Business Communication Today - Chapter 2 PDF

Business Communication Today Fifteenth Edition Chapter 2 Collaboration, Interpersonal Communication, and Business Etiquette...

Business Communication Today Fifteenth Edition Chapter 2 Collaboration, Interpersonal Communication, and Business Etiquette Slide in this Presentation Contain Hyperlinks. JAWS users should be able to get a list of links by using INSERT+F7 Copyright © 2021, 2018, 2016 Pearson Education, Inc. All Rights Reserved. Learning Objectives (1 of 2) 2.1 Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. 2.2 Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. 2.3 List the key steps needed to ensure productive meetings. 2.4 Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. 2.5 Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. 2.6 Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Types of Teams A team is a unit of two or more people who share a mission and the responsibility for working to achieve a common goal. Type Characteristics Committee A permanent team established to address recurring issues, such as corporate governance or workplace safety Problem- Team assembled to analyze a problem or issue, recommend a solving solution and, in some cases, implement the solution; sometimes referred to as a task force Project Team assembled to complete a specific project, such as a new product launch or installation of a new computer system Creative Similar to project teams but used in fields such as advertising and web design; combines the efforts of various creative professionals and may work on a series of projects together Cross- Pulls together people from across multiple departments or functional functional areas; the best way to tackle companywide issues or opportunities but can be challenging to manage Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Advantages of Teams Increased information and knowledge Learning opportunities Boldness Accountability Trust building Broader range of viewpoints Buy-in for solutions the team creates Improved performance A sense of community in good times and bad Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Disadvantages of Teams Groupthink (occurs when peer pressure causes individual team members to withhold contrary opinions and to go along with decisions they don’t really believe in) Hidden Agendas (i.e desire to take control of the group, to undermine someone else on the team, or to pursue an incompatible goal. ) Cost (Aligning schedules, arranging meetings, and coordinating individual parts of a project can eat up a lot of time and money. ) Overload (some companies have embraced collaborative work approaches to such an extent that they are overloading employees with team assignments.) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Characteristics of Effective Teams Shared sense of purpose Clear and challenging goal Belief in the value of efforts Well-balanced mix of people and skills Appropriate size Psychological safety Willingness to put team needs first Open and honest communication Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Group Dynamics Team Roles; Team Maintenance Roles Task Oriented Roles Encouraging Initiating Harmonizing Information giving or seeking Compromising Coordinating Stages of Team Development Resolving Conflict in Teams Conflict Resolution Skills Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Stages of Team Development Sources: Stephen P. Robbins and Mary Coulter, Management, 14th ed. (New York: Prentice Hall, 2018), 418–419; Denise Bonebright, “40 Years of Storming: A Historical Review of Tuckman’s Model of Small Group Development,” Human Resource Development International 29, 13, no. 1 (February 2010): 111–120. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Resolving Conflict in Teams Decide if the conflict is worth addressing Examine your own beliefs and behaviors Identify where the conflict truly originates Establish common ground (Figure out what everyone does agree on, and then use that foundation to build a solution) Choose a strategy for resolving the difference – Avoid (no attempts to solve conflict) – Accommodate (one party choose to sacrifice to maintain harmony) – Compromise (both parties agree to give up something) – Collaborate ( both parties collaborate, a win-win strategy) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Benefits and Challenges of Virtual Teamwork Benefits of virtual teams: Pull together the best people for a task Take advantage of the benefits of telecommuting Increase engagement and productivity Multiple studies show that successful virtual teams can be more effective, more engaged, and more productive than co-located teams. However – Virtual teams rely on technology – Interpersonal communication is constant challenge – Distance and separation – Miss out on random interaction Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Tips for Success in Virtual Team Environments Keep teams as small as possible Use the best collaboration technology available Clarify the purpose of each tool Take special care with isolated members Don’t rely solely on written communication Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Guidelines for Collaborative Writing Goals are clear and agreed on Determine how work will be done Take advantage of each person’s strengths Establish clear and frequent checkpoints Appreciate different writing styles The goal of collaborative writing is to bring multiple authors together to produce a written work such as: a book, an article, a research paper, presentation slides and etc. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Giving and Responding to Constructive Feedback Constructive feedback focusing on process and outcomes of communication, not on the people involved. When giving feedback, avoid personal attacks and give the person clear guidelines for improvement. Destructive feedback is little more than complaining: “This proposal is a confusing mess, and you failed to convince me of anything” Constructive feedback is a helpful feedback: “Your proposal could be more effective with a clearer description of the manufacturing process and a well-organized explanation of why the positives outweigh the negatives.” Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Giving Constructive Feedback How to Be Constructive Explanation Think through your Many business documents must illustrate complex relationships suggested changes between ideas and other information, so isolated and superficial edits carefully. can do more harm than good. Discuss improvements Instead of saying “this is confusing,” for instance, explain how the writing rather than flaws. can be improved to make it clearer. Focus on controllable The writer may not have control over every variable that affects the behavior. quality of the message, so focus on those aspects the writer can control. Be specific. Comments such as “I don’t get this” or “Make this clearer” don’t give the writer much direction. Keep feedback Focus comments on the message, not on the person who created it. impersonal. Verify understanding. If in doubt, ask for confirmation from the recipient to make sure that the person understood your feedback. Time your feedback Respond in a timely fashion so that the writer will have sufficient time to carefully. implement the changes you suggest. Highlight any limitations If you didn’t have time to give the document a thorough edit, or if you’re your feedback may have. not an expert in some aspect of the content, let the writer know so that he or she can handle your comments appropriately. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Technologies for Collaborative Communication Collaboration Systems – Content Management Systems – Wikis – Shared Online Workspaces – Social Network – Workgroup Messaging Systems – Private Networks Collaboration via Mobile Devices A I-Enabled Collaboration Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Figure 2.2 Shared Online Workspaces Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Figure 2.3 Collaboration on Mobile Devices Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Preparing for Meetings Define the Meeting’s Purpose Select Participants Choose Time and Venue Set the Agenda Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Leading and Contributing to Efficient Meetings Keep the Discussion on Track Follow Agreed-on Rules Encourage and Moderate Participation Participate Actively Don’t Interrupt Use Mobile Devices Respectfully Close Effectively Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Figure 2.5 Effective Meeting Agenda Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Figure 2.6 Effective Meeting Agenda: Condensed Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Putting Meeting Results to Productive Use Minutes – Summary of important information presented and decisions made – Include responsibilities as assigned Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Figure 2.7 Effective Meeting Minutes Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Tips for Successful Virtual Meetings (1 of 2) Establish well-defined task and goal Provide pre-study materials in addition to agenda Assign people to specific roles Ensure up-to-date software tools Introduce group members Explain how to ask questions Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Tips for Successful Virtual Meetings (2 of 2) Log in on time Be present, mentally and emotionally Mute audio input when not speaking Reduce noise from typing and keyboard use Summarize agenda item before moving on Periodically check and include each person in the group Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Factors that Complicate the Listening Process Unique Challenges of Listening Individual Choices and Behaviors Real-time experience Poor self-management Conversation is consumed as it is created; you Listeners need to actively manage their own can’t scroll back in time like you can with written emotions during a conversation; otherwise, these communication. distractions will get in the way. Invisibility Idle brain power You can’t see spoken language, so you have no The mind can process information several times visual record to refer to if you get lost or faster than people can talk, and if listeners don’t confused. harness that extra processing power, their minds Sound-to-language conversion are likely to wander. Incoming sounds must be converted to language Ineffective listening style before your mind can begin to process what is Different conversations call for different styles of being said. Mumbling, strong accents, and listening, and using an inappropriate style can ambient noise can all complicate this process. hamper a conversational exchange. Barriers Listeners need to take steps to minimize barriers in their listening environment in order to reduce interruptions and distractions. Flawed recall If listeners don’t record or actively memorize essential information during a conversation, chances are they will forget or confuse important details. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Choices and Behaviors That Affect Listening Quality Poor self-management (fail to monitor and manage emotions during conversation, lack of emotional intelligence) Idle brain power (if you don’t stay focused, your mind will wander) Ineffective listening style (i.e allow emotions to negatively influence the conversation) Barriers to physical reception (i.e the speaker mumbles or the receiver listen from a noisy background such as by a busy road) Flawed recall (remembering information during a conversation is challenging because you need to store information you have just received while continuing to process new incoming information, this problem become worse if the speaker talks incoherently) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Becoming a Better Listener 1) Minimize the Barriers to Effective Listening: External barriers: anything in the environment or communication channel that makes it difficult to hear or focus on what is being said Internal barriers: listener behaviors, thoughts, and emotions that hinder one’s ability to understand, interpret, or accept what someone else is saying. 2) Adapt Your Listening Style to the Situation (three distinct styles: content listening, critical listening, and empathic listening) 3) Listen actively: making a conscious effort to engage with other people and to turn off your internal filters and biases in order to truly hear and understand what they are saying. Put yourself in an open and positive state of mind. Keep yourself engaged. Respect silence, pay attention to nonverbal signals, take thoughtful notes. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved.  Listening Styles Content Listening Understand and retain the information in the speaker’s message. Because you’re not evaluating the information at this point, it doesn’t matter whether you agree or disagree, approve or disapprove—only that you understand (just focus on the information). Critical Listening Understand and evaluate the meaning of the speaker’s message on several levels: the logic of the argument, the strength of the evidence, the validity of the conclusions, the implications of the message, the speaker’s intentions and motives, and the omission of any important or relevant points. Be careful to separate opinions from facts. Empathic Listening Understand the speaker’s feelings, needs, and wants so that you can appreciate his or her point of view, regardless of whether you share that perspective. (help the individual vent their emotions) Active Listening Making a conscious effort to turn off your own filters and biases to truly hear and understand what the other party is saying. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Table 2.5 Five Elements of Active Listening Element Why It’s Important Open and positive This mindset makes you receptive to new information state of mind and positive about the experience of listening to this person. Active engagement If you don’t commit to being in and staying in the conversation, your mind will wander and the other person will sense that you aren’t fully engaged. Respect for silence A moment of silence might be the speaker collecting or reconsidering his or her thoughts; if you step in too soon, you could interrupt the flow. Nonverbal Intentional and unintentional nonverbal signals can awareness explain and amplify the speaker’s message. Thoughtful note- If the information is important, don’t rely on your taking memory; it’s too easy to forget key details. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Table 2.6 Behavioral Difference Between Effective and Ineffective Listeners (1 of 2) Effective Listeners Ineffective Listeners Listen actively Listen passively Put themselves in an open, positive frame Switch to listening without consideration, of mind continuing in whatever emotional state they were in before Stay focused on the speaker and the Allow their minds to wander, are easily conversation distracted, or work on unrelated tasks Take careful notes, when applicable Take no notes or ineffective notes Make frequent eye contact with the speaker Make little or no eye contact—or (depends on culture to some extent) inappropriate eye contact Keep their emotions under control and Allow their emotions to negatively influence don’t let their own anxieties poison the the conversation conversation Mentally paraphrase key points to maintain Fail to paraphrase attention level and ensure comprehension Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Table 2.6 Behavioral Difference Between Effective and Ineffective Listeners (2 of 2) Effective Listeners Ineffective Listeners Adjust listening style to the situation Listen with the same style, regardless of the situation Give the speaker nonverbal feedback (such as Fail to give the speaker nonverbal feedback nodding to show agreement or raising eyebrows to show surprise or skepticism) Save questions or points of disagreement until an Interrupt whenever they disagree or don’t understand appropriate time Engage the other person with questions or Fail to engage; offer no encouragement or expression encouragement; validate the other person’s feelings of understanding Overlook stylistic differences and focus on the Are distracted by or unduly influenced by stylistic speaker’s message differences; are judgmental Make distinctions between main points and Are unable to distinguish main points from details supporting details Look for opportunities to learn Assume they already know everything that’s important to know Sources: Judi Brownell, Listening: Attitudes, Principles, and Skills, 6th ed. (New York: Routledge, 2018), 6, 10–11, 19–20, 88–89; Jack Zenger and Joseph Folkman, “What Great Listeners Actually Do,” Harvard Business Review, 14 July 2016, www.hbr.org; Amy Jen Su and Muriel Maignan Wilkins, “What Gets in the Way of Listening,” Harvard\Business Review, 14 April 2016, www.hbr.org; Madelyn Burley-Allen, Listening: The Forgotten Skill, 2nd ed. (New York: Wiley, 1995), 70–71, 119–120; Larry Barker and Kittie Watson, Listen Up (New York: St. Martin’s, 2000), 8, 9, 64. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Recognizing Nonverbal Communication Facial Expression (face is the primary vehicle for expressing your emotions; it reveals both the type and the intensity of your feelings. Your eyes are especially effective for indicating attention and interest, influencing others, regulating interaction, and establishing dominance.) Gesture and Posture (The way you position and move your body expresses both specific and general messages, some voluntary and some involuntary.) Vocal Characteristics (pitch, pace and stress on conveying messages, i.e what are you doing vs what are you doing) Personal Appearance (looks presentable vs unready) Touch (an important way to convey warmth, comfort, and reassurance —as well as control. Touch is governed by cultural customs) Time and Space (i.e making others wait, invading other’s private space, standing too close when walking) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Use Nonverbal Communication Effectively Paying attention to nonverbal cues makes you a better speaker and a better listener. When You’re Talking (be more conscious of the nonverbal cues you could be sending) When You’re Not Talking (pay attention to the clothes you wear, the way you sit, the way you walk) When You’re Listening (pay attention to the speaker’s nonverbal cues. If something doesn’t feel right, ask the speaker an honest and respectful question; doing so may clear everything up) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Business Etiquette in the Workplace Respect other people’s time Don’t interrupt Use professional language Pay attention to cleanliness Avoid eating at your desk Keep the noise level down Respect other people’s personal space Don’t gossip Don’t come to work when sick Avoid discussing potentially emotional issues Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Professional Attire Business formal Business professional Business casual Casual Business Etiquette In Social Situations: Meeting Others Business Meals Representing Your Company Observing Dining Etiquette Introducing Yourself Choose Foods that are Easy to Eat Introducing Others Avoid Alcohol Observing Customs – Especially for Choose Appropriate Topics for International Business Conversation Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Online Etiquette Avoid Personal Attacks Stay Focused on the Original Topic Follow Correct Grammar and Spelling Use Virus Protection and Keep it Current Watch your language and keep emotions under control Avoid multitasking Don’t waste other’s time with sloppy or incomplete messages Never assume privacy Be careful of online commenting mechanism Respect boundaries of time and virtual space Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Telephone Etiquette Be conscious of how your voice sounds Be courteous when you call someone Convey a professional attitude when answering calls End calls with courtesy and clarity Use voicemail to help callers Be considerate when leaving messages Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Mobile Devices Etiquette Avoid obnoxious or inappropriate ringtones Mute phones during meetings Don’t be loud in open spaces Don’t talk right next to someone else Limit personal calls while at work Don’t make calls in restrooms or other inappropriate places Avoid texting when others are with you Limit voice recognition use if it disrupts others Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved.