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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