Mastering Interpersonal

Communication

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 1

Communicating in Teams

Problem-Solving

Task Forces

Committees

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 Overview of Teams
Advantages Disadvantages

•Increased Information •Time Issues

•Diversity of Views •Groupthink

•Support for Solutions •Hidden Agendas

•Improved Performance •Increased Costs

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 3
 Effective Teams
• Have a clear objective
• Share a sense of purpose
• Communicate openly and honestly
• Reach decisions by consensus
• Think in creative ways
• Know how to resolve conflict
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 4
 Ineffective Teams
Communication Suspicion and
Issues Lack of Trust

Waste Time and Money

Generate Low-Quality Work

Breed Frustration
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 Collaborative Writing
Select Collaborators Clarify Processes

Agree on Goals Avoid Group Writing

Take Time to Bond Ensure Compatibility

Clarify Responsibilities Check Progress Often

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 Writing Technologies
Content Management

Wiki Site

Groupware

Shared Workspaces

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 Group Dynamics
Team Roles

Team Development

Conflict & Resistance

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 Assuming Team Roles
Self- Team- Task-
Oriented Maintenance Oriented

Controlling Initiating and

Encouraging
and Diverting Coordinating

Withdrawing Harmonizing Seeking Information

Seeking Attention Compromising Setting Procedures

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Phases of Team Evolution
General Framework

1 2
Orientation Conflict

3 4 5
Brainstorming Emergence Reinforcement

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 Types of Team Conflict

Constructive Destructive
Win-Win Strategy Win-Lose or Lose-Lose Outcome

Exposes Issues Diverts Energy

Boosts Involvement Destroys Morale

Generates Ideas Divides the Team

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 Resolving Team Conflict

Proaction

Fair Play Research

Communication

Alliance Flexibility

Openness

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 Overcoming Resistance
Express Understanding

Uncover Resistance

Evaluate Objections

Withhold Arguments
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Networking Technologies

Social
Networks

Virtual
Communities
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 Productive Meetings

Preparation

Face-to-Face Virtual
Meetings Efficiency Meetings

Technology

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 Purpose Participants

Preparing for
Meetings

Time and
Agenda
Place
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Leading and Participating

Stay on Follow
Track the Rules

Invite Participate Close

Participation Actively Effectively

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Meeting Technologies
• Virtual Teams

• Virtual Meetings

• Teleconferences

• Videoconferences

• Web-Based Systems
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Effective Listening Skills

Relationships

Product Delivery

Opportunities

Diversity

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 Types of Listening

Content Critical

Empathic Active

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The Listening Process
Message

Receiving Decoding Remembering

Responding Evaluating

Feedback
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 Barriers to Listening
 Interruptions

 Selective listening

 Selective perception

 Language or experience

 Memory problems
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 22
Nonverbal Communication

Support Words

Weaken Words

Replace Words
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 Categories of Nonverbal
Communication
Facial Expressions Gestures and Posture

Vocal Characteristics Personal Appearance

Touching Behavior Time and Space

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 Using Nonverbal
Communication Effectively

When Talking

When Not Talking

When Listening

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 Business Etiquette

The Workplace

Social Settings

Online
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Etiquette in the Workplace

Personal Appearance

Personal Grooming

Personal Demeanor

Telephone Skills
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Etiquette in Social Settings

Appearance Personal
and Actions Introductions

Business Mobile Inappropriate

Meals Phones Topics

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Business Etiquette Online
• Learn the basics of online etiquette
• Avoid personal attacks
• Stay focused on the original topic
• Do not present opinions as facts
• Follow grammar and spelling rules
• Use virus protection
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 29
Business Etiquette Online
• Ask permission before IM chatting
• Control language and emotions
• Avoid multitasking and IM
• Never assume privacy
• Avoid “reply all” in email
• Do not waste other people’s time
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 30
Mastering Interpersonal
Communication

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 31