© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Communicating in Teams and Mastering Listening and Nonverbal Communication

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Improving Your Performance in Teams Formal –Permanent committees Informal –Task forces and problem-solving teams

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Overview of Teams Advantages Increased information Increased information Broad knowledge base Broad knowledge base Diversity of views Diversity of views Acceptance of solutions Acceptance of solutions Performance levels Performance levels Disadvantages Groupthink Groupthink Peer pressure Peer pressure Hidden agendas Hidden agendas Free riders Free riders High costs High costs

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Team Communication Select members carefully Agree on project goals Take time to bond Clarify individual responsibilities

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Team Communication Set clear processes Select tools and techniques Avoid group writing Check progress often

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Group Dynamics Team roles Group norms Team identity

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Assuming Team Roles Self-oriented Team-maintenance Task-facilitating

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Team Decision Making Orientation Conflict Brainstorming Emergence Reinforcement

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Team Conflict Scarce resources Task responsibilities Poor communication Attitudes and values Power struggles Conflicting goals

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Types of Conflict Constructive –Exposes issues –Boosts involvement –Generates ideas Destructive –Diverts energy –Destroys morale –Divides the team

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Resolving Conflict Proaction Communication Openness Research Flexibility Fair play Alliance

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Overcoming Resistance Express understanding Raise awareness Evaluate objections Withhold arguments

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Workplace Etiquette Appearance and grooming A genuine smile Telephone skills

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Workplace Etiquette Appearance and grooming A genuine smile Telephone skills

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Social Etiquette First impressions Personal introductions Dining etiquette Misuse of mobile phones Inappropriate topics

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Productive Meetings Preparation Efficiency Technology

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Preparing for Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Leading and Participating Stay on track Follow the rules Promote participation Participate actively Close effectively

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Meeting Technology Virtual teams Virtual meetings Groupware Networks

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter in the Workplace Advantages –Information sharing –Project collaboration Disadvantages –Non-real time –Information delays

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Instant Messaging in the Workplace Basic chat Presence awareness Video capabilities Remote PC control Remote display Virtual agents

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Advantages of Instant Messaging Rapid response Reduced costs Conversation aspects Wide availability

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Disadvantages of Instant Messaging Technical issues –Security and privacy –User identification –Message logging –Incompatible systems

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Disadvantages of Instant Messaging Behavioral issues –Interruptions –Business vs. personal usage –Being out of the loop –Wasted time

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Effective Workplace IM Schedule usage Protect confidential information Avoid personal messages Minimize impromptu meetings Avoid long, complex messages

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Effective Workplace IM Train all personnel Avoid multiple conversations Minimize IM slang Maintain “spim” filters

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Shared Workspaces The virtual office –Resources and information –Built-in intelligence –Revision control –Presence awareness

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Virtual Meetings IM chat Teleconferencing Video-conferencing Web-based systems

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Improving Listening Skills Strengthens relationships Expedites product delivery Highlights opportunities Supports workforce diversity Builds foundation for trust Enhances performance

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Categories of Listening Content listening Critical listening Empathetic listening

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter The Listening Process Receiving Interpreting Remembering Evaluating Responding

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Barriers to Listening Physical elements Selective listening Short attention span Prejudgment Little common ground Memory barriers

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Nonverbal Communication Complement verbal communication Reveal the truth Convey information efficiently

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Categories of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space