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Mastering Interpersonal Communication

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Presentation on theme: "Mastering Interpersonal Communication"— Presentation transcript:

1 Mastering Interpersonal Communication
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

2 Learning Objectives Highlight the advantages and disadvantages of working in teams Name eight guidelines for successful collaborative writing Explain how meeting technologies can expedite communication and describe social networking in business communication Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

3 Learning Objectives Describe the listening process and how good listeners overcome barriers at each stage of the process Clarify the importance of nonverbal communication and describe six categories of nonverbal expression Review the importance of business etiquette Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

4 Communicating in Teams
Problem solving Task forces Committees Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

5 Overview of Teams Advantages Disadvantages More information
Diversity of views Support for solutions Improved performance Time issues Groupthink Hidden agendas High costs Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

6 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 Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

7 Ineffective Teams Communication issues, suspicion, and lack of trust
Waste time and money Generate low quality Breed frustration Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

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

9 Writing Technologies Content management systems Wiki sites Groupware
Shared workspaces Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

10 Group Dynamics Team roles Team development Conflict Resistance
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

11 Assuming Team Roles Self-oriented Team-maintenance Task-oriented
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

12 Phases of Team Evolution
General framework Orientation Conflict Brainstorming Emergence Reinforcement Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

13 Types of Team Conflict Constructive (Win-Win)
Destructive (Win-Lose or Lose-Lose) Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

14 Resolving Team Conflict
Seven methods Proaction Communication Openness Research Flexibility Fair play Alliance Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

15 Overcoming Resistance
Express understanding Make people aware of their resistance Evaluate others’ objections fairly Withhold arguments until the other person is ready for them Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

16 Networking Technologies
Social networks Virtual communities Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

17 Productive Meetings Preparation Efficiency Technology
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

18 Preparing for Meetings
Identify your purpose Select participants Choose the time and place Set the agenda Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

19 Leading and Participating
Stay on track Follow the rules Invite participation Participate actively Close effectively Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

20 Meeting Technologies Virtual teams Virtual meetings Teleconferences
Videoconferences Web-based systems Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

21 Effective Listening Skills
Build relationships Enhance product deliveries Capture opportunities Manage diversity Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

22 Types of Listening Content listening Critical listening
Empathic listening Active listening Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

23 The Listening Process Receiving Decoding Remembering Evaluating
Responding Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

24 Barriers to Listening Interruptions Selective listening
Selective perception Language or experience Memory problems Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

25 Nonverbal Communication
Intentional and unintentional effects Support words Weaken words Replace words Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

26 Categories of Nonverbal Communication
Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Time and space Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

27 Using Nonverbal Communication Effectively
When talking When not talking When listening Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

28 Business Etiquette Workplace Social settings Online
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

29 Etiquette in the Workplace
Personal appearance Personal grooming Personal demeanor Telephone skills Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

30 Etiquette in Social Settings
Appearance and actions Personal introductions Business meals Mobile phones Inappropriate topics Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

31 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 Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

32 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 Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

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