Chapter 2

Mastering Team Skills and Interpersonal Communication

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Learning Objectives1. Communicating effectively in teams2. Communicating collaboratively3. Making meetings more productive4. Review online meeting technologies5. Improving listening skills6. Improving nonverbal communication7. Developing business etiquette

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Communicating Effectively in Teams

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Advantages of Teams

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•Information•Knowledge•Solutions•Diversity •Performance

Disadvantages of Teams

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•Hidden Agenda•Groupthink•Cost Issues

Traits of Effective Teams

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Objective & Purpose

Communication

Creativity

Strong Trust

Decision Making

Resolving Conflict

Group Dynamics

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Team Roles TeamEvolution

ConflictResolution

Degree ofResistance

Assuming Team Roles

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Self-Oriented

Team-Maintenance

Task-Oriented

Team Evolution Process

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Orientation1

Conflict2

Brainstorming3

Emergence4

Reinforcement5Phases of Group

Development

Resolving Team Conflict

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Fair Play

Alliance

Research

Flexibility

Proaction

Communication

Openness

Overcome Resistance

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• Express Understanding

• Raise the Awareness of Resistance

• Evaluate Others’ Objections Fairly

• Hold Arguments for the Right Time

Summary of Discussion

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Collaborating on Communication Efforts

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Collaborative Writing

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• Selecting Collaborators

• Agreeing on Project Goals

• Taking Time to Bond

• Clarifying Responsibilities

Collaborative Writing

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• Establishing Clear Processes

• Avoiding Group Writing

• Ensuring Technical Compatibility

• Checking Overall Progress

Collaborative Technology

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Organized Approach

Controlled Access

Flexible Approach

Open Access

Content Management

Wiki Systems

Teams and Workgroups

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Collaboration Platforms

Shared Workspaces

Social Networks

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•Teamwork•Communication•Collaboration•Knowledge •Community

Workplace Feedback

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•Constructive•Destructive

Summary of Discussion

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Making Your Meetings More Productive

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Productive Meetings

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The Purpose Participants

Time & Venue The Agenda

Efficient Meetings• Keep the meeting on track

• Follow agreed-upon rules

• Encourage everyone to participate

• Participate in an active way

• Close the meeting effectively23Chapter 2 - Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall

Summary of Discussion

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Meeting Technologies

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Types of Virtual Meetings

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•Instant Messaging•Teleconferencing•Videoconferencing

Successful Virtual Meetings

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Planning and Diligence

Summary of Discussion

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Improving Listening Skills

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Types of Listening

Active

Content Critical

Empathic

The Listening Process

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1. Receiving2. Decoding3. Remembering4. Evaluating5. Responding

Interruptions Distractions

Selective Listening Selective Perception

Language/Experience Memory Issues

Barriers to Listening

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Summary of Discussion

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Improving Nonverbal Communication Skills

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Nonverbal Categories

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• Facial Expressions• Gestures and Postures

• Vocal Characteristics

Nonverbal Categories

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• Personal Appearance• Touching Behavior• Time and Space

Effective Nonverbal Communication

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•Talking•Not Talking•Listening

Summary of Discussion

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Developing Your Business Etiquette

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In the Workplace

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Personal Appearance

Business Meetings

Phone Skills Mobile Phones

In Social Settings

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First Impressions

Personal Introductions

BusinessMeals

MobilePhones

Business Etiquette Online

• Behave professionally online

• Avoid personal attacks

• Stay focused on the original topic

• Don’t present opinions as facts

• Use standard spelling and grammar

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Business Etiquette Online

• Use up-to-date virus protection

• Use hard-to-break passwords

• Ask permission before chatting

• Control language and emotions

• Avoid multitasking and IM43Chapter 2 - Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall

Business Etiquette Online

• Never assume privacy

• Avoid “reply all” in email

• Don’t waste other people’s time

• Respect personal boundaries

• Be careful when commenting online

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Summary of Discussion

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Chapter 2

Mastering Team Skills and Interpersonal Communication

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47Chapter 2 - Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall