©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 1
Communicating in
Communicating in
Teams and Mastering
Teams and Mastering
Listening and
Listening and
Nonverbal
Nonverbal
Communication Skills
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 2
Types of Workplace Teams
Types of Workplace Teams
Problem Solving
Problem Solving
Committees
Committees
Taskforces
Taskforces
Virtual Teams
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 3
Overview of Teams
Overview of Teams
Advantages
Information & knowledge
Diversity of views
Acceptance of solutions
Performance
Disadvantages
Groupthink
Hidden agendas
Free riders
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 4
Group Dynamics
Group Dynamics
Rules
Rules
Rules
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 5
Roles People Play in
Roles People Play in
Groups
Groups
•Controlling
•Withdrawing
•Attention Seeking
•Diverting
•Encouraging
•Harmonizing
•Compromising
•Initiating
•Information Seeking
•Coordinating
•Procedure Setting
Self-Oriented
Group-Maintenance
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 6
Team Decision Making
Team Decision Making
•
Orientation
•
Conflict
•
Brainstorming
•
Emergence
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 7
Effective
Teams
Collaborative Relationships
Effective
Teams
Collaborative Relationships
Clear PurposePurposeClear
Creative ThinkingThinkingCreative
Focused Efforts
Focused Efforts
Open
CommunicationCommunicationOpen
Conflict ResolutionResolutionConflict Consensus
Decision Making
Consensus Decision
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 8
Conflict in Teams
Conflict in Teams
Conflicting Goals
Conflicting Goals
Power Struggles
Power Struggles
Attitudes and Values
Attitudes and Values
Poor Communication
Poor Communication
Task Responsibilities
Task Responsibilities
Scarce Resources
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 9
Resolving Conflict
Resolving Conflict
Proaction
Communication
Openness
Research
Flexibility Fairness
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 10
Overcoming Resistance
Overcoming Resistance
•
Express understanding
•
Raise awareness
•
Evaluate objections
©
Prentice Hall , 2003
Business Communicat ion Today
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 12
Critiquing Writing
Critiquing Writing
•
Clear instructions
•
Purpose of the document
•
Correct factual material
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 13
Purpose
Purpose
Purpose
Purpose
PRODUCTIVE
MEETINGS
Participants
Participants
Participants
Participants
Agenda
Agenda
Agenda
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 14
Focus
Focus
Procedures
Procedures
Participation
Participation
Closing
Closing
Follow-Up
Follow-Up
Effective
Meetings
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 15
Critical
Critical
Listening
Listening
Content
Content
Listening
Listening
Empathetic
Empathetic
Listening
Listening
Three Types
Three Types
Of Listening
Of Listening
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 16
The Listening Process
The Listening Process
Interpreting
Interpreting RememberingRemembering Receiving
Receiving
Evaluating
Evaluating
Responding
Responding
Feedback
Message
Message
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 17
Barriers to Listening
Barriers to Listening
Barriers to Listening
Barriers to Listening
Self-Centeredness
Centeredness
Self-Centeredness
Centeredness
Prejudgment
Prejudgment
Prejudgment
Prejudgment
Selective
Selective
Listening
Listening
Selective
Selective
Listening
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 18
Honesty
Honesty
Honesty
Honesty
Reliability
Reliability
Reliability
Reliability
Efficiency
Efficiency
Efficiency
Efficiency
Nonverbal
Nonverbal
Communication
Communication
Nonverbal
Nonverbal
Communication
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 19
Types of Nonverbal
Types of Nonverbal
Communication
Communication
Facial
Facial
Expressions
Expressions
Gestures
Gestures
and Posture
and Posture
Touching
Touching
Behavior
Behavior
Personal
Personal
Appearance
Appearance
Use of
Use of
Time and Space
Time and Space
Vocal
Vocal
Characteristics
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 2 - 20
Maximizing Nonverbal
Maximizing Nonverbal
Communication Skills
Communication Skills
•
Smile genuinely
•
Be aware of false cues
•
Keep appropriate distance
•
Use touch carefully
•
Respect status
