Download Chapter 2 Mastering Team Skills and Interpersonal Communication

Chapter 2
Mastering Team Skills and
Interpersonal
Communication
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 2
Learning Objectives
1. List the advantages and disadvantages of working in
teams, describe the characteristics of effective teams,
and highlight four key issues of group dynamics
2. Offer guidelines for collaborative communication, identify
major collaboration technologies, and explain how to give
constructive feedback
3. List the steps needed to ensure productive team
meetings
4. Identify the major technologies used to enhance or
replace in-person meetings
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 3
Learning Objectives
5. Identify three major modes of listening, describe the
listening process, and explain the problem of
selective listening
6. Explain the importance of nonverbal communication,
and identify six major categories of nonverbal
expression
7. Explain the importance of business etiquette, and
identify three key areas in which good etiquette is
essential
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 4
Communicating in Teams
Task Forces
Problem Solving
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Committees
Chapter 2 - 5
Advantages and
Disadvantages of Teams
Advantages
Disadvantages
• Increased Information
• Potential Time Issues
• Diversity of Views
• Avoid Groupthink
• Support for Solutions
• Hidden Agendas
• Improved Performance • Increased Costs
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 6
Characteristics of
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
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Chapter 2 - 7
Group Dynamics
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Team Roles
Team Development
Resolving Conflict
Overcoming Resistance
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Chapter 2 - 8
Assuming Team Roles
SelfOriented
TeamMaintenance
TaskOriented
Controlling
and Diverting
Encouraging
Initiating and
Coordinating
Withdrawing
Harmonizing
Seeking Information
Seeking Attention
Compromising
Setting Procedures
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Chapter 2 - 9
Phases of Team
Development
General Framework
1
2
Orientation
3
Brainstorming
Conflict
4
5
Emergence
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Reinforcement
Chapter 2 - 10
Resolving Team Conflict
Proactive
Behavior
Fair Play
Research
Communication
Alliance
Flexibility
Openness
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Chapter 2 - 11
Overcoming Resistance
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•
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Express Understanding
Uncover Resistance
Evaluate Objections
Withhold Arguments
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Chapter 2 - 12
Guidelines for Collaborative
Writing
Select Collaborators
Clarify Processes
Agree on Goals
Avoid Group Writing
Take Time to Bond
Ensure Compatibility
Clarify Responsibilities Check Progress Often
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Chapter 2 - 13
Collaborative Technologies
Content Management
Wiki Website
Groupware
Shared Workspaces
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 14
Internal Social Networks
and Virtual Communities
• Internal technologies model sites
similar Facebook
• Communities of Practice link
employees with similar interests
• Collective specialized knowledge
supports organizational goals
• Internal Community Building
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 15
Giving Constructive
Feedback
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•
•
•
•
Discuss Improvements
Be Specific
Keep Feedback Impersonal
Verify Understanding
Time Feedback Carefully
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Chapter 2 - 16
Making Your Meetings More
Productive
Preparation
Face-to-Face
Meetings
Efficiency
Virtual
Meetings
Technology
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Chapter 2 - 17
Preparing For Meetings
• Purpose
• Participants
• Time and
Place
• Agenda
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Chapter 2 - 18
Preparing An Agenda
Merger Concerns: Key Issues
• Transition Costs
20min
• Severance Package
• Infrastructure investments
• Service contracts
• Information Systems
10min
• Migration to cloud computing
• Choice of communication platform
• Marketing and Sales
45min
• Brand integration
• Sales force realignment
• Quota and commission questions
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 19
Conducting and Contributing to
Effective Meetings
Stay on
Track
Invite
Participation
Follow
the Rules
Participate
Actively
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Close
Effectively
Chapter 2 - 20
Improve Meeting
Productivity
• Prepare carefully
• Lead effectively and
participate
• Record key decisions and
action items
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Chapter 2 - 21
The Importance of Listening
Skills
Relationships, Opportunities, Diversity
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Chapter 2 - 22
Recognizing Types of
Listening
Content
Critical
Empathic
Active
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Chapter 2 - 23
Understanding The
Listening Process
Message
1
2
Receiving
3
Decoding
Remembering
4
5
Evaluating
Responding
Feedback
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Chapter 2 - 24
Overcoming Barriers to
Effective Listening
• Selective
Listening
• Selective
Perception
• Memory
Problems
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Chapter 2 - 25
Understanding Nonverbal
Communication
Strengthen Words
Weaken Words
Replace Words
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Chapter 2 - 26
Recognizing Nonverbal
Communication
Facial Expressions
Gestures and Posture
Vocal Characteristics
Personal Appearance
Touching Behavior
Time and Space
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 27
The Importance of Business
Etiquette
Effective Listening
The Workplace
Successful
Teamwork
Social Settings
Productive
Meetings
Online Communication
Nonverbal Communication
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Chapter 2 - 28
Etiquette In The Workplace
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Personal Appearance
Personal Grooming
Personal Demeanor
Telephone Skills
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Chapter 2 - 29
Etiquette in Social Settings
Appearance
and Actions
Business
Meals
Personal
Introductions
Mobile
Phones
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Inappropriate
Topics
Chapter 2 - 30
Business Etiquette Online
• Avoid personal attacks
• Stay focused on the original topic
• Do not present opinions as facts
• Follow grammar and spelling rules
• Use virus protection
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Chapter 2 - 31
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
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Chapter 2 - 32
Summary of Objectives
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Chapter 2 - 33
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 2 - 34