© Prentice Hall, 2004 Business Communication EssentialsChapter Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

© Prentice Hall, 2004 Business Communication EssentialsChapter Overview of Teams Advantages Information & knowledge Diversity of views Acceptance of solutions Performance Disadvantages Groupthink Hidden agendas Free riders High costs

© Prentice Hall, 2004 Business Communication EssentialsChapter 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

© Prentice Hall, 2004 Business Communication EssentialsChapter Preparing for Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

© Prentice Hall, 2004 Business Communication EssentialsChapter Effective Meetings Focus Procedures Participation Closing Follow-up

© Prentice Hall, 2004 Business Communication EssentialsChapter The Listening Process Receiving Interpreting Remembering Evaluating Responding

© Prentice Hall, 2004 Business Communication EssentialsChapter Barriers to Listening Prejudgment Self-centeredness Selective listening

© Prentice Hall, 2004 Business Communication EssentialsChapter Effective Listening Find areas of interest Focus on content Hold your fire Listen for ideas Take selective notes

© Prentice Hall, 2004 Business Communication EssentialsChapter Effective Listening Work at listening Block competing thoughts Paraphrase the speaker Stay open-minded Stay ahead of the speaker

© Prentice Hall, 2004 Business Communication EssentialsChapter Receiving Telephone Calls Answer promptly Identify yourself Establish rapport Be positive Take messages Explain your actions

© Prentice Hall, 2004 Business Communication EssentialsChapter Making Telephone Calls Get ready Schedule the call Minimize distractions Introduce yourself Maximize your time Maintain focus Use a positive close

© Prentice Hall, 2004 Business Communication EssentialsChapter Using Voice Mail Minimize time zones Reduce paperwork

© Prentice Hall, 2004 Business Communication EssentialsChapter Effective Voice Mail Greetings Be brief and accurate Sound professional Keep callers in mind Make options helpful Update your greetings Respond to calls promptly

© Prentice Hall, 2004 Business Communication EssentialsChapter 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

© Prentice Hall, 2004 Business Communication EssentialsChapter Nonverbal Communication Intent Spontaneity Honesty Efficiency

© Prentice Hall, 2004 Business Communication EssentialsChapter Types of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space

© Prentice Hall, 2004 Business Communication EssentialsChapter 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

© Prentice Hall, 2004 Business Communication EssentialsChapter Know your audienceKnow 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