Mastering Team Skills and

Interpersonal Communication

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 1

Communicating in Teams

Problem-Solving

Task Forces

Committees

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 2

 Overview of Teams
Advantages Disadvantages

• Increased Information • Time Issues

• Diversity of Views • Groupthink

• Support for Solutions • Hidden Agendas

• Improved Performance • Increased Costs

Copyright © 2011 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 © 2011 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
Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 5
 Collaborative Writing
Select Collaborators Clarify Processes

Agree on Goals Avoid Group Writing

Take Time to Bond Ensure Compatibility

Clarify Responsibilities Check Progress Often

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 6
 Writing Technologies
Content Management

Wiki Website

Groupware

Shared Workspaces

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 Group Dynamics
Team Roles

Team Development

Conflict & Resistance

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 8

 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

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 9

Phases of Team Evolution
General Framework

1 2
Orientation Conflict

3 4 5
Brainstorming Emergence Reinforcement

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 10

 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

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 11

 Resolving Team Conflict

Proaction

Fair Play Research

Communication

Alliance Flexibility

Openness

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 12

 Overcoming Resistance

Express Understanding

Uncover Resistance

Evaluate Objections

Withhold Arguments
Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 13
Networking Technologies

Social
Networks

Virtual
Communities
Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 14
 Productive Meetings

Preparation

Face-to-Face Virtual
Meetings Efficiency Meetings

Technology

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 15

 Purpose Participants

Meeting
Preparation

Time and
Agenda
Place
Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 16
 Efficient Meetings

Stay on Follow
Track the Rules

Invite Participate Close

Participation Actively Effectively

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 17

Meeting Technologies
• Virtual Teams

• Virtual Meetings

• Teleconferences

• Videoconferences

• Web-Based Systems
Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 18
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

1 2 3
Receiving Decoding Remembering

5 4
Responding Evaluating

Feedback

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 Overcoming Barriers

Selective Listening

Selective Perception

Memory Problems

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 22

Nonverbal Communication

Strengthen Words

Weaken Words

Replace Words
Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 23
 Categories of Nonverbal
Communication
Facial Expressions Gestures and Posture

Vocal Characteristics Personal Appearance

Touching Behavior Time and Space

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 24

 Using Nonverbal
Communication Effectively

When Talking

When Not Talking

When Listening

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 25

 Business Etiquette
Effective Listening

The Workplace
Successful Productive
Teamwork
Social Settings Meetings

Online Communication

Nonverbal Communication
Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 26
Etiquette in the Workplace

Personal Appearance

Personal Grooming

Personal Demeanor

Telephone Skills
Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 27
Etiquette in Social Settings

Appearance Personal
and Actions Introductions

Business Mobile Inappropriate

Meals Phones Topics

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 28

 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 © 2011 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 e-mail
• Do not waste other people’s time
Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 30
 Mastering Team Skills and
Interpersonal Communication

Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall Chapter 2 - 31