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Chapter 13 Interpersonal Communication and Teamwork

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1 Chapter 13 Interpersonal Communication and Teamwork
Krizan Business Communication ©2005

2 Krizan Business Communication ©2005
Chapter 13 Why is listening with your “ears and eyes” important to successful communication? Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

3 Krizan Business Communication ©2005
Chapter 13 Listening with your Ears is an every day occurrence Eyes refers to watching for non-verbal cues Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

4 Explain the following:
Chapter 13 Explain the following: “Answer the phone with a smile in your voice.” Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

5 Krizan Business Communication ©2005
Chapter 13 This statement means Smiling as you pick up receiver Using courteous voice Answering before second ring Stopping all conversations with co-workers Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

6 Why are office politics referred to as a “gray area” of communication?
Chapter 13 Why are office politics referred to as a “gray area” of communication? Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

7 Krizan Business Communication ©2005
Chapter 13 “Gray areas” of communication refer to different interpretations of written and unwritten office rules by employees and their supervisors. Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

8 Krizan Business Communication ©2005
Chapter 13 Written company rules seldom address competitive strategies required for employee advancement. Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

9 Krizan Business Communication ©2005
Chapter 13 Company rules are often bent or broken depending upon employee status within the organization. Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

10 Define office politics.
Chapter 13 Define office politics. Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

11 Office politics are attempts to
Chapter 13 Office politics are attempts to Protect self-interests Meet personal needs Advance personal goals Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

12 Relate the importance of relationship repair.
Chapter 13 Relate the importance of relationship repair. Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

13 Krizan Business Communication ©2005
Chapter 13 Pride or indifference to the situation can prevent relationship repair. Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

14 Relationship repair requires
Chapter 13 Relationship repair requires Willingness to apologize Acceptance of partial responsibility Forgiving of injustice Verbal and nonverbal actions to communicate a renewed relationship Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

15 Compare the terms criticism and constructive criticism.
Chapter 13 Compare the terms criticism and constructive criticism. Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

16 Krizan Business Communication ©2005
Chapter 13 Criticism is Complaints interpreted as personal attacks Vague comments causing receiver to feel anxiety and self-doubt Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

17 Constructive criticism
Chapter 13 Constructive criticism Finds fault with actions, not persons Explains situation clearly Shows receiver benefit Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

18 What actions must a facilitator take to end conflict?
Chapter 13 What actions must a facilitator take to end conflict? Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

19 Krizan Business Communication ©2005
Chapter 13 Conflict facilitator Meets privately with all individuals Has group meeting to clarify and refocus Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

20 Distinguish between benefits and drawbacks of teamwork.
Chapter 13 Distinguish between benefits and drawbacks of teamwork. Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

21 Benefits of teamwork include
Chapter 13 Benefits of teamwork include Broader perspective of company Increased sense of camaraderie Familiarity with different management styles Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

22 Drawbacks of teamwork include
Chapter 13 Drawbacks of teamwork include Loss of control Pressure to conform Uneven distribution of labor Chapter 13 Krizan Business Communication ©2005 Krizan Business Communication ©2005

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