communicating in teams and mastering listening, nonverbal communication, and etiquette skills
DESCRIPTION
Communicating in Teams and Mastering Listening, Nonverbal Communication, and Etiquette Skills. Two or More People. Common Goal. Shared Mission . Shared Responsibility. Working in Teams. Problem Solving. Task Forces. Committees. Virtual Teams. Workplace Teams. Overview of Teams. - PowerPoint PPT PresentationTRANSCRIPT
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 1
Communicating in Communicating in Teams and Mastering Teams and Mastering Listening, Nonverbal Listening, Nonverbal Communication, and Communication, and
Etiquette SkillsEtiquette Skills
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 2
Working in TeamsWorking in Teams
Two or MoreTwo or MorePeoplePeople
SharedSharedResponsibilityResponsibility
Common Common GoalGoal
SharedSharedMission Mission
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 3
Workplace TeamsWorkplace Teams
Task ForcesTask Forces
CommitteesCommittees
Virtual TeamsVirtual Teams
Problem SolvingProblem Solving
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 4
Overview of TeamsOverview of TeamsAdvantagesAdvantages
Information & knowledgeInformation & knowledge
Diversity of viewsDiversity of views
Acceptance of solutionsAcceptance of solutions
PerformancePerformance
DisadvantagesDisadvantages
GroupthinkGroupthink
Hidden agendasHidden agendas
Free ridersFree riders
High costsHigh costs
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 5
Group DynamicsGroup Dynamics
RulesRules
NormsNorms
IdentityIdentity
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 6
Team-Member RolesTeam-Member Roles
•Controlling
•Withdrawing
•Attention Seeking
•Diverting
•Encouraging
•Harmonizing
•Compromising
•Initiating
•Information Seeking
•Coordinating
•Procedure Setting
Self-Oriented
Group-Maintenance
Task-Facilitating
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 7
Team Decision Team Decision MakingMaking
• OrientationOrientation
• ConflictConflict
• BrainstormingBrainstorming
• EmergenceEmergence
• ReinforcementReinforcement
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 8
Conflict in TeamsConflict in Teams• Scarce resources
• Task responsibilities
• Poor communication
• Attitudes and values
• Power struggles
• Conflicting goals
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 9
Types of ConflictTypes of ConflictConstructiveConstructive DestructiveDestructive
Exposes IssuesExposes Issues
Boosts InvolvementBoosts Involvement
Generates IdeasGenerates Ideas
Diverts EnergyDiverts Energy
Destroys MoraleDestroys Morale
Divides the TeamDivides the Team
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 10
Conflict ResolutionConflict ResolutionStrategiesStrategies
Win-LoseWin-Lose Win-WinWin-Win Lose-LoseLose-Lose
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 11
Overcome Overcome ResistanceResistance
• Express understanding
• Raise awareness
• Evaluate objections
• Withhold arguments
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 12
EffectiveTeams
CollaborativeRelationships
ClearPurpose
CreativeThinking
FocusedEfforts
OpenCommunication
ConflictResolution
ConsensusDecisionMaking
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 13
Collaborative WritingCollaborative WritingTeam Members
Strong Leadership
Cooperation
Clear Goals
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 14
Collaborative WritingCollaborative WritingSolid Commitment
Clear Responsibility
Prompt Action
Appropriate Technology
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 15
Critiquing WritingCritiquing Writing
• Clear instructions
• Purpose of the document
• Correct factual material
• Unambiguous language
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 16
PurposePurpose
PRODUCTIVEPRODUCTIVEMEETINGSMEETINGS
ParticipantsParticipants
AgendaAgenda LocationLocation
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 17
Effective MeetingsEffective MeetingsFocus
Procedures
Participation
Closing
Follow-Up
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 18
ListeningListening45%45%
WritingWriting9%9%
ReadingReading16%16%
SpeakingSpeaking30%30%
ReceivingSe
ndin
g
Usage of Business Communication ChannelsUsage of Business Communication Channels
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 19
The Listening ProcessThe Listening Process
InterpretingInterpreting RememberingRememberingReceivingReceiving
EvaluatingEvaluatingRespondingResponding
Feedback
Message
Message
Message
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 20
Barriers to ListeningBarriers to ListeningPhysical Distractions
Poor Note Taking
Self-Centeredness
Speech/Though Disparity
Differing Viewpoints
Prejudgment
Selective Listening
Inappropriate Reaction
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 21
Benefits of ListeningBenefits of Listening
RecognizeRecognizeInnovationInnovation
ManageManageDiversityDiversity
Gain aGain aPersonal EdgePersonal Edge
StrengthenStrengthenRelationshipsRelationships
EnhanceEnhanceProductivityProductivity
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 22
Listening GuidelinesListening GuidelinesMatch Listening Style to Speaker PurposeMatch Listening Style to Speaker Purpose
Minimize Physical DistractionsMinimize Physical Distractions
Practice Active ListeningPractice Active Listening
Provide Appropriate FeedbackProvide Appropriate Feedback
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 23
Basic CommunicationBasic CommunicationVe
rbal
Non
verb
al
Structure Intent
More SpontaneousLess Control
Conscious PurposeMore Control
Nonverbal
Verbal
Less StructuredHarder to Classify
More StructuredEasier to Study
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 24
Types of Nonverbal Types of Nonverbal CommunicationCommunication
FacialFacialExpressionsExpressions
GesturesGesturesand Postureand Posture
Touching Touching BehaviorBehavior
PersonalPersonalAppearanceAppearance
Use of Use of Time and SpaceTime and Space
Vocal Vocal CharacteristicsCharacteristics
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 25
Functions of Nonverbal Functions of Nonverbal CommunicationCommunication
• Reinforcement• Negation• Substitution• Intensification• Regulation
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 26
Detecting the TruthDetecting the TruthUneven Uneven SpeechSpeech
SquirmingSquirming
ComfortComfortGesturesGestures
DistancingDistancing
Raised Raised PitchPitch
MicroMicroExpressionsExpressions
Response Response TimeTime
Gap Gap FillingFilling
Eye Eye ContactContact
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 27
Maximizing CredibilityMaximizing Credibility
Eye BehaviorEye Behavior
PosturePosture
GesturesGestures
VoiceVoice
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 28
Improving Business Improving Business EtiquetteEtiquette
AppearanceAppearance InteractionsInteractions
PersonalPersonalGroomingGrooming
Wardrobe & Wardrobe & AccessoriesAccessories
Face-to-Face-to-FaceFace
Over the Over the TelephoneTelephone
Workplace BehaviorsWorkplace Behaviors
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 29
Workplace AppearanceWorkplace AppearanceSmooth and FinishedSmooth and Finished
Elegant and RefinedElegant and Refined
Crisp and StarchyCrisp and Starchy
Up-to-the Minute TrendyUp-to-the Minute Trendy
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 30
Face-to-Face Face-to-Face InteractionsInteractions
SmilingSmiling
Shaking HandsShaking Hands
Making IntroductionsMaking Introductions
Sharing MealsSharing Meals
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 31
Telephone InteractionsTelephone Interactions
Use VerbalUse VerbalResponsesResponses
Vary PitchVary Pitchand Inflectionand Inflection
IncreaseIncreaseVolume SlightlyVolume Slightly
Speak to BeSpeak to BeUnderstoodUnderstood
Speaking
Listening
Attitude
Tone
of V
oice
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 32
Receiving Phone Receiving Phone CallsCalls
Answer PromptlyAnswer PromptlyWith a SmileWith a Smile
Identify YourselfIdentify Yourself
Establish Establish the Caller’s Needsthe Caller’s Needs
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 33
Receiving Phone Receiving Phone CallsCalls
Stay PositiveStay Positive
Take AccurateTake AccurateMessagesMessages
Explain Your ActionsExplain Your Actions
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 34
Making Phone CallsMaking Phone CallsPlan and SchedulePlan and Schedule
Your CallsYour Calls
Minimize Minimize DistractionsDistractions
Introduce Introduce YourselfYourself
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 35
Making Phone CallsMaking Phone CallsDon’t WasteDon’t Waste
TimeTime
MaintainMaintainFocusFocus
Close on aClose on aPositive NotePositive Note
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 36
Using Voice MailUsing Voice Mail
Brief StatementsBrief Statements
Caller-FocusCaller-Focus
Current MessageCurrent Message
Professional ToneProfessional Tone
Helpful OptionsHelpful Options
Prompt ResponsePrompt Response
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 37
Leaving Voice MailLeaving Voice MailKeep It SimpleKeep It Simple
Sound ProfessionalSound Professional
Avoid PersonalAvoid PersonalMessagesMessages
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 38
Leaving Voice MailLeaving Voice MailReplay the Replay the
MessageMessage
Avoid MultipleAvoid MultipleMessagesMessages
Don’t Hide BehindDon’t Hide BehindVoice MailVoice Mail