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Chapter 3 Nonverbal Communication and Teamwork
Business Communication Chapter 3 Nonverbal Communication and Teamwork Copyright South-Western Cengage Learning
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The Roles of Nonverbal Communication
Reinforcing a verbal message Contradicting a verbal message Substituting for a verbal message Regulating a verbal message © Photodisc / Getty Images Nonverbal symbols, such as a smile, can reinforce verbal symbols. 3.1 Nonverbal Communication
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Nonverbal Symbols In written messages In spoken messages Body language
Touching Personal space Time Paralanguage © Rubberball Productions / Getty Images Nonverbal symbols play an important role in spoken messages. 3.1 Nonverbal Communication
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Nonverbal Symbols and Your Image
Level of confidence Too much self-confidence Too little self-confidence Friendliness Enthusiasm Sincerity Eye contact and posture Appearance 3.1 Nonverbal Communication
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Nonverbal Symbols in the Environment
Furnishings and décor Arrangement of tables and chairs Lighting Room temperature Noise or sounds Use of color 3.1 Nonverbal Communication
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Reading for Comprehension
Reading comprehension: understanding what you have read To overcome internal barriers when reading: Clear your mind of distracting thoughts Attempt to ignore tiredness or physical discomforts Be open to new ideas Avoid letting biases prevent you from considering other viewpoints 3.1 Nonverbal Communication
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The Listening Process Hearing Focusing attention Understanding
Remembering 3.2 Listening Skills
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Types of Listening Casual listening Active listening
Informative listening Evaluative listening Emphatic listening Reflective listening © Photodisc / Getty Images Casual listening is relaxed and involves little energy or effort. 3.2 Listening Skills
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Barriers to Effective Listening
Attitudes about the speaker or topic Prejudices or opinions Assumptions Distractions Physical discomfort Divided focus 3.2 Listening Skills
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Listening Effectively
Share the responsibility Focus on the main idea Evaluate the message Provide feedback Take notes Overcome poor listening habits Listening in specific situations Small groups Conference settings 3.2 Listening Skills
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ILA ILA: International Listening Association Questions
When was ILA formed? In what areas do members of the ILA work? What are some activities of the ILA? school.cengage.com/bcomm/buscomm 3.2 Listening Skills
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Workplace Relationships
Employee and manager relationships Coworker relationships Customer relationships Be fair and honest in your dealings with customers. 3.3 Teamwork
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Resolving Conflicts Listen and talk with coworkers
Identify the underlying cause of the conflict Focus on issues or behaviors, not on people Think objectively Be willing to admit your mistakes and apologize Avoid assigning blame Do your part to make the proposed solution work 3.3 Teamwork
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Workplace Teams Special teams Advantages of teams
Disadvantages of teams Virtual teams © Blend Images / Getty Images Workplace teams are a trend in American companies. 3.3 Teamwork
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Working Effectively in Teams
Team roles Leader Challenger Doer Thinker Supporter Recorder Learning to work together 3.3 Teamwork
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Guidelines for Team Success
Identify the goals and determine tasks Identify resources Assign duties Communicate regularly Resolve conflicts Brainstorm ideas Evaluate procedures Celebrate success 3.3 Teamwork
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Problem-Solving Steps
Identify the problem Describe effects of the problem Brainstorm solutions Evaluate the possible solutions Test the selected solution Evaluate the results Brainstorming is generating ideas or possible solutions for a problem. 3.3 Teamwork
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Standout Team Members Focus on the team’s goals
Are reliable and responsible Contribute ideas and opinions Find roles to fill Are supportive of team members Keep the team’s affairs confidential Do not take criticism personally 3.3 Teamwork
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Leadership Leadership: providing guidance and inducing others to act
Important for managers and other employees Career-related student organizations help build leadership skills 3.3 Teamwork
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Vocabulary active listening casual listening conflict
emphatic listening enthusiasm evaluative listening friendliness gesture informative listening leadership nonverbal communication paralanguage personal space posture reflective listening self-confidence sincerity synergy teamwork virtual team
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