Communicating in Teams and Mastering Listening and Nonverbal Communication

1. Communicating in Teams and Mastering Listening and Nonverbal Communication Excellence in Business Communication, 7e

2. Improving Your Performance in Teams • Formal • Permanent committees • Informal • Task forces and problem-solving teams Excellence in Business Communication, 7e

3. Overview of Teams Advantages Disadvantages • Increased information • Broad knowledge base • Diversity of views • Acceptance of solutions • Performance levels • Groupthink • Peer pressure • Hidden agendas • Free riders • High costs Excellence in Business Communication, 7e

4. Team Communication • Select members carefully • Agree on project goals • Take time to bond • Clarify individual responsibilities Excellence in Business Communication, 7e

5. Team Communication • Set clear processes • Select tools and techniques • Avoid group writing • Check progress often Excellence in Business Communication, 7e

6. Group Dynamics • Team roles • Group norms • Team identity Excellence in Business Communication, 7e

7. Assuming Team Roles • Self-oriented • Team-maintenance • Task-facilitating Excellence in Business Communication, 7e

8. Team Decision Making • Orientation • Conflict • Brainstorming • Emergence • Reinforcement Excellence in Business Communication, 7e

9. Team Conflict • Scarce resources • Task responsibilities • Poor communication • Attitudes and values • Power struggles • Conflicting goals Excellence in Business Communication, 7e

10. Types of Conflict • Constructive • Exposes issues • Boosts involvement • Generates ideas • Destructive • Diverts energy • Destroys morale • Divides the team Excellence in Business Communication, 7e

11. Resolving Conflict • Proaction • Communication • Openness • Research • Flexibility • Fair play • Alliance Excellence in Business Communication, 7e

12. Overcoming Resistance • Express understanding • Raise awareness • Evaluate objections • Withhold arguments Excellence in Business Communication, 7e

13. Workplace Etiquette • Appearance and grooming • A genuine smile • Telephone skills Excellence in Business Communication, 7e

14. Workplace Etiquette • Appearance and grooming • A genuine smile • Telephone skills Excellence in Business Communication, 7e

15. Social Etiquette • First impressions • Personal introductions • Dining etiquette • Misuse of mobile phones • Inappropriate topics Excellence in Business Communication, 7e

16. Productive Meetings • Preparation • Efficiency • Technology Excellence in Business Communication, 7e

17. Preparing for Meetings • Decide on the purpose • Select participants • Choose the location • Set and follow an agenda Excellence in Business Communication, 7e

18. Leading and Participating • Stay on track • Follow the rules • Promote participation • Participate actively • Close effectively Excellence in Business Communication, 7e

19. Meeting Technology • Virtual teams • Virtual meetings • Groupware • Networks Excellence in Business Communication, 7e

20. E-Mail in the Workplace • Advantages • Information sharing • Project collaboration • Disadvantages • Non-real time • Information delays Excellence in Business Communication, 7e

21. Instant Messaging in the Workplace • Basic chat • Presence awareness • Video capabilities • Remote PC control • Remote display • Virtual agents Excellence in Business Communication, 7e

22. Advantages of Instant Messaging • Rapid response • Reduced costs • Conversation aspects • Wide availability Excellence in Business Communication, 7e

23. Disadvantages of Instant Messaging • Technical issues • Security and privacy • User identification • Message logging • Incompatible systems Excellence in Business Communication, 7e

24. Disadvantages of Instant Messaging • Behavioral issues • Interruptions • Business vs. personal usage • Being out of the loop • Wasted time Excellence in Business Communication, 7e

25. Effective Workplace IM • Schedule usage • Protect confidential information • Avoid personal messages • Minimize impromptu meetings • Avoid long, complex messages Excellence in Business Communication, 7e

26. Effective Workplace IM • Train all personnel • Avoid multiple conversations • Minimize IM slang • Maintain “spim” filters Excellence in Business Communication, 7e

27. Shared Workspaces • The virtual office • Resources and information • Built-in intelligence • Revision control • Presence awareness Excellence in Business Communication, 7e

28. Virtual Meetings • IM chat • Teleconferencing • Video-conferencing • Web-based systems Excellence in Business Communication, 7e

29. Improving Listening Skills • Strengthens relationships • Expedites product delivery • Highlights opportunities • Supports workforce diversity • Builds foundation for trust • Enhances performance Excellence in Business Communication, 7e

30. Categories of Listening • Content listening • Critical listening • Empathetic listening Excellence in Business Communication, 7e

31. The Listening Process • Receiving • Interpreting • Remembering • Evaluating • Responding Excellence in Business Communication, 7e

32. Barriers to Listening • Physical elements • Selective listening • Short attention span • Prejudgment • Little common ground • Memory barriers Excellence in Business Communication, 7e

33. Nonverbal Communication • Complement verbal communication • Reveal the truth • Convey information efficiently Excellence in Business Communication, 7e

34. Categories of Nonverbal Communication • Facial expressions • Gestures and posture • Vocal characteristics • Personal appearance • Touching behavior • Use of time and space Excellence in Business Communication, 7e