Download Mastering Interpersonal Communication

Mastering Interpersonal
Communication
Copyright © 2010 Pearson Education International
Chapter 2 - 1
Learning Objectives
• Highlight the advantages and disadvantages
of working in teams
• Name eight guidelines for successful
collaborative writing
• Explain how meeting technologies can
expedite communication and describe social
networking in business communication
Copyright © 2010 Pearson Education International
Chapter 2 - 2
Learning Objectives
• Describe the listening process and how good
listeners overcome barriers at each stage of
the process
• Clarify the importance of nonverbal
communication and describe six categories
of nonverbal expression
• Review the importance of business etiquette
Copyright © 2010 Pearson Education International
Chapter 2 - 3
Communicating in Teams
• Problem solving
• Task forces
• Committees
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Chapter 2 - 4
Overview of Teams
Advantages
•More
information
•Diversity
•Support
of views
for solutions
•Improved
performance
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Disadvantages
•Time
issues
•Groupthink
•Hidden
•High
agendas
costs
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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 - 6
Ineffective Teams
• Communication issues, suspicion,
and lack of trust
– Waste time and money
– Generate low quality
– Breed frustration
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Chapter 2 - 7
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 - 8
Writing Technologies
• Content management systems
• Wiki sites
• Groupware
• Shared workspaces
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Chapter 2 - 9
Group Dynamics
• Team roles
• Team development
• Conflict
• Resistance
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Chapter 2 - 10
Assuming Team Roles
• Self-oriented
• Team-maintenance
• Task-oriented
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Chapter 2 - 11
Phases of Team Evolution
•
General framework
1. Orientation
2. Conflict
3. Brainstorming
4. Emergence
5. Reinforcement
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Types of Team Conflict
• Constructive (Win-Win)
• Destructive (Win-Lose or Lose-Lose)
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Chapter 2 - 13
Resolving Team Conflict
• Seven methods
– Proaction
– Communication
– Openness
– Research
– Flexibility
– Fair play
– Alliance
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Chapter 2 - 14
Overcoming Resistance
• Express understanding
• Make people aware of their resistance
• Evaluate others’ objections fairly
• Withhold arguments until the other
person is ready for them
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Chapter 2 - 15
Networking Technologies
• Social networks
• Virtual communities
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Chapter 2 - 16
Productive Meetings
• Preparation
• Efficiency
• Technology
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Chapter 2 - 17
Preparing for Meetings
• Identify your purpose
• Select participants
• Choose the time and place
• Set the agenda
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Chapter 2 - 18
Leading and Participating
• Stay on track
• Follow the rules
• Invite participation
• Participate actively
• Close effectively
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Chapter 2 - 19
Meeting Technologies
• Virtual teams
• Virtual meetings
• Teleconferences
• Videoconferences
• Web-based systems
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Chapter 2 - 20
Effective Listening Skills
• Build relationships
• Enhance product deliveries
• Capture opportunities
• Manage diversity
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Chapter 2 - 21
Types of Listening
• Content listening
• Critical listening
• Empathic listening
• Active listening
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Chapter 2 - 22
The Listening Process
• Receiving
• Decoding
• Remembering
• Evaluating
• Responding
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Chapter 2 - 23
Barriers to Listening
• Interruptions
• Selective listening
• Selective perception
• Language or experience
• Memory problems
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Chapter 2 - 24
Nonverbal Communication
• Intentional and unintentional effects
– Support words
– Weaken words
– Replace words
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Chapter 2 - 25
Categories of Nonverbal
Communication
• Facial expressions
• Gestures and posture
• Vocal characteristics
• Personal appearance
• Touching behavior
• Time and space
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Chapter 2 - 26
Using Nonverbal
Communication Effectively
• When talking
• When not talking
• When listening
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Chapter 2 - 27
Business Etiquette
• Workplace
• Social settings
• Online
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Chapter 2 - 28
Etiquette in the Workplace
• Personal appearance
• Personal grooming
• Personal demeanor
• Telephone skills
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Chapter 2 - 29
Etiquette in Social Settings
• Appearance and actions
• Personal introductions
• Business meals
• Mobile phones
• Inappropriate topics
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Chapter 2 - 30
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
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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
Copyright © 2010 Pearson Education International
Chapter 2 - 32