1. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 1 Communicating in Teams and Mastering Listening and Nonverbal Communication

2. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 2 Improving Your Performance in Teams Formal –Permanent committees Informal –Task forces and problem-solving teams

3. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 3 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

4. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 4 Team Communication Select members carefully Agree on project goals Take time to bond Clarify individual responsibilities

5. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 5 Team Communication Set clear processes Select tools and techniques Avoid group writing Check progress often

6. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 6 Group Dynamics Team roles Group norms Team identity

7. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 7 Assuming Team Roles Self-oriented Team-maintenance Task-facilitating

8. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 8 Team Decision Making Orientation Conflict Brainstorming Emergence Reinforcement

9. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 9 Team Conflict Scarce resources Task responsibilities Poor communication Attitudes and values Power struggles Conflicting goals

10. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 10 Types of Conflict Constructive –Exposes issues –Boosts involvement –Generates ideas Destructive –Diverts energy –Destroys morale –Divides the team

11. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 11 Resolving Conflict Proaction Communication Openness Research Flexibility Fair play Alliance

12. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 12 Overcoming Resistance Express understanding Raise awareness Evaluate objections Withhold arguments

13. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 13 Workplace Etiquette Appearance and grooming A genuine smile Telephone skills

14. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 14 Workplace Etiquette Appearance and grooming A genuine smile Telephone skills

15. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 15 Social Etiquette First impressions Personal introductions Dining etiquette Misuse of mobile phones Inappropriate topics

16. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 16 Productive Meetings Preparation Efficiency Technology

17. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 17 Preparing for Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda

18. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 18 Leading and Participating Stay on track Follow the rules Promote participation Participate actively Close effectively

19. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 19 Meeting Technology Virtual teams Virtual meetings Groupware Networks

20. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 20 E-Mail in the Workplace Advantages –Information sharing –Project collaboration Disadvantages –Non-real time –Information delays

21. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 21 Instant Messaging in the Workplace Basic chat Presence awareness Video capabilities Remote PC control Remote display Virtual agents

22. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 22 Advantages of Instant Messaging Rapid response Reduced costs Conversation aspects Wide availability

23. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 23 Disadvantages of Instant Messaging Technical issues –Security and privacy –User identification –Message logging –Incompatible systems

24. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 24 Disadvantages of Instant Messaging Behavioral issues –Interruptions –Business vs. personal usage –Being out of the loop –Wasted time

25. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 25 Effective Workplace IM Schedule usage Protect confidential information Avoid personal messages Minimize impromptu meetings Avoid long, complex messages

26. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 26 Effective Workplace IM Train all personnel Avoid multiple conversations Minimize IM slang Maintain “spim” filters

27. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 27 Shared Workspaces The virtual office –Resources and information –Built-in intelligence –Revision control –Presence awareness

28. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 28 Virtual Meetings IM chat Teleconferencing Video-conferencing Web-based systems

29. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 29 Improving Listening Skills Strengthens relationships Expedites product delivery Highlights opportunities Supports workforce diversity Builds foundation for trust Enhances performance

30. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 30 Categories of Listening Content listening Critical listening Empathetic listening

31. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 31 The Listening Process Receiving Interpreting Remembering Evaluating Responding

32. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 32 Barriers to Listening Physical elements Selective listening Short attention span Prejudgment Little common ground Memory barriers

33. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 33 Nonverbal Communication Complement verbal communication Reveal the truth Convey information efficiently

34. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 2 - 34 Categories of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space