Chapter 2

Guffey, Business Communication: Process and Product, 5e7Chapter 2 Masters© 2006 South-Western/Thomson

Chapter 2COMMUNICATING IN GROUPS AND TEAMS

Why form groups and teams?● Better decisions● Faster response● Greater “buy-in”● Increased productivity● Less resistance to change● Improved employee morale● Reduced risks

Guffey, Business Communication: Process and Product, 5e8Chapter 2 Masters© 2006 South-Western/Thomson

Characteristics ofSelf-Directed Teams

● Clearly stated goals● Autonomy● Decision-making authority● Frequent communication● Ongoing training

Guffey, Business Communication: Process and Product, 5e9Chapter 2 Masters© 2006 South-Western/Thomson

Four Phases of Team Development

● Forming

● Storming

● Norming

● Performing

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Roles Played by Team Members

Task Roles● Initiator● Information seeker/giver● Opinion seeker/giver● Direction giver● Summarizer● Diagnoser● Energizer● Gatekeeper● Reality tester

What kinds of statements might be made by these role players?

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Roles Played by Team Members

Relationship Roles

● Participation encourager● Harmonizer/tension reliever● Evaluator of emotional climate● Praise giver● Empathic listener

Dysfunctional Roles● Blocker● Attacker● Recognition-seeker● Joker● Withdrawer

What kinds of statements might be made by these role players?

Guffey, Business Communication: Process and Product, 5e12Chapter 2 Masters© 2006 South-Western/Thomson

Resolving Work Conflicts

Common Conflict Response Patterns

● Avoidance/withdrawal● Accommodation/smoothing● Compromise● Competition/forcing● Collaboration/problem solving

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Six-Step Procedure for Dealing With

Conflict

1.Listen.2.Understand the other point of view.

3.Show a concern for the relationship.

4.Look for common ground.5.Invent new problem-solving options.6.Reach an agreement based on what’s fair.

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Methods for Reaching

Group Decisions

● Majority● Consensus● Minority● Averaging● Authority rule

with discussion

What are the advantages and disadvantages of each

method?

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Characteristics ofSuccessful Teams

● Small size, diverse makeup● Agreement on purpose● Agreement on procedures● Use of good communication

techniques● Ability to collaborate rather than

compete● Shared leadership

Guffey, Business Communication: Process and Product, 5e16Chapter 2 Masters© 2006 South-Western/Thomson

Planning Meetings● Consider whether a meeting is really

necessary.

● Include only key participants.

● Prepare agenda. Include topics, times, names.

Conducting Meetings● Start on time.

● Begin with an introduction that establishes goal and length of meeting, background of problem, possible solutions, tentative agenda, and ground rules.

● Appoint secretary (to take minutes) and recorder (to track ideas on flipchart).

● Encourage participation by all but avoid digressions.

● Deal with conflict openly. Let both sides air opinions.

● When the team reaches consensus, summarize and ask for agreement.

Concluding and Following Up

● End on time. Summarize results achieved.

● A few days later, distribute minutes.

● Remind team members of assignments.