1. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 1 Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

2. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 2 From The Real World Good listeners will achieve more business success in their careers. Tony Martino, Vice President Human Resources, Communication, & corporate Affairs Xerox Canada

3. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 3 Overview of Teams AdvantagesAdvantagesDisadvantagesDisadvantages  Information & knowledge  Diversity of views  Acceptance of solutions  Performance levels  Groupthink  Hidden agendas  Free riders  High costs

4. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 4 Characteristics of Effective Teams ClearPurpose CreativeThinking FocusedEfforts OpenCommunication ConsensusDecisionMaking ConflictResolution

5. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 5 Preparing for Meetings AgendaLocation PurposeParticipants

6. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 6 Focus Procedures Participation Closing Follow-Up EffectiveMeetingsEffectiveMeetings

7. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 7 The Listening Process InterpretingInterpretingRememberingRememberingReceivingReceiving EvaluatingEvaluatingRespondingResponding Feedback Message

8. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 8 Barriers to Listening Self-Centeredness Prejudgment SelectiveListening

9. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 9 Effective Listening Find areas of interest Focus on content Hold your fire Listen for ideas Take selective notes

10. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 10 Effective Listening Work at listening Block competing thoughts Paraphrase the speaker Stay open-minded Stay ahead of the speaker

11. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 11 Receiving Telephone Calls Answer promptly Identify yourself Establish rapport Be positive Take messages Explain your actions

12. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 12 Making Telephone Calls Get ready Schedule the call Minimize distractions Introduce yourself Maximize your time Maintain focus Use a positive close

13. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 13 Using Voice Mail MinimizeTime-ZonesReducePaperwork

14. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 14 Effective Voice Mail Greetings Be Brief and Accurate Be Brief and Accurate Make Options Helpful Helpful Keep Callers in Mind Keep Callers in Mind Respond to Calls Promptly Respond to Calls Promptly SoundProfessionalSoundProfessional Update Your Greetings Greetings

15. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 15 Effective Voice Mail Messages Keep the Message Simple Keep the Message Simple Replay the Message Message Avoid Personal Messages Messages Don’t Hide Behind Voice Mail Don’t Hide Behind Voice Mail SoundProfessionalSoundProfessional Avoid Multiple Messages Messages

16. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 16 Nonverbal Communication Spontaneity Intent Honesty Efficiency

17. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 17 Types of Nonverbal Communication VocalCharacteristicsFacialExpressions Use of Time and Space Gestures and Posture TouchingBehaviorPersonalAppearance

18. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 18 Avoid conflicting signalsAvoid conflicting signals Strive for honestyStrive for honesty Smile genuinelySmile genuinely Maintain eye contactMaintain eye contact Be aware of posture and gesturesBe aware of posture and gestures Use appropriate vocal signalsUse appropriate vocal signals Maximizing Nonverbal Communication

19. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 19 Know your audienceKnow your audience Acknowledge comfort zonesAcknowledge comfort zones Shake hands appropriatelyShake hands appropriately Respect varying attitudes about timeRespect varying attitudes about time Use touch carefullyUse touch carefully Be aware of false cuesBe aware of false cues Maximizing Nonverbal Communication

20. © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 2 - 20 Real World Applications Jason never seems to pay attention during weekly team meetings. He has never contributed to the discussion, and you’ve never even 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 of ideas you could give him that might improve his listening skills.