© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 1

Communicating in Teams Communicating in Teams and Mastering Listening and Mastering Listening

and Nonverbal and Nonverbal CommunicationCommunication

Communicating in Teams Communicating in Teams and Mastering Listening and Mastering Listening

and Nonverbal and Nonverbal CommunicationCommunication

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 2

Overview of TeamsOverview of Teams

AdvantagesAdvantages DisadvantagesDisadvantages

Information and KnowledgeInformation and KnowledgeInformation and KnowledgeInformation and Knowledge

Diversity of ViewsDiversity of ViewsDiversity of ViewsDiversity of Views

Solution AcceptanceSolution AcceptanceSolution AcceptanceSolution Acceptance

Improved PerformanceImproved PerformanceImproved PerformanceImproved Performance

GroupthinkGroupthinkGroupthinkGroupthink

Hidden AgendasHidden AgendasHidden AgendasHidden Agendas

Free RidersFree RidersFree RidersFree Riders

Increased CostsIncreased CostsIncreased CostsIncreased Costs

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 3

Workplace EtiquetteWorkplace Etiquette

First ImpressionsFirst Impressions

Personal AppearancePersonal Appearance

A Genuine SmileA Genuine Smile

Telephone SkillsTelephone Skills

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 4

Social EtiquetteSocial Etiquette

Business Business MealsMeals

Business Business MealsMeals Mobile PhonesMobile PhonesMobile PhonesMobile Phones InappropriateInappropriate

TopicsTopics

InappropriateInappropriateTopicsTopics

FirstFirstImpressionsImpressions

FirstFirstImpressionsImpressions

PersonalPersonalIntroductionsIntroductions

PersonalPersonalIntroductionsIntroductions

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 5

ParticipantsParticipantsPurposePurpose

LocationLocation AgendaAgenda

Preparing forMeetings

Preparing forMeetings

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 6

Conducting and Conducting and Attending MeetingsAttending Meetings

Stay on track

Follow the rules

Promote participation

Participate actively

Close effectively

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 7

Meeting Meeting TechnologiesTechnologies

Groupware

Web-Based MeetingsShared Workspace Videoconferencing

Virtual Teams Virtual Meetings

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 8

Improving Listening Improving Listening SkillsSkills

Build RelationshipsBuild Relationships

Promote Innovation Promote Innovation

Manage DiversityManage Diversity

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 9

Types of ListeningTypes of Listening

ContentContent

CriticalCritical

EmphaticEmphatic

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 10

The Listening The Listening ProcessProcess

Feedback

InterpretingInterpretingInterpretingInterpreting RememberingRememberingRememberingRememberingReceivingReceivingReceivingReceiving

EvaluatingEvaluatingEvaluatingEvaluatingRespondingRespondingRespondingResponding

Message

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 11

Barriers to ListeningBarriers to Listening

PhysicalPhysicalReception Reception

PhysicalPhysicalReception Reception

SelectiveSelectiveListeningListening

SelectiveSelectiveListeningListening PrejudgmentPrejudgmentPrejudgmentPrejudgment

SelectiveSelectivePerceptionPerception

SelectiveSelectivePerceptionPerception

Little CommonLittle CommonGroundGround

Little CommonLittle CommonGroundGround

MemoryMemoryProblemsProblems

MemoryMemoryProblemsProblems

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 12

Nonverbal Nonverbal CommunicationCommunication

Complement Verbal Language

Reveal Hidden Meanings

Multicultural Communication

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 13

Categories of Nonverbal Categories of Nonverbal CommunicationCommunication

Touching BehaviorTouching BehaviorTouching BehaviorTouching Behavior

Vocal CharacteristicsVocal CharacteristicsVocal CharacteristicsVocal Characteristics

Facial ExpressionsFacial ExpressionsFacial ExpressionsFacial Expressions

Use of Time and SpaceUse of Time and SpaceUse of Time and SpaceUse of Time and Space

Personal AppearancePersonal AppearancePersonal AppearancePersonal Appearance

Gestures and PostureGestures and PostureGestures and PostureGestures and Posture

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 2 - 14

Reviewing Key PointsReviewing Key Points

• Improving performance in teams

• Making meetings more productive

• Improving listening skills

• Enhancing nonverbal communication