© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 2 - 1 Communicating in Teams: Listening, Nonverbal, and Meeting.

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© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Communicating in Teams: Listening, Nonverbal, and Meeting Skills

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Overview of Teams Advantages Information & knowledge Diversity of views Acceptance of solutions Performance Disadvantages Groupthink Hidden agendas Free riders High costs

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Characteristics of Effective Teams Have a clear sense of purpose Communicate openly and honestly Reach decisions by consensus Think creatively Remain focused Resolve conflict effectively

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Preparing for Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Effective Meetings Keep the meeting on track Encourage participation Close effectively Follow up

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter The Listening Process Receiving Interpreting Remembering Evaluating Responding

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Barriers to Listening Prejudgment Self-centredness Selective listening

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Effective Listening Find areas of interest Focus on content Hold your fire Listen for ideas Take selective notes

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Effective Listening Work at listening Block competing thoughts Paraphrase the speaker Stay open-minded Stay ahead of the speaker

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Receiving Telephone Calls Answer promptly Identify yourself Establish the caller’s needs Be positive Take messages Explain your actions

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Making Telephone Calls Get ready Schedule the call Minimize distractions Introduce yourself Maximize your time Maintain focus Use a positive close

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Using Voice Mail Minimize time zones Reduce paperwork

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Effective Voice Mail Greetings Be brief and accurate Sound professional Keep callers in mind Make options helpful Update your greetings Respond to calls promptly

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Effective Voice Mail Messages Keep the message simple Sound professional Avoid personal messages Replay the message Avoid multiple messages Don’t hide behind voice mail

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Nonverbal Communication Sound and tone cues Gestures Facial expressions Spatial relationships Attitudes towards time

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Types of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Avoid conflicting signalsAvoid conflicting signals Strive for honestyStrive for honesty Smile genuinelySmile genuinely Maintain eye contactMaintain eye contact Be aware of posture and gesturesBe aware of posture and gestures Use appropriate vocal signalsUse appropriate vocal signals Maximizing Nonverbal Communication

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Know and reflect your audienceKnow and reflect your audience Acknowledge comfort zonesAcknowledge comfort zones Shake hands appropriatelyShake hands appropriately Respect varying attitudes about timeRespect varying attitudes about time Use touch carefullyUse touch carefully Be aware of false cuesBe aware of false cues Maximizing Nonverbal Communication

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