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Copyright 2013 Pearson Education, Inc.

publishing as Prentice Hall Chapter 2 - 1


Chapter 2

Mastering Team Skills and
Interpersonal
Communication
Learning Objectives
1. List the advantages and disadvantages of working in
teams, describe the characteristics of effective teams,
and highlight four key issues of group dynamics
2. Offer guidelines for collaborative communication, identify
major collaboration technologies, and explain how to give
constructive feedback
3. List the steps needed to ensure productive team
meetings
4. Identify the major technologies used to enhance or
replace in-person meetings


Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 2
Learning Objectives
5. Identify three major modes of listening, describe the
listening process, and explain the problem of
selective listening
6. Explain the importance of nonverbal communication,
and identify six major categories of nonverbal
expression
7. Explain the importance of business etiquette, and
identify three key areas in which good etiquette is
essential

Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 3
Communicating Effectively in
Teams
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 4
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 5
Communicating in Teams
Problem Solving
Task Forces
Committees
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 6
Advantages Disadvantages
Increased Information
Diversity of Views
Support for Solutions
Improved Performance
Time Issues
Groupthink
Hidden Agendas
Increased Costs
Advantages and
Disadvantages of Teams
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 7
Characteristics of
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
Group Dynamics
Team Roles
Team Development
Resolving Conflict
Overcoming Resistance
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 8
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 9
Self-
Oriented
Team-
Maintenance
Task-
Oriented
Initiating and
Coordinating
Seeking Information
Setting Procedures
Encouraging
Harmonizing
Compromising
Controlling
and Diverting
Withdrawing
Seeking Attention
Assuming Team Roles
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 10
General Framework
Orientation
1
Conflict
2
Brainstorming
3
Emergence
4
Reinforcement
5
Phases of Team
Development
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 11
Proactive
Behavior
Communication
Openness
Research
Flexibility
Fair Play
Alliance
Resolving Team Conflict
Overcoming Resistance
Express Understanding
Uncover Resistance
Evaluate Objections
Withhold Arguments
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 12
Summary of Objectives
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 13
Collaborating on Communication
Efforts
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Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 15
Clarify Processes
Avoid Group Writing
Ensure Compatibility
Check Progress Often
Select Collaborators
Agree on Goals
Take Time to Bond
Clarify Responsibilities
Guidelines for Collaborative
Writing
Collaborative Technologies

Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 16
Content Management
Wiki Website
Groupware
Shared Workspaces
Discuss Improvements
Be Specific
Keep Feedback Impersonal
Verify Understanding
Time Feedback Carefully

Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 17
Giving Constructive
Feedback
Summary of Objectives
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 18
Making Your Meetings More
Productive
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 19
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 20
Preparation
Efficiency
Technology
Virtual
Meetings
Face-to-Face
Meetings
Making Your Meetings More
Productive
Preparing For Meetings
Purpose
Participants
Time and
Place
Agenda
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 21
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 22
Stay on
Track
Follow
the Rules
Invite
Participation
Participate
Actively
Close
Effectively
Conducting and Contributing to
Effective Meetings
Summary of Objectives
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 23
Using Meeting Technologies
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Using Meeting Technologies
Virtual Meetings
Teleconferences
Videoconferences
Web-Based Systems
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 25
Summary of Objectives
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 26
Improving Your Listening Skills
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 27
The Importance of Listening
Skills
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Relationships, Opportunities, Diversity
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Content
Active Empathic
Critical
Recognizing Types of
Listening
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Responding
5
Feedback
Message
Receiving
1
Decoding
2
Remembering
3
Evaluating
4
Understanding The
Listening Process
Selective
Listening
Selective
Perception
Memory
Problems

Overcoming Barriers to
Effective Listening
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 31
Summary of Objectives
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 32
Improving Your Nonverbal
Communication Skills
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Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 34
Strengthen Words
Weaken Words
Replace Words
Understanding Nonverbal
Communication
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 35
Touching Behavior
Vocal Characteristics
Facial Expressions
Time and Space
Personal Appearance
Gestures and Posture
Recognizing Nonverbal
Communication
Summary of Objectives
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 36
Developing Your Business
Etiquette
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 37
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 38
Successful
Teamwork
Productive
Meetings
Nonverbal Communication
Effective Listening
The Workplace
Social Settings
Online Communication
The Importance of Business
Etiquette
Etiquette In The Workplace
Personal Appearance
Personal Grooming
Personal Demeanor
Telephone Skills
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 39
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 40
Business
Meals
Mobile
Phones
Inappropriate
Topics
Appearance
and Actions
Personal
Introductions
Etiquette in Social Settings
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 41
Avoid personal attacks
Stay focused on the original topic
Do not present opinions as facts
Follow grammar and spelling rules
Use virus protection
Business Etiquette Online
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 42
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 peoples time
Business Etiquette Online
Summary of Objectives
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 43
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 44
Chapter 2

Mastering Team Skills and
Interpersonal
Communication
Copyright 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 45