Mastering Interpersonal Communication

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 2 - 1

Communicating in Teams
Problem-Solving

Task Forces

Committees
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Overview of Teams
Advantages
•Increased Information •Diversity of Views •Support for Solutions •Improved Performance

Disadvantages
•Time Issues •Groupthink •Hidden Agendas •Increased Costs
Chapter 2 - 3

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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
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Ineffective Teams
Communication Issues Suspicion and Lack of Trust

Waste Time and Money Generate Low-Quality Work Breed Frustration
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Collaborative Writing
Select Collaborators
Agree on Goals Take Time to Bond

Clarify Processes
Avoid Group Writing Ensure Compatibility

Clarify Responsibilities Check Progress Often
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Writing Technologies
Content Management

Wiki Site
Groupware Shared Workspaces
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Group Dynamics
Team Roles

Team Development

Conflict & Resistance
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Assuming Team Roles
SelfOriented
Controlling and Diverting Withdrawing Seeking Attention

TeamMaintenance
Encouraging Harmonizing Compromising

TaskOriented
Initiating and Coordinating Seeking Information Setting Procedures
Chapter 2 - 9

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Phases of Team Evolution
General Framework
1 2

Orientation
3 4

Conflict
5

Brainstorming

Emergence

Reinforcement
Chapter 2 - 10

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Types of Team Conflict
Constructive
Win-Win Strategy

Destructive
Win-Lose or Lose-Lose Outcome

Exposes Issues Boosts Involvement Generates Ideas

Diverts Energy Destroys Morale Divides the Team
Chapter 2 - 11

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Resolving Team Conflict
Proaction Fair Play Communication Alliance Openness
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Research

Flexibility

Overcoming Resistance
Express Understanding
Uncover Resistance Evaluate Objections Withhold Arguments
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Networking Technologies
Social Networks
Virtual Communities
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Productive Meetings
Preparation
Face-to-Face Meetings

Efficiency Technology

Virtual Meetings

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Chapter 2 - 15

Purpose

Participants

Preparing for Meetings
Time and Place
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Agenda
Chapter 2 - 16

Leading and Participating
Stay on Track Follow the Rules

Invite Participation

Participate Actively

Close Effectively
Chapter 2 - 17

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Meeting Technologies
• Virtual Teams
• Virtual Meetings

• Teleconferences
• Videoconferences • Web-Based Systems
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Effective Listening Skills
Relationships
Product Delivery Opportunities Diversity
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Types of Listening
Content Critical

Empathic
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Active
Chapter 2 - 20

The Listening Process
Message

Receiving

Decoding

Remembering

Responding
Feedback
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Evaluating

Chapter 2 - 21

Barriers to Listening
 Interruptions
 Selective listening  Selective perception  Language or experience  Memory problems
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Nonverbal Communication
Support Words
Weaken Words Replace Words
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Categories of Nonverbal Communication
Facial Expressions Gestures and Posture

Vocal Characteristics

Personal Appearance

Touching Behavior

Time and Space
Chapter 2 - 24

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Using Nonverbal Communication Effectively
When Talking When Not Talking

When Listening
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Business Etiquette
The Workplace
Social Settings Online
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Etiquette in the Workplace
Personal Appearance
Personal Grooming Personal Demeanor Telephone Skills
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Etiquette in Social Settings

Appearance and Actions

Personal Introductions

Business Meals

Mobile Phones

Inappropriate Topics
Chapter 2 - 28

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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
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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
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 30

Mastering Interpersonal Communication

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 2 - 31

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