Chapter 2
Mastering Team Skills
and Interpersonal
Communication
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 1
Learning Objectives
1. Communicating effectively in teams
2. Communicating collaboratively
3. Making meetings more productive
4. Improving listening skills
5. Improving nonverbal communication
6. Developing business etiquette
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 2
Communicating Effectively
in Teams
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 3
Advantages of Teams
Information and
Knowledge
Diversity of
Viewpoints
Acceptance
of Solutions
Levels of
Performance
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Chapter 2 - 4
Disadvantages of Teams
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 5
Improve Team Performance
Clarify Purpose
Communicate
Build Consensus
Think Creatively
Stay Focused
Resolve Conflict
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Chapter 2 - 6
Collaborating on
Communication Efforts
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Chapter 2 - 7
Collaborative Writing
Select Collaborators
Agree on Goals
Take Time to Bond
Set Responsibilities
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Chapter 2 - 8
Collaborative Writing
Clarify Processes
Avoid Group Writing
Use Compatible Tools
Check Progress Often
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Chapter 2 - 9
Collaborative Technology
• Groupware
• Shared Workspaces
• Cloud Computing
• Group Review and Editing
• Content Management Systems
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Chapter 2 - 10
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Chapter 2 - 11
Virtual Communities
Identify the Best People
Build Organizational Knowledge
Maintain Sense of Community
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Chapter 2 - 12
Workplace Feedback
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Chapter 2 - 13
Making Your Meetings
More Productive
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Chapter 2 - 14
Productive Meetings
• Purpose
• Participants
• Time & Venue
• Agenda
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Chapter 2 - 15
Conduct Meetings
• Stay on Track
• Follow the Rules
• Invite Participation
• Participate Actively
• Close Effectively
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Chapter 2 - 16
Meeting Technology
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Chapter 2 - 17
Challenges of Virtual
Meetings
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Chapter 2 - 18
Improving Your Listening
Skills
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Chapter 2 - 19
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 20
The Listening Process
1. Receiving
2. Decoding
3. Remembering
4. Evaluating
5. Responding
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Chapter 2 - 21
Barriers to Listening
Potential Barriers
Selective Listening
Prejudgment
Selective Perception
Common Ground
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Chapter 2 - 22
Improving Your Nonverbal
Communication Skills
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Chapter 2 - 23
Nonverbal Signals
Verbal Messages
Enhance
Weaken
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Replace
Chapter 2 - 24
Categories of Nonverbal
Communication
Facial Expressions
Gestures and Postures
Vocal Characteristics
Personal Appearance
Touching Behavior
Time and Space
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 25
Developing Your Business
Etiquette
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Chapter 2 - 26
In the Workplace
• First Impressions
• Personal Appearance
• Personal Demeanor
• Phone Skills or Habits
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Chapter 2 - 27
In Social Settings
• First Impressions
• Personal Introductions
• Business Meals
• Cellular Phones
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 28
Communicating Online
• Avoid personal attacks
• Stay focused on the original topic
• Do not present opinions as facts
• Use good grammar and punctuation
• Use updated virus protection
• Ask permission before chatting
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 29
Communicating Online
• Control language and emotions
• Avoid multitasking and IM
• Never assume privacy
• Avoid “reply all” in email
• Do not waste other people’s time
• Respect boundaries
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 30
Mastering Team Skills
and Interpersonal
Communication
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 31