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Chapter 2

Chapter 2. Mastering Team Skills and Interpersonal Communication. Learning Objectives. 1. List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics

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Chapter 2

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  1. Chapter 2 Mastering Team Skills and Interpersonal Communication

  2. Learning Objectives 1. List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics 2. Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback

  3. Learning Objectives 3. List the steps needed to ensure productive team meetings 4. Identify the major technologies used to enhance or replace in-person meetings

  4. Learning Objectives 5. Identify three major modes of listening, describe the listening process, and explain the problem of selective listening 6. Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression

  5. Learning Objectives 7. Explain the importance of business etiquette, and identify three key areas in which good etiquette is essential

  6. I. Communicating Effectively in Teams • A. Advantages and Disadvantages of Teams • B. Characteristics of Effective Teams • II. Collaborating on Communication Efforts

  7. II. Collaborating on Communication Efforts • A. Guidelines for Collaborative Writing • B. Technologies for Collaborative Writing • C. Giving and Responding to Constructive Feedback

  8. III. Making Meetings More Productive • A. Preparing for Meetings • B. Conducting and Contributing to Meetings • C. Using Meeting Technologies

  9. IV. Improving Listening Skills • A. Types of Listening • B. Listening Process • C. Barriers to Effective Listening • V. Improving Nonverbal Communication Skills

  10. VI. Developing Business Etiquette • A. Business Etiquette in Workplace • B. Business Etiquette in Social Settings • C. Business Etiquette Online

  11. I. Communicating Effectively in Teams • Collaboration or working together to meet complex challenges has become a core job responsibility for the workforce.

  12. Communication skills pay off handsomely in these interactions • A team is a unit of two or more people who share a mission and the responsibility for working together to achieve their goal.

  13. Variety of teams --- short-term problem solving, permanent committees, virtual teams • Successful teams can improve productivity, creativity, employee involvement, and job security. • Teams are at the core of participative management.

  14. Communicating in Teams Task Forces Committees Problem Solving

  15. Advantages Disadvantages • Increased Information • Potential Time Issues • Diversity of Views • Groupthink • Groups within Group • Acceptance of Solution • Hidden Agendas • Improved Performance • Increased Cost Advantages and Disadvantages of Teams

  16. Characteristics of Effective Teams • Have a clear objective • Share a sense of purpose • Have full engagement from all members

  17. Characteristics of Effective Teams • Communicate openly and honestly • Reach decisions by consensus • Think in creative ways • Know how to resolve conflict

  18. II. Collaborating on Communication Efforts • When a team collaborates on reports, websites, presentations, and other communication projects, the collective energy and expertise of the various members can produce efficient results.

  19. Collaborating on team messages requires special effort and planning.

  20. Clarify Processes Select Collaborators Carefully Avoid Group Writing Agree on Goals before Start Ensure Tools Compatibility Take Time to Bond Check Progress Often Clarify Responsibilities Guidelines for Collaborative Writing

  21. Content Management Wiki Website Groupware Shared Workspaces Collaborative Technologies

  22. Internal Social Networks and Virtual Communities • Internal technologies model sites similar Facebook • Communities of Practice link employees with similar interests • Collective specialized knowledge supports organizational goals • Internal Community Building

  23. Giving Constructive Feedback • Discuss Improvements • Be Specific • Keep Feedback Impersonal • Verify Understanding • Time Feedback Carefully

  24. Preparation Efficiency Face-to-Face Meetings Virtual Meetings Technology Making Your Meetings More Productive

  25. Preparing For Meetings • Purpose • Participants • Time and Place • Agenda

  26. Preparing An AgendaMerger Concerns: Key Issues

  27. Stay on Track Follow the Rules Invite Participation Participate Actively Close Effectively Conducting and Contributing to Effective Meetings

  28. Improve Meeting Productivity • Prepare carefully • Lead effectively and participate • Record key decisions and action items

  29. The Importance of Listening Skills Relationships, Opportunities, Diversity

  30. Content Critical Active Empathic Recognizing Types of Listening

  31. Message Responding 5 Receiving 1 Decoding 2 Remembering 3 Evaluating 4 Feedback Understanding The Listening Process

  32. Some researchers suggest that we listen at only 25 percent efficiency. • Such poor listening habits are costly. • To improve listening skills, we must first recognize barriers that prevent effective listening.

  33. 1. Physical Barriers • 2. Psychological Barriers • 3. Language Problems • 4. Nonverbal Distractions • 5. Thought Speed • 6. Faking Attention • 7. Grandstanding • 8. Delivery

  34. Tips for Becoming Active Listeners • 1. Stop talking. • 2. Control your surroundings. • 3. Establish a receptive mindset. • 4. Keep an open mind. • 5. Judge ideas or content, not appearance. • 6. Hold your fire. • 7. Provide feedback.

  35. Overcoming Barriers to Effective Listening • Selective Listening • Selective Perception • Memory Problems

  36. Strengthen Words Weaken Words Replace Words Understanding Nonverbal Communication

  37. Facial Expressions Gestures and Posture Vocal Characteristics Personal Appearance Touching Behavior Time and Space Recognizing Nonverbal Communication

  38. Effective Listening The Workplace Successful Teamwork Productive Meetings Social Settings Online Communication Nonverbal Communication The Importance of Business Etiquette

  39. Etiquette In The Workplace • Personal Appearance • Personal Grooming • Personal Demeanor • Telephone Skills

  40. Appearance and Actions Personal Introductions Business Meals Mobile Phones Inappropriate Topics Etiquette in Social Settings

  41. Business Etiquette Online • 1. Avoid personal attacks. • 2. Stay focused on the original topic. • 3. Do not present opinions as facts. • 4. Follow grammar and spelling rules. • 5. Use virus protection.

  42. 6. Ask if this is good time for an IM chat. • 7. Watch your language, and keep your emotions under control. • 8. Avoid multitasking. • 9. Never assume you have full privacy. • 10. Do not use ‘reply all’ in e-mail.

  43. Business Etiquette Online • 11. Do not waste other people’s time. • 12. Respect boundaries of time and space. • 13. Be careful of online commenting.

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