1. Chapter 2: Team Skills and Interpersonal Communication Chapter 3: The Basics of Business Messages

2. Review! Yesterday: Recall
Communication in the workplace happens in three spheres.
Most complex-we discovered, is the social context.
People have differing backgrounds, religions, belief systems
Where all of these spheres intersect is where we achieve effective communication
Social Context
Scholastic Context
Business Context

3. 2 Models of Communication
1) Basic model- 1 to one, hierarchical, few mediums

4. Second Type….Social, Globalized Model
2) Social Model- 1 to many, many to many, egalitarian, many mediums.

5. Decreased by poor grammar, spelling errors, language barriers, and knowledge/lack of knowledge of terminology
Social Model

6. High and Low Context Cultures
High context- emphasis placed on building relationships, and how things are done (harmony)
Low context- Doesn’t really matter how things are done, as long as they are done quickly and efficiently. Emphasis is on obtaining information, and completing tasks.
This can create friction in the modern globalized world.
E.g. buildings in China/Japan
E.g. building relationships amongst members of companies in Japan vs. in Canada.

7. A lot to think about!!
For all of these reasons, communication in the workplace needs to be carefully approached and messages well thought out!

8. Chapter 2: Learning Objectives
Advantages and disadvantages of working in teams, and characteristics of effective teams.
Collaborative communication
Productive team meetings
The listening process
Nonverbal communication
Business etiquette

9. Tips for Success Xerox Canada
“Good listeners will achieve more business success in their careers.”
-Tony Martino, Vice President Human Resources, Communication & Corporate Affairs
Xerox Canada

10. Communicating Effectively
in Teams

11. Advantages and Disadvantages of Teams
In a team of your choosing (More than 2 people) brainstorm some advantages and disadvantages
associated with teamwork
Advantages
Disadvantages

12. Advantages and Disadvantages of Teams
In a team of your choosing (More than 2 people) brainstorm some advantages and disadvantages
associated with teamwork
Advantages
Information and Knowledge
Diversity of views
Acceptance of Solutions
Performance levels
Disadvantages
Groupthink
Hidden agendas
Free riders
High costs
Quiet people not getting involved

13. Activity!! Marshmallow Challenge
3-4 group members
20 sticks of spaghetti
1 yard of string
1 yard of tape
Marshmallow
You need to build the tallest free standing structure that you can using these materials-the marshmallow must be on the top!!
-Get your supplies and go!! 40 min

14. Build a Tower, Build a Team
TED talks-Tom Wujek

15. Characteristics of Effective Teams
Clear
Purpose
Consensus
Decision
Making
Focused
Efforts
Open
Communication
Creative
Thinking
Conflict
Resolution
What about those introverts?
Susan Cain, “The Power of Introverts”.

16. Collaborating on Communication Efforts

17. Guidelines for Collaborative Writing
Allocate roles
Agree on project goals
Resolve problems with open, direct process
Bond
Clarify responsibilities
Delegate
Establish a clear process
Verify tools and techniques
Constructive feedback
Really, its all about having a clear plan!

18. Constructive Feedback
Destructive Feedback
Directed at process and outcomes
Directed at people involved
Improvement
No improvement

19. Constructive Feedback Sandwich!

20. Improving Your Listening Skills

21. Various Types of Listening
Content listening
Critical listening
Empathetic listening
Active listening

22. The Listening Process Receiving Decoding Remembering Responding
Initial Message
Receiving
Decoding
Remembering
Feedback
Responding
Evaluating
Message

23. Barriers to Listening Selective listening Prejudgment
Selective perception
Hearing problems

24. Effective Listening Listen actively Listen passively
Take careful notes
Make eye contact
Stay focused
Paraphrase
Listen passively
Take no notes
Make little eye contact
Be easily distracted
Fail to paraphrase
Effective
Ineffective
© 2013 Pearson Canada Inc.
Business Communication Essentials
Chapter 2- 24

25. Effective Listening (Continued)
Provide non-verbal cues
Hold questions
Overlook stylistic differences
Distinguish main points from supporting details
Interrupt
Be influenced by stylistic differences
Be unable to distinguish main points from supporting details
Effective
Ineffective
© 2013 Pearson Canada Inc.
Business Communication Essentials
Chapter 2- 25

26. Nonverbal Communication
Facial expressions
Gestures and posture
Vocal characteristics
Personal appearance
Touch
Use of time and space
Nonverbal communication-Mark Bowden-8 minutes

27. Developing Your Business Etiquette

28. Business Etiquette in the Workplace Receiving telephone calls
Answer promptly
Identify yourself
Establish needs of caller
Be positive
Take accurate messages
Give reasons for your actions
Prepared
Polite
Plain
Positive

29. Business Etiquette in the Workplace Making telephone calls Be prepared
Schedule the call
Eliminate distractions
Introduce yourself
Maximize your time
Maintain focus
Use a positive close
mnemonic
Prepared
Polite
Plain
Positive

30. Keep greetings current
Business Etiquette
in the Workplace
Voice mail greetings
Be brief and accurate
Sound professional
Keep callers in mind
Make options logical
Keep greetings current
Respond promptly
mnemonic
Prepared
Polite
Plain
Positive
© 2013 Pearson Canada Inc.
Business Communication Essentials
Chapter 2- 30

31. Business Etiquette in the Workplace Voice mail messages Keep it simple
Sound professional
Avoid personal messages
Replay the message
Avoid multiple messages
mnemonic
Prepared
Polite
Plain
Positive
© 2013 Pearson Canada Inc.
Business Communication Essentials
Chapter 2- 31

32. Business Etiquette in Social Settings
Match your appearance and actions to the situation
Know the customs of those you meet
Introduce yourself and others properly
Display dining etiquette
Use your mobile phone appropriately
Stick to business

33. Business Etiquette Online
Avoid personal attacks
Stay focused on original topic
Support facts with evidence
Follow basic expectations of spelling, punctuation and capitalization
Keep virus protection up to date
Ask if it is convenient to IM chat

34. Business Etiquette Online (Cont.)
Watch your language
Never assume you have privacy
Don’t use “reply all” unless it is appropriate
Don’t expect instant replies to s
Don’t be sloppy, confusing or incomplete
Respect time and space

35. Real-World Applications
Jason never seems to be paying attention during weekly team meetings. He has never contributed to the discussion, and you’ve never seen him take notes. He says he wants to support the team but that he finds it difficult to focus during routine meetings.
List some ideas you could give him that might improve his listening skills.

36. Chapter 3: The Basics of Business Messages Planning a Message
Read text chapter 3-discussion tomorrow!!