Working in Teams

1. Communicating in Teams and Mastering Listening, Nonverbal Communication, and Business Etiquette Skills Excellence in Business Communication

2. Working in Teams • Two or more people • Common goal • Shared mission • Shared responsibility Excellence in Business Communication

3. Types of Workplace Teams • Problem solving • Taskforces • Committees • Virtual teams Excellence in Business Communication

4. Overview of Teams Advantages Disadvantages • Information & knowledge • Diversity of views • Acceptance of solutions • Performance • Groupthink • Hidden agendas • Free riders • High costs Excellence in Business Communication

5. Group Dynamics • Team roles • Group norms • Team identity Excellence in Business Communication

6. Team Roles • Self-oriented • Team-maintenance • Task-facilitating Excellence in Business Communication

7. Team Decision Making • Orientation • Conflict • Brainstorming • Emergence • Reinforcement Excellence in Business Communication

8. Conflict in Teams • Scarce resources • Task responsibilities • Poor communication • Attitudes, values, and personalities • Power struggles • Conflicting goals Excellence in Business Communication

9. Types of Conflict • Constructive • Exposes issues • Increases involvement • Generates ideas • Destructive • Diverts energy • Destroys morale • Divides the team Excellence in Business Communication

10. Conflict Resolution Strategies • Win-lose • Lose-lose • Win-win Excellence in Business Communication

11. Overcome Resistance • Express understanding • Raise awareness • Evaluate objections • Withhold arguments Excellence in Business Communication

12. Effective Teams • Have a clear sense of purpose • Communicate openly and honestly • Reach decisions by consensus • Think creatively • Remain focused • Resolve conflict effectively Excellence in Business Communication

13. Team members Strong leadership Cooperation Clear goals Solid commitment Clear responsibility Prompt action Compatible technology Applied technology Collaborative Writing Excellence in Business Communication

14. Critiquing Writing • Are the instructions clear? • Does the document accomplish its purpose? • Is the factual material correct? • Is the language unambiguous? Excellence in Business Communication

15. Productive Meetings • Decide on the purpose • Select participants • Choose the location • Set and follow an agenda Excellence in Business Communication

16. Effective Meetings • Stay on track • Follow parliamentary procedure • Encourage participation • Close effectively • Follow up Excellence in Business Communication

17. Usage of Business Communication Channels • Listening 45% • Reading 16% • Speaking 30% • Writing 9% Excellence in Business Communication

18. The Listening Process • Receiving • Interpreting • Remembering • Evaluating • Responding Excellence in Business Communication

19. Physical distraction Differing viewpoints Inappropriate reaction Prejudgment Self-centeredness Selective listening Speech/thought disparity Poor note taking Barriers to Listening Excellence in Business Communication

20. Benefits of Effective Listening • Strengthen relationships • Enhance productivity • Recognize innovation • Manage diversity • Gain a personal edge Excellence in Business Communication

21. Effective Listening • Listen to challenging material • Match listening style to speaker purpose • Minimize physical distractions • Practice active listening • Provide appropriate feedback Excellence in Business Communication

22. Basic Communication • Nonverbal • Less structured, harder to classify • More spontaneous, less control • Verbal • More structured, easier to study • Conscious purpose, more control Excellence in Business Communication

23. Types of Nonverbal Communication • Facial expressions • Gestures and posture • Vocal characteristics • Personal appearance • Touching behavior • Use of time and space Excellence in Business Communication

24. Functions of Nonverbal Communication • Reinforcement • Negation • Substitution • Intensification • Regulation Excellence in Business Communication

25. Response time Distancing Uneven speech Gap filling Raised pitch Squirming Eye contact Micro-expressions Comfort gestures Detecting the Truth Excellence in Business Communication

26. Maximizing Credibility • Eye behavior • Gestures • Posture • Voice Excellence in Business Communication

27. Improving Business Etiquette • Workplace appearance • Face-to-face interactions • Telephone interactions Excellence in Business Communication

28. Workplace Appearance • Smooth and finished • Elegant and refined • Crisp and starchy • Up-to-the-minute trendy Excellence in Business Communication

29. Face-to-Face Interactions • Smiling • Shaking hands • Making introductions • Sharing meals Excellence in Business Communication

30. Telephone Interactions • Use verbal responses • Increase volume slightly • Vary pitch and inflection • Speak to be understood Excellence in Business Communication

31. Receiving Phone Calls • Answer promptly with a smile • Identify yourself • Establish the caller’s needs • Be positive • Take accurate messages • Explain your actions Excellence in Business Communication

32. Making Phone Calls • Be ready before you call • Schedule the call • Minimize distractions • Introduce yourself • Don’t waste time • Stay focused • Close on a positive note Excellence in Business Communication

33. Using Voice Mail • Brief, accurate statements • Professional tone • Caller-focus • Helpful options • Current message • Prompt response Excellence in Business Communication

34. Leaving Voice Mail • Keep it simple • Sound professional • Avoid personal messages • Replay the message • Avoid multiple messages • Don’t hide behind voice mail Excellence in Business Communication