Prentice Hall, 2003

Business Communication Today Chapter 2 - 1

Communicating in Teams
and Mastering Listening
and Nonverbal
Communication Skills
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Business Communication Today Chapter 2 - 2
Types of Workplace Teams
Problem solving
Taskforces
Committees
Virtual teams
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Business Communication Today Chapter 2 - 3
Overview of Teams
Advantages
Information & knowledge
Diversity of views
Acceptance of solutions
Performance
Disadvantages
Groupthink
Hidden agendas
Free riders
High costs
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Business Communication Today Chapter 2 - 4
Group Dynamics
Team roles
Group norms
Team identity

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Business Communication Today Chapter 2 - 5
Roles People Play in Groups
Self-oriented
Team-maintenance
Task-facilitating
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Business Communication Today Chapter 2 - 6
Team Decision Making
Orientation
Conflict
Brainstorming
Emergence
Reinforcement
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Business Communication Today Chapter 2 - 7
Effective Teams
Have a clear sense of purpose
Communicate openly and honestly
Reach decisions by consensus
Think creatively
Remain focused
Resolve conflict effectively
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Business Communication Today Chapter 2 - 8
Conflict in Teams
Scarce resources
Task responsibilities
Poor communication
Attitudes and values
Power struggles
Conflicting goals
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Business Communication Today Chapter 2 - 9
Resolving Conflict
Proaction
Communication
Openness
Research
Flexibility
Fair play
Alliance
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Business Communication Today Chapter 2 - 10
Overcoming Resistance
Express understanding
Raise awareness
Evaluate objections
Withhold arguments
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Business Communication Today Chapter 2 - 11
Collaborative Writing
Team members
Strong leadership
Cooperation
Clear goals
Solid commitment
Clear responsibility
Prompt action
Compatible
technology
Applied technology
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Business Communication Today Chapter 2 - 12
Critiquing Writing
Are the instructions clear?
Does the document accomplish its
purpose?
Is the factual material correct?
Is the language unambiguous?
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Business Communication Today Chapter 2 - 13
Productive Meetings
Decide on the purpose
Select participants
Choose the location
Set and follow an agenda
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Business Communication Today Chapter 2 - 14
Effective Meetings
Stay on track
Follow parliamentary procedure
Encourage participation
Close effectively
Follow up
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Business Communication Today Chapter 2 - 15
Three Types of Listening
Content listening
Critical listening
Empathetic listening
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Business Communication Today Chapter 2 - 16
The Listening Process
Receiving
Interpreting
Remembering
Evaluating
Responding
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Business Communication Today Chapter 2 - 17
Barriers to Listening
Prejudgment
Self-centeredness
Selective listening
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Business Communication Today Chapter 2 - 18
Nonverbal Communication
Honesty
Reliability
Efficiency
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Business Communication Today Chapter 2 - 19
Types of Nonverbal
Communication
Facial expressions
Gestures and posture
Vocal characteristics
Personal appearance
Touching behavior
Use of time and space
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Business Communication Today Chapter 2 - 20
Maximizing Nonverbal
Communication Skills
Smile genuinely
Be aware of false cues
Keep appropriate distance
Use touch carefully
Respect status
Shake hands appropriately