Communicating in Teams

and Mastering Listening

and Nonverbal
Communication Skills

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 1

 Overview
Overview of
of Teams
Teams

Advantages
Advantages Disadvantages
Disadvantages

Information & knowledge Groupthink

Diversity of views Hidden agendas

Acceptance of solutions Free riders

Performance levels High costs

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 2

 Characteristics of
Effective Teams
Clear Open
Purpose Communication

Consensus
Creative
Decision
Thinking
Making

Focused Conflict
Efforts Resolution

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 3

 Preparing for Meetings

Purpose Participants

Agenda Location

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 4

 Effective Focus

Meetings Procedures

Participation

Closing

Follow-Up
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 5
 The Listening Process
Message

Receiving
Receiving Interpreting
Interpreting Remembering
Remembering

Feedback Message

Responding
Responding Evaluating
Evaluating

Message
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 6
 Barriers to Listening

Prejudgment

Self-
Centeredness

Selective
Listening
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 7
 Effective Listening
• Find areas of interest
• Focus on content
• Hold your fire
• Listen for ideas
• Take selective notes
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 8
 Effective Listening
• Work at listening
• Block competing thoughts
• Paraphrase the speaker
• Stay open-minded
• Stay ahead of the speaker
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 9
 Receiving Telephone Calls
• Answer promptly

• Identify yourself

• Establish rapport

• Be positive

• Take messages

• Explain your actions

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 10

 Making Telephone Calls
• Get ready
• Schedule the call
• Minimize distractions
• Introduce yourself
• Don’t take up too much time
• Maintain focus
• Use a positive close

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 11

 Using Voice Mail

Minimize Reduce
Time-Zones Paperwork

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 12

 Effective
Voice Mail Greetings

Be
BeBrief
Brief Sound
Sound Keep
KeepCallers
Callers
and
andAccurate
Accurate Professional
Professional in
inMind
Mind

Make
MakeOptions
Options Update
UpdateYour
Your Respond
Respondto
to
Helpful
Helpful Greetings
Greetings Calls
CallsPromptly
Promptly

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 13

 Effective
Voice Mail Messages

Keep
Keepthe
the Sound
Sound Avoid
AvoidPersonal
Personal
Message
MessageSimple
Simple Professional
Professional Messages
Messages

Replay
Replaythe
the Avoid
AvoidMultiple
Multiple Don’t
Don’tHide
Hide
Message
Message Messages
Messages Behind
BehindVoice
VoiceMail
Mail

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 14

Nonverbal Communication

Intent

Spontaneity

Honesty

Efficiency
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 15
 Types of Nonverbal
Communication

Facial Use of Time Vocal

Expressions and Space Characteristics

Gestures Personal Touching

and Posture Appearance Behavior

© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 16

 Maximizing Nonverbal
Communication
• Avoid conflicting signals
• Strive for honesty
• Smile genuinely
• Maintain eye contact
• Be aware of posture and gestures
• Use appropriate vocal signals
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 17
 Maximizing Nonverbal
Communication
• Know your audience
• Acknowledge comfort zones
• Shake hands appropriately
• Respect varying attitudes about time
• Use touch carefully
• Be aware of false cues
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 18