© Prentice Hall Business Communication Today, 9eChapter Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

© Prentice Hall Business Communication Today, 9eChapter 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 Business Communication Today, 9eChapter Overview of Teams Advantages Increased information Increased information Diversity of views Diversity of views Accepting solutions Accepting solutions Performance levels Performance levels Disadvantages Groupthink Groupthink Hidden agendas Hidden agendas Free riders Free riders High costs High costs

© Prentice Hall Business Communication Today, 9eChapter Characteristics of Effective Teams Clear objective Sense of purpose Open communication Consensus decision making Creative thinking Conflict resolution

© Prentice Hall Business Communication Today, 9eChapter Collaborative Writing Guidelines Select members carefully Agree on project goals Take time to bond Clarify individual responsibilities

© Prentice Hall Business Communication Today, 9eChapter Collaborative Writing Guidelines Set clear processes Avoid group writing Ensure compatibility Check progress often

© Prentice Hall Business Communication Today, 9eChapter Collaborative Writing Technologies Websites more control –Organization –Workflow –Content Wikis more flexibility –Organization –Workflow –Content

© Prentice Hall Business Communication Today, 9eChapter Group Dynamics Roles that team members assume Phase of team development Success in resolving conflict Success in overcoming resistance

© Prentice Hall Business Communication Today, 9eChapter 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 Business Communication Today, 9eChapter Team Evolution Orientation Conflict Brainstorming Emergence Reinforcement

© Prentice Hall Business Communication Today, 9eChapter Sources of Team Conflict Scarce resources Task responsibilities Incompatible ideas Poor communication Attitudes and values Power struggles Conflicting goals

© Prentice Hall Business Communication Today, 9eChapter Types of 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 Business Communication Today, 9eChapter Resolving Conflict Proaction Communication Openness Research Flexibility Fair play Alliance

© Prentice Hall Business Communication Today, 9eChapter Overcoming Resistance Express understanding Bring resistance into the open Evaluate objections fairly Withhold arguments

© Prentice Hall Business Communication Today, 9eChapter Etiquette in Team Settings In the workplace In social settings

© Prentice Hall Business Communication Today, 9eChapter Workplace Etiquette Appearance and grooming A genuine smile Telephone skills

© Prentice Hall Business Communication Today, 9eChapter Etiquette in Social Settings First impressions Personal introductions Dining etiquette Misuse of mobile phones Inappropriate topics

© Prentice Hall Business Communication Today, 9eChapter Productive Meetings Preparation Efficiency Technology

© Prentice Hall Business Communication Today, 9eChapter Preparing for Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

© Prentice Hall Business Communication Today, 9eChapter Leading and Participating Stay on track Follow the rules Promote participation Participate actively Close effectively

© Prentice Hall Business Communication Today, 9eChapter Meeting Technologies Virtual teams Virtual meetings Groupware

© Prentice Hall Business Communication Today, 9eChapter Improving Listening Skills Strengthen relationships Expedite product delivery Highlight opportunities Support workplace diversity Build foundation for trust Enhance performance

© Prentice Hall Business Communication Today, 9eChapter Types of Listening Content listening Critical listening Empathetic listening Active listening

© Prentice Hall Business Communication Today, 9eChapter The Listening Process Receiving Decoding Remembering Evaluating Responding

© Prentice Hall Business Communication Today, 9eChapter Barriers to Listening Physical elements Selective listening Short attention span Prejudgment and defensiveness Little common ground Memory barriers

© Prentice Hall Business Communication Today, 9eChapter Nonverbal Communication Complement verbal communication Reveal the truth Convey information efficiently

© Prentice Hall Business Communication Today, 9eChapter Recognizing Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space

© Prentice Hall Business Communication Today, 9eChapter 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