© Prentice Hall, 2003 Business Communication TodayChapter Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

© Prentice Hall, 2003 Business Communication TodayChapter Types of Workplace Teams Problem solving Taskforces Committees Virtual teams

© Prentice Hall, 2003 Business Communication TodayChapter Overview of Teams Advantages Information & knowledge Diversity of views Acceptance of solutions Performance Disadvantages Groupthink Hidden agendas Free riders High costs

© Prentice Hall, 2003 Business Communication TodayChapter Overview of Teams Advantages –information and knowledge –Diversity of views –Acceptance of solutions –Performance Disadvantages –Groupthink –Hidden agendas –Free riders –High costs

© Prentice Hall, 2003 Business Communication TodayChapter Group Dynamics Team roles Group norms Team identity

© Prentice Hall, 2003 Business Communication TodayChapter Roles People Play in Groups Self-oriented Team-maintenance Task-facilitating

© Prentice Hall, 2003 Business Communication TodayChapter Team Decision Making Orientation Conflict Brainstorming Emergence Reinforcement

© Prentice Hall, 2003 Business Communication TodayChapter 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, 2003 Business Communication TodayChapter Conflict in Teams Scarce resources Task responsibilities Poor communication Attitudes and values Power struggles Conflicting goals

© Prentice Hall, 2003 Business Communication TodayChapter Resolving Conflict Proaction Communication Openness Research Flexibility Fair play Alliance

© Prentice Hall, 2003 Business Communication TodayChapter Overcoming Resistance Express understanding Raise awareness Evaluate objections Withhold arguments

© Prentice Hall, 2003 Business Communication TodayChapter Collaborative Writing Team members Strong leadership Cooperation Clear goals Solid commitment Clear responsibility Prompt action Compatible technology Applied technology

© Prentice Hall, 2003 Business Communication TodayChapter Critiquing Writing Are the instructions clear? Does the document accomplish its purpose? Is the factual material correct? Is the language unambiguous?

© Prentice Hall, 2003 Business Communication TodayChapter Productive Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

© Prentice Hall, 2003 Business Communication TodayChapter Effective Meetings Stay on track Follow parliamentary procedure Encourage participation Close effectively Follow up

© Prentice Hall, 2003 Business Communication TodayChapter Three Types of Listening Content listening Critical listening Empathetic listening

© Prentice Hall, 2003 Business Communication TodayChapter The Listening Process Receiving Interpreting Remembering Evaluating Responding

© Prentice Hall, 2003 Business Communication TodayChapter Barriers to Listening Prejudgment Self-centeredness Selective listening

© Prentice Hall, 2003 Business Communication TodayChapter Nonverbal Communication Honesty Reliability Efficiency

© Prentice Hall, 2003 Business Communication TodayChapter Types of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space

© Prentice Hall, 2003 Business Communication TodayChapter Maximizing Nonverbal Communication Skills Smile genuinely Be aware of false cues Keep appropriate distance Use touch carefully Respect status Shake hands appropriately