Mastering Team Skills and Interpersonal Communication

Mastering Team Skills and Interpersonal Communication
Chapter 2 Mastering Team Skills and Interpersonal Communication Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Learning Objectives List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback List the steps needed to ensure productive team meetings Identify the major technologies used to enhance or replace in-person meetings Identify three major modes of listening, describe the listening process, and explain the problem of selective listening Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression Explain the importance of business etiquette, and identify three key areas in which good etiquette is essential LEARNING OBJECTIVES After studying this chapter, you will be able to do the following: List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback List the steps needed to ensure productive team meetings Identify the major technologies used to enhance or replace in-person meetings Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Learning Objectives Identify three major modes of listening, describe the listening process, and explain the problem of selective listening Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression Explain the importance of business etiquette, and identify three key areas in which good etiquette is essential Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Communicating Effectively in Teams
Most businesses require employees to work in teams for some length of time and successful group interactions require effective communication skills. Learn to collaborate and work well with others Most businesses require employees to work in teams for some length of time and successful group interactions require effective communication skills. Learn to collaborate and work well with others by learning from the information reviewed in this chapter. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Communicating in Teams
Problem Solving Task Forces A team is a unit of two or more people who share a mission and the responsibility for working to achieve a common goal. Problem-solving teams and task forces assemble to resolve specific issues and then disband once their goals have been accomplished. Such teams are often cross-functional, pulling together people from a variety of departments with different areas of expertise and responsibility. The diversity of opinions and experiences can lead to better decisions, but competing interests can lead to tensions that highlight the need for effective communication. Committees are formal teams that usually have a long life span and can become a permanent part of the organizational structure. Committees typically deal with regularly recurring tasks, such as an executive committee that meets monthly to plan strategies and review results. Whatever the purpose and function of a team, you and your fellow team members must be able to communicate effectively with each other and with people outside your team. Committees Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Advantages and Disadvantages of Teams
Increased Information Diversity of Views Support for Solutions Improved Performance Time Issues Groupthink Hidden Agendas Increased Costs Teams are often at the core of participative management, the effort to involve employees in the company’s decision-making process. The advantages of teams include the following: Increased information and knowledge. By aggregating the resources of several individuals, teams bring more information to the decision-making process. Increased diversity of views. Team members bring a variety of viewpoints to the decision-making process. Increased acceptance of solutions. Those who participate in decision making are more likely to support the decision and encourage others to accept it. Increasing performance levels. Working in teams can unleash creativity and energy in workers who share a sense of purpose and mutual accountability. The disadvantages of teams include the following: In some cases, working in teams can be a frustrating waste of time. A team may develop groupthink, the willingness of individual members to set aside their personal opinions and go along with the rest of the team members, even if they are wrong. Some team members may have a hidden agenda—private motives that affect the group’s interaction. Still another drawback to teamwork is the high cost of coordinating group activities. Aligning schedules, arranging meetings, and coordinating projects can eat up a lot of time and money. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Characteristics of 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 To be effective collaborators in a team setting, you and your colleagues must recognize that each individual brings valuable assets, knowledge, and skills to the team. Strong collaborators are willing to exchange information, examine issues, and work through conflicts that arise. The most effective teams have a clear objective and a shared sense of purpose. Furthermore, they communicate openly and honestly, reach decisions by consensus, think creatively, and know how to resolve conflict. Learning these team skills takes time and practice, so U.S. companies now teach teamwork more frequently than any other aspect of business. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Group Dynamics Team Roles Team Development Resolving Conflict
Overcoming Resistance Creative solution The interactions and processes that take place among the members of a team are called group dynamics. Productive teams tend to develop rules of interaction (group dynamics) that are conducive to business. Group dynamics are influenced by several factors: the roles that team members assume, the current phase of team development, and the team’s success in resolving conflict and overcoming resistance. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Assuming Team Roles Self- Oriented Team- Maintenance Task-
Initiating and Coordinating Seeking Information Setting Procedures Encouraging Harmonizing Compromising Controlling and Diverting Withdrawing Seeking Attention Members of a team can play various roles, which fall into three categories. The following are self-oriented roles: Controlling or dominating others. Diverting discussions to topics of personal interest. Withdrawing from the group by becoming silent or refusing to work. Seeking attention and demanding recognition. The following are team-maintenance roles: Encouraging others with verbal and nonverbal support. Harmonizing or reconciling differences via mediation or humor. Compromising on a point in order to reach a mutually agreeable decision. The following are task-oriented roles: Initiating lines of inquiry. Coordinating relationships, clarifying issues, and summarizing activity. Seeking or giving information relevant to the group. Suggesting goal-oriented, decision-making procedures. The roles that individuals assume often depend on whether they joined the group voluntarily or involuntarily and their status in the group. Until roles and status have stabilized, a team may have trouble accomplishing its goals. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Phases of Team Development
General Framework Orientation 1 Conflict 2 Brainstorming 3 Emergence 4 Reinforcement 5 Whenever teams tackle decision-making tasks, they typically pass through five phases: Orientation. Team members socialize, establish their roles, and begin to define their task or purpose. Conflict. Team members begin to discuss their positions and become more assertive in establishing their roles. Disagreements are a natural part of this phase. Brainstorming. Team members air all the options and discuss the pros and cons fully. At the end of this phase, members begin to settle on a single solution to the problem. Emergence. Team members reach a decision. Consensus is reached when the team finds a solution that all members can support. This consensus happens only after members have had an opportunity to communicate their ideas and feel that they have been listened to. Reinforcement. Group feeling is rebuilt and the solution is summarized. Members receive their assignments for carrying out the group’s decision, and they make arrangements for following up on those assignments. These stages are a general framework for team development. Some teams may move forward and backward through several stages before they become productive, and others teams may start being productive right away, even if some or all members are in a state of conflict. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Resolving Team Conflict
Proactive Behavior Communication Openness Research Flexibility Fair Play Alliance One of the first steps to finding a win-win solution is to preserve the “you” attitude by considering the other person’s needs and searching for mutually satisfactory solutions or compromises. The following seven measures can help team members to successfully resolve conflict: Proactive behavior. Deal with a minor conflict before it becomes a major conflict. Communication. Get those directly involved in the conflict to participate in resolving it. Openness. Get feelings out in the open, then deal with the main issues. Research. Seek factual reasons for the problem before seeking solutions. Flexibility. Do not let anyone lock into a position before considering other solutions. Fair play. Do not avoid a fair solution by hiding behind the rules. Alliance. Get parties to fight together against an “outside force” instead of against each other. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Overcoming Resistance
Express Understanding Uncover Resistance Evaluate Objections Withhold Arguments Part of dealing with conflict is learning how to persuade other people to accept your point of view. In a business situation, reason usually prevails. However, you may sometimes encounter people who react emotionally. When you face irrational resistance, try to remain calm and detached so that you can avoid destructive confrontations and present your position in a convincing manner. Express understanding. Most people are ashamed of reacting emotionally in business situations. Help the other person relax and talk about his or her anxiety so that you have a chance to offer reassurance. Make people aware of their resistance. When people are noncommittal and silent, they may be tuning you out without even knowing why. Continuing with your argument is futile. Deal directly with the resistance, without being accusing. Evaluate others’ objections fairly. Focus on what the person is expressing, both the words and the feelings. Get the person to open up so that you can understand the basis for the resistance. Hold your arguments until the other person is ready for them. Getting your point across depends as much on the other person’s frame of mind as it does on your arguments. Do not assume that a strong argument will speak for itself. Address the other person’s emotional needs first. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Summary of Objectives This section covered the following elements involved in Communicating Effectively in Teams: Communicating in Teams Advantages and Disadvantages of Teams Group Dynamics This concludes our discussion of Understanding Communicating Effectively in Teams. The next section will cover Collaborating on Communication Efforts. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Collaborating on Communication Efforts
You should expect to collaborate on a wide variety of research, writing, design, and presentation projects in your career. When teams collaborate, the collective energy and expertise of the various members can lead to results that transcend what each individual could do otherwise. Jon Hanke, “Presenting as a Team,” Presentations, January 1998, 74–82. However, collaborating on team messages requires special effort; the following section offers a number of helpful guidelines. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Guidelines for Collaborative Writing
Clarify Processes Avoid Group Writing Ensure Compatibility Check Progress Often Select Collaborators Agree on Goals Take Time to Bond Clarify Responsibilities Collaborating on communication projects gives teams the opportunity to capitalize on each person’s unique skills. However, collaborating effectively requires special efforts, such as the following: Select collaborators carefully. Choose a combination of people who have the experience, information, and talent needed for each project. Agree on project goals before you start. Starting without a clear idea of what you hope to accomplish often leads to frustration and wasted time. Give your team time to bond before diving in. If people have not had the opportunity to work together before, make sure they can get to know each other before being asked to collaborate. Clarify individual responsibilities. Since members will be depending on each other, make sure individual responsibilities are clear, including who is supposed to do what and when it must be done. Establish clear processes. Make sure everyone knows how the work will be done, including checkpoints and decisions to be made along the way. Avoid writing as a group. In most cases, the best approach is to plan, research, and outline together, but assign the actual writing to one person or divide larger projects among multiple writers. If you divide the writing, have one person do a final revision to ensure a consistent style. Make sure tools and techniques are ready and compatible across the team. Even minor details such as different versions of software can delay projects. Check to see how things are going along the way. Do not assume that everything is working just because you do not hear anything negative. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Collaborative Technologies
Content Management Wiki Website Groupware Shared Workspaces A variety of writing collaboration tools exist, including group review and commenting features in word processing software, multi-author blogs, and content management systems that organize and control the content for websites. Each of these tools addresses specific needs, but none offers quite the level of direct collaboration as the wiki. A wiki, from the Hawaiian word for quick, is a website that allows anyone who has access to add new material and edit existing material. Key benefits of wikis include simple operation—writers do not need to know any of the techniques normally required to create web content—and the freedom to post new or revised material without prior approval. Shared workspaces are “virtual offices” that give everyone on a team access to the same set of resources and information: databases, calendars, project plans, pertinent IM and exchanges, shared reference materials, and team-created documents. Such workspaces are part of a larger class of software known as groupware: computer-based systems that let people communicate, share files, present materials, and work on documents simultaneously. Both groupware and shared workspaces make it easy for geographically dispersed team members to communicate and collaborate. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Giving Constructive Feedback
Discuss Improvements Be Specific Keep Feedback Impersonal Verify Understanding Time Feedback Carefully UPDATE Aside from processes and tools, collaborative communication often involves giving and receiving feedback about writing efforts. Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes of communication, not on the people involved When you give writing feedback, make it constructive by focusing on how the material can be improved. When giving feedback, avoid personal attacks and give the person clear guidelines for improvement. Also, think carefully about which media to use when you give feedback. For example, you might find it helpful to convey details in writing (such as when using revision marks and commenting features in word processing software) but discuss “big picture” issues or sensitive matters in person or on the phone. Written feedback by itself can be jarring to the recipient, so a phone call to accompany your notes can help you maintain a positive working relationship. (You’ll learn more about the strengths and weaknesses of various media in Chapter 4.) When you receive constructive feedback, resist the understandable urge to defend your work or deny the validity of the feedback. Remaining open to criticism isn’t easy when you’ve poured your heart and soul into a project, but good feedback provides a valuable opportunity to learn and to improve the quality of your work. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Summary of Objectives This section covered the following elements involved in Collaborating on Communication Efforts: Guidelines for Collaborative Writing Collaborative Technologies Giving Constructive Feedback This concludes our discussion of Collaborating on Communication Efforts. The next section will cover Making Your Meetings More Productive. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Making Your Meetings More Productive
Much of your workplace communication will occur during in-person or online meetings, so to a large degree, your ability to contribute to the company—and to be recognized for your contributions—will depend on your meeting skills. Well-run meetings can help companies solve problems, develop ideas, and identify opportunities. Meetings can also be a great way to promote team building through the experience of social interaction. Ron Ashkenas, “Why We Secretly Love Meetings,” Harvard Business Review blogs, 5 October 2010 [accessed 26 December 2010] As useful as meetings can be, though, they can be a waste of time if they aren’t planned and managed well. You can help ensure productive meetings by preparing carefully, conducting meetings efficiently, and using meeting technologies wisely. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Making Your Meetings More Productive
Preparation Efficiency Technology Virtual Meetings Face-to-Face For today’s businesses, meetings are a primary form of communication, whether they take place in formal conference rooms or on the Internet (virtual meetings). Well-run meetings can help to solve problems, develop ideas, and identify opportunities. Much of your workplace communication will take place in small-group meetings; therefore, your ability to contribute to the company and to be recognized for these contributions will depend on your meeting participation skills. Unfortunately, many meetings are unproductive. The three most frequently reported problems with meetings are getting off the subject, not having an agenda, and running too long. You will help your company make better use of meetings by preparing carefully, conducting meetings efficiently, and using meeting technologies wisely. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Preparing For Meetings
Purpose Participants Time and Place Agenda The key to productive meetings is careful planning of purpose, participants, location, and agenda. Most meetings have either an informational or a decision-making purpose. Informational meetings allow participants to share information and perhaps coordinate action. Decision-making meetings involve persuasion, analysis, and problem solving. Try to invite only participants whose presence is essential. The more people who attend, the more comments and confusion you are likely to receive, and the longer the whole process will take. Even as you try to limit participation, be sure to include key decision makers and those who can contribute. Decide on the time when you will hold the meeting, and reserve the facility. For work sessions, morning meetings are usually more productive than afternoon sessions. Also consider the seating arrangements, and be sure to give some attention to details such as room temperature, lighting, ventilation, acoustics, and refreshments. If the meeting will take place online, you will need to consider a variety of other factors. The success of any meeting depends on the preparation of the participants. An agenda will aid in this process by putting the meeting plan into a permanent, written form. Distribute the agenda to participants several days before the meeting so that they will know what to expect and can come prepared. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Conducting and Contributing to Effective Meetings
Stay on Track Follow the Rules Invite Participation Participate Actively Close Effectively Everyone in a meeting shares the responsibility for keeping the meeting productive and making it successful. If you are the designated leader of a meeting, however, you have an extra degree of responsibility and accountability. To ensure productive meetings, be sure to do the following: Keep the meeting on track. The leader is responsible for keeping the meeting moving along and pacing the presentation and discussion according to the agenda. However, the leader must allow enough time for all the main ideas to be heard, and give people a chance to raise related issues. Follow agreed-upon rules. One way a leader can improve the productivity of a meeting is by using parliamentary procedure, a time-tested method for planning and running effective meetings. The basic principles of parliamentary procedure can help teams conduct business, protect individual rights, maintain order, and accomplish team and organizational goals. Encourage participation. Some participants are too quiet and others are too talkative. The best meetings are those in which everyone participates, so a leader must not let one or two people dominate the meeting while others doodle on their notepads. Participate actively. If you are a meeting participant, try to contribute to both the subject of the meeting and the smooth interaction of the participants. Speak up if you have something useful to say, but do not monopolize the discussion. Close effectively. At the end of the meeting, the leader should summarize the discussion or list the actions to be taken and specify who will take them and when. Wrapping things up ensures that all participants agree on the outcome and gives people a chance to clear up any misunderstandings. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Summary of Objectives This section covered the following elements involved in Making Your Meetings More Productive: Making Your Meetings More Productive Preparing For Meetings Conducting and Contributing to Effective Meetings This concludes our discussion of Making Your Meetings More Productive. The next section will cover Using Meeting Technologies. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Using Meeting Technologies
A growing array of technologies enables professionals to enhance or even replace traditional meetings. Replacing in-person meetings with long-distance, virtual interaction can dramatically reduce costs and resource usage, reduce wear and tear on employees, and give teams access to a wider pool of expertise. For example, by meeting customers and business partners online instead of in person, during a recent 18-month period Cisco Systems cut its travel-related costs by $100 million, reduced its carbon footprint by millions of tons, and improved employee productivity and satisfaction. Manyika, Sprague, and Yee, “Using Technology to Improve Workforce Collaboration.” Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Using Meeting Technologies
Virtual Meetings Teleconferences Videoconferences Web-Based Systems You can expect to use a variety of meeting-related technologies throughout your career. In some cases, technology is used to promote interaction among participants in the same room, such as electronic white boards or electronic presentation tools. However, the focus of most meeting technologies is to enable participation among people in two or more locations. These technologies have spurred the emergence of virtual teams, whose members work in different locations and interact electronically through virtual meetings. Instant messaging and teleconferencing, in which three or more people are connected by phone simultaneously, are the simplest forms of virtual meetings. Videoconferencing lets participants see and hear each other, demonstrate products, and transmit other visual information. The latest videoconferencing technologies enable realistic conferences in which participants thousands of miles away almost seem to be in the same room. The most sophisticated web-based meeting systems combine the best of instant messaging, shared workspaces, and videoconferencing with other tools that let teams collaborate in real time. Technology continues to create intriguing opportunities for online interaction, such as online brainstorming across organizations and virtual worlds such as Second Life. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Summary of Objectives This section covered the following elements involved in Using Meeting Technologies: Virtual Meetings Teleconferences Videoconferences Web-Based Systems This concludes our discussion of Using Meeting Technologies. The next section will cover Improving Your Listening Skills. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Improving Your Listening Skills
Your long-term career prospects are closely tied to your ability and willingness to listen. Effective listening strengthens organizational relationships, alerts an organization to opportunities for innovation, and allows an organization to manage diversity both in the workforce and in the customers it serves. Augusta M. Simon, “Effective Listening: Barriers to Listening in a Diverse Business Environment,” Bulletin of the Association for Business Communication 54, no. 3 (September 1991): 73–74. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

The Importance of Listening Skills
Relationships, Opportunities, Diversity Throughout your career, effective listening will give you a competitive edge, enhancing your performance and thus the influence you have within your company and your industry. Effective listening strengthens organizational relationships, alerts the organization to opportunities for innovation, and allows the organization to manage diversity both in the workforce and in the customers it serves. Companies whose employees and managers listen effectively stay in touch, up to date, and out of trouble. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Recognizing Types of Listening
Content Active Empathic Critical The types of listening differ not only in purpose but also in the amount of feedback or interaction that occurs. Effective listeners adapt their listening approaches to different situations. The goal of content listening is to understand and retain the speaker’s message. You may ask questions, but basically information flows from the speaker to you. It does not matter that you agree or disagree, approve or disapprove—only that you understand. The goal of critical listening is to understand and evaluate the meaning of the speaker’s message on several levels, including the logic of the argument, the strength of the evidence, the validity of the conclusions, the speaker’s intentions and motives, and the omission of any important or relevant points. Critical listening generally involves interaction as you try to uncover the speaker’s point of view and credibility. The goal of empathic listening is to understand the speaker’s feelings, needs, and wants so that you can appreciate his or her point of view, regardless of whether you share that perspective. By listening with empathy, you help the individual vent the emotions that prevent a dispassionate approach to the subject. Avoid the temptation to give advice or judge the individual’s feelings. Just let the other person talk. No matter what mode they are using at any given time, effective listeners try to engage in active listening. They make a conscious effort to turn off their own filters and biases to truly hear and understand what the other party is saying. They ask questions, summarize the speaker’s message to verify key points, and encourage the speaker through positive body language and supportive feedback. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Understanding The Listening Process
Responding 5 Feedback Message Receiving 1 Decoding 2 Remembering 3 Evaluating 4 By understanding the listening process, you begin to understand why oral messages are misunderstood so often. Listening seems like a simple procedure; however, most of us are not very good at it. To listen effectively, you need to complete five steps successfully: Receiving: Hearing the message and recognizing it as incoming information. Decoding: Assigning meaning to sounds according to your own values, beliefs, ideas, expectations, roles, needs, and personal history. Remembering: Storing a message for future reference. Evaluating: Judging the quality of the information. Responding: Reacting based on the situation and the nature of the information. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Overcoming Barriers to Effective Listening
Selective Listening Selective Perception Memory Problems Good listeners look for ways to overcome potential barriers throughout the listening process. Selective listening happens when your mind wanders. You will often stay tuned out until you hear a word or phrase that gets your attention once more. However, by that time, you are unable to recall what the speaker actually said; instead, you remember what you think the speaker probably said. Selective perception leads listeners to mold messages to fit their own conceptual frameworks. Listeners sometimes make up their minds before fully hearing the speaker’s message, or they engage in defensive listening—protecting their self-esteem by tuning out anything that does not confirm their view of themselves. One simple rule: Do not count on your memory if the information is crucial. Record it, write it down, or capture it in some other physical way. Remember that you have to do something to make the information stick. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Summary of Objectives This section covered the following elements involved in Improving Your Listening Skills: The Importance of Listening Skills Recognizing Types of Listening Understanding The Listening Process Overcoming Barriers to Effective Listening This concludes our discussion of Improving Your Listening Skills. The next section will cover Improving Your Nonverbal Communication Skills. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Improving Your Nonverbal Communication Skills
Nonverbal communication can supplement or even replace verbal messages (those that use words). Learn about the types of nonverbal techniques you can use to enhance your verbal message. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Understanding Nonverbal Communication
Strengthen Words Weaken Words Replace Words Nonverbal communication is the interpersonal process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language. Nonverbal signals play a vital role in communication because they can strengthen a verbal message (when the nonverbal signals match the spoken words), weaken a verbal message (when nonverbal signals do not match the words), or replace words entirely. In fact, nonverbal communication often conveys more to listeners than the words you speak—particularly when they are trying to decide how you really feel about a situation or when they are trying to judge your credibility and aptitude for leadership. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Recognizing Nonverbal Communication
Touching Behavior Vocal Characteristics Facial Expressions Time and Space Personal Appearance Gestures and Posture The range and variety of nonverbal signals is almost endless, but you can grasp the basics by studying six general categories: Facial expressions. Your face is the primary site for expressing your emotions; it reveals both the type and the intensity of your feelings. However, facial signals can vary widely from culture to culture. Gestures and posture. By moving or not moving your body, you express both specific and general messages, some voluntary and some involuntary. Many gestures—a wave of the hand, for example—have a specific and intentional meaning. Other types of body movement are unintentional and express a more general message. Vocal characteristics. Your voice also carries both intentional and unintentional messages. Your tone, volume, accent, and speaking pace say a lot about who you are, your relationship with the audience, and the emotions underlying your words. Personal appearance. People respond to others on the basis of their physical appearance, sometimes fairly and other times unfairly. Grooming, clothing, accessories, style—you can control all of these aspects of your appearance. If your goal is to make a good impression, adopt the style of the people you want to impress. Touch. Touch is an important way to convey warmth, comfort, and reassurance. Touch is so powerful, in fact, that it is governed by cultural customs. Time and space. Like touch, time and space can be used to assert authority, imply intimacy, and send other nonverbal messages. Keep in mind that expectations regarding both time and space vary by culture. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Summary of Objectives This section covered the following elements involved in Improving Your Nonverbal Communication Skills: Understanding Nonverbal Communication Recognizing Nonverbal Communication This concludes our discussion of Improving Your Nonverbal Communication Skills. The next section will cover Developing Your Business Etiquette. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Developing Your Business Etiquette
You may have noticed a common thread running through the topics of successful teamwork, productive meetings, effective listening, and nonverbal communication: all these activities depend on mutual respect and consideration among all participants. Nobody wants to work with someone who is rude to colleagues or an embarrassment to the company. Moreover, shabby treatment of others in the workplace can be a huge drain on morale and productivity. John Hollon, “No Tolerance for Jerks,” Workforce Management, 12 February 2007, 34. This section addresses some key etiquette points to remember when you’re in the workplace, out in public, and online. Long lists of etiquette rules can be difficult to remember, but you can get by in most every situation by being aware of your effect on others, treating everyone with respect, and keeping in mind that the impressions you leave behind can have a lasting effect on you and your company—so make sure to leave positive impressions wherever you go. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

The Importance of Business Etiquette
Successful Teamwork Productive Meetings Nonverbal Communication Effective Listening The Workplace Social Settings Online Communication Poor etiquette can drive away customers, investors, and other critical audiences—and it can limit your career potential. Practicing good business etiquette behaviors on the other hand will help contribute to personal and organizational success. Effective listening and nonverbal communication behaviors will contribute to developing good etiquette skills. Additionally, good etiquette behaviors facilitate productive meetings and contribute to successful group dynamics. The following slides present three key areas in which good etiquette is essential: The workplace, social settings, and online. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Etiquette In The Workplace
Personal Appearance Personal Grooming Personal Demeanor Telephone Skills Workplace etiquette includes a variety of behaviors, habits, and aspects of nonverbal communication. Although it is not always thought of an as element of etiquette, your personal appearance in the workplace sends a strong signal to managers, colleagues, and customers. Pay attention to the style of dress where you work and adjust your style to match. If you are not sure, dress moderately and simply—earn a reputation for what you can do, not for what you can wear. In addition to your clothing, grooming affects the impression you give others in the workplace. Pay close attention to cleanliness and avoid using products with powerful scents. Some companies also have specific policies regarding hairstyles, which you will be expected to follow. If you work in a conventional office setting, you will spend as much time with your officemates as you spend with family and friends. Personal demeanor is therefore a vital element of workplace harmony. No one expects (or wants) you to be artificially upbeat and bubbly every second of the day, but a single negative personality can make an entire office miserable and unproductive. Every person in the company has a responsibility to contribute to a positive, energetic work environment. Phone skills will have a definite impact on your career success. Because phone calls lack the visual richness of face-to-face conversations, you have to rely on your attitude and tone of voice to convey confidence and professionalism. If you are accustomed to using your mobile phone anywhere and everywhere, get ready to change your habits: many companies are putting restrictions on the use of cell phones. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Etiquette in Social Settings
Business Meals Mobile Phones Inappropriate Topics Appearance and Actions Personal Introductions From business lunches to industry conferences, you represent your company when you are out in public, so make sure that your appearance and actions are appropriate for the situation. First impressions last a long time, so get to know the customs of the company culture when you meet new people. When introducing yourself, include a brief description of your role in the company. When introducing two other people, speak both their first and last names clearly, and then try to offer some information (perhaps a shared professional interest) to help these two people ease into a conversation. Business is often conducted over meals, and knowing the basics of dining etiquette will make you more effective in these situations. Choose foods that are easy to eat while you are trying to carry on a conversation. Leave business papers under your chair until entrée plates have been removed. Misuse of mobile phones in restaurants and other public places is a common etiquette blunder. When you use your cell phone in public, you send the message that people around you are not as important as your call and that you do not respect your caller’s privacy. Business meals are a forum for business, period. Do not get on your soapbox about politics, religion, or any other topic likely to stir up emotions. Some light chatter and questions about personal interests is fine, but do not get too personal. Do not complain about work, avoid profanity, and be careful with humor. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Business Etiquette Online
Avoid personal attacks Stay focused on the original topic Do not present opinions as facts Follow grammar and spelling rules Use virus protection Electronic media seem to be a breeding ground for poor etiquette. Here are some guidelines to follow whenever you are representing your company while using electronic media: Avoid personal attacks. Stay focused on the original topic. Do not present opinions as facts, and support facts with evidence. Follow basic rules for spelling, punctuation, and capitalization. Use virus protection and keep it up to date. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Business Etiquette Online
Ask permission before IM chatting Control language and emotions Avoid multitasking and IM Never assume privacy Avoid “reply all” in Do not waste other people’s time Ask if this is “a good time” for an IM chat. Watch your language and control your emotions. Avoid multitasking when using IM. Never assume that your online activities are private. Do not use “reply all” in unless everyone can benefit from your reply. Do not waste other people’s time with sloppy, confusing, or incomplete messages. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Summary of Objectives This section covered the following elements involved in Developing Your Business Etiquette: The Importance of Business Etiquette Etiquette in the Workplace Etiquette in Social Settings Business Etiquette Online This concludes our discussion of Developing Your Business Etiquette. The presentation will close with a review of this chapter’s learning objectives. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Mastering Team Skills and Interpersonal Communication
Chapter 2 Mastering Team Skills and Interpersonal Communication This concludes the PowerPoint presentation on Chapter 2, “Mastering Team Skills and Interpersonal Communication.” During this presentation, we have accomplished the following learning objectives: Listed the advantages and disadvantages of working in teams, described the characteristics of effective teams, and highlighted four key issues of group dynamics Offered guidelines for collaborative communication, identified major collaboration technologies, and explained how to give constructive feedback Listed the steps needed to ensure productive team meetings Identified the major technologies used to enhance or replace in-person meetings Identified three major modes of listening, described the listening process, and explained the problem of selective listening Explained the importance of nonverbal communication, and identified six major categories of nonverbal expression Explained the importance of business etiquette, and identified three key areas in which good etiquette is essential For more information about these topics, refer to Chapter 2 in Excellence in Business Communication. Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall

Mastering Team Skills and Interpersonal Communication

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Mastering Team Skills and Interpersonal Communication

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