BCEN 3510, Business Communication Chapter 3: Listening, Team Communication and Difficult Conversations

Listening, Team Communication and Difficult Conversations Active Listening Paying attention Holding judgment Reflecting Clarifying Summarizing Sharing

Listening, Team Communication and Difficult Conversations Barriers to Effective Listening Lack of time Lack of patience and attention span Image of leadership Communication technology Fear of bad news or uncomfortable information Defending “Me too” statements Advice giving Judging

Listening, Team Communication and Difficult Conversations Asking the Right Questions Rapport-building questions Funnel questions Probing questions Solution-oriented questions

Listening, Team Communication and Difficult Conversations Avoiding the Wrong Questions Leading questions Disguised statements Cross-examination questions

Listening, Team Communication and Difficult Conversations Principles of Effective Team Communication Stages of team development Forming Storming Norming Performing

Listening, Team Communication and Difficult Conversations Effective teams Spend a lot of time discussing values, norms, and goals Spend most of their time discussing work issues Meet often Embrace differing viewpoints and conflict Feel a common sense of purpose

Listening, Team Communication and Difficult Conversations Managing Meetings Planning Purpose Who should attend? Schedule Roles/responsibilities Agenda Materials needed before meeting When/how to announce Rooms? Equipment? Printing materials?

Listening, Team Communication and Difficult Conversations Managing Meetings Running effective meetings Create tradition, culture, and variety Set expectations and follow agenda Encourage participation/expression of ideas Build consensus and plan of action Deal with difficult people

Listening, Team Communication and Difficult Conversations Managing Meetings Following up after meetings Distribute minutes Follow up on any action items

Listening, Team Communication and Difficult Conversations Managing Difficult Conversations Embrace difficult conversations Assume the best in others Adopt a learning stance/commit to hearing everyone’s story Stay calm and overcome noise Find common ground Disagree diplomatically Avoid exaggeration and either/or approaches Initiate the conversation, share stories, focus on solutions