Communicating in Teams
and Mastering Listening,
Nonverbal Communication,
and Etiquette Skills
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 1
Working in Teams
Two or More
People
Common
Goal
Shared
Mission
Shared
Responsibility
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 2
Workplace Teams
Problem Solving
Task Forces
Committees
Virtual Teams
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 3
Overview of Teams
Advantages
Information
Diversity
& knowledge
of views
Acceptance
of solutions
Performance
© Prentice Hall, 2005
Disadvantages
Groupthink
Hidden
agendas
Free
riders
High
costs
Excellence in Business Communication
Chapter 2 - 4
Group Dynamics
Rules
Norms
Identity
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 5
Team-Member Roles
SelfOriented
GroupMaintenance
TaskFacilitating
•Controlling
•Encouraging
•Initiating
•Withdrawing
•Harmonizing
•Information Seeking
•Attention Seeking
•Compromising
•Coordinating
•Diverting
© Prentice Hall, 2005
•Procedure Setting
Excellence in Business Communication
Chapter 2 - 6
Team Decision Making
• Orientation
• Conflict
• Brainstorming
• Emergence
• Reinforcement
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 7
Conflict in Teams
• Scarce resources
• Task responsibilities
• Poor communication
• Attitudes and values
• Power struggles
• Conflicting goals
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 8
Types of Conflict
Constructive
Destructive
Exposes Issues
Diverts Energy
Boosts Involvement
Destroys Morale
Generates Ideas
Divides the Team
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 9
Conflict Resolution
Strategies
Win-Lose
© Prentice Hall, 2005
Win-Win
Excellence in Business Communication
Lose-Lose
Chapter 2 - 10
Overcome Resistance
• Express understanding
• Raise awareness
• Evaluate objections
• Withhold arguments
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 11
Clear
Purpose
Effective
Teams
Consensus
Decision
Making
Creative
Thinking
Focused
Efforts
© Prentice Hall, 2005
Open
Communication
Collaborative
Relationships
Excellence in Business Communication
Conflict
Resolution
Chapter 2 - 12
Collaborative Writing
Team Members
Strong Leadership
Cooperation
Clear Goals
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 13
Collaborative Writing
Solid Commitment
Clear Responsibility
Prompt Action
Appropriate Technology
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 14
Critiquing Writing
• Clear instructions
• Purpose of the document
• Correct factual material
• Unambiguous language
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 15
Purpose
Participants
PRODUCTIVE
MEETINGS
Agenda
© Prentice Hall, 2005
Location
Excellence in Business Communication
Chapter 2 - 16
Effective Meetings
Focus
Procedures
Participation
Closing
Follow-Up
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 17
Usage of Business Communication Channels
Speaking
30%
Listening
45%
Receiving
Sending
Writing
9%
Reading
16%
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 18
The Listening Process
Message
Receiving
Interpreting
Remembering
Feedback
Message
Responding
Evaluating
Message
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 19
Barriers to Listening
Physical Distractions
Differing Viewpoints
Poor Note Taking
Prejudgment
Self-Centeredness
Selective Listening
Speech/Though Disparity
Inappropriate Reaction
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 20
Benefits of Listening
Strengthen
Relationships
Recognize
Innovation
© Prentice Hall, 2005
Enhance
Productivity
Manage
Diversity
Excellence in Business Communication
Gain a
Personal Edge
Chapter 2 - 21
Listening Guidelines
Match Listening Style to Speaker Purpose
Minimize Physical Distractions
Practice Active Listening
Provide Appropriate Feedback
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 22
Intent
Less Structured
Harder to Classify
More Spontaneous
Less Control
More Structured
Easier to Study
Conscious Purpose
More Control
Verbal
Verbal
Structure
Nonverbal
Nonverbal
Basic Communication
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 23
Types of Nonverbal
Communication
Facial
Expressions
Gestures
and Posture
Use of
Time and Space
Vocal
Characteristics
Touching
Behavior
Personal
Appearance
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 24
Functions of Nonverbal
Communication
• Reinforcement
• Negation
• Substitution
• Intensification
• Regulation
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 25
Detecting the Truth
© Prentice Hall, 2005
Response
Time
Distancing
Uneven
Speech
Gap
Filling
Raised
Pitch
Squirming
Eye
Contact
Micro
Expressions
Comfort
Gestures
Excellence in Business Communication
Chapter 2 - 26
Maximizing Credibility
Eye Behavior
Gestures
Posture
Voice
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 27
Improving Business
Etiquette
Appearance
Personal
Grooming
Wardrobe &
Accessories
Interactions
Face-toFace
Over the
Telephone
Workplace Behaviors
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 28
Workplace Appearance
Smooth and Finished
Elegant and Refined
Crisp and Starchy
Up-to-the Minute Trendy
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 29
Face-to-Face Interactions
Smiling
Shaking Hands
Making Introductions
Sharing Meals
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 30
Telephone Interactions
Use Verbal
Responses
Increase
Volume Slightly
Vary Pitch
and Inflection
Speak to Be
Understood
Attitude
Tone of Voice
Listening
Speaking
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 31
Receiving Phone Calls
Answer Promptly
With a Smile
Identify Yourself
Establish
the Caller’s Needs
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 32
Receiving Phone Calls
Stay Positive
Take Accurate
Messages
Explain Your Actions
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 33
Making Phone Calls
Plan and Schedule
Your Calls
Minimize
Distractions
Introduce
Yourself
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 34
Making Phone Calls
Don’t Waste
Time
Maintain
Focus
Close on a
Positive Note
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 35
Using Voice Mail
Brief Statements
Professional Tone
Caller-Focus
Helpful Options
Current Message
Prompt Response
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 36
Leaving Voice Mail
Keep It Simple
Sound Professional
Avoid Personal
Messages
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 37
Leaving Voice Mail
Replay the
Message
Avoid Multiple
Messages
Don’t Hide Behind
Voice Mail
© Prentice Hall, 2005
Excellence in Business Communication
Chapter 2 - 38