Team Development I: Communication
Handout
Objectives
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Review characteristics of effective listening.
Compare 1-on-1 communication versus team communication.
Identify task (practical) and process (personal) communication methods
used by team members.
Practice strategies for giving & receiving feedback.
Participate in a team activity.
Characteristics of an Effective Listener*
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Objective, keeps an open-mind
Thinks before they respond
Asks questions
Suspends judgement—puts
judgement on hold
Responds with empathy
Truthful/honest
Pays attention
Stays focused…doesn’t do
‘other’ things
Acknowledge comments
Does not assume responsibility
of problem
Follows-up on conversation
Patient
Sets aside own agenda
* As identified by the Natural Work Teams
Page 1
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Good eye contact
Hears you out…don’t interrupt
Summarizes
Shows interest in what’s being
said
Gives feedback
Positive body language
Pleasant
Keeps discussion to themselves,
unless asked to do otherwise
Provides reinforcement
Waits for the right time to
respond
Clarifies statements
Strives to ‘see’ both sides
Gives advice at the end
University of Marconi - Milwaukee
06/22/01
Team Development I: Communication
Handout
Communication Model
First,
Second,
Third...
What?
I’m
confused.
Barriers to Communication
Message
Encodes
Decodes
Barriers
♦ Environmental
$ Temperature
$ Noise
$ Visual
♦ Verbal
$ Slang, jargon
$ Too fast/slow
$ Unclear
♦ Interpersonal
$ Perception
$ Past experience
$ Assuming
Effective Communication
First,
Second,
Third...
OH! First,
Second,
Third…
One-Way
Encodes
Message
Decodes
Two-Way
FEEDBACK!
Good Feedback
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Page 2
Needs to be specific, sincere, and balanced
Positive Feedback…
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What…was good…
Why…it was good…
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Feedback for Improvement
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What…could be better…
Why…it should be better…
University of Marconi - Milwaukee
06/22/01