Business Communication Today: Chapter 2 - Collaboration, Interpersonal Communication, and Business Etiquette PDF

Business Communication Today Fourteenth Edition, Global Edition Chapter 2 Collaboration, Interpersonal Communication, and Business...

Business Communication Today Fourteenth Edition, Global Edition Chapter 2 Collaboration, Interpersonal Communication, and Business Etiquette Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Learning Objectives (1 of 2) 2.1 List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics. 2.2 Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback. 2.3 List the key steps needed to ensure productive team meetings. Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Learning Objectives (2 of 2) 2.4 Identify three major modes of listening 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 four key areas in which good etiquette is essential. Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Communicating Effectively in Teams LO 2.1 List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics. Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. What is a Team? A team is a unit of two or more people who share a mission and the responsibility for working to achieve a common goal. Business can use variety of teams, including: Committee Problem solving project Creative teams Cross functional team Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Advantages of Teams Increased Information and Knowledge Increased Diversity of Views Increased Acceptance of a Solution Higher Performance Levels Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Disadvantages of Teams Groupthink Hidden Agendas Cost Overload Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Characteristics of Effective Teams Clear sense of purpose Open and honest communication Consensus-based decision making Creativity Effective conflict resolution Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Factors Influencing Group Dynamics Roles Assumed by Team Members Current Phase of Team Development Conflict Resolution Skills Effectiveness at Overcoming Resistance Copyright © 2018 Pearson Education, Ltd. 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 © 2018 Pearson Education, Ltd. 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 Choose a strategy for resolving the difference – Avoid – Accommodate – Compromise – Collaborate Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Virtual Teams Pull together the best people for a task Take advantage of the benefits of telecommuting Increase engagement and productivity Copyright © 2018 Pearson Education, Ltd. 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 © 2018 Pearson Education, Ltd. All Rights Reserved. Collaborating on Communication Efforts LO 2.2 Offer guidelines for collaborative communication, identify major collaboration technologies, and explain how to give constructive feedback. Copyright © 2018 Pearson Education, Ltd. 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 Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Giving Constructive Feedback Table 2.2 Giving Constructive Feedback How to Be Constructive Explanation Think through your suggested Many business documents must illustrate complex relationships between ideas changes carefully. and other information, so isolated and superficial edits can do more harm than good. Discuss improvements rather Instead of saying “this is confusing,” for instance, explain how the writing can be than flaws. improved to make it clearer. Focus on controllable behavior. The writer may not have control over every variable that affected the 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 impersonal. Focus comments on the message, not on the person who created it. Verify understanding. If in doubt, ask for confirmation from the recipient to make sure that the person understood your feedback. Time your feedback carefully. Respond in a timely fashion so that the writer has sufficient time to implement the changes you suggest. Highlight any limitations your If you didn’t have time to give the document a thorough edit, or if you’re not an feedback may have. expert in some aspect of the content, let the writer know so that he or she can handle your comments appropriately. Copyright © 2018 Pearson Education, Ltd. 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 © 2018 Pearson Education, Ltd. All Rights Reserved. Figure 2.2 Shared Online Workspaces Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Figure 2.3 Collaboration on Mobile Devices Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Making Your Meetings More Productive LO 2.3 List the key steps needed to ensure productive team meetings. Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Preparing for Meetings Define Your Purpose Select Participants Choose Time and Venue Set the Agenda Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Conducting and Contributing to Efficient Meetings Keep the Discussion on Track Follow Agreed-on Rules Encourage Participation Participate Actively Use Mobile Devices Respectfully Close Effectively Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Figure 2.5 Effective Meeting Agenda Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Figure 2.5 Capturing Key Decisions and Discoveries from a Meeting Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Using Meeting Technologies Virtual Meeting Systems – Telepresence – Holograms – Teleconferencing Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Successful Virtual Meetings Extra Planning Be Aware of Limitations of Technology Keep Participants Engaged Ensure That Participants are Prepared Give Participants Opportunities to Participate Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Improving Your Listening Skills LO 2.4 Identify three major modes of listening and describe three steps to becoming a better listener. Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Types of Listening Listening Style Goal Content listening Understand and retain the information the other party is sharing Critical listening Understand and evaluate the information in terms of logical arguments, strength of evidence, validity of conclusions, implications, and any omissions; understanding the speaker’s motives may be relevant as well Empathic listening Understand the speaker’s feeling, needs, and wants, regardless of whether you agree with his or her perspective Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Becoming a Better Listener Minimize the Barriers to Effective Listening Adapt Your Listening Style to the Situation Listen actively Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. 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 © 2018 Pearson Education, Ltd. All Rights Reserved. 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 © 2018 Pearson Education, Ltd. All Rights Reserved. Improving Your Nonverbal Communication Skills LO 2.5 Explain the importance of nonverbal communication and identify six major categories of nonverbal expression. Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Recognizing Nonverbal Communication Facial Expression Gesture and Posture Vocal Characteristics Personal Appearance Touch Time and Space Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Use Nonverbal Communication Effectively When You’re Talking When You’re Not Talking When You’re Listening Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Developing Your Business Etiquette LO 2.6 Explain the importance of business etiquette, and identify four key areas in which good etiquette is essential. Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. Business Etiquette in the Workplace Respect other people’s Keep the noise level down time Respect other people’s Don’t interrupt personal space Use professional language Don’t gossip Pay attention to Don’t come to work when cleanliness sick Avoid eating at your desk Avoid discussing potentially emotional issues Copyright © 2018 Pearson Education, Ltd. All Rights Reserved. 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 © 2018 Pearson Education, Ltd. All Rights Reserved. Business Etiquette Online Avoid Personal Attacks Avoid multitasking Stay Focused on the Don’t waste other’s time Original Topic with sloppy or incomplete Follow Correct Grammar messages and Spelling Never assume privacy Use Virus Protection and Be careful of online Keep it Current commenting mechanism Watch your language and Respect boundaries of keep emotions under control time and virtual space Copyright © 2018 Pearson Education, Ltd. All Rights Reserved.