Download Communicating in Teams and Mastering Listening & Nonverbal

Sending Interpersonal
Messages
Interpersonal Communication
Feedback
Listening
What are my message-sending
habits?
For questions 2-4-5-8-9: 3 pts for Usually, 2 pts. for
Sometimes, 1 pt. for Seldom
For questions 1-3-6-7-10: 3 pts for Seldom, 2 pts. for
Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 26 : Strong understanding of message-sending
techniques
21 to 25 : You can improve your message-sending
skills
<= 20 : You have significant room for improvement
Skills Required to Send
Messages Effectively:
Using multiple channels
Being complete & specific
Taking responsibility
Being congruent
Simplify your language
Skills for Developing &
Maintaining Credibility
Know what you are talking about
Establish mutual trust
Share all relevant information
Be honest & reliable
Be warm & friendly
Be dynamic
Appropriate self-disclosure
Skills for Obtaining Feedback
Take the initiative to ask receivers for feedback
Don’t be defensive
Check your understanding by summarizing
what you have heard
Check out underlying assumptions
Be sensitive to the provider’s nonverbal
messages
Ask questions to clarify
Providing Feedback
For questions 1-2-4-5-6: 3 pts for Usually, 2 pts. for
Sometimes, 1 pt. for Seldom
For question 3: 3 pts for Seldom, 2 pts. for
Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 16 : Excellent skills at providing feedback
13 to 15 : Some deficiencies in providing feedback
<= 13 : Indicate considerable room for
improvement
Hearing:
Merely picking up sound
vibrations
 Listening: Making sense out what
we hear.
Effective listening: Active versus
passive listening
My Listening Habits:
For questions 1-3-5-6-7-8: 3 pts for Usually, 2 pts.
for Sometimes, 1 pt. for Seldom
For questions 2-4-9-10: 3 pts for Seldom, 2 pts. for
Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 27 : You're a good listener
22 to 26 : You have some listening deficiencies
< 22 : You have developed a number of bad
listening habits
Active Listening
Empathize with speakers to understand the
communication from their point of view.
Four essential requirements:
I. Intensity
II.Empathy
III.Acceptance
IV.A willingness to take responsibility for
completeness.
Types of Listening
I) Content Listening: Understand & retain
the speaker’s message. No agree or disagree.
Just focus on the information.
II) Critical Listening: Understand & evaluate
the message. Ask questions.
III) Empathic Listening: Speaker’s feelings,
needs & wants; Don’t judge.
To Listen Effectively
Receiving- Physically hearing
II) Interpreting- Assign meaning
III) Remembering- Short versus longterm memory
IV) Evaluating- Critical thinking skills
I)
V)
Responding- Reacting
Evaluation
Factors
 Be motivated
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Make eye contact
Show interest
Avoid distracting actions
Empathy
Take the whole picture
Ask questions
Paraphrase
Don’t interrupt
Integrate what is being said
Don’t overtalk
Confront your biases
Make smooth transitions between speaker & listener
Be natural
Barriers to Effective Listening
1)
2)
3)
4)
5)
Checking your watch
Making eye contact with someone over
the speaker’s shoulder
Selective listening
Listeners’ minds tend to wander
Not sharing enough language or
experience with the speaker .......
Overcoming Barriers to Effective
Listening
1)
2)
3)
4)
5)
6)
7)
Control physical barriers
Avoid selective listening
Keep on mind
Give the speaker a chance to correct to your
interpretation
Capture information
Improve short-term memory by repeating
Improve long-term memory by
categorization, visualization, mnemonics
Reading Nonverbal Messages
I) Visual Communication
Facial expressions
Eye movements
Postures
Gestures
II) Tactile Communication
Use of touch to impart meaning
III) Vocal Communication
Changing intonation of your voice
Using Nonverbal Communication
Effectively
Nonverbal signals match the tone & content of
spoken communication
Recognizing nonverbal signals:
Facial expressions reveal the intensity of
speaker’s feelings
Watch for clues from gesture & postures
Physical appearance
Be careful with physical contact, touch etc.
Pay attention to the use of time &
space
Communicating in Teams

Teams: Mission and responsibility =>
Goals
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Formal teams: Organization structure
Ex/ Committees
Informal teams: Solve a problem, work on
a specific activity, encourage employee
participation
Effective communication- essential to
every aspect of team performance
What is My Teamwork Style?
For questions 1-3-6-7-9-10: 3 pts for Usually, 2 pts.
for Sometimes, 1 pt. for Seldom
For questions 2-4-5-8: 3 pts for Seldom, 2 pts. for
Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 27 : You're a good team player
22 to 26 : You have some deficiencies as a team
member
< 22 : You have considerable room for
improvement
Advantages
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Improve productivity, creativity and
employee involvement.
Core of the participative management.
Increased information & knowledge
Increased diversity of views
Increased acceptance of a solution
Higher performance levels
Disadvantages
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Unsuccessful => waste time & money
Free riders
Cost
Hidden agendas
Groupthink
Collaborative Communication
Avoid “MY WAY IS BEST!”
1) Right partners
2) Project goals
3) Socializing
4) Clarify individual responsibilities
5) Establish clear processes
6) Tools & techniques
7) Avoid writing as a group
8) Check
Group Dynamics
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Interactions & processes taking place in
a team => synergy
TEAM ROLES
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Self-oriented: personal needs
Team-maintenance: working together
Task-facilitating: solve problems & make
decisions
Team Evolution
I.
II.
Orientation
Conflict: Constructive (involvement &
creative ideas) & Destructive (morale &
dividing the team)
Resolving conflict:
1) Proaction
2) Communication
3) Openness
4) Research
5) Flexibility
6) Fair play
7) Alliance
Team Evolution
III. Brainstorming
IV. Emergence- Consensus
V. Reinforcement
Overcoming resistance
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Calm, reasonable, give & take
Express understanding
Deal directly with the resistance
Don’t repeat yourself
Hold your arguments
Etiquette in Team Settings
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Rude to others or an embarrassment
Attention to business etiquette
In Social Settings:
Personal appearance
Plan Phone Calls as carefully as you plan
meetings: 1) Listen
2) Increase volume slightly
3) Not in a monotone way
4) Speak slowly with the foreign people
5) Stay focused
Placing Calls
1)
2)
3)
4)
5)
Be ready before you call
Minimize distractions.
Identify yourself, verify if it’s a good time.
Not too much time.
Close friendly & in a positive manner.
Receiving calls:
Be positive & How may I help you?
Using Voicemail
Make it brief & professional
2) Check & return within 24 hours IF necessary
3) Be careful what you say.
Business is often conducted over MEALS:
Easy to eat!
Not politics, religion & emotions
Not too personal.
Never complain about work.
1)
Making your meetings more
productive:
Formal, informal or virtual meetings
1) Avoid when a memo or message would do the
job.
2) Avoid holding a meeting without a specific
goal.
Types: I) Informational (sharing information &
coordinating action)
II) Decision-making (analysis, problem-solving,
brainstorming)
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Preparation for a meeting:
1)
2)
3)
4)
Identify your purpose
Select right participants
Choose the time & facility
Set the agenda
What do we need to do?
What issues will be of greatest importance?
What information must be available?
Leading & Participating in
meetings:
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Keep the meeting on track
Follow agreed-upon roles
Encourage participation
Participate actively
Close effectively: Verify that the
objectives have been met.
Using Meeting Technologies
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Virtual teams: Online
brainstorming
Instant messaging (security, not
lengthy and complex messages;
instead e-mail)
Videoconferencing