1. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 1 Communicating in Teams and Mastering Listening and Nonverbal Communication Skills

2. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 2 Types of Workplace Teams Problem solving Taskforces Committees Virtual teams

3. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 3 Overview of Teams Advantages Information & knowledge Diversity of views Acceptance of solutions Performance Disadvantages Groupthink Hidden agendas Free riders High costs

4. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 4 Overview of Teams Advantages –information and knowledge –Diversity of views –Acceptance of solutions –Performance Disadvantages –Groupthink –Hidden agendas –Free riders –High costs

5. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 5 Group Dynamics Team roles Group norms Team identity

6. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 6 Roles People Play in Groups Self-oriented Team-maintenance Task-facilitating

7. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 7 Team Decision Making Orientation Conflict Brainstorming Emergence Reinforcement

8. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 8 Effective Teams Have a clear sense of purpose Communicate openly and honestly Reach decisions by consensus Think creatively Remain focused Resolve conflict effectively

9. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 9 Conflict in Teams Scarce resources Task responsibilities Poor communication Attitudes and values Power struggles Conflicting goals

10. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 10 Resolving Conflict Proaction Communication Openness Research Flexibility Fair play Alliance

11. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 11 Overcoming Resistance Express understanding Raise awareness Evaluate objections Withhold arguments

12. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 12 Collaborative Writing Team members Strong leadership Cooperation Clear goals Solid commitment Clear responsibility Prompt action Compatible technology Applied technology

13. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 13 Critiquing Writing Are the instructions clear? Does the document accomplish its purpose? Is the factual material correct? Is the language unambiguous?

14. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 14 Productive Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

15. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 15 Effective Meetings Stay on track Follow parliamentary procedure Encourage participation Close effectively Follow up

16. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 16 Three Types of Listening Content listening Critical listening Empathetic listening

17. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 17 The Listening Process Receiving Interpreting Remembering Evaluating Responding

18. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 18 Barriers to Listening Prejudgment Self-centeredness Selective listening

19. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 19 Nonverbal Communication Honesty Reliability Efficiency

20. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 20 Types of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space

21. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 21 Maximizing Nonverbal Communication Skills Smile genuinely Be aware of false cues Keep appropriate distance Use touch carefully Respect status Shake hands appropriately