chapter 2
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TRANSCRIPT
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Guffey, Business Communication: Process and Product, 5e7Chapter 2 Masters© 2006 South-Western/Thomson
Chapter 2COMMUNICATING IN GROUPS AND TEAMS
Why form groups and teams?● Better decisions● Faster response● Greater “buy-in”● Increased productivity● Less resistance to change● Improved employee morale● Reduced risks
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Guffey, Business Communication: Process and Product, 5e8Chapter 2 Masters© 2006 South-Western/Thomson
Characteristics ofSelf-Directed Teams
● Clearly stated goals● Autonomy● Decision-making authority● Frequent communication● Ongoing training
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Guffey, Business Communication: Process and Product, 5e9Chapter 2 Masters© 2006 South-Western/Thomson
Four Phases of Team Development
● Forming
● Storming
● Norming
● Performing
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Guffey, Business Communication: Process and Product, 5e10Chapter 2 Masters© 2006 South-Western/Thomson
Roles Played by Team Members
Task Roles● Initiator● Information seeker/giver● Opinion seeker/giver● Direction giver● Summarizer● Diagnoser● Energizer● Gatekeeper● Reality tester
What kinds of statements might be made by these role players?
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Guffey, Business Communication: Process and Product, 5e11Chapter 2 Masters© 2006 South-Western/Thomson
Roles Played by Team Members
Relationship Roles
● Participation encourager● Harmonizer/tension reliever● Evaluator of emotional climate● Praise giver● Empathic listener
Dysfunctional Roles● Blocker● Attacker● Recognition-seeker● Joker● Withdrawer
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What kinds of statements might be made by these role players?
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Guffey, Business Communication: Process and Product, 5e12Chapter 2 Masters© 2006 South-Western/Thomson
Resolving Work Conflicts
Common Conflict Response Patterns
● Avoidance/withdrawal● Accommodation/smoothing● Compromise● Competition/forcing● Collaboration/problem solving
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Guffey, Business Communication: Process and Product, 5e13Chapter 2 Masters© 2006 South-Western/Thomson
Six-Step Procedure for Dealing With
Conflict
1.Listen.2.Understand the other point of view.
3.Show a concern for the relationship.
4.Look for common ground.5.Invent new problem-solving options.6.Reach an agreement based on what’s fair.
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Guffey, Business Communication: Process and Product, 5e14Chapter 2 Masters© 2006 South-Western/Thomson
Methods for Reaching
Group Decisions
● Majority● Consensus● Minority● Averaging● Authority rule
with discussion
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What are the advantages and disadvantages of each
method?
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Guffey, Business Communication: Process and Product, 5e15Chapter 2 Masters© 2006 South-Western/Thomson
Characteristics ofSuccessful Teams
● Small size, diverse makeup● Agreement on purpose● Agreement on procedures● Use of good communication
techniques● Ability to collaborate rather than
compete● Shared leadership
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Guffey, Business Communication: Process and Product, 5e16Chapter 2 Masters© 2006 South-Western/Thomson
Planning Meetings● Consider whether a meeting is really
necessary.
● Include only key participants.
● Prepare agenda. Include topics, times, names.
Conducting Meetings● Start on time.
● Begin with an introduction that establishes goal and length of meeting, background of problem, possible solutions, tentative agenda, and ground rules.
● Appoint secretary (to take minutes) and recorder (to track ideas on flipchart).
● Encourage participation by all but avoid digressions.
● Deal with conflict openly. Let both sides air opinions.
● When the team reaches consensus, summarize and ask for agreement.
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Concluding and Following Up
● End on time. Summarize results achieved.
● A few days later, distribute minutes.
● Remind team members of assignments.
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