© prentice hall, 2005 excellence in business communicationchapter 2 - 1 communicating in teams and...
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© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 1
Communicating in Communicating in Teams and Mastering Teams and Mastering Listening, Nonverbal Listening, Nonverbal Communication, and Communication, and
Etiquette SkillsEtiquette Skills
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 2
Working in TeamsWorking in Teams
Two or MoreTwo or MorePeoplePeople
SharedSharedResponsibilityResponsibility
Common Common GoalGoal
SharedSharedMission Mission
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 3
Workplace TeamsWorkplace Teams
Task ForcesTask Forces
CommitteesCommittees
Virtual TeamsVirtual Teams
Problem SolvingProblem Solving
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 4
Overview of TeamsOverview of Teams
AdvantagesAdvantages
Information & knowledgeInformation & knowledge
Diversity of viewsDiversity of views
Acceptance of solutionsAcceptance of solutions
PerformancePerformance
DisadvantagesDisadvantages
GroupthinkGroupthink
Hidden agendasHidden agendas
Free ridersFree riders
High costsHigh costs
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 5
Group DynamicsGroup Dynamics
RulesRulesRulesRules
NormsNormsNormsNorms
IdentityIdentityIdentityIdentity
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Team-Member RolesTeam-Member Roles
•Controlling
•Withdrawing
•Attention Seeking
•Diverting
•Encouraging
•Harmonizing
•Compromising
•Initiating
•Information Seeking
•Coordinating
•Procedure Setting
Self-Oriented
Group-Maintenance
Task-Facilitating
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 7
Team Decision Team Decision
MakingMaking• OrientationOrientation
• ConflictConflict
• BrainstormingBrainstorming
• EmergenceEmergence
• ReinforcementReinforcement
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 8
Conflict in TeamsConflict in Teams
• Scarce resources
• Task responsibilities
• Poor communication
• Attitudes and values
• Power struggles
• Conflicting goals
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 9
Types of ConflictTypes of Conflict
ConstructiveConstructiveConstructiveConstructive DestructiveDestructiveDestructiveDestructive
Exposes IssuesExposes IssuesExposes IssuesExposes Issues
Boosts InvolvementBoosts InvolvementBoosts InvolvementBoosts Involvement
Generates IdeasGenerates IdeasGenerates IdeasGenerates Ideas
Diverts EnergyDiverts EnergyDiverts EnergyDiverts Energy
Destroys MoraleDestroys MoraleDestroys MoraleDestroys Morale
Divides the TeamDivides the TeamDivides the TeamDivides the Team
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 10
Conflict ResolutionConflict ResolutionStrategiesStrategies
Win-LoseWin-LoseWin-LoseWin-Lose Win-WinWin-WinWin-WinWin-Win Lose-LoseLose-LoseLose-LoseLose-Lose
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 11
Overcome Overcome
ResistanceResistance• Express understanding
• Raise awareness
• Evaluate objections
• Withhold arguments
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 12
EffectiveTeams
CollaborativeRelationships
EffectiveTeams
CollaborativeRelationships
ClearPurpose
ClearPurpose
CreativeThinkingCreativeThinking
FocusedEffortsFocusedEfforts
OpenCommunication
OpenCommunication
ConflictResolution
ConflictResolution
ConsensusDecisionMaking
ConsensusDecisionMaking
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 13
Collaborative WritingCollaborative Writing
Team MembersTeam Members
Strong LeadershipStrong Leadership
CooperationCooperation
Clear GoalsClear Goals
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 14
Collaborative WritingCollaborative Writing
Solid CommitmentSolid Commitment
Clear ResponsibilityClear Responsibility
Prompt ActionPrompt Action
Appropriate TechnologyAppropriate Technology
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 15
Critiquing WritingCritiquing Writing
• Clear instructions
• Purpose of the document
• Correct factual material
• Unambiguous language
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 16
PurposePurpose PurposePurpose
PRODUCTIVEPRODUCTIVEMEETINGSMEETINGS
ParticipantsParticipants ParticipantsParticipants
AgendaAgenda AgendaAgenda LocationLocation LocationLocation
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 17
Effective MeetingsEffective MeetingsFocus
Procedures
Participation
Closing
Follow-Up
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ListeningListening45%45%
WritingWriting9%9%
ReadingReading16%16%
SpeakingSpeaking30%30%
Re
ceiv
ingS
en
din
g
Usage of Business Communication ChannelsUsage of Business Communication Channels
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 19
The Listening ProcessThe Listening Process
InterpretingInterpreting RememberingRememberingReceivingReceiving
EvaluatingEvaluatingRespondingResponding
Feedback
Message
Message
Message
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 20
Barriers to ListeningBarriers to Listening
Physical DistractionsPhysical Distractions
Poor Note TakingPoor Note Taking
Self-CenterednessSelf-Centeredness
Speech/Though DisparitySpeech/Though Disparity
Differing ViewpointsDiffering Viewpoints
PrejudgmentPrejudgment
Selective ListeningSelective Listening
Inappropriate ReactionInappropriate Reaction
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 21
Benefits of ListeningBenefits of Listening
RecognizeRecognizeInnovationInnovation
RecognizeRecognizeInnovationInnovation
ManageManageDiversityDiversity
ManageManageDiversityDiversity
Gain aGain aPersonal EdgePersonal Edge
Gain aGain aPersonal EdgePersonal Edge
StrengthenStrengthenRelationshipsRelationships
StrengthenStrengthenRelationshipsRelationships
EnhanceEnhanceProductivityProductivity
EnhanceEnhanceProductivityProductivity
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 22
Listening GuidelinesListening Guidelines
Match Listening Style to Speaker PurposeMatch Listening Style to Speaker PurposeMatch Listening Style to Speaker PurposeMatch Listening Style to Speaker Purpose
Minimize Physical DistractionsMinimize Physical DistractionsMinimize Physical DistractionsMinimize Physical Distractions
Practice Active ListeningPractice Active ListeningPractice Active ListeningPractice Active Listening
Provide Appropriate FeedbackProvide Appropriate FeedbackProvide Appropriate FeedbackProvide Appropriate Feedback
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 23
Basic CommunicationBasic CommunicationV
erb
alN
on
ver
ba
l
Structure Intent
More SpontaneousLess Control
Conscious PurposeMore Control
No
nv
erba
lV
erb
al
Less StructuredHarder to Classify
More StructuredEasier to Study
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 24
Types of Nonverbal Types of Nonverbal CommunicationCommunication
FacialFacialExpressionsExpressions
GesturesGesturesand Postureand Posture
Touching Touching BehaviorBehavior
PersonalPersonalAppearanceAppearance
Use of Use of Time and SpaceTime and Space
Vocal Vocal CharacteristicsCharacteristics
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 25
Functions of Nonverbal Functions of Nonverbal
CommunicationCommunication• Reinforcement
• Negation
• Substitution
• Intensification
• Regulation
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 26
Detecting the TruthDetecting the Truth
Uneven Uneven SpeechSpeech
SquirmingSquirming
ComfortComfortGesturesGestures
DistancingDistancing
Raised Raised PitchPitch
MicroMicroExpressionsExpressions
Response Response TimeTime
Gap Gap FillingFilling
Eye Eye ContactContact
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Maximizing CredibilityMaximizing Credibility
Eye BehaviorEye BehaviorEye BehaviorEye Behavior
PosturePosturePosturePosture
GesturesGesturesGesturesGestures
VoiceVoiceVoiceVoice
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 28
Improving Business Improving Business EtiquetteEtiquette
AppearanceAppearanceAppearanceAppearance InteractionsInteractionsInteractionsInteractions
PersonalPersonalGroomingGroomingPersonalPersonal
GroomingGroomingWardrobe & Wardrobe & AccessoriesAccessoriesWardrobe & Wardrobe & AccessoriesAccessories
Face-to-Face-to-FaceFace
Face-to-Face-to-FaceFace
Over the Over the TelephoneTelephoneOver the Over the
TelephoneTelephone
Workplace BehaviorsWorkplace Behaviors
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Workplace AppearanceWorkplace Appearance
Smooth and FinishedSmooth and Finished
Elegant and RefinedElegant and Refined
Crisp and StarchyCrisp and Starchy
Up-to-the Minute TrendyUp-to-the Minute Trendy
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 30
Face-to-Face Face-to-Face InteractionsInteractions
SmilingSmiling
Shaking HandsShaking Hands
Making IntroductionsMaking Introductions
Sharing MealsSharing Meals
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Telephone InteractionsTelephone Interactions
Use VerbalUse VerbalResponsesResponsesUse VerbalUse VerbalResponsesResponses
Vary PitchVary Pitchand Inflectionand InflectionVary PitchVary Pitch
and Inflectionand Inflection
IncreaseIncreaseVolume SlightlyVolume Slightly
IncreaseIncreaseVolume SlightlyVolume Slightly
Speak to BeSpeak to BeUnderstoodUnderstood
Speak to BeSpeak to BeUnderstoodUnderstood
Speaking
Listening
Attitu
de
To
ne
of
Vo
ice
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 32
Receiving Phone Receiving Phone CallsCalls
Answer PromptlyAnswer PromptlyWith a SmileWith a Smile
Identify YourselfIdentify Yourself
Establish Establish the Caller’s Needsthe Caller’s Needs
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 33
Receiving Phone Receiving Phone CallsCalls
Stay PositiveStay Positive
Take AccurateTake AccurateMessagesMessages
Explain Your ActionsExplain Your Actions
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 34
Making Phone CallsMaking Phone Calls
Plan and SchedulePlan and ScheduleYour CallsYour Calls
Minimize Minimize DistractionsDistractions
Introduce Introduce YourselfYourself
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 35
Making Phone CallsMaking Phone Calls
Don’t WasteDon’t WasteTimeTime
MaintainMaintainFocusFocus
Close on aClose on aPositive NotePositive Note
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 36
Using Voice MailUsing Voice Mail
Brief StatementsBrief StatementsBrief StatementsBrief Statements
Caller-FocusCaller-FocusCaller-FocusCaller-Focus
Current MessageCurrent MessageCurrent MessageCurrent Message
Professional ToneProfessional ToneProfessional ToneProfessional Tone
Helpful OptionsHelpful OptionsHelpful OptionsHelpful Options
Prompt ResponsePrompt ResponsePrompt ResponsePrompt Response
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 37
Leaving Voice MailLeaving Voice Mail
Keep It SimpleKeep It Simple
Sound ProfessionalSound Professional
Avoid PersonalAvoid PersonalMessagesMessages
© Prentice Hall, 2005 Excellence in Business Communication Chapter 2 - 38
Leaving Voice MailLeaving Voice Mail
Replay the Replay the MessageMessage
Avoid MultipleAvoid MultipleMessagesMessages
Don’t Hide BehindDon’t Hide BehindVoice MailVoice Mail