communicating in teams teams: mission and responsibility => goals formal teams: organization...
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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.