Workplace Communication AY2019/ 2020 Oct semester

WEEK 3: TEAM COMMUNICATION

CONTENT PAGE
Content Areas Pg No
Characteristics of effective teams & elements of good team communication 2
Case Studies 1 - 6 3-14
Resources 15-16
Self-directed Learning (SDL) Form 17
Problem Analysis & Proposed Solutions (Sample) 18
Problem Analysis & Proposed Solutions Template 19

1
 Workplace Communication AY2019/ 2020 Oct semester

CHARACTERISTICS OF EFFECTIVE TEAMS & ELEMENTS OF GOOD

TEAM COMMUNICATION

Effective teams need to work well together and team cohesiveness depends on building
strong relationships among team members. Communication is critical, and is driven by
the team leader, who will work with the team to establish ground rules to bring the team
together so that it can accomplish its goals.

Quite often, teams that communicate effectively will display features such as good
organization, tone, clarity, style, language usage and feedback. Good team
communication helps members to understand their roles and responsibilities within their
team. Another element of good communication is active listening. Strong team
communication teaches people how to listen and speak respectfully in a group setting. To
foster communication among team members, allow open communication and encourage
respect for each team member's opinion. Learning these skills well will impact all aspects of
your project work when collaborating with group members from different backgrounds.

2
 Workplace Communication AY2019/ 2020 Oct semester

CASE STUDY 1: “CALL YOURSELF A FRIEND!”

Background: Three TP group mates plan to discuss the progress of their group project. They meet on the
third floor concourse and are seated at one of the tables. A heated exchange ensues among Jeremy, Joel
and Kia Hui. It ends off in an ugly manner.

Jeremy: Eh, Joel, faster give me the test results. I need it for the progress report for our lecturer next week. I
have only one week to prepare this report. (Looks at Joel, vigorously nudges him on the shoulder and sounds
rather impatient)
Joel: You were supposed to do it! You are taking my results and claiming them as yours. It has happened too
many times. This time, I won’t take it! You go and find out the results yourself . (Does not look at him, speaks in
an angry tone, bluntly)
Jeremy: Are you serious? Come on man! You are not serious, are you? Don’t lie man. (Nudging him on the
shoulder again. Speaks in a jovial and teasing tone, still looking at Jeremy)
Joel: I’m serious about this. I’ve been tolerating this for a very long time because of our friendship. You have
abused my kindness. It has to stop now! So, if you think you can keep using my work, sorry, find someone else.
(Still refuses to look at Jeremy. Uses a disappointed and sarcastic tone)

3
 Workplace Communication AY2019/ 2020 Oct semester

Jeremy: How can you say this? (Quite shocked at Joel’s reaction. Anxious and angry tone, still looking at Joel)
Kia Hui: Hey, you stop disturbing Joel, huh. We tried calling you so many times last week. Where were you ah?
(Glares at Jeremy, very abrupt and rude tone)
Jeremy: Something is wrong with my phone bro, but I have no money to repair it. (Smiles and says in a teasing
and jovial tone, with no remorse whatsoever)
Kia Hui: You don’t lie, ok. How come you responded to your girlfriend’s message? Did you forget she is in our
class! You are such a big fat liar! Got time to message your girlfriend, but no time to do your project work!
(Frustrated tone, with arms folded across his chest)
Jeremy: Eh, are you sure you called me? (doubtful tone) I still don’t know why I didn’t receive your calls, bro.
(Looks away, evades the girlfriend issue, and still keeps insisting in a jovial tone)
Joel: Enough is enough! I have to inform our supervisor that you have not been doing your part of the project.
Who do you think you are? You don’t deserve to get the same mark as us when we have to do all your work.
(Still does not look at him, speaks in a firm and very harsh tone)
Kia Hui: Yah, you were not around most of the time, and we had to cover your work. How do you think we feel?
Also, the work you submitted does not meet the basic project requirements. We have to clean up your mess
and have no time for our own work. Some more, you plagiarized our work and claimed it as yours. So you think
we should continue helping you? Don’t give us anymore crap, ok! Just get lost! (Stares at Jeremy, and says in
a very firm, stern tone, using dismissive hand gesture)
Jeremy: Eh, Joel and Kia Hui, how come both of you are so angry with me? ( Appears confused and gives a
blank stare) ok, I tell you the truth. I am not as clever as you. I can only do very simple things. I cannot
understand the difficult tasks you assign me. I try my best and give you what I can. But both of you are always
not happy with my work and only have bad things to say. So what do you want me to do? I also have feelings
ok. In that case, you both should do the work yourselves since my work is not good enough, right?
Joel: Huh?? So you are blaming us now? Hey, don’t waste our time anymore Jeremy. We have so many other
things to do. (Joel and Kia Hui get up angrily and storm off toward the computer lab in disbelief)
Jeremy: (Goes after them, utters profanities at Joel and Kia Hui, using vulgar hand gestures at the same time)
Hey, what kind of friends are you? You don’t want to help your own friend, but want to show off that you are so
smart and want to “sabo” me. You XXXX ! (mentions race). You are all the same. Can’t be trusted! (Tone is one
of shock, anger and frustration. He curses and swears loudly. Joel and Kia Hui just ignore him)

CASE STUDY 2: “DON’T TELL ME WHAT TO DO! LOOK AT YOURSELF IN THE MIRROR
FIRST!”

4
 Workplace Communication AY2019/ 2020 Oct semester

Background: A lecturer calls one of 3 students to find out why she missed a project meeting while 2 of her
team members showed up on time. The student, who is highly stressed, accuses the lecturer of practicing
double standards and showing favoritism to the other 2 team members. The lecturer is shocked at the student’s
attitude and conduct.

Lecturer: Carla

Student: Jaslyn

Carla (already seated in the meeting room): Where were you? You were supposed to meet me with the rest of
your team yesterday. (Concerned tone…looking stern, with arms folded across her chest, while Jaslyn walks in
looking furious with pursed lips. Jaslyn glares at her lecturer and plonks herself down on the seat, throws her
bag and files on the floor)

Jaslyn: I texted you yesterday at 3pm. You never responded. (Very angry tone, still glaring at the supervisor)

Carla: I was in class and I had left my handphone in the office. I saw your text message at 3.30pm and texted
you that I was waiting for you. Your team mates texted you as well. We called you several times but you did not
answer. So why did you not respond to our message and calls? You only responded at 7am the next morning
to say that you were unwell. (Frustrated and stern tone, arms still folded across her chest)

Jaslyn: Are you done? First, why did you not respond to my text message? I waited for you outside your block
at 3pm. You should have the decency to call me to explain that you will be late. You should not ask me why I

5
 Workplace Communication AY2019/ 2020 Oct semester

did not answer your messages or calls when you are practicing double standards yourself. (Sarcastic tone, rolls
her eyes and then stares fiercely at the supervisor)

Carla: Who are you talking to? I’m not your friend. I’m your lecturer. You should not speak to me in this way.
I’m very disappointed with your attitude and response. (Glares at Jaslyn, arms still folded, very stern voice and
angry tone. Her lips are tensed and thinned. Her lower eyelids are tensed and straightened)

Jaslyn: You are disappointed with me. What a joke! I should be the one who is disappointed with you. Aren’t
you supposed to be professional in your conduct too ? (Sarcastic tone, moves forward, points her right index
finger at the supervisor)

Carla: You better watch what you are saying to me now. I can bring up this case to your Course Manager and
you will probably fail this module. (Face turns red, uses threatening tone, stares fiercely at Jaslyn, arms still
folded across the chest)

Jaslyn: You also better watch how you talk to me too. I can report you to the Principal for threatening me, ok.
(With down-turned eyebrows and down-turned corners of the mouth, speaks in a mocking manner)

Carla: Ok this conversation will end now, period. You can leave now! Just leave! Just leave! I don’t wish to talk
to you anymore! (Red in the face, says firmly in a very angry tone, clenches her fists, uses repeated phrases)

Jaslyn: (Stands up, puts her hands on her hips) No, I’m not leaving this room. Since I’m here, I want to clarify
something else. I noticed many times that you were showing favoritism to my two foreign group members from
China. Is it because you don’t like local students and you are a foreign lecturer? ( Stares fiercely at supervisor,
has rigid posture and uses rapid speech)

Carla: Listen, I’m not well today and I don’t have to sit here and tolerate all this rudeness from you. (Glares
intensely at Jaslyn, and yells loudly)

Jaslyn: You are not the only one who is unwell. I’m having a terrible migraine! I’m under a lot of stress and
pressure now from my mum, boyfriend, school work and now you. I also don’t wish to talk to you anymore!
(She gets up and storms out of the room, slamming the door)

Carla: (Sits in the meeting room by herself to cool down. She is shell-shocked and just can’t believe what had
happened…)

6
 Workplace Communication AY2019/ 2020 Oct semester

CASE STUDY 3: “OMG, WHAT A CRY BABY!”

Background: Four diploma students are doing outreach work for their diploma studies club. They found an
event management company (ABC), which deals with beauty products and deportment training to collaborate
with. The aim of the collaboration is to help the company organize events. In return, the company would offer free
deportment and grooming sessions for the diploma club members. The company runs several events monthly,
and the staff members are required to work late hours without extra payment. Alice, one of the students who
volunteered to do outreach work, cried a lot in the first two weeks in the company. She did not turn up for a
product launch in the second week, even though she had volunteered to take on the role of Product Consultant.
The diploma studies club lecturer-in-charge meets with Alice to discuss her absence and failure to work well in a
team.

Lecturer: (both seated in the meeting room): How are you today? I heard from your team mates that you have
not been well and have been suffering from gastric pain. Are you better now? Have you taken any medication?
(Concerned and uses gentle tone, leans forward)
Alice: Ya, I’m OK. What is it? Why do you want to see me? (Does not lean forward, slouches in the chair, looks
away and appears disinterested)
Lecturer: I’m concerned. You were assigned the role of Product Consultant for the skincare product event
yesterday - a very important role. What happened? Why were you not at Carlton Hotel yesterday? (Still looks
concerned, uses gentle tone. Looks at Alice and continues to lean forward with hands clasped on table)
Alice: Aiyah, I was unwell, that’s all. I was in bed. My stomach was hurting, So, I decided I’ll just stay in bed.
That’s all! What’s the big deal? (Irritated tone, her face reddens, shows contempt, folds her arms across her
chest, raises her eyebrows and waves her hand in dismissal thereafter)
Lecturer: What do you mean? We had to frantically look for a last minute replacement and it caused a lot of
inconvenience to us. (Raises her voice, folds her arms across her chest, upper eyelids raised in a stare)
Alice: How would I know? I was not there! Anyway, it is your job to find a replacement! Aren’t you our supervisor?
(Sarcastic tone, rolls her eyes, arms still folded across her chest)
Lecturer: I’m shocked by your response. I thought I mentioned that all the team members should approach this
collaboration by giving their best? Your attitude does not seem to reflect that. (Open hand gesture, enlarged
eyes, mouth open, firm, assertive tone)

7
 Workplace Communication AY2019/ 2020 Oct semester

Alice: Yah yah, I know, you did! So?? (States in a matter-of-fact, abrupt tone, glares at supervisor, arms folded
across her chest)
Lecturer: Sounds like you paid a lot of attention to it, huh? (Sarcastic tone, half smile and sighs loudly)
Alice: You should get off my case and monitor the other team members too. You have no idea what they do
behind your back.
Lecturer: I don’t need you to tell me how to do my job as a supervisor. Hmmm…that explains why the other team
members reported to me that they have issues with you too. (Annoyed tone)
Alice: Yah, right! Trust them to talk behind my back! (Brash tone)
Lecturer: Watch your tone Alice! Listen; there is something else I have to discuss with you too. I heard that you
cry whenever an assignment is given to you and you have been gossiping about me to the other team members.
I’ve been described by you as a slave driver, who likes to torture students. (Looks at Alice, firm and assertive
tone)
Alice: Yah. I’m a very direct person. I say exactly what I feel. I don’t care. It is the truth! I have more work than
my team mates. I also can’t get along with my team. They only care about their needs and don’t care about my
health problems. They only want to look good in front of you though I do all the work! I take late lunch and dinner
and now I have to suffer from severe gastric pain. I want to complain to my Course Manager. (Whining and harsh
tone)
Lecturer: I should be the one who should be speaking to your Course Manager to highlight my concerns about
your poor attitude and conduct. (Firm, assertive tone)
Alice: Whatever… It’s your choice! (Voice trembling and starts crying…)
Lecturer: I have to rush off for a meeting now. (She gets up & leaves the room hurriedly and slams the door)
Alice: I don’t want to do this anymore! I really can’t take it! They just make use of all of us like we are dogs!
(Voice still trembling, still crying uncontrollably…)

“Emotional competence is the single most important personal quality that each of us must develop and access
to experience a breakthrough. Only through managing our emotions can we
access our intellect and our technical competence. An emotionally
competent person performs better under pressure." --
Dave Lennick, Executive VP, American Express Financial Advisers

8
 Workplace Communication AY2019/ 2020 Oct semester

CASE STUDY 4: “THE FEELING IS MUTUAL! DON’T THINK YOU ARE SO SMART!”

Background: Stacy has self-appointed herself as a team leader for a group project. She believes that based on
her capability and track record, she should assume the leadership position so that she can ace the project. She
prefers to do things on her own and finds working in teams out of her comfort zone. The group members find her
leadership style uncomfortable, overbearing, and refuse to cooperate with her. She calls for a meeting to discuss
non-submission of work. The team members provide her with feedback on why they are unhappy and make it
clear that they do not wish to work with her on the project anymore.

Stacy: (Looks serious and irritated) I had to call for an urgent meeting today because none of you answered my
WhatsApp messages or phone calls.
Cheryl: Yah, what do you want? Make it fast! We got other projects to do. Can’t waste time talking to you!
(Rolls her eyes, folds her arms and states in a stern tone…)
Stacy: Cheryl, Glen and Tiffany, I asked you to submit the problem analyses for Sections A to C. Where are
they? When do you want me to check your work? (Angry, frustrated tone; looks stressed; there is much tension
in the project meeting room)
Glen: We will give it to you next week! (Looks away and states as a matter-of-fact)
Stacy: What? Next week? Are you mad? The project presentation is this Friday! What’s wrong with you? Never
check the project schedule, right? What else can I expect from you? I am sick and tired of chasing you guys!
(Speaks aggressively and is utterly exasperated)
Tiffany: Hey listen Stacy, do you want to know the truth? We don’t wish to submit the analyses to you at all.
(Looks annoyed, places her hands on her hips)
Stacy: How can you say this? I spent so many hours vetting your work and making sure it meets all the project
requirements. I can’t ace this project without your parts. I need to increase my GPA. (Looks at all the team
members in an accusatory manner and glares at them; uses index finger to point at each of them)
Glen: Exactly! That IS the problem! You only care for yourself.

9
 Workplace Communication AY2019/ 2020 Oct semester

You have changed everything that we submitted.It is not our work anymore. It has become your work. (Uses
sarcastic tone)
Tiffany: So you are the only one with feelings huh? How do you think we feel? As a leader shouldn’t you give
us feedback on our work first before you change every single sentence? We only recognize the full stops and
commas! You prefer to do things your way without even consulting us. So, we decided not to submit our
analyses to you. Since you are so smart, do it yourself! You don’t need our inputs! (Speaks angrily, without
mincing her words)
Stacy: (Sighs loudly and raises her voice) Listen, I’ve always worked with team members who are
hardworking, diligent and independent. This is the first time that I have to work with a bunch of “losers”. (Looks
firmly at the team members; states opinion pointedly)
Cheryl: So what are you saying? You regret working with us. Let me say it to your face. The feeling is mutual!
(Looks at Glen & Tiffany for their response. All of the team members nod their heads in agreement)
Glen: Just because you are the leader, it does not mean that you call all the shots. Shouldn’t we work as a
team and make decisions together? You are a total control freak, just giving us instructions and not giving us
a chance to say how we feel. (Glares at Stacy, pursed his lips disapprovingly)
Stacy: What’s the point of getting your opinion, when I know what is best for the team. (Says in a stern voice;
clenches fists at her sides)
Tiffany: You said it Stacy! Our opinions don’t matter to you at all.
Stacy: So, are you saying I’m unreasonable and a control freak?
Glen: Yeah! That’s the truth! You can’t deny it!
Stacy: I can’t believe all of you are so ungrateful! I spent sleepless nights vetting and correcting your work. Is
this the gratitude I should get in return? (Raises her voice and speaks in a resentful way)
Cheryl: (Shows contempt) You don’t respect our feelings either! Everything has to be your way! In that case,
you can finish the project yourself. We will be seeing Mr Tan on Monday, and asking him if we can do our
project separately. You can lead your invisible group! Ha…ha…
(Stacy breaks down, while Glen, Tiffany and Cheryl take off for lunch…)

10
 Workplace Communication AY2019/ 2020 Oct semester

CASE STUDY 5: “TAKE IT EASY, WE HAVE ALL THE TIME IN THE WORLD!”

Background: Bryan & David from the Marketing Department are collaborating with Adam and his team from
the Engineering Department in the BZ Company Pte Ltd. Bryan and David hope to make some crucial
decisions about an important project. However, they are frustrated with the slow progress, delays and
administrative issues. They become impatient with Adam because they feel that he is indecisive. Meanwhile,
Adam extends his hospitality to Bryan & David after office hours, but they do not feel comfortable; they prefer
to spend their after work hours doing their own things. During a progress meeting, Bryan and David openly
show their impatience while Adam appears distracted.

Adam: I spoke to some of the team members and they are ok with the idea of using Green Technology for our project. I
need to speak to the rest of the team members….
Bryan: (Looks exasperated, exchanges glances with David) Adam, we really need to make a decision quickly. Can we
make a decision by tomorrow morning at the latest?
Adam: Sure, sure. I will try my best to speak with all the members by today. But two of them are on leave today…. (Looks
tentative; shuffles his feet)
Bryan: (Exchanges glances with David again; raises his eyebrows) Perhaps, you can try to call their handphones….
(Looks determined not to let go until some commitment is given; very curt tone)
Adam: I will try….
David: Why don’t you try to contact them and let us know the status by the end of the day? (Impatient tone) Meanwhile,
Bryan and I will work on the budget and try to finalise it.
Adam: Yes, I will contact them. But, before I go, I need to update you. The Engineering Department needs more
supporting documents from you.

11
 Workplace Communication AY2019/ 2020 Oct semester

Bryan: But you provided them with all the necessary documents some time ago, right? (Loses patience and looks
annoyed)
Adam: Yes, I did. But at that point, they didn’t say anything about extra supporting documents.
David: If they had alerted us earlier, we could have provided them with all the necessary documents at one go. (Frustrated
and disapproving tone) Bryan:
Yes, and we wouldn’t face so many delays. (Looks serious; very stern tone)
Adam: I will ask the Engineering Department if it is really necessary to provide these extra supporting documents. But be
prepared, approval of all these extra supporting documents may take several weeks.
Bryan: (Looks shocked & sighs loudly) What? Several weeks? This is ridiculous! Why does approval take so long? How
does this company operate? How are we going to keep to the deadlines we have set?
David: (Notices that the atmosphere is getting tense) Adam, quickly go and contact your missing team members and
come back with some good news.
Adam: Yes, I will do that. (Mutters to himself as he leaves the room) Why don’t they understand that I can’t make
decisions without consulting everyone in the team…
Bryan: (Places both hands at the back of his head) I don’t believe this! Why do these people take such a long time to get
back to us on the use of Green Technology for our project?
David: Well, we just have to push as much as we can in order to achieve at least some of the milestones.
Bryan: Yeah, but the problem is no matter how much you push, there seems to be no sense of urgency at all with these
people.
David: True, when you push, all Adam says is, “I will try my best.”
Bryan: You are absolutely right! He is the leader of his team, but he doesn’t seem to have a backbone at all. Every little
thing he wants to run back to his team and check with them….
David: Stop Bryan. He is running back here now.
Bryan: So Adam, you managed to speak to the team members?
Adam: No, no. I forgot to tell you something.
Bryan: (Looks concerned) What is it Adam?
Adam: I would like to invite both of you out for dinner and drinks tonight. (Gives a broad smile and says in a sincere tone)
Bryan: (Interrupts abruptly) Thanks for the invitation, but it’s ok. You don’t have to go to all this trouble…
Adam: No, no trouble at all.
David: It’s ok, Adam. Bryan and I have some other plans for tonight.
Adam: (Looks disappointed) Oh, ok. Some other time - maybe on Friday. (Mutters
to himself as he leaves the room) Why are they so concerned with deadlines…?

12
 Workplace Communication AY2019/ 2020 Oct semester

CASE STUDY 6: “YOUR TIME OR MY TIME?”

Background: Matthew, Samantha and Annie are attached to Bonza Pte Ltd for their internship.
Their supervisor, Anthony, is the R & D Manager in the company. Matthew, Samantha and Annie
are hardworking students who aspire to do well in their internship. They start off their internship
enthusiastically but run into some problems soon after. In their third week of internship, they are
late for their appointment with their supervisor by 30 minutes. When they reach his office at 12
noon, they see him getting ready to leave for lunch. They become upset when Anthony
reprimands them for being late for their appointment with him. He also points out to them that they
lack initiative.

(Matthew and Samantha knock on Anthony’s office door before entering. Anthony is standing with his
briefcase and appears to be ready to leave the office)
Matthew, Samantha and Annie: Good morning Sir.
Anthony: (Looks annoyed, glances at his watch) Morning? We were supposed to meet in the morning
but it is already afternoon.
Samantha: Sorry, we are late.
Annie: So sorry Sir.
(Anthony puts his briefcase down and takes his seat)
Matthew: We went to the store in the HQ to gather some extra materials for designing the new model.
But on our way back to the office, we missed the 11am train and had to wait for the next train which
was at 11.30am.
Samantha: Yes, we were only late by 30 seconds but the 11am train had left.
Anthony: Well, you should know better about punctuality? Didn’t your School brief you about this?
Matthew: We are sorry, Sir.
Anthony: By being sorry are you going to be able to get back the 30 minutes that we have lost?
13
Annie: But...but…
Workplace Communication AY2019/ 2020 Oct semester

14
 Workplace Communication AY2019/ 2020 Oct semester

Anthony: But what? The fact is you are late! (Firm and threatening tone)
Matthew: No, Sir. Please accept our apology. (Pleading tone)
Anthony: Well, it is already 12.06. I need to go off for my lunch now. (States as a matter-of-fact) We will reschedule
the meeting. (Looks at his diary and speaks in a quick pace) Can you meet me at 11.30am on Wednesday, that is, 2
days from today?
Matthew: Yes Sir. (Nods his head)
Samantha: Sure Sir, we can meet you on Wednesday.
Anthony: Okay, next Wednesday then. (Looks serious; says bluntly) But make sure you are punctual for the
meeting. I hate to say this, but all three of you don’t seem to take punctuality very seriously. Your lack of punctuality
implies that you are disrespectful.
Annie: (Notices that the atmosphere is getting tense) No Sir, it’s not like that. We have a lot of respect for our
teachers, supervisors. (Looks sheepish and nervous)
Anthony: Then, show it by your actions. Alright, I need to leave now.
Matthew: Sir, can I check something about the model before you go….
Anthony: (Sounds exasperated and highly irritated) Matthew, can it wait till Wednesday?
Matthew: If I can clarify with you, I can complete the model and show it to you on Wednesday. (Insistent tone)
Anthony: What is it? Please make it quick. (Looks impatient)
Matthew: Samantha, Annie and I started designing the model last weekend but we have encountered a problem.
The size of the model is about 2 cm smaller than the standard size of the product. We wanted to check with you if
we should continue with it or redo it so that it is the standard size. Your approval matters a lot.(Sounds anxious)
Anthony: Seriously, why do you need to check this with me? Why don’t you take some initiative? I expect you to
rectify your error and make sure the model that you show me is one of standard size. You don’t need my approval
for this. (Disappointing and disapproving tone)
Matthew: I just wanted to confirm before proceeding. Thanks Sir.
Anthony: Ok then, see you on Wednesday. (Leaves his office in a hurry)
(Matthew, Annie and Samantha stand outside Anthony’s office)
Matthew: (Looks upset) Why is he so angry?
Samantha: I don’t know! You were just trying to keep him updated and get his approval.
Matthew: Yes, I thought it was important to keep him updated and seek his approval in everything we do. But now I
am confused. He expects us to take the initiative and be responsible for our decisions.
Samantha: Another thing - We were late, but we had a valid reason. He was over-reacting.
Matthew: We were just 30 minutes late; such a long lecture on the importance of punctuality for that?
Annie: Hey guys better get lunch quickly and get back to the office. Don’t want to be scolded again for being late.

15
 Workplace Communication AY2019/ 2020 Oct semester

RESOURCES
BOOKS

1. Buller, D. B., & Burgoon, J. K. (1994). Deception: Strategic and nonstrategic communication In
J. A. Daly & J. M. Wiemann (Eds.), Strategic interpersonal communication (pp. 191-223).
Hillsdale, NJ: Erlbaum.
2. Casimir, M. J. (2008). Culture and the changing environment. New York: Berghahn Books.
3. De Bono, E. (1985), Six thinking hats: An essential approach to business management. London: Penguin.
4. Diamond, L. E. (2007). Perfect phrases for building strong teams. New York, NY: McGraw-Hill
5. Eunson, B. (XXXX). Communicating in the 21st Century (C21) (2nd ed.). Australia: John WIley & Sons.

6. Fisher-Yoshida, B & Geller, K. D. (2009). Transnational leadership development: preparing the next
generation for a borderless business world . New York: Amacom.

7. Gannon, M. J. & Pillai, R. (2010). Understanding global culture: metaphorical journeys through 29
nations. Los Angeles: Sage Publications.

8. Goodall, H. L., Jr. (1983). Human communication. Dubuque, IA: William C.

9. Harris, T. E. & Sherblom, J. C. (2011). Small group and team communication (5th ed.). Boston, USA:
Pearson.
10. Hodgetts, R. M. & Hegar, K. W. (2005), Modern human relations at work (9th ed). Mason: Thomson/South
Western.
11. Jandt, F.E. (2007). An introduction to intercultural communication – identities in a global community (5th
ed.). California: Sage Publications
12. Livermore, D. A. (2010).Leading with cultural intelligence: the new secret to success. New York:
Amacom.

13. Lustiq, M. W. & Koester, J. (2010) Intercultural competence: interpersonal communication across
cultures. Massachusetts: Allyn & Bacon. Boston.

14. Mottet,T.P.,Bauer,S.V., & Houser, M. L.(2012). Your interpersonal communication. New Jersey:
Pearsan Education.

15. Murphy, M. (2015). Which of these 4 communication styles are you? Retrieved from
https://www.forbes.com/sites/markmurphy/2015/08/06/which-of-these-4-communication-styles-are-
you/#6332a5563adb

16. Phatak, A. & Bhagat, R. & Kaslak, R. J. (2009). International management: managing a diverse and
. dynamic global environment. Massachusetts,Boston: McGraw-Hill Irwin. 2009.

16
 Workplace Communication AY2019/ 2020 Oct semester

17. Punnet, B. J. International perspectives on organizational behavior and

human resource management. Armonk. New York: 2009.

. 18. Remland, M.S. & Jones, T.S. (2005). Interpersonal distance, body orientation, and touch: The effect of
culture, gender and age. Journal of Social Psychology,135, 281-297.

19. Reynolds, S. and Valentine, D. (2011). 2 nd ed. Guide to cross-cultural communication. New Jersey:
Prentice Hall.

20. Scannell, M. & Scannell, E. E. (2010). The big book of team motivating games. USA: McGraw-Hill.

21. Whitcomb, A.C.(2013).Effective interpersonal and team communication skills for engineers. New Jersey: John
Wiley & Sons. Inc.

VIDEOS

1. Body language: cultural differences. (2007). New York: Inisight Media

2. Body language: an international view. (2006). Davis, California: The Seabright Group.

17
 Workplace Communication AY2019/ 2020 Oct semester

Name: ___________________________________( ) Class: ________

MY SELF-DIRECTED LEARNING FORM (TEAM COM PROJECT)

1. Planning my project
Tick when completed
1. I need to thoroughly read the Case Study assigned to my group by__________(date)
2. I need to refer to the Problem Analysis & Proposed Solutions (Sample) on pg 18 of the Students’ Notes,
Week 3 by ______________(date)
3. I need to complete the online quiz in the Week 3 folder by__________(date)

4. I need to complete the Problem Analysis & Solutions Template for my Case Study on pg 19
of the Students’ Notes, Week 3 by: _______________(date)

2. Performing my tasks

1. I have located both PowerPoint files on Resources: Team Communication Theories/Concepts

(Problem Analysis) & (Proposed Solutions) provided in the Week 3 folder.
2. I have mostly understood the Team Communication Theories/Concepts provided in the slides &
video resources (Week 3).

3. Monitoring the completion of my tasks

1. I referred to the Problem Analysis & Proposed Solutions Sample on pg 18 of the Students’
Notes, Week 3.
2. I have used the Problem Analysis & Proposed Solutions Template to identify 2 examples of
verbal communication errors and explained how they have hindered Team Communication.
3. I have used the Problem Analysis & Proposed Solutions Template to suggest appropriate
strategies to resolve the verbal communication errors and explained how they have enhanced Team
Communication.

4. Reflecting on my learning

After completing the Team Communication Assessment, the key lessons that I have learnt are:

PROBLEM ANALYIS & PROPOSED SOLUTIONS (SAMPLE) - DO NOT COPY!

(This sample may not be applicable to your case study. Review the possible causes and various
18
 Workplace Communication AY2019/ 2020 Oct semester

strategies available in the Resources: Team Communication Theories/Concepts – Problem Analysis &
Proposed Solutions PowerPoint files, LMS, Week 3 for your case study)

Character Team Communication VERBAL COMMUNICATION ERRORS & PROPOSED STRATEGIES

Theories/Concepts
Slides (Problem a. Select 2 examples of problematic dialogue) (e.g. choice of words, “I” vs “You”
Analysis & Proposed language etc.).
Solutions)
b. Explain how they hinder Team Communication.

c. Write revised dialogues to elicit a positive outcome/resolve the conflict) (e.g. choice of
words, “I” language, DASA etc.)

d. Explain how the revised dialogues enhance Team Communication

E.g. E.g. Example 1:

Mary  Individualism a. “I believe that I should be consulted, and feedback should be given to me so that I can
 Low context
 “You” language amend the proposal myself. You should know better as you are the Manager”
b. Mary seems to lack trust and appears to be tactless in making her request. The use of
“You” language” is likely to elicit a defensive response from the listener.”
c. Revised dialogue
 Assertive (D) “I notice that this is the second time that I have not been consulted about the draft
Communication proposal. (A) I feel disappointed as I know that I am capable of doing the necessary
Style
• Use of D.A.S.A revisions. (S) I’d prefer if I am consulted and feedback is provided to me. (A)You have
 “I” language always been very supportive and encouraging, and I’m confident I can do it!”
 Politeness Principle
d. By using DASA & “I language”:
of praise/approval
- Mary is able to assert herself confidently without sounding rude and offensive in
her verbal communication.
- She also shares factual information (e.g. second time that I have not …) so that her
verbal communication is not subjective and accusatory.
- Furthermore, she uses the politeness principle of praise to express appreciation to the
listener.
- These verbal communication strategies are likely to minimize tension and result in
positive communication.

19
 Workplace Communication AY2019/ 2020 Oct semester

PROBLEM ANALYSIS & PROPOSED SOLUTIONS TEMPLATE

Character Team Communication VERBAL COMMUNICATION ERRORS & PROPOSED STRATEGIES
Theories/Concepts
Slides (Problem a. Select 2 examples of problematic dialogue (e.g. choice of words, “I” vs “You”
Analysis & Proposed language etc.) from your scenario.
Solutions)
b. Explain how they hinder Team Communication.

c. Write revised dialogues to elicit a positive outcome/resolve the conflict (e.g.

choice of words, “I” language, DASA etc.) Type the improved dialogues into the
spaces below.

d. Explain how the revised dialogues enhance Team Communication

E.g. E.g. Example 1:

a.

b.

c.

d.

Example 2:

a.

b.

c.

d.

20