KOMUNIKASI BISNIS OPENCOURSEWARE UNIVERSITAS PEMBANGUNAN JAYA Slide MGT310 PPT 2
Copyright © 2017 Pearson Education, Inc.
Excellence in
in
Business Communication
Communication
Business
Chapter 2
Collaboration, Interpersonal
Communication, and Business
Etiquette
Copyright © 2017 Pearson Education, Inc.
Learning Objectives
(1 of 3)
1. List the advantages and
disadvantages of working in teams,
describe the characteristics of
effective teams, and highlight four
key issues of group dynamics.
2. Offer guidelines for collaborative
communication, identify major
collaboration technologies, and
explain how to give constructive
feedback.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 3
Learning Objectives
(2 of 3)
3. List the key steps needed to
ensure productive team meetings.
4. Identify the major technologies
used to enhance or replace inperson meetings.
5. Identify three major modes of
listening, describe the listening
process, and explain the problem
of selective listening.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 4
Learning Objectives
(3 of 3)
6. Explain the importance of
nonverbal communication and
identify six major categories of
nonverbal expression.
7. Explain the importance of business
etiquette, and identify four key
areas in which good etiquette is
essential.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 5
Communicating Effectively
Effectively
Communicating
in Teams
Teams
in
(LO 1) List the advantages and
disadvantages of working in teams,
describe the characteristics of
effective teams, and highlight four key
issues of group dynamics.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 6
Advantages of Teams
Increased Information and
Knowledge
Increased Diversity of
Viewpoints
Increased Acceptance of
Solutions
Increased Levels of Performance
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 7
Disadvantages of
Teams
Groupthink
Pressure to Conform
Affects Decision
Quality
Hidden Agenda
Restricts Interaction
Limits Productivity
High Cost
Aligning Schedules
Copyright © 2017 Pearson Education, Inc.
Arranging Meetings
Chapter 2 - 8
Characteristics of
Effective Teams
Clear Objective
Shared Purpose
Full Engagement
Consensus
Decision Making
Creativity and
Technical Skills
Communication
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 9
Collaborating on
on
Collaborating
Communication Efforts
Efforts
Communication
(LO 2) Offer guidelines for
collaborative communication, identify
major collaboration technologies, and
explain how to give constructive
feedback.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 10
Guidelines for
Collaborative Writing
(1
of 2)
Select Collaborators Carefully
Agree on Goals Before You
Start
Give the Team Some Time to
Bond
Clarify Individual
Responsibilities
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 11
Guidelines for
Collaborative Writing
(2
of 2)
Establish Clear Group
Processes
Avoid Writing as a Group
Use Compatible Technologies
Seek Feedback from the Team
Often
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 12
Technologies for
Collaborative Writing
(1 of
2)
Content
Content
Management
Management
System
System
Wiki
Wiki
Copyright © 2017 Pearson Education, Inc.
Organized
Organized
Approach
Approach
Controlled Access
Access
Controlled
Flexible Approach
Approach
Flexible
Open Access
Access
Open
Chapter 2 - 13
Technologies for
Collaborative Writing
(2 of
2)
Groupware
Groupware
Shared
Shared
Workspaces
Workspaces
Copyright © 2017 Pearson Education, Inc.
Shared Knowledge
Knowledge
Shared
Cloud Computing
Computing
Cloud
Intranets
Intranets
Extranets
Extranets
Chapter 2 - 14
Unifed
Communication
Collaboration via Mobile
Devices
Voice and Video Calling
Voice and Video Conferencing
Instant Messaging
Real-Time Collaboration
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 15
Giving and Responding
to Constructive
Feedback
Offering Constructive Criticism
• Focus on the process and outcomes.
• Provide clear guidelines for improvement.
Receiving Constructive
Criticism
• Don’t get defensive or deny the feedback’s
validity.
• Use the feedback to improve the quality of
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 16
your work.
Making Your Meetings
Making
More Productive
Productive
More
(LO 3) List the key steps needed to
ensure productive team meetings.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 17
Preparing for Meetings
Careful Preparation and Planning
Tasks
• Clarify the purpose of your meeting.
• Select the participants for the
meeting.
• Choose the meeting’s time and
venue.
• Set and share the purpose of the
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 18
•
•
•
•
•
•
Conducting and
Contributing to
Efficient Meetings
Keep the discussion on track.
Follow agreed-upon rules.
Encourage everyone to participate.
Participate in an active way.
Use mobile devices respectfully.
Close the meeting effectively.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 19
Sample Meeting
Agenda
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 20
Putting Meeting Results
to Productive Use
•Problems and
and
•Problems
Opportunities
Opportunities
Written
Written
Meeting
Meeting
Minutes
Minutes
Copyright © 2017 Pearson Education, Inc.
•Action Items
Items Discussed
Discussed
•Action
•Key Decisions
Decisions Made
Made
•Key
•Important
•Important
Announcements
Announcements
•Responsibilities
•Responsibilities
Assigned
Assigned
Chapter 2 - 21
Using Meeting
Meeting
Using
Technologies
(LO 4) Identify the major technologies
used to enhance or replace in-person
meetings.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 22
Meeting Technologies
Instant
Messaging
Teleconferencing
Virtual
Meetings
Videoconferencin
g
Copyright © 2017 Pearson Education, Inc.
Web-Based
Meetings
Chapter 2 - 23
Virtual Meetings
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 24
Improving Your
Your Listening
Listening
Improving
Skills
(LO 5) Identify three major modes of
listening, describe the listening
process, and explain the problem of
selective listening.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 25
Recognizing Various
Types
of Listening
Content
Content
Critical
Critical
Empathic
Empathic
Active
Active
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 26
Understanding the
Listening Process
1. Receiving or Hearing the Message
2. Decoding or Assigning Meaning
3. Remembering for Future
Reference
4. Evaluating the Quality of
Information
5. Responding to the Message
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 27
Overcoming Barriers to
Effective Listening
•Selective Listening
•Selective Perception
•Language or Experience
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 28
Improving Your
Your Nonverbal
Nonverbal
Improving
Communication Skills
Skills
Communication
(LO 6) Explain the importance of
nonverbal communication and identify
six major categories of nonverbal
expression.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 29
Understanding
Nonverbal Signals in
Communication
Enhance
Enhance
Weaken
Weaken
Verbal Messages
Messages
Verbal
Replace
Replace
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 30
Six Important
Nonverbal Signals
Facial Expressions
Gestures and
Posture
Vocal
Characteristics
Personal
Appearance
Touching Behavior
Time and Space
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 31
Developing Your
Your
Developing
Business Etiquette
Etiquette
Business
(LO 7) Explain the importance of
business etiquette, and identify four
key areas in which good etiquette is
essential.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 32
Business Etiquette in
the Workplace
Nonverbal
Nonverbal Signals
Signals
Personal
Appearan
ce
Personal
Personal
Grooming
Grooming
Copyright © 2017 Pearson Education, Inc.
Phone
Skills
Chapter 2 - 33
Business Etiquette in
Social Settings
Meetin
g
Others
Busines
s Meals
• Representing Your
Company
• Introducing Yourself
• Introducing Other
• Observing
Dining
People
Etiquette
• Starting Polite
Conversations
• Choosing Appropriate
Topics
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 34
Business Etiquette
Online
(1 of 2)
Avoid personal attacks.
Focus on the original topic.
Don’t present opinions as facts.
Support facts with evidence.
Follow spelling and punctuation
rules.
• Maintain current antivirus
protection.
•
•
•
•
•
•
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 35
Business Etiquette
Online
(2 of 2)
• Control language and emotions.
• Avoid multitasking during
communication.
• Never assume you have privacy.
• Don’t abuse the “reply all” feature.
• Don’t waste other people’s time.
• Respect boundaries of time and
space.
•
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 36
Business Etiquette Using
Mobile Devices
•Personal Mobile Device
Habits
•Issues with Virtual
Assistants
•Expectations and Policies
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 37
All rights reserved. No part of this publication may be reproduced, stored in a
retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 38
Excellence in
in
Business Communication
Communication
Business
Chapter 2
Collaboration, Interpersonal
Communication, and Business
Etiquette
Copyright © 2017 Pearson Education, Inc.
Learning Objectives
(1 of 3)
1. List the advantages and
disadvantages of working in teams,
describe the characteristics of
effective teams, and highlight four
key issues of group dynamics.
2. Offer guidelines for collaborative
communication, identify major
collaboration technologies, and
explain how to give constructive
feedback.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 3
Learning Objectives
(2 of 3)
3. List the key steps needed to
ensure productive team meetings.
4. Identify the major technologies
used to enhance or replace inperson meetings.
5. Identify three major modes of
listening, describe the listening
process, and explain the problem
of selective listening.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 4
Learning Objectives
(3 of 3)
6. Explain the importance of
nonverbal communication and
identify six major categories of
nonverbal expression.
7. Explain the importance of business
etiquette, and identify four key
areas in which good etiquette is
essential.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 5
Communicating Effectively
Effectively
Communicating
in Teams
Teams
in
(LO 1) List the advantages and
disadvantages of working in teams,
describe the characteristics of
effective teams, and highlight four key
issues of group dynamics.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 6
Advantages of Teams
Increased Information and
Knowledge
Increased Diversity of
Viewpoints
Increased Acceptance of
Solutions
Increased Levels of Performance
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 7
Disadvantages of
Teams
Groupthink
Pressure to Conform
Affects Decision
Quality
Hidden Agenda
Restricts Interaction
Limits Productivity
High Cost
Aligning Schedules
Copyright © 2017 Pearson Education, Inc.
Arranging Meetings
Chapter 2 - 8
Characteristics of
Effective Teams
Clear Objective
Shared Purpose
Full Engagement
Consensus
Decision Making
Creativity and
Technical Skills
Communication
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 9
Collaborating on
on
Collaborating
Communication Efforts
Efforts
Communication
(LO 2) Offer guidelines for
collaborative communication, identify
major collaboration technologies, and
explain how to give constructive
feedback.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 10
Guidelines for
Collaborative Writing
(1
of 2)
Select Collaborators Carefully
Agree on Goals Before You
Start
Give the Team Some Time to
Bond
Clarify Individual
Responsibilities
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 11
Guidelines for
Collaborative Writing
(2
of 2)
Establish Clear Group
Processes
Avoid Writing as a Group
Use Compatible Technologies
Seek Feedback from the Team
Often
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 12
Technologies for
Collaborative Writing
(1 of
2)
Content
Content
Management
Management
System
System
Wiki
Wiki
Copyright © 2017 Pearson Education, Inc.
Organized
Organized
Approach
Approach
Controlled Access
Access
Controlled
Flexible Approach
Approach
Flexible
Open Access
Access
Open
Chapter 2 - 13
Technologies for
Collaborative Writing
(2 of
2)
Groupware
Groupware
Shared
Shared
Workspaces
Workspaces
Copyright © 2017 Pearson Education, Inc.
Shared Knowledge
Knowledge
Shared
Cloud Computing
Computing
Cloud
Intranets
Intranets
Extranets
Extranets
Chapter 2 - 14
Unifed
Communication
Collaboration via Mobile
Devices
Voice and Video Calling
Voice and Video Conferencing
Instant Messaging
Real-Time Collaboration
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 15
Giving and Responding
to Constructive
Feedback
Offering Constructive Criticism
• Focus on the process and outcomes.
• Provide clear guidelines for improvement.
Receiving Constructive
Criticism
• Don’t get defensive or deny the feedback’s
validity.
• Use the feedback to improve the quality of
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 16
your work.
Making Your Meetings
Making
More Productive
Productive
More
(LO 3) List the key steps needed to
ensure productive team meetings.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 17
Preparing for Meetings
Careful Preparation and Planning
Tasks
• Clarify the purpose of your meeting.
• Select the participants for the
meeting.
• Choose the meeting’s time and
venue.
• Set and share the purpose of the
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 18
•
•
•
•
•
•
Conducting and
Contributing to
Efficient Meetings
Keep the discussion on track.
Follow agreed-upon rules.
Encourage everyone to participate.
Participate in an active way.
Use mobile devices respectfully.
Close the meeting effectively.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 19
Sample Meeting
Agenda
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 20
Putting Meeting Results
to Productive Use
•Problems and
and
•Problems
Opportunities
Opportunities
Written
Written
Meeting
Meeting
Minutes
Minutes
Copyright © 2017 Pearson Education, Inc.
•Action Items
Items Discussed
Discussed
•Action
•Key Decisions
Decisions Made
Made
•Key
•Important
•Important
Announcements
Announcements
•Responsibilities
•Responsibilities
Assigned
Assigned
Chapter 2 - 21
Using Meeting
Meeting
Using
Technologies
(LO 4) Identify the major technologies
used to enhance or replace in-person
meetings.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 22
Meeting Technologies
Instant
Messaging
Teleconferencing
Virtual
Meetings
Videoconferencin
g
Copyright © 2017 Pearson Education, Inc.
Web-Based
Meetings
Chapter 2 - 23
Virtual Meetings
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 24
Improving Your
Your Listening
Listening
Improving
Skills
(LO 5) Identify three major modes of
listening, describe the listening
process, and explain the problem of
selective listening.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 25
Recognizing Various
Types
of Listening
Content
Content
Critical
Critical
Empathic
Empathic
Active
Active
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 26
Understanding the
Listening Process
1. Receiving or Hearing the Message
2. Decoding or Assigning Meaning
3. Remembering for Future
Reference
4. Evaluating the Quality of
Information
5. Responding to the Message
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 27
Overcoming Barriers to
Effective Listening
•Selective Listening
•Selective Perception
•Language or Experience
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 28
Improving Your
Your Nonverbal
Nonverbal
Improving
Communication Skills
Skills
Communication
(LO 6) Explain the importance of
nonverbal communication and identify
six major categories of nonverbal
expression.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 29
Understanding
Nonverbal Signals in
Communication
Enhance
Enhance
Weaken
Weaken
Verbal Messages
Messages
Verbal
Replace
Replace
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 30
Six Important
Nonverbal Signals
Facial Expressions
Gestures and
Posture
Vocal
Characteristics
Personal
Appearance
Touching Behavior
Time and Space
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 31
Developing Your
Your
Developing
Business Etiquette
Etiquette
Business
(LO 7) Explain the importance of
business etiquette, and identify four
key areas in which good etiquette is
essential.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 32
Business Etiquette in
the Workplace
Nonverbal
Nonverbal Signals
Signals
Personal
Appearan
ce
Personal
Personal
Grooming
Grooming
Copyright © 2017 Pearson Education, Inc.
Phone
Skills
Chapter 2 - 33
Business Etiquette in
Social Settings
Meetin
g
Others
Busines
s Meals
• Representing Your
Company
• Introducing Yourself
• Introducing Other
• Observing
Dining
People
Etiquette
• Starting Polite
Conversations
• Choosing Appropriate
Topics
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 34
Business Etiquette
Online
(1 of 2)
Avoid personal attacks.
Focus on the original topic.
Don’t present opinions as facts.
Support facts with evidence.
Follow spelling and punctuation
rules.
• Maintain current antivirus
protection.
•
•
•
•
•
•
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 35
Business Etiquette
Online
(2 of 2)
• Control language and emotions.
• Avoid multitasking during
communication.
• Never assume you have privacy.
• Don’t abuse the “reply all” feature.
• Don’t waste other people’s time.
• Respect boundaries of time and
space.
•
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 36
Business Etiquette Using
Mobile Devices
•Personal Mobile Device
Habits
•Issues with Virtual
Assistants
•Expectations and Policies
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 37
All rights reserved. No part of this publication may be reproduced, stored in a
retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.
Copyright © 2017 Pearson Education, Inc.
Chapter 2 - 38