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Communicating in Teams
and Mastering Listening
and Nonverbal
Communication Skills
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 1
From The Real World
Good listeners will achieve more
business success in their careers.
Tony Martino, Vice President Human Resources,
Communication, & corporate Affairs
Xerox Canada
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 2
Overview of Teams
Advantages
Disadvantages
Information & knowledge
Groupthink
Diversity of views
Hidden agendas
Acceptance of solutions
Free riders
Performance levels
High costs
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 3
Characteristics of
Effective Teams
Clear
Purpose
Open
Communication
Creative
Thinking
Consensus
Decision
Making
Focused
Efforts
Conflict
Resolution
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 4
Preparing for Meetings
Purpose
Participants
Agenda
Location
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 5
Effective
Meetings
Focus
Procedures
Participation
Closing
Follow-Up
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 6
The Listening Process
Message
Receiving
Interpreting
Remembering
Feedback
Message
Responding
Evaluating
Message
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 7
Barriers to Listening
Prejudgment
SelfCenteredness
Selective
Listening
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 8
Effective Listening
• Find areas of interest
• Focus on content
• Hold your fire
• Listen for ideas
• Take selective notes
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 9
Effective Listening
• Work at listening
• Block competing thoughts
• Paraphrase the speaker
• Stay open-minded
• Stay ahead of the speaker
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 10
Receiving Telephone Calls
• Answer promptly
• Identify yourself
• Establish rapport
• Be positive
• Take messages
• Explain your actions
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 11
Making Telephone Calls
• Get ready
• Schedule the call
• Minimize distractions
• Introduce yourself
• Maximize your time
• Maintain focus
• Use a positive close
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 12
Using Voice Mail
Minimize
Time-Zones
© 2005 Pearson
Education Canada Inc
Reduce
Paperwork
Business Communication Essentials
Chapter 2 - 13
Effective
Voice Mail Greetings
Be Brief
and Accurate
Sound
Professional
Keep Callers
in Mind
Make Options
Helpful
Update Your
Greetings
Respond to
Calls Promptly
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 14
Effective
Voice Mail Messages
Keep the
Message Simple
Sound
Professional
Avoid Personal
Messages
Replay the
Message
Avoid Multiple
Messages
Don’t Hide
Behind Voice Mail
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 15
Nonverbal Communication
Intent
Spontaneity
Honesty
Efficiency
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 16
Types of Nonverbal
Communication
Facial
Expressions
Use of Time
and Space
Vocal
Characteristics
Gestures
and Posture
Personal
Appearance
Touching
Behavior
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 17
Maximizing Nonverbal
Communication
•
•
•
•
•
•
Avoid conflicting signals
Strive for honesty
Smile genuinely
Maintain eye contact
Be aware of posture and gestures
Use appropriate vocal signals
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 18
Maximizing Nonverbal
Communication
•
•
•
•
•
•
Know your audience
Acknowledge comfort zones
Shake hands appropriately
Respect varying attitudes about time
Use touch carefully
Be aware of false cues
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 19
Real World Applications
Jason never seems to pay attention
during weekly team meetings. He has
never contributed to the discussion, and
you’ve never even seen him take notes.
He says he wants to support the team
but that he finds it difficult to focus during
routine meetings.
List some of ideas you could give him
that might improve his listening skills.
© 2005 Pearson
Education Canada Inc
Business Communication Essentials
Chapter 2 - 20