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
• Team
– Two or more people
– Share mission/responsibility
– Working toward a goal
• Formal
– Committees
• Informal
– Task forces and problem-solving teams
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 2
Overview of Teams
Advantages
•Increased
•Diversity
information
of views
•Accepting
solutions
•Performance
© Prentice Hall, 2008
levels
Disadvantages
•Groupthink
•Hidden
agendas
•Free
riders
•High
costs
Excellence in Business Communication, 8e
Chapter 2 - 3
Characteristics of Effective
Teams
•
•
•
•
•
•
Clear objective
Sense of purpose
Open communication
Consensus decision making
Creative thinking
Conflict resolution
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 4
Collaborative Writing
Guidelines
•
•
•
•
Select members carefully
Agree on project goals
Take time to bond
Clarify individual responsibilities
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 5
Collaborative Writing
Guidelines
•
•
•
•
Set clear processes
Avoid group writing
Ensure compatibility
Check progress often
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 6
Collaborative Writing
Technologies
• Websites more control
– Organization
– Workflow
– Content
• Wikis more flexibility
– Organization
– Workflow
– Content
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 7
Group Dynamics
• Roles that team members assume
• Phase of team development
• Success in resolving conflict
• Success in overcoming resistance
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 8
Assuming Team Roles
• Self-oriented
– Controlling, withdrawing, diverting, seeking attention
• Team-maintenance
– Encouraging, harmonizing, compromising
• Task-oriented
– Initiating, information giving or seeking, coordinating,
procedure setting
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 9
Allowing for Team Evolution
• Orientation
• Conflict
• Brainstorming
• Emergence
• Reinforcement
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Excellence in Business Communication, 8e
Chapter 2 - 10
Sources of Team Conflict
• Scarce resources
• Task responsibilities
• Incompatible ideas
• Poor communication
• Attitudes and values
• Power struggles
• Conflicting goals
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 11
Types of Team Conflict
• Constructive (win-win)
– Exposes issues
– Boosts involvement
– Generates ideas
• Destructive (win-lose, or lose-lose)
– Diverts energy
– Destroys morale
– Divides the team
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 12
Resolving Team Conflict
• Proaction
• Communication
• Openness
• Research
• Flexibility
• Fair play
• Alliance
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Excellence in Business Communication, 8e
Chapter 2 - 13
Overcoming Resistance
• Express understanding
• Bring resistance into the open
• Evaluate objections fairly
• Withhold arguments
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Excellence in Business Communication, 8e
Chapter 2 - 14
Productive Meetings
• Preparation
• Efficiency
• Technology
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Excellence in Business Communication, 8e
Chapter 2 - 15
Preparing for Meetings
• Decide on the purpose
• Select participants
• Choose the location
• Set and follow an agenda
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Excellence in Business Communication, 8e
Chapter 2 - 16
Leading and Participating
• Stay on track
• Follow the rules
• Promote participation
• Participate actively
• Close effectively
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 17
Meeting Technologies
• Virtual teams
• Virtual meetings
• Groupware
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 18
Improving Listening Skills
• Strengthen relationships
• Expedite product delivery
• Highlight opportunities
• Support workplace diversity
• Build foundation for trust
• Enhance performance
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 19
Types of Listening
• Content listening
• Critical listening
• Empathetic listening
• Active listening
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Excellence in Business Communication, 8e
Chapter 2 - 20
The Listening Process
• Receiving
• Decoding
• Remembering
• Evaluating
• Responding
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Excellence in Business Communication, 8e
Chapter 2 - 21
Barriers to Listening
• Physical elements
• Selective listening
• Short attention span
• Prejudgment and defensiveness
• Little common ground
• Memory barriers
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 22
Nonverbal Communication
• Complement verbal communication
• Reveal the truth
• Convey information efficiently
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Excellence in Business Communication, 8e
Chapter 2 - 23
Recognizing Nonverbal
Communication
• Facial expressions
• Gestures and posture
• Vocal characteristics
• Personal appearance
• Touching behavior
• Use of time and space
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 24
Maximizing Nonverbal
Communication Skills
• 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 - 25
Etiquette in Team Settings
• In the workplace
• In social settings
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 26
Workplace Etiquette
• First impressions
• Personal appearance
• A genuine smile
• Telephone skills
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 27
Etiquette in Social Settings
• First impressions
• Personal introductions
• Dining etiquette
• Misuse of mobile phones
• Inappropriate topics
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 2 - 28