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Mastering Interpersonal Communication

Mastering Interpersonal Communication. Learning Objectives. Highlight the advantages and disadvantages of working in teams Name eight guidelines for successful collaborative writing

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Mastering Interpersonal Communication

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  1. Mastering Interpersonal Communication

  2. Learning Objectives • Highlight the advantages and disadvantages of working in teams • Name eight guidelines for successful collaborative writing • Explain how meeting technologies can expedite communication and describe social networking in business communication

  3. Learning Objectives • Describe the listening process and how good listeners overcome barriers at each stage of the process • Clarify the importance of nonverbal communication and describe six categories of nonverbal expression • Review the importance of business etiquette

  4. Communicating in Teams • Problem solving • Task forces • Committees

  5. Overview of Teams Advantages Disadvantages • More information • Diversity of views • Support for solutions • Improved performance • Time issues • Groupthink • Hidden agendas • High costs

  6. Effective Teams • Have a clear objective • Share a sense of purpose • Communicate openly and honestly • Reach decisions by consensus • Think in creative ways • Know how to resolve conflict

  7. Ineffective Teams • Communication issues, suspicion, and lack of trust • Waste time and money • Generate low quality • Breed frustration

  8. Clarify Processes Select Collaborators Avoid Group Writing Agree on Goals Ensure Compatibility Take Time to Bond Check Progress Often Clarify Responsibilities Collaborative Writing

  9. Writing Technologies • Content management systems • Wiki sites • Groupware • Shared workspaces

  10. Group Dynamics • Team roles • Team development • Conflict • Resistance

  11. Assuming Team Roles • Self-oriented • Team-maintenance • Task-oriented

  12. Phases of Team Evolution • General framework • Orientation • Conflict • Brainstorming • Emergence • Reinforcement

  13. Types of Team Conflict • Constructive (Win-Win) • Destructive (Win-Lose or Lose-Lose)

  14. Resolving Team Conflict • Seven methods • Proaction • Communication • Openness • Research • Flexibility • Fair play • Alliance

  15. Overcoming Resistance • Express understanding • Make people aware of their resistance • Evaluate others’ objections fairly • Withhold arguments until the other person is ready for them

  16. Networking Technologies • Social networks • Virtual communities

  17. Productive Meetings • Preparation • Efficiency • Technology

  18. Preparing for Meetings • Identify your purpose • Select participants • Choose the time and place • Set the agenda

  19. Leading and Participating • Stay on track • Follow the rules • Invite participation • Participate actively • Close effectively

  20. Meeting Technologies • Virtual teams • Virtual meetings • Teleconferences • Videoconferences • Web-based systems

  21. Effective Listening Skills • Build relationships • Enhance product deliveries • Capture opportunities • Manage diversity

  22. Types of Listening • Content listening • Critical listening • Empathic listening • Active listening

  23. The Listening Process • Receiving • Decoding • Remembering • Evaluating • Responding

  24. Barriers to Listening • Interruptions • Selective listening • Selective perception • Language or experience • Memory problems

  25. Nonverbal Communication • Intentional and unintentional effects • Support words • Weaken words • Replace words

  26. Categories of Nonverbal Communication • Facial expressions • Gestures and posture • Vocal characteristics • Personal appearance • Touching behavior • Time and space

  27. Using Nonverbal Communication Effectively • When talking • When not talking • When listening

  28. Business Etiquette • Workplace • Social settings • Online

  29. Etiquette in the Workplace • Personal appearance • Personal grooming • Personal demeanor • Telephone skills

  30. Etiquette in Social Settings • Appearance and actions • Personal introductions • Business meals • Mobile phones • Inappropriate topics

  31. Business Etiquette Online • Learn the basics of online etiquette • Avoid personal attacks • Stay focused on the original topic • Do not present opinions as facts • Follow grammar and spelling rules • Use virus protection

  32. Business Etiquette Online • Ask permission before IM chatting • Control language and emotions • Avoid multitasking and IM • Never assume privacy • Avoid “reply all” in email • Do not waste other people’s time

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