories of Nonverbal
Communication

Facial expressions

Gestures and posture

Vocal characteristics

Personal appearance

Touching behavior

Use of time and space
Prentice Hall, 2007
Excellence in Business
Communication, 7e
34