Mastering Interpersonal Communication Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Learning Objectives Highlight the advantages and disadvantages of working in teams Name eight guidelines for successful collaborative writing Explain how meeting technologies can expedite communication and describe social networking in business communication Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Learning Objectives Describe the listening process and how good listeners overcome barriers at each stage of the process Clarify the importance of nonverbal communication and describe six categories of nonverbal expression Review the importance of business etiquette Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Communicating in Teams Problem solving Task forces Committees Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Overview of Teams Advantages Disadvantages More information Diversity of views Support for solutions Improved performance Time issues Groupthink Hidden agendas High costs Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Effective Teams Have a clear objective Share a sense of purpose Communicate openly and honestly Reach decisions by consensus Think in creative ways Know how to resolve conflict Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Ineffective Teams Communication issues, suspicion, and lack of trust Waste time and money Generate low quality Breed frustration Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Collaborative Writing Select Collaborators Agree on Goals Take Time to Bond Clarify Responsibilities Clarify Processes Avoid Group Writing Ensure Compatibility Check Progress Often Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Writing Technologies Content management systems Wiki sites Groupware Shared workspaces Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Group Dynamics Team roles Team development Conflict Resistance Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Assuming Team Roles Self-oriented Team-maintenance Task-oriented Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Phases of Team Evolution General framework Orientation Conflict Brainstorming Emergence Reinforcement Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Types of Team Conflict Constructive (Win-Win) Destructive (Win-Lose or Lose-Lose) Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Resolving Team Conflict Seven methods Proaction Communication Openness Research Flexibility Fair play Alliance Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Overcoming Resistance Express understanding Make people aware of their resistance Evaluate others’ objections fairly Withhold arguments until the other person is ready for them Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Networking Technologies Social networks Virtual communities Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Productive Meetings Preparation Efficiency Technology Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Preparing for Meetings Identify your purpose Select participants Choose the time and place Set the agenda Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Leading and Participating Stay on track Follow the rules Invite participation Participate actively Close effectively Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Meeting Technologies Virtual teams Virtual meetings Teleconferences Videoconferences Web-based systems Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Effective Listening Skills Build relationships Enhance product deliveries Capture opportunities Manage diversity Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Types of Listening Content listening Critical listening Empathic listening Active listening Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

The Listening Process Receiving Decoding Remembering Evaluating Responding Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Barriers to Listening Interruptions Selective listening Selective perception Language or experience Memory problems Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Nonverbal Communication Intentional and unintentional effects Support words Weaken words Replace words Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Categories of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Time and space Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Using Nonverbal Communication Effectively When talking When not talking When listening Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Business Etiquette Workplace Social settings Online Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Etiquette in the Workplace Personal appearance Personal grooming Personal demeanor Telephone skills Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Etiquette in Social Settings Appearance and actions Personal introductions Business meals Mobile phones Inappropriate topics Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Business Etiquette Online Learn the basics of online etiquette Avoid personal attacks Stay focused on the original topic Do not present opinions as facts Follow grammar and spelling rules Use virus protection Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Business Etiquette Online Ask permission before IM chatting Control language and emotions Avoid multitasking and IM Never assume privacy Avoid “reply all” in email Do not waste other people’s time Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall