Chapter 2
Communicating in Groups and Teams
Mary Ellen Guffey, Business Communication:
Process and Product, 5e
Copyright © 2006

Why form groups and teams?
• Better decisions
• Faster response
• Increased productivity
• Greater “buy-in”
• Less resistance to change
• Improved employee morale
• Reduced risks
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 2

Four Phases of Team
Development
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 3

Four Phases of Team
Development
Forming
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 4

Four Phases of Team
Development
Forming
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 5

Four Phases of Team
Development
Forming Storming
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 6

Four Phases of Team
Development
Forming Storming
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 7

Four Phases of Team
Development
Forming Storming Norming
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 8

Four Phases of Team
Development
Forming Storming Norming
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 9

Four Phases of Team
Development
Forming Storming Norming Performing
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 10

Four Phases of Team
Development
Forming Storming Norming Performing
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 11

Characteristics of
Successful Teams
• Small size, diverse makeup
• Agreement on purpose
• Agreement on procedures
• Ability to deal with conflict
• Use of good communication techniques
• Ability to collaborate rather than compete
• Shared leadership
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 12

Roles Played by Team
Members
Task Roles
• Initiator
• Information seeker/giver
• Opinion seeker/giver
• Direction giver
• Summarizer
• Diagnoser
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 13

Roles Played by Team
Members
• Energizer
• Gatekeeper
• Reality tester
What kinds of statements might be made by these role players?
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 14

Roles Played by Team
Members
Relationship Roles
• Participation encourager
• Harmonizer/tension reliever
• Evaluator of emotional climate
• Praise giver
• Empathic listener
What kinds of statements might be made by these role players?
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 15

Roles Played by Team
Members
Dysfunctional Roles
• Blocker
• Attacker
• Recognition-seeker
• Joker
• Withdrawer
What kinds of statements might be made by these role players?
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 16

Skills for Team Leaders
Task Relationships
• Goal setting
• Agenda making
• Clarifying
• Summarizing
• Verbalizing consensus
• Establishing work patterns
• Following procedures
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 17

Skills for Team Leaders
Interpersonal Relationships
• Regulating participation
• Maintaining positive climate
• Maintaining mutual respect
• Instigating group self-analysis
• Resolving conflict
• Instigating conflict
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 18

Methods for Reaching
Group Decisions
• Majority
• Consensus
• Minority
• Averaging
• Authority rule with discussion
What are the advantages and disadvantages of each method?
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 19

Common Conflict
Response Patterns
• Avoidance/withdrawal
• Accommodation/ smoothing
• Compromise
• Competition/forcing
• Collaboration/ problem-solving
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 20

Six-Step Procedure for
Dealing With Conflict
1. Listen.
2. Understand the other point of view.
3. Show concern for the relationship.
4. Look for common ground.
5. Invent new problem-solving options.
6. Reach a fair agreement.
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 21

Strategies for Effective
Conflict Resolution
Clear the air.
• If you’re on a team with someone who seems consistently irritated with you, ask for a private meeting.
• Solicit feedback; listen without interrupting and with an open mind.
• Request permission to respond with equal openness.
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 22

Planning and Participating in Meetings
Before the meeting
• Consider alternatives. Is a meeting necessary?
• Invite the right people. Include . . .
those who have information.
those who can make decisions.
those who must implement decisions.
• Distribute an agenda.
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 23

Planning and Participating in Meetings
During the Meeting
• Start on time and introduce the agenda.
• Appoint a secretary and a recorder.
• Encourage balanced participation.
• Confront conflict frankly.
• Summarize points of consensus along the way.
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 24

Planning and Participating in Meetings
Ending the Meeting and Following Up
• Review meeting decisions.
• Distribute minutes of meeting.
• Remind people of action items.
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 25

Collaboration Technology
Facilitates Meetings
• Audioconferencing (teleconferencing)
• Videoconferencing
• Desktop conferencing
• Media conferencing
• Internet relay chat
• Webcasting
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 26

Software programs help managers
• Identify project phases
• Clarify goals
• Establish deadlines
• Anticipate obstacles
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 27

Collaboration Technology
Facilitates Decision Support
“Digital dashboards” help managers
• Gather more data in shorter time
• Crunch information in near real-time
• Analyze information easily and quickly
• Forecast business performance
• Explain shifts in performance
• Make informed decisions
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 28

End
Mary Ellen Guffey , Business Communication: Process and Product, 5e
Ch. 2, Slide 29