Copyright © 2010 Pearson Education InternationalChapter Mastering Interpersonal Communication

Copyright © 2010 Pearson Education InternationalChapter Learning Objectives Highlight the advantages and disadvantages of working in teams Name eight guidelines for successful collaborative writing Explain how meeting technologies can expedite communication and describe social networking in business communication

Copyright © 2010 Pearson Education InternationalChapter Learning Objectives Describe the listening process and how good listeners overcome barriers at each stage of the process Clarify the importance of nonverbal communication and describe six categories of nonverbal expression Review the importance of business etiquette

Copyright © 2010 Pearson Education InternationalChapter Communicating in Teams Problem solving Task forces Committees

Copyright © 2010 Pearson Education InternationalChapter Overview of Teams Advantages More information Diversity of views Support for solutions Improved performance Disadvantages Time issues Groupthink Hidden agendas High costs

Copyright © 2010 Pearson Education InternationalChapter Effective Teams Have a clear objective Share a sense of purpose Communicate openly and honestly Reach decisions by consensus Think in creative ways Know how to resolve conflict

Copyright © 2010 Pearson Education InternationalChapter Ineffective Teams Communication issues, suspicion, and lack of trust –Waste time and money –Generate low quality –Breed frustration

Copyright © 2010 Pearson Education InternationalChapter Collaborative Writing Clarify Processes Avoid Group Writing Ensure Compatibility Check Progress Often Select Collaborators Agree on Goals Take Time to Bond Clarify Responsibilities

Copyright © 2010 Pearson Education InternationalChapter Writing Technologies Content management systems Wiki sites Groupware Shared workspaces

Copyright © 2010 Pearson Education InternationalChapter Group Dynamics Team roles Team development Conflict Resistance

Copyright © 2010 Pearson Education InternationalChapter Assuming Team Roles Self-oriented Team-maintenance Task-oriented

Copyright © 2010 Pearson Education InternationalChapter Phases of Team Evolution General framework 1.Orientation 2.Conflict 3.Brainstorming 4.Emergence 5.Reinforcement

Copyright © 2010 Pearson Education InternationalChapter Types of Team Conflict Constructive (Win-Win) Destructive (Win-Lose or Lose-Lose)

Copyright © 2010 Pearson Education InternationalChapter Resolving Team Conflict Seven methods –Proaction –Communication –Openness –Research –Flexibility –Fair play –Alliance

Copyright © 2010 Pearson Education InternationalChapter Overcoming Resistance Express understanding Make people aware of their resistance Evaluate others’ objections fairly Withhold arguments until the other person is ready for them

Copyright © 2010 Pearson Education InternationalChapter Networking Technologies Social networks Virtual communities

Copyright © 2010 Pearson Education InternationalChapter Productive Meetings Preparation Efficiency Technology

Copyright © 2010 Pearson Education InternationalChapter Preparing for Meetings Identify your purpose Select participants Choose the time and place Set the agenda

Copyright © 2010 Pearson Education InternationalChapter Leading and Participating Stay on track Follow the rules Invite participation Participate actively Close effectively

Copyright © 2010 Pearson Education InternationalChapter Meeting Technologies Virtual teams Virtual meetings Teleconferences Videoconferences Web-based systems

Copyright © 2010 Pearson Education InternationalChapter Effective Listening Skills Build relationships Enhance product deliveries Capture opportunities Manage diversity

Copyright © 2010 Pearson Education InternationalChapter Types of Listening Content listening Critical listening Empathic listening Active listening

Copyright © 2010 Pearson Education InternationalChapter The Listening Process Receiving Decoding Remembering Evaluating Responding

Copyright © 2010 Pearson Education InternationalChapter Barriers to Listening Interruptions Selective listening Selective perception Language or experience Memory problems

Copyright © 2010 Pearson Education InternationalChapter Nonverbal Communication Intentional and unintentional effects –Support words –Weaken words –Replace words

Copyright © 2010 Pearson Education InternationalChapter Categories of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Time and space

Copyright © 2010 Pearson Education InternationalChapter Using Nonverbal Communication Effectively When talking When not talking When listening

Copyright © 2010 Pearson Education InternationalChapter Business Etiquette Workplace Social settings Online

Copyright © 2010 Pearson Education InternationalChapter Etiquette in the Workplace Personal appearance Personal grooming Personal demeanor Telephone skills

Copyright © 2010 Pearson Education InternationalChapter Etiquette in Social Settings Appearance and actions Personal introductions Business meals Mobile phones Inappropriate topics

Copyright © 2010 Pearson Education InternationalChapter Business Etiquette Online Learn the basics of online etiquette Avoid personal attacks Stay focused on the original topic Do not present opinions as facts Follow grammar and spelling rules Use virus protection

Copyright © 2010 Pearson Education InternationalChapter Business Etiquette Online Ask permission before IM chatting Control language and emotions Avoid multitasking and IM Never assume privacy Avoid “reply all” in Do not waste other people’s time