1. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 1 Communicating in Teams and Mastering Listening, Nonverbal Communication, and Business Etiquette Skills

2. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 2 Working in Teams Two or more people Common goal Shared mission Shared responsibility

3. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 3 Types of Workplace Teams Problem solving Taskforces Committees Virtual teams

4. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 4 Overview of Teams Advantages Information & knowledge Diversity of views Acceptance of solutions Performance Disadvantages Groupthink Hidden agendas Free riders High costs

5. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 5 Group Dynamics Team roles Group norms Team identity

6. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 6 Team Roles Self-oriented Team-maintenance Task-facilitating

7. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 7 Team Decision Making Orientation Conflict Brainstorming Emergence Reinforcement

8. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 8 Conflict in Teams Scarce resources Task responsibilities Poor communication Attitudes, values, and personalities Power struggles Conflicting goals

9. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 9 Types of Conflict Constructive –Exposes issues –Increases involvement –Generates ideas Destructive –Diverts energy –Destroys morale –Divides the team

10. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 10 Conflict Resolution Strategies Win-lose Lose-lose Win-win

11. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 11 Overcome Resistance Express understanding Raise awareness Evaluate objections Withhold arguments

12. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 12 Effective Teams Have a clear sense of purpose Communicate openly and honestly Reach decisions by consensus Think creatively Remain focused Resolve conflict effectively

13. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 13 Collaborative Writing Team members Strong leadership Cooperation Clear goals Solid commitment Clear responsibility Prompt action Compatible technology Applied technology

14. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 14 Critiquing Writing Are the instructions clear? Does the document accomplish its purpose? Is the factual material correct? Is the language unambiguous?

15. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 15 Productive Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

16. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 16 Effective Meetings Stay on track Follow parliamentary procedure Encourage participation Close effectively Follow up

17. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 17 Usage of Business Communication Channels Listening 45% Reading 16% Speaking 30% Writing 9%

18. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 18 The Listening Process Receiving Interpreting Remembering Evaluating Responding

19. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 19 Barriers to Listening Physical distraction Differing viewpoints Inappropriate reaction Prejudgment Self-centeredness Selective listening Speech/thought disparity Poor note taking

20. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 20 Benefits of Effective Listening Strengthen relationships Enhance productivity Recognize innovation Manage diversity Gain a personal edge

21. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 21 Effective Listening Listen to challenging material Match listening style to speaker purpose Minimize physical distractions Practice active listening Provide appropriate feedback

22. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 22 Basic Communication Nonverbal –Less structured, harder to classify –More spontaneous, less control Verbal –More structured, easier to study –Conscious purpose, more control

23. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 23 Types of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space

24. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 24 Functions of Nonverbal Communication Reinforcement Negation Substitution Intensification Regulation

25. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 25 Detecting the Truth Response time Distancing Uneven speech Gap filling Raised pitch Squirming Eye contact Micro-expressions Comfort gestures

26. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 26 Maximizing Credibility Eye behavior Gestures Posture Voice

27. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 27 Improving Business Etiquette Workplace appearance Face-to-face interactions Telephone interactions

28. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 28 Workplace Appearance Smooth and finished Elegant and refined Crisp and starchy Up-to-the-minute trendy

29. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 29 Face-to-Face Interactions Smiling Shaking hands Making introductions Sharing meals

30. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 30 Telephone Interactions Use verbal responses Increase volume slightly Vary pitch and inflection Speak to be understood

31. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 31 Receiving Phone Calls Answer promptly with a smile Identify yourself Establish the caller’s needs Be positive Take accurate messages Explain your actions

32. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 32 Making Phone Calls Be ready before you call Schedule the call Minimize distractions Introduce yourself Don’t waste time Stay focused Close on a positive note

33. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 33 Using Voice Mail Brief, accurate statements Professional tone Caller-focus Helpful options Current message Prompt response

34. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 2 - 34 Leaving Voice Mail Keep it simple Sound professional Avoid personal messages Replay the message Avoid multiple messages Don’t hide behind voice mail