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Mastering Interpersonal Communication

Mastering Interpersonal Communication. Problem-Solving. Task Forces. Committees. Communicating in Teams. Advantages. Disadvantages. Increased Information. Time Issues. Diversity of Views. Groupthink. Support for Solutions. Hidden Agendas. Improved Performance. Increased Costs.

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Mastering Interpersonal Communication

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  1. Mastering Interpersonal Communication

  2. Problem-Solving Task Forces Committees Communicating in Teams

  3. Advantages Disadvantages • Increased Information • Time Issues • Diversity of Views • Groupthink • Support for Solutions • Hidden Agendas • Improved Performance • Increased Costs Overview of Teams

  4. Effective Teams • Have a clear objective • Share a sense of purpose • Communicate openly and honestly • Reach decisions by consensus • Think in creative ways • Know how to resolve conflict

  5. Communication Issues Suspicion and Lack of Trust Waste Time and Money Generate Low-Quality Work Breed Frustration Ineffective Teams

  6. Clarify Processes Select Collaborators Avoid Group Writing Agree on Goals Ensure Compatibility Take Time to Bond Check Progress Often Clarify Responsibilities Collaborative Writing

  7. Content Management Wiki Site Groupware Shared Workspaces Writing Technologies

  8. Team Roles Team Development Conflict & Resistance Group Dynamics

  9. Self- Oriented Team- Maintenance Task- Oriented Controlling and Diverting Encouraging Initiating and Coordinating Withdrawing Harmonizing Seeking Information Seeking Attention Compromising Setting Procedures Assuming Team Roles

  10. General Framework Orientation 1 Conflict 2 Brainstorming 3 Emergence 4 Reinforcement 5 Phases of Team Evolution

  11. Constructive Win-Win Strategy Destructive Win-Lose or Lose-Lose Outcome Exposes Issues Diverts Energy Boosts Involvement Destroys Morale Generates Ideas Divides the Team Types of Team Conflict

  12. Proaction Fair Play Research Communication Alliance Flexibility Openness Resolving Team Conflict

  13. Express Understanding Uncover Resistance Evaluate Objections Withhold Arguments Overcoming Resistance

  14. Social Networks Virtual Communities Networking Technologies

  15. Preparation Efficiency Face-to-Face Meetings Virtual Meetings Technology Productive Meetings

  16. Purpose Participants Preparing for Meetings Time and Place Agenda

  17. Stay on Track Follow the Rules Invite Participation Participate Actively Close Effectively Leading and Participating

  18. Meeting Technologies • Virtual Teams • Virtual Meetings • Teleconferences • Videoconferences • Web-Based Systems

  19. Relationships Product Delivery Opportunities Diversity Effective Listening Skills

  20. Content Critical Active Empathic Types of Listening

  21. Message Receiving Decoding Remembering Responding Evaluating Feedback The Listening Process

  22. Barriers to Listening • Interruptions • Selective listening • Selective perception • Language or experience • Memory problems

  23. Support Words Weaken Words Replace Words Nonverbal Communication

  24. Facial Expressions Gestures and Posture Vocal Characteristics Personal Appearance Touching Behavior Time and Space Categories of Nonverbal Communication

  25. When Talking When Not Talking When Listening Using Nonverbal Communication Effectively

  26. The Workplace Social Settings Online Business Etiquette

  27. Personal Appearance Personal Grooming Personal Demeanor Telephone Skills Etiquette in the Workplace

  28. Appearance and Actions Personal Introductions Business Meals Mobile Phones Inappropriate Topics Etiquette in Social Settings

  29. Business Etiquette Online • Learn the basics of online etiquette • Avoid personal attacks • Stay focused on the original topic • Do not present opinions as facts • Follow grammar and spelling rules • Use virus protection

  30. Business Etiquette Online • Ask permission before IM chatting • Control language and emotions • Avoid multitasking and IM • Never assume privacy • Avoid “reply all” in email • Do not waste other people’s time

  31. Mastering Interpersonal Communication

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