Business
Communication
Chapter 3
Nonverbal Communication and
Teamwork
Copyright 2010 South-Western Cengage Learning
The Roles of Nonverbal
Communication
 Reinforcing a verbal message
 Contradicting a verbal message
 Substituting for a verbal message
 Regulating a verbal message
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Nonverbal symbols, such as a smile, can
reinforce verbal symbols.
3.1 Nonverbal Communication
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Nonverbal Symbols
 In written messages
 In spoken messages
 Body language
 Touching
 Personal space
 Time
 Paralanguage
© Rubberball Productions / Getty Images
Nonverbal symbols play an important
role in spoken messages.
3.1 Nonverbal Communication
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Nonverbal Symbols and Your Image
 Level of confidence
 Too much self-confidence
 Too little self-confidence
 Friendliness
 Enthusiasm
 Sincerity
 Eye contact and posture
 Appearance
3.1 Nonverbal Communication
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Nonverbal Symbols in the
Environment
 Furnishings and décor
 Arrangement of tables and chairs
 Lighting
 Room temperature
 Noise or sounds
 Use of color
3.1 Nonverbal Communication
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Reading for Comprehension
 Reading comprehension: understanding what you have
read
 To overcome internal barriers when reading:
 Clear your mind of distracting thoughts
 Attempt to ignore tiredness or physical discomforts
 Be open to new ideas
 Avoid letting biases prevent you from considering other
viewpoints
3.1 Nonverbal Communication
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The Listening Process
 Hearing
 Focusing attention
 Understanding
 Remembering
3.2 Listening Skills
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Types of Listening
 Casual listening
 Active listening
 Informative listening
 Evaluative listening
 Emphatic listening
 Reflective listening
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Casual listening is relaxed and involves
little energy or effort.
3.2 Listening Skills
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Barriers to Effective Listening
 Attitudes about the speaker or topic
 Prejudices or opinions
 Assumptions
 Distractions
 Physical discomfort
 Divided focus
3.2 Listening Skills
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Listening Effectively
 Share the responsibility
 Focus on the main idea
 Evaluate the message
 Provide feedback
 Take notes
 Overcome poor listening habits
 Listening in specific situations
 Small groups
 Conference settings
3.2 Listening Skills
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ILA
 ILA: International Listening Association
 Questions
1. When was ILA formed?
2. In what areas do members of the ILA work?
3. What are some activities of the ILA?
school.cengage.com/bcomm/buscomm
3.2 Listening Skills
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Workplace Relationships
 Employee and manager relationships
 Coworker relationships
 Customer relationships
Be fair and honest in your dealings
with customers.
3.3 Teamwork
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Resolving Conflicts
 Listen and talk with coworkers
 Identify the underlying cause of the conflict
 Focus on issues or behaviors, not on people
 Think objectively
 Be willing to admit your mistakes and apologize
 Avoid assigning blame
 Do your part to make the proposed solution work
3.3 Teamwork
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Workplace Teams
 Special teams
 Advantages of teams
 Disadvantages of teams
 Virtual teams
© Blend Images / Getty Images
Workplace teams are a trend in
American companies.
3.3 Teamwork
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Working Effectively in Teams
 Team roles
 Leader
 Challenger
 Doer
 Thinker
 Supporter
 Recorder
 Learning to work together
3.3 Teamwork
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Guidelines for Team Success
 Identify the goals and determine tasks
 Identify resources
 Assign duties
 Communicate regularly
 Resolve conflicts
 Brainstorm ideas
 Evaluate procedures
 Celebrate success
3.3 Teamwork
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Problem-Solving Steps
 Identify the problem
 Describe effects of the problem
 Brainstorm solutions
 Evaluate the possible solutions
 Test the selected solution
 Evaluate the results
Brainstorming is generating ideas or
possible solutions for a problem.
3.3 Teamwork
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Standout Team Members
 Focus on the team’s goals
 Are reliable and responsible
 Contribute ideas and opinions
 Find roles to fill
 Are supportive of team members
 Keep the team’s affairs confidential
 Do not take criticism personally
3.3 Teamwork
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Leadership
 Leadership: providing guidance and inducing others
to act
 Important for managers and other employees
 Career-related student organizations help build
leadership skills
3.3 Teamwork
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Vocabulary
active listening
casual listening
conflict
emphatic listening
enthusiasm
evaluative listening
friendliness
gesture
informative listening
leadership
nonverbal communication
paralanguage
personal space
posture
reflective listening
self-confidence
sincerity
synergy
teamwork
virtual team
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