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chapter 13

Interpersonal Communication. The verbal and nonverbal interactions that occur in both one-on-one and small-group settings. Communication Climate. Represents the quality of relationships that exist within an organizationReflects workers' perceptions of whether the organization trusts, values, and respects employeesDetermines success in business.

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chapter 13

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    1. Chapter 13 Interpersonal Communication and Teamwork

    2. Interpersonal Communication The verbal and nonverbal interactions that occur in both one-on-one and small-group settings

    3. Communication Climate Represents the quality of relationships that exist within an organization Reflects workers perceptions of whether the organization trusts, values, and respects employees Determines success in business

    4. Positive Relationships Are built over time Require ongoing maintenance Include trust and respect as key elements

    5. Conversation Process Greeting Introduction Exchange Summary Closing

    6. Communication Styles Passive gives priority to the rights of others Aggressive risks disregarding the rights and feelings of others Assertive respects the rights and feelings of others and stands up for the senders rights

    7. Keys to Successful Face-to-Face Conversations Carefully choose the location. Minimize interruptions. Speak effectively. Choose appropriate language.

    8. More Keys to Successful Face-to-Face Conversations Send clear, appropriate nonverbal cues. Ask questions. Accommodate diversity. Listen with your ears and eyes.

    9. Questions Closed-ended question designed to produce a one- or two-word answer Open-ended question requires a longer answer and promotes a dialogue

    10. Keys for Successful Telephone Conversations Use equipment and system properly. Be businesslike. Be considerate.

    11. Keys for Successful Social Business Conversations Practice basic social conversation rules. Choose appropriate topics. Observe social business etiquette.

    12. Relationship Repair Apologize. Acknowledge playing a part in the failure. Engage in positive actions. Let go of the problem.

    13. Feedback Communication to a person or team of people regarding the effect of their behavior on another person, the organization, the customer, or the team

    14. Positive Feedback Is specific Is well timed; give as closely to the event as possible Is sometimes overlooked Fosters more of the appreciated action

    15. Constructive Feedback Is not criticism Helps people understand where they are in relation to expectations Should be delivered without fear of negative response Should be accepted with an open mind

    16. Giving Constructive Feedback Be sure you have the authority to critique the receiver. Have clear expectations. Address one relevant concern at a time. Check your facts. Provide feedback privately and calmly, preferably face-to-face. Be specific and helpful.

    17. Giving Constructive Feedback Use the you-viewpoint. Ensure feedback in one area does not cloud judgments of other areas. Accept partial responsibility, if appropriate. Be aware of verbal and nonverbal cues. Allow the receiver time to process and respond.

    18. Receiving Constructive Feedback Accept the feedback. Seek more information.

    19. Conflict Arises from differences in Personalities Goals or expectations Values or beliefs Circumstances Facts May be constructive or destructive

    20. Four Responses to Conflict Accommodate Compromise Overpower Collaborate

    21. Techniques for Handling Conflict Act promptly. Schedule a meeting. Use active listening. Communicate honestly.

    22. Techniques for Handling Conflict Focus on the problem, not the person. Brainstorm solutions. Formalize the solution. Implement the solution and set a date for follow-up.

    23. Types of Teams Self-managed Process-improvement Cross-functional Virtual

    24. Conditions for Effective Teams Communication must be open and honest. The team must be cohesive. Growth should be fostered. Accomplishments must be recognized.

    25. Keys for Effective Small Group Meeting Leadership Determine the purpose of the group. Determine the purpose of each meeting. Plan the meeting agenda. Select and prepare the meeting facility.

    26. Keys for Effective Small Group Meeting Leadership Lead the group discussion. Encourage appropriate participation. Be time conscious. Resolve group conflicts. Maintain appropriate records.

    27. Meeting Minutes May Include: Committee or organization name Date, time, and location of meeting List of those who attended Reference to approval of last meetings minutes Chronological record of the meeting Time of adjournment Signature of the secretary and/or chairperson

    28. Keys for Meeting Participation Prepare to participate. Participate appropriately. Listen effectively. Take thorough notes. Be courteous.

    29. Virtual Teams and Technology E-mail and groupware Audio conferencing Videoconferencing Web-assisted technologies Electronic meetings

    30. The Team Writing Process Plan Draft Finalize

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