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Chapter 2 Lecture Slides Focusing on Interpersonal and Group Communication Business Communication, 15e Lehman and DuFrene Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Behavioral Theories Impact Communication • Maslow’s Hierarchy of Needs • Stroking • Johari Window • McGregor’s Theory X and Y • Hersey and Blanchard’s Situational Leadership Model Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Maslow’s Hierarchy of Needs Self-actualization needs Ego needs Social needs Security and safety needs Physiological needs Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western McGregor’s Management Styles Theory X Theory Y • Workers inherently _______ dislike work challenging • Workers like ___________ work narrowly • Talent is _________ distributed among only a few • Talent is _______ widely distributed throughout the workforce • Workers will do as little _______ work as ______ they are required to do • Workers can be motivated independently to work _____________ Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Hersey and Blanchard’s Situational Leadership Model Leadership style must be appropriate for the follower and the task being performed. Directive behavior vs. Supportive behavior Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Trust Leads to Reciprocal Sharing Depicted in Expanded Open Area in Johari Window Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Nonverbal Communication Conveys Added Meaning • Metacommunication • Visual • Vocal Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Understanding Nonverbal Messages • Cannot be _______ • Vary between _______ and cultures • May be __________ or unintentional, _________ or harmful • May __________ and receive more attention than the verbal message Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western What type of listening are you engaged in at this time? 1. Casual listening 2. Listening for information 3. Intensive listening 4. Empathetic listening Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Bad Listening Habits • Faking attention • Allowing disruptions • Overlistening • Stereotyping • Dismissing subjects as uninteresting • Failing to observe nonverbal aids Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Effective Listeners . . . • Minimize distractions • Get in touch with the speaker • Show active involvement; do not interrupt • Ask reflective questions • Send probing prompts to the speaker • Use lag time wisely Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Characteristics of Effective Groups • • • • • • • Common goals Role perception Longevity Size Status Group norms Leadership Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Group Roles Positive Negative • • • • • • • Isolator Dominator Free rider Detractor Digressor Airhead Socializer • • • • • Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Facilitator Harmonizer Record keeper Reporter Leader Copyright 2008 by Thomson/South-Western Stages of Team Development Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Team Behaviors • Commitment — focus on ________, mission values, goals, and expectations • Cooperation — share a sense of purpose ________ • Communication — know that information must flow smoothly ___________ • Contribution — expect all members to share _______ abilities and skills _____with the team Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Face-to-Face Meetings Disadvantages Advantages • Provide rich, nonverbal cues • Are preferred when dealing with sensitive issues • • Pose logistical issues of time, place, and schedules • May be dominated by aggressive and high-status members Are beneficial for rapport Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Electronic Meetings Disadvantages Advantages • Assist with geographically scattered groups • Speed up meeting follow-up activities • Place all participants on a more even level • Cannot replace face-to-face contact for some meetings • Can make consensus harder to reach • Are dependent upon keyboarding skills Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western Suggestions for Effective Meetings • Limit meeting ______ and _________ • Make ___________ arrangements • Distribute the _______ in advance • Encourage ___________ • Maintain _____ • Manage _______ and seek consensus • Prepare thorough _______ Chapter 2 Business Communication, 15th edition by Lehman and DuFrene Copyright 2008 by Thomson/South-Western