Slide MGT310 Slide03 04

Communicating
in Teams and Mastering
Listening and
Nonverbal
Communication Skills

© Prentice
Hall

Business Communication Today, 9e

Chapter 2 - 1

Improving Your
Performance in Teams
• Team
– Two or more people
– Share mission/responsibility
– Working toward a goal

• Formal

– Committees

• Informal
– Task forces and problem-solving teams

© Prentice Hall

Business Communication Today, 9e

Chapter 2 - 2

Overview of Teams
Advantages

Disadvantages

•Increased information

•Groupthink

•Diversity of views

•Hidden agendas

•Accepting solutions

•Free riders

•Performance levels

•High costs

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Business Communication Today, 9e

Chapter 2 - 3

Characteristics of Effective
Teams

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Clear objective
Sense of purpose
Open communication
Consensus decision making
Creative thinking
Conflict resolution

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Business Communication Today, 9e

Chapter 2 - 4

Collaborative Writing
Guidelines
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•

Select members carefully
Agree on project goals
Take time to bond
Clarify individual responsibilities

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Business Communication Today, 9e

Chapter 2 - 5

Collaborative Writing
Guidelines

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Set clear processes
Avoid group writing
Ensure compatibility
Check progress often

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Business Communication Today, 9e

Chapter 2 - 6

Collaborative Writing
Technologies
• Websites more control
– Organization

– Workflow
– Content

• Wikis more flexibility
– Organization
– Workflow
– Content
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Business Communication Today, 9e

Chapter 2 - 7

Group Dynamics
• Roles that team members assume
• Phase of team development
• Success in resolving conflict
• Success in overcoming resistance

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Chapter 2 - 8

Assuming Team Roles
• Self-oriented
– Controlling, withdrawing, diverting, seeking attention

• Team-maintenance
– Encouraging, harmonizing, compromising

• Task-oriented
– Initiating, information giving or seeking, coordinating,
procedure setting

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Business Communication Today, 9e

Chapter 2 - 9

Team Evolution
• Orientation
• Conflict
• Brainstorming
• Emergence
• Reinforcement

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Chapter 2 - 10

Sources of Team Conflict
• Scarce resources
• Task responsibilities
• Incompatible ideas
• Poor communication

• Attitudes and values
• Power struggles
• Conflicting goals
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Business Communication Today, 9e

Chapter 2 - 11

Types of Conflict
• Constructive (win-win)
– Exposes issues
– Boosts involvement
– Generates ideas

• Destructive (win-lose, or lose-lose)
– Diverts energy
– Destroys morale
– Divides the team
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Business Communication Today, 9e

Chapter 2 - 12

Resolving Conflict
• Proaction
• Communication
• Openness
• Research
• Flexibility
• Fair play
• Alliance
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Chapter 2 - 13

Overcoming Resistance

• Express understanding
• Bring resistance into the open
• Evaluate objections fairly
• Withhold arguments

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Chapter 2 - 14

Etiquette in Team
Settings
• In the workplace
• In social settings

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Chapter 2 - 15

Workplace Etiquette
• Appearance and grooming
• A genuine smile
• Telephone skills

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Chapter 2 - 16

Etiquette in Social
Settings
• First impressions
• Personal introductions
• Dining etiquette
• Misuse of mobile phones
• Inappropriate topics

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Business Communication Today, 9e

Chapter 2 - 17

Productive Meetings
• Preparation
• Efficiency
• Technology

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Chapter 2 - 18

Preparing for Meetings
• Decide on the purpose
• Select participants
• Choose the location
• Set and follow an agenda

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Chapter 2 - 19

Leading and
Participating
• Stay on track
• Follow the rules
• Promote participation
• Participate actively
• Close effectively

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Business Communication Today, 9e

Chapter 2 - 20

Meeting Technologies
• Virtual teams
• Virtual meetings
• Groupware

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Chapter 2 - 21

Improving Listening
Skills
• Strengthen relationships
• Expedite product delivery
• Highlight opportunities
• Support workplace diversity
• Build foundation for trust
• Enhance performance
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Business Communication Today, 9e

Chapter 2 - 22

Types of Listening
• Content listening
• Critical listening
• Empathetic listening
• Active listening

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Chapter 2 - 23

The Listening Process
• Receiving
• Decoding
• Remembering
• Evaluating
• Responding

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Chapter 2 - 24

Barriers to Listening
• Physical elements
• Selective listening
• Short attention span
• Prejudgment and defensiveness
• Little common ground
• Memory barriers
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Business Communication Today, 9e

Chapter 2 - 25

Nonverbal
Communication
• Complement verbal communication
• Reveal the truth
• Convey information efficiently

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Business Communication Today, 9e

Chapter 2 - 26

Recognizing Nonverbal
Communication
• Facial expressions
• Gestures and posture
• Vocal characteristics
• Personal appearance
• Touching behavior
• Use of time and space
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Business Communication Today, 9e

Chapter 2 - 27

Maximizing Nonverbal
Communication Skills
• Note facial expressions
• Watch gestures and postures
• Listen for vocal characteristics
• Recognize physical appearance
• Be careful with physical contact
• Observe use of time and space
© Prentice Hall

Business Communication Today, 9e

Chapter 2 - 28