BusCom02.ppt 323KB Mar 29 2010 04:55:17 AM
Communicating in
Teams and Mastering
Listening and
Nonverbal
Communication Skills
©
Business Communicat
Chapter 2 - 1
Types of Workplace Teams
Problem Solving
Taskforces
Committees
Virtual Teams
©
Business Communicat
Chapter 2 - 2
Overview of Teams
Advantages
Information
Diversity
& knowledge
of views
Acceptance
of solutions
Performance
©
Disadvantages
Groupthink
Hidden
agendas
Free
riders
High
costs
Business Communicat
Chapter 2 - 3
Group Dynamics
Rules
©
Norms
Business Communicat
Identity
Chapter 2 - 4
Roles People Play in
Groups
SelfOriented
GroupMaintenance
TaskFacilitating
•Controlling
•Encouraging
•Initiating
•Withdrawing
•Harmonizing
•Information Seeking
•Attention Seeking
•Compromising
•Coordinating
•Diverting
©
•Procedure Setting
Business Communicat
Chapter 2 - 5
Team Decision Making
• Orientation
• Conflict
• Brainstorming
• Emergence
• Reinforcement
©
Business Communicat
Chapter 2 - 6
Clear
Clear
Purpose
Purpose
Effective
Effective
Teams
Teams
Consensus
Consensus
Decision
Decision
Making
Making
Creative
Creative
Thinking
Thinking
Focused
Focused
Efforts
Efforts
©
Open
Open
Communication
Communication
Collaborative
Collaborative
Relationships
Relationships
Business Communicat
Conflict
Conflict
Resolution
Resolution
Chapter 2 - 7
Conflict in Teams
Scarce
ScarceResources
Resources
Task
TaskResponsibilities
Responsibilities
Poor
Poor Communication
Communication
Attitudes
Attitudesand
and Values
Values
Power
PowerStruggles
Struggles
Conflicting
Conflicting Goals
Goals
©
Business Communicat
Chapter 2 - 8
Resolving Conflict
Proaction
Fairness
Research
Communication
Alliance
Flexibility
Openness
©
Business Communicat
Chapter 2 - 9
Overcoming Resistance
• Express understanding
• Raise awareness
• Evaluate objections
• Withhold arguments
©
Business Communicat
Chapter 2 -
Team
Members
Strong
Leadership
Applied
Technology
Collaborative
Writing
Compatible
Technology
Clear
Goals
Solid
Commitment
Prompt
Action
©
Cooperation
Clear
Responsibility
Business Communicat
Chapter 2 -
Critiquing Writing
• Clear instructions
• Purpose of the document
• Correct factual material
• Unambiguous language
©
Business Communicat
Chapter 2 -
Purpose
Participants
PRODUCTIVE
MEETINGS
Agenda
©
Location
Business Communicat
Chapter 2 -
Focus
Procedures
Effective
Meetings
Participation
Closing
Follow-Up
©
Business Communicat
Chapter 2 -
Three Types
Of Listening
Content
Listening
Critical
Listening
Purpose and Feedback
©
Empathetic
Listening
Business Communicat
Chapter 2 -
The Listening Process
Message
Receiving
Interpreting
Remembering
Feedback
Message
Responding
Evaluating
Message
©
Business Communicat
Chapter 2 -
Barriers to Listening
Prejudgment
SelfCenteredness
Selective
Listening
©
Business Communicat
Chapter 2 -
Nonverbal
Communication
Honesty
Reliability
Efficiency
©
Business Communicat
Chapter 2 -
Types of Nonverbal
Communication
©
Facial
Expressions
Gestures
and Posture
Use of
Time and Space
Vocal
Characteristics
Touching
Behavior
Personal
Appearance
Business Communicat
Chapter 2 -
Maximizing Nonverbal
Communication Skills
• Smile genuinely
• Be aware of false cues
• Keep appropriate distance
• Use touch carefully
• Respect status
• Shake hands appropriately
©
Business Communicat
Chapter 2 -
Teams and Mastering
Listening and
Nonverbal
Communication Skills
©
Business Communicat
Chapter 2 - 1
Types of Workplace Teams
Problem Solving
Taskforces
Committees
Virtual Teams
©
Business Communicat
Chapter 2 - 2
Overview of Teams
Advantages
Information
Diversity
& knowledge
of views
Acceptance
of solutions
Performance
©
Disadvantages
Groupthink
Hidden
agendas
Free
riders
High
costs
Business Communicat
Chapter 2 - 3
Group Dynamics
Rules
©
Norms
Business Communicat
Identity
Chapter 2 - 4
Roles People Play in
Groups
SelfOriented
GroupMaintenance
TaskFacilitating
•Controlling
•Encouraging
•Initiating
•Withdrawing
•Harmonizing
•Information Seeking
•Attention Seeking
•Compromising
•Coordinating
•Diverting
©
•Procedure Setting
Business Communicat
Chapter 2 - 5
Team Decision Making
• Orientation
• Conflict
• Brainstorming
• Emergence
• Reinforcement
©
Business Communicat
Chapter 2 - 6
Clear
Clear
Purpose
Purpose
Effective
Effective
Teams
Teams
Consensus
Consensus
Decision
Decision
Making
Making
Creative
Creative
Thinking
Thinking
Focused
Focused
Efforts
Efforts
©
Open
Open
Communication
Communication
Collaborative
Collaborative
Relationships
Relationships
Business Communicat
Conflict
Conflict
Resolution
Resolution
Chapter 2 - 7
Conflict in Teams
Scarce
ScarceResources
Resources
Task
TaskResponsibilities
Responsibilities
Poor
Poor Communication
Communication
Attitudes
Attitudesand
and Values
Values
Power
PowerStruggles
Struggles
Conflicting
Conflicting Goals
Goals
©
Business Communicat
Chapter 2 - 8
Resolving Conflict
Proaction
Fairness
Research
Communication
Alliance
Flexibility
Openness
©
Business Communicat
Chapter 2 - 9
Overcoming Resistance
• Express understanding
• Raise awareness
• Evaluate objections
• Withhold arguments
©
Business Communicat
Chapter 2 -
Team
Members
Strong
Leadership
Applied
Technology
Collaborative
Writing
Compatible
Technology
Clear
Goals
Solid
Commitment
Prompt
Action
©
Cooperation
Clear
Responsibility
Business Communicat
Chapter 2 -
Critiquing Writing
• Clear instructions
• Purpose of the document
• Correct factual material
• Unambiguous language
©
Business Communicat
Chapter 2 -
Purpose
Participants
PRODUCTIVE
MEETINGS
Agenda
©
Location
Business Communicat
Chapter 2 -
Focus
Procedures
Effective
Meetings
Participation
Closing
Follow-Up
©
Business Communicat
Chapter 2 -
Three Types
Of Listening
Content
Listening
Critical
Listening
Purpose and Feedback
©
Empathetic
Listening
Business Communicat
Chapter 2 -
The Listening Process
Message
Receiving
Interpreting
Remembering
Feedback
Message
Responding
Evaluating
Message
©
Business Communicat
Chapter 2 -
Barriers to Listening
Prejudgment
SelfCenteredness
Selective
Listening
©
Business Communicat
Chapter 2 -
Nonverbal
Communication
Honesty
Reliability
Efficiency
©
Business Communicat
Chapter 2 -
Types of Nonverbal
Communication
©
Facial
Expressions
Gestures
and Posture
Use of
Time and Space
Vocal
Characteristics
Touching
Behavior
Personal
Appearance
Business Communicat
Chapter 2 -
Maximizing Nonverbal
Communication Skills
• Smile genuinely
• Be aware of false cues
• Keep appropriate distance
• Use touch carefully
• Respect status
• Shake hands appropriately
©
Business Communicat
Chapter 2 -