1. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 1 Mastering Interpersonal Communication

2. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 2 Communicating in Teams Problem-Solving Task Forces Committees

3. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 3 Overview of Teams AdvantagesDisadvantages Increased Information Diversity of Views Support for Solutions Improved Performance Time Issues Groupthink Hidden Agendas Increased Costs

4. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 4 Effective Teams Have a clear objective Share a sense of purpose Communicate openly and honestly Reach decisions by consensus Think in creative ways Know how to resolve conflict

5. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 5 Ineffective Teams Waste Time and Money Generate Low-Quality Work Breed Frustration Communication Issues Suspicion and Lack of Trust

6. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 6 Collaborative Writing Clarify Processes Avoid Group Writing Ensure Compatibility Check Progress Often Select Collaborators Agree on Goals Take Time to Bond Clarify Responsibilities

7. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 7 Writing Technologies Content Management Wiki Site Groupware Shared Workspaces

8. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 8 Group Dynamics Team Roles Team Development Conflict & Resistance

9. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 9 Assuming Team Roles Self- Oriented Team- Maintenance Task- Oriented Initiating and Coordinating Initiating and Coordinating Seeking Information Setting Procedures Encouraging Harmonizing Compromising Controlling and Diverting Controlling and Diverting Withdrawing Seeking Attention

10. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 10 Phases of Team Evolution General Framework Orientation 1 1 Conflict 2 2 Brainstorming 3 3 Emergence 4 4 Reinforcement 5 5

11. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 11 Types of Team Conflict Constructive Win-Win Strategy Constructive Destructive Win-Lose or Lose-Lose Outcome Destructive Exposes Issues Boosts Involvement Generates Ideas Diverts Energy Destroys Morale Divides the Team

12. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 12 Resolving Team Conflict Proaction Communication Openness Research Flexibility Fair Play Alliance

13. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 13 Express Understanding Uncover Resistance Evaluate Objections Withhold Arguments Overcoming Resistance

14. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 14 Networking Technologies SocialNetworks VirtualCommunities

15. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 15 Productive Meetings PreparationPreparation EfficiencyEfficiency TechnologyTechnology Virtual Meetings Virtual Meetings Face-to-Face Meetings Face-to-Face Meetings

16. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 16 ParticipantsPurpose Time and Place Agenda Preparing for Meetings

17. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 17 Leading and Participating Stay on Track Stay on Track Follow the Rules Follow the Rules Invite Participation Invite Participation Participate Actively Participate Actively Close Effectively Close Effectively

18. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 18 Virtual Teams Virtual Meetings Teleconferences Videoconferences Web-Based Systems Meeting Technologies

19. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 19 Effective Listening Skills Relationships Product Delivery Opportunities Diversity

20. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 20 Types of Listening ContentContent ActiveActiveEmpathicEmpathic CriticalCritical

21. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 21 The Listening Process DecodingDecoding Feedback Message RememberingRememberingReceivingReceiving EvaluatingEvaluatingRespondingResponding

22. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 22 Barriers to Listening Interruptions Interruptions Selective listening Selective listening Selective perception Selective perception Language or experience Language or experience Memory problems Memory problems

23. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 23 Nonverbal Communication Support Words Weaken Words Replace Words

24. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 24 Categories of Nonverbal Communication Touching Behavior Vocal Characteristics Facial Expressions Time and Space Personal Appearance Gestures and Posture

25. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 25 Using Nonverbal Communication Effectively When Talking When Not Talking When Listening

26. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 26 Business Etiquette The Workplace Social Settings Online

27. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 27 Etiquette in the Workplace Personal Appearance Personal Grooming Personal Demeanor Telephone Skills

28. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 28 Etiquette in Social Settings Business Meals Mobile Phones Inappropriate Topics Appearance and Actions Personal Introductions

29. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 29 Business Etiquette Online Learn the basics of online etiquette Avoid personal attacks Stay focused on the original topic Do not present opinions as facts Follow grammar and spelling rules Use virus protection

30. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 30 Business Etiquette Online Ask permission before IM chatting Control language and emotions Avoid multitasking and IM Never assume privacy Avoid “reply all” in email Do not waste other people’s time

31. Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 2 - 31 Mastering Interpersonal Communication