Communicating in Teams and Mastering Listening, Nonverbal Communication, and Etiquette Skills

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

2. Two or More People Common Goal Shared Mission Shared Responsibility Working in Teams Excellence in Business Communication

3. Problem Solving Task Forces Committees Virtual Teams Workplace 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 Rules Norms Identity Excellence in Business Communication

6. Team-Member Roles Self- Oriented Group- Maintenance Task- Facilitating • Controlling • Withdrawing • Attention Seeking • Diverting • Encouraging • Harmonizing • Compromising • Initiating • Information Seeking • Coordinating • Procedure Setting 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 and values • Power struggles • Conflicting goals Excellence in Business Communication

9. Types of Conflict Constructive Destructive Exposes Issues Diverts Energy Boosts Involvement Destroys Morale Generates Ideas Divides the Team Excellence in Business Communication

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

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

12. Clear Purpose Effective Teams Collaborative Relationships Open Communication Creative Thinking Consensus Decision Making Focused Efforts Conflict Resolution Excellence in Business Communication

13. Collaborative Writing Team Members Strong Leadership Cooperation Clear Goals Excellence in Business Communication

14. Collaborative Writing Solid Commitment Clear Responsibility Prompt Action Appropriate Technology Excellence in Business Communication

15. Critiquing Writing • Clear instructions • Purpose of the document • Correct factual material • Unambiguous language Excellence in Business Communication

16. Purpose Participants PRODUCTIVE MEETINGS Agenda Location Excellence in Business Communication

17. Focus Procedures Participation Closing Follow-Up Effective Meetings Excellence in Business Communication

18. Writing 9% Speaking 30% Listening 45% Reading 16% Usage of Business Communication Channels Sending Receiving Excellence in Business Communication

19. The Listening Process Message Receiving Interpreting Remembering Message Feedback Responding Evaluating Message Excellence in Business Communication

20. Physical Distractions Differing Viewpoints Poor Note Taking Prejudgment Self-Centeredness Selective Listening Speech/Though Disparity Inappropriate Reaction Barriers to Listening Excellence in Business Communication

21. Strengthen Relationships Enhance Productivity Recognize Innovation Manage Diversity Gain a Personal Edge Benefits of Listening Excellence in Business Communication

22. Match Listening Style to Speaker Purpose Minimize Physical Distractions Practice Active Listening Provide Appropriate Feedback Listening Guidelines Excellence in Business Communication

23. Structure Intent Less Structured Harder to Classify More Spontaneous Less Control Nonverbal Nonverbal More Structured Easier to Study Conscious Purpose More Control Verbal Verbal Basic Communication Excellence in Business Communication

24. Types of Nonverbal Communication Facial Expressions Gestures and Posture Use of Time and Space Vocal Characteristics Touching Behavior Personal Appearance Excellence in Business Communication

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

26. Response Time Distancing Uneven Speech Gap Filling Raised Pitch Squirming Eye Contact Micro Expressions Comfort Gestures Detecting the Truth Excellence in Business Communication

27. Eye Behavior Gestures Posture Voice Maximizing Credibility Excellence in Business Communication

28. Improving Business Etiquette Appearance Interactions Personal Grooming Wardrobe & Accessories Face-to- Face Over the Telephone Workplace Behaviors Excellence in Business Communication

29. Smooth and Finished Elegant and Refined Crisp and Starchy Up-to-the Minute Trendy Workplace Appearance Excellence in Business Communication

30. Smiling Shaking Hands Making Introductions Sharing Meals Face-to-Face Interactions Excellence in Business Communication

31. Use Verbal Responses Increase Volume Slightly Vary Pitch and Inflection Speak to Be Understood Telephone Interactions Listening Tone of Voice Attitude Speaking Excellence in Business Communication

32. Answer Promptly With a Smile Identify Yourself Establish the Caller’s Needs Receiving Phone Calls Excellence in Business Communication

33. Stay Positive Take Accurate Messages Explain Your Actions Receiving Phone Calls Excellence in Business Communication

34. Making Phone Calls Plan and Schedule Your Calls Minimize Distractions Introduce Yourself Excellence in Business Communication

35. Making Phone Calls Don’t Waste Time Maintain Focus Close on a Positive Note Excellence in Business Communication

36. Brief Statements Professional Tone Caller-Focus Helpful Options Current Message Prompt Response Using Voice Mail Excellence in Business Communication

37. Keep It Simple Sound Professional Avoid Personal Messages Leaving Voice Mail Excellence in Business Communication

38. Replay the Message Avoid Multiple Messages Don’t Hide Behind Voice Mail Leaving Voice Mail Excellence in Business Communication