Communicating in Teams and
Mastering Listening and
Nonverbal Communication Skills
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 1
Overview of Teams
Advantages Disadvantages
❖Information & knowledge ❖Groupthink
❖Diversity of views ❖Hidden agendas
❖Acceptance of solutions ❖Free riders
❖Performance levels ❖High costs
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 2
Characteristics of
Effective Teams
Clear Open
Purpose Communication
Consensus
Creative
Decision
Thinking
Making
Focused Conflict
Efforts Resolution
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 3
Guide to Collaborate
Efficiently
• Select collaborator carefully • Establish clear process
• Agree on project goal • Avoid writing as a group
before start • Tools & technique
• Give team to bond first compatibility
• Clarify individual • Check for update
responsibilities
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 4
Conflict: Is it a bad thing?
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 5
Conflict Management Style
Chapter 2 - 6
Preparing for Meetings
Purpose
(Informationa Participa
l, nts
Decisional)
Agenda Location
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 7
Focus
Effective
Meetings Procedures
(Most preferable:
Parliamentary procedure)
Participation
Closing
Follow-Up
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 8
The Listening Process
Message
Receiving Interpreting Remembering
Feedback Message
Responding Evaluating
Message
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 9
Chapter 2 - 10
Barriers to Listening
Prejudgment
Self-
Centeredness
Selective
Listening
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 11
Effective Listening
• Find areas of interest
• Focus on content
• Hold your fire
• Listen for ideas
• Take selective notes
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 12
Effective Listening
• Work at listening
• Block competing thoughts
• Paraphrase the speaker
• Stay open-minded
• Stay ahead of the speaker
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 13
Receiving Telephone
Calls
• Answer promptly
• Identify yourself
• Establish rapport
• Be positive
• Take messages
• Explain your actions
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 14
Making Telephone Calls
• Get ready
• Schedule the call
• Minimize distractions
• Introduce yourself
• Maximize your time
• Maintain focus
• Use a positive close
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 15
Nonverbal
Communication
Intent
Spontaneity
Honesty
Efficiency
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 16
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 17
Maximizing Nonverbal
Communication
• Avoid conflicting signals
• Strive for honesty
• Smile genuinely
• Maintain eye contact
• Be aware of posture and gestures
• Use appropriate vocal signals
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 18
Maximizing Nonverbal
Communication
• Know your audience
• Acknowledge comfort zones
• Shake hands appropriately
• Respect varying attitudes about time
• Use touch carefully
• Be aware of false cues
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 19
Thank YOU!!
© Prentice Hall, 2004 Business Communication Essentials Chapter 2 - 20
