1. Chapter 9: Small-Group Communication and Problem Solving

2. Characteristics of a Small Group Small-group communication –Small number of people (optimum size is FIVE). –Face-to-Face interaction (occurs in presence of all the group members). –Actively working together toward a common goal

3. Three Categories of Groups Used in Organizations Learning groups- involved in seeking or sharing information Self-maintenance groups- seek to inspire desirable attitudes, understanding, and communication patterns rather than merely to inform. Problem-solving groups- make a series of decisions in an attempt to solve a particular problem.

4. Characteristics of Effective Problem-Solving Teams Effective Teams are well organized Effective Teams receive periodic training Effective Teams examine assumptions and opinions –Example page 237 Effective Teams evaluate possible solutions Effective Teams avoid groupthink Effective Teams manage cultural diversity Effective Teams operate virtually

5. The Basic Problem-Solving Procedure Step 1: Define the Problem –Discuss the problem’s symptoms, seriousness, and impact –Write the problem in question form Questions of fact Questions of value Questions of policy –Define any confusing terms

6. The Basic Problem-Solving Procedure Step 2: Research and Analyze the Problem –List all the topics that must be researched and discussed –Gather needed information –Discuss the information and opinions for each topic in an organized manner

7. The Basic Problem-Solving Procedure Step 3: Establish a Checklist of Criteria –What Are Criteria? guidelines that a group agrees to follow to reach a solution. –Types of criteria Task or Operational: Task criteria- relate to the actual problem or task being discussed; Operational criteria- relate to group procedural matters Must or Want Criteria: Must criteria are required and want criteria are desired items –When to establish criteria –How to use criteria effectively

8. The Basic Problem-Solving Procedure Step 4: List Possible Alternatives –Brainstorming- spontaneous contribution of ideas by all members of the team. –Electronic brainstorming- ideas are generated individually by typing them and sending them electronically. –Nominal Group Technique- gives all team members an equal chance to participate –Combination methods

9. The Basic Problem-Solving Procedure Step 5: Evaluate Each Alternative –Eliminate unacceptable alternatives –Combine similar alternatives –Eliminate any alternatives that do not meet all must criteria. –Compare remaining alternatives to want criteria and assign numerical values; calculate totals.

10. The Basic Problem-Solving Procedure Step 6: Select the Best Alternative –Best solutions are those with the highest totals. –Decisions can be reached through consensus, compromise, or vote. Consensus- all members agree to accept a particular solution even though it may not have been their original choice. Compromise- all parties forfeit some of their requirements, but no one completely loses. Voting should be used as a last resort because it often causes resentment by creating winners and losers.

11. Selecting the Group Format Roundtable- a small group discussion conducted in private using the basic problem solving procedure; most often used, Panel- a small-informed individuals discussing a problem or topic of interest in front of a larger group; members contribute freely and equally. Symposium- composed of small group of experts, also in front of a larger audience; however, each members gives a formal 5 to 10 minute presentation on an aspect of that member’s expertise. Forum- audience members are allowed to participate following a panel or symposium (question and answer period, general discussion, or organized groups).