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Communicating in Teams and Mastering Listening and Nonverbal Skills © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 1 Overview of Teams Advantages •Information •Diversity and knowledge of solutions •Performance © Prentice Hall, 2005 •Groupthink •Hidden of views •Acceptance Disadvantages agendas •Free riders •High costs Business Communication Essentials Chapter 2 - 2 Effective Teams • Have a clear sense of purpose • Communicate openly and honestly • Reach decisions by consensus • Think creatively • Remain focused • Resolve conflict effectively © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 3 Preparing for Meetings • Decide on the purpose • Select participants • Choose the location • Set and follow an agenda © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 4 Conducting and Attending Meetings • Stay on track • Follow procedures • Encourage participation • Close effectively • Follow up promptly © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 5 The Listening Process • Receiving • Interpreting • Remembering • Evaluating • Responding © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 6 Barriers to Listening • Prejudgment • Self-centeredness • Selective listening © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 7 Effective Listening Strategies • Find areas of interest • Judge content, not delivery • Keep quiet • Listen for ideas • Take notes © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 8 Effective Listening • Work at listening • Block competing thoughts • Paraphrase the speaker • Stay open-minded • Stay ahead of the speaker © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 9 Using the Telephone • Confidence • Professionalism • Communication © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 10 Receiving Telephone Calls • Answer promptly • Identify yourself • Establish rapport • Be positive • Take messages • Explain your actions © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 11 Making Telephone Calls • Get ready • Schedule the call • Eliminate distractions • Introduce yourself • Maximize your time • Maintain focus • Use a positive close © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 12 Using Voice Mail • • • • Store verbal messages Retrieve verbal messages Minimize time zones Reduce paperwork © Prentice Hall, 2005 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 © Prentice Hall, 2005 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 © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 15 Nonverbal Communication • Intent • Spontaneity • Honesty • Efficiency © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 16 Types of Nonverbal Communication • Facial expressions • Gestures and posture • Vocal characteristics • Personal appearance • Touching behavior • Use of time and space © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 17 Maximizing Nonverbal Communication • • • • • • Avoid conflicting signals Strive for honesty Smile genuinely Maintain eye contact Monitor posture and gestures Use appropriate vocal signals © Prentice Hall, 2005 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 © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 19 Reviewing Key Points • • • • • Working in teams Listening effectively Observing nonverbal communication Planning effective meetings Using telephones and voice mail © Prentice Hall, 2005 Business Communication Essentials Chapter 2 - 20
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