Chapter 2
Mastering Team Skills and Interpersonal Communication
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Learning Objectives1. Communicating effectively in teams2. Communicating collaboratively3. Making meetings more productive4. Review online meeting technologies5. Improving listening skills6. Improving nonverbal communication7. Developing business etiquette
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Communicating Effectively in Teams
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Advantages of Teams
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•Information•Knowledge•Solutions•Diversity •Performance
Disadvantages of Teams
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•Hidden Agenda•Groupthink•Cost Issues
Traits of Effective Teams
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Objective & Purpose
Communication
Creativity
Strong Trust
Decision Making
Resolving Conflict
Group Dynamics
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Team Roles TeamEvolution
ConflictResolution
Degree ofResistance
Assuming Team Roles
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Self-Oriented
Team-Maintenance
Task-Oriented
Team Evolution Process
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Orientation1
Conflict2
Brainstorming3
Emergence4
Reinforcement5Phases of Group
Development
Resolving Team Conflict
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Fair Play
Alliance
Research
Flexibility
Proaction
Communication
Openness
Overcome Resistance
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• Express Understanding
• Raise the Awareness of Resistance
• Evaluate Others’ Objections Fairly
• Hold Arguments for the Right Time
Summary of Discussion
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Collaborating on Communication Efforts
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Collaborative Writing
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• Selecting Collaborators
• Agreeing on Project Goals
• Taking Time to Bond
• Clarifying Responsibilities
Collaborative Writing
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• Establishing Clear Processes
• Avoiding Group Writing
• Ensuring Technical Compatibility
• Checking Overall Progress
Collaborative Technology
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Organized Approach
Controlled Access
Flexible Approach
Open Access
Content Management
Wiki Systems
Teams and Workgroups
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Collaboration Platforms
Shared Workspaces
Social Networks
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•Teamwork•Communication•Collaboration•Knowledge •Community
Workplace Feedback
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•Constructive•Destructive
Summary of Discussion
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Making Your Meetings More Productive
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Productive Meetings
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The Purpose Participants
Time & Venue The Agenda
Efficient Meetings• Keep the meeting on track
• Follow agreed-upon rules
• Encourage everyone to participate
• Participate in an active way
• Close the meeting effectively23Chapter 2 - Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall
Summary of Discussion
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Meeting Technologies
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Types of Virtual Meetings
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•Instant Messaging•Teleconferencing•Videoconferencing
Successful Virtual Meetings
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Planning and Diligence
Summary of Discussion
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Improving Listening Skills
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Types of Listening
Active
Content Critical
Empathic
The Listening Process
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1. Receiving2. Decoding3. Remembering4. Evaluating5. Responding
Interruptions Distractions
Selective Listening Selective Perception
Language/Experience Memory Issues
Barriers to Listening
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Summary of Discussion
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Improving Nonverbal Communication Skills
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Nonverbal Categories
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• Facial Expressions• Gestures and Postures
• Vocal Characteristics
Nonverbal Categories
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• Personal Appearance• Touching Behavior• Time and Space
Effective Nonverbal Communication
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•Talking•Not Talking•Listening
Summary of Discussion
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Developing Your Business Etiquette
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In the Workplace
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Personal Appearance
Business Meetings
Phone Skills Mobile Phones
In Social Settings
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First Impressions
Personal Introductions
BusinessMeals
MobilePhones
Business Etiquette Online
• Behave professionally online
• Avoid personal attacks
• Stay focused on the original topic
• Don’t present opinions as facts
• Use standard spelling and grammar
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Business Etiquette Online
• Use up-to-date virus protection
• Use hard-to-break passwords
• Ask permission before chatting
• Control language and emotions
• Avoid multitasking and IM43Chapter 2 - Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall
Business Etiquette Online
• Never assume privacy
• Avoid “reply all” in email
• Don’t waste other people’s time
• Respect personal boundaries
• Be careful when commenting online
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Summary of Discussion
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Chapter 2
Mastering Team Skills and Interpersonal Communication
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47Chapter 2 - Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall