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

2. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 2 Types of Workplace Teams Problem Solving Committees Taskforces 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 Group Dynamics RulesRulesIdentityIdentityNormsNorms

5. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 5 Roles People Play in Groups Controlling Withdrawing Attention Seeking Diverting Encouraging Harmonizing Compromising Initiating Information Seeking Coordinating Procedure Setting Self- Oriented Group- Maintenance Task- Facilitating

6. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 6 Team Decision Making Orientation Conflict Brainstorming Emergence Reinforcement

7. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 7 Effective Teams Collaborative Relationships Effective Teams Collaborative Relationships Clear Purpose Clear Purpose Creative Thinking Creative Thinking Focused Efforts Focused Efforts Open Communication Open Communication Conflict Resolution Conflict Resolution Consensus Decision Making Consensus Decision Making

8. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 8 Conflict in Teams Conflicting Goals Power Struggles Attitudes and Values Poor Communication Task Responsibilities Scarce Resources

9. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 9 Resolving Conflict Proaction Communication Openness Research Flexibility Fairness Alliance

10. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 10 Overcoming Resistance Express understanding Raise awareness Evaluate objections Withhold arguments

11. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 11 Cooperation Strong Leadership Strong Leadership Team Members Team Members CollaborativeWriting Prompt Action Prompt Action Applied Technology Applied Technology Clear Goals Clear Goals Compatible Technology Compatible Technology Solid Commitment Solid Commitment Clear Responsibility Clear Responsibility

12. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 12 Critiquing Writing Clear instructions Purpose of the document Correct factual material Unambiguous language

13. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 13 Purpose PRODUCTIVE MEETINGS Participants AgendaLocation

14. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 14 Focus Procedures Participation Closing Follow-Up Effective Meetings

15. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 15 CriticalListening ContentListening EmpatheticListening Three Types Of Listening Purpose and Feedback

16. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 16 The Listening Process InterpretingRememberingReceiving EvaluatingResponding Feedback Message

17. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 17 Barriers to Listening Self-CenterednessSelf-CenterednessPrejudgmentPrejudgment SelectiveListening(Out-Listening)SelectiveListening(Out-Listening)

18. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 18 HonestyHonestyReliabilityReliability EfficiencyEfficiency Nonverbal Communication

19. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 19 Types of Nonverbal Communication FacialExpressions(eyes)Gestures and Posture TouchingBehaviorPersonalAppearance Use of Time and Space VocalCharacteristics

20. © Prentice Hall, 2003 Business Communication TodayChapter 2 - 20 Maximizing Nonverbal Communication Skills Smile genuinely Be aware of false cues Keep appropriate distance Use touch carefully Respect status Shake hands appropriately