Documente Academic
Documente Profesional
Documente Cultură
Interpersonal
Communication
and Teamwork
Interpersonal Communication
• Greeting
• Introduction
• Exchange
• Summary
• Closing
Communication Styles
• Closed-ended question –
designed to produce a one- or
two-word answer
• Open-ended question – requires
a longer answer and promotes a
dialogue
Keys for Successful Telephone
Conversations
• Apologize.
• Acknowledge playing a part in
the failure.
• Engage in positive actions.
• Let go of the problem.
Feedback
Communication to a person or
team of people regarding the
effect of their behavior on
another person, the organization,
the customer, or the team
Positive Feedback
• Is specific
• Is well timed; give as closely to
the event as possible
• Is sometimes overlooked
• Fosters more of the appreciated
action
Constructive Feedback
• Is not criticism
• Helps people understand where
they are in relation to
expectations
• Should be delivered without fear
of negative response
• Should be accepted with an open
mind
Giving Constructive Feedback
• Accommodate
• Compromise
• Overpower
• Collaborate
Techniques for Handling
Conflict
• Act promptly.
• Schedule a meeting.
• Use active listening.
• Communicate honestly.
Techniques for Handling
Conflict
• Self-managed
• Process-improvement
• Cross-functional
• Virtual
Conditions for Effective Teams
• Prepare to participate.
• Participate appropriately.
• Listen effectively.
• Take thorough notes.
• Be courteous.
Virtual Teams and Technology
• Plan
• Draft
• Finalize