copyright © 2010 pearson education internationalchapter 2 - 1 mastering interpersonal communication

Copyright © 2010 Pearson Education International Chapter 2 - 1

Mastering Mastering Interpersonal Interpersonal

CommunicationCommunication


Learning ObjectivesLearning Objectives

• Highlight the advantages and disadvantages

of working in teams

• Name eight guidelines for successful

collaborative writing

• Explain how meeting technologies can

expedite communication and describe social

networking in business communication


Learning ObjectivesLearning Objectives

• Describe the listening process and how good

listeners overcome barriers at each stage of

the process

• Clarify the importance of nonverbal

communication and describe six categories

of nonverbal expression

• Review the importance of business etiquette


Communicating in TeamsCommunicating in Teams

• Problem solving

• Task forces

• Committees


Overview of TeamsOverview of Teams

Advantages

•More information

•Diversity of views

•Support for solutions

•Improved performance

Disadvantages

•Time issues

•Groupthink

•Hidden agendas

•High costs


Effective TeamsEffective 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


Ineffective TeamsIneffective Teams

• Communication issues, suspicion,

and lack of trust

– Waste time and money

– Generate low quality

– Breed frustration


Collaborative Writing Collaborative Writing

Clarify Processes

Avoid Group Writing

Ensure Compatibility

Check Progress Often

Select Collaborators

Agree on Goals

Take Time to Bond

Clarify Responsibilities


Writing TechnologiesWriting Technologies

• Content management systems

• Wiki sites

• Groupware

• Shared workspaces


Group DynamicsGroup Dynamics

• Team roles

• Team development

• Conflict

• Resistance


Assuming Team RolesAssuming Team Roles

• Self-oriented

• Team-maintenance

• Task-oriented


Phases of Team Phases of Team EvolutionEvolution

• General framework

1. Orientation

2. Conflict

3. Brainstorming

4. Emergence

5. Reinforcement


Types of Team ConflictTypes of Team Conflict

• Constructive (Win-Win)

• Destructive (Win-Lose or Lose-Lose)


Resolving Team ConflictResolving Team Conflict

• Seven methods– Proaction– Communication– Openness– Research – Flexibility– Fair play– Alliance


Overcoming ResistanceOvercoming Resistance

• Express understanding

• Make people aware of their resistance

• Evaluate others’ objections fairly

• Withhold arguments until the other

person is ready for them


Networking TechnologiesNetworking Technologies

• Social networks

• Virtual communities


Productive MeetingsProductive Meetings

• Preparation

• Efficiency

• Technology


Preparing for MeetingsPreparing for Meetings

• Identify your purpose

• Select participants

• Choose the time and place

• Set the agenda


Leading and Leading and ParticipatingParticipating

• Stay on track

• Follow the rules

• Invite participation

• Participate actively

• Close effectively


Meeting TechnologiesMeeting Technologies

• Virtual teams

• Virtual meetings

• Teleconferences

• Videoconferences

• Web-based systems


Effective Listening SkillsEffective Listening Skills

• Build relationships

• Enhance product deliveries

• Capture opportunities

• Manage diversity


Types of ListeningTypes of Listening

• Content listening

• Critical listening

• Empathic listening

• Active listening


The Listening ProcessThe Listening Process

• Receiving

• Decoding

• Remembering

• Evaluating

• Responding


Barriers to ListeningBarriers to Listening

• Interruptions

• Selective listening

• Selective perception

• Language or experience

• Memory problems


Nonverbal Nonverbal CommunicationCommunication

• Intentional and unintentional effects

– Support words

– Weaken words

– Replace words


Categories of Nonverbal Categories of Nonverbal CommunicationCommunication

• Facial expressions

• Gestures and posture

• Vocal characteristics

• Personal appearance

• Touching behavior

• Time and space


Using Nonverbal Using Nonverbal Communication EffectivelyCommunication Effectively

• When talking

• When not talking

• When listening


Business EtiquetteBusiness Etiquette

• Workplace

• Social settings

• Online


Etiquette in the Etiquette in the WorkplaceWorkplace

• Personal appearance

• Personal grooming

• Personal demeanor

• Telephone skills


Etiquette in Social Etiquette in Social

SettingsSettings• Appearance and actions

• Personal introductions

• Business meals

• Mobile phones

• Inappropriate topics


Business Etiquette Business Etiquette OnlineOnline

• 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


Business Etiquette Business Etiquette OnlineOnline

• 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 internationalchapter 2 - 1 mastering interpersonal communication

Documents

conflict slide

reinforcement slide

business communication

group writing

overview of teams

teams problem

meeting technologies

social networking