© Prentice Hall, 2005 Excellence in Business CommunicationChapter Communicating in Teams and Mastering Listening, Nonverbal Communication, and Business Etiquette Skills

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Working in Teams Two or more people Common goal Shared mission Shared responsibility

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Types of Workplace Teams Problem solving Taskforces Committees Virtual teams

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Overview of Teams Advantages Information & knowledge Diversity of views Acceptance of solutions Performance Disadvantages Groupthink Hidden agendas Free riders High costs

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Group Dynamics Team roles Group norms Team identity

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Team Roles Self-oriented Team-maintenance Task-facilitating

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Team Decision Making Orientation Conflict Brainstorming Emergence Reinforcement

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Conflict in Teams Scarce resources Task responsibilities Poor communication Attitudes, values, and personalities Power struggles Conflicting goals

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Types of Conflict Constructive –Exposes issues –Increases involvement –Generates ideas Destructive –Diverts energy –Destroys morale –Divides the team

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Conflict Resolution Strategies Win-lose Lose-lose Win-win

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Overcome Resistance Express understanding Raise awareness Evaluate objections Withhold arguments

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Effective Teams Have a clear sense of purpose Communicate openly and honestly Reach decisions by consensus Think creatively Remain focused Resolve conflict effectively

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Collaborative Writing Team members Strong leadership Cooperation Clear goals Solid commitment Clear responsibility Prompt action Compatible technology Applied technology

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Critiquing Writing Are the instructions clear? Does the document accomplish its purpose? Is the factual material correct? Is the language unambiguous?

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Productive Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Effective Meetings Stay on track Follow parliamentary procedure Encourage participation Close effectively Follow up

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Usage of Business Communication Channels Listening 45% Reading 16% Speaking 30% Writing 9%

© Prentice Hall, 2005 Excellence in Business CommunicationChapter The Listening Process Receiving Interpreting Remembering Evaluating Responding

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Barriers to Listening Physical distraction Differing viewpoints Inappropriate reaction Prejudgment Self-centeredness Selective listening Speech/thought disparity Poor note taking

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Benefits of Effective Listening Strengthen relationships Enhance productivity Recognize innovation Manage diversity Gain a personal edge

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Effective Listening Listen to challenging material Match listening style to speaker purpose Minimize physical distractions Practice active listening Provide appropriate feedback

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Basic Communication Nonverbal –Less structured, harder to classify –More spontaneous, less control Verbal –More structured, easier to study –Conscious purpose, more control

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Types of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Functions of Nonverbal Communication Reinforcement Negation Substitution Intensification Regulation

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Detecting the Truth Response time Distancing Uneven speech Gap filling Raised pitch Squirming Eye contact Micro-expressions Comfort gestures

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Maximizing Credibility Eye behavior Gestures Posture Voice

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Improving Business Etiquette Workplace appearance Face-to-face interactions Telephone interactions

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Workplace Appearance Smooth and finished Elegant and refined Crisp and starchy Up-to-the-minute trendy

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Face-to-Face Interactions Smiling Shaking hands Making introductions Sharing meals

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Telephone Interactions Use verbal responses Increase volume slightly Vary pitch and inflection Speak to be understood

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Receiving Phone Calls Answer promptly with a smile Identify yourself Establish the caller’s needs Be positive Take accurate messages Explain your actions

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Making Phone Calls Be ready before you call Schedule the call Minimize distractions Introduce yourself Don’t waste time Stay focused Close on a positive note

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Using Voice Mail Brief, accurate statements Professional tone Caller-focus Helpful options Current message Prompt response

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Leaving Voice Mail Keep it simple Sound professional Avoid personal messages Replay the message Avoid multiple messages Don’t hide behind voice mail