Chapter 2Chapter 2

Communicating in Communicating in GroupsGroups

and Teamsand Teams

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Copyright © 2006

Ch. 2, Slide 2

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Why form groupsWhy form groupsand teams?and teams?

Why form groupsWhy form groupsand teams?and teams?

• Better decisions

• Faster response

• Increased productivity

• Greater “buy-in”

• Less resistance to change

• Improved employee morale

• Reduced risks

Ch. 2, Slide 3

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Four Phases of Team Four Phases of Team DevelopmentDevelopment

Ch. 2, Slide 4

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Four Phases of Team Four Phases of Team DevelopmentDevelopment

Forming Forming

Ch. 2, Slide 5

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Four Phases of Team Four Phases of Team DevelopmentDevelopment

Forming Forming

Ch. 2, Slide 6

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Four Phases of Team Four Phases of Team DevelopmentDevelopment

Forming Forming StormingStorming

Ch. 2, Slide 7

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Four Phases of Team Four Phases of Team DevelopmentDevelopment

Forming Forming StormingStorming

Ch. 2, Slide 8

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Four Phases of Team Four Phases of Team DevelopmentDevelopment

Forming Forming StormingStorming NormingNorming

Ch. 2, Slide 9

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Four Phases of Team Four Phases of Team DevelopmentDevelopment

Forming Forming StormingStorming NormingNorming

Ch. 2, Slide 10

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Four Phases of Team Four Phases of Team DevelopmentDevelopment

Forming Forming StormingStorming NormingNorming PerformingPerforming

Ch. 2, Slide 11

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Four Phases of Team Four Phases of Team DevelopmentDevelopment

Forming Forming StormingStorming NormingNorming PerformingPerforming

Ch. 2, Slide 12

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Characteristics of Characteristics of Successful TeamsSuccessful Teams

• Small size, diverse makeup• Agreement on purpose• Agreement on procedures• Ability to deal with conflict• Use of good communication techniques• Ability to collaborate rather than compete• Shared leadership

Ch. 2, Slide 13

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Roles Played by Team Roles Played by Team MembersMembers

Roles Played by Team Roles Played by Team MembersMembers

Task Roles• Initiator

• Information seeker/giver

• Opinion seeker/giver

• Direction giver

• Summarizer

• Diagnoser

Ch. 2, Slide 14

Mary Ellen Guffey, Business Communication: Process and Product, 5e

• Energizer

• Gatekeeper

• Reality tester

What kinds of statements might be made by these role players?

Roles Played by Team Roles Played by Team MembersMembers

Roles Played by Team Roles Played by Team MembersMembers

Ch. 2, Slide 15

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Relationship Roles• Participation encourager• Harmonizer/tension reliever• Evaluator of emotional climate• Praise giver• Empathic listener

What kinds of statements might be made by these role players?

Roles Played by Team Roles Played by Team MembersMembers

Roles Played by Team Roles Played by Team MembersMembers

Ch. 2, Slide 16

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Dysfunctional Roles• Blocker• Attacker• Recognition-seeker• Joker• Withdrawer

What kinds of statements might be made by these role players?

Roles Played by Team Roles Played by Team MembersMembers

Roles Played by Team Roles Played by Team MembersMembers

Ch. 2, Slide 17

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Skills for Team LeadersSkills for Team LeadersSkills for Team LeadersSkills for Team Leaders

Task Relationships• Goal setting

• Agenda making

• Clarifying

• Summarizing

• Verbalizing consensus

• Establishing work patterns

• Following procedures

Ch. 2, Slide 18

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Skills for Team LeadersSkills for Team LeadersSkills for Team LeadersSkills for Team Leaders

Interpersonal Relationships• Regulating participation

• Maintaining positive climate

• Maintaining mutual respect

• Instigating group self-analysis

• Resolving conflict

• Instigating conflict

Ch. 2, Slide 19

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Methods for Reaching Methods for Reaching Group DecisionsGroup Decisions

Methods for Reaching Methods for Reaching Group DecisionsGroup Decisions

• Majority

• Consensus

• Minority

• Averaging

• Authority rule with discussion

What are the advantages and disadvantages of each method?

Ch. 2, Slide 20

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Common Conflict Common Conflict Response PatternsResponse PatternsCommon Conflict Common Conflict

Response PatternsResponse Patterns• Avoidance/withdrawal• Accommodation/

smoothing• Compromise• Competition/forcing• Collaboration/

problem-solving

Ch. 2, Slide 21

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Six-Step Procedure for Six-Step Procedure for Dealing With ConflictDealing With Conflict

Six-Step Procedure for Six-Step Procedure for Dealing With ConflictDealing With Conflict

1. Listen.2. Understand the other point of view.3. Show concern for the relationship.4. Look for common ground.5. Invent new problem-solving options.6. Reach a fair agreement.

Ch. 2, Slide 22

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Strategies for Effective Strategies for Effective Conflict ResolutionConflict Resolution

Strategies for Effective Strategies for Effective Conflict ResolutionConflict Resolution

Clear the air.• If you’re on a team with someone who seems

consistently irritated with you, ask for a private meeting.

• Solicit feedback; listen without interrupting and with an open mind.

• Request permission to respond with equal openness.

Ch. 2, Slide 23

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Planning and Planning and ParticipatingParticipatingin Meetingsin Meetings

Planning and Planning and ParticipatingParticipatingin Meetingsin Meetings

Before the meeting• Consider alternatives. Is a meeting

necessary?• Invite the right people. Include . . .

those who have information.

those who can make decisions.

those who must implement decisions.• Distribute an agenda.

Ch. 2, Slide 24

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Planning and Planning and ParticipatingParticipatingin Meetingsin Meetings

Planning and Planning and ParticipatingParticipatingin Meetingsin Meetings

During the Meeting• Start on time and introduce the agenda.• Appoint a secretary and a recorder.• Encourage balanced participation.• Confront conflict frankly.• Summarize points of consensus along

the way.

Ch. 2, Slide 25

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Planning and Planning and ParticipatingParticipatingin Meetingsin Meetings

Planning and Planning and ParticipatingParticipatingin Meetingsin Meetings

Ending the Meeting and Following Up• Review meeting decisions.• Distribute minutes of meeting.• Remind people of action items.

Ch. 2, Slide 26

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Collaboration Collaboration Technology Facilitates Technology Facilitates

MeetingsMeetings

Collaboration Collaboration Technology Facilitates Technology Facilitates

MeetingsMeetings• Audioconferencing (teleconferencing)

• Videoconferencing

• Desktop conferencing

• Media conferencing

• Internet relay chat

• Webcasting

Ch. 2, Slide 27

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Collaboration Technology Collaboration Technology Facilitates Project Facilitates Project

MeetingsMeetings

Collaboration Technology Collaboration Technology Facilitates Project Facilitates Project

MeetingsMeetingsSoftware programs help managers

• Identify project phases

• Clarify goals

• Establish deadlines

• Anticipate obstacles

Ch. 2, Slide 28

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Collaboration Collaboration Technology Facilitates Technology Facilitates

Decision SupportDecision Support

Collaboration Collaboration Technology Facilitates Technology Facilitates

Decision SupportDecision Support“Digital dashboards” help managers

• Gather more data in shorter time

• Crunch information in near real-time

• Analyze information easily and quickly

• Forecast business performance

• Explain shifts in performance

• Make informed decisions

Ch. 2, Slide 29

Mary Ellen Guffey, Business Communication: Process and Product, 5e

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