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Interpersonal Communication. The verbal and nonverbal interactions that occur in both one-on-one and small-group settings. Communication Climate. Represents the quality of relationships that exist within an organizationReflects workers' perceptions of whether the organization trusts, values, and respects employeesDetermines success in business.
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1. Chapter 13 Interpersonal Communication and Teamwork
2. Interpersonal Communication The verbal and nonverbal interactions that occur in both one-on-one and small-group settings
3. Communication Climate Represents the quality of relationships that exist within an organization
Reflects workers’ perceptions of whether the organization trusts, values, and respects employees
Determines success in business
4. Positive Relationships Are built over time
Require ongoing maintenance
Include trust and respect as key elements
5. Conversation Process Greeting
6. Communication Styles Passive – gives priority to the rights of others
Aggressive – risks disregarding the rights and feelings of others
Assertive – respects the rights and feelings of others and stands up for the sender’s rights
7. Keys to Successful Face-to-Face Conversations Carefully choose the location.
Choose appropriate language.
8. More Keys to Successful Face-to-Face Conversations Send clear, appropriate nonverbal cues.
Listen with your ears and eyes.
9. Questions Closed-ended question – designed to produce a one- or two-word answer
Open-ended question – requires a longer answer and promotes a dialogue
10. Keys for Successful Telephone Conversations Use equipment and system properly.
11. Keys for Successful Social Business Conversations Practice basic social conversation rules.
Choose appropriate topics.
Observe social business etiquette.
12. Relationship Repair Apologize.
Acknowledge playing a part in the failure.
Engage in positive actions.
Let go of the problem.
13. Feedback Communication to a person or team of people regarding the effect of their behavior on another person, the organization, the customer, or the team
14. Positive Feedback Is specific
Is well timed; give as closely to the event as possible
Is sometimes overlooked
Fosters more of the appreciated action
15. Constructive Feedback Is not criticism
Helps people understand where they are in relation to expectations
Should be delivered without fear of negative response
Should be accepted with an open mind
16. Giving Constructive Feedback Be sure you have the authority to critique the receiver.
Have clear expectations.
Address one relevant concern at a time.
Check your facts.
Provide feedback privately and calmly, preferably face-to-face.
Be specific and helpful.
17. Giving Constructive Feedback Use the you-viewpoint.
Ensure feedback in one area does not cloud judgments of other areas.
Accept partial responsibility, if appropriate.
Be aware of verbal and nonverbal cues.
Allow the receiver time to process and respond.
18. Receiving Constructive Feedback Accept the feedback.
Seek more information.
19. Conflict Arises from differences in
Goals or expectations
Values or beliefs
May be constructive or destructive
20. Four Responses to Conflict Accommodate
21. Techniques for Handling Conflict Act promptly.
Schedule a meeting.
Use active listening.
22. Techniques for Handling Conflict Focus on the problem, not the person.
Formalize the solution.
Implement the solution and set a date for follow-up.
23. Types of Teams Self-managed
24. Conditions for Effective Teams Communication must be open and honest.
The team must be cohesive.
Growth should be fostered.
Accomplishments must be recognized.
25. Keys for Effective Small Group Meeting Leadership Determine the purpose of the group.
Determine the purpose of each meeting.
Plan the meeting agenda.
Select and prepare the meeting facility.
26. Keys for Effective Small Group Meeting Leadership Lead the group discussion.
Encourage appropriate participation.
Be time conscious.
Resolve group conflicts.
Maintain appropriate records.
27. Meeting Minutes May Include: Committee or organization name
Date, time, and location of meeting
List of those who attended
Reference to approval of last meeting’s minutes
Chronological record of the meeting
Time of adjournment
Signature of the secretary and/or chairperson
28. Keys for Meeting Participation Prepare to participate.
Take thorough notes.
29. Virtual Teams and Technology E-mail and groupware
30. The Team Writing Process Plan