bcen 3510, business communication chapter 3: listening, team communication and difficult...
TRANSCRIPT
BCEN 3510, Business Communication
Chapter 3: Listening, Team Communication and Difficult Conversations
Listening, Team Communication and Difficult Conversations
• Active Listening– Paying attention– Holding judgment– Reflecting– Clarifying– Summarizing– Sharing
Listening, Team Communication and Difficult Conversations
• Barriers to Effective Listening– Lack of time– Lack of patience and attention span– Image of leadership– Communication technology– Fear of bad news or uncomfortable information– Defending– “Me too” statements– Advice giving– Judging
Listening, Team Communication and Difficult Conversations
• Asking the Right Questions– Rapport-building questions– Funnel questions– Probing questions– Solution-oriented questions
Listening, Team Communication and Difficult Conversations
• Avoiding the Wrong Questions– Leading questions– Disguised statements– Cross-examination questions
Listening, Team Communication and Difficult Conversations
• Principles of Effective Team Communication– Stages of team development• Forming• Storming• Norming• Performing
Listening, Team Communication and Difficult Conversations
• Effective teams– Spend a lot of time discussing values, norms, and
goals– Spend most of their time discussing work issues– Meet often– Embrace differing viewpoints and conflict– Feel a common sense of purpose
Listening, Team Communication and Difficult Conversations
• Managing Meetings– Planning• Purpose• Who should attend?• Schedule• Roles/responsibilities• Agenda• Materials needed before meeting• When/how to announce• Rooms? Equipment? Printing materials?
Listening, Team Communication and Difficult Conversations
• Managing Meetings– Running effective meetings• Create tradition, culture, and variety• Set expectations and follow agenda• Encourage participation/expression of ideas• Build consensus and plan of action• Deal with difficult people
Listening, Team Communication and Difficult Conversations
• Managing Meetings– Following up after meetings• Distribute minutes• Follow up on any action items
Listening, Team Communication and Difficult Conversations
• Managing Difficult Conversations– Embrace difficult conversations– Assume the best in others– Adopt a learning stance/commit to hearing everyone’s
story– Stay calm and overcome noise– Find common ground– Disagree diplomatically– Avoid exaggeration and either/or approaches– Initiate the conversation, share stories, focus on solutions