Communicating in Teams Teams: Mission and responsibility =>

Goals Formal teams: Organization structure

Ex/ Committees Informal teams: Solve a problem, work on

a specific activity, encourage employee participationEffective communication- essential to every aspect of team performance

Advantages Improve productivity, creativity and

employee involvement. Core of the participative management. Increased information & knowledge Increased diversity of views Increased acceptance of a solution

Disadvantages Unsuccesful => waste time & money Free riders Cost Hidden agendas

Collaborative Communication Avoid “MY WAY IS BEST!” Right partners Socializing Clarify individual responsibilities Establish clear processes Tools & techniques Avoid writing as a group Check

Group Dynamics Interactions & processes taking place in

a team => synergy TEAM ROLES

Self-oriented: personal needs Team-maintenance: working together Task-facilitating: solve problems & make

decisions

Team EvolutionI. OrientationII. Conflict: Constructive (involvement &

creative ideas) & Destructive (morale & dividing the team)

Resolving conflict: 1) Proaction 2) Communication3) Openness 4) Research5) Flexibility 6) Fair play7) Alliance

Team Evolution

III. Brainstorming

IV. Emergence- Consensus

V. Reinforcement

Overcoming resistance Calm, reasonable, give & take Express understanding Deal directly with the resistance Don’t repeat yourself Hold your arguments

Etiquette in Team Settings Rude to others or an embarrasment Attention to business etiquette

In Social Settings:Personal appearancePlan Phone Calls as carefully as you plan meetings: 1)

Listen2) Increase volume slighlty 3) Not in a monotone way4) Speak slowly with the foreign people5) Stay focused

Placing Calls1) Be ready before you call

2) Minimize distractions.

3) Identify yourself, verify if it’s a good time.

4) Not too much time.

5) Close friendly & in a positive manner.

Receiving calls:

Be positive & How may I help you?

Using Voicemail1) Make it brief & professional

2) Check & return within 24 hours IF necessary

3) Be careful what you say.

Business is often conducted over MEALS:

Easy to eat!

Not politics, religion & emotions

Not too personal.

Never complain about work.

Making your meetings more productive: Formal, informal or virtual meetings1) Avoid when a memo or message would do

the job.2) Avoid holding a meeting without a specific

goal.

Types: I) Informational (sharing information & coordinating action)

II) Decision-making (analysis, problem-solving, brainstorming)

Preparation for a meeting:1) Identify your purpose2) Select right participants3) Choose the time & facility4) Set the agenda

What do we need to do?What issues will be of greatest

importance?What information must be available?

Leading & Participating in meetings: Keep the meeting on track Follow agreed-upon roles Encourage participation Participate actively Close effectively: Verify that the

objectives have been met.

Using Meeting Technologies Virtual teams: Online brainstormingEx/ Web-based meeting systems Instant messaging (security, not lenghty

and complex messages; instead e-mail) Videoconferencing Shared workspaces: giving team

members instant access to shared resources and information.

Improving Your Listening Skills“By understanding what that person’s real

concern is and doing stg. about it- that’s how you win people over.”

Effective listening:Strengthens organization relationshipsEnhances product deliveryAlerts the organization to opportunuties for innovation

Types of ListeningsI) Content Listening: Information.

Understand & retain the speaker’s message. No agree, disagree etc.

II) Critical Listening: Understand & evaluate the message

III) Empathic Listening: Speaker’s feelings; Don’t judge

Understanding Listening Process At or below 25% efficiency rate Half of a 10-min. conversation => other half

=> within 48 hours To listen effectively => 5 steps:1) Receiving (physically hearing)2) Interpreting (assign meaning)3) Remembering (short vs. long-term memory) 4) Evaluating (critical thinking skills)5) Responding (reacting)

Barriers to Effective Listening1. Checking your watch2. Making eye contact with someone over

the speaker’s shoulder3. Interrupting speakers4. Selective listening 5. Listeners’ minds tend to wander6. Not sharing enough language or

experience with the speaker etc.

Overcoming Barriers to Effective Listening1. Control physical barriers2. Avoid selective listening3. Keep on mind4. Give the speaker a chance to correct your

interpretation5. Capture information6. Improve short-term memory by repeating7. Improve long-term memory by

categorization, visualization & mnemonics.

Improving your Nonverbal Communication Skills:

Nonverbal Com: Sending & receiving information without using written or spoken language. Plays 3 roles:

I) Complementing verbal language

II) Reveals truth

III) Convey information efficiently

Basic Nonverbal Signals

1. Facial Expressions

2. Gesture & Posture

3. Vocal characteristics (tone of voice)

4. Personal Appearance

5. Touch

6. Time & Space

Using Nonverbal Communication EffectivelyMake sure nonverbal signals match the tone & content of

spoken com. Improving nonverbal com. skills:

Understand the roles that nonverval signals play in communicationRecognize nonverbal signals

Facial expressions reveal the intensity of speaker’s feelingsWatch for clues from gesture & posturesPhysical appearanceBe careful with physical contact, touch etc.Pay attention to the use of time & space.