1. © Prentice Hall Business Communication Today, 9eChapter 2 - 1 Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

2. © Prentice Hall Business Communication Today, 9eChapter 2 - 2 Improving Your Performance in Teams Team –Two or more people –Share mission/responsibility –Working toward a goal Formal –Committees Informal –Task forces and problem-solving teams

3. © Prentice Hall Business Communication Today, 9eChapter 2 - 3 Overview of Teams Advantages Increased information Increased information Diversity of views Diversity of views Accepting solutions Accepting solutions Performance levels Performance levels Disadvantages Groupthink Groupthink Hidden agendas Hidden agendas Free riders Free riders High costs High costs

4. © Prentice Hall Business Communication Today, 9eChapter 2 - 4 Characteristics of Effective Teams Clear objective Sense of purpose Open communication Consensus decision making Creative thinking Conflict resolution

5. © Prentice Hall Business Communication Today, 9eChapter 2 - 5 Collaborative Writing Guidelines Select members carefully Agree on project goals Take time to bond Clarify individual responsibilities

6. © Prentice Hall Business Communication Today, 9eChapter 2 - 6 Collaborative Writing Guidelines Set clear processes Avoid group writing Ensure compatibility Check progress often

7. © Prentice Hall Business Communication Today, 9eChapter 2 - 7 Collaborative Writing Technologies Websites more control –Organization –Workflow –Content Wikis more flexibility –Organization –Workflow –Content

8. © Prentice Hall Business Communication Today, 9eChapter 2 - 8 Group Dynamics Roles that team members assume Phase of team development Success in resolving conflict Success in overcoming resistance

9. © Prentice Hall Business Communication Today, 9eChapter 2 - 9 Assuming Team Roles Self-oriented –Controlling, withdrawing, diverting, seeking attention Team-maintenance –Encouraging, harmonizing, compromising Task-oriented –Initiating, information giving or seeking, coordinating, procedure setting

10. © Prentice Hall Business Communication Today, 9eChapter 2 - 10 Team Evolution Orientation Conflict Brainstorming Emergence Reinforcement

11. © Prentice Hall Business Communication Today, 9eChapter 2 - 11 Sources of Team Conflict Scarce resources Task responsibilities Incompatible ideas Poor communication Attitudes and values Power struggles Conflicting goals

12. © Prentice Hall Business Communication Today, 9eChapter 2 - 12 Types of Conflict Constructive (win-win) –Exposes issues –Boosts involvement –Generates ideas Destructive (win-lose, or lose-lose) –Diverts energy –Destroys morale –Divides the team

13. © Prentice Hall Business Communication Today, 9eChapter 2 - 13 Resolving Conflict Proaction Communication Openness Research Flexibility Fair play Alliance

14. © Prentice Hall Business Communication Today, 9eChapter 2 - 14 Overcoming Resistance Express understanding Bring resistance into the open Evaluate objections fairly Withhold arguments

15. © Prentice Hall Business Communication Today, 9eChapter 2 - 15 Etiquette in Team Settings In the workplace In social settings

16. © Prentice Hall Business Communication Today, 9eChapter 2 - 16 Workplace Etiquette Appearance and grooming A genuine smile Telephone skills

17. © Prentice Hall Business Communication Today, 9eChapter 2 - 17 Etiquette in Social Settings First impressions Personal introductions Dining etiquette Misuse of mobile phones Inappropriate topics

18. © Prentice Hall Business Communication Today, 9eChapter 2 - 18 Productive Meetings Preparation Efficiency Technology

19. © Prentice Hall Business Communication Today, 9eChapter 2 - 19 Preparing for Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

20. © Prentice Hall Business Communication Today, 9eChapter 2 - 20 Leading and Participating Stay on track Follow the rules Promote participation Participate actively Close effectively

21. © Prentice Hall Business Communication Today, 9eChapter 2 - 21 Meeting Technologies Virtual teams Virtual meetings Groupware

22. © Prentice Hall Business Communication Today, 9eChapter 2 - 22 Improving Listening Skills Strengthen relationships Expedite product delivery Highlight opportunities Support workplace diversity Build foundation for trust Enhance performance

23. © Prentice Hall Business Communication Today, 9eChapter 2 - 23 Types of Listening Content listening Critical listening Empathetic listening Active listening

24. © Prentice Hall Business Communication Today, 9eChapter 2 - 24 The Listening Process Receiving Decoding Remembering Evaluating Responding

25. © Prentice Hall Business Communication Today, 9eChapter 2 - 25 Barriers to Listening Physical elements Selective listening Short attention span Prejudgment and defensiveness Little common ground Memory barriers

26. © Prentice Hall Business Communication Today, 9eChapter 2 - 26 Nonverbal Communication Complement verbal communication Reveal the truth Convey information efficiently

27. © Prentice Hall Business Communication Today, 9eChapter 2 - 27 Recognizing Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space

28. © Prentice Hall Business Communication Today, 9eChapter 2 - 28 Maximizing Nonverbal Communication Skills Note facial expressions Watch gestures and postures Listen for vocal characteristics Recognize physical appearance Be careful with physical contact Observe use of time and space