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2.1
Chapter 2
Communicating in Teams:
Collaboration, Listening,
Nonverbal, and Meeting Skills
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.2
Chapter 2 Objectives
 Highlight the advantages and
disadvantages of using teams.
 Identify characteristics of effective
teams.
 Discuss tasks involved in preparing
team messages, and discuss the
nine guidelines for improvement.
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.3
Chapter 2 Objectives
continued
 Describe the listening process
and three barriers to listening.
 Explain why nonverbal
communication is so important.
 Explain how you can improve
meeting productivity through
preparation, leadership and
participation.
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.4
Working in Teams
 A team is a unit of two or more people
who work together to achieve a goal.
 Team members




Have a shared mission and are collectively
responsible
Are responsible for reports, oral
presentations, and meetings
Must communicate effectively inside and
outside the team
Are involved in participative management
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Advantages and
Disadvantages of Teams
ADVANTAGES
 Increased information and knowledge
 Increased diversity of views
 Increased acceptance of a solution
DISADVANTAGES
 Can be unproductive, frustrating, or
counterproductive
 Can develop groupthink
 Can be derailed by hidden agendas
 Can encourage free riders
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.5
Group Dynamics
and Team Roles
 Group dynamics are the interactions and
processes that take place in a team.
 Team members can play various roles:
 Self-oriented roles
 Team-maintenance roles
 Task-facilitating roles
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.6
2.7
Stages of Team Development
 Forming
 Storming
 Norming
 Performing
 Adjourning
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Developing an
Effective Team
Clear sense of purpose
Open, honest communication
Decision by consensus
Creative thinking
Focused on core issues
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.8
2.9
Understanding Conflict
 Conflict can be constructive or destructive.
 Conflict can arise for many reasons.
 Some reasons for team conflict:
 Competing for scarce resources
 Disagreeing over task responsibility
 Communicating poorly
 Differing values, attitudes or personalities
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.10
Resolving Conflict
 Proaction
 Communication
 Openness
 Research
 Flexibility
 Fair Play
 Alliance
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.11
Overcoming Resistance
 Express understanding.
 Make people aware of their resistance.
 Evaluate others’ objections fairly.
 Hold your arguments until the other
person is ready.
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Collaborative
Messages
2.12
 Collaborative messages are team messages that
involve working with other writers to produce a
single document or presentation.
 Technology can help team members collaborate on
messages:
 Videoconferencing allows people in several
locations to “meet” via video and audio links.
 Groupware (electronic meeting systems) allows
videoconference participants to type messages
anonymously and cuts down on chitchat.
 Web technology offers large-scale work spaces
in the Internet for online discussions,
videoconferencing, and data sharing.
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.13
Speaking with Team Members
 People would rather talk to each other because
talking
 Takes less time
 Needs no composing, keyboarding, rewriting,
duplicating, or distributing
 Provides the opportunity for feedback
 Talking can be a problem because
 We tend to do it without much thought
 A casual approach can be a problem in
business
 It provides far less opportunity for revision
than writing does
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.14
Speaking with Team Members
 To improve your speaking skills,
 Be more aware of using speech to
accomplish your objectives in a business
context
 Break the habit of talking spontaneously
 Plan out your purpose and your main idea to
fit your audience before speaking
 Edit your remarks mentally
 Focus on your audience
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.15
Listening
 We tend to take listening for granted, but
few of us are very good listeners.
 Good listening has several advantages:
 It keeps you informed and up to date.
 It gives you an edge and increases your
impact when you speak.
 It strengthens organizational
relationships.
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.16
Listening
 Speak at a rate of 150 wpm, listen at 400
wpm.
 In general, people listen at or below a 25
percent efficiency rate:
 Remembering only about half of what
has been said in a 10-minute
conversation
 Forgetting half of that within 48 hours
 Mixing up the facts when questioned
about material they’ve just heard
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.17
Listening
 Listening involves five related activities:
 Receiving
 Interpreting
 Remembering
 Evaluating
 Responding
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.18
Listening
 Match listening style to the speaker’s
purpose:
 Content listening helps you
understand and retain the speaker’s
message.
 Critical listening helps you understand
and evaluate the meaning of the
speaker’s message.
 Empathic listening helps you
understand the speaker’s feelings,
needs, and wants.
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.19
Listening
 Good listeners recognize and overcome
barriers such as
 Prejudgment
 Self-centeredness
 Selective listening (out-listening)
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Some Types of
Nonverbal Communication
Facial
Expression
Touching
Behavior
Gestures
and
Postures
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.20
2.21
Nonverbal Communication
 Nonverbal communication can be
grouped into six general categories:
 Facial expression
 Gesture and posture
 Vocal characteristics
 Personal appearance
 Touching behavior
 Use of time, distance, & territoriality
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.22
Spatial Language
 Intimate Zone – 0 – 18”
 Personal Zone – 18” – 4 feet
 Social Zone – 4 – 12 feet
 Public Zone - >12 feet
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.23
Preparing for Meetings
 Decide on the purpose.
 Select participants whose presence is
essential.
 Choose an appropriate location.
 Set and follow an agenda.
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Conducting and
Participating in Meetings
 Keep the meeting on track.
 Follow parliamentary procedure.
 Encourage participation.
 Close and follow up.
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
2.24
Let’s
Discuss
Test Your
Knowledge
 What are three ways in which an
2.25
organization’s decision-making can
benefit from teams?
 What are the main activities that make
up the listening process?
 In what six ways can an individual
communicate nonverbally?
 What questions should an effective
agenda answer?
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Let’s
Discuss
Test Your
Knowledge
2.26
continued
 How do self-oriented team roles differ
from team-maintenance roles and taskfacilitating team roles?
 What is groupthink, and how can if
affect an organization?
 How can organizations help team
members successfully resolve
conflict?
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall
Let’s
Discuss
Test Your
Knowledge
2.27
continued
 What role does the leader play in
helping a team produce effective
messages?
 How does content listening differ from
critical listening and empathic
listening?
 What is the purpose of using
parliamentary procedure?
To accompany Excellence in Business Communication, 5e , Thill and Bovée © 2002 Prentice-Hall